Remember in late 2005 when Sony put out CDs that contained malicious rootkit spyware that infiltrated their “paying” customers’ computers and left huge gaping holes for hackers?

Remember how the patch they issued actually opened up larger holes? And then remember that the final patch actually used stolen copyrighted code, no less?

Well, we’re sorry to say, we fell victim to the Sony scam. And over the past 230 days (as of today, 6/20/06), we’ve had more than 20 back and forth e-mails with Sony Customer Service, more than 4 hours logged on the phone and still have not had our case settled.

Throughout the course of this, we actually saved other Sony customers many headaches. We single-handedly discovered the toll-free customer support line number on their DRM Web site was disconnected. We single-handedly pointed out they weren’t mailing the list of available settlement albums to customers who wanted to use iTunes (not the SonyCONNECT service, which they strongly push- like we’ll ever use Sony again, right). We also persisted where many would give up, as countless CSRs transferred us around the country - treating us like we were inconveniencing them.

Note: If you are also in need of a direct contact for your unresolved rootkit issue with Sony and need a direct contact, I would suggest you call Mike from Rust Consulting at 507-333-4335.

UPDATE (6/21): Thanks to BoingBoing, Consumerist, B.L. Ochman, MajorGeeks and countless others for getting the word out there.

UPDATE #2 (6/22): Would you believe we got 28,000 hits on this post yesterday? That’s a lot of people reading/talking/blogging about Sony and their incompetence. Would you believe that as a result, Sony somehow got their act together to e-mail iTunes settlement codes AND a settlement check the next day? Guess it only took 232 days of persistence and a blog swarm of 8,500 unique user hits to get them moving. Thanks Sony!

Read on…

It’s amazing in the Web 2.0 climate that Sony would not do everything in their power to 1). Maintain strong relationships/rapport with web-savvy influencers (perhaps by first not installing viruses on their computers, but secondly taking care of the issue immediately) and 2). Understand the power and influence the bloggers wield when it comes to issues that marry Web and an interest (in this case, music and record labels).

Please note that we let them know early on that we would be blogging this, and yet note the tone Sony takes with this “wronged customer” throughout the entire back and forth string with Sony Customer Service. You wouldn’t think they would e-mail their customers things like: “Please do not generalize,” or “I’m sorry that you felt I was being unresponsive to your missive, and appreciate your attempt to “train” me on proper customer service..”

Following are links chronicling our debacle and monitoring of Sony after having our main computer infected with a spyware rootkit on November 2, 2005 - an issue which is still not resolved: here, here, here, here, here, here, here and here, all from buying this CD.

And below is the e-mail string from the past 230 days sorted newest to oldest.

Happy Reading, and please keep this in mind the next time you make a decision between a Sony product and any other brand…

---

From : Greg
Sent : Tuesday, June 20, 2006 4:35 PM
To : sonybmg@rustconsulting.com
Subject : RE: Sony BMG CD Technologies Settlement 111058 (KMM15549152I21924)

Sony,

I told Mike from Rust Consulting on both Friday, 6/16 and Monday, 6/19 that I will NOT accept Sony CONNECT codes for this settlement. I prefer iTunes, as indicated on the settlement forms I returned to you via mail, my earlier e-mails and by phone AND e-mail to Mike.

Today you e-mailed me two different codes for the Sony CONNECT Music Store, which is not what I requested. As such, I refuse this settlement.

Although I own a Sony TV, Sony DVD/VCR combo, Sony stereo, Sony Discman and Sony video camera, I am now officially boycotting Sony products, including your CONNECT online store, because of this rootkit experience and my experience with Sony Customer Service on all levels.

In addition to my boycott, Sony CONNECT is not compatible with iTunes nor my iPod. Ironically, if the CD I purchased on November 2nd had been compatible, I would never have installed the rootkit that prompted this entire back and forth chain - now on its 230th day.

Please advise today on the status of my requested iTunes settlement.

Greg

---

From : Sony BMG Benefits
Reply-To : “Sony BMG Benefits”
Sent : Tuesday, June 20, 2006 3:16 PM
To : GREG
Subject : Sony BMG CD Technologies Settlement

Hello GREG,

Thank you for participating in the Sony BMG CD Technologies Settlement.

You have selected to download your free album(s) from the CONNECT Music Store.

Your incentive code for your free album download(s) at the CONNECT Music Store is: XXXXXXXXXXXXXX

The following link will take you to a page where you can download your album(s) of choice at no charge:

www.connect.com/sonybmg

If you have questions regarding downloading your album from the CONNECT Music Store, click this link for CONNECT Music Customer Support, or go to connect.custhelp.com. See below for terms and conditions of your incentive code and the CONNECT Music Store minimum system requirements*.

Your incentive code must be entered into a registered CONNECT Music Store account no later than January 31, 2007.

If you have not used your code by December 20, 2006 you may, anytime between December 20, 2006 and February 20, 2007 return and forfeit the code to the Sony BMG CD Technologies Settlement Administrator and receive a payment of $2.00. In order to receive that payment, you must send a copy of this email, along with a statement indicating that you would like to forfeit your code for a $2.00 payment, to the Claims Administrator at the following address:

Sony BMG CD Technologies Settlement
P.O. Box 1804
Faribault, MN 55021-1804

Please do not send a request prior to December 20, 2006; it will not be accepted before then.

If you have any questions regarding a refund of your incentive code please contact Sony BMG CD Technology Settlement customer service at:

sonybmg@rustconsulting.com

Please note that Codes deposited in a CONNECT Music Store account, but not used to download music may not be returned.

Enjoy your music!

---

From : Sony BMG Benefits
Reply-To : “Sony BMG Benefits”
Sent : Tuesday, June 20, 2006 3:10 PM
To : GREG
Subject : Sony BMG CD Technologies Settlement

Hello GREG,

Thank you for participating in the Sony BMG CD Technologies Settlement.

You have selected to download your free album(s) from the CONNECT Music Store.

Your incentive code for your free album download(s) at the CONNECT Music Store is: XXXXXXXXXXXXXX

The following link will take you to a page where you can download your album(s) of choice at no charge:

www.connect.com/sonybmg

If you have questions regarding downloading your album from the CONNECT Music Store, click this link for CONNECT Music Customer Support, or go to connect.custhelp.com. See below for terms and conditions of your incentive code and the CONNECT Music Store minimum system requirements*.

Your incentive code must be entered into a registered CONNECT Music Store account no later than January 31, 2007.

If you have not used your code by December 20, 2006 you may, anytime between December 20, 2006 and February 20, 2007 return and forfeit the code to the Sony BMG CD Technologies Settlement Administrator and receive a payment of $2.00. In order to receive that payment, you must send a copy of this email, along with a statement indicating that you would like to forfeit your code for a $2.00 payment, to the Claims Administrator at the following address:

Sony BMG CD Technologies Settlement

P.O. Box 1804

Faribault, MN 55021-1804

Please do not send a request prior to December 20, 2006; it will not be accepted before then.

If you have any questions regarding a refund of your incentive code please contact Sony BMG CD Technology Settlement customer service at:

sonybmg@rustconsulting.com

Please note that Codes deposited in a CONNECT Music Store account, but not used to download music may not be returned.

Enjoy your music!

---

From : Greg
Sent : Monday, June 19, 2006 10:30 AM
To : sonybmg@rustconsulting.com
Subject : RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT (KMM15549152I21924

Mike,
Thanks for the calls on both Friday (6/16) and today (6/19).

Although I find it perplexing that first Sony lost my forms, then filed two claims for me, mailed me two replacement CDs and didn’t mail me this replacement list (pdf) with my original settlement paperwork to know what to select, it is nice to know that someone in the organization (Rust Consulting, at least), is responsive and doing their best to rectify the situation. I do appreciate your thoroughness.

Here are the three replacement albums/codes I’ve selected (cut/pasted straight out of the pdf):

-Bad Plus - Suspicious Activity - CK 94740
-Fleck, Bela - Perpetual Motion - SK 89610
-Hancock, Herbie - The Piano - CK 87083

I look forward to your response.

Best,
Greg

---

From : sonybmg
Sent : Monday, June 19, 2006 9:46 AM
To : Greg
Subject : RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT (KMM15549152I21924

Hello Mr XX,

As per our telephone conversation, here is a link to exhibit 4, from which you can make your selection for three I-Tunes album downloads.
http://www.sonybmgcdtechsettlement.com/pdfs/DownloadList.pdf.

Please reply to this email with your selections and we will get your download links and instructions to you as soon as we can.

Thank you for your patience.

Sincerely,

Sony BMG CD Settlement Administration Center
Mike

---

On 6/16 I decided just to call Rust Consulting myself - 507-333-4300 (located in Faribault, MN), as they were handling the settlement, and we obviously weren’t getting far via e-mail and snail mail communications.

Mike from Rust Consulting (507-333-4335) was able to look up my claim and see Sony had accidentally filed two claims for me, mailed me ANOTHER replacement CD and lost the paperwork I mailed them, including the iTunes settlement codes. He pushed hard for me to use the SonyConnect service rather than iTunes, but I explained that even if I wasn’t boycotting all Sony products - I use an iPod, for which SonyConnect is not compatible.

On 6/19, Mike called back! He said the selections I’d made aren’t on the list of those available to choose from. I told him Sony never mailed me a list, just said to use iTunes. He told me I “needed Exhibit 4,” for a list and then strongly urged me to use SonyCONNECT.

---

From: Greg
Sent: Fri 6/16/2006 7:56 AM
To: sonybmg
Subject: RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT
(KMM15549152I21924

Sony,
Any update on my question from Wednesday? Why did I need to e-mail you multiple times to have you “resubmit” my request? Did you lose my original request? Did Apple screw something up?

If I had not been persistent for 226 days now, would I never have received my settlement?

Please explain.

Greg
Settlement ID number: 111058

---

From: Greg
To: sonybmg@rustconsulting.com
Subject: RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT (KMM15549152I21924
Date: Wed, 14 Jun 2006 10:35:06 -0500

Sony,
I’m sorry, but I don’t understand why you didn’t submit the request when I mailed it in. Can you explain why I had to e-mail you multiple times to have you “resubmit” my request?

224 days is a long time to go back and forth with customer service, and it appears if I hadn’t continued following-up, you didn’t plan to send me the agreed-upon settlement.

Perhaps it was Apple’s fault, and they lost the original request? I’d appreciate some further detail.

Greg
Settlement ID number: 111058

---

From: “sonybmg”
To: Greg
Subject: RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT (KMM15549152I21924
Date: Wed, 14 Jun 2006 08:55:52 -0500

Dear Greg,
Just to clarify re-order, we needed to resubmit your request to the digital service provider in order for you to receive your download email.

Thank you for your patience.

Sincerely,

Sony BMG CD Technologies Settlement Administrator

---

From: Greg
Sent: Wed 6/14/2006 8:53 AM
To: sonybmg
Subject: RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT (KMM15549152I21924

Thanks for the reply. I wlil expect them by June 21 or will be in contact
again.

Just to clarify, when you say “reordered” - does that mean you lost my
original order?

Greg
Settlement ID number: 111058

---

From: “sonybmg”
To: Greg
Subject: RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT
(KMM15549152I21924
Date: Wed, 14 Jun 2006 08:24:39 -0500

Dear Greg,

Thank you for your patience. We have re-ordered you three downloads and
you will be receiving them within the next week by way of email. The
payments benefits from the settlement are being mailed on 6/14/06.

Please let us know if you have any additional questions about your
settlement benefits.

Sincerely,
Sony BMG CD Technologies Settlement Administrator

---

From: Greg
Sent: Tue 6/13/2006 10:37 AM
To: settlement@sonybmg.com; sonybmg; cp-ipod@sonybmg.com;
xcpexchange@sonybmg.com; ContentProtectionHelp@info.sel.sony.com;
sonystyle@custhelp.com
Subject: RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT
(KMM15549152I21924

Sony,
Any updates to my inquiry? It’s now been 223 days.

Please advise. And feel free to call.

Greg
Settlement ID number: 111058

---

From: Greg
To: settlement@sonybmg.com, sonybmg@rustconsulting.com,
cp-ipod@sonybmg.com, xcpexchange@sonybmg.com,
ContentProtectionHelp@info.sel.sony.com, sonystyle@custhelp.com
Subject: RE: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT
Date: Mon, 12 Jun 2006 09:34:06 -0500

Sony,
Today you e-mailed me an mp3 link for the spyware-infected album I
purchased from you in November 2005. However, you already sent me this
same exact link on December 20, 2005.

I do not trust that you have accurate records of my complaint, as surely
Sony BMG would not want to give away the same mp3s twice. After all, you
sue your customers for far less.

Now, two weeks ago you e-mailed me, “you will be receiving your
instructions for downloading your free album(s) within the next 1 to 2
weeks,” but I do not see those included in this e-mail.

So to clarify:
1). You already mailed me a “clean” copy of the defective album.
2). You already e-mailed me an mp3 link for the defective album (twice).
3). I am awaiting iTunes downloading instructions for my three
Compensation albums, which you said I should have received by now.
4). I am awaiting the settlement payment.

It is not unreasonable to expect attention to these issues within a
reasonable time frame. It’s now been 222 days (that’s
two-hundred-twenty-two days) since I purchased the defective album from
you, and I would like immediate attention to this issue.

Please advise immediately.

Greg
Settlement ID number: 111058

---

At this point, Sony resent me the same mp3 links they sent previously.

From: settlement@sonybmg.com
To: GREG
Subject: Your MP3 Download Links From SONY BMG MUSIC ENTERTAINMENT
Date: Mon, 12 Jun 2006 10:02:52 -0400 (EDT)

Hello, GREG.

Thank you for participating in our exchange program. Your
replacement disc(s) will be sent to you shortly. In the meantime,
please enjoy these high-quality MP3 files of the contents of
your album, suitable for transfer to most common portable media
players.

Your Album: Trey Anastasio, Shine

The link below will take you to a page where you can download the
tracks from the album. You will have the opportunity to attempt
to download each track up to three times.

Make sure to copy the entire link and paste into your browser:
http://settlement.sonybmg.com/fs/GI/xr/Y3UaKWBbaXjgl6qWi8p5GA**/

If you have trouble with the link above, go to
http://www.sonybmg.com/xcpexchange
and enter the code: Y3UaKWBbaXjgl6qWi8p5GA**

If you have any questions, contact customer service at:
settlement@sonybmg.com

Enjoy your music!

Sincerely,
The SONY BMG MUSIC ENTERTAINMENT Team

---

From : sonybmg
Sent : Friday, June 2, 2006 2:44 PM
Subject : RE: ContentProtectionHelp Email Form
(KMM15549152I21924L0KM)

Dear Greg,

In answer to your question below. Your Settlement ID number is 111058.
The downloading instructions will come via email to greg@xx.com

Thank you again for your patience.

Sincerely,

Sony BMG CD Technologies Settlement Administrator

---

From: Greg
Sent: Fri 6/2/2006 2:41 PM
To: sonybmg
Subject: RE: ContentProtectionHelp Email Form (KMM15549152I21924L0KM)

Sony,
I do have a couple more questions.

1). Can you give me my settlement number in case I’m asked for it again?

2). Will the downloading instructions be mailed or e-mailed?

Thank you in advance for your prompt reply.
Greg

---

From: “sonybmg”
To: Greg
Subject: RE: ContentProtectionHelp Email Form (KMM15549152I21924L0KM)
Date: Fri, 2 Jun 2006 13:36:53 -0500

Dear Class Member,

You will be receiving your instructions for downloading your free album
(s) within the next 1 to 2 weeks and your payment within the next 2 to 3
weeks.
Thank you for your patience and please let us know if you have any
further questions.

Sincerely,
Sony BMG CD Technologies Settlement Administrator

---

From: Greg
Sent: Thu 6/1/2006 2:10 PM
To: sonybmg; cp-ipod@sonybmg.com; xcpexchange@sonybmg.com;
Smfcustomer.Services@sonysed.com;
ContentProtectionHelp@info.sel.sony.com
Subject: RE: ContentProtectionHelp Email Form (KMM15549152I21924L0KM)

Sony,
I don’t have a specific settlement number from you, as it was on the
forms I ailed back to you.

However, I do have this number from our 211 day e-mail exchange:
KMM15549152I21924L0KM

I do have this “event ID” number: E29594391

I do have this “incident” number: 051207-000704

I also do have this personalized Web link you sent me on 12/20/05:
http://xcpexchange.sonybmg.com/fs/GI/xr/br5kp1XDN!WdPc3hr83HxQ**/

Name: Greg XX

Address: XXX

Phone: XXX-XXX-XXXX

Please advise.
Greg

---

From: “sonybmg”
Subject: RE: ContentProtectionHelp Email Form (KMM15549152I21924L0KM)
Date: Thu, 1 Jun 2006 13:50:48 -0500

Dear Greg,

Thank you for your message. Please provide us with additional
Information so that we may inform you of the status of your claim. We need your full name and address, and settlement number.

Thank you for your patience as we research this for you.

Sincerely,

Sony BMG CD Technologies Settlement Administrator

---

From: Greg
Sent: Thu 6/1/2006 12:51 PM
To: sonybmg
Subject: RE: ContentProtectionHelp Email Form (KMM15549152I21924L0KM)

Sony,
Any update on my settlement? I submitted the forms long ago and still
haven’t received my iTunes codes that were your “make good” on selling
me a CD rife with spyware that corrupted my computer way back in November
2005.

Hard to believe I’ve been contacting Sony’s stellar customer service
for 211 days now and still haven’t received compensation! Can you give me an
update?

Greg

---

From:
Subject: RE: ContentProtectionHelp Email Form
>(KMM15549152I21924L0KM)
Date: Thu, 22 Dec 2005 15:18:43 -0500

Greg - We’re very sorry for the delay to get your needs met
promptly. Isee you are aware of the recent attention given to the XCP
content protection software included on some SONY BMG CDs. [A list of
titles can be found at http://cp.sonybmg.com/xcp/english/titles.html] This software was provided to us by a third-party vendor,
First4Internet.

Discussion has centered on security concerns raised about the use
of CDs containing this software.

We share the concerns of consumers regarding these discs, and we
have commenced a mail-in program that will allow consumers to exchange
any CD with XCP software for the same CD without copy protection and
receive MP3 files of the same title. We also have asked our retail
partners to remove all unsold CDs with XCP software from their store shelves
and inventory. Details on the SONY BMG XCP Exchange Program can be
found at http://www.upsrow.com/sonybmg/.

We deeply regret any inconvenience this may cause our customers and
We are committed to making this situation right. It is important to
note that the issues regarding these discs exist only when they are
played on computers, not on conventional, non-computer-based CD and/or DVD
players.

Our new initiatives follow the measures we have already taken,
including the voluntary suspension of the manufacture of CDs with the XCP
software. In addition, to address security concerns, we provided
to major software and anti-virus companies a software update which
consumers may download at
http://cp.sonybmg.com/xcp/english/updates.html. This same
software provides the option of securely uninstalling the XCP content
protection components from computers.

Ultimately, the experience of consumers is our primary concern, and
Our goal is to help bring our artists’ music to as broad an audience as
possible. Going forward, we will continue to identify new ways to
meet demands for flexibility in how you and other consumers listen to
music.

Please go to http://cp.sonybmg.com/xcp/english/faq.html for an FAQ
on this topic.

Thank you.
SONY BMG

---

—–Original Message—–
From: Greg]
Sent: Thursday, December 22, 2005 3:14 PM
To: CP-IPOD, SONYBMG
Subject: RE: ContentProtectionHelp Email Form
(KMM15549152I21924L0KM)
Dear CP-Ipod,
I’ve read the FAQ, I’ve installed the fix, I’ve mailed back my CD.
Please don’t send me a form reply.

It’s now Dec. 22, and exactly 51 days since I purchased this album,
Yet I still have not received a “non-malware” copy of the disc and have
not received satisfactory response or compensation from my customer
service inquiries. Please advise. I’ll include my correspondence with your
customer service below for reference. I’m not a stupid customer,
and I’m aware of your mission…

“Sony is wholeheartedly committed to improving product and service
quality from the customer’s viewpoint. Sony’s goal is to gain its
customers’ total trust, confidence and satisfaction…A key aspect
of Sony’s corporate mission is to be a trusted partner to its
customers.

Sony will achieve this by viewing products and services from the
customer’s perspective and by continuously improving the quality of
its CS activities. Sony wants its customers to have high expectations,
and is dedicated to fulfilling them.”

By reading through the following e-mail exchanges, please note that
I don’t feel like a “trusted partner” here, and you’ve done nothing
To ensure my “total trust, confidence and SATISFACTION.” Your mission
statement says you factor in the “customer’s viewpoint,” and I’d
like to feel that in every correspondence I have with Sony.

I’d like to hear back today. Thank you.

Greg

---

Letter sent via mail and fax to Sony on December 8, 2005:
Dear Sony (via Justin CUJ2),
On 11/2/05, I inserted Trey Anastasio’s “Shine” into my Windows PC,
accepted your cryptic EULA and installed your malware/spyware onto
my computer. I made one copy of the CD for personal use ripped the
tracks to my hard drive and then tried to uninstall the program.

For 36 days I’ve been battling with Sony Customer Service and their
ContentProtectionHelp (ContentProtectionHelp@info.sel.sony.com)
department working on this CD issue. After 36 days, I am still an
unsatisfied customer, and your A+ customer service has done nothing
to help.

To date, I have spoken with:
-CISC agent Randy (CCB9)
-Greg (1352)
-John (CC2X)
-Mike (CC2S)
-Brian (CDAA) (who put me on hold after 14 minutes and hung up)
-Lee (CUZM)
-Justin (supervisor - CUJ2)
for a total of more than 14 e-mails back and forth and more than 3 hours logged on the phone. After 36 days of unsuccessful attempts to retrieve answers from your customer service, I have been left with no choice but to send a printed letter.

I listen to NPR on my commute to work each day and almost swerved
out of control as I listened to an interview with Sony President Thomas
Hesse saying, “Most people, I think, don’t even know what a rootkit is,
so why should they care about it?” and I am flabbergasted at his utter
contempt for customers, which has been exemplified through my experience
with Sony customer service.

It’s very simple — I want three things:
-a “clean” version of the CD I purchased
-my computer 100 percent back to normal
-an apology and compensation for my trouble

To date, I haven’t received any of these three, and Sony Customer
Service has not offered any acknowledgement of error on their part.

You appear to have lost my CD that I mailed back, and you’ve blamed me
For that. You appear to have released a standalone uninstaller, but thanks
to insightful monitoring by blogs of your constant failure to release
bug-free software, I do not trust your software. You have not
offered me compensation for my trouble, or even at the least, an apology.

Considering I purchased/installed the CD containing malware on Nov. 1,
this is unacceptable to me as an unwitting consumer. But of course,
you’re customer service doesn’t care. To you, I’m just another
dumb,complaining customer.

During one morning, when I happened to spend 3.5 hours battling
your customer service, I came upon this:

“Sony is wholeheartedly committed to improving product and service
quality from the customer’s viewpoint. Sony’s goal is to gain its
customers’ total trust, confidence and satisfaction…A key aspect
of Sony’s corporate mission is to be a trusted partner to its
customers. Sony will achieve this by viewing products and services from the
customer’s perspective and by continuously improving the quality of
its CS activities. Sony wants its customers to have high expectations,
and is dedicated to fulfilling them.”
(taken from: http://www.sony.net/SonyInfo/Environment/people/customers/satisfaction/)

By reading through the following e-mail exchanges (print outs enclosed), I don’t think you could argue that I’m NOT being treated as a “trusted partner” here, and you’ve done nothing to ensure my “total trust, confidence and SATISFACTION.” Your mission statement says you factor in the
“customer’s viewpoint,” and I’d like to feel that in every correspondence I
Have with Sony.

I own a Sony TV, Sony DVD/VCR combo, Sony stereo, Sony Discman and Sony video camera. And this is how you treat your loyal customers? If Sony
really is “wholeheartedly committed to improving product and service
quality from the customer’s viewpoint,” I’d like to see some action
at my viewpoint’s level.

Enclosed is 16 pages of back and forth e-mails I’ve had with your
customer service and a copy of the call log from my multiple calls
to your customer service. I would like more than a form letter in
response to my complaint, as I think that I’ve earned it. At the very least,
I would like you to refund the money I paid for the album, mail me a
“malware free” version of the album immediately, and a check for
The interest that you’ve earned holding my $15 investment for more than
40 days. I think we both know that’s not nearly enough. A personal
phone call from someone who can make decisions would work wonders,
believe me.

Please advise,
Greg

---

From : contentprotectionhelp

Sent : Thursday, December 8, 2005 7:31 AM
To : Greg
Subject : RE: RE: ContentProtectionHelp Email Form

Thank you for contacting Sony BMG Online.

Sony BMG does not offer an email address for customer service, only
technical support. If you experience any difficulties using our XCP
Uninstall or Service Pack 2a upgrade, please let me know.

To discuss your concerns with our customer service department,
please call them at 877-251-7573 (9am - 8pm EST). For fastest response, be sure to reference your previous event ID number: E29594391.

I must unfortunately advise you that again, technical support is
not the correct department for information on your CD Exchange. I do not
have access to your files on this issue and can not send you your SB
number.

For any and all assistance on your CD Exchange, you must call the
Exchange Help Desk at
800) 795-4014 Mon - Fri: 9:00 AM to 6:00 PM (EST).

If the agents at that number are unable to assist you you will need
to ask them to escalate your request to their Supervisor, or possibly
even a Manager. They alone will have access to the computer systems and
records that originally created your SB number and will be able to
locate it for you.

Thank you for the opportunity to be of assistance.
The Sony BMG Online Support Team
CC2X
John

---

Original Message Follows:
————————
CC2X-John,
Apparently I incorrectly assumed you were customer service, and I
apologize for the inconvenience. Can you please forward this entire
e-mail exchange to the customer service department and connect me
with an appropriate contact there?

Per your comment about the SB number and how I should have it since
I printed it out — well I printed it out and taped it to the
Envelope that I mailed back (at Sony’s instruction). Therefore I no longer
have it.

So if you could send me my SB number, that would be great. I was
Told that even if I call on Friday, without that number I will not be
able to retrieve my status. I hope you can make an exception given these
extenuating circumstances.

Thanks,
Greg

---

—–Original Message—–
From: contentprotectionhelp
[mailto:ContentProtectionHelp@info.sel.sony.com]
Sent: Wednesday, December 07, 2005 1:49 PM
To: Greg
Subject: RE: RE: ContentProtectionHelp Email Form

Thank you for contacting Sony BMG Online.
I’m sorry that you felt I was being unresponsive to your missive, and
appreciate your attempt to “train” me on proper customer service, but
until they are changed - both you and I must abide by the support
policies made available to us to follow. I can not address another round
of your comments as your technical support issues have been
answered.

There are only two items in the letter I should address:
1. You have been asked to install the service pack 2a update for our
XCP technology, not MediaMax as discussed in the article links you sent
me. The Trey Anastasio “Shine” CD does not contain MediaMax content protection software. MediaMax is a completely different animal supported
through a completely different division (Sunncomm). Had you
indicated you owned a MediaMax product, I would have gladly referred you to
the correct support location for your product.

2. Our XCP SP2a update, as well as the uninstall process we released
have been fully, and independently, tested by each of the major
security and spyware firms - none of which had been able to identify any security flaws.

If you continue to not install at least the SP2 update you are placing
your self at risk, not Sony. The decision not to install the
update, orperform the full uninstall of the XCP software is your choice to
make and mine only to suggest.

If you wish to have your concerns alleviated by someone specializing in customer service, please address your comments to our Sony BMG customer service agents for personal response and attention. Sony BMG
Customer service is available at: 877-251-7573 (9am - 8pm EST). For fastest
response, be sure to reference your previous event ID number: E29594391.

NOTE: The number above will not be able to assist you with your
CD exchange, or provide you with an MP3 file status.
Those are separate contacts you have already been provided.

NOTE: The SB number (not “XB”) is not emailed, but is a part of the
shipping label and confirmation page you are
to print out when making your exchange request. As such you
should have access to that number. It will read as:
Sales Order No. SBxxxxxxx (where x = a number 0-9).

Thank you for the opportunity to be of assistance.

The Sony BMG Online Support Team
CC2X
John

---

Original Message Follows:
————————
John (CC2X),
Look John, I’m in public relations. Everyday, I counsel my clients
About customer service and how to treat customers. I’m sure you’ve heard
the old axiom that the typical person tells 20 people about a negative
experience and tells only 5 people about a positive one. Here’s a
great example of this in action.

I purchase approximately 30 CDs a month, attend approx 2 concerts a
week, maintain a music news and review Web site and am the biggest
proponent of music and artists you will find. My job is to spread
the word about events, bands, good news and bad.

For this particular Trey Anastasio CD, I purchased the CD the day
it was released to write a review prior to his concert the night before. I
didn’t care that I was already being mailed the CD for free (to
review for my Web site), and I went ahead and purchased it. I often do this
with albums I would typically get from free from bands looking for
good PR on my Web site.

Perhaps if on Nov. 2 — when I made first contact — Sony had sent me
A replacement CD, security patch for my computer and offered me some
compensation for the trouble I would leave this alone. But instead
I’ve had to fight for 35 days to get a replacement CD, removal program and
still haven’t received recognition that Sony made a mistake and is
working to fix our relationship.

I think you can realize why I’m hesitant to trust Sony at this point.
Just today, another news cycle about another Sony Copy Protection
Patch leaves computers worse than before:
http://www.freedom-to-tinker.com/?p=942
http://www.theregister.co.uk/2005/12/07/sony_cd_security/
http://business.timesonline.co.uk/article/0,,9075-1914429,00.html

I’ve already told you what a huge Sony customer I am (TV, Radios,
PSP, Discman), and I simply don’t feel like what you’re doing is enough
to make me feel like I have a credible concern that’s being addressed.

Let me clarify, I don’t feel like you (on behalf of Sony) are
taking my concern seriously given all the back and forth that was necessary for me to obtain the simple answers that came in your last two e-mails.

You haven’t offered anything above and beyond sending out a new CD, mp3
links and a spyware patch, and you’re taking your time about it,
too.

That leaves a bad taste in my mouth that I’ll be sure to share with
friends and my readers. Make sense?

During the 3.5 hours I’ve spent on your issue this morning, I
Stumbled across this:
Sony is wholeheartedly committed to improving product and service
quality from the customer’s viewpoint. Sony’s goal is to gain its
customers’ total trust, confidence and satisfaction…A key aspect
of Sony’s corporate mission is to be a trusted partner to its
customers.

Sony will achieve this by viewing products and services from the
customer’s perspective and by continuously improving the quality of
its CS activities. Sony wants its customers to have high expectations,
and is dedicated to fulfilling them.”
Taken from:
http://www.sony.net/SonyInfo/Environment/people/customers/satisfaction/

I don’t think you could argue, John, that I’m NOT being treated as
a trusted partner” here, and you’ve done nothing to ensure my “total
trust, confidence and SATISFACTION.” Your mission statement says
you factor in the “customer’s viewpoint,” and I’d like to feel that in
every correspondence I have with Sony.

With that said, I do appreciate you taking the time to go through>my
e-mails and answer my questions today. Even if it took me e-mailing all of

Sony to get some personalized response.

I wouldn’t feel it’s necessary to send back all of this detail, but
I think we have a communication breakdown here, John. I’m still not
feeling like you’re taking care of me as a customer.

My feedback below:
1. Greg (1352) should not have referred you to the 7573 number. That
call center is not assisting with either the CD Exchange program,
or the MP3 fulfillment process.

-Okay…and? You’re sorry? You’ll create steps so other customers
Avoid this in the future? I wasted 30 minutes on this. This is where you apologize to the customer and explain why it happened.

2. The CISC agent Randy (CCB9) would be unaware of the email
Address being used to provide “technical” support for the XCP product as
that is one of our “Customer Service” teams and they do not offer email.

Without access to your email support history, they would be unaware of your previous requests.
-And? If I was referred there, why doesn’t he have access to
e-mail?
I’ve mailed hard copies of our communications to at least five
departments now. Do you not have an escalation policy? Explain to the customer what steps failed on your end that resulted in confusion.

3. There never was a 794 number. I have submitted a correction to
the webmaster.
-You’re kidding? So countless other consumers are calling a
Disconnected number? Sony is falling apart, isn’t it? You should also let your telephone support know about this, as they were clueless when I
Asked about this. I plan to call them tomorrow and Friday, so I can letthem
know that then, if not.

4. Our security update was posted within 12 hours of our notification of
the potential security vulnerability. Yes, it took weeks to release the
revised uninstaller, but as I advised you previously the reason
behind the delay in the release was because we were having several
independent security firms and anti-virus/spyware companies test the
uninstaller program before we released it (with their endorsements).
-Your security update was flawed. You can’t take credit for
Releasing something in 12 hours that leaves a bigger hole.

It’s still been 35 days and I don’t have the CD or even at the least an apology from Sony.

Here’s where you should tell the customer that they are correct, you made
A mistake but have now released a final version that you assure me it
will restore things to normal just as before. There’s another news cycle
today about how your patches make things worse.

5. We requested all customers update to the SP2 security patch on 11/2
via our support site and personally requested you perform the
updated uninstall in our response yesterday to try to resolve your various
issues. If your computer has not been cleared of our XCP software
and it’s potential vulnerabilities, it is due to inaction on your part
to address these concerns.
-But you understand why I don’t trust it, correct? You have
neglected to ensure me in writing my computer will be 100 percent back to normal or address how you can still track how many copies I make of the album (not that I have possession of the album to even do this, since you’ve
lost it in the mail apparently). You should explain to the customer that although I feel trepidation in trusting software from Sony, this is guaranteed not to make things worse and is essential to solving the problem you created.

Again, there’s another news cycle today about how your patches make
things worse.

6. You only requested your replacement CD on 11/18/05. You were
Advised at that time that a replacement CD would take 3-6 weeks.
-I requested a replacement CD on Nov. 2. It has been 5 weeks. I
don’t care if 11/18 is when you posted the link. I told you on Nov. 2 I
am unhappy and the problem is not yet remedied. It’s customer service
101. You should never argue with the customer. You have e-mail proof
that I started this request on November 2nd, so you should explain to the
customer that you apologize it will take 3-6 weeks to receive a
non-spyware album and are doing everything in your power to lessen
thiswait time. You tell the customer you understand the confusion
wrought by customer service telling me there’s no way to look up the claim on Friday without an XB number and will look into it. Here’s where you
say that you will also include a voucher for something like $25 in Sony
product, a bonus CD/DVD from that same artist or refund the purchase
price of the CD in addition to sending a “clean” copy. Again, customer
service 101.

7. If your computer has not been cleaned of the security issues,
Please install our SP2a update to correct that issue at:
http://updates.xcp-aurora.com. If you are looking for a full
uninstall program, it was published on 12/4 and is available at:
http://cp.sonybmg.com/xcp/english/uninstall.html.
-Why didn’t you e-mail me, John, when that update came out on 12/4?
How was I supposed to know about it? After so many e-mails back and
forth, here’s where you apologize to the customer for not getting back to
them when the patch was released to remedy the problem. Here’s where you
also guarantee me that my computer will be back to 100 percent normal.

8. The issue regarding form letters was addressed in my last response.
-I think your last two e-mails prove that I was asking for a lot of
information that wasn’t being expressed by buck-passing to 800
numbers.
If you scan down how many times those numbers were listed, it’s
Pretty clear.
Meanwhile, you still haven’t addressed my question about what the
uninstallation software does and what holes if any will still be
open and most importantly, how you can track how many copies I’ve made?

9. If you need further assistance with your MP3 files, please email
Our MP3 Download Help Desk at: xcpexchange@sonybmg.com
-Again, they told me I should have an XB number that I will need to
call about this CD. I don’t have that number. It doesn’t matter if I
call on Friday without that number. I WAS TOLD WITHOUT THAT NUMBER IT
DOESN’T MATTER WHAT DAY I CALL? Do you understand now?

So sorry for the long e-mail, John. I just want you to clearly
understand that I’m not a stupid kid throwing stones. I’m a
concerned customer looking to inform you of my concerns and needs. Sony take
in a lot of money from me each year, and that should factor in here,
too.

If you, on behalf of Sony, really are “wholeheartedly committed to
improving product and service quality from the customer’s
viewpoint,”I’d like to see some action at my viewpoint’s level. Today, if
possible.

Thanks.
Greg

---

From : contentprotectionhelp
ContentProtectionHelp@info.sel.sony.com>
Sent : Wednesday, December 7, 2005 11:06 AM
To : Greg
Subject : RE: RE: ContentProtectionHelp Email Form

Thank you for contacting Sony BMG Online.
I have re-read each of the 7 emails you have received from either
Mike or Myself and only found 1 that had not been individually
Personalized to address your specific concerns and it was our automated response send out to everyone who submits their request on our iPod/iTunes
support form. It naturally received our “form” letter on how to use the CD
with an iPod and iTunes. Please do not generalize. I have broken your
concerns in this last letter into 5 points.
1. Greg (1352) should not have referred you to the 7573 number.
That call Center is not assisting with either the CD Exchange program,
Or the MP3 fulfillment process.

2. The CISC agent Randy (CCB9) would be unaware of the email
address being used to provide “technical” support for the XCP product as
that is one of our “Customer Service” teams and they do not offer email.

Without access to your email support history, they would be unaware of your
previous requests.

3. There never was a 794 number. I have submitted a correction to
the webmaster.

4. Our security update was posted within 12 hours of our
Notification of the potential security vunerability. Yes, it took weeks to release the revised uninstaller, but as I advised you previously the reason
Behind the delay in the release was because we were having several
Independent security firms and anti-virus/spyware companies test the
Uninstaller program before we released it (with their endorsements).

5. We requested all customers update to the SP2 security patch on
11/2 via Our support site and personally requested you perform the
Updated uninstall in our response yesterday to try to resolve your various
issues. If your computer has not been cleared of our XCP software
and it’s potential vunerabilities, it is due to inaction on your part
to address these concerns.

Thank you for the opportunity to be of assistance.

The Sony BMG Online Support Team
CC2X
John

---

From : contentprotectionhelp
ContentProtectionHelp@info.sel.sony.com>
Sent : Wednesday, December 7, 2005 11:06 AM
To : Greg
Subject : Re: ContentProtectionHelp Email Form
KMM15675257I21924L0KM)
1. This is the only email address available for concerns regarding
The XCP software.

2. You only requested your replacement CD on 11/18/05. You were
Advised at that time that a replacement CD would take 3-6 weeks.

3. If your computer has not been cleaned of the security issues,
Please install our SP2a update to correct that issue at:
http://updates.xcp-aurora.com. If you are looking for a full
uninstall program, it was published on 12/4 and is available at:
http://cp.sonybmg.com/xcp/english/uninstall.html.

4. The issue regarding form letters was addressed in my last
response.

5. The issue regarding Greg was addressed in my last response.

6. The issue regarding Randy was addressed in my last response.

7. The issue regarding your opinion of the 35 day time frame was addressed in my last response.

8a. If you need further assistance with technical issues, please
reply to this letter.

8b. If your need further assistance with your CD exchange, please
contact Our Exchange Help Desk at (800) 795-4014 Mon - Fri: 9:00 AM
to 6:00 PM (EST).

8c. If you need further assistance with your MP3 files, please
email our MP3 Download Help Desk at: xcpexchange@sonybmg.com

Thank you for the opportunity to be of assistance.

The Sony BMG Online Support Team
CC2X
John

---

From : contentprotectionhelp

Sent: Wednesday, December 7, 2005 11:06 AM To : Greg Subject : RE:
RE: ContentProtectionHelp Email Form Thank you for contacting Sony BMG
Online.

If the telephone agent indicated that they would not be able to
Located your XB number until Friday, there is nothing we can offer to assist
with your request that you want an answer today. Please call the number
on Friday when they will be able to assist you further.

Email support does not have access to your CD exchange records and
will be unable to assist with this matter further. To check the status
of your CD Exchange, please call our Exchange Help Desk at (800) 795-4014
Mon - Fri:
9:00 AM to 6:00 PM (EST).

Thank you for the opportunity to be of assistance.

The Sony BMG Online Support Team
CC2X
John

---

From : Greg
Sent : Wednesday, December 7, 2005 8:54 AM
To : ContentProtectionHelp@info.sel.sony.com
CC : greg
Subject : RE: RE: ContentProtectionHelp Email Form
Mike-CC2S and John-CC2X,
PLEASE READ THIS IN ITS ENTIRETY BEFORE SENDING ME A FORM LETTER
BACK.

Okay, here we go:
At your direction yesterday, I called 800-795-4014 and spoke with Greg
(1352), who told me he couldn’t help me without an XB number and to
call the 877-251-7573 number.

Today, I just spent 18 minutes 28 seconds on the phone with Randy
(CCB9) at the 877-251-7573 number, who told me he has no clue what an XB
number is and has no idea what the ContentProtectionHelp
(ContentProtectionHelp@info.sel.sony.com) department is.

That means he had no record that I’ve been trying to contact Sony
for 35 days now and isn’t aware of your department or the advice you’re
giving me.

Then he told me that your Web site lists 800-794-4014 (not 795), so
I called both numbers and got Greg (1352) again today, who told me I
should call the 877 number. You should know the 794 number is disconnected. 35 days, 12 e-mail exhanges later and still nothing. I don’t have an XB number.

I don’t have the CD I tried to purchase. My computer is infected with
spyware because of you still 35 days later.

I own a Sony TV, Sony DVD/VCR combo, Sony stereo, Sony Playstation,
Sony car stereo and Sony Discman. And this is how you treat your loyal
customers?

Please advise,
Greg

---

From: contentprotectionhelp

To: Greg
Subject: RE: RE: ContentProtectionHelp Email Form
Date: Wed, 7 Dec 2005 06:58:18 -0500 (EST)

Thank you for contacting Sony BMG Online.

To check the status of your CD Exchange, please call our Exchange
Help Desk at (800) 795-4014 Mon - Fri: 9:00 AM to 6:00 PM (EST).

Thank you for the opportunity to be of assistance.

The Sony BMG Online Support Team
CC2S
Mike

---

Original Message Follows:
————————
John (CC2X)
That’s it? Did you even read my e-mail?
I called your 800 #, and they told me they don’t know anything
about my CD and without this mythical XB number I was supposedly e-mailed (I
was not) they can’t look it up until Friday, then they told me to call
this number 877-251-7573. But then they told me they would actually have
a manager call me back. Then I e-mailed that link about the MP3s, and
they told me to call the number (see first e-mail below).

So you’ve sent me a form letter reply and directed me to a helplLine that cannot help me and e-mail address that directs me to a help
line that can’t help me.

As far as that program, I do not trust your uninstaller without
sufficient time for other fools to run it and see if it really
works this time. You refuse to confirm in writing that it will not
inflict additional harm to my computer. As you know, within days of
releasing your last uninstaller, reports were widespread that it actually did more harm. This particular uninstaller took 65 days to come, which is
completely ridiculous.

To that point, the fine print on your new installer says is overly
confusing, “Please note that uninstalling from your computer the
XCP software and associated content protection files loaded from an
XCP-protected CD will NOT delete or affect your use of any audio
files that you have previously transferred from an XCP-protected CD. Such
files remain subject to the digital rights management rules in the
End User License Agreement: namely that you may rip the audio into the secure formats provided on the disc, move these tracks to compatible portable devices, and make up to three copies of each track on to CD-Rs.”
- so does that mean you’re NOT still monitoring my computer? Does
This mean that my computer will be completely back to normal? How would
you monitor how many copies I make without your rootkit?

Anyway, I gather all you’re offering me for all of this trouble is
1).a help line that won’t help to get a “clean” copy of a CD I tried to
Buy 34 days ago and

2). Eventually just a CD and MP3s that I already paid you for. Again, I’ll give you an A+ on this customer service and report. I can’t believe Sony doesn’t have a policy for stuff like this. It appears you aren’t authorized to extend any further support, compensation or advice apart from a form letter, are you?

If not, I’d like to be directed somewhere else with someone who has
power to do something. I would like to be directed today. This is
ridiculous.

Please advise,
Greg

---

From:
To: Greg
Subject: RE: RE: ContentProtectionHelp Email Form
Date: Tue, 6 Dec 2005 15:31:33 -0500
Hello,
Thank you for participating in the SONY BMG XCP CD exchange
program.

We apologize for the difficulties with your CD exchange. At your
convenience, please give us a call at 1-800-795-4014, Monday
thorugh Friday between 9 AM and 6 PM, so that we may resolve this issue for
you as quickly as possible.

Sincerely,
The SONY BMG MUSIC ENTERTAINMENT Team

From: Greg
Sent: Tue 12/6/2005 3:06 PM
To: Exchange, Xcp
Subject: FW: RE: ContentProtectionHelp Email Form

Please advise me on my MP3 downloads. Thanks.

Greg

---

From: contentprotectionhelp

To: Greg
Subject: RE: ContentProtectionHelp Email Form
Date: Tue, 6 Dec 2005 14:14:10 -0500 (EST)

Thank you for contacting Sony BMG Online.

Sony BMG has released a revised and fully secure tool in order to
Uninstall the XCP software and all associated content protection
files.

Please visit the link below to download this tool:
http://cp.sonybmg.com/xcp/english/uninstall.html

To check the status of your MP3 downloads, please email our MP3
Download Help Desk at: xcpexchange@sonybmg.com

To check the status of your CD Exchange, please call our Exchange
Help Desk at (800) 795-4014 Mon - Fri: 9:00 AM to 6:00 PM (EST).

Thank you for the opportunity to be of assistance.

The Sony BMG Online Support Team
CC2X
John

---

Original Message Follows:
John (CC2X),
It’s been 34 days, and I still have not received any word from you
Oo anyone else at Sony about your steps to resolve this issue. This is
unacceptable.

I’ve spent countless hours working on this problem, and it appears
that any steps I take to remove your spyware are considered illegal,
even though Sony used illegal pirated code in your own version of the
software.

Meanwhile, my computer remains open to hackers, viruses and any
information it’s sending back to you without my knowledge or
permission.

Yet, you’ve done nothing after 34 days.

Hoping you saw this editorial from OK Go’s lead singer today:
http://www.nytimes.com/2005/12/06/opinion/06kulash.html?ex=1291525200&en=8f95ed31d4548c37&ei=5090&partner=rssuserland&emc=rss

Well John, I’ve sent my infected CD to you as directed and did not receive another copy, nor have I received the promised MP3 links.

Of course, the only proof I have that I mailed it is from the e-mails
below, so you’ve basically screwed me again. Can you update me on my
non-rootkit-infected album, please?

Meanwhile, I’ve let the artist know how unhappy I am with this
situation, and they keep telling me to take it up with you. So the
ball (or buck, haha) has been passed back to you and is in your court.

What steps are you taking to ensure that I will continue to be a
Sony customer, not just with music but in videogames, TVs, computers and
other appliances? Oh, NONE.

The answer after 34 days is none.

You would think that after 34 days, your policy would dictate some
type of response, regardless of the fact you’re not allowed to make
outbound calls or actually make a promise in writing.

You’ve run me out of options, you’ve taken my CD and you’ve wasted
My time.

Please advise,
Greg

---

From: Greg
To: “‘contentprotectionhelp’”

Subject: RE: ContentProtectionHelp Email Form
Date: Fri, 18 Nov 2005 21:44:06 -0600
John (CC2X),
I have dropped the CD in the mail with the following letter and a
Copy of all of my correspondence with Sony Customer Service and your
inability to resolve this issue effectively and in a timely manner:

November 18, 2005
Dear Sony,
Enclosed is my copy of Trey Anastasio’s “Shine” that was purchased
At Best Buy on 11/1/05. Please mail me a malware/spyware/rootkit free
disc.

On 11/2/05, I inserted “Shine” into my Windows PC, accepted your
Cryptic EULA and installed your spyware onto my computer. I made one copy
of the CD for personal use (travel CD in car), ripped the tracks to my
hard drive and then tried to uninstall the program.

It is my understanding from the mainstream press, blogs, consumer-rights
Web sites like EFF.org and my own research that you have encrypted
a non-removable rootkit in the “Shine” CD that has now infected my
computer and is undeletable.

I was listening to NPR on my commute when Thomas Hesses said, “Most
people, I think, don’t even know what a rootkit is, so why should
they care about it?” and I am flabbergasted at his utter contempt for
customers, which has been exemplified through my experience with
Sony customer service.

As you can see from the enclosed e-mail exchange with “CC2X John,”
I am quite familiar with your current uninstall practices that leave
computers even more vulnerable due to your Active X controller. I asked
“CC2X John” to verify in writing that the software uninstallation
program you will make available will be 1). a standalone removal
tool that will remove the software without transmitting any information
to Sony and 2). will not leave a larger security hole that leaves my computer EXACTLY AS IT WAS BEFORE INSTALLATION OF YOUR SECRET SOFTWARE. I don’t believe he has answered this question in a straightforward way.

It’s also interesting to note that your copy protection software actually makes illegal use of free, open source code licensed under the
GPL.

Therefore, Sony has actually packaged and sold pirated software to
the tune of a few million, and yet you refuse to address my multiple
attempts (NOW SIX CUSTOMER SERVICE REQUESTS) to remove this
software found on a legally purchased CD.

Please advise how you will make restitution for my inconvenience
And efforts to resolve this issue.

Regards,
Greg

---

—–Original Message—–
From: contentprotectionhelp
[mailto:ContentProtectionHelp@info.sel.sony.com]
Sent: Friday, November 18, 2005 1:28 PM
To: Greg
Subject: Re: ContentProtectionHelp Email Form

Thank you for contacting Sony BMG Online.

The reason behind the delay in the release is because we are having several independent security firms and anti-virus/spyware companies
Test the uninstaller program before we release it (with their endorsements).
It has been designed as a stand alone process and will not require
you to be connected to the Internet for completion of the uninstall.

Thank you for the opportunity to be of assistance.

The Sony BMG Online Support Team
CC2X
John

---

Original Message Follows:
————————
John,
Thanks for the feedback. Just printed off my UPS label and will
drop it in the mail today.

Can you verify in writing that the software uninstallation program
Yyu will make available will be a standalone removal tool that will
Remove the software without transmitting any information to Sony and will
Not leave a larger security hole?

I just need to have Sony’s word before I give up my current plan –
which is to waste countless hours backing up all my Word files,
family photos, legal mp3s, etc. onto CDRs and reformat my hard drive.
That’s what the folks on the Internet are saying is the only way to fix
This mess. If that’s the case, I’d like some compensation for the CDRs
And time.

Please advise. Thanks! -G.

---

From: contentprotectionhelp

To: Greg
Subject: Re: ContentProtectionHelp Email Form
Date: Fri, 18 Nov 2005 13:26:19 -0500 (EST)

Thank you for contacting Sony BMG Online.

1. Sony does not offer a direct legal contact outside the mailing
address of our corporate offices.

2. By definition, email support does not make outbound calls. Sony BMG
offers telephone support at: 877-251-7573 (toll-free in the U.S.;
9am-8pm (EST), 7 days a week). Sony BMG shortly will provide a revised
and secure procedure in order to uninstall the XCP software completely
from your computer. This uninstall procedure will soon be made available
for download on this website.
http://cp.sonybmg.com/xcp/english/uninstall.html

Sony BMG has initiated a CD exchange program whereby consumers may
return any CD containing XCP software for a replacement version of
the same title without content protection. Shipping in both directions
is free. To participate in this program, please visit:
http://www.upsrow.com/sonybmg
Thank you for the opportunity to be of assistance.
The Sony BMG Online Support Team
CC2X
John

---

Original Message Follows:
————————
John (CC2X),
Still waiting on an answer on this.

Here’s where we’re at on your A+ customer service:
-Your web site says to call an 800#
-I called your 800# and got a form letter in the mail talking about
iTunes, of which I haven’t even addressed.
-I submitted a form online and got a form letter in my e-mail about
iTunes.
-I ‘ve e-mailed you and was directed to mail letters to your
CEOs.

I’ve posted entries on my blog and the Minneapolis Metroblog
Looking for answers.

What are my next steps?

Right now, I’d like two things:
1). I’d like a direct e-mail address with a specific contact on this.

2). I’d like a phone call from you at XXX-XXX-XXXX today.

Please advise.
-G.

---

From:
To:
Subject: RE: ContentProtectionHelp Email Form
(KMM15549152I21924L0KM)
Date: Thu, 22 Dec 2005 14:50:07 -0500

To Our Valued Customers:
You may be aware of the recent attention given to the XCP content
protection software included on some SONY BMG CDs. [A list of
titles can be found at http://cp.sonybmg.com/xcp/english/titles.html]

This software was provided to us by a third-party vendor,
First4Internet.
Discussion has centered on security concerns raised about the use of CDs containing this software.

We share the concerns of consumers regarding these discs, and we
have commenced a mail-in program that will allow consumers to exchange
any CD with XCP software for the same CD without copy protection and
receive MP3 files of the same title. We also have asked our retail
partners to remove all unsold CDs with XCP software from their store shelves
and inventory. Details on the SONY BMG XCP Exchange Program can be
found at http://www.upsrow.com/sonybmg/.

We deeply regret any inconvenience this may cause our customers
and we are committed to making this situation right. It is important to
note that the issues regarding these discs exist only when they are
played on computers, not on conventional, non-computer-based CD and/or DVD
players.

Our new initiatives follow the measures we have already taken,
including the voluntary suspension of the manufacture of CDs with
the XCP software. In addition, to address security concerns, we
provided to major software and anti-virus companies a software update
which consumers may download at
http://cp.sonybmg.com/xcp/english/updates.html. This same software
provides the option of securely uninstalling the XCP content
protection components from computers.

Ultimately, the experience of consumers is our primary concern, and
our goal is to help bring our artists’ music to as broad an audience
as possible. Going forward, we will continue to identify new ways
to meet demands for flexibility in how you and other consumers listen to
music.

Please go to http://cp.sonybmg.com/xcp/english/faq.html for an
FAQ on this topic.

Thank you.
SONY BMG

---

—–Original Message—–
From: Greg
Sent: Monday, November 14, 2005 10:47 AM
Dear Sony,
I know you’re not all the correct contacts for this, but nobody
Is listening. Please forward to the appropriate contact.

I’ve installed your vicious rootkit (Trey Anastasio’s “Shine”),
Called your 800 # and got a form letter in the mail that only shows me how
To import into iTunes - but HOW DO I DELETE YOUR SPYWARE? Trey Anastasio’s
management told me to contact Sony. I did that, and you’re sidestepping
the issue.

Of the given links found on anti-Sony blogs, they all require
inappropriate steps on your part or illegal steps on my part to
delete.

I do not trust you, so I will not run your Active X control. I do
not know what it does, and I am concerned that it will transmit
information to you that I don’t want you to receive.

So I will not perform an online uninstallation of the Sony
spyware.

Please send me a link to a standalone removal tool that will
remove the software without transmitting any information to Sony.
I require the following information:
- Uninstallers for *ALL* computer based DRM software distributed on
Sony audio/video media. This must be standalone and not entail
additional harm to my computer or illegal transmission of data to
Sony.
- A complaint contact for this issue
- A contact for your press and legal office

Your failure to address this situation within the week will leave me no
choice but to file a complaint with the FTC and my local govt.
representatives. Please advise ASAP.
Regards,
Greg

---

From: contentprotectionhelp

To:
Subject: Re: ContentProtectionHelp Email Form
(KMM15549152I21924L0KM)
Date: Wed, 2 Nov 2005 09:17:58 -0500 (EST)

Thank you for contacting Sony BMG Online.
We appreciate your purchase of our CD and apologize for any
inconvenience.

Please follow the instructions below in order to move your
content into iTunes and onto an iPod.

[Macintosh]
If you have a Macintosh computer you can copy the songs using
your iTunes Player as you would normally do.

[Windows]
If you have a PC place the CD into your computer and allow the Sony BMG
audio player on the CD to automatically start. If the player
software does not automatically start, open your Windows Explorer.

Locate and select the drive letter for your CD drive. On the disc you will
find either a file named LaunchCD.exe or Autorun.exe. Double-click
this file to manually start the player.

TIP: If your CD does not contain either the LaunchCD.exe or
Autorun.exe files, it may not be compatible with this
iPod solution. Please reply to this letter for more
information.

Once the Sony BMG player application has been launched and the
End User License Agreement has been accepted, you can click the Copy Songs button on the top menu.

Follow the instructions to copy the secure Windows Media Files (WMA) to your PC. Make a note of where you are copying the songs to, you will need to get to these secure Windows Media Files in the next steps.

Once the WMA files are on your PC you can open and listen to the songs with Windows Media Player 9.0 or higher (or another fully
compatible player that can playback secure WMA files, such as
MusicMatch, RealPlayer, and Winamp).

You can then burn the songs to a standard Audio CD. Please note that in order to burn the files, you will need to upgrade to, or already have, Windows Media Player 9 or 10.

Once the standard Audio CD has been created, place this copied CD back into your computer and open iTunes. iTunes can now rip the songs as you would any normal audio CD.

Please note an easier and more acceptable solution requires cooperation from Apple, who we have already reached out to in hopes of addressing this issue. To help speed this effort, we ask that you use the following link to contact Apple and ask them to provide a solution that would easily allow you to move content from protected CDs into iTunes or onto your iPod rather than having to go through the
additional steps above:

http://www.apple.com/feedback/ipod.html
Thank you for the opportunity to be of assistance.

The Sony BMG Online Support Team
CCKM

---

Tues. Nov. 1, 2006

Original Message Follows:
————————
Email Address: greg@xx.com
Case ID :
Packet :
Artist Name : Trey Anastasio
Disk Title : Shine
Store Name : USA/Best Buy
Country : USA
Language :
Problem Type : IPOD
Device Type : iPod
Manufacturer :
PC Brand :
Model : iPod
OS :
Auto Mfg :
Auto Model :
Auto Year :
Message : iPod