I tried to log onto Wanadoo jukebox at the weekend only to discover that it no longer exists. Instead I am forced to redirect to the Orange Jukebox (which I had previously visited and found to be quite poor with a smaller catalogue).
I can no longer access the unlimited streaming that I had set up and more importantly I cannot even access the 500+ tracks that I have previously downloaded if I need to reload, relicence or to transfer them to my new computer.
I have not had any advice about what has happened to the direct debit that was set up for streaming and the only access I had to my account was through the Wanadoo Jukebox.
One very small conselation is that they did actually transfer my credit balance from Wanadoo Jukebox!
The help screens on the Orange Jukebox is appalling, there is no mention at all on the site about Wanadoo Jukebox, let alone information to Wanadoo Jukebox customers who have had Orange Jukebox forced upon them.
I contacted customer services to try and find out how to get access to my previously downloaded tracks and spent 10 mins on hold whilst the customer services person tried to find out what to do. When they came back I was told that no one had a clue and I was to e-mail a question. When I asked for the e-mail address of the relevant unit they could not even tell me that.
I sent an e-mail querying the above points and even requested information as to how to have my credit balance refunded to me. I received a response this afternoon, a stock reply e-mail that redirected me to the help screen that was no use whatsoever, but it did extole the marvels of the Orange Music Player program!! There was no attempt to resolve any of the issues raised in the e-mail.
I am appalled that they have done this in this way.
Has anyone else experience this and have they managed to find out how to access their archived download files?
It is a bit of a surprise, AFAIK the only way to contact the people who run the jukebox is through the form on the website, couldn't spot an actual email address when I looked.
As it's run by a 3rd party company Orange themselves can't really help much, as you've found.
The new Orange Jukebox is absolutely terrible! You don't seem to be able to open it within Windows Media Player, searching is difficult at best and they are way behind on the new releases. STAY CLEAR IF YOU CAN. On the plus side, they seem to have accidentally doubled my account balance on the Wanadoo / Orange transition, so I'll stick with them long enough to spend that (if there's anything new enough to download).
Sparky hit the nail on the head. Orange were well out of order with not even bothering to contact existing jukebox customers before forcing this substandard rebrand and new front-end/app on them. I have had nothing but trouble with downloading new tracks - don't even get me started on accessing existing paid for downloads. I began contacting them a month ago via their website and have had nothing useful back from them yet. Automated emails are apalling. They did recredit my account for the tracks I unsuccessfully tried to download, but will not give me back my money. I STILL can't get the download to work. THEY SUCK!!! It's so frustrating and this strikes of complete arrogance (typical French) on their part for not responding to genuine queries.
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