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did people who cancelled receive any confirmation
I got the same thing!
Now, I just hope that when I get my report online, I will see the credit. I still think the Credit submitted part is a good sign and I hope it is true and I don't have to deal with AU ever again. How weird that I e-mailed 3 times Ross and never got an answer from him.... maybe he is on the run Dominique "Jason and Gord would've never have gotten involved in the credit rufund process if the level of INACTION over at Another Universe hadn't put Jason is such a horrible spot: feeling regret for ever pointing us towards this company in the first place." I wasn't just referring to the credit refund process ... Here is some info taken from from Home Theater Forum - My So Called Life - DVD Boxset Release Details (sorry they aren't in order) Posted: May 7th, 2002 05:19 PM Post (#35 of 435 posts) JasonRosenfeld Member Member Since: March 15th, 2002 Snail mail not sent yet. In my defense, I am still trying to track down the people who have not received the confirmation email (basically anybody with hotmail, which is a lot), and fix the credit card declines (not as bad as it seems, not only due to insufficient balances, but also people trying to creatively skirt tariffs by giving different shipping and billing addresses). I will find out when the snail mail will go out, and there will be a post both here and on mscl.com (which is still down, btw), when they are mailed. -- Posted: May 21st, 2002 01:40 PM Post (#69 of 435 posts) JasonRosenfeld Member Member Since: March 15th, 2002 I emailed 500+ credit card decline people on Friday I emailed 850 unconfirmed people yesterday. I'm SWIMMING (drowning is more like it ) in emails today. Have 340 replies in my inbox this morning. Luckily, I automated some of the process. I would imagine that we will be in good shape at the end of the week to send snail mails. I'll keep you posted with what I get done. -- Posted: July 11th, 2002 06:00 AM Post (#133 of 435 posts) JasonRosenfeld Member Member Since: March 15th, 2002 I don't blame you for feeling that way. I, more than anyone, can't wait for this thing to ship so I can have my life back. Getting married in a month, and I thought this would be well behind me. However, unlike others I have to share in the blame. I cannot cop out and just say "yeah, I can't wait for this to be done either" because I am actually part of this process. BMG did not realize that not all of the music was cleared until later in the game. Otherwise, I would not have pushed to start the pre-orders as soon as I did. This literally did not come up until the pre-order process started. Before I go to bed, I will ask all of you to please check your credit card bill. I received 3 emails today from people who were doublecharged on 7/3. This seems like a small number, but for someone who, as of late, rarely gets emails like this, this is what I refer to as a potential problem cluster. If there was a problem, please email me at jasonr@mscl.com. I am looking into the cause and correcting any errors as I am notified about them. thanks Jason Last edited by JasonRosenfeld on July 11th, 2002 at 06:05 AM -- These are from the MSCL DVD board here - GordLacey Dry Grass Partners LLC Joined: 30 Jun 2002 Posts: 69 Posted: Tue Aug 13, 2002 8:11 pm Post subject: Double-charged -------------------------------------------------------------------------------- Guest: If you got double-charged please fill out the customer service form at: http://www.drygrass.com/mscl/ Mike @ AU has gone through and processed almost all the problems that have been reported. ALL the double-billing has been processed today. Gord -- GordLacey Dry Grass Partners LLC Joined: 30 Jun 2002 Posts: 69 Posted: Tue Aug 13, 2002 8:26 pm Post subject: Re: AU Overcharge -------------------------------------------------------------------------------- Mike at AU went through and processed a TON of the problems today. I know he got through all the double-billing and over-charges. Jason and I only gave them access to the customer service site on Friday (and it was late...about 8pm PST) so I think that's a great response time. Gord -- Jason Rosenfeld "Mr. DVD" Joined: 30 Jan 2002 Posts: 718 Posted: Sun Apr 21, 2002 10:31 pm Post subject: Have a question about your DVD order? The AOL Instant Messe -------------------------------------------------------------------------------- It is not eloquent. But type an AOL IM to ja5onrobot The only message should be your order number (not even a single space or period after it). It will spit back your order status as of Friday. NEW FEATURE: just type in your email address to get your order number. then just type that order number if you want the status There are different columns of data, so I have it spit out these messages (it can be any combo): deposit-charged - you were charged $20 balance-charged - you were charged the balance deposit-declined - your credit card declined when you paid the deposit balance-declined - when they charged the remainder, your card declined dbl-charge-balance - you reported (or they discovered a double charge) dbl-charge-deposit - you reported (or they discovered a double charge) It is not uncommon for 2 or 3 messages to come back. If there was an error message (double charge, or card decline) you should email me at jasonr@mscl.com If the response is blank (not no response, but a blank response, email me too. you may not have been confirmed yet.) If the bot is down, some pinhead probably warned it too much.  Best, Jason -- Jason Rosenfeld "Mr. DVD" Joined: 30 Jan 2002 Posts: 718 Posted: Thu Jun 06, 2002 9:48 am Post subject: Re: DVD Set Problems and Questions -------------------------------------------------------------------------------- You should not disconnect AU's service and my replies. They were aware that MSCL needed someone to focus just on them, so we got them to officially put me on the customer service beat. So, if you heard from me, you heard from someone authorized to work on your order by AU. This should come as no surprise, as I have probably communicated one-on-one with 80% of the people who pre-ordered. You will like to know that I am currently working on a system with my partner, who runs TVShowsOnDVD.com, to manage pre-orders in a more automated fashion. Once you order something, you would be able to check on the status and also change information, such as shipping, by logging in with a password, customer number, etc. My hope is to take the experience from this pre-order and make it run much more smoothly. It is going to make the AIMbot look like a cromag. -- GordLacey Dry Grass Partners LLC Joined: 30 Jun 2002 Posts: 70 Posted: Tue Aug 20, 2002 9:22 pm Post subject: -------------------------------------------------------------------------------- Anonymous wrote: I found a link to the Drygrass form (here, in this forum, which I only discovered a about a week and some ago - remember not all MSCL DVD customers know of this forum!) and entered my information there. Got a couple of auto-reply-type mails indicating that my problem was looked at and 'processed'. That's it. This tells me absolutely nothing. That you know what it means is meaningless when the customer does NOT. I take full blame for the wording on the DryGrass site. AU didn't have any input into it, and they only saw it a day or two before it went into use. The emails that are generated when someone reads the problem, and when it's processed were written by me so I appologize for the wording in them. That form was built in about a week; the same week I was packing everything up and moving to an apartment. While there was some thought that went into it, I'm sure it could have been better if I had more time. Gord P.S. Suggestions to make it better? Email me: gord@drygrass.com -- There is info that goes back further if you care to search for it. Jason was doing the Customer Service on AU behalf. Here is one of the earliest that I just found here - Jason Rosenfeld "Mr. DVD" Joined: 30 Jan 2002 Posts: 727 Posted: Sun Mar 17, 2002 9:53 pm Post subject: If you were charged the full amount for pre-order, please an -------------------------------------------------------------------------------- 1) Was the date different than the date of the original order? 2) Did you use a credit card or debit card? (some debits show authorizations as sales) if this happened to you, please email me at jasonr@mscl.com. I will get to the bottom of it. Jason -- sorry for the length of this but as you can clearly see Jason was doing the Customer Service for AU for quite some time. And yes, he had Gord take over during his honeymoon. The rest of your comments will have to wait, sorry.
I got the brief note from the Drygrass form about my request being taken out of queue and a credit being submitted. I'LL BELIEVE THAT WHEN I GET MY MONEY BACK. Ok I'm done shouting. Once I see money in hand I will call AU back and request they delete all information about me from their system including my credit card number. Then again since I check my accounts daily they can't steal any money from me for more than 24 hours from now on.
Cate-
I see what you are stating, but the whole "too many cooks" is not the problem. All one need do is look at the freelancers who have not been paid either, and Gord and Jason had zero involvment with them. Keep in mind I ordered the set from AU on February 15, and recieved no e-mail confirmation of this or anything else. Merely a charge on my credit card, and another on March 13 let me know that I had had any interaction with them. My perspective (and I am stating it CLEARLY this way as to not claim it as "the facts" as all see it), is that AU was not communicating with their customers about this pre-order AT ALL, and Jason and Gord were trying to do something about that. The fact is, the people at AU kept on giving e-mail address after e-mail address: justin@anotheruniverse.com, mike@anotheruniverse.com, and ross@anotheruniverse.com, when sending e-mails to them usually, pre reports in here, meant nothing was going to happen. Perhaps Ross claiming this was streching his infatructure was true? But the fact is, AU was so piss poorly organized, that they couldn't even handle the simple pre-order, confirmation of order, order status and refund process that ANY on-line vendor should have a solid infracture prepared by the first day of business. Mark Cate, I think you'd have a valid point if you could prove that Jason tried taking over customer service from someone who was doing a good job (someone at AU). The fact is, no one at AU was doing ny kind of customer service until Jason stepped in. People emailed Jason with a problem and they received a response; people emailed AU and they were left wondering if the email ever reached them. I have spent a great deal of time on this set for absolutely no money, and no promise of money. Had I known that someone like yourself would then complain that I was even involved, I wouldn't have ever tried to help out. Right now Jason and I are trying to give the customers service and respect since they aren't getting it from AU. I think you should be asking yourself how many times you've been contacted by AU in this whole process. Gord
Gord-
Exactly my point. Based on what Cate is saying, I assume that she was happy with the customer service, or lack therof, that she was recieving from AU, and that you and Jason "mucked it up" by merely attempting to resolve problems that, when left to AU, remained unanswered. I guess if it looks like the two of you were in over your heads, well, geez, who wouldn't be when trying to make up for AU's incompetence? Mark I will just say that my official "function" was not customer service. I was forced into it because I was getting frantic emails from hundreds, if not thousands of people who were concerned about their orders.
I was supposed to do the following: 1) hunt for content 2) design compelling packages (not the artwork, but the value proposition) 3) market them Would be nice if I had a contract for even that. I don't have one for anything, unfortunately. The customer service aspect of this project was always reactionary. Things were done AFTER they were needed, not before. Jason became in charge of CS once AU proved they couldn't handle it. A form for reporting problems was created AFTER so many problems were reported. AU had nothing setup to handle any problems with orders. No way to change shipping information, credit card information, email changes, cancellations, double-billing problems...we set up the form for them to use and asked them if they had any questions. Mike ended up using the form differently then we had intended because he said it didn't work the way he wanted it to. The problem was that he didn't TELL us (or me) how it could work better for him, so we had no idea there was a problem. He finally told me how it could be improved, and a few hours later the changes were made. Gord
I'm sorry, but I just have to say, that I can't believe anyone would point fingers at Gord or Jason. They made it clear from the beginning that they were not representatives of AU in any way shape or form. There was a serious void in customer service from AU that they stepped in and tried to help out with. Again, who is the source of all these problems? Who was responsible for all the double billing? The ridiculousness of this argument leads be to believe that Cate might be just trying to do some damage control for AU, perhaps as an agent of AU. "The ridiculousness of this argument leads be (sic) to believe that Cate might be just trying to do some damage control for AU, perhaps as an agent of AU." Funny, I've been waiting for this.  Actually my daughter brought me here when she received news that the MSCL DVD box set was coming out (way back when). We preordered a few days later (after talking my husband into this, against my better judgement I might add). I knew this was a risk from day one but was willing to take that risk. It is truly amazing what mothers will do for their children. This was supposed to be her birthday present. She has only ever seen the first box set on VHS, and was too young to see MSCL when it aired on TV. (note - I am in no way connected to the other girl, Kate I think) on this board who's mom was buying this set for her birthday) We were also double charged. We have also had problems getting answers from the various entities. We have still not received cancellation of the double charge ... but that is in the hands of the CC company Dispute Resolution Dept. (through NO fault of Ross I might add) So you can see (hopefully ) that I am not an agent for AU and I am not trying to do damage control for AU. I'm just a mom with an increasingly heartbroken kid. I'm trying to figure out what went so wrong here. And I'm not liking what I'm seeing. That's it. (as far as the other comments you and others have made irt what I have said here - my responses will have to wait for now ... but they are coming.) small correctionI said I wasn't connected to Kate ... I meant Hollis ...
Sorry 'bout that. Just to be perfectly clear on possible connections to members here - my daughter reads but very rarely posts.
Cate-
Personally, I appreciate your attempt to say, "Folks can take a look at the facts, calm down, and stop all the over heated speculation." That is what I hear you saying. I also hear you giving AU the benefit of the doubt. That is where the difference lies. Most of us are no longer willing to take AU at their word...any of them. They have told people their credit cards would be refunded, and they weren't (for the most part). They have told people that they paid BMG. Now, currently we have Ross' word against Jason's word, so one has to ask, "Who has lied to me in the past, and who hasn't." Who has tried to sort out this mess, step up to the plate, and try to deal with all of us, when AU seemed to go on the system of either ignoring or sending out responses that were not followed-through on? Of course I am going to choose to believe Jason over Ross. After seeing posts by the folks who are actually manufacturing the lunchboxes, and knowing that Jason has many contacts at BMG, and now this free lancer, Howard, shows up to confirm his lack of payment from Ross.... You post this list of messages from Jason like that is supposed to mean anything other than what it SCREAMS: AU hadn't done diddly, created a HUGE mess, and Jason felt compelled to try had sort it out. But it was a little bit like giving a man a bucket and telling him bail water to prevent the Titanic from sinking. Anyway.... There are two possible situations here: This is an elaborate hoax created and fued by Jason, Gord, and "Howard," to stir us all into a fighting frezny... .(I'm already there.) to which benefit I cannot see, and that they are simply using AU's poor record of customer service and past problems as an opportunity to feed Ventura new customers. Or, Ross has been telling us untruths, and stringing us along for many months, and has not reported to us AT ALL the status of our orders, the situation on the manufacture of the DVDs, and so on.. (Like I said, I have received ONE e-mail from AU the entire time that I had this order placed....not a peep from them since.) Gee, which one seems more LOGICAL and REALISTIC? Mark Go back and read what I wrote ... She saw 6 episodes on the VHS box set she got for Christmas a few years back. She is a massive Claire Danes fan.  (oops, I stand corrected by her older sister ... she did see an episode or two when it aired on Showcase here in Canada.) She has never seen the remaining episodes. She was extremely excited about the bonus disk. yadda yadda yadda Just like everyone else here. She even signed the petition. Understand now? I actually appreciate Cate making "questioning" posts. It's good to have someone asking questions instead of blindly accepting everything that is said on the forums. She's made some very good points in her posts and everything she's posted has been very well thought-out (and makes sense, unlike handheld_football). It's good to have a Devil's advocate, even if it's frustrating sometimes. Gord Who is onlineUsers browsing this forum: No registered users and 11 guests |
