MSCL.com

First, thanks to Gord for building the site. I totally appreciate that if it was not for him, I would have been handling all of this by hand and probably would be fit to be tied right now. This data is from the time of my wedding (8/11/2002). There were many other problems and double bills that I recorded by hand, but I do not have an accurate count (although I do have those emails logged, and I hope to have time to file through it).

541 who reported to drygrass were overbilled (double charged or overbilled)

355 have cancelled their orders.

I cannot predict how many people called or emailed AU without submitting problems to the drygrass.com site. As of today, based on a survey sent out almost 2 weeks ago, 15.9% of overcharge respondents received a refund.

Here is the overview of the data (note, processed simply means it was removed from the queue by AU. It does not, unfortunately, mean that a problem was fixed. About 350 were cleared out within an hour this week):

ProblemTotal = 1220
Processed = 897 (74%)
DoubleBill = 460
AddressChange = 107
Cancel = 355
New Email = 27
Overcharged = 81
No Charge = 46
CCExpires = 5
Complaint = 33
Other = 99

We will be sending follow-up surveys soon. Both to cancelled customers and to overcharged customers.

Jason

As of 11-4-2002 10:30 PM EST

ProblemTotal = 1362
Processed = 933 (69%)
DoubleBill = 529
AddressChange = 110
Cancel = 398
New Email = 29
Overcharged = 92
No Charge = 47
CCExpires = 5
Complaint = 38
Other = 107

I've been curious about how exactly this data is collected for a while. The numbers are sure scary, but I wanted to ask a few questions.

First, does the database recognize when someone enters one problem multiple times? I'm sure there are plenty of people who don't see results, and then fill out the forms again. It would be a shame to throw around 529 as a horrendous amount of overcharges, and then it comes to be only around 100 (which is really bad in itself, but you don't want to be citing incorrect data for something like this).

Second, if someone enters a problem as a double bill, and then reenters it as a overcharge (which could mean the same thing) will the database recognize that as one problem, or two?

We all know that AU has done some horrible things, I just want to know that the facts against them are correct and not based on faulty information.

Those are complaints. Reduce by about 20% for a more accurate number. People wouldn't complain twice if something was fixed. The number of people waiting for refunds is at about 900. A lot of the "other" complaints are triple charges or non double charge overbills.

Jason Rosenfeld wrote:Those are complaints. Reduce by about 20% for a more accurate number. People wouldn't complain twice if something was fixed.

Very true. Thanks.

andrewgd wrote:

Jason Rosenfeld wrote:Those are complaints. Reduce by about 20% for a more accurate number. People wouldn't complain twice if something was fixed.

Very true. Thanks.

There are also some complaints that look like duplicates (one person complaining twice about double-billing) but it turns out someone was tripple-billed. It's a shame.

Gord

Yeah, I listed by name and thought we had a bunch of duplicates, but it turns out those people were actually billed over $300!!!

GordLacey wrote:

andrewgd wrote:

Jason Rosenfeld wrote:Those are complaints. Reduce by about 20% for a more accurate number. People wouldn't complain twice if something was fixed.

Very true. Thanks.

There are also some complaints that look like duplicates (one person complaining twice about double-billing) but it turns out someone was tripple-billed. It's a shame.

Gord