expected response from customer service form?

[ST]

Well, I was one of the previously lucky few, reading the messages about everybody having problem with their order and credit card chages, but thinking I was okay. Now I've joined the ranks of the double billed. I filled out the online customer service form last week, but haven't heard a peep. Since I checked the box to notify me when my problem was "opened" I'm assuming this means nobody has even read the information about my case. What is an appropriate time to expect a response?
- Sharon Taylor

[sameritech]

Sharon, your best bet is to contact the agencies listed below. If you just sit back and allow AU to do this and get away with it, they will continue to take advantage of other customers.


http://www.anotheruniverse.com/
CMI Holdings Group
AnotherUniverse.com
7975 Ramona Ave Suite B
Sacramento, California 958265
(888) 526-6427
FAX (916) 450-0760

Better Business Bureau
http://www.bbb.org/bbbcomplaints/Welcome.asp

California Department of Consumer Affairs
http://app1.dca.ca.gov/complainthelp/co ... plaint.asp

California State Attorney General
http://caag.state.ca.us/consumers/mailform.htm

Internet Fraud Complaint Center
http://www1.ifccfbi.gov/index.asp

[GordLacey]

Well, I was one of the previously lucky few, reading the messages about everybody having problem with their order and credit card chages, but thinking I was okay. Now I've joined the ranks of the double billed. I filled out the online customer service form last week, but haven't heard a peep. Since I checked the box to notify me when my problem was "opened" I'm assuming this means nobody has even read the information about my case. What is an appropriate time to expect a response?
- Sharon Taylor

Sharon,

Mike went through the customer service form on the 13th and processed a lot of the problems, but it doesn't look like he's gone in since then. This weekend I hope to make a few enchancements to the admin end to make it a little easier for him.

Gord

[Guest]

I used the customer service form, received two messages from Mike stating it was read and then one stating it was processed. It will be one week tomorrow since I received those e-mails, and still no refund/credit to my credit card for my overcharge. I don't understand why it is taking so long when I was told it was "processed." I have had refunds/credits to my card before and they have never taken longer than 4 days to show up. I am about ready to contact my credit card directly, which I was trying to avoid. I have wrote e-mails to everyone I was suppose to and filled out the form, still nothing. Just really upset...

[Justin at AU]

As I stated before that it take 7-10 days for our credit card processor to getthe credits to poeple. Sometimes it is faster and other times it takes the full ten days.

Justin

[bonho]

wow, that's just peachy keen, Justin. Maybe you can explain to me why, even after a complaint to customer service and a response from them on the 13th, I was billed for a THIRD time (and on the 15th, no less, TWO days after they were looking into my previous complaint). Face it, Justin, AU sucks ass. You should get yourself another job. I'm going to be talking to AU tomorrow, and if I don't see immediate action, it's gonna be hello small claims court, and I might just be citing you along with Ross Rojek in my suit.

[GordLacey]

wow, that's just peachy keen, Justin. Maybe you can explain to me why, even after a complaint to customer service and a response from them on the 13th, I was billed for a THIRD time (and on the 15th, no less, TWO days after they were looking into my previous complaint). Face it, Justin, AU sucks ass. You should get yourself another job. I'm going to be talking to AU tomorrow, and if I don't see immediate action, it's gonna be hello small claims court, and I might just be citing you along with Ross Rojek in my suit.

I spoke to Ross last night about the double-billing problems. Here's what he said:

There are 3 computers involved in processed an order. The first is the website that you all used to order, the second is a computer that collects the orders and sets them up for processing and the third is Authorize.net, the processing company. Somewhere along the line one of the computers is screwing up and some people are getting double-billed. Ross said that they have printed out every order and are double-checking everything. When it's all said and done you'll pay what you're supposed to for the set.

The good news is it sounds like everything is on track for a Sept 17th release.

Gord

[Sarah]

Nice response.
Everything will be fine in the end and DVD sets should be in our hands within one month. Just what I like to hear.
I myself have sent emails and made phone calls. I'm still waiting on deleting one of two orders- and a refund...
Please thank Mike for all his help.
And, by the way Gord you've done a great job in substitue for Jason while he is away.
Thanks Again!

[GordLacey]

And, by the way Gord you've done a great job in substitue for Jason while he is away.
Thanks Again!

Heh, judging by some of the emails I've received, I think a few would disagree with you on that one.

Nice to know Jason can't be replaced/substituted, isn't it?

Gord

[modorfman]

So, I was smirking to myself that I hadn't been double charged and then I got my bill yesterday and POOF I had.

I called AU and they "authorized" to get the charge back though. Hopefully they follow through with what they say.

m

[Alison]

I just noticed now that I have been double billed as well! What customer service form are you talking about?

[Jason R]

http://www.drygrass.com/mscl

also accessible from http://www.mscl.com/dvd

I just noticed now that I have been double billed as well! What customer service form are you talking about?