Thoughts on Charge Problems and Pre-Order
Posted: Aug 18th 2002, 5:47 pm
Hello, everyone,
I've been reading the message board for awhile now, mainly to get the most recent updates I can about the DVD set. I've also noticed the plethora of complaints about AnotherUniverse and the pre-order process in general.
Until now, I haven't been a victim of the problems, but I just found out I was charged an additional $79.98 and another $115. I'm actually quite amazed that one order can have so many problems. Luckily, I have it on a credit card and not a check card, so it's only MasterCard's money, not mine. Anyways, I thought I might share my thoughts on the charge problems and pre-orders in general.
I've only once participated in a pre-order before. It was when the band Marillion decided to fund their entire album not with record company money (which is considered a loan they must pay back), but instead with the money from the fans who would pay for the album before it was even written. I think the total number of pre-orders was 10,000, which is quite amazing. They were able to fund the entire album without a penny from a record company. Throughout the process, they kept moving the release date of the CD back. When it was all said and done, I think the album was a few months late, similar to the MSCL DVD. Once I got it, though, it didn't matter...it was worth the wait.
When I went into both pre-orders, I expected that the initial release date would not be the final one. Life inevitably falls behind schedule, so it's just a matter of being patient. If I weren't willing to wait extra time between when I paid and when I get the product, I wouldn't have pre-ordered.
Granted, it is hard for many to be patient, particularly when they are getting charged so much extra money for the MSCL DVD. This is definitely the fault of Another Universe and they must be sure that all problems are handled responsibly and quickly. I know there has been much debate over whether or not they have. However, we do have channels for getting our problems fixed, which is definitely a good thing. When they make mistakes like this, we at least have to give them the opportunity to correct them by emailing and calling the appropriate people.
When I just found out I got overcharged, I filled out the customer service form and emailed Ross and Gord--note that they were polite emails, too. I give those involved the benefit of the doubt that they will make sure the necessary corrections are made. If not, I know I still have another avenue with my credit card company by disputing the charges. No matter what, I am not that concerned about the charges because it's not an isolated incident (so they know how to handle it) and there is a paper trail a mile long for all the charges, so there is not arguing that they happened.
So here are the lessons I have learned/the suggestions I have to everyone who has had problems:
1) When pre-ordering, expect things to be later than they say.
2) If you've had problems, simply do not buy from Another Universe again.
3) When contacting people about problems, be polite. These individuals did not themselves double-charge you, yet they are there to try to help you.
4) Don't give up hope after contacting people once. Send a second message if nothing gets resolved the first time. Be polite both of these times. If it happens again, be firm. If you need to contact a fourth time, be even more firm (which may include the threat of legal action), but do not be insulting or rude.
5) If people in charge of correcting problems fail to contact you further, contact the appropriate agencies, but ONLY after you have exhausted all other possibilities and tried to contact Another Universe to the best of your ability.
6) Never use a check card for online purchases. It is easy to have money taken right out of your account (which could lead to overdrawn fees) and moreover, you don't have a person to whom you can speak directly about the problem as you do in person.
I've been reading the message board for awhile now, mainly to get the most recent updates I can about the DVD set. I've also noticed the plethora of complaints about AnotherUniverse and the pre-order process in general.
Until now, I haven't been a victim of the problems, but I just found out I was charged an additional $79.98 and another $115. I'm actually quite amazed that one order can have so many problems. Luckily, I have it on a credit card and not a check card, so it's only MasterCard's money, not mine. Anyways, I thought I might share my thoughts on the charge problems and pre-orders in general.
I've only once participated in a pre-order before. It was when the band Marillion decided to fund their entire album not with record company money (which is considered a loan they must pay back), but instead with the money from the fans who would pay for the album before it was even written. I think the total number of pre-orders was 10,000, which is quite amazing. They were able to fund the entire album without a penny from a record company. Throughout the process, they kept moving the release date of the CD back. When it was all said and done, I think the album was a few months late, similar to the MSCL DVD. Once I got it, though, it didn't matter...it was worth the wait.
When I went into both pre-orders, I expected that the initial release date would not be the final one. Life inevitably falls behind schedule, so it's just a matter of being patient. If I weren't willing to wait extra time between when I paid and when I get the product, I wouldn't have pre-ordered.
Granted, it is hard for many to be patient, particularly when they are getting charged so much extra money for the MSCL DVD. This is definitely the fault of Another Universe and they must be sure that all problems are handled responsibly and quickly. I know there has been much debate over whether or not they have. However, we do have channels for getting our problems fixed, which is definitely a good thing. When they make mistakes like this, we at least have to give them the opportunity to correct them by emailing and calling the appropriate people.
When I just found out I got overcharged, I filled out the customer service form and emailed Ross and Gord--note that they were polite emails, too. I give those involved the benefit of the doubt that they will make sure the necessary corrections are made. If not, I know I still have another avenue with my credit card company by disputing the charges. No matter what, I am not that concerned about the charges because it's not an isolated incident (so they know how to handle it) and there is a paper trail a mile long for all the charges, so there is not arguing that they happened.
So here are the lessons I have learned/the suggestions I have to everyone who has had problems:
1) When pre-ordering, expect things to be later than they say.
2) If you've had problems, simply do not buy from Another Universe again.
3) When contacting people about problems, be polite. These individuals did not themselves double-charge you, yet they are there to try to help you.
4) Don't give up hope after contacting people once. Send a second message if nothing gets resolved the first time. Be polite both of these times. If it happens again, be firm. If you need to contact a fourth time, be even more firm (which may include the threat of legal action), but do not be insulting or rude.
5) If people in charge of correcting problems fail to contact you further, contact the appropriate agencies, but ONLY after you have exhausted all other possibilities and tried to contact Another Universe to the best of your ability.
6) Never use a check card for online purchases. It is easy to have money taken right out of your account (which could lead to overdrawn fees) and moreover, you don't have a person to whom you can speak directly about the problem as you do in person.
