You think you have problems with AU

[jewel]

I figured this is the place for me to complain about AU. While my order has not been cancelled, I have received two emails stating my order is incomplete and been overcharged. While that is nothing new to those of you who have dealt with AU, get the latest: my preorder no longer exists. While my order is still secure considering I've paid the bulk of it, I still owe them $20. They claim the charge never went through, although I have the statement and the order number of the preorder, and a verification of that order through email, and a letter in the mail as a receipt of purchase. The other two times I've had to contact AU, my order was still all okay. Now it's not. So I asked Wade, yes, good old Wade, how I could be charged the remainder and still get the lunchbox, had my preorder never gone through? Afterall, isn't there a waiting list for people wanting the limited edition lunchbox? Wade couldn't exactly answer me, so now my husband gets to deal with them again...it will not be pretty. So now I have to wait until he gets home to see what happens. I have emailed Gord...is Justin back yet??? Assuming we all do get our DVDs, I suggest we all get new credit card numbers or else AU will continue to charge us for things we didn't purchase, unless some of us out there actually want to purchase something else from them again....

[bonho]

So, I emailed Ross early this morning about my being triple-billed, since he seems to be begging people to email him about this sort of thing. As of eight hours later, nada from him or from any of the other AU people I have been emailing for the past week. I telephoned at 4:15 and left a voicemail, so I'll keep you all posted on how long it takes to get a response. I have been checking into making a claim in small claims court. If anyone else is interested, here's the link to a Los Angeles FAQ about small claims:

http://www.courtinfo.ca.gov/selfhelp/smallclaims/

I suggest wherever you are in the country, you begin looking into making a claim if AU has overcharged you and are being slack about refunding your money. If you sue AU (small claims court fees are nominal and you can include the fees in your claim against AU), they MUST send an employee to represent them, no matter where in the country they are being sued. If nothing else, this might light a fire under their collective asses to do the right thing and credit their overcharges more expeditiously.

Look, I want this DVD set as much as the next guy, but I'll be damned if I'm going to let some mickeymouse company ride roughshod over me (not to mention all the people less financially solvent than I am who are hurting for these ridiculous overcharges). And I've gotta say, the way this has been run is beyond appalling, it's quite put me off MSCL, and I'm thisclose to just cancelling the whole freaking thing and just watching my bad videotapes.

[Denie]

So, I emailed Ross early this morning about my being triple-billed, since he seems to be begging people to email him about this sort of thing. As of eight hours later, nada from him or from any of the other AU people I have been emailing for the past week. I telephoned at 4:15 and left a voicemail, so I'll keep you all posted on how long it takes to get a response.

I had a problem with being double-charged (on July 23). Sent e-mails to AU. No response. Last week, after posting a complaint on this board, Ross posts a message that I should e-mail him. Guess what? I e-mailed Ross twice. Never heard back from him. Last Wednesday I submitted the mscl customer service form and behold the miracle - my money was refunded on Friday! And it only took a month! (I'm happy cause by this point, I figured I'd be lucky to get my money back by Christmas.) Anyway, I wouldn't put too much faith in e-mailing Ross.
You might try the service form instead: http://www.drygrass.com/mscl/

[Nostradamus]

I suggest wherever you are in the country, you begin looking into making a claim if AU has overcharged you and are being slack about refunding your money. If you sue AU (small claims court fees are nominal and you can include the fees in your claim against AU), they MUST send an employee to represent them, no matter where in the country they are being sued. If nothing else, this might light a fire under their collective asses to do the right thing and credit their overcharges more expeditiously.

Bonho, you say here you want AU to send employees to deal with a bunch of small claims lawsuits but elsewhere you complain that AU dosn't have enough employees to handle customer service. Which way do want it? It is already in AU's interest to get your money back, as a bad reputation could ruin them. Whats more, your litigation may foul the DVD process for those of us who want to see it through. I know you will do what you have to in order to get your money back, but please consider the full ramifications of your actions before you make your next move.

[Ross Rojek]

So, I emailed Ross early this morning about my being triple-billed, since he seems to be begging people to email him about this sort of thing. As of eight hours later, nada from him or from any of the other AU people I have been emailing for the past week.

Just because you didn't get a reply to your e-mail doesn't mean it wasn't handled. It just means you didn't get a reply. But everyone who's e-mailed me has been dealt with.

[guest]

OH really, because its been two weeks since I e-mailed you Ross, Mike, the Customer Service Form and everything else I could think of and STILL NOTHING IS TAKEN CARE OF!!!!

[Guest]

Bonho, you say here you want AU to send employees to deal with a bunch of small claims lawsuits but elsewhere you complain that AU dosn't have enough employees to handle customer service. Which way do want it? It is already in AU's interest to get your money back, as a bad reputation could ruin them. Whats more, your litigation may foul the DVD process for those of us who want to see it through. I know you will do what you have to in order to get your money back, but please consider the full ramifications of your actions before you make your next move.

Look, the point is, just the threat of small claims court may be enough to get them up off their asses, to see that the people that have been multiple-billed are SERIOUS about wanting their money back. Small claims court is the bane of corporations because they must send an employee, they can't hire a lawyer to represent them in small claims court, so it's sometimes a motivating factor. If they don't have enough employees, it'd mean that Ross would probably have to fly to, say, Oklahoma one day and Ohio the next....

That's all.

[Dustin]

We pre ordered. Got hit for three pre-order payments. Then got two full payment amounts taken from cc. Thought we had it sorted out with help of Jason. Now, we aren't sure if we are even going to get one. This has been going on for months.