Customer service page is not malfunctioning

[Jason R]

I must have received about 12 emails telling me that there is something wrong with the site put together for me by Gord Lacey.

There is no problem with the site. Nobody from AU logged into the site today. No corrections were processed if they were submitted through the site. There have been no logins by AU since before the labor day weekend.

The purpose of the site was to make things easier for all. If there are no corrections by tomorrow, I am going to pull the site offline and direct everyone to call AU directly. I am not going to provide this service to AU if it is not used. I hope that this situation will change.

I apologize to all for the inconvenience this has caused you.

Jason Rosenfeld

[Anakin]

Shouldn't AU employ more employee to handle our orders as well as the customer service? Or they really don't care about customer service?

[Guest]

Given the breakdown in relations between you and AU, perhaps you should take down the customer support page, since it seems obvious from your posts that they aren't going to use it anymore. At this point, it only serves to give people false hope (unless, of course, AU is actually using it).

[Jason R]

They will use it, and I would not do that disservice to the people I encouraged to buy the set. We will also try to make changes on their end to make it easier to bulk-process the problems.

If there was something better to replace it, maybe it would be wise to take it down. I don't want to subject them to a deluge of emails and calls, when something like this can help smooth it along.

It was a bad idea of me to vent publicly. But every man has his breaking point. I apologize for doing it, but not for what I said.

Given the breakdown in relations between you and AU, perhaps you should take down the customer support page, since it seems obvious from your posts that they aren't going to use it anymore. At this point, it only serves to give people false hope (unless, of course, AU is actually using it).

[Chainer]

On August 20th I used the site and on August 21st I received an email response back from mike@anotheruniverse.com that simply said "Another Universe has processed your problem with the "My So-Called Life" DVD Set." When I responded back to him on August 21st to explain when they were going to credit my credit card I received no response. Two weeks later I still have received no response from anyone except you WARNING me to watch out who I was accusing of fraud. I also received this response from Gord Lacey prior to that: "You should fill out the customer service form located at: http://www.drygrass.com/mscl/ and report the problem. AU employees check the information from this form and process any overcharges ASAP. You'll also be able to check and see when the problem was read, and then receive an email when it's been processed.

Obviously checking it doesn't mean processing it! It doesn't appear that the site means anything to AU at this point.

[Jason R]

I still recommend using the site instead of email.

Our site maintains an irrefutable log. It gives me a general idea of the number of complaints. It automatically tells me how long each person has been waiting for a response.

It notifies you if your problem is being handled (if you elect to be notified)
It notifies you when it is cleared from the queue.

And it will be used by AU, because it contains many hundreds of names and they cannot be ignored (not only double charges, but also address changes, expired cards, other questions).

On August 20th I used the site and on August 21st I received an email response back from mike@anotheruniverse.com that simply said "Another Universe has processed your problem with the "My So-Called Life" DVD Set." When I responded back to him on August 21st to explain when they were going to credit my credit card I received no response. Two weeks later I still have received no response from anyone except you WARNING me to watch out who I was accusing of fraud. I also received this response from Gord Lacey prior to that: "You should fill out the customer service form located at: http://www.drygrass.com/mscl/ and report the problem. AU employees check the information from this form and process any overcharges ASAP. You'll also be able to check and see when the problem was read, and then receive an email when it's been processed.

Obviously checking it doesn't mean processing it! It doesn't appear that the site means anything to AU at this point.