Disputed an overcharge AND filed a complaint with the BBB!!

[tuatara]

kim, have you actually been credited back your payment yet? if not, you should be able to call their customer service number and get the order reinstated...even if you don't want the set anymore, you should definitely check and make sure you've gotten your money back.

[that's funny]

Unbelievable. This is how I find out. By happening to look in on a discussion in a public forum.
* NO e-mails communicating the status to me, or ever showing that my "case" was opened or processed.
* NO telephone calls or voicemails assuring me that I have nothing to fear.
* NO written communication of ANY sort (hardly surprising).
* Oh, and at least as of today right this minute, NO CREDIT YET!!

That's funny.

You aren't "happening" to look at a discussion on a public forum. It's YOUR thread, that you had a moderator or someone make stick to the top of the list so everyone could read it. You made your complaint public, and they answered you in public. And then you complain about it.

Not answering you or telling you is one thing, but you've now been told, and all you can do is bitch some more. And apparently you are off spamming this thread making sure other people see it as well.

If you get your credit are you going to make this thread go away? Are you going to mention that it happened or what?

[David Lambert]

Unbelievable. This is how I find out. By happening to look in on a discussion in a public forum.
* NO e-mails communicating the status to me, or ever showing that my "case" was opened or processed.
* NO telephone calls or voicemails assuring me that I have nothing to fear.
* NO written communication of ANY sort (hardly surprising).
* Oh, and at least as of today right this minute, NO CREDIT YET!!

That's funny.

You aren't "happening" to look at a discussion on a public forum. It's YOUR thread, that you had a moderator or someone make stick to the top of the list so everyone could read it. You made your complaint public, and they answered you in public. And then you complain about it.

Not answering you or telling you is one thing, but you've now been told, and all you can do is bitch some more. And apparently you are off spamming this thread making sure other people see it as well.

If you get your credit are you going to make this thread go away? Are you going to mention that it happened or what?

So who is that writing in under the name "That's Funny"? Which AU employee are you?

Granted that it's my thread, and it's been made a sticky. Why should it go away if I get my credit? It should serve as a record - or warning - to others as to what it took to get my money back. Since filing with the BBB and saying so publicly, since recognizing the need to change my credit card # after this mess is over so as to be safe from future bogus charges, and since publicly contemplating the action of sending complaints to the Calf. offices for Consumer Affairs and the Attorney General, I have finally gotten personal e-mail replies this morning from both Justin Martin and...are you ready for this?...Ross Rojek! Magically, the squeaky wheel has gotten greased!

Nice and all, since - as I told Ross - "it is reassuring to know that I'm not being completely ignored here". However, actions speak louder than words, and my credit still hasn't appeared since l last checked last night.

So I'll keep on bitching and spreading the word until I have my money back. And after that...yes, I might continue to help other people find out what it took to get my money back, so that they can get THEIR money back. After all, I'm just helping others.

My complaint was not made public until 10 working days had passed since I complained, and had not had so much as a courtesy note acknowledging the situation. I then felt it necessary to spread the word that I was being ignored and spread ideas as to what I - and others in the same boat - could do as options in this situation. They still had the option of answering me privately and dealing with me one-on-one. Justin explained in his note to me that he had to go looking for my e-mail address to respond (I'd written him in the past, so I don't know if he checked his saved e-mails or if he got it from the AU office).

Justin told me "I do not work in the main office, I just work on the website from my home and do special projects for the company. I am sorry that you are so upset, but I am just trying to help you out." My response was "Justin, I appreciate that you have been 'pressed into service' to perform a customer service function that isn't your normal role. In fact, you can see that this is the same difficulty Jason seems to have had."

Jason AND Justin should be commended for helping out in a customer service role they are ill-equipped for. I'll conclude by repeating something I wrote in my responses to both Justin AND Ross:

I spent over a decade running a retail store, at a highly profitable level, before I got married and so decided to get out of the retail business at the grizzled old age of 32. I know what it takes to make customers happy. It takes A LOT of work. But the basic idea is simple: establish trust, and work to keep it. AU has utterly failed here, and that is what has prompted this reaction. Not any one person's actions or inactions, but an entire pattern of them.

It will now take even MORE work to reverse this pattern of actions that led to the mistrust in the first place. Not just with me, but with everyone. AU has made their bed, and now must lie in it.

[David Lambert]

I just posted a followup to the situation I described in this thread. I invite everyone to read about it here:

A Refund!...and Ross's Communications (long post)

[Richard Clark]

I am in the UK too. I've been overcharged twice and haven't as yet had a refund for the $194+ (and I've given AU more than 2 weeks to sort it since alerting them).
I've put the charges into dispute with my credit card company now as well. I've said all of this on the Home Theater Forum too but I think it's worth repeating!

I'm so fed up with all this (as are many others quite obviously).

I still take my hat off to Jason Rosenfeld though. He's been really great, I just wish I could say the same for AU.