One week to go, but afraid I'm not going to get the set

medellia77 · Post by **medellia77** » Sep 10th 2002, 10:49 pm

For months I fought AU to charge my account for the remainder of the balance, and finally after they realized their error (they messed up my credit card's expiration date), I was charged twice. I sent a message through that customer service form, and received an e-mail a few weeks later telling me that my order was cancelled (and I still have not been credited the double charge). I sent another form to AU requesting that my order not be cancelled, and have still not heard anything. Is there a chance I won't get the set when shipping begins next week? I pre-ordered this so many months ago, and to have this be screwed up is really disappointing.

tuatara · Post by **tuatara** » Sep 10th 2002, 11:22 pm

what you need to do is call Wade at their office as soon as you can and explain the situation in detail. while I still haven't been credited back, I have assurance that my order is secure. the number is 916-450-0707. good luck.

Rich

Debs · Post by **Debs** » Sep 11th 2002, 7:29 am

Yeah, don't worry. I read another post where the same thing happened and someone (can't remember if it was Jason or Gord or someone else) said that if there's been a mix-up and you didn't cancel, your order will still be valid. I think these cancellation emails got sent out by a computer or something. Just give them a call and let them know you still want the set.

Highlander · Post by **Highlander** » Sep 11th 2002, 7:53 am

I have had the same problem with them deciding for no reason to
cancel my order.

I have tried emailling them twice, and submitting a customer problem
form, but no reply!

I dont really want to have to make an international phone call from
the UK to sort out their problems, will the price of this call get refunded?
I think not!

tuatara · Post by **tuatara** » Sep 11th 2002, 11:04 am

I certainly understand not wanting to make an international call, but I frankly wouldn't trust AU to fix this problem on their own. when I first called, my order was quite definitely listed in their computers as cancelled. if I hadn't actually called them, it probably still would be. so, make of that what you will....

medellia77 · Post by **medellia77** » Sep 11th 2002, 1:58 pm

I just finished talking to Wade, and he remembered me from the last time I called a few months ago. He assured me that my order was indeed not cancelled, and that I will be receiving a credit for my overcharge, as they are working on all of those as we speak. I know I'm breathing a sigh of relief right now, and it does seem that calling is more effective than e-mails.

north_Star98 · Post by **north_Star98** » Sep 12th 2002, 4:09 am

I can't even get a hold of anyone at AU. They always have a voicemail. I haven't been charged yet and i'm not even sure if they'll send me my dvd set because of that. It's really frustrating and i'm really worried. jason's been great throughout it, but i hate getting all these automated voicemail responses...i just wnat to talk with wade! I want ot get my dvd boxed set! sigh..i'll get it somehow

GordLacey · Post by **GordLacey** » Sep 12th 2002, 9:51 am

north_Star98 wrote:I can't even get a hold of anyone at AU. They always have a voicemail. I haven't been charged yet and i'm not even sure if they'll send me my dvd set because of that. It's really frustrating and i'm really worried. jason's been great throughout it, but i hate getting all these automated voicemail responses...i just wnat to talk with wade! I want ot get my dvd boxed set! sigh..i'll get it somehow

Call Wade around 3:00pm PST and you should get through. I've always called them at the end of the day and I've only been put on hold once.

Gord

medellia77 · Post by **medellia77** » Sep 12th 2002, 1:08 pm

I called at 1:00 eastern time (I'm in NJ), and I got through right away. I used the number that tuatara had listed in an earlier post.

Jessica Popsicles · Post by **Jessica Popsicles** » Sep 12th 2002, 1:34 pm

I think I called around 12pm eastern US time once and I also got right through.

One time before that I got their voicemail though.. didn't leave a message though I'd rather wait til I can actually talk to someone.

north_Star98 · Post by **north_Star98** » Sep 12th 2002, 2:19 pm

yeah i used to get through ALL the time...and then recently...i always get that message! but i JUST got a hold of wade (1:15cst)...and he said that the sets are going to be shipped out sometime around the 17th...but he said that all of them wont be shipped out then...so who knows it could be another month...i dont know...i just want the set...

he said that they'd charge me after...i just have to be patient.......<sits here and waits>

Megs · Post by **Megs** » Sep 12th 2002, 3:27 pm

What does he mean, not all will be shipped then????

Some of us will get them and some won't? That doesn't seem too fair to me.

Jason R · Post by **Jason R** » Sep 12th 2002, 4:44 pm

I think he means that due to the number of orders, it could take several days to get them out the door. Remember, most stuff is not usually sent this way, all at once. All I can say to AU is wear work gloves, or you are gonna get paper cuts up the wazoo. I know. It hurts like a mofo.

Either that, or Wade sincerely likes saying stuff to drive me nuts and/or provide countless hours of online amusement for me.

Math: (pushing my MBA skills to the absolute extreme limit here)

24 hours in a day
60 minutes in an hour
1440 minutes in a day

That means to ship 3,600 units, it would take 2.5 days assuming you sent out 1 unit per minute non-stop, day and night.

Megs wrote:What does he mean, not all will be shipped then???? Some of us will get them and some won't? That doesn't seem too fair to me.

Megs · Post by **Megs** » Sep 12th 2002, 5:17 pm

As always, thanks Jason. I wasn't as freaked as I sounded (really!). I have this terrible nightmare that there will be some fluke accident, and I will never receive the DVDs. I think this stems from the fact that I wasn't double or triple billed like everyone else. Something is bound to go wrong with mine!

By the by, I love your new avatar. Very fitting.

Jason R · Post by **Jason R** » Sep 12th 2002, 5:19 pm

Thanks. I made it while I was on hold today. (no, not with AU, but would be funny).

Megs wrote:By the by, I love your new avatar. Very fitting.

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One week to go, but afraid I'm not going to get the set

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