How can we tell if change was made?

[Guest]

Hi all,

I tried putting a change of address through on the drygrass site. The first time, even though I checked the "notify me when opened" box, I got no response after a couple weeks.

The second time, I checked the notify and also the emergency box (since I had already moved and didn't want it sent to the old address). I got a notice that it was read by Jason, but nothing about any changes being made. If it was read, does that mean the changes were made?

Should I email AU directly? And at what address?

I ordered quite a while ago so I am really looking forward to it. Just didn't want to lose it by having it sent to the wrong address.

Thanks for any help.

[Jason R]

All I am doing, with the help of Gord (check out his site, BTW, http://www.tvshowsondvd.com! very cool), to collect problem information in a more efficient manner, as the problems don't seem to be letting up.

I do read through many submissions, but it is entirely the responsibility of AU.com to process the corrections. Unfortunately, they did not process anything for almost a week, and then yesterday they began clearing them out of the queue within a very short period of time.

They cleared them, they say, to copy them to a spreadsheet where they could process them. This goes entirely against the way it was designed to be used. The purpose, as described by me and Gord to them, was for them to clear them from the queue as they were being processed. That way, a customer could be confident that a problem was fixed, as many people complained to me that AU was not emailing then even after they fixed something.

In other words, they need to not clear things until they fix them. Several hundred people received automated emails confirming correction yesterday, and it appears to be simply because they cleared them, not because they fixed them.

Jason

[GordLacey]

I've also placed several calls to Mike asking him to call me so we can talk about how to make his job easier processing the problems. He's only processed the double-billing problems, and some of the overcharges. If you submitted anything other than a double-bill or overcharge then it hasn't been looked at.

You can build a platform to make processing easier, but you can't control how it's used.

Gord

[rainydayjanes]

So, if I read this right, that means that an automated response saying that the problem has been addressed doesn't necessarily actually mean that the problem has been addressed... right? It just means that it's in a spreadsheet waiting to be processed? Hmm. I don't mean that to sound as confrontational as it does, I'm just not sure I understand how this is working--and also, I'm curious and antsy and I've got time on my hands. It must be incredibly frustrating for you guys to be continually trying to make things better only to be thwarted and/or confronted with new problems at every turn. I am sure that the end result will be well worth the effort, though, and I'm looking forward to the release.

[GordLacey]

So, if I read this right, that means that an automated response saying that the problem has been addressed doesn't necessarily actually mean that the problem has been addressed... right? It just means that it's in a spreadsheet waiting to be processed? Hmm. I don't mean that to sound as confrontational as it does, I'm just not sure I understand how this is working--and also, I'm curious and antsy and I've got time on my hands. It must be incredibly frustrating for you guys to be continually trying to make things better only to be thwarted and/or confronted with new problems at every turn. I am sure that the end result will be well worth the effort, though, and I'm looking forward to the release.

Yup, that's what's happening. When I built the site I assumed when the "problem processed" button was clicked it would mean just that...the problem was processed. AU is using it as a way to say "okay, we copied the information from the site into a spreadsheet". It's just creating more work for them in the end. Now people assume (as Jason and I both did) that when the email was sent, the charge back had been done as well. If it takes 7-10 days to refund the money and people count from the day the email was sent then it's all outta whack. We don't know how long it takes them to actually process the charge back once it's in the spreadsheet. So when people don't see the money in their bank account they end up calling AU. The point of the form was to reduce confusion and work, but it's increased the strain on AU because of how it's being used.

Oh well, not much I can do about it.

Gord

[Jason R]

Just to clarify my position about this, I am absolutely furious about it because it is doubling or tripling the number of emails. It is falsely telling people that their money was refunded, and that is causing them to check their cards to find the money is not yet refunded.

If it is used correctly, it won't do this. If they continue to use it incorrectly, I will have to discontinue it because it is making me nuts.

[KrokRos]

When I got replys of my order displaying the address AU has on me the Country was left out. I wrote them back about this so they wouldn't miss anything when the set is accually going to be shipped. I got 3 confirmation e-mails without the Country displayed under the address. It was just empty.
But since I got the snailmail confirmation I guess there shouldn't be any problem.

[GordLacey]

When I got replys of my order displaying the address AU has on me the Country was left out. I wrote them back about this so they wouldn't miss anything when the set is accually going to be shipped. I got 3 confirmation e-mails without the Country displayed under the address. It was just empty.
But since I got the snailmail confirmation I guess there shouldn't be any problem.

Was this generated by the customer service form, or something else? I don't think I had anything displaying the country, or address. Please let me know ASAP because if there's a problem with the form I created I'd like to fix it.

Gord