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MacPhyle
Jul 27, 2003, 01:50 AM
Anyone have any experience buying Mac stuff from Jumpspace.com? I've never joined up with them (for those who don't know, they're a membership required merchant), and I'd like some first-hand knowledge if anyone has any.

minidisco
Jan 8, 2004, 02:29 PM
I bought my iPod from them, and they delivered BEFORE the expected date and without problems. I strongly recommend them, and I'll personally buy more stuff from them in the future.

nick.

woeo
Feb 23, 2004, 06:37 PM
this exchange is between me and the CEO, please read backwards and laugh at appropriate times:



CEO Graber,

Its been a month and you haven't had the decency to offer a reply. We both know what you want to say. We both knew it a year and a half ago. You'd rather take $50 from me than do the right thing. That's why I have told and will continue to tell anyone buying Mac products about my experience. Our recent exchange just makes it a more interesting story and accentuates the way JumpSpace operates. Hope you had a nice meal on my $50.

Please understand that I have forwarded our correspondence to NeTProfessional, MacWorld, MacAddict, MacCentral, MacNow, MacTech, Inside MacGames, Mac Home Journal, MacInTouch, MacSense, Apple Computer Inc., DealMac.com, macmoxie.com, macinstein.com, synoo.com, and smartbuysell.com as well as others. Ain't e-mail wonderful.

Jeff





Mr. Graber, you make me laugh.

Yes, I did open the package. It was sent to me. It purportedly had the item in it that I had purchased. It said Apple and iPod and 10 gigabytes on the outside. Your paperwork said it was my iPod. I broke the plastic seal and I opened it up. I spread the contents all over my desk.

Only after inspecting the software and accessories and iPod features was I able to determine that it was not the unit I had requested. Only after opening the packaging could I tell that the contents were not what was advertised on your website.

I am not sure what you are suggesting should have happened that afternoon. Should I have driven to the Apple Store and compared boxes with what was on their shelf? Should I have called Apple?

You can play games today and tell me about policies, thatís part of the fun of being CEO I suspect. All I know is that you dropped the ball on this a long time ago and if you wanted to make it right I would have already had a refund and an apology.

You present your self as being concerned about customer feedback, so I'll ask you one simple question: do you plan to do the right thing here?


Jeff Gates

> Jeff,
>
> Thanks for keeping yourself in the loop. Your order was more than 6
> months old, so I needed to wait until all the data was in before
> attempting to resolve the issue.
>
> I do see that the iPod was return shipped by you, and we made the
> exchange for the correct product. However, the order shows the iPod box
> seal as being opened upon receipt to our warehouse. In our Store
> Policies "4. Return of non-defective product for full credit or
> exchange is only available when the product is factory sealed (this is
> the outer box seal). Otherwise, j.u.m.p! will exchange said product,
> less a 15% restocking fee."
>
> This is why you were charged a restocking fee. However, we admittedly
> made the mistake of sending you the wrong product, so, we are not
> entirely blameless.
>
> Jeff - now that I'm fully informed, can you answer me one simple
> question: did you open the first iPod box prior to shipping it back?
>
>
> - Jeff Graber, CEO
>
>
>
>
> On Jan 29, 2004, at 9:33 AM, jeffgates@comcast.net wrote:
>
>>
>>
>> Checking in to see if you intend to resolve this issue.
>>
>>
>> ------ Forwarded Message
>> From: jeffgates@comcast.net <jeffgates@comcast.net>
>> Date: Wed, 28 Jan 2004 09:36:20 -0500
>> To: Jeff Graber <jeff@jumpspace.com>
>> Subject: Comments on jumpspace
>>
>>
>>
>> Anything New?
>>
>>
>> ------ Forwarded Message
>> From: jeffgates@comcast.net <jeffgates@comcast.net>
>> Date: Mon, 26 Jan 2004 12:00:31 -0500
>> To: Jeff Graber <jeff@jumpspace.com>
>> Subject: Re: Comments on jumpspace
>>
>>
>>
>> So what have you heard from accounting in the last ten days?
>>
>> Jeff Gates
>>
>>> I am waiting for some last details from accounting, and will then call
>>> you.
>>>
>>> Thanks for your patience,
>>>
>>> - Jeff Graber, CEO
>>>
>>>
>>>
>>>
>>> On Jan 15, 2004, at 11:48 PM, jeffgates@comcast.net wrote:
>>>
>>>>
>>>>
>>>> My contact information is, as it was originally:
>>>>
>>>> Jeff Gates
>>>> 10637 Seneca Spring Way
>>>> Montgomery Village
>>>> Gaithersburg, Maryland
>>>> 20886
>>>> 301-921-0854
>>>>
>>>>
>>>> It having happened nearly a year and half ago I don't have a command
>>>> of the
>>>> details as I once did, but I would take your call should you have any
>>>> questions.
>>>>
>>>> As I sit here tonite, after a few minutes research, this is my
>>>> recollection
>>>> of the events that transpired.
>>>>
>>>> I was given Order #135 when I placed my order on September 13th, 2002
>>>> and it
>>>> shipped on September 17th.
>>>>
>>>> I took a charge to my Visa account on September 17, 2002 for $382.19
>>>> from
>>>> Jump! Inc 00 Of 00800-000000 NY, the total for the iPod purchase.
>>>> After
>>>> discovering the problem I contacted your firm and notified them of
>>>> the
>>>> issue. As I indicated, jumpspace's response was an acknowledgement
>>>> of
>>>> the
>>>> error and a promise to make good on the advertised offer.
>>>>
>>>> Your offices then provided a FedEx account for shipping the incorrect
>>>> item
>>>> back to Texas [I believe it was Texas]. And it was replaced by the
>>>> then new
>>>> generation iPod [10 Gig], which was shipped after my returning unit
>>>> was
>>>> received.
>>>>
>>>> On September 23rd, 2002 my account was charged $56.14 by Jump! Inc
>>>> with the
>>>> same company identifier info. Some time after that, and I believe
>>>> after I
>>>> received the replacement unit, I received an invoice representing
>>>> that
>>>> a
>>>> charge had been placed on my account and that it was a charge for
>>>> "restocking" on the first unit.
>>>>
>>>> Surprisingly, after the original response when contact was not a
>>>> problem, my
>>>> e-mails and voice mails seeking inquiry and rectification of this new
>>>> issue
>>>> did not elicit any response.
>>>>
>>>> A quick e-mail search shows that in addition to the original effort I
>>>> also
>>>> brought up this matter in an e-mail on April 22nd of 2003 when you
>>>> solicited
>>>> feedback in a message sent on April 21, 2003. Your request for
>>>> feedback
>>>> coincidentally came at a time when I was actively pricing [and
>>>> purchasing] a
>>>> new G4 for our offices.
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Jeff Gates
>>>>
>>>>
>>>>
>>>>> Jeff,
>>>>>
>>>>> This is one reason why I sent the email request - to find out if any
>>>>> of
>>>>> our customer service areas were not meeting expectations. Sounds
>>>>> like
>>>>> we dropped the ball in your case, and I apologize.
>>>>>
>>>>> With your permission, I will be happy to call you and resolve this
>>>>> outstanding issue. Just tell me when and what number.
>>>>>
>>>>> Regards,
>>>>>
>>>>> - Jeff Graber, CEO
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> On Jan 15, 2004, at 6:56 PM, jeffgates@comcast.net wrote:
>>>>>
>>>>>>
>>>>>> Jeff Graber,
>>>>>>
>>>>>> I resent your reference to me as a satisfied jumpspace customer.
>>>>>> _In
>>>>>> fact I was disappointed by my one and only transaction with
>>>>>> jumpspace.
>>>>>> _
>>>>>>
>>>>>> Your company offered the second generation iPod when it was first
>>>>>> released, but shipped me a first generation....despite my inquiry
>>>>>> in
>>>>>> advance of my purchase to ensure that it was the second generation
>>>>>> being advertised...and a jumpspace assurance that it was the second
>>>>>> generation that was being advertised.
>>>>>>
>>>>>> A request for an exchange was met with an enthusiastic apology and
>>>>>> quick arrangements were made to exchange the sent for the promised.
>>>>>> _Sounds like I should be happy. _However, when I received my credit
>>>>>> card invoice for the month I realized jumpspace had charged me a
>>>>>> restocking fee on the return. _Numerous requests for correction
>>>>>> were
>>>>>> met with cold silence by jumpspace. _No e-mail was acknowledged.
>>>>>> _No
>>>>>> voicemail was returned.
>>>>>>
>>>>>> Periodically, since, I have received a communication from your
>>>>>> company
>>>>>> and at times I have related my complaint in a response [as I am
>>>>>> doing
>>>>>> here now] and as yet I have not been approached by jumpspace to
>>>>>> resolve the issue. _
>>>>>>
>>>>>> So when asked by co-workers and other mac users if I think they
>>>>>> should
>>>>>> purchase from jumpspace or somewhere else, I tell them they should
>>>>>> go
>>>>>> somewhere else.
>>>>>>
>>>>>>
>>>>>> Jeff Gates
>>>>>>
>>>>
>>>
>>
>> ------ End of Forwarded Message
>>
>> ------ End of Forwarded Message
>>
>