Another SMN question

[jule204]

Dear Cathe,
On September 29, 2005 I have placed an order with SMN. I have ordered all four of your new DVDs that were on the pre-order sale, plus the Low Impact Step + Total Body Sculpting DVD. I have received an order confirmation and my credit card was charged 88.98$. I live in Germany, but gave a shipping address in the US.
I have waited patiently for the DVDs to film and didn't think anything of it that the Low Impact Step + Total Body Sculpting DVD never shipped. However, when I read the pre-order rules again recently, I came across the statement saying that all current orders should have been shipped immediately after the placement of my order.
I have tried to track my order status and noticed that there is no order existing!!!!
I wrote SMN an email on September 6, 2006 and received a ticket # and a promise that they will contact me within one business day. I have not had a response yet. I emailed them again on September 11 and September 21, but they keep ignoring my mails.
Maybe you can help a german fan of yours? I am so looking forward to these workouts. What could have happend to my order? And why don't I receive any response from SMN?
Thanks so much in advance und viele Grüße nach New Jersey,

Juliane

 

[SNM Videos]

Hi Julianne,

The current presale orders have not shipped yet and thus can't be tracked.

As for the problem you're having with emailing us, we need your ticket number to help you further. Every ticket is answered usually within in 1 business day. All tickets remain open on our system until they’re answered. The only tickets that are not answered are ones that are obvious spam. So make sure you don’t put a subject heading like “Hi” in the subject field. We don’t like to use our forums for customer service issues, but if you can give me your ticket numbers I’ll find out exactly what the problem is.