Problems with Negative Gems - Look here!!!

[momtofaye]

On June 24, 2009 Ganz apparently ran a program to clear the negative gems out of everyone's account. Since then, in our 8 accounts we have discovered 31 negative gems as of today (and there may even be more) that were not cleared. My mom (lashes) has been in contact at least eight times with Ganz since June 26 trying to resolve the fact that our accounts still showed negative gems when we did the gem hunt with Arte. Below is a picture of what it shows when you find a gem yet you still have negative gems and what happens when you keep it (it still shows up as 0 gems in your gem box even though the stars circle the gem you were supposed to get).



She finally reached a manager in Tech Support who asked us for pictures. Luckily we had been taking screen shots when it happened, so we had many to send. We had also been keeping a spreadsheet to help us when this occurred and we sent that, as well. The Tech manager even did a test on a few of our accounts and discovered that there were, indeed, still negative gems. However, when she asked if they could rerun the program to clear our negative gems, she was told we were the only ones who had been complaining about the issue and unless customer service received other calls about it, they would not be able to rerun the program. If they do get enough complaints though, they will consider running the program again to clear the negative gems from everyone's account.

If you are having this same problem (and I see some threads that show people are having this issue) you need to contact Ganz at this number: 1-866-932-5469 (that's the Ontario Canada ofc) and speak to customer service. Make sure to tell them that they need to pass your complaint onto the Tech department, per one of the tech managers (sorry, we said we would not give out his name). Also you need to leave your name and phone number, in case Tech Support needs further information from you. We suggest that if you find negative gems, like we have, make sure to take screen shots, like shown above, so you have proof if needed. Also, I am attaching a blank Gem Inventory Sheet (I think Webberlily posted it and she got it from someone else) that may help you keep track of those gems.

Please feel free to PM either myself or lashes if you have any questions or need any assistance with this. Hopefully if they receive enough calls letting them know this is a widespread issue, they will rerun the program and we won't have to deal with finding gems, yet not getting them in our gem box! Go ahead and post any info you have here so we can also point it out to the Tech Manager to make sure customer service is passing along the information. Good luck to us all!!!!