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Old 03-08-2009, 05:58 PM   #1
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Default Unanswered: I tried to send in a form about a stuck item, but it said the info didn't match my records...

I have had a book, Color Catastrophe, stuck in the doorway of a room for a while now. I just tried to send in a report, but it says "YOUR ACCOUNT VERIFICATION INFORMATION DOES NOT MATCH OUR RECORDS." I am absolutely sure I have the right email address and pet code... Has this happened to anyone else before? The book is stuck in a room that I named Crimson Room (this was before the name changes for rooms). Could this be what is causing the problem? Please help! I really hate the book being right in front of the door!
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Old 03-08-2009, 06:05 PM   #2
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

What you suggested may be the problem... have you checked out this guide yet?
[CLICK]
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Old 03-08-2009, 06:06 PM   #3
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

View Post Originally Posted by Ave
What you suggested may be the problem... have you checked out this guide yet?
[CLICK]
Thanks for the link. I have already looked at it and it sadly it was not able to help me since the book is only on the floor and has never been on a table.
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Old 03-08-2009, 06:55 PM   #4
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

I have the same issue. I have input the correct data, but they state it cannot be verified. The items that are stuck (almost a dozen) are not worth the time I would take to get GANZ to call me back. I tried for a week straight once to get them to call me about a more serious issue, and they never called. So, I am not a good role model, since I simply gave up on them calling me.

Wish I could help, but at least you are not alone.
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Old 03-08-2009, 08:31 PM   #5
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

Check the date of birth again. Ganz has it backwards. It's not mm/dd/yr

It's dd/mm/yr

I know it's
but I did the same thing and then it was like D'OH!!!
Hope that is the problem?!?! GL
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Old 03-08-2009, 08:57 PM   #6
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

I had the same thing happen today. And what I really think is annoying is that I called the support number and it says to email them. I email them at the address they say and they email me back saying they don't accept email anymore. Ugh.

I have two stuck plants. No big deal really, but I would like them unstuck. And I had the same problem you did trying to report it.

---------- cattails5 added 0 Minutes and 38 Seconds later ----------

View Post Originally Posted by calabelle
Check the date of birth again. Ganz has it backwards. It's not mm/dd/yr

It's dd/mm/yr

I know it's
but I did the same thing and then it was like D'OH!!!
Hope that is the problem?!?! GL
Tried it both ways - didn't help

Last edited by cattails5; 03-08-2009 at 08:57 PM.. Reason: Automerged Doublepost
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Old 03-08-2009, 08:59 PM   #7
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

View Post Originally Posted by cattails5
I had the same thing happen today. And what I really think is annoying is that I called the support number and it says to email them. I email them at the address they say and they email me back saying they don't accept email anymore. Ugh.

I have two stuck plants. No big deal really, but I would like them unstuck. And I had the same problem you did trying to report it.

---------- cattails5 added 0 Minutes and 38 Seconds later ----------



Tried it both ways - didn't help
Mine mm/dd OR dd/mm are the same, so it is the same either way .
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Old 03-08-2009, 10:10 PM   #8
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

Quote:
Check the date of birth again. Ganz has it backwards. It's not mm/dd/yr

It's dd/mm/yr

I know it's
but I did the same thing and then it was like D'OH!!!
Hope that is the problem?!?! GL
Thanks so much for posting this, but unfortunately it didn't fix the problem.

And I am so sorry to hear that the same thing is happening to you both, PinkSlicky and cattails5. I'm crossing my fingers that somehow they will unstick our items without our reports!! Lol, I hope they fix that form soon because if none of us can send one in, it appears to be glitched.
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Old 03-08-2009, 10:13 PM   #9
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

Oh No, so sorry that didnt work! I hope Ganz help y'all soon!
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Old 03-09-2009, 12:52 PM   #10
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Default Re: I tried to send in a form about a stuck item, but it said the info didn't match my records...

I had the exact same error as you when requesting to have an item removed because it was stuck. I actually spoke to a Ganz representative on the phone who checked all my information and she told me there was nothing wrong. Well I tried it again but still received the same error so I sent an email through customer sevice, "my question does not appear above". I included the exact error I received along with all the information I used to complete the request form. Three days later I received an email saying "Thank you for your question. You have discovered a problem with your account. Thank you for bringing this to our attention. We have forwarded your information to our technical wizards and they are in the process of fixing the problem." I logged in and the stuck items were in my dock. They also gave me an email address to reply to if I had any probelms in the future. Here you go: sde@ganz.com
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