I ordered my AA certs during the closeout on 8/14. Received them today 9/11.

ANDREWCX
There is a list of all your earned and used points and where they came at
Greenpoints.
Just click, " My Accounts" on the left side of your home page.
When that page comes up, click on your e-mail address (Account ID) and a list of
every transaction that you have made will come up.

Also, I have never had an e-mail go unanswered from them.

Received my AA certs today also that I ordered on 8/14. Thank you GP http://www.flyertalk.com/forum/smile.gif

I'm pretty happy with Greenpoints customer service also. I've received propmpt replies to my e-mails. One transaction was slow to post so I faxed the confirmation to their customer service center and points were posted the same day.

Wow...finally a way to see my points and purchases.

I've sent them five...five....five...five....five emails asking how I could see my points and they never told me how...just sent me an email with the transaction listing.

They do reply back promptly, with canned emails.

Greenpoints blows.

I also received my AA certificates (on 9/12). I called last week to find out when they were coming and was told they were all being shipped last Wednesdy (9/6).

For those that are having problems with email customer service, I urge you to try calling them. You're not on hold forever and you will stay with the same customer service person until your problem is resolved.

I ordered 5 AA certificates on 8/15 and received them on 9/8. I did have an occasion to email them (Zooba points didn't post properly) and didn't receive a reply. After a week, I sent a follow-up and in a day I received an apology along with my points credited. All in all my Greenpoints experience has been positive, unlike some other sites (such as AltaVista rewarding me 500,000 pts, then snatching them away because they were awarded "in error." http://www.flyertalk.com/forum/frown.gif )

The Latest installment:

Just received 1xAA Cert (ordered Aug 7) but my order for 17xAA Cert (ordered Aug 3) still hasn't shown. Oh, and the status for both orders is listed as "In Progress" and "Backordered" - even though the Aug 7 order was shipped 5 days ago and has arrived.

I have sent an email to customer service so we'll see if I get an answer.

Andrew: Worse yet, I ordered 29 certificates in early July, and my later orders for 1- or 2- certificates started showing up. I called to their unbelievably information-poor customer service number, and was told once that the certs were backordered, told again a day later that I had to talk to someone on vacation, told on a third occasion that the certs had been sent in July (where they took a report from me, claiming they would look into it, since these are supposed to come via certified mail return receipt), and just today I received a call saying they are on "backorder", which is such obvious BS that I tried to call the rep back: now, no one at Greenpoints can say how to contact such a person.

They:
1) Have no handle on how to process these orders.
2) Have a CS operation which is cursory
3) Have no reliable order information system
4) Don't have anyone who has the authority to resolve situations.

I believe I can't trust them, after all this, even though I've had probably 8 orders for certs (1 and 2 at a time) which went fine. I can't recommend it as a means of building serious mileage.

Andrew, have you heard anything yet or called the 800 #. I am really curious to hear what happens.

INCREDIBLE!! That is almost exactly what happened to me. I ordered 49 AA Certs in mid-July and by the end of July my account showed that the order was "completed". I never got them! I called once (the hell with e-mail regarding 24,500 miles) and I was told that they must have been lost. They would have "someone" from their mail dept. contact me within 3 - 4 days. Waited 10 days, called again, and was told that the order in July was backordered BUT the certs had come in that very day and they would be out by the end of the week. One week later, I called again and was told that the certs were backordered AGAIN! And someone would call me soon.

Now the story gets interesting - I received a call from someone higher up to tell me that my order was not backordered but CANCELLED because I "allegedly" had numerous duplicate accounts. I had one duplicate account that I called them about in mid-June and had consolidated with another account.

The error is that I have four businesses with four domains and I had my employees enroll in GP, make purchases that they wanted, and then give me their points in addition to spending several thousands of dollars through GP myself.

I informed the person about this and that it specifically states on the website to get your friends and family to sign up and it states that friends can give points to each other. I had done nothing wrong! Further, if my account was closed in late July, how was I able to log-in and continue to make purchases and earn points?? I asked why I was not informed of the closing of my account and he did not have an answer.

He informed me that we would pass the situtation up the ladder and that I would get a call "next week". I got an e-mail from cust serv stating that my order was reinstated and all sign-up bonuses were to be deducted from my account before processing.

I felt that was fair. I felt that my 49 AA certs would go down in quantity but I was done with GP anyways so I didn't care.

3 days ago, FedEx drops off a package from GP - enclosed are 49 AA certs. Go figure!

Erik

[This message has been edited by lasertag (edited 09-16-2000).]

Just to keep everyone updated - I just received the following "reply" from greenpoints - does anyone else get the impression that the rep doesn't know and can't be bothered finding out?

And as usual the "answer" does not answer the whole question....

I haven't called yet as I am in Australia for the next 2 weeks. Hopefully the Certs will be waiting for me when I get back to the States.

[reply from customer service quoted below]

From: Customer Service <[email protected]>
To: 'Andrew'
Subject: RE: Order Query
Date: Fri, 15 Sep 2000 18:51:34 -0400

Dear Andrew,

Please accept our apology for the delay of your order. The American Airlines certificates were on backorder and just recently arrived. The mail order
department is in the process of mailing out past requests therefore, your orders will be arriving soon.

Thank you, Sonya
Customer Care Center

-----Original Message-----
From: Andrew
Sent: Friday, September 15, 2000 2:16 PM
To: [email protected]
Subject: Order Query

>Hi,
>
>I just received order: 1001XXXXX [EXACT >NUMBER QUOTED](1xS5021 Certificate >- ordered 8/7/00) but have not received >order:1001YYYYY [AGAIN EXACT >NUMBER QUOTAED - 6000 NUMBERS >LOWER THAN THE FIRST] (17xS5021 >certificate - ordered 8/3/00).
>
>Both orders have status "In progress" & >"Backordered" on them (even though
>one has been delivered and was >postmarked 9/9/00 - 5 days ago) so the
>status doesn't give me much to go on.
>
>Could you please advise as to the >delivery of the order (1001YYYYY).
>
>Yours,
>
>Andrew

[This message has been edited by ANDREWCX (edited 09-16-2000).]

As I mentioned previously above, I have had a similar problem with AS certs "on backorder." After several e-mails to GP, I received the identical e-mail in response. However, that was 2+ weeks ago and I still have not received the certs.

I picked up my AA certs. at the post office this morning. No complaints here.

I have to say;
So far I have redeemed greenpoints for a total of about 17,000 Delta miles. Absolute flawless posting of points as well as delivery of the mileage vouchers.....sorry to hear about other's problems...