Threatening email from Jeppesen

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azure

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My navdata subscription expires in May and I have always renewed around May 1 - always by phone, since their online payment system doesn't work with my browser. Usually they send me a few reminders starting in January, all from [email protected], and all saying basically "we're letting you know early so you can renew in advance". In fact, I received one this morning.

Then about 2 hours ago, I received the following message from [email protected]:

Dear XXXXXXXXX XXXXX,


After numerous attempts, we have not received payment clearing your past due balance, which is now -39 days delinquent. Effective today, your account has been placed on hold. While the account is on hold, new orders will not be processed. If payment is not made within 15 days of this letter, any active services will be in jeopardy of being suspended.

We regret having to take this action and look forward to your account being paid in full. Please remit payment immediately for the past due invoices listed in the attached report.

If payment has already been made or you require assistance, please provide payment/remittance details or any account questions, disputes, or contact updates so we can promptly update our records and reinstate normal account activity where appropriate.

Remittance instructions:
  • Refer to your invoice for the appropriate bank account and remittance details and send remittance information to [email protected].
  • Include your account name, account number, and invoice number(s) when sending payment. This will ensure accurate and timely posting of your payment and prevent any disruption of services.
We urge you to resolve this matter promptly to avoid possible service suspension.
Click to expand...

The header contained my Jeppesen account number, or I would have assumed it was a scam; also jepp.com does indeed appear to be one of their domains. Is this what has come of Jeppesen, trying to shake down customers with fake claims of having a past due balance? Has anyone else received this kind of threatening email from Jeppesen?

Edit: I just noticed the minus sign in front of the number of days my balance has been "past due"... presumably indicating the future. So another possibility is that this was an AI glitch...
 
azure said:
My navdata subscription expires in May and I have always renewed around May 1 - always by phone, since their online payment system doesn't work with my browser. Usually they send me a few reminders starting in January, all from [email protected], and all saying basically "we're letting you know early so you can renew in advance". In fact, I received one this morning.

Then about 2 hours ago, I received the following message from [email protected]:



The header contained my Jeppesen account number, or I would have assumed it was a scam; also jepp.com does indeed appear to be one of their domains. Is this what has come of Jeppesen, trying to shake down customers with fake claims of having a past due balance? Has anyone else received this kind of threatening email from Jeppesen?

Edit: I just noticed the minus sign in front of the number of days my balance has been "past due"... presumably indicating the future. So another possibility is that this was an AI glitch...
Click to expand...

Maybe give your cousin MS Azure a call?
 
Are there other sources for the data/materials that Jepp supplies you? If yes, I'd go sign up with them asap. If no, then I'd reply with an extremely snotty email that you are current until May xx, 2026 and if they want to take action, then go ahead and quit sending me snotty emails. Do it now, don't wait 15 days(still will be April month). See what they reply.
 
Barrett50 said:
Are there other sources for the data/materials that Jepp supplies you? If yes, I'd go sign up with them asap. If no, then I'd reply with an extremely snotty email that you are current until May xx, 2026 and if they want to take action, then go ahead and quit sending me snotty emails. Do it now, don't wait 15 days(still will be April month). See what they reply.
Click to expand...
I already did that, but I don't really expect a reply since the more I think about it, the more certain I am that it was a robo-email that got triggered by some software glitch, maybe AI-related. 39 days is exactly the time until my subscription expires. It's like one of those robo-billing sites that keeps sending you bills for $0 or even negative amounts. It wouldn't surprise me if the mailbox that sent the email was unmonitored. I'm going to call them this week to pay for the next year by credit card and let them know about their broken system.

And no, Jepp is the sole supplier of the navdata for my avionics.
 
azure said:
My navdata subscription expires in May and I have always renewed around May 1 - always by phone, since their online payment system doesn't work with my browser. Usually they send me a few reminders starting in January, all from [email protected], and all saying basically "we're letting you know early so you can renew in advance". In fact, I received one this morning.

Then about 2 hours ago, I received the following message from [email protected]:



The header contained my Jeppesen account number, or I would have assumed it was a scam; also jepp.com does indeed appear to be one of their domains. Is this what has come of Jeppesen, trying to shake down customers with fake claims of having a past due balance? Has anyone else received this kind of threatening email from Jeppesen?

Edit: I just noticed the minus sign in front of the number of days my balance has been "past due"... presumably indicating the future. So another possibility is that this was an AI glitch...
Click to expand...
Your browser doesn’t work with their payment system, your avionics works only with their Nav Data, and you get emails requesting payments for amounts not owed. Match made in heaven.
 
Clip4 said:
Your browser doesn’t work with their payment system, your avionics works only with their Nav Data, and you get emails requesting payments for amounts not owed. Match made in heaven.
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If you know of a navdata source other than Jepp for the CNX-80 / GNS480, please do share. Obviously I am none too happy with Jepp as a company these days. :(
 
SoCal 182 Driver said:
How about just picking up the phone and calling Jeppesen, and speak with a live human...rather than coming to the interwebs to complain?

Just a thought...
Click to expand...
Jepp's customer-facing business IT systems have been jacked up in multiple ways since I started doing business with them ~15 years ago. For most of those 15 years, talking to a human being was the only way I could successfully get the products I needed from them because the automated systems were jacked up in multiple ways. Each time I talked to a human being, I complained to them that their online systems were jacked up in multiple ways. Every time, I'd get a response that they were aware of the problems and were working to correct them.

I have taken to complaining on the interwebs in addition to complaining to human beings at Jepp because it makes me feel better. It also makes me feel better to know that I'm not the only person who is annoyed at how Jepp's IT systems continue to be jacked up in multiple ways.
 
They may be having AR systems issues.

J

Thread 'Does this look strange to anyone else (re:Jeppesen)'

I received an invoice (sort of) from Jeppesen today. It is probably legitimate, but it different than all my past ones and it just sounds "spammy".

Dear Customer,
Please find attached the pdf version of your latest invoice for products and/or services.
If you have any questions regarding this invoice, do not hesitate to reach out to us at [email protected]. To help us serve you more efficiently, we kindly ask that you include your account or customer number in the subject line of your email.
Additionally, Jeppesen ForeFlight has implemented a global remittance email address...
Click to expand...
 
Jim_R said:
I have taken to complaining on the interwebs in addition to complaining to human beings at Jepp because it makes me feel better.
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I thought the goal was to solve the problem. My bad.
 
In my last year with Jepp I sent them a $600 check and it was certified and signed for. And Cashed.
My account expired. I called accounting they simply said your account is closed (well do I get my check back?).

So was I going to sent them another - H_ll no! Abut eight months later they refunded my $600.

Second check went to Garmin and I've been there since. Jeppesen/Boeing is a huge F up. Just like Boeing.
 
I received a similar email as the one received by Azure, and it was also yesterday (Easter Sunday). My service also is due for renewal in a few weeks. All that is much like Azure’s situation.

Mine was accompanied by a PDF statement that involved a double billing.I emailed today, explaining why the attached statement was incorrect and asking them to cancel it and send me a new one. They replied promptly and apologized that it had been sent in error and that they would send a new invoice.

Over about 13 years, their customer service has always impressed me as cheerful, but sometimes haphazard when it comes to billing. I’m glad at least for the cheerful part.
 
SoCal 182 Driver said:
How about just picking up the phone and calling Jeppesen, and speak with a live human...rather than coming to the interwebs to complain?

Just a thought...
Click to expand...
Lets go back about 30 years. Someone live from Jepp calls me up on the landline in my kitchen. They say; "I'm from Jepp, and we show you 39 days delinquent. If you don't send me a check in 10 days, we're shutting you off." (presuming of course, that I am NOT delinquent, and have a long term relationship with Jepp) Me; "I don't take ****, I don't give a ****, I'm not in the **** business. You just lost a customer, shut off my subs and eat ****, get sick, and die quietly."
 
SoCal 182 Driver said:
I thought the goal was to solve the problem. My bad.
Click to expand...
I can't re-write Jepp's software. I can't make them fix the problem. And worst of all, I can't give my money to another company and still use the $15,000 avionics in my plane. What's left?
 
azure said:
since their online payment system doesn't work with my browser.
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Of the eleventy billion browsers out there, ONE will work.

I nominate this as 'First world problem of the year' contender.

azure said:
I'm going to call them this week to pay for the next year by credit card and let them know about their broken system.
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Go get'em tiger. Let us know if a $10,000,000,000 company is gonna rip out its phone system and CS infrastructure because YOUR browser (lemme guess... you run all sorts of 'privacy' mods on top of a VPN?) doesn't 'work'.
 
Barrett50 said:
Lets go back about 30 years. Someone live from Jepp calls me up on the landline in my kitchen. They say; "I'm from Jepp, and we show you 39 days delinquent. If you don't send me a check in 10 days, we're shutting you off." (presuming of course, that I am NOT delinquent, and have a long term relationship with Jepp) Me; "I don't take ****, I don't give a ****, I'm not in the **** business. You just lost a customer, shut off my subs and eat ****, get sick, and die quietly."
Click to expand...

Eat a Snickers.
 
Jim_R said:
I can't re-write Jepp's software. I can't make them fix the problem. And worst of all, I can't give my money to another company and still use the $15,000 avionics in my plane. What's left?
Click to expand...
Pick up the phone and speak with a real, live human, and solve the problem. It's easy to be a keyboard warrior...much more difficult to have a human interaction that might lead to a resolution.
 
I stopped using Jepp >10 years ago when it started to take the better part of half a day to figure out how to renew a basic subscription. I shouldn't have to pick up the phone in the middle of work day to call a business for a basic renewal. I should be able to do it seamlessly in the middle of the night in a few minutes.
 
SoCal 182 Driver said:
Pick up the phone and speak with a real, live human, and solve the problem. It's easy to be a keyboard warrior...much more difficult to have a human interaction that might lead to a resolution.
Click to expand...
You apparently didn't actually read my post.

Jim_R said:
Jepp's customer-facing business IT systems have been jacked up in multiple ways since I started doing business with them ~15 years ago. For most of those 15 years, talking to a human being was the only way I could successfully get the products I needed from them because the automated systems were jacked up in multiple ways. Each time I talked to a human being, I complained to them that their online systems were jacked up in multiple ways. Every time, I'd get a response that they were aware of the problems and were working to correct them.

I have taken to complaining on the interwebs in addition to complaining to human beings at Jepp because it makes me feel better. It also makes me feel better to know that I'm not the only person who is annoyed at how Jepp's IT systems continue to be jacked up in multiple ways.
Click to expand...
 
Jim_R said:
You apparently didn't actually read my post.
Click to expand...
I'm glad complaining publicly makes you feel better. I prefer to get problems resolved. Maybe not fix Jepp's systems, but at least solve whatever it is that concerns me at that moment.

You do you.
 
SoCal 182 Driver said:
I'm glad complaining publicly makes you feel better. I prefer to get problems resolved. Maybe not fix Jepp's systems, but at least solve whatever it is that concerns me at that moment.
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A lot of public complaining about the AOPA board situation seems to be getting some of those problems resolved. I seriously doubt that my complaining about Jepp on forums like this one will get those problems resolved any more than my complaining to real, live, human beings at Jepp for 15 years has worked, but it also doesn't hurt anything, except maybe SGOTI's feelings.
 
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Jepp has never, ever, understood software. I've had professional run-ins with them as well. Back a decade or so ago, they also confided in me that they couldn't bring the GNS480/MX20 stuff up to date with the current managers for the other products because they lost the source code.
 
I've never worked with Jeppesen. But the above sounds a lot like the corporate experiences I've had with IBM software people.
 
azure said:
If you know of a navdata source other than Jepp for the CNX-80 / GNS480, please do share. Obviously I am none too happy with Jepp as a company these days. :(
Click to expand...

Have you looked into using Garmin's updating utility?
 
NoHeat said:
I received a similar email as the one received by Azure, and it was also yesterday (Easter Sunday).
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I received an email from the IRS on Easter. I thought fantastic!!! they fixed the problem.

Nope, they informed me that they sent a letter a couple weeks earlier. Yes the letter showed up about two weeks before the email. Hmmm
 
flyingron said:
Jepp has never, ever, understood software. I've had professional run-ins with them as well. Back a decade or so ago, they also confided in me that they couldn't bring the GNS480/MX20 stuff up to date with the current managers for the other products because they lost the source code.
Click to expand...
They've also never understood the importance of providing a good buying experience. Their IFR charts are great, much better than the government charts in my opinion, and I subscribed for years (until Garmin Pilot offered SmartCharts and changed the game) - but I absolutely dreaded the process of ordering and paying for my subscriptions, both for charts and for navigation databases.

Great product + horrible customer service = unhappy customers

- Martin
 
Martin Pauly said:
They've also never understood the importance of providing a good buying experience. Their IFR charts are great, much better than the government charts in my opinion, and I subscribed for years (until Garmin Pilot offered SmartCharts and changed the game) - but I absolutely dreaded the process of ordering and paying for my subscriptions, both for charts and for navigation databases.

Great product + horrible customer service = unhappy customers

- Martin
Click to expand...
I was a very early customer for a flight planning software utility called FliteStar. I subscribed to that along with their paper Jepp Charts for many years. When I started the software was packaged on a bunch of floppy disks and the monthly updates were delivered on that media as well to give a better perspective of the time frame. After Al Gore invented the internet they started using that for DB and software updates. At some point the product was sold to Jeppesen and not long after that they tightened up their licensing with software keys tied to the PC. But they did allow up to three computers on one account which worked well for me. I had it installed on my home desktop (I can hardly remember when I used a desktop as my main home computer BTW), a laptop for traveling, and my desktop at work. Then one day I had to replace my work desktop and transfer the license to that one. They had a process for this which I attempted to follow but it didn't work so I called into phone support to get them to help finish the installation. Despite having been a paying customer for something like 15 years their "help" was to literally accuse me of pirating their precious software because of the muliple failed installation attempts (FWIW I could have easily defeated their software protection but hadn't).

I quit using their products that day and never returned as a customer until I was forced to obtain DB updates for a CX-80 / GNS480 I installed several years later.s I loved the GNS480 but never forgot the way Jepp treated me.
 
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