IDOC TO INMATE EMAILS 9/15/21 - 9/25/21
EDITOR'S NOTE: Due to the extremely high number of items which are constantly out of stock in the Keefe Commissary, the Out of Stock emails will no longer be included in these posts. If anyone wants that information, simply send me an email and I'll make it available to you.
///////9/16/21 Dear JPay Customer,
We wanted to provide some tips to ensure you are getting the most out of the JPay Support Ticket system. Please see below:
Keep in mind that you can only have one support ticket open at a time. So if you have an open ticket, you must close that inquiry or wait for Customer Service to respond and close the ticket before you can open a new support ticket. Most of the time Customer Service will respond with a resolution or troubleshooting steps that fix the issue, then they close the ticket. However, if the troubleshooting steps DO NOT fix the issue, please open a new support ticket and reference the previous ticket number and issue that was not resolved.
IMPORTANT please make sure you submit your support ticket for the correct category. If you submit to the wrong category, your ticket could be closed through bulk closing efforts for common issues that were resolved. These are the categories available to you. Its very important that you select the correct category that matches up with your concern.
Tablet
Music
Games
Movies
Accessories
Banking
Kiosk
Videogram
Newsstand
EBooks
Battery
Video Connect
Please make sure you provide as much detail as possible in each inquiry. The more information you provide will help our Customer Service team provide you with the correct resolution or troubleshooting. Some examples include:
If a game is not downloading, include the name of the game and the exact screens or issues you are running into when trying to download that game.
If you think email is missing from your tablet, include the date/timing of when you think the issue began, the names of loved ones who emailed you but the communication has gone missing, if youve taken any steps to try and resolve this concern on your own.
We hope the above tips improve your engagement with the JPay Support Ticket system.
Best, Your JPay Team
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09/21/2021 Dear JPay Customer,
This is a friendly reminder to upadate the music catalog on your tablet regularly. This way, when you are not logged into the kiosk, you can still browse current music titles on your tablet.
The music catalog is updated daily with New and Recent Releases, Top Songs and Albums from some of your favorite.artists.
Here is how to update the music catalog on your tablet:
Login to your assigned kiosk
Select the Media button
Connect tablet to the kiosk and wait for tablet to complete syncing
Select the "Update Music Catalog" button and select Yes. On the bottom right of the kiosk you will see the update status indicator.
When the download is complete, disconnect your tablet from the kiosk and wait for tablet to update and reboot. It should take about a minute for the tablet to reboot.
Log back into your tablet, tap the "Media Store" app, then select the Music menu to view your updated music catalog.
If you are having trouble updating the music catalog on your tablet, try deleting it and then re-downloading it.
To delete,
Select the Media button
Connect your tablet with the kiosk and wait for tablet to complete syncing
Select the "Delete Music Catalog" button and select Yes
On the bottom right of the kiosk you will see the delete status indicator
When the deletion is complete, disconnect your tablet from the kiosk
To re-download, Select the Media button
Connect your tablet with the kiosk and wait for tablet to complete syncing
Select the "Download Music Catalog" button and select Yes
On the bottom right of the kiosk you will see the download status indicator
When the download is complete, disconnect your tablet from the kiosk and wait for tablet to update and reboot. It should take about a minute for the tablet to reboot
Log back into your tablet, tap the "Media Store" app, then select the Music menu to view your music catalog.
EDITOR'S NOTE: This process does not work in most instances.
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9/22/21 MESSAGE FROM KEEFE COMMISSARY - SECUREPAK FEE INCREASE
Attention: All Securepak / MCP Package Program customers
Re: Shipping/Handling Fee increase notification
Due to continued increases in freight, labor and packaging costs, effective October 1, 2021 the shipping/ handling fee for your Family / Friends Securepak / MyCarePack Package Program will increase $1.00 per order.
Below is a recap of the challenges Keefe and the industry overall is experiencing.
Over the past 18 months, global supply chains have experienced unpresented disruptions due to COVID and increased consumer demand. As a result, Keefe and our suppliers are experiencing price increases in freight, labor, and raw materials. Specifically, ocean freight prices have increase 400-500% (Asia to US West Coast) while domestic truckload and less-than truckload shipments have experienced a 70-90% price increase while providing a lower level of service. From a labor and packaging perspective, were witnessing a 20-30% price increase as well. While we hope that some of these price increases will not stick long-term (specifically the freight increases), we do expect prices across all three categories to remain 20-30% higher indefinitely.
While Keefe continues to find ways to become more efficient, the external costs require we raise our fee at this time.
Thank you
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