Categories
Security

American Express: Faulty Security

The night I called to activate my new American Express card I was asked this question to verify my identity: “Name a relative over the age of 18.” I provided my father’s name. “Sorry, that name is not on the list.” Huh?

So much for identify verification when they have incorrect information.

Another security breach in my mind is attaching a phone number to the account that I never provided. I got this message: “I see that the phone number you are calling from matches your account.” Wrong. Turns out that American Express will collect phone numbers on you without your knowledge and associate them with your account. This certainly is not secure because it is an action behind the customer’s back.

There can be no security without accuracy.

Categories
Retail Email

RadioShack.com: Electronics a front for Jewelry?

I wrote to RadioShack via the web form asking why a product was not showing when I clicked on the link.  The response came from a Jewelry web site. Could this be a clue that RS is outsourcing to 4th world countries for very cheap, non-responsive email? I never did get an answer to my question, which was time sensitive.

The response:

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Thank you for contacting RadioShack.com Order Center.

We do apologize for this inconvenience. We ask that you please contact our customer service department at 1-800-843-7422, as they may be able to further assist you in this matter.  In the meantime, we will forward this to our supervisor to have [sic] thie researched as soon as possible.

We do apologize for any inconvenience this may have caused.

Please let us know if there is anything else we can do for you, and thank you again for contacting RadioShack.com Order Center.

Sincerely,
Fine Jewelry Ambassador
www.BaileyBanksandBiddle.com

Categories
TeleComm

MagicJack.com: May I know what do you mean by “trouble ticket # on it”?

MagicJack.com: Live customer support is lacking thinking ability.

The problem: Magicjack is reporting that a number I am dialing is ringing, when in fact it is busy. I know the person I’m calling — my father — and there is NO call waiting on the line. Calls by my cell phones verify the line is busy.

Most of the live chat session with the Magicjack customer non-service rep:

Maria: Hello, how may I help you?

Me: I’m getting a false ring. Dialing xxx-xxx-xxxx and it rings, when in fact the line is busy

Maria: Thank you for that information and I do apologize for the inconvenience.

Maria: Can you please be more specific about the issue?

Me:: why is magic jack telling me the the phone on the other end is ringing when in fact the line is busy?

Maria: Okay.

Maria: Can you please try to make a call with other number please?

Me: hold on

Me: works

Maria: Okay.

Maria: That’s Great.

Maria: Is there anything else I may help you with today?

Me: I’m getting a false ring. Dialing xxx-xxx-xxxx and it rings, when in fact the line is busy why is magic jack telling me the the phone on the other end is ringing when in fact the line is busy?

Maria: It is not on the magicjack Its in other end have some problems or busy signals.

Me: no, it is magic jack. this is my father’s number and he does NOT have call waiting. When I call with either of my cell phones I get a busy signal and when I call with magic jack it rings

Maria: Okay.

Maria: I do apologize for the inconvenience due to some upgrading our engineers are now working hard on that to fix that issue. [Think this is a canned message?]

Me: first you said the problem was not magic jack; now you say it is. how could the engineers be hard at work on this issue when I just reported it and you previously denied it?

Maria: Is there anything else I may help you with today?

Me: Huh? I’ve reported a problem. Why don’t you open a trouble ticket # on it?

Maria: May I know what do you mean by “trouble ticket # on it”?

. . .

Maria: I do apologize for the inconvenience. I just want you to be more specific about the issue.

Me: what about this do you not understand? ” I’m getting a false ring. Dialing xxx-xxx-xxxx and it rings, when in fact the line is busy why is magic jack telling me the the phone on the other end is ringing when in fact the line is busy?”

Maria: Okay.

Maria: One moment please.

Maria: I will conduct a test call for that.

Maria: Are you still with me?

Maria: I have not heard from you for a few moments. Do you wish to continue this chat session?

Maria: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the “close” button on the top right of this screen and the survey will appear. Thanks again!