Zingerman's Mail Order automatically
stores your credit card information. They are not breaking any
laws, but we all know of huge companies and banks that have been hacked.
To
speed up the order process, several of us in the call center would ask a
returning customer if they'd like to use their stored credit card. One
day, Jen K overheard this and had one of her fits. The next day, we were informed that we
had to ask for their credit card information every time, so the
customers would not find out that it was already in the database and get
upset.
On the upside, if you are a customer and do
not want your credit card information stored, you can call them up and
have that changed. You might wonder why they don't automatically do it
the other way around? I received two answers. First, the credit card
information is secure. (Yes, I know about PCI compliance.) Second, it's not worth putting in a
software change request because it takes months or years for anything to
happen.
We'll see. They very well may "Take action to make things right." That is their 3rd step to effectively handling customer complaints.
I recognize it will not be easy to fix the situation because there are
customers that do know and like the convenience. So, Zingerman's Mail
Order can't just remove all the credit card information from the
database. What they could do is add a keep/don't keep check box for the credit card information. The
call center employee would simply ask if they'd like to have it stored or not.
Please leave a comment if you agree or not. If you want to contact Zingerman's Mail Order: 1.888.636.8162 or service@zingermans.com
Zingerman's sucks.
1 comment:
I have worked in the call center and never heard anyone even slightly upset their card was stored in the system.
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