Anonymous
The satnav I ordered arrived on time (actually early) and is in perfect condition just as advertised, and at the advertised price. So why only 2 stars ?, it’s all to do with the sales process and how paranoid you are: 1) I phoned on a Sunday to clarify a detail prior to purchase and was told that I could expect to receive the item by the “end of next week”. I ordered on-line. I didn’t set up an account but provided a password just because this would allow the package to be tracked. 2) I received a confirmation email with my order number, and was informed an account had been setup and the user-id/password was included PLAIN TEXT (why send a password in plain text ?). 3) I logged into my new account and changed the password. My account had been set up with “1 click purchase” which I switched off. Checked the order history to find that I had not ordered anything and had no history (this was Sunday so I thought wait for Monday). 4) I rang on Tuesday about my confusing lack of order history and was asked for my email address (not order number) and initially told that I had a couple of things waiting in my basket but hadn’t ordered anything - I set things up a couple of times before deciding to purchase, but at that time I had no account so it’s not clear why they would maintain a basket for me. 5) Eventually it was confirmed that I had ordered my satnav and the money had been taken, but I had been given the wrong order number, and nothing was happening on my real order (hadn’t been dispatched etc). 6) The real order was sent for dispatch and I was told it should arrive the next day (it did arrive on Wednesday) and that my purchase history on my account would be updated when the service person had time to sort it (it was updated by the end of the day). 7) I have everything I need but there is no option to delete my on-line account which I don’t want as it seems too risky. So while it’s clear there are some sincere helpful people involved I think the whole thing is let down by poor security awareness and a lack of robust process suitable for a modern on-line business – e.g I guess the “1 click purchase” implies they still have my credit details and anyone who had seen the email with the password would have had an opportunity to do nasty stuff.
4 years ago
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