David Artiss

Category: Customer Service (page 1 of 4)

We all experience it, whether good or bad. I write mine up, particularly if some shaming or congratulating is required!

Why can’t Jo Malone change your account’s email?

This all started, innocently, yesterday as I was going through some online accounts that I have registered to an old email address.

I bought my wife some Jo Malone perfume last year, I think, and, as a result, I now have an account on their site. But, and unfortunately they’re not the only site to do this, they don’t provide a way for you to change your email.

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On Long Passwords

At the moment, I’m having a ‘discussion’ with British Airways on Twitter. Sadly, it’s not the first time I’ve had a similar conversation with a company.

Here’s the initial part of the problem – when you try and change your BA password, it gives you the following guidance for the password…

So, the password has to be at least 6 digits and be numbers and letters. No symbols, mind you, which is a negative point. So, I put in a new password, generated for me. 49 digits no less. It complained..

The password you have supplied is invalid. Passwords need to be at least 6 characters in length and use a mix of letters (English A-Z) and numbers.

But my password did abide by those rules.

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BT and their bizarre attitudes to security

Since late last year I’ve been going through a process of adding complex, long and individual passwords to all my online accounts. I’m still doing it, albeit the less important accounts. Today I looked at bt.com. I don’t use them but still have an account set up from when I used to use them.

Now, by default, I try and use a 50 character randomised passwords, complete with numbers and symbols, which is generated by 1Password. Some sites have length limits so this, sometimes, need adjusting. The BT account page lists no such limitations, so what could go wrong?

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Beware of customer reviews retailer websites!

I think most people are getting savvy to the customer reviews these days on the sites of retailers but if you’re still naive to it, here’s an example.

My Facebook timeline recently sported an advert for a pay-monthly toothbrush service – the Uber Sonic Club (no relation to the taxi service). However, reviews aren’t good.

Uber Sonic isn’t the answer to your dental woes.

Basically you get a cheap (and from the reviews ‘cheap’ appears to be accurate in all respects) sonic toothbrush for £19 and then new brush heads monthly (bear in mind that monthly replacements are way to regular). And all for just £54 a year.

If you then look at the Uber Sonic Facebook page, a response to the first post stands out.

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Do you understand your UK rights on mis-selling?

So, in the UK, if a retailer advertises a product at one price and then tries to make you pay for it at another, that’s mis-selling and they can get into trouble with trading standards, right?

Well, that was always my thinking on how this was supposed to work but, in the last week, I’ve learnt that it’s not the case at all.

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APC and the faulty UPS

Back in May I ordered a UPS for my home office. You don’t get power cuts in the UK very often and, in fact, I think power is out at my house more of a result of work being done inside my house, than anything, but as it’s a single point of failure than can be easily rectified, it seemed the sensible thing to do.

Last month, I went to plug an extra device in and found that it won’t push into the socket. In fact, as I attempted to push this plug in, the plug next to it also raised up out of its socket. Something wasn’t right and a quick inspection showed the issue – the socket safety shutters had dropped away inside the device.

I’d registered the UPS with APC at the time of purchase and although I’d had an email to say they’d received my registration request I’d heard nothing more. I rang them and, via a very quiet phone line, they arranged to have my UPS swapped out. Indeed, just a few days later a new one appeared.

But arranging to have the old device picked up turned out to be a lot trickier…

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Why Argos has a terrible attitude to website security

Don’t get me wrong, some websites get their security really, really wrong but the difference with Argos is their attitude towards the customers that take issue with it.

I raised problems with Argos back in January, when I found their site doesn’t allow you to use the paste function of your computer when creating a new password – this rules out using password managers and, therefore, long, secure password.

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Me: I have a Neff account on your site but I need to update the email address for it, which I don’t appear to be able to do. Can you change this for me?

Neff: Unfortunately we are unable to amend those details due to not having access to your account. This is something that only you can do yourself.

Me: Erm…

Why can’t I transfer my domain from 1&1?

I’ve had an account with 1&1 for, oh, many years. Never for hosting but simply for domain handling – specifically artiss.co.uk.

However, needing to install SSL on this domain, my host (Tsohost) can only do it if the domain is hosted with them and 1&1, well, they won’t give me SSL because I don’t have the domain hosted with them. So, the easiest solution was to move the domain to Tsohost.

Sadly, 1&1 have made sure this process isn’t easy.

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Whatever you do, don’t trust Doros Kiriakoulis

Last year I wrote about how a single product, the GoKey, had made me give up on crowd funding websites. Badly delayed, something always seemed to come up when the deadline was imminent. However, it all appeared to be moving on and only a couple of weeks ago all the backers received an email so we could provide final confirmation details of our product requirements (for example, my phone connection has changed, twice,
since originally backing the product, so I needed a different connector on the GoKey).

This morning I had an email.

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