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http://forum.channelnewsasia.com/viewtopic.php?t=373649
<TABLE class=forumline border=0 cellSpacing=1 cellPadding=3 width="100%"><TBODY><TR><TD class=row1 vAlign=top width=150 align=left>vaffanculo
Joined: 16 May 2010
Posts: 29
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Posted: Sun Sep 19, 2010 2:53 am Post subject: Credit Card Info lost by Marina Bay Sands</TD><TD vAlign=top noWrap>
</TD></TR><TR><TD colSpan=2><HR></TD></TR><TR><TD colSpan=2>Bad experience with Marina Bay Sands.
Posted September 14, 2010 by claudswu in Uncategorized. Leave a Comment
I’m sure if you are on my Twitter, you would have heard about the boo-boo that MBS made. Basically, we called to make a reservation and the person on the other line, took down our credit card number, expiry date and cvv number.
When we called back the next day, MBS was not able to find out credit card details! But assured us that we have a room and asked for our credit card details again. So, we gave it to them. Fine.
But the next day, we received an email from them confirming our reservation WITH the personal AND credit card details of another customer. Shocked and worried for our own CC details, we called MBS to inform them of this matter, the manager took approx 1.5days to “investigate” the situation. When she finally got back to us, not much was said, just the mandatory – “We are sorry such things happened. Blah blah blah. We assure you that no such things will happen again. Blah blah blah.”
I won’t talk much about the lost of credit card details and all because I assume that the staff was poorly trained or there is a lack of system in place to handle phone reservations.
But I do have my opinions about their service recovery.
Identify theft, credit card theft is common these days. Therefore, I believe that the details of a customer should be handled very carefully.
The information mis-leak from MBS was pretty bad. If it should land in people who are greedy, they can take those details and sell it or even use it to buy stuff.
Human are prone to errors. I, for one, sent out an invitation to a speaker with the WRONG date. Therefore, I believe that once you discovered that you’ve made a mistake, you should a)find out the cause and b)explain to the parties involved.
Nope. Didn’t happened. When we informed MBS about the information mis-leak, all they did was to tell us that they will look into it and get back to us. Okay. We understand that the person might need to look into the matter so as to give us an explanation. We waited for close to 2 days and at the end of it, we got a call and email that looked like it was from a template and could have been easily sent out on the day we called.
Look, the longer you make your customers wait, the more detailed they will expect your explanation to be.
They didn’t explain what happened and what steps they will take to prevent such things from happening again. They made it sound like what happened is an everyday thing. And most importantly, they didn’t tell us what they are doing to ensure that our details were not leaked. Or if the missing credit card details we gave them has been recovered. Are the credit card details now in the land of lost credit card details? WHAT?!
Anyway, we decided not to pursue the matter anymore. But I thought I should share this with everyone. Be careful!
Will let you know about my stay there when it is over.
[Additional news] My friend was in the casino that day and she heard a manager saying this to a pair of customers who were squabbling about their bets, “You all should know what you all bet on. I am very busy. I don’t have time to go through the CCTV to verify the bets you’ve made.” LIKE WHAT?!
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<TABLE class=forumline border=0 cellSpacing=1 cellPadding=3 width="100%"><TBODY><TR><TD class=row1 vAlign=top width=150 align=left>vaffanculo
Joined: 16 May 2010
Posts: 29
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Posted: Sun Sep 19, 2010 2:53 am Post subject: Credit Card Info lost by Marina Bay Sands</TD><TD vAlign=top noWrap> </TD></TR><TR><TD colSpan=2><HR></TD></TR><TR><TD colSpan=2>Bad experience with Marina Bay Sands. Posted September 14, 2010 by claudswu in Uncategorized. Leave a Comment
I’m sure if you are on my Twitter, you would have heard about the boo-boo that MBS made. Basically, we called to make a reservation and the person on the other line, took down our credit card number, expiry date and cvv number.
When we called back the next day, MBS was not able to find out credit card details! But assured us that we have a room and asked for our credit card details again. So, we gave it to them. Fine.
But the next day, we received an email from them confirming our reservation WITH the personal AND credit card details of another customer. Shocked and worried for our own CC details, we called MBS to inform them of this matter, the manager took approx 1.5days to “investigate” the situation. When she finally got back to us, not much was said, just the mandatory – “We are sorry such things happened. Blah blah blah. We assure you that no such things will happen again. Blah blah blah.”
I won’t talk much about the lost of credit card details and all because I assume that the staff was poorly trained or there is a lack of system in place to handle phone reservations.
But I do have my opinions about their service recovery.
Identify theft, credit card theft is common these days. Therefore, I believe that the details of a customer should be handled very carefully.
The information mis-leak from MBS was pretty bad. If it should land in people who are greedy, they can take those details and sell it or even use it to buy stuff.
Human are prone to errors. I, for one, sent out an invitation to a speaker with the WRONG date. Therefore, I believe that once you discovered that you’ve made a mistake, you should a)find out the cause and b)explain to the parties involved.
Nope. Didn’t happened. When we informed MBS about the information mis-leak, all they did was to tell us that they will look into it and get back to us. Okay. We understand that the person might need to look into the matter so as to give us an explanation. We waited for close to 2 days and at the end of it, we got a call and email that looked like it was from a template and could have been easily sent out on the day we called.
Look, the longer you make your customers wait, the more detailed they will expect your explanation to be.
They didn’t explain what happened and what steps they will take to prevent such things from happening again. They made it sound like what happened is an everyday thing. And most importantly, they didn’t tell us what they are doing to ensure that our details were not leaked. Or if the missing credit card details we gave them has been recovered. Are the credit card details now in the land of lost credit card details? WHAT?!
Anyway, we decided not to pursue the matter anymore. But I thought I should share this with everyone. Be careful!
Will let you know about my stay there when it is over.
[Additional news] My friend was in the casino that day and she heard a manager saying this to a pair of customers who were squabbling about their bets, “You all should know what you all bet on. I am very busy. I don’t have time to go through the CCTV to verify the bets you’ve made.” LIKE WHAT?!
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