Monday, January 16, 2012

Zappos Customers Got Zapped

The e-mail to Zappos shoe, clothing and bag customers began:  "First, the bad news..."

The bad news was that a hacker or hackers stole 24-million customers' personal information, including the last four digits of consumer credit card numbers. As big a "hit" as it was, it still pales in comparison to the 77-million customers' data stolen from Sony Play Station Network last year.

The second paragraph of the Zappos customer e-mail began:  "The better news...." "the database that stores your critical credit card and other payment data was NOT affected or accessed."

The company responded relatively fast with its blast e-mail and suggestion that every customer create a new password...and even created a link from their HOME page to "create a new password" page.  There, in tiny print it also says:  "You'll pay nothing if unauthorized charges are made to your credit card as a result of shopping at"

While the company has been moving in the right direction, it has done one thing that is relatively unheard of in today's business crisis world.  Zappos TURNED OFF their customer call center phones and are only taking questions by e-mail. 

CEO Tony Hsieh reportedly informed employees by note, "Due to the volume of inquiries we are expecting, we realized we could serve the most customers by answering their questions by e-mail."

In the customer e-mail, Hsieh concluded, "We sincerely apologize for any inconvenience this may cause."  And then suggests customers e-mail with any comments or questions!

1 comment:

  1. Very good writing. I really liked this post.