Member Offer: My Esso Card
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Beats me how new orders are being placed for essocards. This is what you get when you click the link under members offers on the club site ...
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Having been there, your team quickly become embroiled on the inward facing activities and forget the outward facing.
One of the organisations I worked at had a well documented and well rehearsed major incident plan, which included external communications - but I suspect that PK are too new and too inexperienced, and are simply drowning in the day-to-day issues.
One the URL issue, I notice that if I type in myessocard.com it goes to a dead end, but if I type in www.myessocard.com it redirects - that looks like they've only got a pretty inexperienced person doing the URL config work.
I suspect that there is some legal discussion going on between PK and Esso. I suspect that PK have agreed to cease the myessocard website temporarily, but are hopeful of getting it back up again - it is a valuable part of their business offer (making them seem bigger/better connected - just look at the number of people in this discussion who think they are dealing with Esso) so they would be reluctant to abandon it. The web redirect would be fine - if they'd configured it completely.
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Oh I completely agree. But many technical and admin people tend to overlook the need - instead they get fixated on "it'll be be fine if we fix this one thing".
On major rollouts I would have a communications team on standby - but hope I didn't need them.
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I suppose whether that is a significant issue depends on whether those previously signed up are still covered by the previous T&Cs. But yes, given the lack of apparent communications changed T&Cs may well have been applied without agreement to those signed up. Time may tell.
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Not to mention the double payment issue. Surely that is paramount?
Who cares, really, about how the whole program should have been handled. It’s the here and now and the future that matters for the unfortunate folk affected and speculation by some isn’t going to achieve anything.
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PS. Don't forget that social media creates echo chambers of opinion. For example, there are a number of people on here who have been double charged. We don't know if that's 0.01% of cards, or 10%.
As outsiders it is hard to work out if the service is fundamentally sound, but having some teething issues. Or whether its unstable with software that will never be reliable. It can even be hard to work that out when you're in the centre of it too. Lots of internal people will have agendas and opinions. You have to try to prioritise fixing the issues, looking at the bigger picture, bringing in temp staff to help, getting extra telephone lines if necessary, communicating etc.
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See my previous post, WDB. The whys and wherefores matter not. It’s what happens now that counts.
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Not to mention the double payment issue. Surely that is paramount?
From some of the posts, they do seem to be refunding those. Whilst totally failing to communicate anything to those involved. I think JVB's post above sums it up very well.
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I'm interested in why you see that as a priority.
I would tend to make the business decision not to penalise anyone who fell foul of any new Ts&Cs. I understand the differences mainly relate to the quanity of fuel bought. So I would waive the £1 charge for buying a small amount of fuel, and leave the maximum limit at 100 litres, or whatever else it was.
What I would prioritise:
- Getting the URL redirect working properly
- Understanding why the double charging happened
- Refunding customers who have been double charged
- Communicating with my customers
What I'd park for now and get to when I can
- Understanding why some customers can't use their cards eg. PIN issues
- Getting more cards out
- Enforcing any changes to Ts&Cs
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The whole thing appears to be a shambles and all parties, including the club, need to take responsibility for that and make strides towards a good outcome.
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They may not matter to you, but if they can't work out why something is going wrong (eg. double charging) they can't reliably fix it.
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WDB, I mentioned the T&C's because it highlights the lack of communication. Yes your list needs addressing, but they need to start communicating with folk, or perhaps the CC who can then pass on the information through their various portals.
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I'm interested in why you see that as a priority.
I would tend to make the business decision not to penalise anyone who fell foul of any new Ts&Cs.
No body who had joined prior to the new TCs should require a decision not to penalise them as they would be governed by the T&Cs at the time of joining. Unless they have been given proper notice ....... what was that that just flew overhead??
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And posting details here of how it should have been done will help ‘them’?
My view of this thread is that folk are hoping the club will read it and take notice of the issues and play a part in putting matters right. It’s my opinion that posting instructions of how PK should have handled things from the start simply muddies the waters and makes it harder for the club to see the real problems that exist now.
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Perhaps I should have phrased that differently - and I think we're in agreement - customers should receive what they signed up for (as a minimum).
I'm simply talking about the internal crisis handling mechanism.
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I thought people might like some insight from someone who has been there about what's likely to be happening behind the scenes, and the kind of tradeoffs that have to be made.
In terms of the scale of crises I've been asked to help with, this is a minor one and I'm sure it'll all get resolved in the next few months. As long as PK can lay their hands on enough cash to see them through the crisis period.
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I'm simply talking about the internal crisis handling mechanism.
I think that some customers and some prospective customers would wonder if such a mechanism existed. I have read people who have applied and got a card not being aware of the change in website and the redirect not working (it doesn't for me).
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I wonder if any of the people here who have had a refund for double charging could take a look at their bank paperwork and tell us where the refund amount was origininated.
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That's easily done, and not necessarily to your own post, but another's who you might not agree with. Scrolling with my thumb with my pad in landscape means I occasionally catch like by accident. If I notice, or can be bothered I unlike.😀
If they didn't have those clickable adverts at the top I could start off with my scrolling thumb clear of like / report. Just a thought🤔
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At the moment I am staying with pumpking and the essocard despite being double charged, and then refunded which was a little frightening but quickly sorted in my case. If it happens again however, that's a different scenario...
I like their prices as I cannot match them locally at the moment and savings at least exceed club membership fees.
I do like avoiding supermarkets where I can, in my opinion they get far too much of the national spend already.
However, it has, in my opinion, been quite an amateurish roll out so far, taking into account both pumpking's errors, the website change and the clubs very slow response to the whole thing, and of course the offer continues to be advertised via a bad link.. It really doesn't look good.
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I am never an 'early customer' with anything new (means i miss some bargains....but hey ho) SO, I am reading this thread thinking I will give this Esso card a miss. Sorry CMC but it seems a bit of a Mess.
I will look again in 6 months or so, to see if it still exists, perhaps.
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My card has still not arrived having applied on the 7th December but looking at some of the reported issues I am hoping these are sorted when it finally does.
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The fact remains that ALL our bank accounts can be emptied, in one hit, with this system as it stands. Computers don't spontaneously double charge, random accounts. A person did that. My 1st and 3rd invoice were added together, then charged as a 4th invoice, but missing out the 2nd. It's even possible that they tried to change for all 3, but found there was not enough funds, so reduced it till they succeeded. That way, they could get the maximum from each bank account. Besides, the saving has been less than 1p, for the last 3 weeks, since I cancelled my debit card and bailed.
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