Valorie just received the following email from Think Geek (in response to our previous issue with them):
From: Caroline Offutt [mailto:<email address at thinkgeek.com>]
Sent: Sunday, November 18, 2007 7:05 PM
To: <valorie’s email address>
Cc: Rob Patak
Subject: Issues with ThinkGeek order
I would like to apologize for all of ThinkGeek for the fraud issues you had with your recent order and the response you received from our customer service department. We are about to roll out our new fraud prevention program including implementing CVN this week (it is unfortunate that we didn’t roll it out two weeks earlier). With our new program, most orders, like yours, will process without a hitch and we hope that only those orders that are truly fraud will be stopped. If you are interested, I would be happy to go into more detail of why your order was stopped and how we are changing the process.
If you decide to have your ThinkGeek order# <order number>processed, we would like to take $50 off it. Or if you rather, we will email you a $50 gift certificate to use towards a future order. Please let me know how your would like to proceed. Also, feel free to contact me directly if there is ever anything we can do for you. Because of the holidays, I will be at our warehouse much of the next month and not always available, so please contact Robert Patak, Customer Service Supervisor, if you are unable to reach me (<email address>@thinkgeek.com, <phone number>).
Caroline Offutt, VP & GM
Tel: <phone number>| Fax: <phone number>
I’m glad to see that they realized that they have an issue – I don’t know if they found my earlier whine, or if their internal processes picked up on the issue, but I’m very happy that they’re attempting to address our annoyance.
We’ve still not decided what to do about this issue yet, but I do need to acknowledge that they are listening and are trying to resolve the issue. Two points to Think Geek.