Use Co-Op Cashminder at Asda Petrol Pumps

sharpy2010

I bet Asda Customer Services are really fed up of receiving E-mails regarding this issue. There is NOTHING that the customer service staff can do to effect change. They can E-mail their petrol provider or whoever it is that they are E-mailing, but they will never get it sorted. I can guarantee you one thing: Customer Services will fob you off with E-mail after E-Mail until you give up, but this issue WILL NOT GET SORTED.

You might as well give up, this is not something that Asda consider important, and you are wasting your time.

Welcome to the real world.

alastairq

You might as well give up, this is not something that Asda consider important, and you are wasting your time.

Welcome to the real world.

The volume of complaints received by Asda is important.

If we adopted the so-called 'real world' attitude as above then any sort of commercial abuse would be allowed to stand, since no-one would bother complaining.

Customer Services is the point of contact.

They may well be in place to fend off the unacceptable face of Joe Public from interfering with the rest of Asda's policies...as indeed is any customer services department.....in any company, service , organisation or government.

But Asda's core business is based upon a necessarily sound customer relationship.

And we are Asda's core customers...regardless of our financial status..[ie debt-free, as we are on this board...or mired in credit and owing our very lives, as in other places]...then constant badgering will eventually achieve results.


Doing nothing achieves nothing


welcome to the real world....

dojoman

CitySlicker wrote: »

I haven't forgotten about this thread, I have sent Asda a reminder tonight to ask what progress they have made and will post any updates when I get them.

Hi CS, I have just done the same, but to be honest I think ASDA are just fobbing us off with excuse after excuse.:mad:

4$£&*(£$&*(!

sharpy2010 wrote: »

You might as well give up, this is not something that Asda consider important, and you are wasting your time.

Unlike you, I am far less defeatist. When I take on a problem I see it through. I intend seeing this problem through as well. As Alistairq points out, do nothing and you achieve nothing.

I have taken on a great deal of problems before and, with a little bit of work, I have a favourable rate of concluding issues in my favour. I purposely avoided saying I win at things as this isn't about winning, this is about simply allowing people with a card marked as Visa Debit to use it as a Visa Debit card.

If customer services fob this off that's fine, I will escalate to Andy Clarke their CEO. If enough of us do this then Asda, subject to getting permission from their banking services, will find it is easier than to keep wording responses to us. They are aware this thread exists, I am certain most of the people on customer services dealing with this issue will have seen the thread, they now know the stakes.

I prefer to keep trying with my track record of resolving issues. If you prefer for people to keep walking over you then fine, that's your prerogative.

CRH71

All ASDA need to do is contact their acquirer (Streamline, etc.) and find out whether 450875 is Visa Debit or Electron.
They then need to update the BIN ranges within their authorisation systems to reflect this change - their IT department would probably do this or, if not, their external card processors (not sure if Asda are in-house or third-party).

I actually work for a retailer, in their IT Department and it is my responsibility to implement these sort of changes. I have recently updated all of our systems with the revised BIN ranges issued by the acquirers in January 2011 (but were not expected to be applied until 13th May 2011). It has to be said that a lot of Electron cards got reclassified as Visa Debit in this update (which also included a few changes around Maestro) and, in fact there are no Visa Electron BIN ranges left - they are ALL Visa Debit. The AIDs were updated at the same time.

I suspect Asda haven't yet implemented this particular 'Mandate' which is leading to these problems.

Toe-Jam

CRH71 wrote: »

It has to be said that a lot of Electron cards got reclassified as Visa Debit in this update (which also included a few changes around Maestro) and, in fact there are no Visa Electron BIN ranges left - they are ALL Visa Debit. The AIDs were updated at the same time.

What happened to 4917, Halifax anyone ?, and the problem with the AID is not the machine, its the co-op card, its not programmed as visa debit for 450875 its still on the card as a visa electron, so changing it in the machine to visa debit will probably only make it worse.

[Deleted User]

My ex employer stopped taking Electron when they installed a new EPOS system across the whole company. Apparently the IT Dept told everyone that they can't accept Co-Op Visa Debit as it is really an Electron card.

Cr*p IT Dept if you ask me.

4$£&*(£$&*(!

Asda *are* listening folks. They are also reading *this* thread. I have not escalated to the Executive Office but they can see my intentions so their team emailed me directly (see below).

I am confident this will get movement. Sharpy - it just goes to show

Thanks for taking the time to contact us again about the issues you raised about our Self-Service petrol pumps and the "Cashminder" cards.

I have been looking into this issue for you today with my colleagues in our ISD Department and our Petrol Trading Teams. I don't have an update for you today, however I will be back in touch as soon as I am able to respond in full to the issues you have mentioned in your e-mail and your blog.

Thanks again for your patience.

Kind Regards

Jonathan Bottomley - Executive Relations

4$£&*(£$&*(!

I have had a phone call this morning from the Executive Office and it was hugely positive. There is movement on this issue, at the moment I cannot say exactly what will happen when, and more details will be released as soon as they are available.

I know this sounds like very little has changed but Asda have gone into a significant amount of detail what their next steps are on this and I have agreed showing respect to Asda not to go into the exact detail so they are able to progress things their end. What I would say is I hope this is enough detail for other FM's to see change is happening and watch this space.

I will post more details as soon as I am able to.

dojoman

Thanks for the update CS, much appreciated:D