Uh-oh. Someone has proven to me that I have actual power because of blogging and now I know! 😉
Here’s an email I received August 17th after someone saw my Kaiku review from April of this year, Kaiku Visa – A Prepaid Debit Card that Doesn’t Suck:
Noticed your related blog post and thought you might perhaps be interested in this related little wrinkle ….
Just discovered that Kaiku has apparently stranded me (for who knows how long) from using my card on line until an auto-replacement arrives (card expires next month in Sep 2015,reportedly mailed today though).Customer Service offered zero help/solution; wouldn’t even give me the CVV of my own new card in the meanwhile, despite verifying my card name, birth date, mothers maiden name and etc.And I was advised, after being on hold for awhile, that a supervisor can’t get back to me for 2 – 4 hours (it’s already 8:30 pm).
The surprise comes at a particularly inconvenient time and leaves a quite bad taste and notable frustration.
I’ll admit, my initial reaction was “Oh, that sucks, sorry…” and I would leave it at that. But I knew that I would want help, not just sentiments, if this was me. So I thought about it and told him I’d email my Kaiku contact. This is what I emailed the evening of August 17th to Kaiku:
This guy noticed my positive review of Kaiku and forwarded me this negative experience he’s having. Any way to make this better for him and make Kaiku look extra awesome so I’m not associated with a prepaid debit card that is making someone’s life difficult?
This is what I heard back the morning of August 18th from Kaiku:
Thank you so much for letting us know one of your followers had an issue. We have contacted all the management at Kaiku and they have gone to work on it and they apologize and will make it right. Customer service is huge at KAIKU, we understand things do happen, but they want to be sure the Kaiku card user has a positive experience.
Again, thank you for bringing this to our attention so Kaiku can work to make it right.
Then I got this email from E, the original guy, the afternoon for August 18th:
Yes, thank you! Seemed definitely to help. Once escalated to Kaiku HQ they called the card issuing partner to get (and relay to me just now) the CVV for the card in transit. Not in time to save me the 45 minute trip to fund groceries and medicine for my aunt this morning but still a quicker solution than simply waiting a few day for the card to show up … so, redemption I’d say.
And finally, I heard back again from Kaiku and the original guy about 24 hours later, the afternoon of August 19th. Here’s my contact’s final response:
We heard back from Kaiku’s top management. They reached out to E and resolved his issues and also gave a credit to his account for his inconvenience… Hopefully resolving the problem and giving him the bonus will help reverse his negative feelings about Kaiku.
Thank you again for all your help to bring this to our attention so everyone could help resolve it.
And the last email from E, the original guy having the problem the afternoon of August 19th:
Epilogue … Kaiku followed up again today (surprising) advised they we’re going to credit my account some amount for my inconvenience (very surprising) and then wondered/requested if I’d mind mentioning to “my blogger” (that would be you) how they’ve been of service. I indicated I’d already done so, via my “redemption” message to you of yesterday, but thought you’d still like/ought to hear the rest of the story.
Yay! I’m mighty and I know it! And yay for Kaiku making it right! Feels good to be a blogger this week!
Ever have great results just by reaching out? I’m giddy. 😀