Sad about Mozilla store position

Posted by guifercon on Thu, 08/23/2007 - 19:46Firefox Marketing Ideas

Hello All!

This post is to express my sadness about the response I've received from MOZILLA store.

First a history of my usage of MOZILLA products:
I work supporting applications, both windows and Unix(based too).
I always wanted to escape from the the monopoly of a certain company that I will not say due to ethical problems. I will just call it by the alias micro$$$.
I have started breaking this money chains with Netscape, then Mozilla navigator and when Firefox first arrived I never stopped using it.
When Thunderbird came, oh man, I've considered it done, there is nothing more to ask from Mozilla, web browser and mail client, the perfect combination!

Well, after all these years using it, I decided to make a contribution, how? Buying Mozilla stuff.
Searching a little bit there I found a backpack, perfect for my use, to carry my notebook. And a nice Firefox Hoodie Sweatshirt.
Credit card OK.
Confirmation OK.
Mozilla International Order KO...

Well...
Here I will post the e-mail and the reason of the Knock Out you can see by yourselves.

Dear Valued Customer :

Thank you for your recent on-line order of logo'd promotional products or other products shipped by GatewayCDI. I apologize, but I am unable to process a shipping quote for your order at this time. Due to recent fraud issues we have encountered, I will be needing some additional information from you. Please email a copy of the front and signed back of your credit card, as well as a copy of your signature.

If you do not feel comfortable sending this information via email, you are more than welcome to fax the information to me at 888-738-4154. Again, I am unable process your order without this information. If I do not hear from you within the next ten business day, your order will be canceled.

I look forward to hearing from you.

Thank you,

Anyone of you would sent a picture of your credit card to somebody that you don't know?
Why can't I have my desired backpack?

Sorry about the jokes and the way I've expressed somethings, but I'm very annoyed about this...

Best Regards,
Guilherme


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Our sincerest apologies
Submitted by Sarah.Arora on Mon, 08/27/2007 - 17:05.

Hello Guilherme,

We would like to extend our sincerest apologies for the inconvenience that you encountered while trying to order your
merchandise from the new Mozilla Store.  The store is being implemented
by a company other than Mozilla Corporation, so this is not Mozilla's
credit card policy that is being enforced.  Thank you for expressing your concern, and we are in the process of righting this situation.  Thanks for your patience. 

Sincerely,

The Mozilla Store Team



 

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OK... Here is the reason why
Submitted by guifercon on Tue, 08/28/2007 - 11:32.

OK...
Here is the reason why I like the mozilla community...

They care very much about users.

Thank you for your answer and explanation about this problem I had.

You are really great, I hope that soon I can buy your stuff without this kind of problem.

Regards,
Guilherme.

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NO!
Submitted by larry459714 on Sun, 08/26/2007 - 17:51.

The point here people isn't if we trust Firefox or not, its the obvious possibility  that someone could have snatched up his order and is requesting further information to copy his signature etc. No way man I wouldn't do it. Call Firefox and find out what there policy is on credit card verification etc. or email them. If you send what they have requested and its someone performing credit card fraud, your hit. It will take you years to clear up whatever they have used your card for,your credit will be shot for a long time, TRUST me. Good luck, please, better to delay the backpack order than to buy 50 crates of oranges in B.F.E.

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Odd...
Submitted by JustZisGuy on Fri, 08/24/2007 - 21:55.

I've bought lots of stuff from the Mozilla store over the years, and I don't think I have ever had any problems. 

Personally I would trust them with that information, but if I had a problem like that I would question the trustworthiness of the credit card. (I don't know if that has anything to do with being an international order)

Googling for that fax number, it looks like the real deal. If you haven't already you should contact the Mozilla store and try and find out what is up. I'm sure that one way or another they can get you what you want.

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Rare
Submitted by Ken Saunders on Sat, 08/25/2007 - 00:34.

I too have ordered items from the Mozilla Store and I've never had any problems with orders. I'd say that directly corresponding with a Mozilla Store rep is the best idea especially before sending your credit card info. It is absolutely not Mozilla's style to have poor service or poor anything, even though the issue is with GatewayCDI.

It's great that you are purchasing something Mozilla related to show off and to help support Mozilla. I'd stick with it, it'll get straightened out.


Ken

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Wow.
Submitted by Murcielago_718 on Fri, 08/24/2007 - 19:17.

 Wow. I dont know whats wrong. Is you credit card good? Maybe they are having trouble with it or something. I think you should just give them what they want. do that or try to use a new card if possible. My cards been denied but I  never had that problem.

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A bit more background on this issue
Submitted by jslater on Mon, 08/27/2007 - 17:51.

We've contacted GatewayCDI (the company that runs the Mozilla Store and numerous other company stores like ours) and they said that this is in response to an unusually high amount of credit card fraud they've been dealing with lately. They only request this fax verification on international orders when the billing and shipping addresses are different (apparently most of the fraud has been coming from international orders).

Having said all that, we are definitely pushing them to come up with a more customer-friendly way of handling this situation. We certainly recognize that credit card fraud is a very serious issue for all involved, but we also want it to be possible for Firefox fans to be able to make purchases without such a huge fuss.

That's the update on this for now...we're still working on it, so thanks for your patience and stay tuned for more details when we have them.

John Slater



 

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OK... Sorry, mozilla store,
Submitted by guifercon on Tue, 08/28/2007 - 11:44.

OK...

Sorry, mozilla store, partner or not, I will never send this information to anyone. I doubt anyone, even you Mr. Slater, would send this information.

The company talks about fraud but why can't I also expect this from them?

I know the Credit cards frauds are happening all the time, it is only for this that I will never send pictures of my CC... Is too much valuable information...

Again, I hope this ends, so I can buy your stuff without this kind of problem.

Thank you very much for your answer!

Regards,

Guilherme.

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You're totally right
Submitted by jslater on Thu, 08/30/2007 - 00:16.

You're exactly right - I wouldn't send in this info myself and I wouldn't expect you to, either. We're actively working on it with Gateway and hope to have this straightened out soon.

They did indicate that this response gets sent out when people have trouble entering a billing address, so perhaps you could re-try that? Not sure if that will help, but it might be a short-term approach until we can get this resolved more completely.

Again, thanks for your patience.

 

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Waiting...
Submitted by guifercon on Mon, 12/17/2007 - 12:26.

I will never have a Firefox Backpack...

I've tried to talk to Sarah Arora by e-mail, but it returned...

I'll just forget about all of it... I'll pretend that never accessed the mozilla store...

 

Goodbye...

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Contact me...I'll help you out
Submitted by jslater on Mon, 12/17/2007 - 22:54.

Hi Guilherme. Very sorry to hear that you're still having trouble with the backpack. If you see this message, email me at jslater at mozilla dot com and we can get taken care of. Sarah Arora was a summer intern for us, so she no longer works here, but I'll be around.

Hope to hear from  you, and again, my apologies for the trouble.

John
 

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