suggestions based on my experience trying to “add credit card to my profile so that I can pay my credit card balance before the impending due date”
There were 3 contact points in the exchange:
1. I tried to add the credit card to the profile and got an error message. I then tried click to call, and I submitted feedback on the website immediately after getting an automated system, which i then navigated to the point where the system told me that their customer care department was closed:
I’m having problems adding my credit card so that I can pay my bill on time. I’ve tried for the last couple of days at this point.
Are there any options for extending my payment date since there are
technical issues? Here’s the error message I am seeing on the profile
page:”We’re sorry. We are unable to update your profile at this time.
Please try again later.”
Some additional comments based on my experience trying to pay my card:
1. Click to call should be hidden/stated that it’s not currently available if your regular business hours are not yet open. I saw the link on the bottom of the profile page
2. Click to call should direct to a customer service agent, not to an IVR system.
3. Thirdly, you should note your regular business hours in the recorded message rather than just stating that you’re not open since now I have no idea when I should call back.
4. The contact us menu is too limited – it only refers to macys.com orders, furniture, registry, etc. This had to do with your credit card/profile.
2. On the day that my payment was due, I tried once more before calling. This time, I realized that the last printed digit on the line of the card number (hanging out by itself) was actually part of the card number. Here’s what the card looks like:
Now unlike the card as displayed above (where the space between each cluster of digits is one character wide), the actual card has two character spaces between the last digit and the 0 at the end, so in my mind, it was questionable that it was actually part of the acct number.
So, suggestion #5 – if the macy’s card has a certain number of digits, the error message on the site can then state that the number of entered digits isn’t enough. A generic message that that the application is “unable to update [my] profile” will surely mean that your customer care department will receive an unnecessary number of calls.
3. Two days after I submitted, the comment, I received an email in my inbox with the following headers:
From: Macys.com Customer Service
To: *******@trajecting.com
Subject: Tell Us What You Think
Then here’s the beginning of the email itself:
Dear *********,
Thank you for taking the time to email us. We have received your message, and it’s been forwarded to our Customer Service Department. Please be assured that we take your feedback seriously and we will respond within 72 hours to any issues you may have.
Which leads me to suggestion #6 – the subject line of “Tell Us What You Think” is *really* confusing to me as the user who entered feedback on your website. When I received the email, I thought it referred to a survey and not the feedback I entered.
on using macys.com to pay my macys credit card
suggestions based on my experience trying to “add credit card to my profile so that I can pay my credit card balance before the impending due date”
There were 3 contact points in the exchange:
1. I tried to add the credit card to the profile and got an error message. I then tried click to call, and I submitted feedback on the website immediately after getting an automated system, which i then navigated to the point where the system told me that their customer care department was closed:
2. On the day that my payment was due, I tried once more before calling. This time, I realized that the last printed digit on the line of the card number (hanging out by itself) was actually part of the card number. Here’s what the card looks like:
Now unlike the card as displayed above (where the space between each cluster of digits is one character wide), the actual card has two character spaces between the last digit and the 0 at the end, so in my mind, it was questionable that it was actually part of the acct number.
So, suggestion #5 – if the macy’s card has a certain number of digits, the error message on the site can then state that the number of entered digits isn’t enough. A generic message that that the application is “unable to update [my] profile” will surely mean that your customer care department will receive an unnecessary number of calls.
3. Two days after I submitted, the comment, I received an email in my inbox with the following headers:
Then here’s the beginning of the email itself:
Which leads me to suggestion #6 – the subject line of “Tell Us What You Think” is *really* confusing to me as the user who entered feedback on your website. When I received the email, I thought it referred to a survey and not the feedback I entered.