Data Schwab'd Update

Thanks to the folks at databreaches.net I now know more about what happened (per my Chuck I've Been Schwab'd post) as databreaches posted a notice that Charles Schwab sent to the NH attorney general.

In short:

• The theft occurred in early May - therefore it took Chuck some six weeks to notify me that I'd been Schwab'd
• The employee who violated policy was terminated - that saves a severance payment
• A suspect was arrested - gotta love the police
• The drive with my data was not recovered - did they check Craigslist?

Charles Schwab remains a Company Acting Badly for taking some six weeks to notify customers that their personal information was stolen and for not providing impacted customers with the same level of detail on the theft as they provide to an attorney general.

Chuck I've Been Schwab'd

Last week I received the following letter from Charles Schwab that they had lost a computer that contained unencrypted personal information including my name, social security number and account number. Given that I've got a few accounts at Schwab all associated with my name and SSN, let's assume they lost them all.

Click the images to see the letter.

How nuts is this? Another year and another supposedly high tech firm can't handle basic technology protocols like storing customer information on a server in a data center and if they need to store it on a laptop or desktop, then encrypt it so it can't be read.

And Schwab's letter? This obviously wasn't written by the folks who do the Talk to Chuck campaign.

1. "You may have been impacted..."
   No. I was impacted. Not may have been impacted. Someone has my personal info and it's Schwab's fault. I now have to monitor my credit reports once again.
   
   
2. "... a recent data incident."
   No. This was a process incident. It was a control incident. It was a security incident. Data was involved. But it was not a data incident.
   

And the line that really puts Charles Schwab in the leagues of Companies Acting Badly:

"It doesn't appear that the theft of this computer hard drive was intended for fraudulent purposes or identity theft".

Really? How do the braniacs at Schwab know the robber's intent? Have they spoken to them? Schwab can't monitor my credit reports so how would Chuck know if someone now had fraudulently taken out credit in my name? Even if Schwab could monitor my credit (which it can't) how would they know if a new credit card was taken out by me or fraudulently by someone who had stolen my SSN off their computer? Schwab can't and this line is useless and insulting.

Perhaps Schwab hired the same brilliant lawyers who helped BNY Mellon write that "we have no reason to believe your information has been or will be accessed or misused".

I checked Schwab's site to find their policy on personal information and found that they may have violated their own rules (click here to see their policy). According to Schwab, they "take steps to protect you from identity theft", including:

• using firewalls and encryption technology to protect personal information on our computer systems;
• training our employees on privacy and security to properly handle personal information about you.

Not quite a shining Chuck moment.

I tried calling the phone number Schwab gave in the letter and it was evident that this person and their supervisor were reading a script. In short, they didn't know when the theft occurred but could tell me it was in 2009 and they offered me a key fob random number generator to make my sign on to Schwab more complicated.

E*Trade and TD Ameritrade are offering me 25,000 frequent flyer miles to move my accounts. Will they have any better security over my personal info?

Charles Schwab joins IBM, Intuit and BNY Mellon as Companies Acting Badly for managing to lose my social security number and other personal information.

Stick it to Learning Express

Anything that would drive customers away from paying high prices for items at your store would seem like a dumb idea for a franchisee, especially in this economy. Learning Express of Westport, CT must either be flush with cash or have a lot to learn as they just ensured that I will not return and encourage my friends not to shop there.

What brought this about?

First some background. Learning Express sells many of the same toys (like Lego) that you'll find at Toys R Us, just with higher prices and a smaller selection. Why pay higher prices or have less choice? They wrap toys with Learning Express gift wrap and affix a from/to sticker to the outside so you can write the name of the birthday child and your child who gave the gift. We've been shopping there for 6 years.

Back to today.

My son recently received multiples of the same birthday gifts at his party. We returned a couple of toys to Learning Express of Westport and got a credit a few weeks ago. So far so good. We used the credit to purchase gifts for upcoming other kids' parties. The total was more than our credit so we paid the difference in cash. So far so good for us and Learning Express.

Until it came time to affix the from/to sticker. They wouldn't do it. That's right. The franchisee wouldn't put a 1 cent sticker on the toy because he said he had to spend too much time wrapping gifts. He won't affix a from/to sticker if you used a credit.

Dumb.

Stew Leonard's has a rule - the customer is always right. Learning Express' rule should be something like - for a penny, I'll lose a customer.

Learning Express joins the ranks of Companies Acting Badly for encouraging its customers to shop elsewhere, for making the exchange process cumbersome and for losing a customer over a 1 cent sticker.

Citi [isn't it ironic]

Following someone's feedback, I decided to delete a post on how Citibank was wasting my time. The person correctly pointed out that it was ironic that my time to write the post likely exceeded their impact on me.

He/she was correct.

Heartland Victim?

Citibank just canceled a credit card of mine and issued me new cards. The new cards came with this insert:

Upon calling to activate my new cards, an automated recording confirmed what their security message said "your card ending in xx has been compromised or stolen". The Citi rep who came on the line added that Citi doesn't know which merchant caused the problem, that Visa had sent over a list of account numbers and that Citi was issuing new cards as a precaution.

With all the recent news, like here and here, on Heartland's losing some 100 million account numbers about 2 weeks ago, want to be that they're at fault?

Heartland is a Company Acting Badly for putting millions of customers at risk.

Garmin Responds to BBB

In response to my Better Business Bureau complaint, I received this email from a Garmin specialist (click to enlarge):

In short he's:

• confirming the $150 fee
• informing me that my warranty is over
• letting me know I can repair it myself
• suggesting where I can buy a battery
• reducing the fee to $75 (about 1x-1.5x the value of c330s sold on eBay) if I go with Garmin
  
• stating that Garmin won't repair the unit but will swap it out for another

No repair? Doesn't their website list a 'repair' fee? Was I right that all Garmin is doing is pseudo-selling a used unit to me with a 90 day warranty instead of repairing my unit with new parts?

My Garmin works fine. The battery is dead. A new battery should last years. If I buy a used c330 from Garmin under their 'repair' offer, I will receive another unit that could have its battery fail in 90 days.

As $75 is still unreasonable to repair a $8 battery and I do not like being forced to buy another used unit under a 'repair' lie, I decided to see about replacing it myself per Garmin's email suggestion. I searched on the BatteryPlus site they recommended - unfortunately they don't sell batteries to fix my unit. As I'm not MacGyver and needed instructions, I sent this reply (click to enlarge):

Garmin remains a Company Acting Badly for not being willing to repair a unit, replace a battery or charge a reasonable fee.

My original post is here and the BBB complaint is here.

Garmin Battery Update

Being upset with Garmin's exhorbitant repair fees, poor battery product design, and questionable 'repair' / sales practice, I reported them online to the Better Business Bureau (BBB).

Here's what I wrote:

In short, I offered to pay a 'reasonable' repair fee and to pay for shipping.

My original post is here.

Garmin Battery Battery

About 3 years ago I purchased a Garmin StreetPilot c330 GPS. The Garmin c330 is a great little unit that looks like a mini 1980s TV but has since been eclipsed by flatscreen, widescreen and more modern Garmin Nuvi models.

The c330 comes with a rechargeable battery in the unit. This battery is required if you want to use the GPS when your car engine is not running, it helps find satellites more quickly and the battery allows you to remove the GPS from the base and still use it. My Garmin c330 battery died sometime early in January.

You would think that replacing a battery for the Garmin is straight forward. Think again.

With Garmin, you have to:

• remove a faceplate
• unscrew a front panel
• remove and put aside the antenna
• unscrew the battery bracket
• remove the battery
• cut the wires
• remove the battery from its casing
• remove a strip of metal
  
• solder a new battery
• solder the strip of metal
• install heat shrink around the battery
• heat it without causing it to explode
• insert the battery
• screw in the battery bracket
• reinstall the antenna in the exact same position as before
• screw on the front panel
• install the faceplate

There's a good tutorial and pictures of all these steps at GPSPassions.com, which you can see by clicking here. According to the poster and readers, you can do this in about 15 minutes and spend $10 or so on parts.

Not being comfortable with a soldering iron, I went to Garmin's site to see what they would charge.

It's $150 to repair my GPS. $150? It's not even worth $100. Why would anyone with second grade math spend $150 to repair a used Garmin c330 GPS you can buy on eBay for less than $100? And the folks at Garmin, who must be out to make any money they can, don't give you an option to just replace their dead rechargeable battery that you can't get at without MacGyver on your side. And the warranty on the repair? 90 days. 90 days for $150? A rechargeable battery should last years.

I thought this must be a joke so I called Garmin support and spoke to a rep about replacing my c330 battery. Not only did he confirm and stick by the $150 price, he told me that Garmin may elect to not replace my battery but to replace my GPS with another used c330 that they have in their return stock. What? No repair? So Garmin wants to effectively sell me for $150 (under the guise of repairing) a used unit that I could find on eBay for $50. Will it have a new battery that will last me another few years? They can't say.

Garmin is a Company Acting Badly for designing their products in a way that consumers can't replace a battery. Garmin is a Company Acting Badly for pseudo selling customers used goods under a 'repair' label. Garmin is a Company Acting Badly for installing a rechargeable battery that doesn't last more than a few years. Garmin is a Company Acting Badly for charging exorbitant repair fees that exceed a unit's value by two to three times.