Worthless Support

Many people including myself, don’t like to contact Support. We tend to try to figure it out ourselves to avoid the long delay support often takes. When someone like me (whom is technically minded) contacts support, we want a good quality and helpful answer back.

Possibly the most popular soda in America has a rewards program. For quite a long time (maybe a couple of years) I have not been able to log into My Coke Rewards and since this is both non important and not urgent and simply a game, it has not been a priority to recover the password.

I consistently receive marketing material from My Coke Rewards at the address I have on my account (jared2007@jaredfarnum.com) and I receive text messages. As a matter of fact, I have added points via text message occasionally until very recently, maybe a month or so ago.  You see I kept adding the points in hope that I could log in to My Coke Rewards.

Again, this has been a low priority task – as it was SUPPOSE to be something FUN and not really work. Off and On (maybe once a month or two) I would click on “Forgot password?” on mycokerewards.com and enter my email of jared2007@jaredfarnum.com that I know is correct because I continue to receive promotional emails along with my account balance. When I did try this I would try and check my email, wait a couple minutes and try again. Sometimes I would try a different browser submit request for password, wait, and check email. This has gone on for months whenever I felt motivated for some unimportant fun.

On October 21st 2010, I tried again and did not receive the password recovery email yet again. This time I decided to contact support.

I stated

” I am not able to login or recover my password. I do recieve promotional emails with my current balance, but have made multiple attempts to use the password reset feature and never recieve the email with the special link.  I have check my spam folder and tried multiple times. …”

Not long later I got an auto reply

“Thank you for contacting My Coke Rewards,

This is an automated response from the My Coke Rewards Consumer Care Team.  We received your message on 10/21/2010 6:33:56 AM.

We will provide a personal response shortly.  Messages are normally answered within 48 hours.  On occasion, due to increased volume or the need to research your inquiry, it may take slightly longer to send you a response.  Please be assured that we will contact you as soon as possible.

If you wish to provide us with further information, please include the Thread ID of 1-IYFRYD.  This will help us locate your original message

Sincerely,

My Coke Rewards Consumer Care Team”

The next time I hear from Coke I get a promotional email with my account balance on November 10th.

Finally I get a response on November 16th, which is not exactly 48 hours later, it stated

Jared,

Thank you for contacting MyCokeRewards.com. We’re happy to help.

I was able to successfully log into your account. Other consumers have been able to resolve similar issues using these suggestions:

You may try re-installing or updating your Adobe Flash Player. Visit Adobe’s website for additional support. Here is the link:

http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

If you experience difficulties with the download, please contact Adobe directly.

You also may try accepting the security certificate for our website. Visit https://secure.mycokerewards.com/ssldocs/login.do and accept the security certificate when prompted.

Finally, if you access the www.mycokerewards.com web site through a saved link in your Favorites Folder, then we suggest deleting the link and creating a new Favorite.

After these steps, try resetting your password again and let us know if you are successful.

Another helpful tip: If you encounter a “Java Script” Error, try refreshing the page.

I hope this helps.

If you have any other questions, feel free to contact us again.

Sincerely,

Alexandra

[THREAD ID: 1-J0BGAF]

Im thinking, why can she not send the password? I mean she basically said she has it. This isn’t exactly a banking institution, its a game! I have an impression of a small child telling me “I have a lolly pop with your name on it and you can’t have it!” Also the suggestions she offered made almost no logical sense.

I stated back..

Alexandra,

That does not help at all. I can not recover the password.

1) I have the latest Flash and have tried on multiple browsers and computers (all with the latest Flash).

2) The link you provide does not work (404 Error) https://secure.mycokerewards.com/ssldocs/login.do
Error 404: Error reported: 404

3) I do not have mycokerewards saved in my favorites

4) You stated ” I was able to successfully log into your account. “. That is well and good, so that must mean you have the password. I do not have it therefore I can not.

Please pass this ticket to someone else.

Thank you

Jared Farnum

Finally Alexandra gave a somewhat logical – but still not very good answer since I am pretty familiar with the hosting (ehem shoutout to DomainDad.com).

Jared,

Thanks for contacting us again. We’re happy to help.

We regret any frustration. For security purposes, we are unable to provide you with a password. Please try resetting your password again and wait an hour to receive the e-mail. If you do not receive it in your inbox, please check your spam/junk mail folder. If you still do not receive it, please contact your e-mail provider to make sure e-mails from mycokerewards@mycokerewards.com aren’t being blocked.

We hope this is helpful.

If you have any other questions, feel free to contact us again.

Sincerely,

Alexandra

[THREAD ID:1-J0BGAF]

I have not replied yet, but am tempted to reply with

“Nope that does not help.

By the way, today I bought a Pepsi. ”

Jared Farnum