Shoeboxed is a financial resource online. I had the following conversation today. Sensitive info has been redacted because this forum is searchable online. Messages go from last received to first received, so start at the bottom and read up. Pondering my reply to the last message:

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from Sonny Byrd
sender-time Sent at 12:14 PM (GMT-05:00). Current time there: 1:10 PM. ✆
to Leslie Poston
date Wed, Feb 3, 2010 at 12:14 PM
subject Re: Shoeboxed Password Reset
hide details 12:14 PM (55 minutes ago)

Leslie,
I totally understand. But please note, your account is extremely secure. I did not reveal any identifying information about you or your account to the person that called in. As long as you are the only person who knows your password, the account is totally safe.

If anything, now that it's tax season, you should try out the mail-in product and get MORE receipts in your account, not less. Shoeboxed has never had a security breach since it's founding and security is absolutely our top priority. Otherwise we couldn't survive online. Try a 30 day free trial by upgrading in your Account and Settings if you're interested. Thanks!

Sonny Byrd
- Hide quoted text -


On Wed, Feb 3, 2010 at 12:11 PM, Leslie Poston wrote:
I was able to log back in, delete my information and records, and change my password, but I'm am left with a bad taste in my mouth after this. It is too strange. I'd ask to delete the account, but I think I'll keep it open for now and monitor it a while.

Leslie


On Wed, Feb 3, 2010 at 11:21 AM, Sonny Byrd wrote:
Okay. My apologies then! Best of luck sorting that out. If someone else calls impersonating you I will be sure to ignore the call.

Sonny Byrd

On Wed, Feb 3, 2010 at 11:17 AM, Leslie Poston wrote:
I did not call you last night. Someone was impersonating me.

Leslie Poston


On Wed, Feb 3, 2010 at 10:38 AM, Sonny Byrd wrote:
Hi Leslie,

We spoke on the phone last night for several minutes because you couldn't log into your Shoeboxed account. The problem was that you did not know your login information. Thus, I had to reset your password so that you can login to your account.

Your account is not being hacked, I'm the Director of Marketing for Shoeboxed. Thanks!

Sonny Byrd



On Wed, Feb 3, 2010 at 10:28 AM, Leslie Poston wrote:
I did not request a password reset. This means my account may be under a hack attempt.

Leslie Poston

On Wed, Feb 3, 2010 at 10:18 AM, Sonny Byrd wrote:
Leslie,

Your shoeboxed password is and your login email address is . Thanks!

--
Sonny Byrd
Head of Marketing

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ok, that is too funny. every I typed the word redacted in place of info, it was actually redacted leaving a blank word. It must be a command the way I entered it, lol.

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Wow. I would look up the president and contact them, forwarding the email and requesting a phone call. The Head of Marketing is a) not the person you want to be helpding people with account resets, it should be a security-type person and b) took your whole concern WAAAAAAAAAAAAAAAAAAAAAAAAY too casually and c) should know better (being in marketing) not to try to sell someone a product upgrade when it's obvious they're not happy with how they've been handled already.

No kidding - that sales pitch was so inappropriate, and the reply before that seemed almost mocking, as if he didn't believe I had not called him.

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I don't know anything about Shoebox, but based on this conversation alone I wouldn't want to do business with them. I would close my account.

"Best of luck sorting that out." Indeed. this is the MARKETING GUY????? who should know how to COMMUNICATE to people, especially CUSTOMERS?

To: Mr. Marketing Guy
CC: President
CC: Head of Security

Dear Mr. Marketing Guy:

Your casual and off-handed treatment of my concerns ("best of luck sorting that out") and your inappropriate attempt at upselling when I am trying to make you aware of my personal financial identity concerns have made me aware that a continued relationship with your company is not in my best interests. Please be aware that I will be keeping my account open for ____ more weeks in order to monitor the account; after that I will be canceling my account.

I'm glad to know that you have not had any successful hacking issues, and appreciate that you did not inappropriately give out my account information over the phone, however, your treatment of my issues makes me uncomfortable with continuing our professional relationship.

Sincerely,
L. Poston
Yadda Yadda



********

WHAT A MORON!

"Your account is not being hacked, I'm the Director of Marketing for Shoeboxed."
Second phrase = not even remotely relevant to the first phrase.

"Your car is not being stolen, I'm the mayor of Penn Station in Foursquare."

"You are not being mugged, I'm the master of my domain."

"Your house is not being broken into, I'm a little teapot short and stout."

I swear every time I read that exchange again I get more irked at Mr. I'm The Marketing Head Cheese.

MJ, your post made me laugh out loud for real.

Emeleel, your letter is SO MUCH MORE tactful than mine, I may crib it verbatim.

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OK, I decided this deserved to be aired out on my blog. I would LOVE IT if y'all would go post these comments there for all to see? http://uptownuncorked.com/2010/02/04/how...fferently/

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Sent this (cc'ing CEO and CFO, and thanks to Emeleel for the tact injection *grin*):

Dear Sonny:

Your casual and off-handed treatment of my concerns ("best of luck sorting that out") and your inappropriate attempt at upselling when I was trying to make you aware of my personal financial identity concerns have made me aware that a continued relationship with your company is not in my best interests. Please be aware that I will be keeping my account open for XX more weeks in order to monitor the account; after that I will be writing you and officially canceling my account (XX).

I'm glad to know that you have not had any successful hacking issues, and appreciate that you declare you did not inappropriately give out my account information over the phone to a total stranger pretending to be me, however, your treatment of my issues makes me uncomfortable with continuing our professional relationship.

Sincerely,

Leslie Poston

Got this almost immediately after sending:

Leslie,

I'm terribly sorry that our email exchange left you feeling this way. I apologize that I did not respond in a way that met your expectations. Security is Shoeboxed's (and my) top priority. When I realized that there wasn't a security breach on our end, I felt that my responsibilities had ended and that there was nothing that I could do to further assist you. If anything, I did not want to interfere with what clearly was an upsetting situation for you. Again, my apologies if this was not a suitable response.

Shoeboxed continues to be an extremely valuable and safe tool for small and medium-sized businesses all over, which is why I encourage everyone that I come into contact with to use it more, not less. Again, I apologize if my remarks were untimely or unprofessional in any way. If there is anything else that I can do to assist, please don't hesitate to let me know. Thanks for your time, and all the best.

Sonny

--
Sonny Byrd
Head of Marketing

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So do you note he STILL didn't get it?

I certainly do.

I didn't notice in the first post that his name is Sonny. Do you feel like 100 going, "now look here, Sonny.... " ?

He must be related to the CEO and/or CFO -- or he's put up nearly all the capital for this venture. Nothing else explains why this doof still has a job when so many competent people can't seem to find one.

OK, I decided this deserved to be aired out on my blog. I would LOVE IT if y'all would go post these comments there for all to see? http://uptownuncorked.com/2010/02/04/how...fferently/

Once I get a few comments from sane people, I'll post the second exchange in an update, and offer them t he chance to reply. Not that I think they will.

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Broken Link, oops

Here you go

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