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From: "James Collett"
Sent: 01 April 2014 09:31
To: "ngkids@servicehelpline.co.uk"
Subject: National Geographic Kids - Subscriber Number: NGKD****42

Sirs,

You invited me to renew my subscription of National Geographic Kids
magazine for my children. I should like to do that.

The first option offered was to visit
https://natgeokid.subscribeonline.co.uk and click 'renew'.

This took me to a page which includes a section titled "Log in to your
subscription account". There is also a section titled "Create an
account". I
figured that since I have a subscription, I ought to have a Subscription
Account so that might be the section to go through. It asks me: "Enter
your Username." I am not sure what a Username is in this context. I have a
Subscriber Number, which is NGKD****42.

Confusingly, there is a hint section at the bottom labelled, "Where can
I find my account number?" Account Number? It's not asking me for an
Account
Number; it's asking for a Username. But I have just a Subscriber Number.

It also asks me for a Password. I am fairly certain that I do not have
one of these, but just maybe I do and I have mislaid or forgotten it. But
there is no link to help me recover or reset my password, which has been a
ubiquitous feature of membership websites for about ten years.

Finally, and thankfully, there is an email address offered
(ngkids@servicehelpline.co.uk), for me to use to request my Account
Number. Well, if that is what I need, perhaps you can advise me of it. I am sure
you can look it up given my Subscriber Number. But could you also please
advise me of my Username and my Password, if indeed I have these.

Like I said, I should like to renew my subscription - the offer at £25
for a year is very good. But I have just used up about the same amount of time
as it takes me to earn that much just trying to achieve this goal, failing
and relating my experience to you. I hope that was not time wated and that
you can offer assistance. Maybe also you might get someone to review the
online user experience for this function, because it clearly sucks.

Many thanks,

-James Collett.

From: ngkids@servicehelpline.co.uk
Sent: Wednesday, April 02, 2014 9:54 AM
To: "James Collett"
Subject: RE: National Geographic Kids - Subscriber Number: NGKD****42 - Case Ref:3359095

Dear Mr Collett,

Thank you for your email regarding National Geographic Kids magazine.

I can confirm I have now activated the account online for you. Your login details are provided below:



Username: jcollett

Password: ****** [deleted]


I trust this information is of use to you and if I can be of any further assistance please contact me.

Kind Regards

Chloe Richards

Email Response Team
National Geographic Kids Magazine
T: +44 (0) 844 322 1213
F: +44 (0) 1795 414555
www.ngkids.co.uk

From: "James Collett"
Sent: Friday, April 04, 2014 9:35 AM
To: ngkids@servicehelpline.co.uk
Subject: RE: National Geographic Kids - Subscriber Number: NGKD****42 - Case Ref:3359095

Chloe,

Thanks for your fairly swift response.

Unfortunately the login credentials that you have supplied below do not work. When I attempt a login I get a message that reads:-

"We have not found a match to the details you have provided, please try again."

Did you check that they work?

Thanks,

-James Collett.