The author experienced a difficulty with a credit card a month or two ago. So she called the company, and it said it would file an inquiry. A couple of weeks later, she got a letter from some outfit called Comenity informing her that it was investigating the matter and would get back to her in writing. After a certain amount of pawing through records, the customer rep informed her that Comenity had found against her. No explanation and nothing in writing as promised. So if you have any outsourced features, you ought to have rigorous quality control inspections in place to make sure you can re-create and understand the impact on customer experiences.
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