Wednesday, February 27, 2008

LifeLock Part Deux

I came across some interesting information about a lawsuit against LifeLock at Advertising Age. It caught my attention for several reasons. First, I am a LifeLock customer. Second, I wrote about a positive experience that I had with LifeLock at the end of January, 2008.

Overall, the lawsuit really comes down to Experian complaining about the integrity of LifeLock's fraud-alert system. An Experian spokesperson, Donald Girard, said, "They [fraud alerts] are intended to be used when [consumers] are fearful of becoming a victim of fraud, not as part of a service that puts your file in a perpetual state of alert. That's not the way fraud alerts were intended." Additionally, Girard says "Telling consumers that fraud alerts will make them immune from identity fraud is not only incorrect, but misleading."

Unfortunately, I disagree with several of Girard's comments. First, as a consumer, I feel much safer knowing my credit account has a block on it. I have worked for several credit card agencies and I can tell you that it is a nightmare to have to fix a problem on a credit report once it is on there. Second, I don't remember LifeLock ever saying that its fraud alerts make consumers immune from identity fraud. If that was the case, then why would LifeLock offer a $1 million service guarantee.

I am very much aware that LifeLock doesn't make me immune from identity fraud. However, it is more convenient. It's better than the alternative. I guess Experian wants me to go through its horrendous VRU (Voice Response Unit) every 90 days on my own to place a block on my credit report. Additionally, I'll have to call Trans Union and Equifax. However, that would be very absurd and time consuming in my opinion. Personally, I feel Experian has some alternative motives for bringing this lawsuit to fruition.

On another note though, I sent nice email to LifeLock's marketing department (marketing@lifelock.com) on January 29, 2008. The email read:
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To Whom It May Concern:

My name is Ronald Coyle. My wife and I recently signed up for LifeLock and we are glad we did. In fact, I wrote about LifeLock on my marketing blog, http://conceptsmarketing.blogspot.com/. You may read it by simply clicking on the link. Additionally, I provide some useful data regarding identity theft buzz trends and LifeLock discussion within the blogosphere. You may find the datat useful.

Feel free to send a return email or call me at 513-293-5963 if you have any questions or concerns about anything written on my blog or my experiences with LifeLock.

Ronald Coyle
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Unfortunately, I am sad to say that I haven't heard back from LifeLock. I was expectting some type of acknowledgement that my email was received. However, this wasn't the case. I called one of their representatives on February 27, 2008. And I must say that he was very professional. I gave him the URL to my blog along with some contact information. Hopefully, I will hear from LifeLock in the near future.

I think one thing that really irritates consumers online is companies that fail to respond. And by this, I mean companies failing to respond by communicating or failing to provide products and services which meet the needs of consumers. I thought that I offered a few valid suggestions in my previous post and I look forward to seeing how LifeLock feels about some of them.

Does anyone feel that I am out of context by wanting to get a response from LifeLock? Feel free to leave a comment about this. I am eager to see what everyone has to say.

The graph below highlights identity fraud trends in the Blogosphere. However, it does not show the amount of discussion on discussion forums or Usenet Groups.













Thanks for reading my blog!

2 comments:

David said...

LifeLock protect your identity and personal information for only $10 a month.....!

Anonymous said...

Could be the best topic that I have read ever!?!

Sincere regards
Casandra