Barclaycard and Orange are to kill off their Quick Tap contactless mobile payment service at the end of next month.
As a consumer and attempted user of this I'm not surprised. I tried and failed to sign up multiple times and it illustrated to me just how critical the consumer experience is even if the technology works.
Four times I called Orange, each time I was promised a new SIM (although each time the CS agent seemed to have no idea what I was talking about). I even got through to one of the project team on one occasion. Twice I was sent SIMs that didn't allow the wallet
to be added and twice nothing arrived. I gave up.
A perfect illustration of a bank and MNO failing to resolve the challenge of SIM distribution, customer service training and customer satisfaction. If I as an enthusiast couldn't get the service, I wonder how many did?
The new Orange service requires a device PIN on every transaction and doesn't control the screen timeout so I'm often required to re-PIN just as I reach the POS. After a few painful experiences I've stopped using it.
Fortunately the banks I've worked with are acutely aware of the need for a smooth customer experience, so hopefully the industry will get there soon..
The above comment sounds very similar to my experience as an early adopter of EE Cash on Tap (which I am sure is rhyming slang for something).
I purchased a SIM-free Samsung S4 handset, went through 2 SIM’s, downloaded and re-downloaded the app. Seemed to accept the provisioning request – then failed with no obvious reason. Phoned EE only to be told it wouldn’t work on SIM-free handset – only
on their contract (kneecapped/bloatbuild) handsets.
As a consumer experience it failed at every stage – I don’t believe it has gotten any better…
Roll on 9th September…
Martin, I persevered and managed to get my Quick Tap set up, but that was just the start of the frustration.
Then came the lottery of actually trying to pay. I have made a couple of successful payments, but sadly out of many failed attempts.
Even in the same shop at the same POS on subsequent days - the first worked, the second did not.
Thankfully I can now get my prepaid funds back without any further desparate and hopeless attempts.
I hope this experience does not dent my enthusiasm to be an "early adopter" !
From France , I had the same experiences. I tried several times NFC and wallets , sometimes with success , many times it failed.
When it failed , frustration comes from bad support , many times I discovered that I was one of the first customers to claim.
Without immediate and efficient support and without marketing , the most promising innovations will not succeed.
Promising initiative to follow is MCX , coming from large merchants association in the United States .
And also virtual currencies as Bitcoin , with wallets very easy to use and very efficient. It's another debate.
Cost and complexity are the biggest problems the consumer needs help to solve. Einstein said not to expect different results if you carry on doing the same thing.
CompetitiveNew York City, NY (USA)
© Finextra Research 2014