FAQ: site down 13-14 October

Frequently Asked Questions – ‘Coke Zone’ Site Down

What was the issue with Coke Zone?

‘Coke Zone’ developed a fault whilst undergoing routine maintenance on Tuesday 13th October 2009. As a result, a limited number of out of stock rewards were incorrectly listed as being available to claim. As soon as we discovered this issue, the site was temporarily closed down. Currently ‘Coke Zone’ is live again but with limited functionality. This means you won’t be able to claim certain reward items until this issue is fully rectified.

I have entered my points and claimed one of these rewards you say is out of stock. Will I still get my reward?

If you ordered the “Solar Keychain” – which was incorrectly presented on the site at a price of 0 points during the disruption, then we’re really sorry but we will be unable to fulfil your reward, so your order will be cancelled. However as a goodwill gesture your account will be credited with 20 points. But if you ordered any correctly priced item (anything other than the “Solar Keychain” reward), and points have been debited from your account then we will honour those orders.

Will I get exactly what I ordered?

Other than the “Solar Keychain” we will endeavour to fulfil your reward exactly as it was described. Unfortunately some of the items that were available and claimed are no longer actually possible for us to buy. If that’s the case with your reward then we will find a similar reward of equal or greater value as stated in our Terms and we’ll email you to give you the option to decline the alternative and have your points refunded.

I ordered the “Solar Keychain” reward. Why won’t I get my reward?

The “Solar Keychain” was presented on the site with a pricing error which made this reward show at “0” points. This kind of technical error is outside our control and falls under the ‘LIMITATIONS OF LIABILITY’ section in our terms and conditions so, we are unable to honour the reward. However, although no points have been debited from your account, we do appreciate that this may be disappointing, and we are therefore going to credit your account with 20 points over the next 5 working days as a goodwill gesture

Will I get my reward straight away?

As we said, none of the items ordered during the disruption are currently in stock, so it will take a bit longer than usual for us to buy and send out these rewards, but we’ll get everything out to you as soon as it arrives at our mailing house, and if it’s going to take longer than our stated 28 days we’ll let you know by email. If your reward is no longer available for us to buy then we’ll confirm our proposed alternative by email, and give you the option of a points refund. If you agree the replacement item then we will purchase it and have it sent out to you as soon as possible. If this is the case then it may take us a few weeks longer than usual to get you your chosen reward, but we’ll get it to you as soon as we can – and we’ll keep you updated by email.

I ordered the “Solar Keychain” reward. How will my 20 points be credited?

We have records of all orders that have been affected by this technical issue. We will work through this list and your accounts will automatically be credited in the next 5 working days.

Can I still enter my codes onto Coke Zone?

Yes, you can continue to enter codes as usual. Your points will not be affected, and points will only have been debited if you claimed one of the Points rewards

Will the disruption have affected my Account?

Absolutely not! The rewards database and the one that holds you account details are completely separate, and there was no disruption to the account database at all. If you ordered a points reward during the disruption then the point value of the reward will have been debited from your account but there will be no other change. Your personal data is always our utmost priority and was never at risk during this disruption.

I entered some codes via SMS while the site was down. Will these be processed as usual?

If you have recently entered any codes via SMS your points are still processing. We will send you your confirmation text back as soon as it’s gone through. There may be a small back log whilst the ‘Coke Zone’ systems failure is rectified, but all of your points will be credited.

I’m on the site now and I can see some available rewards, can I claim them?

Yes, Digital and mobile rewards are not affected and you can continue to claim them as usual.

Have the prize draws entered on the Coke Zone website been affected?

No. Prize draws are not affected and are now back up and working normally. You can continue to enter prize draws as usual.

I entered the ‘Coke Zero’ World Cup Tickets, will my entry be counted?

Yes. All entries received before the Closing Date of midnight on 30.11.09 will be included in the final Bonus Draw. Entries made by SMS whilst the site was offline may still be being processed. We will send you your confirmation text back as soon as it’s gone through. There may be a small back log whilst the ‘Coke Zone’ systems catch up, but all of your entries will be included in the Bonus Draw.

Have any other prize draws entered on Coke Zone WAP site been affected?

This week’s Tesco weekly World Cup prize draw closed at midnight on 13th October 2009. If you entered a code on 13th October via SMS during the time Coke Zone was down, you will be entered into the following week’s draw. All other prize draws entered via WAP will continue to be processed as normal.

I was unable to enter a prize draw because the site was down. Can I still enter the prize draw for the day I missed?

Unfortunately not, but you can still enter all of the draws going forward. All entries for Prize Draws made on Tuesday 13th October before the site was taken down will have been entered into the draws for that day, and all entries after the site went back up again on Wednesday 14th will have been entered into that day’s draws. The Prize Draws are now all working as normal, and going forward, all entries will go into the draw for the day on which they are made.

Will the prize draws be extended as a result of Coke Zone being temporarily closed down?

Sorry no, we have loads of great stuff coming up on ‘Coke Zone’ so we can’t extend any of our current prize draws past their stated Closing Date.

I have a question you haven’t covered here? What can I do?

We’ve tried to cover everything we can think of here, but we will try to answer any additional queries that you have if we can. Either post your question on our blog and Liz will pick up any group issues, or contact our Customer Support Team