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Wednesday, October 7th, 2009

Online Chat - Helpful?

Holly: Hi!! How are you today? How can I help you??

Me: I'm trying to determine if a savings account has a minimum requirement. Would you be able to give me that information?

Holly: Sure! Just a moment!! The minimum balance is $xx.xx with a $15 maintenance fee if it falls below this amount!!

Me: Mine doesn't have that amount in it and I'm not being charged a fee. Mine is a select account--is there a different?

Holly: Let me check!! Could I have the last four numbers of your account?

Me: xxxx

Holly: Just a moment!! (at this point I start getting a running play of my account balance and deductions and fees--none of which are showing on the statement online)

Me: Are we looking at the same account number? My statement is totally different.

Holly: Sorry--ignore all of that. We are having technical difficulties. Please give me a moment!!

Me: No problem--I will wait until your technical issues are resolved.

Holly: Thanks for your patience! Would you like to convert this account to a regular savings account?

Me: I'd like to find out the minimum first--do we have that information yet?

Holly: The minimum balance is $xx.xx with a $15 maintenance fee if it falls below this amount!!

Me: Again, I am not being charged fees with a lower amount in that account. Are we still talking about the same type of account?

Holly: Is there anything else I can help you with?

Me: Uh, no. I think I got all I want to know from this conversation. Thanks.

I had the strangest feeling that she was chatting with someone else and crossing chats. I can only imagine what the other chatter was reading.

Yikes! Wasn't so helpful, huh? Hope you got your questioned answered another way.
Merritt   Wednesday, October 7, 2009
I'm going to the bank and talk to a human. Usually these things work better. I think she had too much caffeine or something. All those exclamation points were hers--not mine. :)
LGrant   Wednesday, October 7, 2009
So what is the balance of your bank account? I read the whole conversation on the edge of my seating hoping to find out how much inheritance I should expect and, well nothing.
Denny Deaton   Wednesday, October 7, 2009
I'm leaving it all to Dylan. Be sure to be nice to her so she will support you. It's substantial so really be nice to her. :)
LGrant   Wednesday, October 7, 2009
Not a problem, I am her trustee.
Denny Deaton   Wednesday, October 7, 2009
I like it when you call a help desk and obviously get a Pakistani or a guy from India who answers the phone, "Hello, this is Johnny, how may I help you"
RickMonday   Wednesday, October 7, 2009
Rick, that reminds me of a movie I just checked out. Now, I can't remember the name. It was about an Indian woman who worked for a credit card company. They taught them American speech and culture to sound and act like they worked in this country when they didn't. Really made me think about who you talk to and where they really are. :)
LGrant   Wednesday, October 7, 2009
So unhelpful. Ugh. I've learned that there are certain times I can't call one particular bank because as far as I can tell all the stupid people work the lines then.
girlcarew   Wednesday, October 7, 2009
customer service as a whole is in bad shape anywhere!
Moore Crazies   Thursday, October 8, 2009
I couldn't agree with you more Moore crazies
Sara   Thursday, October 8, 2009
You would think it would be the opposite since businesses are struggling to stay afloat. Customer service is what keeps you going. Usually doesn't cost that much to you but in word-of-mouth recommendations, a significant impact on new business.

Speaking of that I have to give Duncraft a thumbs up for taking care of customers. I've always gotten Droll Yankee bird feeders because they are so good to send replacement parts for the life of the feeder--even when it is damaged by a squirrel. I'm sure the cost is very low for them--a plastic tube or base but it really makes a customer come back for such good care.

I mentioned in a blurb that a squirrel ate a couple of holes in my bird-feeder yesterday. I think he was pissed because I didn't leave any seed or nuts on the deck (hard to do at 5 AM in the dark). I wrote to Duncraft, they got the information about the model and where it is damaged and are sending me a replacement part at no charge. They are on my "good bird-feeder company" list too. Yes, their feeders and Droll Yankees are pricey but that kind of customer care makes it worth the difference.
LGrant   Thursday, October 8, 2009
Huh? I need an interpreter please.
Leslie   Friday, October 9, 2009
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