Last Friday, Andy and I took some time out of out day to visit a customer who had emailed us with a problem he had using the Isle of Man Government’s Online Services. Now don’t get me wrong; I’m not part of a crack team that flies around the Island solving people’s problems, we have a helpdesk for that 😉 But it was a concerned user, who had some valuable feedback and we wanted to engage at a level that…
Image via Wikipedia I had an interesting experience with a local company recently. I bought some tickets online from the Steam Packet website, our local ferry company. Anyway, we’re off to Butlins, so booked a ticket to go over with the car, two adults and a child. Anyway; it turns out that after I booked the tickets I found out that Arthur is still classed as an infant not a child and I needn’t have bought a ticket for him….
What’s worse than a service that doesn’t work? How about a service that tries and fails? Well, I have an account with Cahoot and they offer a service whereby if you overdraw your account they will SMS or email you. Well, I overdrew my account this week on Tuesday, noticed when I checked my account on Wednesday and transferred some more funds in. What I wasn’t expecting was an SMS on THURSDAY telling me that my account was overdrawn. That’s…
I’ve had a couple of positive experiences this week, both of them dealing with different companies where I was given service right at the point where I initiated contact with the companies. One was a household insurance claim with Direct Line after my wife drowned her phone; the other was with our local telecoms provider Manx Telecom where I wanted to switch contract. And I have high praises to sing about both companies based on my customer experience. The reason…
photo credit: Andres Rueda Some time ago I blogged about a problem I was having with HSBC Malta centred around a communication breakdown. I had been trying to get a message through to them for months, and finally they sent me a letter saying they were cancelling my savings plan; which would have resulted in a substantial financial loss for me (savings plans tend to pay out if you stick with them; but cancelling out early means that the charges…
Image via Wikipedia I found an interesting message in my HSBC Malta online banking mail box this morning. Here’s what it said: We are pleased to advise that until further notice, all Term Deposits opened in EURO through Internet Banking will automatically benefit from a special bonus of 0.05% p.a. loading above prevailing interest rates. Their current interest rate on a Term Deposit is 2.00% p.a. which means that if I do this online I’ll get a 2.05% interest rate….