Customer Service FAIL II – a reply to Sophia

Awhile back I posted about some issues I had with my investment firm and an attempt to get a specific question answered from another.  I received a phone call today from Scotiabank iTRADE and a comment on that very post. Here is my reply:

Sophia, now who is being the self indulgent twat?  Oddly enough your comment comes the very same day that Michael from iTrade called me to say that iTrade had made updates to their email system.  Coincidence?  I doubt it.

Here is a copy of my email, for your own edification:

Hello,

I was wondering if you could direct me to information on how fast trades can be made including purchasing mutual funds.

Thanks,
Dave

Their reply wasn’t automated or at least the signature on it (which I took out) seemed to indicate someone had read it. All they had to do was say, “You can find that information HERE” or “Yes, they happen the same day”.  Michael was able to answer my question without hesitation.  So why couldn’t their email?  or better yet why wasn’t that information easily found on the website.  The whole point of using online banking is because it is faster and easier.

As for your snotty comment about blowing them up, don’t be stupid.  I simply took my business elsewhere and they lost the opportunity to manage my retirement savings.  In fact, they wouldn’t even need to manage it.  I’m doing that, they just needed to process the transactions!

Companies should care about my ingenious ideas or any customer’s ideas.  For every person like me that is pissed off enough to post about it there are a hundred more who just silently go elsewhere.   It is the accumulation of people like me that made them a multi-national corporation worth billions of dollars.

Speaking of money, do you have any idea how much they spend trying to acquire new customers? Millions.  So if they cared enough to provide users with an easy to find “contact us”, they cared enough to have someone respond to my email and they cared enough to have someone look up my contact information from an old contact and call me to say they’d made improvements, they should care enough to make sure that the email is properly addressed and answers the users needs.

As for you, you may not like what I have to say, or how I choose to say it but there is no point in getting your panties in a twist over it.