So, Now “it’s even easier to manage your 3 account.” Except it’s not.
So, my credit card’s about to expire. There’s quite a few organisations in this world who really have no idea whatsoever about customer service. About how to help make the experience of the customer one that is pleasant, almost enjoyable. About meeting the needs and expectations of the customer.
Let’s face it: if an organisation has no customers, then they will be out of business. It’s very simple.
And if they’re able to make things easy for their customers when the time comes for customers to interact with the business, then surely the customer will be impressed? will be able to perform the tasks that are needed to be done.
And will come away with some sort of a feeling that they managed to do something.
Sadly, not too many organisations seem to get this concept. Yesterday I noted that the RTA’s website seems to be setup for the convenience of the RTA, rather than that of their customers. Of course, the RTA is a government entity, and really doesn’t seem to give a stuff about its customers.
So, let’s move on to the telco Three, part of the VHA group. A couple of years ago, I had an issue with them when my credit card needed updating. Rather than sending me a message to remind me, they tried to debit the then expired account. When that transaction failed (surprise, surprise) they then suspended the account, and charged me for the dishonour. I had words with them at that time about their procedures, and their failure to notify clients of the pending lapse of the credit card account, and suggested to them that better communication with their clients about this needed to be implemented.
After all, they are in the business of communications, aren’t they?
I’m pleased to see that they’ve taken my suggestion on board, and today I received a text message letting me know that my card is about to expire. So that’s a good thing that they’ve done.
But I was already aware of the fact that my credit card is expiring, and a couple of days ago I actually tried to update my credit card on record with them,, but with no success. Their system totally fails to provide any means of access to my credit card record on file. Not at all.
And following the receipt of this most recent text message, I tried again.
Nope; no such access.
Their website boasts:
“Welcome to the new and improved My 3!
With a fresh new look and loads of useful tools, My 3 online has never been better. There are simple graphs to track your spend, improved navigation plus all your old favourites, so it’s even easier to manage your 3 account.”
“Improved”? I’m not so sure.
“Never been better”? No, that’s not what I’m seeing.
“Improved navigation plus all your old favourites”? Er, no. They’ve gone. Disappeared. Never to be seen again, I suspect.
I’ve asked for support.
Their support people seem to want to call me back.
But just the once only.
First thing in the morning, Mumbai (I guess) time.
But they never call back, and their calls are rarely at a time that’s convenient for me. Which is why I never seem to have any sort of a conversation with their support people.
At this stage, I’ve tried, for no less than an hour in total, over several days, to try to have my credit card details updated on their system, but with no success.
I pass: the ball is now very firmly in their court; I’ve run out of patience!Posted in: Grumpy Old Man Gripes, Latest