Posted on Wed 03/08/06 in My So Called Blog
Below is the disappointing response I received from a bank with regard to whether they plan on offering a service, followed by the original message I sent customer service. How generic can you get?!?!? She took a template and filled in a couple words and maybe a sentence.
I’m afraid I’ll be taking my business elsewhere.
Response to My Message Follows:
Date: 2/7/2006
To: YOUR NAME
From: response@wamu.com
Subject: Re: Other Products and Services
RE: Other Products and Services
Dear Your Name:
I’m sorry to hear you’ve been having problems with our Online Banking Service.
I appreciate you taking the time to share your feedback with us and apologize if our Web site has inconvenienced you. We are continuously working to improve your experience on wamu.com, so I have forwarded your comments on appropriately.
Unfortunately, information regarding a future usage of Quicken Direct Connect is unavailable. I apologize for any inconvenience this may cause you.
There are many choices in banking today, and Washington Mutual is glad to have you as a customer. Since we strive to provide premier customer service during every interaction, we believe acting on your feedback is critical to our success. I hope you find your future interactions with us, whether by phone, via email, in person, or at an ATM, reflect that commitment to service.
If there’s anything else, you may call us toll-free at 800.788.7000,
send us an email by visiting wamu.com, or visit a Washington Mutual financial center. To find the financial center nearest you, please go to wamu.com and select “Find a Location.”
To call us while outside of the United States, call us at 800.540.9268.1 using your country’s calling code. The additional “1” is necessary when dialing the international telephone number. You may also contact an operator and ask to make a collect call to us at 818.775.6420.
If you call, you may be asked for your confirmation number, which is K3249872349875
Sincerely,
Sara
Washington Mutual Customer Service
Free Personal Bill Pay™ – Free, fast and secure. What could be
better? Visit wamu.com to sign up today.
(This reply may include a copy of the original message. The original
message should not be attributed to Washington Mutual.)
“All trademarks are owned by, and used for the benefit of, their
respective companies.”
“VISA is a registered trademark owned by Visa International.”
“MASTERCARD is a registered trademark owned by MasterCard International
Incorporated.”
“WAMOOLA FOR SCHOOLS is a registered trademark of Washington Mutual,
Inc.”
“EQUIFAX is a registered trademark of Equifax, Inc.”
“EXPERIAN is a registered trademark of Experian, Inc.”
“TRANSUNION is a registered trademark of TransUnion, LLC.”
“ID THEFT INSPECT is a registered trademark of Washington Mutual, Inc.”
“PULSE is a registered trademark of PULSE EFT Association.”
All trademarks are owned by and used for the benefit of the respective
companies.
FDIC Insured
Equal Housing Lender
Equal Opportunity Employer
Original Message Follows:
Secure Message
subject: Other Products and Services
firstName: YOUR
lastName: NAME
emailAddress: tosecret@foryou.com
transactionDate: 2/6/2006
comments: I use Quicken to manage my personal and financial accounts. With the exception of my WASHINGTON MUTUAL checking and savings accounts, all of my charge card accounts, investment accounts, and my business checking account (at another bank) are supported by QUICKEN DIRECT CONNECT. WAMU only offers Web Connect, for which I have to log in my online account and pass through another screen to download new
transactions.
Two competitors of yours in my area, Wachovia and Bank of America, offer this service. I would like to remain a Washington Mutual customer, but I want the convenience of QUICKEN DIRECT CONNECT.
I would like to know if this service is being considered. If it has, I
would like to know an estimated date for this service to become
available. If you would like any clarification, feel free to contact me at 555-555-5555 (daytime), 555-555-5555 (cellphone).
I am looking forward to hearing from you with a concerned response.
Truly,
Lee Ving Yu
I was the 16 year-old peon responsible for writing those generic responses to irate customers ALL DAY LONG when I was an intern at Alamo Rent a Car’s Corporate Headquarters. I pushed F2, F3, F4, etc. based on how we ruined their vacation and inserted a coupon with a percentage off their next rental based on his or her level of disgust with our service. I had to sign these letters using the name “Carol Reed,” which really stood for Customer Response. When the customer called the response center even more pissed off about my terrible letter and measly coupon enclosed (of course they never wanted to use it because Alamo ruined their vacation in the first place), they always asked to speak to a Carol Reed and we always had good chuckle in our cubicles. Makes me wonder if an acronym for SARA exists…any guesses?
I’m leaving.
I think Sara is codeword for “Sucka!”
WAMU is for people with bad credit,no drivers licensce, and non us citizens unless you fall under any of those categories you should do your banking there
What if my driver’s licence is suspended? Is that considered “no drivers licence?”
sure
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