On-line business is in serious trouble. The computer-human
interface is broken and is getting worse. Businesses executives use webs sites
in the interest of saving money at the expense of good customer relations. The
bottom line MBA’s will have to start realizing people hate talking to
computers. It is hurting their business. Time Warner, AT&T, Western Unions,
insurance companies, government offices, banks, etc are nightmares. If I call a
number and get a computer answers, I hang up and look for another way to do
business. Unfortunately, there is no other way for some businesses, for example,
those I just listed. My most recent experience was with Western Union; there is
no other way.
With that in mind, I have received a request from Western
Union (WU) to take a survey dealing with my recent inter action with that company.
The inducement to take the survey tells me that they will analyze my responses
and act accordingly—in other words, my responses will count. My experience with
WU has so bad that it indicates the company could not possibly be responding to
client complaints because if they did they would have fixed the multiple but simple
problems I experienced with their web site. They cover their non-response by saying
they will not respond individually to complaints.
Western Union is essentially a monopoly and is a great
business modal. They allow people like me to send actual cash money around the country
and the world—a needed service.
Let me explain my problem with them: several months ago, over
the years, I had the need to send a significant but not large sum of money to
Belize Central America. They presented me with two options; I could do this on-line
or I could go to a WU agent. I chose on line where the web site presented me
with two options; I could pay by debit card or I could have the money drawn out
of my bank. If I paid by debit card the receiver could pick up the money immediately,
however, if I paid by bank withdrawal the receiver would have to wait for three
day. In the process of filling out the online forms, the web page indicated the
service fee for sending the money would be $8.00; however, by bank withdrawal it
would be much higher. I selected bank withdrawal. The on-line form requested
wire transfer numbers and bank account numbers without explaining that I had to
have an online banking arranged with the bank. WU refused my request because the
bank would not honor my withdrawal request. I had to go to the bank and set up
online banking; therefore, I chose debit card and paid the high fee.
The yesterday’s experience was different only because I had
setup online banking and chose to pay by bank withdrawal because of the lower fee.
The first problem is that I had moved so a change of address was needed on my
WU account. I could not complete the request. I called customer support (a nightmare
finding the number and another nightmare dealing with the computer menu) and after
about two hours trying, I was told how to go back to the original web site and
select certain tabs to change the address. With their help, it worked like
clockwork. I went back to the bank withdrawal online form and continued; however,
the program would not allow me to continue. After an hour or so of finding the
number and calling the WU representative, I was told that I had to uncheck the “save
data” box because the data had already been saved. After several hours, I completed
the transaction. I relieved an e-mail from WU telling me they honored my request
and giving me a tracking number. After a short time, I received another e-mail
telling my WU rejected my request without explanation. There was not way to
find out why. I went through the telephone “nightmare” again. This time the WU representative
told me I had to go to a WU “office” to setup bank withdrawals the first time.
WU told me the phone calls were recorded so are a matter of record.
I went to three WU agents and they told me I could pay by
debit card or cash; it was impossible for them to set up a bank withdrawal. The
third one said I had to go to a ‘WU Office” not an agent. Another phone call to
WU and was again given the addresses of “agents”, which of course was a dead-end.
Out of frustration, I called the bank to see if WU had even attempted
to withdraw money from my account. The bank clerk told me the amount I was
sending was too much so they had to put a release on my account to allow the
withdrawal; that was the problem. I went on line and re-did all the previous steps
and shortly thereafter, I received a message from WU, the money was available
in Belize for the receiver to pick up—after two days of utter frustration.
Dealing with WU was the most difficult online transaction I
have ever had. I will fill in their silly little survey knowing it will do not
good. It is just another attempt to make
people think they really will try to correct their web site.
URL: firetreepub.blogspot.com
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