'"I've had terrible service, why do you still recommend those b*****ds?"'

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  • irrelevantirrelevant Forumite
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    I'm looking to change bank.. partly because I have had poor service off mine. But the review sites are full of people's bad experiences with theirs. The money side isn't too important - the interest on a current account is negligible for the most part - I'm more interested in how they treat me, but I don't really want to jump from frying pan to fire, and it's impossible to find an answer. Worst thing is, I know this lot won't even care if I take my business elsewhere: the banks know we need them, so they have no incentive to behave better towards their customers.
  • jetfighterjetfighter Forumite
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    irrelevant wrote: »
    I'm looking to change bank.. partly because I have had poor service off mine. But the review sites are full of people's bad experiences with theirs. The money side isn't too important - the interest on a current account is negligible for the most part - I'm more interested in how they treat me, but I don't really want to jump from frying pan to fire, and it's impossible to find an answer. Worst thing is, I know this lot won't even care if I take my business elsewhere: the banks know we need them, so they have no incentive to behave better towards their customers.

    I'm no expert but I've had fantastic service from First Direct and The Cooperative. If it's good service you're looking for, personally I would recommend those companies. I haven't had any major issues with Santander (my current bank) but equally nothing special either.

    As a bonus, First Direct also offer new customers (taking up their "1st Account") a £100 bonus if they pay in £1,500 per month for three months. At the time I had the account, you got another £100 if you left. (Despite them being a good bank, I am a bit of a current account tart and moved to Santander to get the £100 to leave, then the £100 to join Santander!)

    But even without this bonus, I personally would still recommend them, especially to someone who is just bothered about good customer service.
  • JuicyJesusJuicyJesus Forumite
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    Another example: Some people seem to think that I don't have a mortgage or bills to pay and that I live on fresh air. So if my cash flow is running tight (especially in a Winter freeze) who do I clean for as a priority? The prompt payer? Or the one who I know won't pay me for at least another 3/4 months?
    To such a customer I can become one of those window cleaners "who only turns up when he feels like it".

    I'd be interested to know how many of the negative reviews of banks were due to the customer similarly incurring charges, running their account like crap, getting stuff bounced, being heavily in debt...

    I read a review of a bank once where the reviewer slated them because (in her exact words) the "unfeeling monster" of a CSR refused them an increase to their overdraft. I don't know about the background to that, but suffice to say if you're in the financial position where a person doing their job becomes an "unfeeling monster" for not extending any more lending to you, it's not a surprise that you get declined for things. But of course that was the bank's fault, and they were not bloody happy!

    That said some scores are obvious indicators of a large problem, or of the opposite. Santander get appalling scores because of their legendary service and internal issues (I imagine life as a Santander employee is just an endless string of "teething problems"...), whereas First Direct get brilliant scores because of their extreme dedication to making their customers happy at all costs. Most banks land in the middle for the reason you imply... for most people, the bank is just a bank and is therefore "good enough".
    urs sinserly,
    ~~joosy jeezus~~
  • mehermeher
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    depends on how you take what you read on board I suppose; I'd have thought most of it is to inform than to recommend but then some service providers could be better suited for, than others, for whole host of reasons that might be worth considering

    If I'm honest I wouldn't rely on any site that reflects the hysterionic responses from some consumers - would be cultish. Why should mse go by some responses, even if they were from a survey when their opinon or experience might not be of any significance to many others. That's something I like abou the site - thorougly devoted to making people money savvy and unburdening at least some of the average consumer's financial preoccupations. Everything else actualy comes along with it because we learn to analyse for ourselves and imo each site should be strictly tuned to and focused whatever it sets out to do and not assume other roles - if not, that would be when it starts losing monopoly of an area it is specialist in, to other sites.
    liked that :snow_grin and no, I did not :p google to check if there was one
  • ConsumeristConsumerist Forumite
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    Stryder wrote: »
    This website always tends to express a "money at all cost" attitude, which I do not feel is healthy.
    But it is objective. Personally, I would rather see the cold hard facts and then apply my own judgement before making a decision.

    I suppose it may also depend on whether you understand the matter being judged. I recently had some double-glazing installed but really hadn't a clue about the issues involved. I found that other people's subjective judgement was really quite helpful until I had a grip on the issues involved. I concluded that, in the end, it was all down to the quality of the installers because the best quality materials badly installed was worse than inferior quality materials well installed.
    >:)Warning: In the kingdom of the blind, the one-eyed man is king.
  • MSE_MartinMSE_Martin MoneySaving Expert
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    bentk wrote: »
    I signed up for a Talk Talk package as recommended on your site. Part of the offer was a £60 TESCO voucher. signed up on 31/08 to date (16/11) still haven't received it. When I contacted talk talk they said deal doesn't come from them. Uswitch who I had to go through to sign up for the deal are also useless. Sick of chasing it now but don't want to just give up and let them get away with it. Can I cancel the contract with talk talk (its a 12 month contract) seeing as they haven't kept their side of the deal. Any ideas where to go now, seeing as you recommended the deal!!!

    If thats the deal Im thinking of, I think it was within the last couple of weeks. These vouchers are paid once confirmation goes to the switching site that its all up and processed and normally I wouldn't expect them quite so quickly. If it doesn't come within the next couple of weeks pls email [email protected] and we'll do our best to try and intervene for you.

    Martin
    Martin Lewis, Money Saving Expert.
    Please note, answers don't constitute financial advice, it is based on generalised journalistic research. Always ensure any decision is made with regards to your own individual circumstance.
    Don't miss out on urgent MoneySaving, get my weekly e-mail at www.moneysavingexpert.com/tips.
    Debt-Free Wannabee Official Nerd Club: (Honorary) Members number 000
  • edited 19 January 2012 at 2:21PM
    mat900ftmat900ft Forumite
    2 Posts
    edited 19 January 2012 at 2:21PM
    I would agree that this was probably not the most eloquent way of putting your point across however having dealt with talk talk for 3 months after going for the £60 tesco voucher advertised on this site, I can certainly understand the frustration.

    I worked in a complaint department for a large insurance company for 10 years and at least a few times a week I would have to deal with someone on the scale of pretty unreasonable to bat ***t crazy

    To those sticking up for large companies though, I would say that when I pay for a service, I shouldn't be expected to praise that company from the rooftops because they answered the phone within 5 seconds and dealt with my query efficiently and with a friendly manner, or basically did what they get paid to do. That is what most customers quite rightly expect. I certainly will express my views if things go wrong however.

    The company I worked for were obbsessed with the in my opinion incorrect assumption that the 99 customers that are happy with the service won't tell anyone, but the 1 person that is unhappy will shout it from the rooftops. They used to say this as though the world was so unfair! You can easily get sucked into this way of thinking forgetting that large companies are normally making millions of pounds for themselves and their shareholders. If I'm happy with a service or unhappy I will certainly share those opinions with friends / forums etc, but like most normal people I won't shout good or bad opinions from the roof tops and help topple or creat abundant wealth for companies.

    .
  • absolutely agree, if I'm getting terrible service from a specific rep I just hang up and call back, one man in a company cannot be responsible for the whole organization's image
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