I don't know if you have noticed this. Possibly it is just me? But I have noticed that customer service has gotten poorer and poorer over the years. Quite a few experiences I have had over the past couple of months - one significant and a few not so significant - have really made me go Hmmmm.
One of the non significant experience(s) was with women's retail fashion stores. I was looking for some clothes for me. I went into probably about 5 shops and only 2 of the shops actually asked me if they could assist me. The most lax was one shop, which was an "older" ladies shop (of which I may be a little young to be shopping there but some of their models in their photos are my age). I actually tried on clothes but none of the two customer service officers asked if they could assist/if I wanted to purchase/gave me any acknowledgement at all (except look me up and down - I was in my work uniform).
I tried on the clothes and then actually went online and bought them at 40% off as they were having an online sale and free delivery (unbeknown to me at the time). The other two shops were "younger" girl shops and the 10 year olds serving there wouldn't have even noticed me over the blaring music! LOL
I have to say, I was really surprised at the older woman's retailer. Their staff were plain uninterested and too busy discussing their social lives or whatever. Not good for the company really.
The significant experience was, well, significant, quite disturbing and a little upsetting at the time.
I have been with ANZ bank for 20 years. I have had both home loans with them and was overall quite happy with them. We had decided that we wanted to possibly do an extension on our home, but I wanted to know how much money they would lend us - given that I am now working part time on a much reduced salary that I had previously and Greg's has remained much the same.
I admit that I hadn't done any research at all. I thought that asking for approximately $250K would be a shoe in. We virtually own our home basically we own 85% of the place, have never missed or been late with a payment and have NIL other debt.
I made an appointment with the "home loan specialist", who was there, but apparently wasn't available to see me when I turned up for the appointment (I don't think they knew of the appt). I sat with another customers service rep, who after processing it all said the MAXIMUM they could lend me was $50K, but I would have to apply and no promises. I made her check it twice (with the home loan specialist who couldn't see me personally) and that was the deal. She refused to write it on a piece of paper when I asked her "because it is not guaranteed".
ME: Gobsmacked.
I said but I am VERY careful with money, I have never had a bad debt in my life, we both work in secure employment on not bad money, we have no debt except the house and we virtually own it. You would get your money back if I didn't pay. And on it went..............................
IDIOTS: NUP - $50K (maybe). Remember I went in asking for $250K - that made me feel like a bit of a dick really. I mean seriously - $250 VS $50 (no promises that I would ACTUALLY be approved for that much though - they were VERY clear about that)
ME: "But you can't even buy a car for that much money........................"???????????!!!!!!!!!!! - (well, you can, but I was trying to make a point)
So, I went home and went on their calculator. It said they would lend me about $700K. I went on other banks calculators - all said about $700K. I think someone stuffed up the figures and the "home loan specialist" who couldn't give a fuck, didn't pick it up............ because he basically didn't give a fuck.
Long story short we are now with another provider (CUA), with a better interest rate, a better system and BETTER CUSTOMER SERVICE!!!!!!!! (and it's not a bank, nor one of the big 4)
BTW CUA offered us about $700K too. We have put our extension on hold for the moment (that is ANOTHER poor customer service story for another day) but we happily moved our mortgage over to them. I went in there the other day and the lady actually remembered my name!!!!!
Amazeballs.
I didn't complain. I just took my business elsewhere. When closing my bank accounts the lady did ask why and I told her in a nice way. She said I probably got a better deal with CUA (yes I did). She and no one else from ANZ cared that I left them after 20 years. As for the clothes - I got them for such a good price online that I was happy. The shop lost a sale and the online shop got one. To be honest, I don't really think companies care that much about complaints - especially the big ones.
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