The site was still down. I couldn't even email customer support.
I scrolled through the site and found the name of a guy, "Jeff Wagner" who was listed as a contact point (I had contacted him previously about another issue which he resolved.)
No sooner than I had opened my email to send Jeff a note did I see a comment on my Blog posted by none other than...Jeff Wagner.
I thought..."there is no way that there is some random guy named Jeff Wagner reading my blog."
Sure enough, the NetBank guy is obviously trolling the blogosphere (Technorati, Jeff?) and reading/responding to blogger comments like mine. Here's what he wrote:
Jeremy: I appreciate the evaluation you have provided on NetBank's new
authentication layer. I would like to take the opportunity to address your
questions and concerns and maybe add some clarity to your 1st impressions (i.e.
you won't have to answer additional question each time you log in, thankfully).
Perhaps you could contact me via email offline? I can be reached at jwagner AT
netbank.com. I look forward to hearing from you. Jeff Wagner Director, Customer
Care NetBank, Inc.
I was impressed. It is this type of customer service that has made me appreciate NetBank.
I'll let you know how this is resolved (still can't pay my Bill), but it's a good sign of responsiveness and pro-active as well (because I was going to send him the link to the post).
This is customer service in the Blog/net era. (and the 2nd time something like this has happened-hint: see the comment)
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1 comments:
Hey! At least you have a real person to talk to about your issue.
Starting December 18, I get maximum login attempts exceeded any time I try to login to NetBank after a period of 4 or more hours. I've got NetBank on speed dial so that I can reset my password and go on about my financial business.
What's annoying is that the majority of customer service agents (e.g. Anna) are so scripted that they can't answer basic questions. I did find out today that a problem ticket wasn't entered until December 20, two days after I started calling them. The bank mail is even more laughable -- Have a nice day! You're important to us.
So, I'm on day 10 with their new enhanced security, i.e. call in if you want to log in.
NetBank ought to take a lesson from ING. They actually help.
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