HSBC was proactive and instantly posted the news of the technical glitch on twitter to broadcast it to all its customers, but could not control their rage and poor experience of using the banks ATM’s and or credit and debit cards.
The customers spoke out feeling helpless, by saying HSBC should have informed its users in advance of the error in the system sooner than they did.
“Our apologies for any inconvenience you may have experienced,” HSBC said in a post. “We would like to inform you that the issue has been resolved.”
By then however the customers were angry and had begun to post comments and feedback on social media websites expressing their discontentment with the service. A customer tweeted on twitter saying “Dear @HSBC_UAE_Help, next time the national network is down, would be nice to be informed by mail or sms, 2nd time in 2w, super annoying.”
This led the bank to inspect on the loss businesses and the bank had faced while customer’s retail spending restricted while the cards weren’t working. However collected information showed that too much damage hadn’t been done and the error lasted about an hour.
“We knew there was a problem because some customers mentioned the inconvenience,” said Collette Shannon, a spokeswoman at the supermarket chain, Spinney’s. But she said it was “not a major issue”.
In the world of social media and the ability of people connecting instantly online, should motivate companies to instantly inform customers of errors and problems that they can face while using the service, and instant solutions for customers while they wait for errors to be resolved and business functions to operate smoothly.
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