Tuesday, September 14, 2010

Chase Responds

With all the ups and downs recently with the Chase website I prompted the company to come clean - was the downtime scheduled or unscheduled? This is the response I received:

I sincerely apologize for the inconvenience you are experiencing trying to access our website.

Please be informed that from time to time we need to perform maintenance on our website. Since this maintenance is planned it is termed as scheduled maintenance.

Further, since your concern will require a more thorough review of your account and will require additional questions to be answered, I am unable to assist you by e-mail. Please contact us at the number listed below so that we may assist you in resolving this issue. Representatives are available 24 hours a day, 7 days a week.

If you have any further questions, please reply using the Secure Message Center.

Thank You,

Pramila Fernandes
E-Mail Customer Service Representative

Bearing in mind that I also have e-mail from Chase that says:

I am writing in response to your inquiry about not being able to see your account information online.

Please be advised that we were experiencing technical difficulties with our website. Our technicians have corrected this issue and the website is now available online. If you still face any difficulties, please call our technical department on the number mentioned below.

Chase staff members appear to be rather conflicted. What confounds the imagination is that (a) Chase has to take their site down for hours at a time to preform "scheduled maintenance" and (b) why don't they tell customers ahead of time that the site will be down so they can plan accordingly? It's not like they have our money or anything important....oh, wait....

(I also love the fact that questions about site availability require a "more thorough review of my account" - I wish I made enough money such that my billions could cause them problems. Sadly not.)

1 comment:

Geoff Arnold said...

Of course what we really need is an SLA, with penalties. Something like what the cable TV companies are being slapped with in NY.