Ideas, Rule » “Business process” http://www.blog.ideasrule.com Tue, 15 Nov 2011 05:36:44 +0000 en hourly 1 http://wordpress.org/?v=3.2.1 The importance of right business process (HSBC) http://www.blog.ideasrule.com/2009/07/the-importance-of-right-business-process-hsbc/ http://www.blog.ideasrule.com/2009/07/the-importance-of-right-business-process-hsbc/#comments Thu, 16 Jul 2009 08:21:22 +0000 Sujay http://www.blog.ideasrule.com/?p=243 I recently moved to London from New York and naturally I had to pick a bank where I can open an account. After looking at various options, I thought HSBC will be a good fit. So here I go to the bank with my HR letter, passport, visa details, address proof (basically all the documents saying I am who I am)

The customer service guy tells me big things about HSBC etc and how good it is. Okay. Also they will be charging me 6£ per month (did not pay anything like this in US, neither in India). They opened the account but guess what?

After 7 days I go to them and tell them that I have not received my debit card. After checking through their systems this is the conversation I have.

HSBC guy:  Sir we have sent that card to your U.S address

Me: What? Why? How?

HSBC guy: Yeah, that is the address we have on file for communication with you.

Me: But I am here, and I need a card here so that I can use it. Why would you open an account of a person living here, but send the card his other country address.

HSBC guy: Yeah, I understand but that is how we do it!

(And you call yourself world’s local bank. With such stupid business processes)

Me: So should I go to US to collect that card? Will HSBC be paying for it? :)

HSBC guy: Well, you can order one by calling the customer representative and ask them to block the previous card. Thank you for patience!

(BULL SHIT)

I had to call their helpline, and explain him the situation. He said you can pick up the card from the branch itself in next 5 days. I go to the branch again after 5 days and here we go.

Me: Hi, I am here to collect my card.

HSBC guy: Sure, here is your card.

Me: Okay, give me the PIN also. Without the PIN I cannot use my card anyways.

HSBC guy: Well, that is a good point. The pin would have gone to you address, and which is (after looking into computer),  your New Jersey address.

Me: !@#$!@#$@$#%@#$%@$%@#!@!@!!!!!%^&^&*%*^

It happened that I had to order the pin several times and till date I am waiting for my PIN and not able to use the card. Meanwhile they ordered me a withdrawal slip book, so that I can walk in a bank and stand in a line, go through all verification procedures and get some cash (as I cannot use an ATM because I dont have a PIN)

They could send me the slip book, but not the PIN.

What a mess! And if you complain, they make you look stupid as if they are doing it the right way and the customer is annoyed without any reason.

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