Remember the cute speaker I purchased in November? It started acting funny two weeks ago which was really disappointing. Today, with some free time on my hands, I went online to Philip’s site to chat with their customer service, and was pleasantly surprised with the ease at which they handled my issue. They are sending me a replacement speaker. Now that’s good customer service! Plus I’ve always felt it makes a difference how you communicate to the person you’re seeking help from, so I’m posting the transcript in case anyone would like to see an example of what I typically say.
Following this transcript, check out the poor experience I had with Bank of America recently. I could have handled myself better in the chat, but I was fuming at the time, particularly because that was not the first time that they changed the parameters of an account and I was slapped with monthly charges. Shame on me for not noticing them sooner, though. I have to keep a better eye on the accounts I don’t use often. Luckily I was able to convince them to refund all the charges, but I’m still considering changing banks. Anyone have a recommendation? I need a local bank (I’m in Illinois in the suburbs West of Chicago) that allows online banking and free ATM use.
Philips
Chat started!
Sam: Hello Nicole
Nicole: I purchased the portable universal speaker for my iPhone in November and already it is not working properly. The sound cuts in and out as if the connection for the cord is loose. I’m very disappointed as the sound quality was nice.
Nicole: I’ve only used it a few times since I’ve had it too.
Sam: I’m really sorry about the experience, I’ll be glad to help you with it.
Sam: May I have the model number, serial number and date of purchase of your player?
Nicole: is the model number and serial number on the box?
Sam: It should be on the back of the Speakers.
Nicole: Model No is SBA 1600BLK/27
Nicole: S/N number is _________
Nicole: It was purchased on 11/12/11 from Walmart
Sam: Thanks, Nicole!
Sam: Since the your unit is within warranty, I will process a replacement for your the Speakers.
Sam: To process the replacement for you, may I have your full name, complete mailing address with phone number and email address.
Nicole: Wonderful! :)
Nicole: Sure. My name is ________.
Nicole: My address is _________
Nicole: My phone number is _________
Nicole: My email address is __________
Sam: Thanks, I’ve processed the request. You should receive your replacement within 7-14 business days. Also, here’s our chat session ID __________ for your reference.
Sam: A pre-paid return shipping label will be included with your replacement for the return of your current speakers.
Nicole: Ok. Thank you for the assistance, Sam.
Sam: Once you have packaged your non-functioning speakers, please drop it off at your nearest FedEx location or FedEx drop box. You may visit www.fedex.com to find a location near you.
Nicole: Will do.
Sam: You’re welcome!
Sam: “You might receive a short email survey soon. It would be great to hear your feedback about our chat today. If you are pleased with my service, you would rate either a 9 or 10; and if you unhappy, please rate between 0 to 8.”
Sam: Is there anything else I can assist you with today?
Nicole: Nope. Thank you. Have a nice day!
Sam: Thank you for contacting Philips.
Chat is closed by agent
Bank of America
Welcome to an online chat session at Bank of America. Please hold while we connect you to the next available Bank of America Online Banking Specialist. Your chat may be monitored and recorded for quality purposes. Your current wait time is approximately 0 minutes. Thank you for your patience.
Thank you for choosing Bank of America. You are now being connected to a Chat Specialist. For security purposes, please remember to close your chat window when completed.
Ramsy: Welcome to Bank of America’s Online Chat assistance.
Ramsy: My name is Ramsy and I specialize in Personal Checking and Savings Accounts.. May I have your name please as listed on your account statements?
You: Nicole _______
Ramsy: Hello, Nicole!!
You: Can you please tell me why there is a $12 monthly charge on my checking account ending in ____?
Ramsy: I truly understand your concern regarding the Monthly Maintenance Fee assessed on the account and you would like to know the reason
Ramsy: I will certainly check that for you right away.
Ramsy: Could you please provide the last four digits of the account you are referring to?
You: I did already. _____
You: Is this a person I’m speaking with or a computer?
Ramsy: You are speaking with a real Person
Ramsy: Thank you for the account information
Ramsy: The $12 Monthly Maintenance Fee can be waived with $1,500 or more average daily balance requirement or at least one qualifying Direct Deposit of $250 or more made to your account (single direct deposit not an aggregated amount)
Ramsy: Please be informed that effective June, the minimum Direct Deposit required is $250.00 if not the fee is $12.00.
Ramsy: We sent a notification in April, 2011 statement regarding the change.
Ramsy: Please note that for each statement period that a direct deposit is not received or balance requirement is not met in the account, the monthly maintenance fee is $12.00.
You: I do not recall getting such a notice. Why isn’t it posted online since I have paperless statements?
Ramsy: After reviewing your records, I see that the you have My Access Checking account ending in ____
Ramsy: I have the best alternative for you to fix this issue permanently.
Ramsy: Bank of America provide a Account conversion option to esteemed customers like you.
Ramsy: After reviewing your records, I see that we are able to convert this account to e- banking account.
Ramsy: The benefits of e-banking accounts are as follows:
Ramsy: e-banking customers pay no monthly maintenance fees (monthly service charge) when they:
Ramsy: Use only electronic channels for deposit and withdrawal transactions (avoiding the teller), and Complete enrollment for online paperless statements through Online Banking.
Ramsy: Would you like me to process the request for account conversion?
You: Will I also be credited back the $60 that has been charged in monthly maintenance fees?
Ramsy: Let me check what best I can do to refund the fee.
Ramsy: I can refund only last 3 months of Monthly Maintenance Fee
Ramsy: Shall I process the refund request for last 3 months?
You: Yes please. But I’m still unhappy that I have to pay any of them at all. I do go through all the mail I
You: am sent
You: and I did not receive a notice.
You: Why isn’t an email sent? I feel like this is intentional so customers don
You: t notice
You: Which is what happened here.
You: The account is rarely used. I request you ask your supervisor to credit all the fees.
Ramsy: Please be informed that we have sent the notification with your statetments
You: I don’t receive paper statements. I told you.
Ramsy: In this case, you will would have received the email notification
You: The email notification only tells me that a statement has been posted. It doesn’t tell me that you’ve changed the requirements of the accounts.
You: That should be sent in a separate notice so people see it.
You: Thats how we do it where I work.
Ramsy: Please be informed that we will surely sent the notification regarding the change
Ramsy: As promised I have processed the refund for you. The credit will be posted within two business days.
Ramsy: However, You will see an immediate pending credit to your account once you re-login.
You: BUt you didn’t credit all 6 charges, right, only 3?
Ramsy: Yes, I have Credited last 3 months Monthly Maintenance Fee
Ramsy: For more refund, I would recommend you to visit the nearest banking center.
You: So there’s no one where you are working who can approve more? Please keep in mind this is only one of several accounts I have with this bank. If the other $30 isn’t credited then I will consider moving all accounts to another bank who alerts their customers of changes in a better way. I don’t want to do that, but this isn’t fair treatment to a long time customer.
You: Also, I pulled up my statement from April and do not see anything about this change. Which statement date is the notice even on?
Ramsy: To be honest I have checked everything for you and I wish I could have helped you but please do understand that fee cannot be reversed unless a bank error is involved in it, I hope you understand this.
You: So you are not able to point me to the statement in which this change in policy was included? Because I am going through all of them now and I do not see it anywhere.
Ramsy: Let me check this
Ramsy: This might take some time, please bear with me
You: Ok
Ramsy: Thank you
Ramsy: I apologize for long wait, I am still accessing your records
You: ok
Ramsy: I apologize I am currently experiencing technical issues; therefore, I am unable to retrieve your statement copies details
Ramsy: You are a valued customer and recommend that you come back to Online Banking later today.
You: Well I can access my statements and I went through them all and there’s no notice about the change on them. I can email them to you. What is your email address?
You: I do not want to start this conversation over with someone else.
Ramsy: Thank you for waiting. I’ll be with you in just a moment.
You: Are you still there?
Ramsy: Yes
Ramsy: I apologize for the delay in response
Ramsy: Thank you for your patience.
You: Can you also tell me the minimum balances on the Money Market and regular savings accounts? Because I want to make sure those didn’t change without my knowledge.
Ramsy: Sure
Ramsy: You can avoid the Monthly Maintenance Fee on the Money Market Saving Account with the daily minimum balance of $2500.00
Ramsy: You can avoid the Monthly Maintenance Fee on the Regular Savings Account by any of the following:
Ramsy: 1) A minimum daily balance requirement of $300.00 (you have to maintain the balance of $300.00 on a daily basis, if the account is below $300.00 on a single day, there will be the Monthly Maintenance Fee on the Regular Savings Account)
Ramsy: 2) or Can setup the automatic transfers of $25.00 or more from the Checking Account to the Savings accounts
You: Ok so at least those haven’t changed. Let me know when you can get to my statements or give me an email address I can send them to because I went back to September 2010 and through current and do not see any notice of the change in the monthly maintenance fee.
Ramsy: I apologize I am unable to provide my email address for the security reasons
Ramsy: Nicole, I have checked your account details and discussed this with my supervisor, considering situation, let me go ahead and process the refund for you.
You: Ok, to confirm you are stating you will refund the full $60 charged? If so, thank you.
Ramsy: yes
Ramsy: Please allow me a moment while I process your request.
You: Ok
Ramsy: Thank you
Ramsy: Nicole , I have reviewed your account details and I see that you have been a customer since 2001, taking this into consideration, I will refunding $24.00fee assessed to your account.
Ramsy: As promised I have processed the refund for you. The credit will be posted within two business days.
Ramsy: However, You will see an immediate pending credit to your account once you re-login.
You: $24? I thought there were 5 charges for $12 total adding up to $60.
You: Actually I just counted now and there are 6
You: so I should be getting a credit back of $72
Ramsy: Let me checl
Ramsy: Your time is very valuable, thank you so much for your patience.
Ramsy: Yes, I have processed the refund of $72.00
You: Ok thank you for that.
Ramsy: You are most welcome.
Ramsy: Is there anything else that I may assist you with?
You: No, thank you.
Ramsy: It was wonderful chatting with you today. Have a splendid day ahead!!
Ramsy: Thank you for choosing Bank of America’s Online Chat Service!
Ramsy: We appreciate your business with Bank of America
Ramsy: Bye!!