I do try to maintain a positive view on life, with epilepsy and after cancer, I am still cheerful (probably at still being around!), but there are occasions that drag me down to the level of the small man in the corner, best ignored. Bondora's approach (or lack thereof) to the basics of customer service in a systems operations environment and my having to deal with them is one of those areas I approach with extreme caution and a heavy heart.
Yesterday, after a minor error, I felt the need to raise a call to "Support". I find that Bondora's site is one of an exceptionally small number who do not provide the ability to contact "Support"! Don't get me wrong, there is a heading "Support" that has a bog-standard FAQ page (it isn't actually headed "FAQ") but with my locked down, security-conscious system, there is no way of entering a problem! So I go to the label headed "Bugs", this looks promising, but after entering all the details of the problem (luckily minimal, it was only a small problem), I find my carefully-crafted error report appears at the top of the "Wishlist" page! IT ISN'T A WISH! I just expect things to work, please?
Luckily for me, I remember I have an email address for "[email protected]" that is actually their support desk, so I send an e-mail and the problem is fixed in double-quick time.
I believe they are good technicians, it's the leadership they have that I question.
So to today. I try to refresh a page of loans I have had on sale all day, but this time, instead of receiving an e-mail with a PIN code, I get a message telling me they have sent a PIN code to my phone, and I should enter it in the box provided, EXCEPT THERE IS NO BOX AND NO TEXT MESSAGE! And you know what thought occurs to me? Why are they tinkering with the live system during the day?
Hence the title of this thread. I have learnt that one of the mantras of "Agile" Development is "Fail Fast and Pivot". This lot are halfway there . . .
So to today. I try to refresh a page of loans I have had on sale all day, but this time, instead of receiving an e-mail with a PIN code, I get a message telling me they have sent a PIN code to my phone, and I should enter it in the box provided, EXCEPT THERE IS NO BOX AND NO TEXT MESSAGE!
I've lived with it a couple of days now and have managed a work around. It looks like they have messed up the session handling. Log out and back in again and the box will appear and they send an email - even though they say they've sent a text! I now automatically log out and in before doing any selling or buying.
BTW, the box only lasts for 1 sale/purchase. You have to log out then back in after every sale/purchase action. I try to bundle up as many as possible in a single action.
I find myself being constantly amazed by the lack of customer service sense in the operational side of Bondora. The service desk people are capable enough, if you don't mind platitudes with manners and it doesn't do to upset the people tasked with helping you.
I must admit to being at a loss as to how to deal with the organisation. I just put my "shut up and deal with it" face on!