Friday, 15 June 2007

Where the hell is my ATM?

Me: There used to be an ATM here, now there is just some cable sticking out from a hole in the tiles. So I thought I would let you know. I mean maybe someone stole it or something?

Tatra Banka Dialog Call Center Lady: I don't thinks so [with a 'I am not really hired to deal with silly jokes tone].

Anyway, my Tatra Banka bankomat at the Bratislava Radisson (I don't live AT the Radisson, just near it) has disappeared. No sign, just a hole in the floor tiles with some cable sticking out. The call centre lady had no idea about the ATM, she was simply able to list where ATM's are available at present.

If the bank were to act somewhat sensibly they could:
1. mine the data for customers who were repeat users of that bankomat,
2. notify them of why this one is disappearing, whether and when it will be back and where the nearest one is,
3. put up a little note,
4. inform their call centre.

Now this would be too customer focused even for what in my view is Slovakia's most customer-focused bank.

UPDATE: Having blogged this, I decided to pursue it further, even at the risk of acting slightly ridiculous. I sent off a question through a contact form at Tatra Banka's website and received an automated reply promising that I will be contacted ASAP. As an interesting aside, the www address in the signature of the automated message pointed to an advertising feature of Tatra Banka's Bank+Coffee, rather than the bank's main website.

UPDATE 2: Not too many days later I have heard back from an ATM business specialista:
"With regrets we must inform you that the bankomat has been deinstalled permanently from these premises. At the same time we want to assure you that we plan to replace the deinstalled bankomat, in a nearby object. If we have caused you any problems please accept our apology."

Next time I will translate my response to the ATM business specialista.