Thursday, February 12, 2009

NBK's amazing customer Service

NBK - named as the best bank in the middle east / praising their customer service / making close to a billion Profit last year

Until yesterday I would have agreed with all of this but then this happened:

Most of us have to pick up their new ATM cards this month since the old ones will expire end of February. So yesterday I wanted to pick mine up... even though I don't live there my branch is in Quortoba. So after work I was fighting my way thru the dust storm. I arrived at 4:50pm and had to park some meters away from the bank. i knew the bank would open at 5pm so I waited in the car. When it was time for them to open I got out of my car and walked over to the bank. It was still closed. I thought I just wait a little for them to open up... 5 minutes ... 10 minutes ... then I called their hot line... asked them for the opening time of this branch... they confirmed that it should open at 5pm... so I waited another 10 minutes until some man walked up to the entrance ... read a small note in Arabic next to the entrance ... grumbled and walked away ...
I called the service hot line again and they told me that all their branches are closed due to the sandstorm! I figured that this was written on the small note...
WTF!!! What is wrong with you guys?!?!?

  1. Why the hell are you closing your branches because of the sand storm? We are in Kuwait and it's quite common to have a sandstorm! After all, we are surrounded by the DESERT!!!
  2. If you don't want non Arab speaking customer, just say so... I am taking my account somewhere else in a heart beat!! Else have the brains to put up a note in English as well!! Or were you in such a hurry to get home and enjoy an unexpected day off?!?
  3. If you can afford to close your branches you seem to make enough money... then please share some of it with your customers as well!! Not only with your spoiled employees!
I logged a formal complaint, let's see how they react to it...

3 comments:

Kuwait Surviv0r said...

Did they reply? I'm curious :P

Evil Knievel said...

Yes they did!
The big shot from the branch called and apologized. He was saying it wasn't his fault since the note came from head office and so did the decision to close the branches! He understood that I was angry but couldn't really do anything now besides forwarding the complain to their head office... from them I never heard back ...

lensman said...

Yeah I think its with all banks. If theres a dust storm, they wont open in the evening.

Even Commercial Bank does the same. I think the decision comes from the Union of Banks.

But thats no excuse for not having the notice in English!