Tag: bpi

Well. Yes. While computers have indeed made our work easier, they instead have made many people lazy. This is common in customer service areas.

Customers put up a complaint and they only get robotic answers prepared by agents’ upper management without as putting as much a thought that anything can be easily done since the system is computerized.

Ironic how BDO’s “We Find Ways” motto can be deceiving when the BDO agent you talk to will tell you “sorry sir, there is nothing we can do”. Oh yeah, my case with them was pretty irritating. They were at fault but they really had no intention of helping me out.

Then there is the case of a stupid credit card issue that I had with BPI. I have no idea which one of the staffs were at fault, the Cebu staff or the ones in charge in Manila but they did screw up by giving me the wrong credit card.

So I told them, okay since we already received our credit cards and my wife applied for a different one and hers has not arrived yet, can we have my wife’s primary credit card changed instead? The BPI staff I talked to said yes.

When my wife asked the BPI agent in another branch, she was told it is not possible to have it changed but instead she could apply for a new one.

I do not believe my wife got that response because of a stupid business rule. That matter simply is doable. If the other branch said yes, why not the other branch? Cases like this make the clients look like liars since whatever reason they are given will fall on deaf ears.

So yeah, BPI good job for making your clients look like liars. I salute you! Just like the #1 idiotic service in the whole Philippines: Sun Cellular. They make clients look like liars worse.

I could understand if processes were done manually but since most of the workload involves computer nowadays, there is no excuse for them to deny or refuse customer requests when their other branch said yes.