Does anyone care about customer service anymore?
In a recession costs get cut, often at the expense of customer satisfaction. These are the wrong cuts to make. Another example of “How to lose a customer” occurred to me today.
not so impressed
I use Microsoft Money for my personal accounts. One reason, is that it’s integrated with my Nationwide Building Society Flex account.
Transactions are downloaded directly into Money, saves me having to enter them manually, and reduces errors. I have been doing this since 1998. I was happy with the service.
I noticed today that my account was no longer updating. A search of the Nationwide site gave the following information.
Important Announcement for Microsoft Money users – 22 October 2009
The last full UK release of Microsoft Money was in 2005. Since then, Microsoft have carried out no development work on the software.
In addition, Microsoft no longer offer any technical support on this product in the UK and this has significantly impacted on our ability to resolve customer queries relating to the software.
Regrettably, we withdrew the support service on our Internet Bank for Microsoft Money on 22 October 2009.
It sounds like passing the buck. They could leave the service running but unsupported. I sent an email asking them why they haven’t.
They also say that they, “Currently we have no plans to offer support for any money management program.” So it’s a backward step. A reduction of service.
The site continues:
You’ll still be able to download your statement as a .csv file from our Internet Bank, but in order to import it for use with Microsoft Money you’ll need to convert it to an .ofx file.
There are tools available on the Internet for this, but we’ll be unable to offer you any technical support.
Which is something to look into.
As are other banks that will provide the services I want.
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Phil
Hi Tim – found your article whilst searching about the Nationwide shut-down.
A few people in the Wesabe forum share your opinions. A dedicated site has sprung out of that forum, to aggregate everyone’s comments.
It would be cool if you’d leave a comment http://betteronlinebanking.co.uk/dear-nationwide-internet-banking-ofx and re-tweet (if you’re a Twitter user)
If we can concentrate the feedback and show the guys from Nationwide how important this is, we’re hoping they will re-consider.
Hope to see you there
November 6, 2009 at 13:48
Tim Neale
Thanks for the info Phil, I will add my comments to the forum.
November 6, 2009 at 14:47
microsoft money download | MICROSOFT
[...] Nationwide Discontinues Microsoft Money Support [...]
November 8, 2009 at 21:05
Nepa
It is service reduction by all accounts, indeed, I will add by saying this is a cost cutting measure at the expense of we the customers. Rather than make “mere” noise about this, I suggest we take up the option to recieve printed statements, since as (another!) cost cutting measure, Nationwide are encouraging us to opt for electronic statements. That will hit them where it hurts!
For those looking for a temporary stop-gap, i recomend iCreateOFX. They now have in-built Natiowide support.
November 11, 2009 at 13:45
Tim Neale
Thanks Nepa, I will look into iCreateOFX.
November 16, 2009 at 18:14