Comments on: Chase Screws Up PR Royally After Website Fails

By: Nora

Nora — Mon, 11 Oct 2010 16:48:13 +0000

I like it! It’s a bit casual for my environment, but I bet I can come up with something based on this. Thank you!

By: Editor

Editor — Mon, 11 Oct 2010 12:46:46 +0000

This warning is pretty simple, but it's good:

By: Editor

Editor — Tue, 05 Oct 2010 20:31:22 +0000

I don’t have any examples off-hand, but if I run into any I’ll post them here in the comments.

For a simple guideline, I would suggest answering the basic questions:

* WHAT is the problem
* WHY is it happening
* WHEN it started
* HOW LONG is it expected to last
* WHO can they contact if they need immediate assistance
* WHERE else they can go to conduct their business

Keep in mind, customers/members only care about themselves. “Did my deposit go through or not?” “What about the bills I have set on auto pay?” Everyone who sees your message was hoping to conduct a transaction, find some information or perform a very specific activity. You may need to plan on creating a real-time FAQ that you update frequently throughout your outage.

And always remember basic courtesies like “sorry,” “we deeply apologize,” “please” and “thank you.”

By: Nora

Nora — Tue, 05 Oct 2010 18:51:55 +0000

Hello,

In the interest of education, are there any examples out there of what you would consider to be a well-written “website down” message? Thank you!

By: Editor

Editor — Thu, 30 Sep 2010 03:16:10 +0000

Dee, that’s a really good point. Now that you mention it, it’s really embarrassing that “tell the truth” isn’t #1.

By: Dee

Dee — Thu, 30 Sep 2010 00:33:57 +0000

In the six simple steps, let’s move #4 Tell the Truth to #1.

By: Landey

Landey — Fri, 24 Sep 2010 13:11:47 +0000

Did any human being at the company ever release any statement? Any person take responsibility? I believe that the reaction by Chase reveals a pretty lax attitude about their online presence: deflect, dismiss and disregard. A quick look at all of their web properties confirms this.

By: storm10

storm10 — Tue, 21 Sep 2010 16:26:32 +0000

They totally lost all record of payments I scheduled on the 13th and acted like I was lying about scheduling them because they “couldn’t find a record of them” (duh, you lost them, dumbass) and don’t want to pay the late charges. Then they lied to me saying that no one else had any problems with scheduled payments or any transactions lost because of their crash. Their whole attitude was ‘sucks for you.’

By: CU Water Cooler » Blog Archive » CU Water Cooler 9/21

CU Water Cooler » Blog Archive » CU Water Cooler 9/21 — Tue, 21 Sep 2010 12:19:02 +0000

[...] • Chase.com fails, then Chase screws communications up worse [...]

By: julie

julie — Tue, 21 Sep 2010 04:46:59 +0000

I just found out that Chase never processed a refund to my account that took place during this mystery outage. They have been sending me in circles by deflecting responsibility to the merchant despite the fact that I spoke with the merchant and was able to see that the merchant processed the refund on their end on September 13th online. I spent over an hour on the phone w/3 different Chase assclowns and no resolution yet…

By: Peter

Peter — Mon, 20 Sep 2010 14:44:50 +0000

Hi,

You attributed quotes from our blog post as from chase-sucks.com in your article whereas we are chase-sucks.org. Yes, it is a crowed space out there for people with bad Chase experiences to share.

Peter