Timeline

February '08

1-Feb-2008: IDBI bank's online service stops working with with Firefox browser, so a complaint is logged on the bank's online feedback system

The recent "upgradation" of bank's internet banking service has actually downgraded it. It used to work fine on any OS and any browser. Now it seems it works only with Internet Explorer. It's outrageous that your should assume this and force your long time customers into this. This is a sad direction for the bank's services.

Kindly rectify or you will see some people switching banks.

4-Feb-2008: Stock reply from customer care team

Due to some technical error we sincerely regret delay in replying your e mail.

We have taken note of your suggestion and forwarding your details to concerned officials requesting them to look into the matter and take necessary action in this regard. We request you to bear with us. We shall revert to you shortly.

10-Feb-2008: IDBI enters "Hall of Shame"

Dear Support and Management,

I am unable to use the bank's services as they stand. Of course, I can not wait forever so suffice it to say that in absence of a reasonable solution or time-line I will have to change my bankers.

This does not add to the reputation of the bank as you can see from discussions in the below links: http://mm.ilug-bom.org.in/pipermail/linuxers/Week-of-Mon-20071008/061766.html http://mm.ilug-bom.org.in/pipermail/linuxers/Week-of-Mon-20071008/061789.html http://mm.ilug-bom.org.in/pipermail/linuxers/Week-of-Mon-20071008/061790.html

And unfortunately, your bank website has also been featured in the Hall of Shame here: http://wiki.linux-delhi.org/cgi-bin/twiki/view/Main/HallOfShame

I hope some serious and fast action is going to be taken sooner rather than later.

13-Feb-2008: Assurance that higher authorities are looking into the issue

Dear Customer

We regret for the inconvenience caused to you.

We wish to inform you that we have already forwarded your mails to our higher authority. Once we receive any feedback from there side. We shall revert you the same. Kindly bear with us.

Assuring you the best of our services at all times. We look forward to a mutually rewarding relationship.

April '08

18-Apr-2008: After a month my patience is running out

Has your "higher authority" responded? I would appreciate a feedback.

21-Apr-2008: Either IDBI forgot what the issue was or are trying delay tactics

Dear Customer,

We sincerely regret delay in replying your e mail.

We request you to confirm your correspondence/mailing address which is register with us so that we be able to generate new net banking password for the same.

Assuring you the best of our services at all times. We look forward to a mutually rewarding relationship.

21-Apr-2008: Reminded them of the real issue

Thanks for your reply.

First and foremost issue that I raised was that after recent upgrade of your website, it stopped working with Firefox browser and worked only with Internet Explorer. Has this issue been fixed? If not, then generating new password will not help since the website will remain inaccessible to me.

Kindly get an update from your technical team at the earliest so I can decide whether to continue banking with IDBI.

PS: As far as my address is concerned, you have that on your records.

22-Apr-2008: Solution at last, use IE!

We apologizes for the inconvenience caused to you.

We request you to please use Internet Explorer version above 5.5 , resolution 800*600 so that you can log successfully.

Also request you to try log on another computer, if you getting same error please contact with your system maintenance officer in this regards.

Assuring you the best of our services at all times. We look forward to a mutually rewarding relationship.

22-Apr-2008: Really? Then show your support for IE and reimburse Windows cost

Can you please suggest where can I get a copy of Internet Explorer that runs on Linux? Or are you suggesting that I should buy MS Windows just so that I can use IDBI bank website (Windows costs anywhere from Rs. 4,495.00 to Rs. 11,500.00. Reference: http://shopping.rediff.com/shop/subcategory.jsp?cgrfnbr=7498)!

Does IDBI have a reimbursement or discount policy to assist customers with this? Else why do you expect a customer to spend this obscene amount of money (on an operating system that I do not otherwise need) just to access your website?

Your website used to function just fine earlier before the `upgrade' like so many other banks'.

I think now you may either:

1. Offer to reimburse me for the cost of the MS Windows operating system.

2. Let me know if/when your website will be free of this artificial `requirement'.

or

3. escalate and include your management on this communication.

Vijaya> Assuring you the best of our services Vijaya> at all times. We look forward to a Vijaya> mutually rewarding relationship.

Absolutely. I am counting on that.

24-Apr-2008: IDBI still not owning up to the issue

We request you to try loging another computer for the same, if you getting same error please confirm so that we can coordinate with our concerned department in this regards.

24-Apr-2008: Time to get blunt

What do you mean another computer? I have only one and it works fine for everything except your `upgraded' website. The problem is not in my computer or its software. I demand that this issue be escalated immediately to your management.

25-Apr-2008: Stalling for time

We request you to please provide us the screen shot of the error so that we can checked with our concerned department in this regards.

25-Apr-2008: Hah, no way!

We have crossed that line long back. Let me help help you recall that we initiated this communication over two months ago.

I need to get in touch with your Corporate Communications manager about this please. Kindly include him/her on this communication.

26-Apr-2008: More "higher officials" BS

We have coordinated with the concerned offiials [sic] and wish to inform you that the matter has already been taken up with higher authorities, but they need the error file which you getting. So we request you to provide the same so that we can forward to concerned department.

26-Apr-2008: But it won't work and I have no patience any more

You can verify it yourself by logging in using Firefox. Please do not waste my time by stalling tactics. I would rather appreciate if you told me to switch my bank account to another bank. Please also let your officials know that IDBI bank site has been added to Hall of Shame and is most Linux and Firefox users are moving their accounts from irresponsible banks like yours for the simple reason that you do not care for customer convenience and force your choice on us. If I do not get a satisfactory response next time, I am going to end our 6 year old relationship next week.

29-Apr-2008: Finally a date!

We wish to inform you that the necessary rectification is under process and you can log in to your Internet Banking account using Linux and Firfox within 10 days. Kindly bear with us.

29-Apr-2008: Okay, I'll play along

It has sure been inconvenient not being able to use the bank's site for so long but waiting another 10 days will not hurt. I sincerely appreciate your efforts.

Looking forward to your email when the rectification is complete.

May '08

Closure at last!

There have been no further communication from their side but as of 13-May-2008 the website is working again with Firefox on Windows and Debian.

I don't think they needed to make any deep changes to the site/software since it did work before with Firefox and it should not have happened in the first place. But this does not take from their willingness to listen to customers and effort to understand the issue. I hope they would be more careful when doing upgrades next time around.

Time from complaint to closure: 15 weeks.

What worked

I am not sure. It could be any or all of these:

• I showed enough patience and gave enough time.

• They realized that I am just going to wear them out (although they could have just stopped responding but would have lost me.)

• I called their bluffs everytime they tried it.

• I also repeatedly tried to escalate it to their "higher officials"/PRO etc.

• The final threat of killing my account with a deadline.

-- ManishSharma - 17 May 2008