TD Bank Redemption!
Posted by Ted Hopton on October 22, 2009
I need to provide an update on my experience with TD Bank (see, TD Bank Really Stepped In It). Within 24 hours of my deeply frustrating and disappointing experience, I got a phone call from Eric Baker at TD Bank. Now it was the 9th inning of a Phillies playoff game, so I had little interest in talking to him at that moment, but he promised to call back the next day — and he did.
He knew I’d had a bad experience and he promised he could help me. We reviewed what had gone wrong and what I needed, and sure enough, he knew what to do. Pretty soon we had everything set up as it should be, and he’d apologized again and again for the way the call center had handled things. He promised to follow up with the person who had not been able to successfully help me, and make sure she understood the right way to make Quicken work with their website. He gently mentioned that it was Intuit that causes the problem I encountered, but that was almost in passing and he took full responsibility for TD Bank’s not explaining what to do better the first time.
All in all, it was quite a nice save! And 24 hours later, another person from TD Bank called to offer me help, not being aware that Eric had already helped me. Not so organized there, but I’d rather have redundant follow up calls than none. So, I’ve gone back to being a basically content customer. Maybe I’m not so hard to please after all?
