How not to do a mobile app and switch off the website
Why wouldn’t you switch off the online site for credit cards to replace it totally with an app - that you can only have on one device (and you can only manage one card with it).
Inspired.
Even more inspired - 2 messages when they locked my app whilst I was trying to install it on a different device - with 2 different phone numbers. One said open between 8.30-5pm on a Saturday. The voicemail said we close at 3pm...
The other message gave a different number which couldn’t help and didn’t know that the inspiring mobile app team closed at 3pm.
Added to which the latest statement email sends you to the website to download it. WHICH IS CLOSED AS THEY’VE REPLACED IT BY THE APP AND CUT SHORT SATURDAY SUPPORT WHICH MEANS WAITING UNTIL MONDAY. And the call direction system is a mess.
Apart from that absolutely inspiring example of how bad a user journey and experience can be because Virgin haven’t joined any of it up, let alone thought through ‘what happens if’.
Virgin Money UK からの回答
Hi there, thanks for your feedback. We'd like to take a look into this for you and see what we can do to help. Just so we can do this would you mind emailing your full name, address, contact number and a short description of your query to reviewhelper@virginmoney.com ? Thanks.