POSB recently has this new queue system which they advertised as one that can save you much waiting time as you can request for a queue number through SMS before heading over to the bank. To quote from them, 'With the DBS SMS “Q” option, you can now join queues at our bank branches remotely without being physically present in line'.
This is the commercial in case you missed it:
Such a brilliant idea right? What could have gone wrong? I mean, this is totally customer-oriented!
So while I was walking over to POSB, i SMSed the number provided and was notified that there was no one in queue for 'account opening'. Instinctively to avoid missing my turn, i then decided to SMS only when i have reached the bank (which was just five minutes later I swear).
Suddenly I am two numbers away! I guessed there probably were two customers who miraculously decided to open bank accounts within that five minutes of me walking.
Anyway, the sms stated that it will 'send me a reminder when it was nearing my turn'. So nearing my turn means probably before my actual turn right? Unless we are not speaking the same language. So dumb dumb me went to the store next door to kill some time (yes i know right, not exactly a smart move when there were two persons ahead of me in the queue but hey, there were only two counters serving new accounts and other services).
Then after quite some time my phone rang: 'please proceed to counter xxx now to be served'.
Eh hello? What happened to 'nearing my turn'??
But never mind that, since it is my fault for being so trusting. I walked really fast (like Godspeed compared to my last trimester) only to receive another sms almost immediately: 'you have missed your turn. Please reply "5" for a new queue number.'
{#^%}£?!*
Ji Dan Gao.
So this time round, i have to wait there patiently for my turn even though once again the sms told me i will be notified when it is 'nearing my turn'.
After eternity, i was served and after a while at the counter, i received the sms again, to proceed to the counter 'now' for my turn.
You think I will fall for it wouldn't you? Ah hah.
It is a good thing that I do not have to go to the bank often, but this 'sms to avoid queuing' system is a flop. Whoever came up with this should either
1. Review the English used ('nearing'?); or
2. Remind people that skipping the queue just means that there will be no line but you are still required to be physically there in the bank (think McDonalds' crowd at the collection point); or
3. Hara-kiri (joking k, please do not do that)
On another note, i must applaud POSB's staff as they really displayed good customer service. The redeeming factor of my visit that day.
P.S. while i was waiting for my turn (again), this lady came up to me with a tablet and asked if I have used their sms service to get a queue number. I looked at her, smiled (probably not a pretty one given how irritated i was), and said, 'yes, don't get me started on it'. I was hoping she will ask me for feedback but she decided it was better to get out of my way. *shrug*
Have you experienced the new system? Did you encounter the same issues as i did? Let us know by commenting below!
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