HSBC problems?

[tantronics]

We have Virgin/NTL cable at home and it works fine from there, just the BT connection that's causing us problems.

Can't get to First Direct (part of HSBC) either.

[tantronics]

Seems to be back up now!

[Dex]

Yes, it's working OK through BT here now

Guess we'll never know where the problem was but it only affected some of the HSBC sites for me. Everything else I tried was OK.

While it was not working I had some customers failing to reach the HSBC site to make their card payment, but you never know if they just abandoned their carts for other reasons anyway so glad it's OK now and move on

I might email the failed ones and ask them for feedback, what do you think? would you email or call them (or leave them)?

All the best
Dex

[Bonjour]

I might email the failed ones and ask them for feedback, what do you think? would you email or call them (or leave them)?

Since I've been with HSBC I've had loads of abandoned carts and it's always a worry. I always, always send a standard email along the lines of:

'We noticed you tried to place an order, but didn't pay. If you have changed your mind we would appreciate any feedback so we can improve our service. However, if you had problems and wish to continue with the order, please contact us and we will be able to help and can take payments over the phone..........etc'

By doing this I have saved lots of sales. Quite often it is customer error, what we think is simple, is not always for some people.

Re HSBC I spoke to 3 different people yesterday as there was a delay with payments tying up with my orders and they told me there wasn't a problem at their end. My first customer this morning tried to pay and the HSBC site crashed and said it had expired. I rang HSBC who said nothing is wrong it must be them and the problems with the server and BT customers has been resolved!!!

Definitely give the emails a try.