Recent launch of grid card by ICICI bank is a great example to prove the fact that ‘execution’ is very very imporant, no matter how great idea is.
Recently, ICICI Bank has launched a new grid card to all its customer, which will in a way make internet transaction more secure. It was a very good move ( atleast I feel so) given that there is increased number of e-crime happening around. But all my happiness of being customer of smart bank diluted when I realized how tough it would be obtain the card. As if ICICI bank want to show that it would be as hard to do e-crime after getting Grid card, as you are facing the hard time getting the card itself.
There is no co-ordination between the issuing branch, courier team, nearby branch and customer. Customers are not getting the cards as promised. On top of that, they have stopped accepting old card’s info online, making it impossible for customer to do online transactions.
Only thing customer can do is wait for the card or chase customer service agents, who have no clue when would customer recieve the card.
Do you think, customers would be happy recieving cards which has attracted so many issues before even it has finally arrived?
[update 1] I visited my nearest branch along with couple of friends and shared whole story along with a compelling reason of why I need that card today. Bank issued me an ‘immediate grid card’ which would work same as that of proper grid card with the difference that it doesnt bear my name and my account number.
No issues untill it allows me to do internet transaction. This card will be activated in 24 hrs, I hope this works.
[update 2] This time email response is too fast. Got an email from ICICI bank customer support:
Dear Mr. Garg,
We regret the inconvenience caused to you. We understand that you have collected the instant debit card from the Microsoft campus branch on April 17, 2007. We request you to operate your account using the instant debit card.
Please note that a new security measure is introduced to increase the security for online financial transactions through Retail Internet Banking (www.icicibank.com).
New debit card will be allotted which will contain a 8 x 2 grid table at the back of the card. As per the new security measure before executing Internet fund transfer the system will prompt you to provide 3 randomly selected grid values printed on the back of the debit card. This is required after entering the transaction password.
Sincerely,
Vasavi M
Customer Service Officer
ICICI Bank Limited