Customer Service Gaps

Called HSBC today to inquire if I could change my premium payment mode from annual to monthly.

A very simple and straightforward request, yes?

The hurdles I encountered suggest that there are still areas in our customer service delivery that can be improved.

First hurdle:
The professional-sounding angmoh voice recited the numbers for the list of services, and omitted to mention the two numbers I wanted: insurance enquiries and how to speak with an officer.

Second hurdle:
When I finally got to speak with an officer, she asked for my account number, got really flustered when I said did you mean my policy number, and put me through to her colleague in the insurance department.

Third hurdle:
Said colleague informed me that I can only change mode of payment before the anniversary date.
She suggested I call back just before the anniversary date (Jan 09).
I said why can't I inform you now? (a sure sign that the Aussie speak-up-for-your-rights culture has got to me in a good way)

Fourth hurdle:
Officer says, okay, you can fill up a form and send it back to us.

Fifth hurdle:
I said, is this form downloadable on your website?
"No." (Why not???)
"But we can mail you one."

Alternatively, my insurance adviser - who is a stranger to me and gets replaced by another stranger every year - can help me fill up the form.

My question: does the fact that I live overseas have any bearing on this option?

Reply: since my signature is required on the original form, the adviser option is out.

So either way, I have to fill in the form.

Which would I prefer: to receive the form by post or email?
I almost said email, then remembered that I still have to print out the form myself.
So I said, please mail it to me at my current address.

There, now the ball's back in their court. How exhausting.