Article reproduced from MarketingMagazine.com.my
A new face is not the problem. But an ‘ugly’ one is – as described by one disgruntled Maybank2u customer @imShahidah (twitter).
Maybank's new website that was rolled-out last Friday 28th Nov caused problems for many Malaysians as they could not access it.
Maybank's brand new banking interface which came online without prior notice came as a shock to many.
There was a huge outcry on social media platforms, facebook and twitter, that highlighted the public’s frustration with the new interface.
Users were unable to login to use any of the familiar services and to make matters worse, Maybank released their ‘surprise’ on the last Friday of the month; which is the usual peak time for online banking transactions.
Netizens refused to accept the new interface after attempting to use it, only to be faced with inefficiency and many posted their opinions and dissatisfaction online with almost 700 comments on Facebook alone. Some of the comments were cheeky;
“Why the hell would you roll out a new website without informing users first via e-mail etc? I at first thought it was a phishing site, and further to that, slow, crappy interface, not user-interface. No wonder AmBank was voted the No.1 Bank in Malaysia recently,” said Kugan Kumar.And some were just plain nasty;
“Who is the idiot that made the decision to redesign and add so much more useless graphics and icons that simply slow down the loading of the website? I made a transaction and it just hangs and then error message,” grunted Chuan Lim.The Tweets that were flying around were not chirping too kindly either:
“@Jenn_Thompson - @MyMaybank I am having major problems login in & after that I keep getting timed out... this is insane! I want functionality not pretty.”Maybank has since responded with many apologies and promises to overcome the problem and have reverted back to their old interface although the new portal is still accessible online: http://www.maybank2u.com.my/en/personal/index.page
Maybank’s website is used by millions on a daily basis and one can only imagine the damages sustained from the halt in online transactions over the weekend. The latest word from Maybank as it stands is, “Trying to upgrade services, things didn't go to plan. Will improve.”