Can someone tell me the purpose of a confirmation number? I had always thought it was the consumer's security or proof that a reservation had been made. While I am at it, maybe someone could also explain to me the purpose of a reservation. I had assume a reservation meant you reserved an item, which meant it would be available to you at a certain time and price. Based on this week's events and the TERRIBLE customer service of BUDGET Rental, I have been wrong in my assumptions and thoughts.
Let me start with our friends at Hilton Hotels last week Friday. We had booked a room in April at a Hilton Hotel near Albany. The hotel was recommended by the tournament we were attending. We went online, left all our information including credit card, and received our confirmation number. Since that booking we have received weekly marketing emails from the Hilton. Our arrival date was confirmed as Friday, July 16th and we were informed that we could not check in prior to 3pm. Also, if we cancelled prior to 24 hours, our credit card would be billed for the entire amount. Thursday, July 15th we received an email confirming our room and stressing the cancellation policy.
We arrive at the Hilton at 5:30pm on Friday (our confirmed arrival date) and we are informed that they do not have a room for us. Well there must be a mistake because we made reservations, have a confirmation number and even received a reminder confirmation less than 25 hours ago from your company. The manager apologies, states she realizes we had a room booked but they do not have a room. So she will be sending us to the Holiday Inn Express. But we have the damn confirmation number!
After explaining to her, that my son's team is staying at this hotel and that we just drove 5 hours and that we have dinner reservations with friends in 1 hour, she said not to worry the Holiday Inn is fine. We tried to be adult about it. She said the HIlton would pick up the tab for our room at the Holiday Inn and sent us away with a form letter. Apparently this happens all the time.
I can understand a mistake and at least the hotel tried to compensate us, but why were we the ones who were booted out to stay at an inferior hotel? We chalked it up to poor hotel management and forgot about it.
This Friday we were once again struck with the irrelevance of the reservation and confirmation number. We are driving with friends to Hershey PA for another lax tournament and felt out SRX was not big enough. Tuesday we visited BUDGET car rental and discussed options with the manager there. That afternoon we went home and reserved a Ford Explorer for Friday pick up by 11 am. Once again we gave all information, including credit card and received our all holy confirmation number. Thursday we received our reminder email with the cancelation policy reiterated. If we did not pick up the car by 11, our card would be charged and we would lose the reservation.
Friday at 10 am we went to the beastly BUDGET and were told they did not have our vehicle AND four other people were waiting for one ahead of us. But we have a reservation and a confirmation number. The woman actually said "Well what do you want me to do? We don't have the vehicle?" Not even an apology! So what are we to do? We need to leave in an hour and we have no vehicle. My husband calls corporate bullshitters at Budget to find the exact same response. No customer service what so ever and no compensation for our nightmare. Not even a nice apology. Simply cocky, arrogant sarcasm.
We are boycotting BUDGET and ask you to do the same. I have no recourse as a customer, except to stop using them. I plan on writing a poor review to EVERY online entity available to me as well as working on a letter to the editor. It will be time consuming but it will at least be something I can do.
So someone please help me ... what is the purpose of the reservation and the confirmation number?
Showing posts with label Customer Service. Show all posts
Showing posts with label Customer Service. Show all posts
Saturday, July 24, 2010
Friday, July 16, 2010
A Customer Service Lesson
My home phone has been down for three days. We have not had any issues with the phone until, surprisingly enough, the phone company came to repair the neighbor's problem. Do you see a potential connection?
The first day I just dealt with it. The second day I called Verizon. You should know I am switching my phone service so this is not a feel good customer service story. After traversing the automated voice commands, which included gathering all of my "essential" information, I waited on hold for 15 minutes to talk to a customer service rep. The first question was for my name and phone number. I just provided all that information to your automated response system. The csr's comment was that she did not have any of my information on her screen. Good thing I had to talk to the automated voice for the past 10 minutes. Moving right along, I proceed to answer about 100 more questions and finally am allowed to explain the problem. I have no dial tone and have not for two days. "Oh I cannot help you with that, I will need to transfer you to repairs, but first I would like to tell you about a special offer we are conducting to switch your internet and cable service".
Are you kidding me? The csr felt that I was primed for a sales pitch. Let's see why wouldn't I want to buy more services from you? I have been on the phone for 1/2 hour and have gotten nowhere. I have repeated the same information to an automated service as well as a person and will have to repeat it again most likely to the repair department. Most importantly, I have no phone service so one of your products does not work. How does this make me a prime sales prospect?
Kindly, I explain the error in her judgement and make it clear that now is not the time to sell me.
Off to repairs. Once again I answer the same questions and explain the problem. This lovely woman apologizes for my inconvenience and informs me she is checking the line now. After I few seconds, she tells me that the line is fine. Is there anything else she can do for me? WHAT? You haven't done anything for me. The line is not fine or I wouldn't be calling you! So she gives me the technical catch all and tells me to turn off all the phones, unplug them and let it rest for awhile.
It's been an hour on my cell phone and I am late for another appointment, so I say fine and hang up. Unplug everything and leave the house. Guess what? That did not fix the problem.
Now the third day, I call again. In speaking with the automated voice I find they have my record of my problem call and would be happy to schedule an appointment for me automatically. Twenty minutes with the automated voice, I think I am moving forward and then I am transferred to a csr who asks me the SAME DAMN questions I started with.
By now my cell phone is losing power and my head is ready to explode. No one can come out to fix the problem for 4 days and by the way it will cost $91 for the tech visit. (Why $91, they couldn't round up?) What are my options? I make the appointment.
Oh I know my options. Dump Verizon. I immediately call Time Warner Cable. Speak with one very bright and articulate sales guy, who will have my new service installed within the week and this will bring my monthly bill down by almost $60.
We have choices. Sure Verizon will not go out of business because I cancel my phone service (although I secretly hope they crumbling like a house of cards). But I feel better .
The first day I just dealt with it. The second day I called Verizon. You should know I am switching my phone service so this is not a feel good customer service story. After traversing the automated voice commands, which included gathering all of my "essential" information, I waited on hold for 15 minutes to talk to a customer service rep. The first question was for my name and phone number. I just provided all that information to your automated response system. The csr's comment was that she did not have any of my information on her screen. Good thing I had to talk to the automated voice for the past 10 minutes. Moving right along, I proceed to answer about 100 more questions and finally am allowed to explain the problem. I have no dial tone and have not for two days. "Oh I cannot help you with that, I will need to transfer you to repairs, but first I would like to tell you about a special offer we are conducting to switch your internet and cable service".
Are you kidding me? The csr felt that I was primed for a sales pitch. Let's see why wouldn't I want to buy more services from you? I have been on the phone for 1/2 hour and have gotten nowhere. I have repeated the same information to an automated service as well as a person and will have to repeat it again most likely to the repair department. Most importantly, I have no phone service so one of your products does not work. How does this make me a prime sales prospect?
Kindly, I explain the error in her judgement and make it clear that now is not the time to sell me.
Off to repairs. Once again I answer the same questions and explain the problem. This lovely woman apologizes for my inconvenience and informs me she is checking the line now. After I few seconds, she tells me that the line is fine. Is there anything else she can do for me? WHAT? You haven't done anything for me. The line is not fine or I wouldn't be calling you! So she gives me the technical catch all and tells me to turn off all the phones, unplug them and let it rest for awhile.
It's been an hour on my cell phone and I am late for another appointment, so I say fine and hang up. Unplug everything and leave the house. Guess what? That did not fix the problem.
Now the third day, I call again. In speaking with the automated voice I find they have my record of my problem call and would be happy to schedule an appointment for me automatically. Twenty minutes with the automated voice, I think I am moving forward and then I am transferred to a csr who asks me the SAME DAMN questions I started with.
By now my cell phone is losing power and my head is ready to explode. No one can come out to fix the problem for 4 days and by the way it will cost $91 for the tech visit. (Why $91, they couldn't round up?) What are my options? I make the appointment.
Oh I know my options. Dump Verizon. I immediately call Time Warner Cable. Speak with one very bright and articulate sales guy, who will have my new service installed within the week and this will bring my monthly bill down by almost $60.
We have choices. Sure Verizon will not go out of business because I cancel my phone service (although I secretly hope they crumbling like a house of cards). But I feel better .
Saturday, January 16, 2010
A Lesson in Customer Service
This is a public service notice. We are experiencing a severe lack of positive customer service. Do not fret I am here to help.
First, when I solicit you to perform a service, let's say DJ for a surprise party, you should not make me jump through hurdles because your website does not work as expected. I called, I met you and I filled out your online form. I even hand delivered a 2/3 down payment check for the service. Do NOT send me three emails stating you did not receive the form and tell me to complete it again, and again, and again. The fact that you already have all the information requested by the form only adds insult to injury.
Secondly, all interaction with a client or member for that matter should be pleasant. Let's say that I am a member of a club and I book a room for a surprise party. My phone messages should be returned in 24 hours not 5 days (if at all). When you do not return my calls but send me to an assistant that assistant should not act like he is bothered because I want his professional opinion on the number of wings to order. I am a fairly bright women and do not need condescending remarks or flippant jabs. Perhaps Mr. I-know-more-than-you party planner should consider if he would have a job were it not for people like me who waste their money on pretentious clubs.
For those of you who would like to see positive customer service in place, consider visiting Lee Lee's and allowing one of the beautiful women sales clerks to help you choose an outfit. Consider using (believe it or not) Debbie at AAA for your travel plans because she is knowledgeable, helpful and listens. Consider calling Dolci bakery to order a cake through Melissa who made me feel like she was thrilled to create a masterpiece for my party.
So many great examples but way too many poor ones.
First, when I solicit you to perform a service, let's say DJ for a surprise party, you should not make me jump through hurdles because your website does not work as expected. I called, I met you and I filled out your online form. I even hand delivered a 2/3 down payment check for the service. Do NOT send me three emails stating you did not receive the form and tell me to complete it again, and again, and again. The fact that you already have all the information requested by the form only adds insult to injury.
Secondly, all interaction with a client or member for that matter should be pleasant. Let's say that I am a member of a club and I book a room for a surprise party. My phone messages should be returned in 24 hours not 5 days (if at all). When you do not return my calls but send me to an assistant that assistant should not act like he is bothered because I want his professional opinion on the number of wings to order. I am a fairly bright women and do not need condescending remarks or flippant jabs. Perhaps Mr. I-know-more-than-you party planner should consider if he would have a job were it not for people like me who waste their money on pretentious clubs.
For those of you who would like to see positive customer service in place, consider visiting Lee Lee's and allowing one of the beautiful women sales clerks to help you choose an outfit. Consider using (believe it or not) Debbie at AAA for your travel plans because she is knowledgeable, helpful and listens. Consider calling Dolci bakery to order a cake through Melissa who made me feel like she was thrilled to create a masterpiece for my party.
So many great examples but way too many poor ones.
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