Experience Points0

Treating New Clients Better Than Existing

Submitted By: Susan Elcox
Company: Plantation Country Club, owned by American Golf  Company Rank: 0

The private golf club we belong to recently started advertising dues for new members that are below what current members are paying. When asked about the meaning of their strategy, they said that each time they sign a new member, it is their intent, working from the oldest existing member to the newest, to offer reduced monthly dues to existing members as well. There are roughly 300 members in this club and my husband and I are probably about #250 or so. My husband is so upset (about not be taken care of) that he is considering dropping out. He feels it is truly stinky to treat current member with disdain while potential new members get all the gain.

Permalink

 
Discussion(0)Start the DiscussionPosted on May 12th, 2011
Experience Points0

Owner

Submitted By: Susan Elcox
Company: Marketing Management Consultants  Company Rank: 0

The private golf club we belong to recently started advertising dues for new members that are below what current members are paying. When asked about the meaning of their strategy, they said that each time they sign a new member, it is their intent, working from the oldest existing member to the newest, to offer reduced monthly dues to existing members as well. There are roughly 300 members in this club and my husband and I are probably about #250 or so. My husband is so upset (about not be taken care of) that he is considering dropping out. He feels it is truly stinky to treat current member with disdain while potential new members get all the gain.

Permalink

 
Discussion(0)Start the DiscussionPosted on May 12th, 2011
Experience Points-1

Peter McManus

Submitted By: Hugh Mungus
Company: McManus Real Estate / Laing & Simmons Mosman Neutral Bay  Company Rank: -50.5

Stacey's constructed statement makes little sense. If Stacey was the client, and she saw Peter McManus in his car across the street, what was she frightened of? Does she call agents just to get pricing or is she lonely? And why did she then ring the client? Does she mean she rang the agent? Was she making these submissions after three days drinking alcohol? She probably votes Labor.

Permalink

 
Discussion(0)Start the DiscussionPosted on September 8th, 2010
Experience Points-100

KITCHEN, BATH

Submitted By: Michelle Ruiz
Company: NERCO CABINETS  Company Rank: -100

Paid for a bathroom cabinet in January 2010 $500.00 receive a closed box that I have to put together to find out was not what I order wait six (6) months for the owner of the company Nehemias Rivera to pick it up and have not received my money back. This company and owner are a scam

Permalink

 
Discussion(0)Start the DiscussionPosted on September 5th, 2010
Experience Points-100

Principal

Submitted By: Stacey Wartlow
Company: McManus Real Estate / Laing & Simmons Mosman Neutral Bay  Company Rank: -50.5

As well as Peter being horrible to every client he has come across, I recently asked that he and other agents appraise my home, I then saw him parked across the street. After seeing this I didnt contact him again as I thought this was very inappropriate behaviour. I then recieved an abusive message from the client. UNACCEPTABLE!!

Permalink

 
Discussion(1)Add to the DiscussionPosted on August 31st, 2010
Experience Points-1

Very bad place

Submitted By: Chris Barbers
Company: Asset Solutions  Company Rank: -1

Very sorry customer service. will never call you back. Sold me a bunch of non-working servers.

Permalink

 
Discussion(0)Start the DiscussionPosted on June 25th, 2010
Experience Points0

Business and Organization Consultant

Submitted By: Grant LeMahieu
Company: Grant LeMahieu,M.Ed  Company Rank: 0

Geek Squad/Best Buy: Repair my daughter's Dell Laptop.
-too laptop to local store to fix missing keys that fell off keyboard, and to repair hinge and cover that became binding on one corner.
-local Geeks sent to "Geek Central"
-"Geek Central" called us with estimate for those repairs and we approved, but we had to call our "Local Geeks" in order to do so!
-then, "Geek central" called to say they needed to put a new motherboard in for $400. Again, I could not call them back directly, I needed to call "local Geeks" who had to try and figure out what was going on.
-laptop processor worked fine at the store when we brought it in for repairs. It does only work on AC adapter which is fine for us.
-Now, I called to instruct "Local Geeks" to be my SERVICE AGENTS and tell them that if I can not have two way communciation with "Geek Central" then, I do not want them to call us anymore and want to work with the "Local Head Geek" only!
-I should have sent it direct to Dell...Arghhhh!!!

Permalink

 
Discussion(0)Start the DiscussionPosted on May 3rd, 2010
Experience Points0

Business and Organization Consultant

Submitted By: Grant LeMahieu
Company: Grant LeMahieu,M.Ed  Company Rank: 0

Geek Squad/Best Buy: Repair my daughter's Dell Laptop.
-too laptop to local store to fix missing keys that fell off keyboard, and to repair hinge and cover that became binding on one corner.
-local Geeks sent to "Geek Central"
-"Geek Central" called us with estimate for those repairs and we approved, but we had to call our "Local Geeks" in order to do so!
-then, "Geek central" called to say they needed to put a new motherboard in for $400. Again, I could not call them back directly, I needed to call "local Geeks" who had to try and figure out what was going on.
-laptop processor worked fine at the store when we brought it in for repairs. It does only work on AC adapter which is fine for us.
-Now, I called to instruct "Local Geeks" to be my SERVICE AGENTS and tell them that if I can not have two way communciation with "Geek Central" then, I do not want them to call us anymore and want to work with the "Local Head Geek" only!
-I should have sent it direct to Dell...Arghhhh!!!

Permalink

 
Discussion(0)Start the DiscussionPosted on May 3rd, 2010
Experience Points0

Customer Service

Submitted By: Vanessa M
Company: Spanair  Company Rank: -25

I booked a flight to Dominican from Stockholm.
They changed my flight to a day earlier and forced me to spend the night in Madrid. I said Ok, as long as I get compensated with a hotel. I called customer service 3-4 times to make sure they put a voucher in my file. After the 4th time they did. I called again to ask them to BOOK a hotel for me because I had a feeling all hotels would be booked (it was Dec. 23rd). They said, don't worry it will be fine, we will have a hotel for you.

I get to Madrid at midnight, 4 hours late. Spanair manager's send all 10 of us to our hotel. The shuttle to the hotel arrives and says "your stupid airline didn't check with the hotel, but its full... sorry."

All 10 of us go back up to the Spanair desk. No one is there. All 10 of us sleep on the floor. At 5am I am up to meed the Spainair manager from the night before. Although I am tired and super annoyed, he says he is sorry and then forces me to fill in a complaint form, a form that, as of yet, no one at Spanair has ever contacted me about. So, although we had not slept and were desperate to get to a hotel, they make us take 10 extra minutes to fill out this stupid form.

The Spanair manager assures us he will get us to a hotel. He tells us to wait 5 minutes and then passes us off to some desk clerk (who was already swamped with screaming customers) because his shift has ended. 5 minutes turns into 3 hours! Even though its 8 a.m we continue to insist that we want a hotel because our flight to Dominican is only at 3 p.m. The girl behind the counter continues to call the hotel booking center. When she is on the phone, she assumes I don't speak any Spanish (which I do) and bad talks me in front of my face.

As we continue to wait another hour. I decide to ask Spanair business lounge if we can wait there. I have done this before with other airlines. As long as your dressed nicely they usually are quite accommodating. The girl at the business lounge counter laughs at me. Literally! And says NO WAY.

The girl who was called for our hotel, finally tells us the shuttle is coming. We wait outside for 30 minutes. It doesn't come. She calls it again (rolling her eyes at us every time we ask). We wait another 20 minutes, the bus drives right by us. She calls it again. It finally picks us at 9: 30 a.m, 4 1/2 hours after the Spanair manager "passed the buck" to the busy girl behind the desk.

I have never, ever had such a horrible experience. Not least that they screwed up the hotel reservation. But that they were rude and irresponsible the whole way along. No one ever took responsibility for us.

PS. I have written to Spanair 3 times about this. This is the response I got:

"Dear Mrs. M.

We contact you regarding your letter you send us concerning the reservation you made with Spanair.

Regarding your claim and after have been requested information to the departure airport, we have been informed that they offered you an hotel voucher.

We wish to have the pleasure of welcoming you on board again in the near future, and we trust that your next flight with Spanair will fully live up to your expectations.

Sincerely,

Customer Relations Department
D - W12012010150132913/1-FRU"


I wrote to them explaining my experience. No one has ever replied.

Horrible airline. I will never fly with them again!

Permalink

 
Discussion(0)Start the DiscussionPosted on April 3rd, 2010
Experience Points-50

Customer Service

Submitted By: Vanessa M
Company: Spanair  Company Rank: -25

I booked a flight to Dominican from Stockholm.
They changed my flight to a day earlier and forced me to spend the night in Madrid. I said Ok, as long as I get compensated with a hotel. I called customer service 3-4 times to make sure they put a voucher in my file. After the 4th time they did. I called again to ask them to BOOK a hotel for me because I had a feeling all hotels would be booked (it was Dec. 23rd). They said, don't worry it will be fine, we will have a hotel for you.

I get to Madrid at midnight, 4 hours late. Spanair manager's send all 10 of us to our hotel. The shuttle to the hotel arrives and says "your stupid airline didn't check with the hotel, but its full... sorry."

All 10 of us go back up to the Spanair desk. No one is there. All 10 of us sleep on the floor. At 5am I am up to meed the Spainair manager from the night before. Although I am tired and super annoyed, he says he is sorry and then forces me to fill in a complaint form, a form that, as of yet, no one at Spanair has ever contacted me about. So, although we had not slept and were desperate to get to a hotel, they make us take 10 extra minutes to fill out this stupid form.

The Spanair manager assures us he will get us to a hotel. He tells us to wait 5 minutes and then passes us off to some desk clerk (who was already swamped with screaming customers) because his shift has ended. 5 minutes turns into 3 hours! Even though its 8 a.m we continue to insist that we want a hotel because our flight to Dominican is only at 3 p.m. The girl behind the counter continues to call the hotel booking center. When she is on the phone, she assumes I don't speak any Spanish (which I do) and bad talks me in front of my face.

As we continue to wait another hour. I decide to ask Spanair business lounge if we can wait there. I have done this before with other airlines. As long as your dressed nicely they usually are quite accommodating. The girl at the business lounge counter laughs at me. Literally! And says NO WAY.

The girl who was called for our hotel, finally tells us the shuttle is coming. We wait outside for 30 minutes. It doesn't come. She calls it again (rolling her eyes at us every time we ask). We wait another 20 minutes, the bus drives right by us. She calls it again. It finally picks us at 9: 30 a.m, 4 1/2 hours after the Spanair manager "passed the buck" to the busy girl behind the desk.

I have never, ever had such a horrible experience. Not least that they screwed up the hotel reservation. But that they were rude and irresponsible the whole way along. No one ever took responsibility for us.

PS. I have written to Spanair 3 times about this. This is the response I got:

"Dear Mrs. M.

We contact you regarding your letter you send us concerning the reservation you made with Spanair.

Regarding your claim and after have been requested information to the departure airport, we have been informed that they offered you an hotel voucher.

We wish to have the pleasure of welcoming you on board again in the near future, and we trust that your next flight with Spanair will fully live up to your expectations.

Sincerely,

Customer Relations Department
D - W12012010150132913/1-FRU"


I wrote to them explaining my experience. No one has ever replied.

Horrible airline. I will never fly with them again!

Permalink

 
Discussion(0)Start the DiscussionPosted on April 3rd, 2010
Experience Points-25

Delta Airlines: arrogant and short sighted

Submitted By: dana hurwitz
Company: dellta airlines  Company Rank: -25

Delta Airlines is indifferent to the customer experience...or worse.

Situation: Bad weather happens. They don't control the weather. But they do control how they respond to it, and could make the customer's life easier. That is, if they cared. (not!)

To wit: NYC, 3/13/2010: a huge rainstorm, 60MPH winds, forecasted for three days ahead of the event. All day, flights are being cancelled...cancelled...cancelled.

What does Delta Airlines do?

1. Cancel the flights early enough to save people the trip to the airport? NO

2. Cancel the flight before they do check in/ check luggage? NO

3. Have extra service people on hand at JFK to handle the HUGE lines once flight was cancelled, to help with rebooking? NO

4. Offer to move people to another carrier once their own flights filled up? NO

5. Help you get your luggage back? NO

I could go on, but why bother.

After all, they got me on a flight to London 3(THREE!) days later...

And, they told me to "trust them" with my luggage. Even though I had to leave the airport without it (because they couldn't figure out a way to retrieve it), they promise it will magically reappear on my flight to London 3 days from now (HAH! )

Wrap-up: 4 hours later, I am heading home-- $100 poorer (transportation), without luggage (probably gone forever), aggravated, cheated of 3 days of my trip...

I know, dear reader, this is an old story and you've heard it all before. Nothing new...people complain about poor airline service all the time.

BUt: much of my pain could have been avoided if Delta Airlines had anticipated and thought through their response from the customer's point of view. Is it that they don't care? Are they are incapable?

I will never fly Delta again!

Permalink

 
Discussion(0)Start the DiscussionPosted on March 13th, 2010
Experience Points-60

Invisible customer

Submitted By: Ann Brown
Company: Bread Garden  Company Rank: -60

I went into the local, brand new, Bread Garden - just want a coffee to go. Four staff in the cafe, one working the counter. This gentleman was making coffee for a customer. I stood there for 5 minutes without one person saying "I'll be right with you" or even offering a smile or a nod to acknowledge I was even there. I left!! Went round the corner to a little coffee shop I used to frequent and was greeted with "how are you - long time no see". Guess where I'm going in future!

Permalink

 
Discussion(1)Add to the DiscussionPosted on March 10th, 2010
Experience Points-40

Integration and Connecting Flights

Submitted By: Joseph Jaffe
Company: American Airlines  Company Rank: -40

I was flying from LAS to LGA via DFW trying to beat the impending snow in the Tri-State area.

Long story short, we were delayed by about an hour out of Vegas due to a late inbound flight and then apparently frost on the wings which needed to be de-iced (not sure why they realized when we were taxiing, but whatever...)

So we arrive at DFW at Terminal D, which is about 20 minutes away (!) from Terminal C (where I need to be) and it's going to be touch and go to make my connection.

I call Executive Platinum (twice) and ask them if they can call the gate and let them know that I'm on my way.

Bottom line: I arrive at the gate 7 minutes (roughly) before the flight is scheduled to leave. The plane is at the gate. The gate agent is nowhere to be found. I miss my flight.

Even though I was automatically rebooked, here's why I had a bad experience:
- I'm Executive Platinum and I expect more...
- Why couldn't the gate agent have held the flight for 2 or 3 minutes? Especially - Murphy's Law - when the flight leaves EARLY?
- why couldn't Exec Platinum have brought one of those golf carts to meet me at D gate?

Companies have *got* to connect the dots and transform challenges into moments of truth.

Permalink

 
Discussion(0)Start the DiscussionPosted on February 10th, 2010
Experience Points-50

Union Square BestBuy has Horrible Service

Submitted By: Bill Hanff
Company: BestBuy  Company Rank: -50

I have been to the new Best Buy on Union Square a few times, and have yet to have a good experience there. The staff sucks!

First time I went there, and was looking for a specific product, the 2 employees were standing there chatting, and as I approached the one holds his finger up to me while he finished what he the story he was telling to the other one. I would understand if he was helping another customer, but he was chatting with his friend! I had a finger of my own to share with him as I left the store to go shop somewhere else.

A few weeks later, I went there again, and the same thing, employees chatting and ignoring me until they had finished their conversation about taking their shoes off when they were working behind the counter (as if I needed to know that). Once they had finished their chat, I asked the guy where I would find the product I was looking for, and instead of really helping me, he half stood up, counted the isles, and said "it should be somewhere down isle 4". Gee, thanks for your effort and all your help.

Unbelievably bad service! If the store was not so conveniently located, I would never go in there again... as it is I will avoid it as much as possible.

Permalink

 
Discussion(0)Start the DiscussionPosted on February 9th, 2010