There are several thousand employees at Universal. The chance that the same Guest service coordinator had taken numerous complaints about one team member would be highly unlikely. Not to mention, actually remembering the name of the team member.
Ok, so, if this girl at Guest Services handled say 5 complaints prior to mine, and all the people mentioned the same name and same ride that the incident took place, you don't think a bell would ring in some one's head and they may remember other complaints?? I think any smart, intelligent person would remember, unless she didn't handle the other complaints... My assumption would be she handled several, and remembered them.. Unless, you are not giving Guest Services enough credit..
That is not correct. The request to cancel the contract must be in writing before the year ends. Once a new year starts on the pass, it is an automatic renewal for another year. Actually they did. I'm not assuming anything. It is not a month by month basis on the flex-pay even after the end of a year. It is a year by year basis.
Are you Guest Services? Are you a rep for Guest Services? Or are you someone who just visits the park? I am curious since you seem to know so much about how they operate. When I requested the AP cancelled, the girl at the desk told me it isn't something SHE had no access to. Her manager, who was already over by the desk actually had to put the request in. And she did. She asked me WHEN DID YOU BUY THE AP? When I told her April 2007, she said OK, NOT A PROBLEM. When I got home and called Guest Services to see if they could refund the money I was already paid, and expressed how I was shocked no one tried to even talk me out of cancelling the AP, the manager on the other end of the phone told me that the money couldn't be refunded (not a problem, I didn't press the issue since I already knew the money couldn't be, but it didn't hurt to try), and he also said that per the contract of FLEX PAY, I was able to cancel at anytime AFTER THE FIRST YEAR, which, in my estimation, October 2008 is after April 2008, so my first year was already up.. I wouldn't have been able to cancel the pass anytime during the first year according to Guest Services.. I would assume THEY know what they are talking about...
The only thing you said about the manager is that they didn't try to talk you out of canceling. I'm not sure what attitude they displayed. You never mentioned what they did. I'm sorry that you were talked down to by the attraction team member and you certainly did the correct thing by going into guest services. But when you said you "stormed" into guest services and was upset when they didn't try to talk you out of canceling, I just am missing what the attitude is. The GS manager is usually not called unless the GC coordinator wasn't able to resolve your problem for you. Your post stated that the regular GS person was doing a good job so I'm just not understanding why she called her manager to start with unless you were still upset with how she was handling things.
She wasn't called out by the person we were speaking with... That girl was handling everything just fine. The manager came out to speak with one of the other girls working the front desk, nothing related to my issue. I didn't hear much of what they were talking about, but it seemed like she was just reviewing something on their system. More than likely it was a work related question and nothing major. After I finished telling the girl what happened, the manager started waking toward the girl and asked her what we were complaining about. The girl said, ANOTHER COMPLAINT ABOUT THE TMs AT THE SIMPSON RIDE. The manager rolled her eyes, which I didn't think was meant for us. Especially since is was ANOTHER complaint. Manager asked if it was the same girl, and the GS rep said YES. Again, nothing major. However, the GS then told her how we were met with other attitudes from Margaritaville and the character escorts. The manager looked at us and asked me what the attitudes we received were. When I told her the other incidents, and how this wasn't the first time I was ever treated with such rudeness, she made one of those PFT sounds and told me they NEVER treat their guests with any disrespect. When I said, WELL THEY DID, she came back with a response of, WE FIND IT IS ALWAYS THE PERSON WHO COMPLAINS IS THE ONE WITH THE ATTITUDE. She said it rather rudely which didn't sit well with me obviously. After that comment, I requested the AP be cancelled. I felt, at that time, I wanted nothing to do with a park who thinks their guests are idiots. Which is how I was being made to feel, except by the girl who handled our complaint.
The manager took my AP and processed the cancellation, telling me I wouldn't be charged from here on out.
Edited to add: Please call Guest services at 407-224-4233 if you don't think they handled your situation correctly. They are there to help not to make you more upset.
I did call that number when I got back from my trip. I posted as much in the thread. Remember I said I gave it a shot to see if they would refund the money I already paid to the AP? Remember I said the manager on the phone told me they couldn't but, to make it up to me, he offered me two free tickets to the parks on my next trip? There is no sense calling the number again. Thanks for that number though. I did lose it the first time I had it.
I just may have to take them up on their two free tickets offer though....
Let me just add this: When I told the manager over the phone I was shocked no one tried to talk me out of cancelling the AP, he expressed a concern about that too. He said they don't want anyone to cancel their passes, and when someone does, the first response should always be to try to correct the situation. He asked me if I felt the manager tried to fix the situation, I told him no. I mentioned to him I fell like they don't want the business, or they have no business common sense. Common sense is to try to keep customers, not push them away. I mentioned how things got to the point where my friend even returned the HHN tickets. He apologized several times, which I felt was a true, heart-felt apology, unless someone was a great actor LOL, and he again told me they don't like to lose customers and they should have done anything in their power at GS to make amends. I told him maybe their way of making amends is pushing people out the gate for good, and that is when he said, LET ME DO THIS FOR YOU. LET ME OFFER YOU TWO FREE TICKETS FOR YOU AND YOUR FRIEND TO COME AND ENJOY THE PARKS. I WANT TO HELP YOU CHANGE YOUR OPINION ABOUT US, AND SINCE THEY DIDN'T WANT TO HELP YOU CHANGE YOUR MIND AT GS, I WILL MAKE THE GESTURE.
I thought that was very nice of him to do that. Since I had no plans for another vacation at that time, I couldn't give him a time frame. He said he would leave a note on my account, and all I had to do was call up prior to my trip and they would handle the request. I thanked him for his professionalism, for the tickets, and for his understanding, and we ended the call. Everything was cordial. A direct opposite of the attitude the manager displayed in GS at the park.
With this, I am done. Thank you all for listening. Have a happy 2009!!!