Problems with Tour Guide Mike - where's the customer service

[timzagain]

My sister recently subscribed to Tour Guide Mike, based on the reviews here. However, it's now been about 3 weeks and she has not been able to use the site. Furthermore, she has sent several e-mails for assistance. She got one automated response with a promise to get back to her in 36 hours. It's been two weeks since she received the automated e-mail. To add insult to injury, she has since requested a full refund and has not been dignified with a response either.

To be honest, I am very embarrassed since I encouraged her to try TGM. It's not a huge sum of money, but no-one likes the feeling that they're been jerked around even if it's only to the tune of $21!

Has anyone else had problems with TGM?

 

[mjones73]

My sister recently subscribed to Tour Guide Mike, based on the reviews here. However, it's now been about 3 weeks and she has not been able to use the site. Furthermore, she has sent several e-mails for assistance. She got one automated response with a promise to get back to her in 36 hours. It's been two weeks since she received the automated e-mail. To add insult to injury, she has since requested a full refund and has not been dignified with a response either.

To be honest, I am very embarrassed since I encouraged her to try TGM. It's not a huge sum of money, but no-one likes the feeling that they're been jerked around even if it's only to the tune of $21!

Has anyone else had problems with TGM?

Not really, I've been on and off there a lot the past couple weeks wrapping up planning for my trip. What kind of problems is she having trying to use the site if you don't mind me asking?

Not sure what to tell you about the lack of response, does she have any kind of spam blocker on her e-mail that may be blocking responses from them? Not really sure, just tossing ideas out there.

 

[vicki_c]

Does she have a user name over there - if so, post it and I can send a message to one of the mods over there to look into it (and maybe a better description of the problem). If she hasn't even gotten that far, then I'm not really sure what to tell you. There's definitely no problem with the site, I'm on there all the time.

It's true, they can be slow in responding sometimes - but based on what you posted, I'm thinking something else seems to be going on - the automated responses wouldn't come from the exact same e-mail address as an individual response, and it sounds more like a spam blocking thing to me. Has she checked her junk mail in her e-mail account?

And there's no issue with getting your money back - I've only read a few people say they never got an answer or something, but TGM is really very good about refunding your subscription price if you're not happy.

 

[1stWDW]

I browsed around TGM because a friend had a subscription and it seemed difficult to navigate and find things again.
Not that your sister is going to want to listen to your advice again, but I just subscribed to RideMax and their customer support is amazing. I emailed 2 times about problems and they got back to me within 24 hours. (Even on Memorial Day)

 

[Dawn68PA]

Let me first say that I love TGM. I think it's wonderful for us planning obsessed and I learned a lot over there.

That being said, when I re-upped my subscription, there was a glitch and I was charged full price instead of the discount for repeat users.

I emailed for a refund of just the discount. 2 weeks later no response. I emailed again and did get a response that they will refund the difference. I haven't seen it yet, but it's only been a couple of days.

I would encourage your sister to email again and to be specific. They do want their customers to be happy.

 

[SaraJayne]

From what I've read here about TGM, I'm not surprised.

He is notoriously bad about customer service. Just search this forum for his name and you'll come up with all kinds of threads talking about the same thing.

I'm sorry your sister isn't getting the response she deserves. Maybe since you posted it here you'll get a faster response.

 

[Tam1067]

This is typical TGM "customer service." His fans love him, but I was not impressed. My email request for help was also unanswered, and that along with the outdated information on his website, prompted me to request a refund. It took three separate requests each more than a week apart before I got a reply that Mike was sorry and would refund my money--so tell your sister to just be persistent and keep emailing, but not to hold her breath.

 

[timzagain]

Thank you all for your responses. I have not subscribed to TGM myself - I used touringplans.com before, problem-free for less money! I've also got lots of free suggestions here and from our agent at Dreams Unlimited.

I'm sorry to hear that TGM has a reputation for poor service - how did I miss that?? That will teach me to recommend a service I haven't actually used myself.

 

[Mickeygolf]

This is typical TGM "customer service." His fans love him, but I was not impressed. My email request for help was also unanswered, and that along with the outdated information on his website, prompted me to request a refund. It took three separate requests each more than a week apart before I got a reply that Mike was sorry and would refund my money--so tell your sister to just be persistent and keep emailing, but not to hold her breath.

Why should she hold her breath? Didn't you just say you received your refund becasue you were not happy? And can anyone point out one time on this board where a person who requested a refund didn't get it? I'll admit it isn't the best system for customer service, but anyone and everyone who has ever requested a refund has been given one.

The folks who complain about TGM but have never taken the time to really see what it's all about and then complain are the ones that really make me laugh. It's like anything else, you hear all about the bad but you never hear enough of the good.

In reality, I'm happy more people don't take the time to use TGM. Less people using his advice means it works better for me.

Good luck to the OP and her sister. I hope she can figure out what is wrong or get her refund.

 

[eeyorepixie]

Seems funny that you have not had an answer

I love my TGM!!! I heard about TGM here and it was the best move I ever made!!! The combo of DIS and TGM is that of a very happy planner.

 

[disneyjunkie]

From what I've read here about TGM, I'm not surprised.

He is notoriously bad about customer service. Just search this forum for his name and you'll come up with all kinds of threads talking about the same thing.

I'm sorry your sister isn't getting the response she deserves. Maybe since you posted it here you'll get a faster response.

The vent threads I've read here have kept away from TGM.

 

[TourGuideMiKE]

My sister recently subscribed to Tour Guide Mike, based on the reviews here. However, it's now been about 3 weeks and she has not been able to use the site. Furthermore, she has sent several e-mails for assistance. She got one automated response with a promise to get back to her in 36 hours. It's been two weeks since she received the automated e-mail. To add insult to injury, she has since requested a full refund and has not been dignified with a response either.

To be honest, I am very embarrassed since I encouraged her to try TGM. It's not a huge sum of money, but no-one likes the feeling that they're been jerked around even if it's only to the tune of $21!

Has anyone else had problems with TGM?

We respond to every single email sent to our web site unless they are asking for personal opinions on subjects related to their itinerary planning or park touring plans. That's what the private forums are for, and honestly, there is no way I can respond to these type emails.

As for folks requesting refunds, I have absolutely no reason to keep any money from someone who is not satisifed with the web site, and I don't want to be perceived as making them to jump through hoops to get their money back. Frankly, I find these DIS posts just as frustrating because we do everything we can on our side to respond to these requests ASAP. The person who designed our "Contact Us" page, that's linked from every page in the entire web site down at the bottom -- where everyone else on the web puts these links, has assured me that it's able to be used by all browsers and computers. It's extremely simple coding.

You would be doing me a HUGE favor if you will please PM me with your sister's TGM username and I'll look her up personally and refund her money myself.

My personal feelings are that I do receive too many emails from people asking me for completely personalized planning, and all for the low purchase price for access to the TGM web site. We write them back with a politely worded response that practically 'begs' them to simply post their questions in the private AVP Forums and they'll receive multiple people there who are happy to help out with their personal needs. If they don't wish to do so, and want their money back, again, we respond to them in a timely manner and are happy to give it back. I have too many happy, satisfied guests using TourGuideMike.com to take anyone's negative opinions personally. Never have; never will, and I'll do my best to continue improving the site for everyone.

Please respond back, and anyone else can write me here if they want a refund too, and I'll get you taken care of. I'll keep checking my PM box here several times per day for the next few days ...

Sincerely,

Tour Guide Mike

 

[sus]

I have never used tour guide Mike but have thought about it for our next trip. After his personal (or their company's personal) response to this post, I think I might use them.

Nice to know they read these.

 

[OB1]

Surprised, but happy, to see Mike respond. Thanks for checking up on this and staying on top of important issues. I have always had good luck on the site, always been offered a special price to re-purchase after a trip, and received proper customer service. On a re-purchase, there is usually a 3-4 day gap before receiving a special code to buy in. His advice has been helpful and is a major reason that I enjoy the parks more than ever now.

 

[Tam1067]

Why should she hold her breath? Didn't you just say you received your refund becasue you were not happy? And can anyone point out one time on this board where a person who requested a refund didn't get it? I'll admit it isn't the best system for customer service, but anyone and everyone who has ever requested a refund has been given one.

The folks who complain about TGM but have never taken the time to really see what it's all about and then complain are the ones that really make me laugh. It's like anything else, you hear all about the bad but you never hear enough of the good.

In reality, I'm happy more people don't take the time to use TGM. Less people using his advice means it works better for me.

Good luck to the OP and her sister. I hope she can figure out what is wrong or get her refund.

First, I should not have had my first email which asked about when some very old information would be updated ignored. It was. I never received a response though I did get an automatically generated email from the site that my message would be answered--it never was.

Then, my first two requests for refunds should not have been ignored. Again, I did receive the automatic response so I know the emails were received by the TGM site. I waited a week between each response, to give them plenty of time to respond.

It was only after my third request--where I said it was my third request for a refund--that I did receive a response back and then eventually a refund. If you ask me, I shouldn't have to ask three times to get that money back guarantee.

So, yes, I'm glad I got the refund and that Mike stands by that guarantee. But good "customer service" does not ignore three separate emails by a customer.

I'm sure lots of people have been happy with his service, and that's great for them. I'm not knocking it if you like it or are happy with it.

I'm just saying that some of us (and I am not the only one who's posted on these boards about issues with the service) did not receive responses from him or his staff. And it seems the OP's sister is having similar issues that others have posted.

 

[TourGuideMiKE]

On a re-purchase, there is usually a 3-4 day gap before receiving a special code to buy in.

See, even this I find completely unacceptable. We respond to renewal requests on Mon - Fri, so I can justify the delay if someone just happens to right in the late afternoon of Friday and doesn't get responded to until Monday afternoon (even though I don't like it). No one should have to wait longer than that.

We are debuting TourGuideMiKE 3.0 to the public on October 4, 09, and it will include a built in renewal discount code generator for any past users of the site. (Current users will have access in September.) Our forums will be fully integrated as well so login issues for them should be minimized. So, no more waiting! The clouds cleared and the angels rejoiced.

So far I haven't received any PM's but I'll keep checking of course. I am truly sorry if anyone feels they have been ignored. As they say "perception is all that really matters ..."

 

[robinb]

The vent threads I've read here have kept away from TGM.

I have been a member of TGM off and on for years. I had a small glitch last year trying to access the forums but that was quickly solved.

 

[TourGuideMiKE]

First, I should not have had my first email which asked about when some very old information would be updated ignored. It was. I never received a response though I did get an automatically generated email from the site that my message would be answered--it never was.

Then, my first two requests for refunds should not have been ignored. Again, I did receive the automatic response so I know the emails were received by the TGM site. I waited a week between each response, to give them plenty of time to respond.

It was only after my third request--where I said it was my third request for a refund--that I did receive a response back and then eventually a refund. If you ask me, I shouldn't have to ask three times to get that money back guarantee.

So, yes, I'm glad I got the refund and that Mike stands by that guarantee. But good "customer service" does not ignore three separate emails by a customer.

I'm sure lots of people have been happy with his service, and that's great for them. I'm not knocking it if you like it or are happy with it.

I'm just saying that some of us (and I am not the only one who's posted on these boards about issues with the service) did not receive responses from him or his staff. And it seems the OP's sister is having similar issues that others have posted.

Tam1067, I'm on your side on these issues and I agree 100% with everything you wrote. I do apologize and I am restudying our site's communication process. We obviously have improvements that need to be addressed and I'm sorry you experienced these delays.

If you can, I would appreciate being PM'd your TGM username if you remember it. There is a database that records all communication sent via the Contact Us page and I'd like to have a look at yours as an example. If not, that's fine, and thank you for the feedback.

 

[P&B's Mom]

I am a very satisfied TGM customer. My mo signed up a few months ago and we couldn't figure out why her login worked to get into the site, but not the forums. It took a couple of days to get things straightened out, but everyone was very helpful and responsive. Glad to hear about the renewal "glitch" because I will be renewing in September for my June 2010 trip!

 

[heathermm]

Quote:
Originally Posted by OB1 View Post
On a re-purchase, there is usually a 3-4 day gap before receiving a special code to buy in.



I actually did a repurchase a few weeks ago and got the code in less than a hr. I was very impressed.