Forum Discussion

deandec's avatar
deandec
Explorer
Mar 29, 2014

Good Sam Running off existing members?

I received a letter dated March 4,2014 that said I had 7 DAYS to provide a new credit card number to continue my enrollment in the Automatic Renewal Program.

Of course, the letter arrived @ March 24, so the benefit must already have expired, but that was not explained to me in the following conversation. What a waste of member's postage costs.

So I called the number 1-800-234-3450 anyway about 3:00PM on Saturday the 29th. Someone with a name that sounded like Lateesha answered and had me verify all my personal info.

She asked if I wanted to renew and whether for 3 yrs, 2 yrs, or 1 yr for $22.50.

I then referred to the letter in front of me and indicated one year was indicated to be a 20% discount from the $25.00 annual renewal rate.

Lateesha said "Sir, I do not know the percentage rate but what I read here is $22.50."

I tried to explain that $22.50 was only a 10% discount not the 20% pitched in my letter but Lateesha did not seem to grasp the concepts.

Lateesha then said "Sir, do you want to renew or not?" I think I said something like "so you do not care if I renew or not, so no".

Lateesha thanked me for calling.

1. Why send a letter that arrives 10 days after the "Expiration Date" of the offer presented. What Company would do something so stupid?

2. Why offer a bigger discount than you will ultimately honor when the customer calls?

3. Are things so good at Good Sam that renewals are no longer important? If so, why send me the letter in the first place?

One inquiring mind would like to know............
Good Sam Club

10 Replies

  • peaches_cream's avatar
    peaches_cream
    Explorer
    Mar 30, 2014
    deandec wrote:
    Executive wrote:
    Inquiring minds want to know....if you received the past dated letter on the 24th why would you WAIT until the 29th, five days later, to call and expect some kind of 'reward'...just askin.....Dennis



    Dennis, I suspect with some additional effort, you could understand that at minimum I was honest with the timing description to Good Sam and perhaps the Company will learn something about their customer service because I posted my experience.

    Of course, you seized on that 5 day lapse to be critical vs understanding the real messages in the post. I think the leaders at Good Sam will do better than that.

    Whether my call was 5 days or 5 minutes after receiving the letter, 20 days had already elapsed. 13 days beyond the deadline. Perhaps GS was still open to the proposed renewal terms? So I called. What is the harm?

    I am sure with your customers, you would act to at least apologize for the error and resulting confusion (whether the customer was right or wrong)when talking to the customer.

    Perhaps you would even make an amenable response to make the Customer seem valued or forward the customer to someone who could take action.

    That conduct did not occur, or get even remotely close. The Company could benefit by learning of the event.

    It is generally understood that the majority of a Company's year over year annual revenue increase comes from their existing customers. Most successful Companies try to cherish the existing customer.

    Because I posted my experience, the powers that be at GS have some information about their front line performance that can be addressed.


    HUH :h
  • beemerphile1's avatar
    beemerphile1
    Explorer
    Mar 30, 2014
    deandec wrote:
    I received a letter dated March 4,2014 that said I had 7 DAYS to provide a new credit card number to continue my enrollment...


    I'm curious if you know the true expiration date of your membership. Good Sam is notorious for sending renewal notices many months in advance of the expiration date.
  • deandec's avatar
    deandec
    Explorer
    Mar 30, 2014
    Executive wrote:
    Inquiring minds want to know....if you received the past dated letter on the 24th why would you WAIT until the 29th, five days later, to call and expect some kind of 'reward'...just askin.....Dennis



    Dennis, I suspect with some additional effort, you could understand that at minimum I was honest with the timing description to Good Sam and perhaps the Company will learn something about their customer service because I posted my experience.

    Of course, you seized on that 5 day lapse to be critical vs understanding the real messages in the post. I think the leaders at Good Sam will do better than that.

    Whether my call was 5 days or 5 minutes after receiving the letter, 20 days had already elapsed. 13 days beyond the deadline. Perhaps GS was still open to the proposed renewal terms? So I called. What is the harm?

    I am sure with your customers, you would act to at least apologize for the error and resulting confusion (whether the customer was right or wrong)when talking to the customer.

    Perhaps you would even make an amenable response to make the Customer seem valued or forward the customer to someone who could take action.

    That conduct did not occur, or get even remotely close. The Company could benefit by learning of the event.

    It is generally understood that the majority of a Company's year over year annual revenue increase comes from their existing customers. Most successful Companies try to cherish the existing customer.

    Because I posted my experience, the powers that be at GS have some information about their front line performance that can be addressed.
  • Good_Sam_Care_T's avatar
    Good_Sam_Care_T
    Explorer II
    Mar 30, 2014
    Hello deandec,

    The auto-renewal price is $22 at the current time. Please call us back 1-800-234-3450 and refer to my notation from today's date. You were sent a special offer and we will honor that. As for your experience with calling us yesterday, I am forwarding this to the parties responsible for that area to look into this further.

    Ryan F
    Marcus' Rapid Response Team
    goodsamcs@goodsamfamily.com
  • Nutinelse2do's avatar
    Nutinelse2do
    Explorer
    Mar 30, 2014
    larry cad wrote:
    If history repeats, you will soon receive a call from Marcus Lemonus and this issue will get taken care of. Watch and see.


    Well on my most recent post about the w/d unit, Elizabeth wanted me to pm her, which I did, she asked for a response if I had anymore concerns, and she never answered me. Doubt of Marcus heard about mine, or the OP's issues. Good luck with that. Customer service is dying quickly.
  • Old-Biscuit's avatar
    Old-Biscuit
    Explorer III
    Mar 29, 2014
    Letter dated March 4th with a 'special offer' of 20% off and offer expires in 7 days......you got letter 3 days after offer expired and then call 5 days later looking for the special offer.

    I'm not a GS/CW cheerleader and granted....letter got to you too late. That was a screw up.
    You should have just put it thru the shredder as it was not valid anymore.
  • Executive45's avatar
    Executive45
    Explorer III
    Mar 29, 2014
    Inquiring minds want to know....if you received the past dated letter on the 24th why would you WAIT until the 29th, five days later, to call and expect some kind of 'reward'...just askin.....Dennis
  • Artum_Snowbird's avatar
    Artum_Snowbird
    Explorer
    Mar 29, 2014
    Hmmm,

    I received a letter dated March 3 that politely advised me that my credit card information needed to be updated. They tried to process the annual payment and it didn't work, although it was a process attempt three months in advance of the actual due date.

    I have had good service in the past, and I responded when I got the call. At that time I was offered a three year deal for $10 more than I would pay for two years on an annual basis if I paid up front for all three.

    Seemed good to me.. and I paid it, now no more letters for three years.
  • haste_maker's avatar
    haste_maker
    Explorer II
    Mar 29, 2014
    larry cad wrote:
    If history repeats, you will soon receive a call from Marcus Lemonus and this issue will get taken care of. Watch and see.

    If this is so???why would "Marcus Lemonus" allow this******to happen under the good name of "Good Sam"?
  • larry_cad's avatar
    larry_cad
    Explorer II
    Mar 29, 2014
    If history repeats, you will soon receive a call from Marcus Lemonus and this issue will get taken care of. Watch and see.

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