Worst customer service in 30 yrs of rving

[keepmotoring]

My niece is getting married in Orlando on 10/31/14. I had already looked online for Ft Wilderness and all campsites showed not available so called directly. After a 20 plus minute wait and giving all this info hung up. Tried again, having again to put all this info in and finally got a "live" person after 20 minutes.

She looked up the dates and said let me put you on hold and see what is going on because I am showing not available also. After being on hold another 15 minutes an automated voice comes on stating if I would like to do a survey press whatever. I didn't press expecting this "live" person to return. Instead it just hung up on me.

I called back not very happy and had to go back to entering all this info again. When I got another "live" person I told her I wasn't happy and told her I did not want to be put on hold again. She was nice enough to help me without putting me on hold. She wanted all my info again - really!!! My goodness why give all of this when you are on hold to have to repeat it again when talking to a "live person!! No they do not have anything - ok fine. I really don't care if we stay at Ft Wilderness or not. I told her I wanted to take the survey but if I do now, it will reflect on her and of course she hasn't done anything wrong so opt not to take the survey.

Called Tropical Palms, got a "live" person right off the bat, and she stayed with me the whole time, even though I could hear phones ringing in background. She took the time to really understand what type of site I wanted, made the reservation.

We have been rving 30 years and Ft Wilderness was the worst in trying to make a reservation. I was in the hospitality industry for 25 yrs so maybe I expect more. Would never go through this again!!

[keepmotoring]

Steve, not stressed, said bad customer service - that's it. Happy - got a better place at a better price!!! You chill - I'm chilled - just bad customer service - get it!!!!

[keepmotoring]

Bigdogger, 1st off, yes I did check in Nov and the online system said not available. Niece over here Christmas, said she didn't think they took res this early for Oct. That would indicate to me why it said not available. check again today, said not available. Called to find if to early. When called asked the question if to early. That's when 1st person didn't know and put me on hold for the reservation system to hang up on me. so didn't get my answer. So had to call back. So what did I do wrong?????

[Steve_S1]

I'm thinking that getting stressed out like this over a simple call can cause heart attacks.
I for one couldn't go through life getting mad about simple things like a reservation let alone having to post it.
Chill out and enjoy life.

[bigdogger]

keepmotoring wrote:
bigdogger, why was I crossing into mad territory. Why should I be asked over and over again to either put my info in (phone #, address, zip code, etc) with the automated and again with the live person. I could care less if we stay at Ft wilderness, just wanted to know if they had dates available. Trying to find if dates were available was a PIA. That's all I cared about. I shouldn't have to spend an hour to know if dates are available. If not available, I'll make a call to another campground. Don't care where we stay, not going to be dong anything except wedding related.

Because you were told three times there was no availability. Once by the online system, second by the first person and third by the second person. You would have been just as mad if every time on your phone calls you got a "sorry, full" response after 2 seconds. You would have thought they didn't even try. As for re-entering information, welcome to the 21st century, happens all the time with most every big company.

[Dog_Folks]

keepmotoring wrote:
bigdogger, why was I crossing into mad territory. Why should I be asked over and over again to either put my info in (phone #, address, zip code, etc) with the automated and again with the live person. I could care less if we stay at Ft wilderness, just wanted to know if they had dates available. Trying to find if dates were available was a PIA. That's all I cared about. I shouldn't have to spend an hour to know if dates are available. If not available, I'll make a call to another campground. Don't care where we stay, not going to be dong anything except wedding related.

There has to be some campgrounds near your wedding functions that are nice, without paying the high prices at Fort wilderness. If you don't use what is inside Fort Wilderness, you certainly will not get your moneys worth.

[keepmotoring]

bigdogger, why was I crossing into mad territory. Why should I be asked over and over again to either put my info in (phone #, address, zip code, etc) with the automated and again with the live person. I could care less if we stay at Ft wilderness, just wanted to know if they had dates available. Trying to find if dates were available was a PIA. That's all I cared about. I shouldn't have to spend an hour to know if dates are available. If not available, I'll make a call to another campground. Don't care where we stay, not going to be dong anything except wedding related.

[Terryallan]

bigdogger wrote:
There is bad customer service and there is being mad because you don't get what you want. Think the OP may have crossed into mad territory.

Nah. Sounds like bad service to me. They should have been able to tell him in person, if they were full or not in less than 2 minutes. and a automated phone. Is not service. That is poor service in every sense of the term.

[Steeljag]

I have got to say, with all the times we've stayed at FW, it's been pretty smooth. Granted we've used the online system. We've had a few issues trying to book groups on a single loop, but nothing we could not work out.

[Dog_Folks]

WOW. I would certainly expect more from Disney World.

[sch911]

Were you calling the Disney 800 reservations line or were you trying to call FW directly?

The 800 reservations line is what you want....

[amandasgramma]

Bumpyroad wrote:

amandasgramma wrote:
if you have a customer unhappy with the check-in or check-out times, ask WHY other hours are so important to him.....maybe he has extenuating circumstances and just maybe you can HELP him.

I see absolutely no reason why the attendant had to "justify" the check in and check out hours. I have asked for and gotten an extra hour or so if necessary, but if not I would just obey the written requirements, not thinking I somehow was entitled to a variance. too much entitlement now a days anyhow.
bumpy

Not saying they should change, but the way the customer was asking and what was being said put the KOA staff member in a bad light. The customer WAS out of line.....however, she didn't handle it well.

[bigdogger]

There is bad customer service and there is being mad because you don't get what you want. Think the OP may have crossed into mad territory.

[Bumpyroad]

amandasgramma wrote:
if you have a customer unhappy with the check-in or check-out times, ask WHY other hours are so important to him.....maybe he has extenuating circumstances and just maybe you can HELP him.

I see absolutely no reason why the attendant had to "justify" the check in and check out hours. I have asked for and gotten an extra hour or so if necessary, but if not I would just obey the written requirements, not thinking I somehow was entitled to a variance. too much entitlement now a days anyhow.
bumpy

[magnusfide]

Feel your pain. We shouldn't roll over when there's bad customer service. Definitely bypass those cgs and vote with your wallet for better cgs.

[amandasgramma]

Bad service happens, that's for sure. Did you happen to see the tv show Undercover Boss yesterday? They did one on the KOA campgrounds. The first site the boss visited (undercover, of course) had a receptionist that, personally, i would have fired on the spot if she were in my employ. Her response to an angry customer was unbelievable! Yet, the "boss" thought she did a great job. !!! ARRRGH....no, if you have a customer unhappy with the check-in or check-out times, ask WHY other hours are so important to him.....maybe he has extenuating circumstances and just maybe you can HELP him. These are franchises, you CAN help people and extend exit times or entrance times. But, no.....she argued with him and hung up......unbelievable...... I'm with you keepmotoring, I expect more, too.