Using TUG name gets RCI off the dime

[ampaholic]

I recently had a bad go round with RCI Points Partners (the website goofed my plane reservation) and I had to pay a $150 change fee with Alaska Airlines to correct the flight. :annoyed:

I went back to RCI Point Partners (www.rcitravel.com) and spoke to several people there including two supervisors with no joy - they refused to cover my loss even though they admitted it was their computer program that goofed. :annoyed:

I "hold a grudge like a nun" (to borrow a phrase from Cheech Marin) so I went to RCI.com and asked for a supervisor. :annoyed:

The supervisor was not able to comp me any cash or points - she even spoke to the Department Head about it and he said it was up to Points Partners to make me happy. :annoyed:

I mentioned that when I would be writing about this on the TUG BBS I would doubt people would be able to differentiate between RCI and RCI Points Partners as the bad guy.

Well - I was amazed at the turnaround - and just that suddenly she took care of it by crediting a coupon to my account to cover what I was out.

It's not cash - but just as good to me.

I was also very pleasantly impressed with how much mentioning I would be posting on TUG "moved" the conversation down the road.

So the takeaway is - make sure people in the timeshare industry know you have real clout - after all you are a TUG member.

 

[Egret1986]

Fantastic!

Good Job!!! Well Done!!!

 

[gnipgnop]

It pays to be a "name dropper" sometimes. Good for you ~ Way to go! Persistance pays off.

 

[amycurl]

Where's the "like" button on that?

That is awesome to know....now, the next test case will be to see if dropping TUG's name would have the same effect on disputes with II...

 

[dioxide45]

So it wasn't a case that they couldn't do it, they just didn't want to.

 

[ampaholic]

So it wasn't a case that they couldn't do it, they just didn't want to.

The RCI Points Partners supervisor wanted me to "just go away - sorry" the RCI supervisor was "oh I understand - but its a RCI Points Partners issue - you need to work with them - sorry".

They were both apologetic - and to be fair I never mentioned I was a TUG poster to RCI Points Partners.

The amazing part was how much mentioning TUG added "motivation" to the equation.

 

[Catira]

I recently had a bad go round with RCI Points Partners (the website goofed my plane reservation) and I had to pay a $150 change fee with Alaska Airlines to correct the flight. :annoyed:

I went back to RCI Point Partners (www.rcitravel.com) and spoke to several people there including two supervisors with no joy - they refused to cover my loss even though they admitted it was their computer program that goofed. :annoyed:

I "hold a grudge like a nun" (to borrow a phrase from Cheech Marin) so I went to RCI.com and asked for a supervisor. :annoyed:

The supervisor was not able to comp me any cash or points - she even spoke to the Department Head about it and he said it was up to Points Partners to make me happy. :annoyed:

I mentioned that when I would be writing about this on the TUG BBS I would doubt people would be able to differentiate between RCI and RCI Points Partners as the bad guy.

Well - I was amazed at the turnaround - and just that suddenly she took care of it by crediting a coupon to my account to cover what I was out.

It's not cash - but just as good to me.

I was also very pleasantly impressed with how much mentioning I would be posting on TUG "moved" the conversation down the road.

So the takeaway is - make sure people in the timeshare industry know you have real clout - after all you are a TUG member.

Glad it worked out for you.

 

[Dori]

I'm glad that things worked out for you. It's good to know that TUGgers seem to carry some weight with RCI.

Dori

 

[presley]

I will remember that!

 

[beach_bumz]

I love it!!!

I have had nothing but problems with RCI for years, but I can't give them up because I love their Mexico inventory....very frustrating!

I will remember this.

 

[chriskre]

I had a problem with Marriott vacation club several years ago when they wouldn´t honor their word. I mentioned to the sales department that I would put it on TUG and other TS forums about how they didn´t keep their end of the bargain and after making me wait 3 months for the MR points they got them credited immediately after that. Taught me that you have to play a little nasty if they get nasty with you. Good for you Rick.

 

[djs]

I had an issue with United Airlines recently where due to arriving in O'Hare late I missed my connecting flight back to Boston. They put me up for the night (no issue there) but the next day my flight back was on a Continential aircraft connecting through Newark. I had paid for the "Premier Travel" package which gave me two checked bags, Priority Security Line, Group 1 Boarding, and Economy Plus seating.

The Continential flights did not come with Priority anything (bags were still free, however I didn't have access to them for my overnight in O'Hare).

I sent an email to United Customer Service and recieved back a "sorry, you are not entitled to a refund" email from them. Then took it up a notch to the next email address the said I could write to but after 2 weeks I didn't get an answer. Earlier this week I sent an email addressed to Jeff Smisek (President of United) and in less than 24-hours I had recieved two responses and my issue was resolved.

This is great and all, as are the other two examples; but the bigger question is why we should have to name-drop or go through all the hoops to get what we are entitled to? It would be a way better story if we were able to post "hey, such and such was a great company they resolved my issue with no hassles whatsoever."

 

[ampaholic]

... but the bigger question is why we should have to name-drop or go through all the hoops to get what we are entitled to? It would be a way better story if we were able to post "hey, such and such was a great company they resolved my issue with no hassles whatsoever."

I think it boils down to 1. Authority as in: "never accept a no from anyone who can't say yes".

Higher ups have the authority to blow through rules and regulations to satisfy the underlying goal - "keep the customer happy".

and 2. Motivation as in "sorry but there is no downside to telling you "nicely" to go pound salt" at zero motivation up to "OMG you have clout and my ass will be in a sling if I don't fix this" at the ten motivation.

I would just say - that's the nature of human nature.