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Topic:  RE: poor customer experience with OU Athletics - ticket fees not refunded

Topic:  RE: poor customer experience with OU Athletics - ticket fees not refunded
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lovebobcat
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Location: Cincinnati, OH
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/6/2020 4:28:13 PM 
Bobcat Love's Sense of Shame wrote:

And beyond that, I still think it's hilariously entitled that you think the AD ought to return your call about the "principle of the $10" they owe you. Congrats, on becoming the Paperboy in Better off Dead.


See the post above this. I did, in fact, just get a return call from an assistant AD.
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Bobcat Love's Sense of Shame
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/6/2020 4:35:24 PM 
lovebobcat wrote:
Bobcat Love's Sense of Shame wrote:

And beyond that, I still think it's hilariously entitled that you think the AD ought to return your call about the "principle of the $10" they owe you. Congrats, on becoming the Paperboy in Better off Dead.


See the post above this. I did, in fact, just get a return call from an assistant AD.


Congratulations.
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Ohio69
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/6/2020 5:24:51 PM 

Goodness. If you a reading this Ray Dixson, some buddies I told about this post are gonna figure out how to drop off a bottle of bourbon for you. Thanks for what you do for all us Bobcats Ray.




Can somebody hit a pull up jumper for me?.....

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BillyTheCat
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/6/2020 9:00:35 PM 
rpbobcat wrote:
BillyTheCat wrote:


Have you or half your staff been on furough?


As the owner of a company,which is classified as an essential business,I have had to be at work everyday,since day 1 of the pandemic.

During NJ's lock down,I was forced to furlough (partially/fully) all of my employees.

75% were given reduced hours.
The rest were furloughed completely.

As of today,75% of my employees are still on reduced hours.
The remaining 25% are back to full time.

Oh,and during that period,we still returned every call and/or email.



Great for you, OHIO Athletics staff is not 95% of them “essential employees”, some have been laid off for up to two months and some just getting back in the past 2-3 weeks. Not reduced hours, no hours and no pay.
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OhioCatFan
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Location: Athens, OH
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/6/2020 9:28:55 PM 
Bobcat Love's Sense of Shame wrote:
OhioCatFan wrote:
GoCats105 wrote:
Bobcat Love's Sense of Shame wrote:
rpbobcat wrote:
lovebobcat wrote:


I left both a voice mail and email for Julie Cromer and have not heard back.

Give me a call, Julie.


Several people,including myself, have posted about the lack of communication/responsiveness from the Athletic Department,including the A.D.

I know I've sent Ms Cromer several emails, and never got a response.

I understand that,at times, she may have too much on her plate to get back to someone.

But,there's no reason someone on her staff couldn't.

Then again,despite repeated assurances,I have yet to receive my Bobcat Club Membership Card.




I, for one, think it's a very good sign that Ms. Cromer is ignoring that voicemail.

We're in the midst of a financial crisis that threatens the future of Ohio University and it's athletic department. Returning a voicemail from an alumni who wants a $10 refund from a third party isn't a good use of our athletic director's time.

I'd argue that people here expecting her to reach out to them about something so small speaks more to their own entitlement than it does to the responsiveness of the athletic department.





+1


This is crazy thinking. Asking for all of your money back for a service not delivered is certainly not an indication of an "entitled" attitude. Why such condescension? Why are you "sitting in the seat of the scornful" and engaging in personal attacks instead of looking at this issue on its merits or lack thereof? He said it was more a matter of principle than of the amount of money involved. So, why don't you talk about your perceptions of the principle involved and not your assessment of the individual making the statement?


First things first, the initial poster here engaged in a personal attack against Julie Cromer and another OU employee. He literally called both out by name, and made a public criticism about her lack of responsiveness. So I'm not sure how you're in any position to accuse others of "sitting in the seat of the scornful" and speak up against personal attacks given your defense of that initial post.

That's how this started. With a personal attack directed at somebody who had nothing to do with the transaction in question. It ended with "Give me a call, Julie." The implication being that the public attention he intended to give this minor slight would force her hand.

Meanwhile, what's actually happened is a third party company took $10 from somebody. He reached out to the Athletic Director at the wrong party -- not somebody involved in ticket sales, or somebody with any role in the transaction -- demanding her attention, and when he didn't get it, he publicly posted about the injustice and called her out by name.

Because of $10.

Forgive me for not seeing this as a cause worth rallying around. It mostly just seems petty and -- yes -- entitled. He didn't get his $10, so he publicly demands penance from the person in charge.




I would not call lovebobcat's original post a personal attack. He did mention the AD and assistant AD by name. They have high-profile positions and are certainly fair-game for public comment and criticism. This is far different, IMHO, from you attacking the integrity of a fellow poster on BA and essentially calling him some kind of entitled brat. You usually pride yourself in sticking to issues. This time I don't think you did that.


"It is better to be an optimist and be proven a fool than to be a pessimist and be proven right."

Note: My avatar is the national colors of the 78th Ohio Veteran Volunteer Infantry, which are now preserved in a climate controlled vault at the Ohio History Connection. Learn more about the old 78th at: http://www.78ohio.org

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ytownbobcat
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/6/2020 10:34:02 PM 
I am still sitting on $3500 worth of Rolling Stones tickets from the "postponed concert" from July 2020. Bought them March 2020. Those tickets will have a birthday soon.
In my opinion on the $10.00 "principle" I say let it go.
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Mike Johnson
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Location: North Canton, OH
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/7/2020 9:20:05 AM 
ytownbobcat wrote:
I am still sitting on $3500 worth of Rolling Stones tickets from the "postponed concert" from July 2020. Bought them March 2020. Those tickets will have a birthday soon.
In my opinion on the $10.00 "principle" I say let it go.


Ditto re letting it go.


http://www.facebook.com/mikejohnson.author

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Alan Swank
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/7/2020 10:17:13 AM 
It's interesting how opinions on this matter have kind of played out along generational lines. It seems - and I could very well be wrong - but those of us of Medicare age see this as a bigger deal than those still in the work force.

My dad was a Kroger manager in NE Ohio for 38 years and taught me a thing or a million about customer service. He was never one to subscribe to the theory that "the customer is always right." Instead, he and i to this day believe that the customer is worth listening to.

It's funny that it took a department employee seeing a developing conversation on social media before a response was offered to a customer concern.

In the end, this isn't about $10 bucks. It's about the perception of customer care or lack thereof. Lately, the univesity as a whole has demonstrated a general lack of understanding of the wants and needs of their customers, the tax payers of the state of Ohio.

Here's the edit. After talking with one of the leading folks in the world of sports and entertainment and OU sports ad grad from the 80s, this is/was a common situation across the country. Several take aways from our conversation - where ticketing actually occured (tickets processed and delivered), Ticketmaster, LiveNation, etc. actually incurred costs. In those cases, the hosting organization might very well extend an olive branch for next year in terms of "comps" such as double the value (in this case $20) in Bobcat Bucks redeemable for concessions at the stadium.

At the end of the day, the great fear in the industry is that some folks who lived without sports this year may not come back next year. Retaining their loyalty and getting them back i their seats next year is priority number one.

Last Edited: 11/7/2020 6:58:28 PM by Alan Swank

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Ohio69
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/7/2020 6:57:16 PM 
The university that US News just named the best value in the state? Ignoring tax payers? Good grief. Such over the top declarations.

Recently two restaurants in Athens didn’t give me all the takeout food I ordered. We love both places. Pre-covid visit them very often. During covid make sure to keep trying to support them. Easily “lost” more than $10. We didn’t go online and rip them a new one. Decided to give our favorite places a break. Realized they are working hard in a extremely tough environment. Guess we’re weird.....





Last Edited: 11/7/2020 7:16:55 PM by Ohio69


Can somebody hit a pull up jumper for me?.....

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Alan Swank
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/7/2020 10:34:13 PM 
Ohio69 wrote:
The university that US News just named the best value in the state? Ignoring tax payers? Good grief. Such over the top declarations.

Recently two restaurants in Athens didn’t give me all the takeout food I ordered. We love both places. Pre-covid visit them very often. During covid make sure to keep trying to support them. Easily “lost” more than $10. We didn’t go online and rip them a new one. Decided to give our favorite places a break. Realized they are working hard in a extremely tough environment. Guess we’re weird.....







Not at all but it is good to see you back on Bobcatattack. The university needs to wake up to the fact that there are choices just as there are restaurant choices. When schools like BG have long lines to get in, you can walk right into OU right now and get a choice table by the window.

Last Edited: 11/7/2020 10:37:55 PM by Alan Swank

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BillyTheCat
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 7:16:20 AM 
Ohio69 wrote:
The university that US News just named the best value in the state? Ignoring tax payers? Good grief. Such over the top declarations.

Recently two restaurants in Athens didn’t give me all the takeout food I ordered. We love both places. Pre-covid visit them very often. During covid make sure to keep trying to support them. Easily “lost” more than $10. We didn’t go online and rip them a new one. Decided to give our favorite places a break. Realized they are working hard in a extremely tough environment. Guess we’re weird.....







Just curious thoug, did you call the establishments and explain the mistakes and give them a chance to make things right?
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SBH
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 8:09:40 AM 
lovebobcat wrote:
***UPDATE***

Just after 4 p.m. today, I received a call from an assistant AD, on behalf of the AD. He heard me out, explained the school's position, and said he would speak again with the AD and try to find an amicable solution.



And if they don't offer an "amicable solution," what's your next step? A major press conference at Four Seasons Total Landscaping?

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Alan Swank
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 8:34:59 AM 
SBH wrote:
lovebobcat wrote:
***UPDATE***

Just after 4 p.m. today, I received a call from an assistant AD, on behalf of the AD. He heard me out, explained the school's position, and said he would speak again with the AD and try to find an amicable solution.



And if they don't offer an "amicable solution," what's your next step? A major press conference at Four Seasons Total Landscaping?



Landscaping? Have you seen the condition of the Devil Strips in Athens?

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ytownbobcat
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 9:33:09 AM 
Swank brings up a good point. Any business needs to consider that when COVID days are over that maybe not everything returns to pre COVID norms.
Travel, conferences, dining and entertainment all are going to be forever changed. Why not collegiate sports preferences and their importance to individuals?
I think we are doing brand damage to the MAC and Ohio athletics by the paltry schedule and lack of energy for this season. The 5 or 6 missing players and lack of explanation adds to my frustration. With Frank leaving soon, our football brand will be forever changed. Will it ever return to pre COVID stature?
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Ohio69
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 10:42:46 AM 

BGSU sure is in an enviable position right now with its tuition level and institutional size. Hopefully OU can keep improving on that value message. The current and future regional and national battle for students is going to be extremely tough and fascinating to follow.


Can somebody hit a pull up jumper for me?.....

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BillyTheCat
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 12:33:04 PM 
Ohio69 wrote:
BGSU sure is in an enviable position right now with its tuition level and institutional size. Hopefully OU can keep improving on that value message. The current and future regional and national battle for students is going to be extremely tough and fascinating to follow.



Do you think OHIO is truly a “value”
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Alan Swank
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 1:11:59 PM 
Ohio69 wrote:
BGSU sure is in an enviable position right now with its tuition level and institutional size. Hopefully OU can keep improving on that value message. The current and future regional and national battle for students is going to be extremely tough and fascinating to follow.



Not sure how we are predicting a decline in undergraduate Athens enrollment between now and 2024 - 14,399 this year dropping to 12,633 in 2024 - when the number of high school graduates is expected to rise during that time period.

https://www.insidehighered.com/news/2016/12/06/high-schoo...

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SVAC83
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 8:52:38 PM 

I didn't even know they were offering refunds on season tickets i was told when season was first cancelled that i would have choices in a few days and have not gotten even a email since i don't believe.
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OhioCatFan
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/8/2020 11:23:46 PM 
SVAC83 wrote:
I didn't even know they were offering refunds on season tickets i was told when season was first cancelled that i would have choices in a few days and have not gotten even a email since i don't believe.


I was contacted, don't remember the details, and opted to have a credit toward next year, if I could not attend this year.


"It is better to be an optimist and be proven a fool than to be a pessimist and be proven right."

Note: My avatar is the national colors of the 78th Ohio Veteran Volunteer Infantry, which are now preserved in a climate controlled vault at the Ohio History Connection. Learn more about the old 78th at: http://www.78ohio.org

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Alan Swank
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/9/2020 8:44:06 AM 
OhioCatFan wrote:
SVAC83 wrote:
I didn't even know they were offering refunds on season tickets i was told when season was first cancelled that i would have choices in a few days and have not gotten even a email since i don't believe.


I was contacted, don't remember the details, and opted to have a credit toward next year, if I could not attend this year.


I got a phone call giving options - rollover till next year, use them in the upcoming spring season, donate the money to the obc, or take a refund. It was back in late August or early September.

Last Edited: 11/9/2020 8:45:43 AM by Alan Swank

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SVAC83
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/11/2020 4:52:17 PM 
i finally got a email today outlining my choices.
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OhioCatFan
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/11/2020 9:05:46 PM 
I got it too. As I said, I had been given two of the choices earlier, and had opted for the credit-toward-next-year option. Now, with the third option in play, I decided to let them treat it as a donation. My wife thinks it was a dumb move and that I'm rewarding bad behavior on the part of the athletic department. I guess time will tell.


"It is better to be an optimist and be proven a fool than to be a pessimist and be proven right."

Note: My avatar is the national colors of the 78th Ohio Veteran Volunteer Infantry, which are now preserved in a climate controlled vault at the Ohio History Connection. Learn more about the old 78th at: http://www.78ohio.org

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Old Zone
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/11/2020 10:00:38 PM 
[QUOTE=SBH] I invited Neil Young to my wedding back in 1987. Still haven't received his RSVP card.

He came to mine.

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lovebobcat
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/12/2020 9:46:47 PM 
***RESOLUTION***

I received a call back today from Associate AD Michael Stephens. He said my request generated a lot of discussion in the department. The decision was made to grant the refund of my fees. He made clear this was not a unilateral change in ticketing policy but rather consideration of this specific case.

He was considerate and gracious, and I expressed appreciation for that.

Many of you have asserted that I shouldn't have made a public issue of this. Though I love my school and the athletic teams, they shouldn't be exempt from criticism. And the way my initial request was handled (followed by a couple days of silence before my message was returned) was quite off-putting. The subsequent communication and outcome have restored my belief that I am valued and that my voice is heard.

I will be happy to continue supporting the Bobcat Club and cheering hard for our teams.
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rpbobcat
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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/13/2020 6:52:55 AM 
rpbobcat wrote:

Then again,despite repeated assurances,I have yet to receive my Bobcat Club Membership Card.



Gonna title this post "Credit Where Credit Is Due".

Yesterday I got my Bobcat Club Membership Club Packet.

They did a real good job of dealing with a tough situation.

The Packet included,in addition to a Membership Card:

1.Ohio Face Mask

2.Cut outs of Roofus and Coach Solich
(So you can watch the games with them on T.V.)

3.A packet of microwave popcorn
(Since you can't get it at Peden this season)

Nice touch !


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