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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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SBH
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Member Since: 12/20/2004
Post Count: 2,479

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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/13/2020 11:46:24 AM 
I have to imagine that our AD wonders what she has gotten herself into by joining a program where "supporters" demand full refunds not only of monies invested in season tickets but also those paid to third-party providers - all during a global pandemic that has put the university's future in doubt.

It also must be a great surprise to her that a majority of fans have asked for a refund rather than a credit toward the next season. And that a paltry few recognized the extent of the financial emergency and simply donated the $200 or so toward the greater cause.

Congratulations on getting your $10 back. Epic win.

Last Edited: 11/13/2020 11:47:16 AM by SBH

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lovebobcat
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Member Since: 12/23/2004
Location: Cincinnati, OH
Post Count: 379

Status: Offline

  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/13/2020 6:35:33 PM 
SBH wrote:
I have to imagine that our AD wonders what she has gotten herself into by joining a program where "supporters" demand full refunds not only of monies invested in season tickets but also those paid to third-party providers - all during a global pandemic that has put the university's future in doubt.

It also must be a great surprise to her that a majority of fans have asked for a refund rather than a credit toward the next season. And that a paltry few recognized the extent of the financial emergency and simply donated the $200 or so toward the greater cause.

Congratulations on getting your $10 back. Epic win.



Haters gonna hate. Go ahead and rip me if you want. I'm a big boy and can take it.

I will repeat myself: This wasn't about getting my $10 back and never giving another dollar to the university. This is about the principle of this single transaction: I chose to spend money on goods or services that weren't provided, and then not all of that money was refunded. I could very well have decided to consider that missing $10 a donation. But I decide when and where I spend my money, and this was not MY decision being made. Plus, my request for the refund was originally met with an unsympathetic, hard-line stance.

I have given (and will give) OU a lot more money than this $10. But poor customer service was being exhibited, and I called it out and challenged this. I do not regret that.

Again: This ended with a positive resolution that made me feel my voice was heard and that I was valued as a supporter of this university. That's how I was hoping it would end. End of story.
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Alan Swank
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Member Since: 12/11/2004
Location: Athens, OH
Post Count: 6,209

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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/13/2020 6:51:30 PM 
SBH wrote:


It also must be a great surprise to her that a majority of fans have asked for a refund rather than a credit toward the next season. And that a paltry few recognized the extent of the financial emergency and simply donated the $200 or so toward the greater cause.



I don't think so at all. When I met with her for over an hour at an uptown coffee shop pre-Covid, one of the things we talked about was the culture of Athens related to OU athletics. People are used to getting things for next to nothing around here. When I first became a member of the Green and White Club board in 1996, a family membership was only $25. When Schaus forced us to close up shop 15+ years later, it was still only $100 and that included 6 tailgates a year plus the Ox Roast for your whole family.

Lots of folks gave up season tickets in basketball when they were forced to pay a per seat fee to buy a ticket. She was fully aware of these things and had done her homework. The curveball that she has been thrown is Covid. There is absolutely no one to call anywhere in American to ask for advice on "how did you handle this" because no one has.

When we come out of this I think you'll see that she is a very astute administrator. Her challenge will be working with a budget based on only 12,500 students paying student fees.


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bobcatsquared
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Member Since: 12/20/2004
Post Count: 3,048

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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/13/2020 8:25:54 PM 
Alan, is she going to reinstate the Green and White Club when we come out of this?
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PawPa
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Member Since: 12/1/2019
Post Count: 6

Status: Offline

  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/14/2020 9:06:37 AM 
My Bobcat Club also came in the mail yesterday. I agree that the " included goodies" was a nice touch. It's sad that none of my contacts with Ohio athletics will be in person this year.
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Alan Swank
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Member Since: 12/11/2004
Location: Athens, OH
Post Count: 6,209

Status: Offline

  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/14/2020 10:32:35 AM 
bobcatsquared wrote:
Alan, is she going to reinstate the Green and White Club when we come out of this?


I'm afraid that the Green and White Club will simply be a fond memory of a bygone era. Three things led to its demise - Schaus eliminated split the pot that helped to subsidize our activities (tailgates and the annual Senior banquet), he required folks to join the Bobcat Club in addition to the Green and White Club which drove some folks away on principle, and a change in university policy that added the burden on volunteers of having to serve the beer as opposed to the open tubs that we had successfully used for years.

In the end, we had a nice balance in our treasury that allowed us to establish a scholarship fund for students who put in many hours of volunteer work on behalf of the athletic department.

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BillyTheCat
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Member Since: 10/6/2012
Post Count: 6,632

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  Message Not Read  RE: poor customer experience with OU Athletics - ticket fees not refunded
   Posted: 11/15/2020 12:13:03 AM 
Alan Swank wrote:
bobcatsquared wrote:
Alan, is she going to reinstate the Green and White Club when we come out of this?


I'm afraid that the Green and White Club will simply be a fond memory of a bygone era. Three things led to its demise - Schaus eliminated split the pot that helped to subsidize our activities (tailgates and the annual Senior banquet), he required folks to join the Bobcat Club in addition to the Green and White Club which drove some folks away on principle, and a change in university policy that added the burden on volunteers of having to serve the beer as opposed to the open tubs that we had successfully used for years.

In the end, we had a nice balance in our treasury that allowed us to establish a scholarship fund for students who put in many hours of volunteer work on behalf of the athletic department.



Schaus did not anticipate not getting his hands on that treasury either. Score one for charters and bylaws.
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