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

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

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lovebobcat
General User

Member Since: 12/23/2004
Location: Cincinnati, OH
Post Count: 513

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poor customer experience with OU Athletics - ticket fees not refunded

Posted: 11/5/2020 8:24:35 PM

***FINAL UPDATE TO ORIGINAL POST***

On Nov. 12, I received word my refund was granted. Please see my post later in this thread with the details.

Original post below:

I'd like to call out OU Athletics publicly here for a shameful customer experience.

I imagine all of you who bought football season tickets got an email within the last couple of days, outlining your refund. If you looked closely, $10 in "fees" were not refunded.

I called Ray Dixson, Assistant AD for Ticket Operations, and pointed this out. He said the fees went to a third-party ticketing portal and wouldn't be refunded to me. I insisted that I paid "X" amount for a service that wasn't provided, and that full amount should be refunded. Even if OU doesn't have that missing $10, it should consider the customer -- in this case, an alum who has supported OU Athletics -- and go about making this right for me. He firmly insisted the school would not be doing that.

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

My point: This isn't about me going broke; this is about the principle of the matter. If it takes the school making an exception on its ticket policy to make this right, it should. Those of you in the business world: Would you risk disenchanting a longtime customer/supporter/advocate just to save $10 in the short term?

Give me a call, Julie.

Last Edited: 11/12/2020 9:49:08 PM by lovebobcat

SBH
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Member Since: 12/20/2004
Post Count: 4,045

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

Posted: 11/5/2020 8:33:20 PM

Come on, man. We're all "sacrificing" during this emergency. The department is fighting for survival. If it's that big a deal, we can take up a collection.

lovebobcat
General User

Member Since: 12/23/2004
Location: Cincinnati, OH
Post Count: 513

Status: Offline

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

Posted: 11/5/2020 8:41:47 PM

Read my message again. I'm not going broke.

But the policy remains tone-deaf. Show me a little respect, Ray -- and $10 is very little -- if you want me to be pleased about the experience and feel like contributing many more dollars indefinitely in the future.

BillyTheCat
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Member Since: 10/6/2012
Post Count: 9,998

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

Posted: 11/5/2020 9:21:38 PM

SBH wrote:

Come on, man. We're all "sacrificing" during this emergency. The department is fighting for survival. If it's that big a deal, we can take up a collection.

I�m in, I�ve got $5 just for the principle of him not going broke, but needing his $10 in transaction fees back that went to the 3rd party.

OhioCatFan
General User

Member Since: 12/20/2004
Location: Athens, OH
Post Count: 14,351

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

Posted: 11/5/2020 11:04:55 PM

I understand his point. It's a matter of the principle. Though it was a lot more money, the university was technically not responsible for the cancellation of the Shamrock Bowl, which my wife and I were planning to go to and had paid for. The amount owed us when the bowl was cancelled was from the promoter, not the university. However, Rev. Dr. Charles J. Ping, didn't take a nano-second to make the command decision to use university contingency funds to give all who had paid to go to the bowl a full refund. I'm sure if Ping was still in-charge and issue was brought to him, he would authorize a refund in this case that would include the processing fee. He was a man of principle. We need more such people.

The only BLSS Certified Hypocrite on BA

"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

bobcatsquared
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Member Since: 12/20/2004
Post Count: 5,277

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RE: poor customer experience with OU Athletics - ticket fees not refunded (NT)

Posted: 11/6/2020 6:35:07 AM

Last Edited: 11/6/2020 6:35:56 AM by bobcatsquared

rpbobcat
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Member Since: 4/28/2006
Location: Rochelle Park, NJ
Post Count: 3,570

Status: Offline

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

Posted: 11/6/2020 8:28:28 AM

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.

Alan Swank
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Member Since: 12/11/2004
Location: Athens, OH
Post Count: 7,100

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

Posted: 11/6/2020 9:13:17 AM

I wonder how many people this actually affected? When the season was cancelled, I asked for a refund right away and because the tickets were bought during the "no fee" period, I received 100% of my purchase price. I wonder how few tickets were purchased that actually incurred a fee.

Bobcat Love's Sense of Shame
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Member Since: 7/30/2010
Post Count: 3,611

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

Posted: 11/6/2020 10:00:11 AM

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.

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.

SBH
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Member Since: 12/20/2004
Post Count: 4,045

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

Posted: 11/6/2020 10:20:37 AM

^^^^^

OhioCatFan
General User

Member Since: 12/20/2004
Location: Athens, OH
Post Count: 14,351

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

Posted: 11/6/2020 10:39:18 AM

SBH wrote:

^^^^^

It does appear that her opening statements about open communication and listening to input from all parts of the Bobcat Family *might* have been insincere rhetoric. Please note that reports of her lack of responsiveness to fans started before the pandemic. I'm still hoping that her tenure turns out well, and I'm not passing any kind of permanent judgement on her, but the early signs are at best somewhat problematic.

GoCats105
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Member Since: 1/31/2006
Location: Seattle, WA
Post Count: 7,174

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

Posted: 11/6/2020 10:45:28 AM

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.

OhioCatFan
General User

Member Since: 12/20/2004
Location: Athens, OH
Post Count: 14,351

Status: Offline

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

Posted: 11/6/2020 11:01:35 AM

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.

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?

rpbobcat
General User

Member Since: 4/28/2006
Location: Rochelle Park, NJ
Post Count: 3,570

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

Posted: 11/6/2020 11:20:01 AM

Bobcat Love's Sense of Shame wrote:

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

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.

I disagree.

At my company, either myself, or a member of my staff, respond to ever email or voicemail.

I feel that its common courtesy, and good business.

You may consider the OP's position "small", but obviously, they didn't.

That's how I look at it.
Maybe I don't look at a person's question, concern or complaint as "significant".
But they felt strongly enough about it to contact me.

They deserve, at the very least, the courtesy of a response.

I've found, in most cases, just the fact that they received a response, works wonders.
I've also found that, by speaking directly to someone, I can usually resolve most issues, amicably.

BillyTheCat
General User

Member Since: 10/6/2012
Post Count: 9,998

Status: Offline

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

Posted: 11/6/2020 11:26:01 AM

rpbobcat wrote:

Bobcat Love's Sense of Shame wrote:

Have you or half your staff been on furough?

Mike Johnson
General User

Member Since: 11/11/2004
Location: North Canton, OH
Post Count: 1,730

Status: Offline

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

Posted: 11/6/2020 12:25:11 PM

OhioCatFan wrote:

SBH wrote:

^^^^^

Yes, I emailed her twice before the pandemic and no reply.

The AD's unresponsiveness brings to mind an ancient anecdote. It was 1969 and I'd just begun my business career at General Electric in Schenectady, NY. A month after I was hired another young chap - Eli - was hired and occupied the next door office. He and I became life-long friends. Eli quickly got a reputation for not replying to phone messages (some of you might remember those pink messages slips)or replying to interoffice memos (remember those?). Well, one day Eli was opening incoming interoffice mail. When Eli sliced open one envelope he found a brief memo that read, "Thought you might want to use this." Taped to the message was a dime - the then cost of a pay phone call. Eli got the message.

Last Edited: 11/6/2020 12:31:35 PM by Mike Johnson

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

SBH
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Member Since: 12/20/2004
Post Count: 4,045

Status: Offline

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

Posted: 11/6/2020 12:59:47 PM

I invited Neil Young to my wedding back in 1987. Still haven't received his RSVP card.

Bobcat Love's Sense of Shame
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Member Since: 7/30/2010
Post Count: 3,611

Status: Offline

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

Posted: 11/6/2020 1:20:46 PM

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.

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.

Last Edited: 11/6/2020 1:29:33 PM by Bobcat Love's Sense of Shame

lovebobcat
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Member Since: 12/23/2004
Location: Cincinnati, OH
Post Count: 513

Status: Offline

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

Posted: 11/6/2020 2:06:10 PM

Bobcat Love's Sense of Shame wrote:

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.

Read my post again. I DID speak with Ray Dixson, who is in charge of ticket sales. I reached out to the AD only after being rebuffed by Dixson. And yes, when I didn't get a response from the AD, I posted this here for higher visibility.

Let's get back to the issue: Is it acceptable for a provider of a product or service to not refund the entire $$ amount when that product or service was not provided? In what other sector of the economy does a transaction that doesn't get fulfilled still cost you some money?

You all seem hung up on the dollar amount. If it had been $100 in fees not returned, you'd find fault with that. But because it's only $10, then it's completely acceptable? There should not be a threshold "acceptable" dollar amount. That's why this is a matter of principle. And does the timing of budget woes change whether this should be refunded? Sorry, I maintain it doesn't.

And when messages are not returned, then this becomes a matter of respect too.

Last Edited: 11/6/2020 2:10:58 PM by lovebobcat

Alan Swank
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Member Since: 12/11/2004
Location: Athens, OH
Post Count: 7,100

Status: Offline

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

Posted: 11/6/2020 2:08:29 PM

As you can see from these links, it's not uncommon to refund ticket fees when events are cancelled.

https://www.eventbrite.com/support/articles/en_US/Trouble...

https://www.theticketingbusiness.com/2020/05/07/debate-bo... /

Last Edited: 11/6/2020 2:10:35 PM by Alan Swank

rpbobcat
General User

Member Since: 4/28/2006
Location: Rochelle Park, NJ
Post Count: 3,570

Status: Offline

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

Posted: 11/6/2020 2:10:20 PM

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.

Last Edited: 11/6/2020 2:13:32 PM by rpbobcat

Bobcat Love's Sense of Shame
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Member Since: 7/30/2010
Post Count: 3,611

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

Posted: 11/6/2020 3:22:39 PM

lovebobcat wrote:

Bobcat Love's Sense of Shame wrote:

I don't disagree with the principle as it relates to the money itself. I think you're entitled to the refund.

But I think you showed a complete lack of principle in the way you publicly criticized two OU employees for something that may not even be in their control. You acted in a petty, entitled way in a public forum and named the names of private citizens. You basically left an angry Yelp review, named employees by name, and then talked about principle. In my book, you ceded the right to discuss principle through your approach.

lovebobcat
General User

Member Since: 12/23/2004
Location: Cincinnati, OH
Post Count: 513

Status: Offline

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

Posted: 11/6/2020 3:54:45 PM

Bobcat Love's Sense of Shame wrote:

C'mon... naming "private citizens"? The AD outranks the football coach, and I'm pretty sure I've seen the football coach's name mentioned on this board. The ticket manager is an assistant AD. And if they're in charge of ticket sales and budgets, then this is something that is in their control.

This is a public institution, and a rather large one. If these folks want to create policies like this, they need to be open to criticism, and the AD ought to be willing to return a message to discuss.

lovebobcat
General User

Member Since: 12/23/2004
Location: Cincinnati, OH
Post Count: 513

Status: Offline

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

Posted: 11/6/2020 4:17:41 PM

***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. He promised to call Monday.

This is in contrast to the firm denial I previously heard, and quite promising. I hope I am able to post an update Monday about a resolution. I will also add this update to the initial post on this thread for visibility there.

Bobcat Love's Sense of Shame
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Post Count: 3,611

Status: Offline

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

Posted: 11/6/2020 4:19:27 PM

lovebobcat wrote:

Bobcat Love's Sense of Shame wrote:

The "policy" they created was likely created with a couple of weeks notice when Covid led to the cancellation of the football season (and then the continued ban on fans attending). That warrants some empathy, in my mind. And given the circumstances, and that this fee was taken by a third party, nothing here makes me think that your reaction and public call out here is anything but petty.

We've all gotten angry at customer service folks, airline policies, etc. How often are you proud about it once you've calmed down?

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.

Last Edited: 11/6/2020 4:22:26 PM by Bobcat Love's Sense of Shame

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