Another epic fail from UAs crack IT team
Jul 17, 2011, 9:30 pm
#1
Original Poster
Join Date: Jul 2004
Location: SNA
Programs: AA EXP, UA 1K (until it expires then never again), *wood Plat, Marriott Gold
Posts: 9,239
Another epic fail from UAs crack IT team
So I wrote to 1KVoice about an issue and they actually responded in only 3 days, the reply was obviously not a canned responce and for the most part addressed my compliant, but they also asked me to send them the ticket numbers in question as they could only find 1 of them. Sure no biggie, I send off the email and what do I get back:
Your CS mailbox is full, wow way to go UA IT. Are they getting that many complaints or do they have a low mail box limit, and who puts a quota on a CS mailbox. Talk about stupid.
Your message did not reach some or all of the intended recipients.
Subject: RE: United Airlines -Ref#: XXXXXXX
Sent: 7/18/2011 12:26 PM
The following recipient(s) cannot be reached:
CustomerSolutions on 7/18/2011 12:26 PM
The message could not be delivered because the recipient's mailbox is full.
<D1VS3.D1.USA.NET #5.2.2>
Subject: RE: United Airlines -Ref#: XXXXXXX
Sent: 7/18/2011 12:26 PM
The following recipient(s) cannot be reached:
CustomerSolutions on 7/18/2011 12:26 PM
The message could not be delivered because the recipient's mailbox is full.
<D1VS3.D1.USA.NET #5.2.2>
Jul 17, 2011, 9:32 pm
#2
Join Date: Jan 2007
Location: Bellingham/Gainesville
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Posts: 2,808
that is a good candidate for failblog.
Jul 17, 2011, 9:56 pm
#3
Join Date: Oct 2008
Location: SFO
Programs: UA 1K
Posts: 4,449
Awesome
So I wrote to 1KVoice about an issue and they actually responded in only 3 days, the reply was obviously not a canned responce and for the most part addressed my compliant, but they also asked me to send them the ticket numbers in question as they could only find 1 of them. Sure no biggie, I send off the email and what do I get back:
Your CS mailbox is full, wow way to go UA IT. Are they getting that many complaints or do they have a low mail box limit, and who puts a quota on a CS mailbox. Talk about stupid.
Your CS mailbox is full, wow way to go UA IT. Are they getting that many complaints or do they have a low mail box limit, and who puts a quota on a CS mailbox. Talk about stupid.
Out of all the millions of dollars UA has, they shoudl really spend it on IT and web interface stuff. If you look at LH's iphone app compared to UA's, it's like college versus 3rd grade. It's amazing how the european airline just puts the USA airline to shame.
Jul 17, 2011, 10:02 pm
#4
Join Date: May 2011
Posts: 5,814
HA HA HA HA HA HA HA HA
Do they have one person checking it via Outlook or something?
Epic Fail! Wowwwww.....
Do they have one person checking it via Outlook or something?
Epic Fail! Wowwwww.....
Jul 17, 2011, 10:04 pm
#5
Join Date: Feb 2010
Location: LAX
Programs: UA-1K, Hertz-Gold, Marriott-Gold, PC-Platinum, SPG
Posts: 2,777
That is just an awesome post. Just awesome.
Out of all the millions of dollars UA has, they shoudl really spend it on IT and web interface stuff. If you look at LH's iphone app compared to UA's, it's like college versus 3rd grade. It's amazing how the european airline just puts the USA airline to shame.
Out of all the millions of dollars UA has, they shoudl really spend it on IT and web interface stuff. If you look at LH's iphone app compared to UA's, it's like college versus 3rd grade. It's amazing how the european airline just puts the USA airline to shame.
Jul 17, 2011, 10:18 pm
#7
Join Date: Mar 2010
Location: PIT
Programs: OZ Diamond, UA Gold
Posts: 9,915
Jul 17, 2011, 10:37 pm
#8
Join Date: Nov 2010
Location: NYC
Programs: AA EXP, Hilton GLD, Marriott Plat, NEXUS/GE
Posts: 2,872
Jul 17, 2011, 11:50 pm
#9
FlyerTalk Evangelist
Join Date: Jun 2000
Location: Sunny SYDNEY!
Programs: UA Million Miler. (1.9M) Virgin Platinum. HH Diamond + SPG Gold
Posts: 32,330
Knowing the UA IT team, the app will be in Hindi when it appears.
Jul 17, 2011, 11:54 pm
#10
Join Date: Nov 2009
Location: somewhere
Programs: their are many of them
Posts: 1,614
Jul 18, 2011, 6:32 am
#11
Original Poster
Join Date: Jul 2004
Location: SNA
Programs: AA EXP, UA 1K (until it expires then never again), *wood Plat, Marriott Gold
Posts: 9,239
The worst part of this whole debacle is I had an issue and contacted their 1K CS department, their response was very much acceptable and from a service recovery standpoint I was happy, they asked for some additional information which I was happy to provide but this fail from the IT department took a positive service recovery expirence to a poor one. Good job UA IT^
Maybe I'm biased in that in my last job I ran IT for a global F500 company and this sort of thing would simply not be tolerated (not to mention all the other screwups and .bomb), how a company as large as UA continues to have such failures is amazing to me.
Maybe I'm biased in that in my last job I ran IT for a global F500 company and this sort of thing would simply not be tolerated (not to mention all the other screwups and .bomb), how a company as large as UA continues to have such failures is amazing to me.
Jul 18, 2011, 6:48 am
#12
Join Date: May 2011
Posts: 5,814
The worst part of this whole debacle is I had an issue and contacted their 1K CS department, their response was very much acceptable and from a service recovery standpoint I was happy, they asked for some additional information which I was happy to provide but this fail from the IT department took a positive service recovery expirence to a poor one. Good job UA IT^
Maybe I'm biased in that in my last job I ran IT for a global F500 company and this sort of thing would simply not be tolerated (not to mention all the other screwups and .bomb), how a company as large as UA continues to have such failures is amazing to me.
Maybe I'm biased in that in my last job I ran IT for a global F500 company and this sort of thing would simply not be tolerated (not to mention all the other screwups and .bomb), how a company as large as UA continues to have such failures is amazing to me.
Nevertheless, they should've done detailed and careful planning to prevent this from happening. I feel like half the time, a 10 year old is running the IT department at UA and CO which doesn't give me too much hope for the future.
Jul 18, 2011, 7:26 am
#13
Original Member
Join Date: May 1998
Location: CT/NY
Programs: UA 1K/1MM, AA EXP, Marriott LT Titanium, Hyatt Globalist, IHG Plat Amb
Posts: 6,020
Do you get another e-cert for your dissatisfaction because the 1kvoice's mailbox is full?
Jul 18, 2011, 7:33 am
#14
Join Date: Feb 2006
Posts: 1,686
Did your reply go to the 1KVoice alias as well? Sometimes when I get an email from CS, the reply to address is screwed up.
Jul 18, 2011, 8:33 am
#15
Join Date: Apr 2007
Location: USA
Programs: 1K 1MM; Bonvoy Ambassador; Nat'l EE; Hertz PC; Hyatt Globalist
Posts: 2,465
UA is still on Notes. Sad.