Originally Posted by
Sam_AE
I'm not sure why/how so many people had negative experiences or comments about points.com. I had about 7,000 Continental Onepass miles sitting in an abandoned account from before they became Star Alliance.
I set up my own trade request looking for an equal trade of 7,000 OP miles for 7,000 Aeroplan miles. Within hours someone had accepted the trade and 72 hours later the points were out of my OP account and the new points in my Aeroplan account. It cost me $0.01 per mile to do the transfer -- which is a lot of $$, but the points were useless to me otherwise.
For those contemplating using Points.com -- I'm a happy customer (I seem to be a bit of a rare breed based on the other posts).
I am glad it's working for you/some people.
To get the hit on US GS I even decided to dive in and give em one more try and it actually worked. That said, I too will tread lightly for things like that going forward. I see they have in fact revamped their site and appear to have things more organized, etc.
BUT, as stated earlier and in other arenas, this company has a horrid history of not following up with customers WHEN there are problems. Just be careful in case that's STILL the case.
These days I actually judge companies and my experience as a customer not on how well things went in my purchasing experience, but how they handle things if something goes wrong. I don't mind if something goes wrong... in fact I almost hope it does. Then I can see how they deal with it/me.
To further this point, there was a special on CNBC the other night called Customer Dis-satisfaction. It had to do with the call centers in other countries and their perception of us, our complaints, their ways of working. It also got into some of the big complaints customers have had with obtuse corporations and their call centers.
While getting into the fact that many call center employees and managers cannot or will not do certain things for the customer because of policy, the show failed to reveal one thing:
The theory that the company itself hog ties those employees so they do not have the power nor wherewithal to help customers with problems, and that is why everybody gets upset (CSr and customer alike). It is therefore the company, its often badly designed policies (that you do not know all about til it's too late) and its way of presenting these rules that are the bad thing, not the CSRs. The CSRs are just rule followers. Some customers are irate or unreasonable. But in general, many companies DO just plain STINK! In my experience, and maybe it's changed now for the better, Points.com fell into the STINK category.