Before anything -- I certainly don't think Chase's decision to not to uphold my dispute is unfair; however, I do acknowledge I may have been having an unrealistic expectation from the beginning. That's why I'm interested in what YOU think about this issue...
I booked a 3-hour lake cruise for my group of 8 family members and friends, and paid with CSR. Reservation was made literally hours before the cruise departed. The cruise was called "lunch buffet and sightseeing cruise".
Hours later, we boarded. The boat departed. The lunch buffet? Tortilla chips with salsa; a dozen of miniature cupcakes stormed by kids aboard in a split of a second (by "miniature", I mean -- quarter $ sized), and ice water. Deck temperature was about 20F, cabin was 50F. Wanted anything hot? An 8oz plain coffee cost $8. The "sodas, juices included" as advertised could be found nowhere.
Maybe this was my wrong step
#1 (booking this cruise was wrong step #0) -- I didn't want to spoil our Christmas tour so I didn't bring this up directly to the crew while we were on board. The next day I complained to the travel agency, and certainly didn't hear back anything.
So I turned to Chase. Disputed the charge under the reason "I am not satisfied with the product/service I received". I asked for $25 refund for each person, which was about 1/4 of the ticket price. Had to speak to a dispute specialist to provide details -- and I clearly described how the actual service differed from the advertised.
A couple of days later, Chase called me and told me that, since the service had been tendered and neither did I cancel in advance nor abort the participation, Chase would not uphold my dispute. I said fine and requested to speak to a supervisor. I was told a supervisor would call me back in 24 to 48 hours.
3 weeks later (very prompt, Chase, very prompt, although I didn't expect 24 to 48 hours in the first place), a supervisor called me, and said the same thing.
Supervisor: "You didn't cancel the cruise in advance."
Me: "If I canceled it in advance, I wouldn't have had boarded the boat. Then how could I know their advertised 'lunch buffet' was tortilla chips and iced water?"
Supervisor: "Then you should stop participating in this activity once you find you were not satisfied with it."
Me: "When they started serving their 'lunch buffet' the boat had departed the pier. How do you want me to 'stop participating', i.e. to leave the boat?"
Supervisor: "You can tell them to turn around and take you back to the pier."
Me: "I believe you clearly understand that what you suggested was not anywhere close to practical or helpful."
...
...
Supervisor: "Is there anything else I can help you with?"
Me: "No, not for today, and probably not in the future, either."
She hung up immediately.
Chase's point, as per the supervisor:
As long as a customer departed/checked in at the scheduled departure/check-in time and arrived/checked out at the scheduled arrival/check-out time, then the flight/cruise/tour/stay/etc is considered tendered. As long as the service is tendered, no dispute can be upheld. As for how miserable the service is, is none of Chase's business. Dissatisfied with the service? Who cares. Want money back? Duh.
"So why do you even list 'I am not satisfied with the service' as a dispute reason? What you just said apparently means you'd never uphold a dispute for this reason."
"There's nothing we can do here since you boarded the boat and took the cruise."
Fine.