Help with Le Club customer care
Oct 26, 2018, 2:46 am
#16
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
Programs merge
Dear members,
Hope you're doing well.
As i wrote you last week, i saw your complaints about the membership merge.
I keep you informed that every member to whom the problem has occurred, was contacted in private message to get the information about their membership number (Totti, Znke252 and FYD).
I'm waiting still to your responses to find the solution for this issue.
If there is someone of you who met the same problem, please feel free to contact me in private message.
I remain at your disposal,
Amy
Hello Amy
Several of us have tried to contact LeClub Support by email and phone and failed. The emails were left unanswered and the calls were not returned. Only when I called our old Fairmont support desk number I finally got through to somebody who did help me deal with the merger issues, which was rather time consimuing for me and them. At least for me, they have been resolved now. However, others are still struggling.
Can you suggest a way on how we can contact LeClub Support or customer care so we will actually receive an anwer? Do you have an email or a specific phone number?
I’m sure a lot of us would appreciate your help.
Best regards
Nick
Hope you're doing well.
As i wrote you last week, i saw your complaints about the membership merge.
I keep you informed that every member to whom the problem has occurred, was contacted in private message to get the information about their membership number (Totti, Znke252 and FYD).
I'm waiting still to your responses to find the solution for this issue.
If there is someone of you who met the same problem, please feel free to contact me in private message.
I remain at your disposal,
Amy
Hello Amy
Several of us have tried to contact LeClub Support by email and phone and failed. The emails were left unanswered and the calls were not returned. Only when I called our old Fairmont support desk number I finally got through to somebody who did help me deal with the merger issues, which was rather time consimuing for me and them. At least for me, they have been resolved now. However, others are still struggling.
Can you suggest a way on how we can contact LeClub Support or customer care so we will actually receive an anwer? Do you have an email or a specific phone number?
I’m sure a lot of us would appreciate your help.
Best regards
Nick
Oct 28, 2018, 8:04 pm
#17
Join Date: Jan 2011
Posts: 491
I have sent a pm to you. I am hoping ACCOR will extend membership, as well as Fairmont Certs expiry dates for those of us who are in this situation.
Oct 28, 2018, 8:08 pm
#18
Join Date: Jan 2011
Posts: 491
I will try with the ACCOR rep first, then pm you if this doesn't work. This whole situation is very frustrating. I'm guessing that the problems occurred because new ACCOR accounts were created instead of just merging the Fairmont to the already existing ACCOR accounts.
Oct 28, 2018, 8:11 pm
#19
Join Date: Dec 2012
Location: YVR, HNL
Programs: AS 75k, UA peon, BA Bronze, AC E50k, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 7,832
I had a stay in June that did not post and because of that, I never received my second set of certs. I have sent messages through the Accor site and emailed many times, finally got a response after two months saying they could not find the stay and basically I was out of luck. This, despite screenshots of everything. I have just given up. I was a huge Fairmont fan and it is beyond sad to see what has become of a once-great program.
Oct 29, 2018, 2:37 am
#20
Moderator: SAS
Join Date: Feb 2018
Location: BLL & CPH & ZRH
Programs: LX, SK EBD (*G)
Posts: 3,151
I had a stay in June that did not post and because of that, I never received my second set of certs. I have sent messages through the Accor site and emailed many times, finally got a response after two months saying they could not find the stay and basically I was out of luck. This, despite screenshots of everything. I have just given up. I was a huge Fairmont fan and it is beyond sad to see what has become of a once-great program.
Oct 31, 2018, 11:50 am
#22
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
The Customer Care phone number
Dear members,
There is a number that the central team communicated to me : 00 1 8778 561 464
This is the number of the Customer Care team.
Best regards,
Amy
There is a number that the central team communicated to me : 00 1 8778 561 464
This is the number of the Customer Care team.
Best regards,
Amy
Nov 4, 2018, 12:48 pm
#23
Join Date: Jan 2011
Posts: 491
Dear members,
There is a number that the central team communicated to me : 00 1 8778 561 464
This is the number of the Customer Care team.
Best regards,
Amy
There is a number that the central team communicated to me : 00 1 8778 561 464
This is the number of the Customer Care team.
Best regards,
Amy
Hi Amy,
Are you following up for those who have sent you a pm, or should we call the posted number? I’m now even more concerned after hearing that some haven’t gotten their 2nd set of Fairmont certs.
Nov 5, 2018, 3:07 pm
#24
Company Representative, Accorhotels
Join Date: Mar 2011
Location: France
Programs: ALL - Accor Live Limitless
Posts: 751
Hi znke,
Yes, i've got you message, i will transfer it to our custom care team.
I will keep you updated.
Best regards,
Amy
Hi Amy,
Are you following up for those who have sent you a pm, or should we call the posted number? I’m now even more concerned after hearing that some haven’t gotten their 2nd set of Fairmont certs.
Nov 28, 2018, 2:50 am
#27
Join Date: Jan 2011
Posts: 491
I’m beginning to wonder if this person is a legit representative of Accor. I’ve sent my account info and only seem to get an answer when I post my queries publically. Private messages only ask for my info and I haven’t received any follow up information at all about the problems with my account.
Are the Concierge accounts posted on Flyertalk verified?
Nov 28, 2018, 3:54 am
#28
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
I’m beginning to wonder if this person is a legit representative of Accor. I’ve sent my account info and only seem to get an answer when I post my queries publically. Private messages only ask for my info and I haven’t received any follow up information at all about the problems with my account.
Are the Concierge accounts posted on Flyertalk verified?
As some general background regarding "official company reps on FT": there is a huge range in terms of company reps ranging from extremely engaged and responsive reps with a great deal of expertise and commitment with thousands of posts to companies that outsource the FT handle to some useless social media company that posts once every three months, and everything inbetween.
Nov 28, 2018, 8:26 am
#29
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, AC Aeroplan 25K, Nexus/GE
Posts: 2,732
I’m beginning to wonder if this person is a legit representative of Accor. I’ve sent my account info and only seem to get an answer when I post my queries publically. Private messages only ask for my info and I haven’t received any follow up information at all about the problems with my account.
Are the Concierge accounts posted on Flyertalk verified?
Nov 28, 2018, 10:44 am
#30
Join Date: Dec 2016
Location: Southeast Asia
Posts: 264
Useless reply just received after waiting two months
Just an example:
Two months ago I sent a detailed description of a problem I was having receiving the necessary fifth of five necessary Validated checkins recorded towards the Cosmopolite badge in three different countries.
This badge only requires five Validated Check ins in three different countries. I have many more Validated Check ins in three different countries. All other appropriate badges have been awarded, and all my Places Check ins are Validated very easily now as I continue to travel.
However, the Cosmopolite badge stopped recording Validated checkins after my fourth Validated Check in towards this badge (three different countries) three months or so ago.
This badge will not record the fifth necessary check in no matter how many new Check ins I continue to get Validated as I travel.
The response I received just now claiming that this issue has been solved was completely irrelevant. I have have just replied to this email describing the issue again. The response I received after waiting two months was quite vague and I am not sure if the CSR actually knew of my precise issue. His response seemed to address a different recent issue with Places not Validating new Check ins. That issue has indeed been solved and I have no other problems with Places as I continue to travel and register new Places Check ins.
Maybe I will receive this quite insubstantial badge (only 200 Points) when I record check ins in a fourth country next month.
But it is very disappointing to wait two months and then receive such an irrelevant and useless response from a random CSR.
Again, all other appropriate badges have been awarded to me as each badge records a new appropriate Places Validated Check in.
The Cosmopolite badge is the only issue for me.
An insubstantial badge in terms of Points but annoying that is is not awarded and Accor Customer Setvice cannot resolve the issue, and responds in a way that suggests they did not read my description of the issue sent two months ago.
Two months ago I sent a detailed description of a problem I was having receiving the necessary fifth of five necessary Validated checkins recorded towards the Cosmopolite badge in three different countries.
This badge only requires five Validated Check ins in three different countries. I have many more Validated Check ins in three different countries. All other appropriate badges have been awarded, and all my Places Check ins are Validated very easily now as I continue to travel.
However, the Cosmopolite badge stopped recording Validated checkins after my fourth Validated Check in towards this badge (three different countries) three months or so ago.
This badge will not record the fifth necessary check in no matter how many new Check ins I continue to get Validated as I travel.
The response I received just now claiming that this issue has been solved was completely irrelevant. I have have just replied to this email describing the issue again. The response I received after waiting two months was quite vague and I am not sure if the CSR actually knew of my precise issue. His response seemed to address a different recent issue with Places not Validating new Check ins. That issue has indeed been solved and I have no other problems with Places as I continue to travel and register new Places Check ins.
Maybe I will receive this quite insubstantial badge (only 200 Points) when I record check ins in a fourth country next month.
But it is very disappointing to wait two months and then receive such an irrelevant and useless response from a random CSR.
Again, all other appropriate badges have been awarded to me as each badge records a new appropriate Places Validated Check in.
The Cosmopolite badge is the only issue for me.
An insubstantial badge in terms of Points but annoying that is is not awarded and Accor Customer Setvice cannot resolve the issue, and responds in a way that suggests they did not read my description of the issue sent two months ago.