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Poor customer service from Bonvoy agents [Retitled by moderator]
This is getting to be ridiculous. I called several times about a night credit not posting. The first few times they said to wait, it was just taking a bit and would post. I waited and called back over a period of three weeks, no credit. On my most recent call, the first agent put me on hold then never came back. When a new agent picked up he told me to send an email to an address that doesn't exist. I reached out to Bonvoy lurker on FT, no reply (TBF only been 1-2 days), and then wrote a customer service note through the website. I just got a nonsensical reply back from "Jaspreet" saying they needed an itemized bill. I already provided them with the Bonvoy confirmation #, hotel name and location and the dates of the stay as well as my Bonvoy #. I tried explaining there is no itemized bill, as it was a points stay, and I spent $0 there. I just want the credit for the night there, no points are due. At this point, I am getting quite fed up with being passed from Indian call center worker to Indian call center worker reading a script, with no clue what i'm asking for or how to rectify the problem. Who do I contact to correct this seemingly VERY simple issue?
Long story short: I stayed 1 night at a Bonvoy property, stay credit didn't post. Calling the elite line for three weeks, constantly told to email different addresses, none of this makes any progress, just want my lousy night credit. |
I am reasonably sure that the issue is not their nationality, or inability to speak English.
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Spend 100+ nights and $20,000+ and then hope that your Ambassador responds? <sarcasm> |
I always found the research email to be super efficient, although they don’t always respond saying that it was credited, most of my requests are credited within 24 hours if not faster. maybe request the credit directly with hotel? I’ve also found calling overseas call center like Hong Kong or Singapore directly on Skype gets things done quicker. YMMV. Having said that, and back to your original question, I don’t recall ever getting a non-North American rep when calling the titanium line. |
HUCA repeatedly until
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Originally Posted by EuropeanPete
(Post 31303530)
I am reasonably sure that the issue is not their nationality, or inability to speak English.
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Originally Posted by EuropeanPete
(Post 31303530)
I am reasonably sure that the issue is not their nationality, or inability to speak English.
it's not really a lack of comprehension or language skills. it's the attitude. they are on the other side of the world, hidden away in some call center and the behave as if it's their job is simply to say no without the slightest interest in actually understanding. to say it is infuriating doesn't even begin to convey the feeling. so if you've never had to deal with that, then you really have no idea of what it's like. the irony of my issue with BA was that they were so incompetent, BA, not the call center, that i got loads more avios in the end than i was owed. so i called them up to tell... nah, just kidding!!! |
Originally Posted by puchong
(Post 31303800)
Then, what IS the issue in your opinion?
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Originally Posted by BenSenise
(Post 31303837)
then you've obviously never had to deal with this type of situaton.
In BA's case, their Indian call centre is (was?) pretty poor, but once again the issue was that it was a terribly run call centre, not one of ethnicity, linguistic ability or nationality. The people in the centre just have (had?) no idea about any of the BA processes. |
Originally Posted by puchong
(Post 31303800)
Then, what IS the issue in your opinion?
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[QUOTE=GetSetJetSet;31303518]... When a new agent picked up he told me to send an email to an address that doesn't exist. I reached out to Bonvoy lurker on FT, no reply (TBF only been 1-2 days)... /QUOTE]
Hi there, Our apologies for the inconveniences you have come across. William is out of office and will not return until Tuesday, July 16th. If you could provide the reservation information to us via private mail here or by email below, we are happy to help look into the missing stay credit for you. [email protected] Best Regards, Christina Zhou Specialist, Social Media Marriott International |
Originally Posted by EuropeanPete
(Post 31303867)
In BA's case, their Indian call centre is (was?) pretty poor, but once again the issue was that it was a terribly run call centre, not one of ethnicity, linguistic ability or nationality. The people in the centre just have (had?) no idea about any of the BA processes.
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Originally Posted by BenSenise
(Post 31304109)
no. it was about "culture." i have experienced lousy customer service from companies in n. america and europe but nothing, absolutely nothing ever came close to my experience with this call center. even my indian friends can't deal with it. even they criticize their own culture in that regard.
India is literally by far the most famous country in the world for running call centres. It's nonsense to claim that Indians can't speak English, can't speak on phones and can't operate call centres. The fact BA's Indian call centre is/ was terrible is all BA's. Honestly guys, there's more than a little latent racism on this thread which I think is really uncomfortable. |
Amazing how many people at Marriott know that redemption stays earn stay credit. Upon checkout you should have received a $0.00 receipt (folio). Check your email, it may be there. Alternatively, call the hotel and ask them to email your folio. Once you have that, you can file a missing stay request attaching the folio. That should take care of it. Hopefully. Once I was denied my PAG points and credit on a redemption stay and needed to direct them to the T&Cs. Then everything posted correctly. Good luck. |
Originally Posted by GetSetJetSet
(Post 31303518)
This is getting to be ridiculous. I called several times about a night credit not posting. The first few times they said to wait, it was just taking a bit and would post. I waited and called back over a period of three weeks, no credit. On my most recent call, the first agent put me on hold then never came back. When a new agent picked up he told me to send an email to an address that doesn't exist. I reached out to Bonvoy lurker on FT, no reply (TBF only been 1-2 days), and then wrote a customer service note through the website. I just got a nonsensical reply back from "Jaspreet" saying they needed an itemized bill. I already provided them with the Bonvoy confirmation #, hotel name and location and the dates of the stay as well as my Bonvoy #. I tried explaining there is no itemized bill, as it was a points stay, and I spent $0 there. I just want the credit for the night there, no points are due. At this point, I am getting quite fed up with being passed from Indian call center worker to Indian call center worker reading a script, with no clue what i'm asking for or how to rectify the problem. Who do I contact to correct this seemingly VERY simple issue?
Long story short: I stayed 1 night at a Bonvoy property, stay credit didn't post. Calling the elite line for three weeks, constantly told to email different addresses, none of this makes any progress, just want my lousy night credit. Why do you feel the need to write that associate’s name between quotation marks? Do you always write other people’s names like that or is there something about his person that you feel allows you to refer condescendingly to the way his name sounds to you? |
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