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E-mail address error held up free ticket request

E-mail address error held up free ticket request

Q: On April 13 I received an e-mail request from Ruth Eckerd Hall to complete a customer satisfaction survey, as I have attended many shows there and I'm on its e-mail list. The survey promised me two free tickets to a show of my choice after I completed the survey.

The survey was long and detailed, taking me 30 minutes to finish. I was asked about the cleanliness of the venue, the politeness of employees and other related questions.

Once I completed it, I selected two tickets for Bob the Builder on April 18 from the free show choices I was given. The completion of the survey prompted me for my address, and then promised I would receive the tickets in the mail soon. I got no further e-mails and the tickets never arrived.

On April 20, I called Ruth Eckerd Hall and spoke to customer service. The representative had no knowledge of the survey but asked that I forward her the e-mail so she could look into it.

I never heard from the representative again. I e-mailed her twice more, and called again, leaving a message asking a supervisor to call me. I never got a call back.

I am writing to you on May 12 and I have still not heard back from them. I am writing in hopes that you can help me get my two free tickets to one of the children's shows. Needless to say, my customer satisfaction has sharply declined since I filled out the survey.

Andrea Weaver

A: Katie Pedretty, public relations manager for Ruth Eckerd Hall, was quick to respond to your complaint once it was brought to her attention.

When I spoke to her on the phone she was unaware of your complaint and did not see a record of your free ticket request for taking the survey.

After reviewing your records she realized that you had made an error when sending your request e-mail for the tickets.

You ended the address with ".com" instead of ".net," therefore preventing the e-mail from getting to the right people. This is an easy mistake to make, which Pedretty understood. She has since contacted you and apologized for the delay and any inconvenience.

She contacted you via e-mail, offering you a choice of two shows, with detailed descriptions to help you make an informed choice. Both shows were far enough in advance that you'd have plenty of time to make arrangements.

Pedretty confirmed your choice to see Sesame Street Live "Elmo's Green Thumb," and promised the tickets would be mailed to your provided address after Sept. 1. She also included her personal contact information, and asked you to call her if you have not received the tickets by Sept. 15.

Take time to share a compliment

There's an adage that a satisfied customer will tell three people and an unsatisfied customer will tell 10.

Why not make the day of a business operator you're happy with by phoning today with your compliments?

E-mail address error held up free ticket request 08/08/09 [Last modified: Saturday, August 8, 2009 4:30am]
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