Example of Bad Customer Service – Vacation Time Share Sales
Today I’m writing this post in my hotel lobby instead of enjoying a free cruise of the San Francisco Bay and a free tour of Alcatraz. I’m also hungry and cranky because I missed my free catered luxury breakfast. My 13 year old son is sad and said his entire day was ruined, and he’s tired from getting up 2 hours earlier than he should have. My vacation in San Francisco was destroyed. How on earth did this all happen? And how did this end up being my example of the worst customer servcice I’ve ever experienced in my entire life? Well, let me paint a picture of inconvenience and discrimination for you, it’ll make your head reel! And just to be clear about the date of this article, it’s written in June of 2009, not June of 1969! Continue reading and you’ll see what happened to victimize my 13 year old son and myself today.
Yesterday we were enjoying a walk along Fisherman’s Wharf in San Francisco, and browsing the gift shops. There was a little kiosk that said “Alcatraz Tours” in front of a gift shop. My son thought the man behind the kiosk was a cashier and brought his gift shop purchase to the man behind the kiosk. The man explained that he wasn’t the cashier and asked us if we’d like Alcatraz tickets, and said that he could give us free tickets to Alcatraz and to a San Francisco bus tour or a San Francisco Bay tour if we’d like to attend a time share presentation in San Francisco tomorrow morning at 9:00 am. This was for a marketing promotin for The Meritage Resort and Spa. I’m interested in time shares, and I’m staying in the Sonoma Valley on vacation right now, so I am interested in their new property in Napa Valley, the Meritage Resort and Spa. I said I’d be happy to attend the meeting with my son, and then on Sunday actually drive to Napa Valley and tour the property. We covered all the qualifying details, and everything seemed in order. The gentleman collected a $20. refundable deposit for the breakfast and mentioned my parking would be validated. He was very nice, explained all the details, and I signed up. So far, so good. I’ve always wanted to go on an Alcatraz tour, but they’re always sold out in advance, and I’ve never made it. I’ve been to one other time share presentation before, and have many friends that own and enjoy timeshare vacations.
Saturday morning we woke up at the crack of dawn and made our way back to San Francisco to the Fishermans Wharf area, to the Shell Vacation Club, SVC-West, L.P. 2770 Taylor Street, San Francisco. I asked the rep behind the desk if they had a press kit, as I write for a commercial travel webiste, (not this WP Customer Service site) and I always like to publish the commercial photos when available instead of mine. (Needless to say I did not do a fabulous writeup on my other website – the commercial travel website – no good free publicity of Shell Vacation Club!) We signed in and waited. It was a nice office, and the staff appeared to be pleasant, ushering people in to their free breakfast. Everyone, except us. My son and I sat there for about a half hour after everyone else had been pleasantly greeted and ushered away. Stomachs growling, I began to wonder what the problem was. Whoops, turns out I didn’t bring my ex-husband on vacation with me! (Who does?) Actually, I happen to think that my marital status is nobody’s business. It was only after my son and I were kicked out of the time share presentation that I examined in detail the fine print of the promotional offer. Here’s why we were kicked out:
“Must be married, engaged, or co-habitating, both partners must attend the presentation together and bring proof of matching addresses.”
In the excitement of the moment when my son and I were invited to attend the presentation and have two free boat cruises, a free breakfast, and free parking, I wasn’t thinking of my ex-husband! (Why would I???) Although I did initial the paragraph noted above. (I obviously didn’t understand it at the time, it was one of thirteen qualifying statements, including one that you must understand, read, write and understand English fluently.) The gentleman that invited me did not ask me if I had a husband, or was engaged, or living with anyone that shared a utility bill with me! I did assert that my credit score was above (a certain number) and that my income was above (a certain figure), both true statements. And I did say that my marital status was separated. I have been separated for many years, and for (my own person infomation omitted!!!) reasons have not finalized the divorce. I have bought and sold several homes in my current marital status, and told the person registering me that I do currently own a home in my own name, which is a true statement. I am actually perfectly qualified to purchase a timeshare. I’m old enough to have a fabulous income, a great job with vacation days to spare, disposable income, and I want luxury. I would actually think that companies selling timeshares would line up and present their offers like they were in the company of royalty, which is what companies with good customer service models do. Nope. Not Shell Vacations Club! Shell Vacations Club has bad customer service.
Shell Vacations Club Bad Customer Service Nomination for 2009.
They escorted my son and I out of the building. They did refund the $20. They did not give us the cup of coffee promised. They did not give us the piece of toast. And don’t even think about the Alcatraz or Bay Cruise. (Fortunately I had presented my parking garage ticket for validation prior to registering, so I didn’t have to pay for parking.)
Currently I have a call in to Gianni Ingargiola, the Marketing Manager, but he hasn’t returned my call yet.
Shame on Shell Vacations Club for discrimination. My son and I experienced shame and humiliation today, and for me this was a time share sales meeting scam. Why would anyone in 2009 treat single women like they were second class? And don’t even get me started when I think about the clause that you must “understand, read, write and speak English fluently.”
Shell Vacations Club you’ve got your work cut out for you if you intend to be a modern company providing good customer service. I shudder to think about how you treat your clients that have already purchased a timeshare!
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Update to post: Thanks for your comments! Here’s a great suggestion from one of our readers – you can find timeshares on eBay for only $1.00!!! I checked and found a whole long list of people selling timeshares on eBay! I saved the link to the listings for California timeshares selling on eBay: Click Here: Buy Timeshares on eBay
