If it's anything like the ticket booking system the confirmation email should show it, which, I assume, is where the reference number in the OP comes from.
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In the very section you have quoted @nickyb1982 makes it clear that the tour had already been purchased as a gift by his stepmother and it was then his job to phone up and schedule a date for it since it would just be him and his father going. He did so using the reference provided - which, incidentally, he quoted at the start of this thread. That reference was specifically issued by the club for a legends gift package and they should've been aware of that when he booked the date for the tour. After all, it's their reference number.
So no, I don't agree that he was blasé at all. Had no reference number been provided and he just phoned up on that occasion to book and buy the tour then I would have entirely agreed with you.
Reference numbers are for computers not people, I would put the blame first with the software engineers who created a booking system allowing reference numbers for Legends tours to be booked on non Legends days (why didn't the telephonist get a pop-up warning that the reference number wasn't compatible with the date?), second with @nickb1982 for not booking with more diligence and mentioning that it was a Legends tour and only third with the poor booking agent who can't be expected to be 100% accurate with flawed computer software and blasé bookers who don't specify all the relevant information.
(In fact I might contact Spurs and offer to patch the booking software.)
Hang on a minute, if the software company you cite is not making a fit for purpose system, how is that the fault of the buyer?? It's the club who decided to use them.
"Poor booking agent"??? Please. One is being paid and represents the club offering an advertised service. The other is a customer. Who is the duty of care on?
Besides, poor software is total conjecture.
I did not diss Martin Chivers at all.
You are right that I could have double checked with the operator that it was a legends tour that I was booking on to (I am normally pretty diligent - but assumed the reference number was........a legends tour). Life can be pretty hectic and of course you may slip up on occasion though - however the operator did not exactly have much to check....'Which day? What time?.............legends tour or not?! Ok done, you are booked!!'
Ah well.
Thanks for all your replies, really appreciate the time taken out to answer.
#COYS
I agree mate, says it all when your family's 85yrs of support cant be greeted with a mere gesture of goodwill.
Fuck rights and wrongs, they could simply just be nice to you!
As easily as the bird on the phone could have said
"Was that for the normal tour or the legends tour?"
You could of said
"Hi im ringing up to book a legends tour"
(personally thats what i would have said, you can never trust the person on the end of the phone to get it right, as youve now learnt)
In fact, if phone bird asked "Legends or normal"
think how many people would just say "Oh yeah i booked a legends tour"
when they havent.
lots of fuck ups all round in my opinion. too many flaws in the computer system, no one taking the time to make sure everyones getting what they want.
I think the compensation they offered you was more than adequate and you took the piss a little bit by asking for more. if i was the guy you e-mailed, i would of told you to piss right off.
"Was that for the normal tour or the legends tour?"
You could of said
"Hi im ringing up to book a legends tour"
(personally thats what i would have said, you can never trust the person on the end of the phone to get it right, as youve now learnt)
In fact, if phone bird asked "Legends or normal"
think how many people would just say "Oh yeah i booked a legends tour"
when they havent.
lots of fuck ups all round in my opinion. too many flaws in the computer system, no one taking the time to make sure everyones getting what they want.
I think the compensation they offered you was more than adequate and you took the piss a little bit by asking for more. if i was the guy you e-mailed, i would of told you to piss right off.
I agreed that Spurs should have compensated the extra paid for the Legend part, but not more. If you get to the cinema for a 3D version of Smurfs 2 with a pre-booked ticket and you end up with 2D only showing you would only be able to claim the difference (or a full refund and not see the movie - in this case I'm sure the OP had that option as well before he agreed to take the standard tour). The cinema aren't going to reimburse your travel costs or send you free blu-ray discs, just because you've been going to the flicks for 85 years.
Normally I agree that the club should do more for it's fans, but to be honest, the only response I think is ridiculous in this case is yours.
I thought the club's offer was reasonably fair, or if you can't take the tickets then they should have offered you an alternative of vouchers for the Spurs shop. Trouble is, asking for what you did probably put their backs up and made you appear as if you were on the take.
The club are being pretty stingy here, considering how much money they rake in every year. I think the difference between a legends tour and a normal one should be refunded, with a 'sorry our customer service is fucking shit and we need to sort it out' gift thrown on top.
After reading the first two emails I thought this was going to be a "look at this nice thing the club did" thread when they straight away offered you a new legends tour FOC...
Big important rule whenever you're making a complaint: always retain the moral high ground.
When you asked for specific items as compensation, you lost that high ground because you looked kind of greedy, like you were trying to get something extra - more than what you paid for - rather than being happy with being "made whole" by the club's offer. Replica kits aren't related to a stadium tour the way that compensation for your rail fare from Cambridge to London is.
When you asked for specific items as compensation, you lost that high ground because you looked kind of greedy, like you were trying to get something extra - more than what you paid for - rather than being happy with being "made whole" by the club's offer. Replica kits aren't related to a stadium tour the way that compensation for your rail fare from Cambridge to London is.
I think had you asked in the original e-mail for compensation of whatever the extra cost was in Spurs Shop vouchers it may have gone down better. Failing that, a refund for the extra cost in money. That way you can put it towards any shirt or tickets you may want instead. I know they messed up but you still took the standard tour they offered as part of the compensation already. Asking for other specific things after they have offered you their legend service again probably didn't look too good, and may have been beyond what the tour manager is capable of giving as compensation. Just ask if vouchers or a refund on the extra cost is acceptable instead.
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You (or whoever paid for the tickets) should call the bank and contest the charges - you've been ripped off. You paid 80 pounds for 2 legend tours vs 27 for 2 regular tours so they owe you the difference back at a minimum.
Can't see how people here think the club is doing him a favor offering something that costs them nothing (2 more people in a already scheduled legend tour.)
Can't see how people here think the club is doing him a favor offering something that costs them nothing (2 more people in a already scheduled legend tour.)
Isn't Cambridge like an hour drive from London? Making it sound like you're from Scotland or something god damn.
But I think the club shop voucher was the best idea offered in this thread, and you should ask them for that.
Ridiculous. Really?
Not quite sure I agree there buddy.
But reading @
Julesybird
's reply, I do now think I should not have asked for particular items that were not related to a tour - as I said I would happily accept a refund for the difference, which I think is 100% fair IMO.I think it is much better to tell someone what you want, it's not about the moral high ground, it's allowing them to see if they can manage your expectations.
I've been a Customer Service & Claims Manager in my past, sometimes you need to know if you can fix the problem and that the complainer is not looking for something too crazy.
Whenever I have asked for compensation (I am a specialist at this!) I have always tried to think of a reasonable figure for what will make the damage good and I usually get it. Partly because I don't make crazy demands and partly because I try to suggest something that it means I will go back there.
The idea of goodwill (from a company's perspective) is the worst thing you can do is make a cash settlement, so for Spurs club vouchers are better because that money is going to go right back to them.
I've been a Customer Service & Claims Manager in my past, sometimes you need to know if you can fix the problem and that the complainer is not looking for something too crazy.
Whenever I have asked for compensation (I am a specialist at this!) I have always tried to think of a reasonable figure for what will make the damage good and I usually get it. Partly because I don't make crazy demands and partly because I try to suggest something that it means I will go back there.
The idea of goodwill (from a company's perspective) is the worst thing you can do is make a cash settlement, so for Spurs club vouchers are better because that money is going to go right back to them.
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@
nickyb1982
neg repping me isnt going to make this any easier pal
nickyb1982
neg repping me isnt going to make this any easier pal