Sun International Conversion
 SUPPLIER |
Sun International |
 INDUSTRY |
Entertainment |
| BRANCH / AREA | Johannesburg | COUNTRY | South Africa |
| TIME / DATE | 08:43 Mon 5 Dec | PERSON RESPONSIBLE | Call Centre Supervisor |
| CUSTOMER | vanessapillay26 | View all reports by user |
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| PROBLEM | Call Centre!! |
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| INCIDENT | Mon 5 Dec | ||
| HEADLINE | Pathetic Service received!!!!! |
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| I contacted the CC on Friday, 2nd December 2011, to inquire on an email special received. At first the CC consultant was not aware of the specials and liaised with a supervisor Sandra. I held on for 35 minutes for him to come back with feedback. I initially requested acccommodation at the Cascades hotel and then changed to the Palace and the amount which was advertised was not on the system. I was put on hold again and the CC consultant advised that the email was a mistake in terms of prices (false marketing) I requested to speak to Sandra and he cut the call. I called back and spoke to Sonia and requested to speak to Sandra and she was in a meeting, what a lame excuse!!!. I called the switch board number and asked to be put through to the CC Manager Pragasen Maistry and I await his call. Do they only treat International guests with respect??? I am a frequent guest at Sun City and this is the first time I received such pathetic service! I would hope I receive a call from Mr, Maistry to explain to me why the prices differ on the system to the specials they advertis and provide me with an apology regarding the service received. | |||
| SUPPLIER'S RESPONSE | Sun International | Time and Date | 16:44:21 | Mon 5 Dec 11 |
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Hello vanessapillay26, Good afternoon Mrs Pillay Thank you for bringing your complaint to my attention. I appreciate you taking the time to write to us. Firstly let me start by apologising for the level of service you have experienced. It is certainly not what we at Sun International subscribe to in terms of client services. We failed you at 2 levels with respect to your query. Firstly, the campaign that was set up and distributed to you was not communicated to all of the Customer Contact Center staff which is why consultants were not aware of the special rates. Secondly the dates for the campaign are supposed to be for weekdays only which is again not what was communicated to our customers. I have communicated with all the relevant parties and an appropriate course of action will follow to ensure that this does not occur again in future. To confirm, we have honoured the rates that was communicated to you and a reservation has been confirmed to you. Once again, please accept my apologies for the frustration this issue must have caused you. I thank you for your patience and understanding and wish you a pleasant stay at Sun City. Pragasen maistry 0117807672 |
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| CUSTOMER'S FEEDBACK | vanessapillay26 | Time and Date | 16:11:50 | Wed 7 Dec 11 |
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Quite Impressed:
My complaint was handled professionally and I was kept in the loop with regards to progress without me having to contact the specific parties invloved. Thank you for all the assistance and feedback. Kind Regards Vanessa |
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