1 reviews | Active since Nov 2013
Change of Policy & Poor Service
Hi there<br> <br> I have a PMG membership with 2 free rounds p.m. Historically when I have booked rounds with PMG, you have used the round in the month I made the booking not the month I played the round. In Feb I booked a round for 1 Mar. Subsequently I realised that you had used my Mar round not Feb. <br> <br> I have the following issues:<br> a) I was not fairly notified of such a change in policy<br> b) If I had known this, I would have made the Feb booking for 28 Feb, not 1 Mar (thus the lack of notification has cost each of me and my three friends a round)<br> c) I called your call centre on Wed to complain. Gabby handled my call. She could not understand my issue (she kept on trying to explain that rounds do not carry over - this is not my issue, rather that rounds booked in a month are no longer deducted from that month). She promised that her manager would call back by the end of the day (she said her manager only works in the afternoons?). I have yet to receive a call back<br> d) I called your call centre this morning. Mlarisi could not assist but promised that her manager would call back by 10am. I have not received any such call<br> <br> I am irritated by your change in policy and do not feel that it is fair<br>
Hi Chris
Let me start by apologising profusely for the frustration and aggitation that you have experienced in dealing with the call centre. Gabsile is a new agent and is only fami**** with the current booking system.
With regards to the policy change in not carrring over rounds, this change to the system was activated in November 2013. This change was commuinicated to all our members in the monthly news letter in August, September, October and November, it might have even been put into the December letter as well.
Our records indicate that you received these letters, unfortunately they also indicate you didn't read them, that is why you feel you were not informed.
The product was never designed to allow the carry obver of rounds as the terms and conditions have always stated.
The new booking structure was implemented allowing members to book in a month for the next month, but the rounds will be used from the same month that the game is played.
Again many apologies for the inconvenience.
Kind regards
Vaughan Heidmann
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Hi Chris
Let me start by apologising profusely for the frustration and aggitation that you have experienced in dealing with the call centre. Gabsile is a new agent and is only fami**** with the current booking system.
With regards to the policy change in not carrring over rounds, this change to the system was activated in November 2013. This change was commuinicated to all our members in the monthly news letter in August, September, October and November, it might have even been put into the December letter as well.
Our records indicate that you received these letters, unfortunately they also indicate you didn't read them, that is why you feel you were not informed.
The product was never designed to allow the carry obver of rounds as the terms and conditions have always stated.
The new booking structure was implemented allowing members to book in a month for the next month, but the rounds will be used from the same month that the game is played.
Again many apologies for the inconvenience.
Kind regards
Vaughan Heidmann
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