Poor Customer Service

<p>I'm hopeful that the following serves as notice that improved customer service and safety is of paramount importance to differentiating great experiences from very poor experiences. </p> <p> </p> <p>I recently frequented the uShaka Marine World whilst on holiday in Durban. I made contact with the call centre on the 27th of February ( ********** ) at 15:56 - phone records to provide it to understand pricing with respect to entry into uShaka for the special that they were running for February. I advised the person that I was looking at booking tickets online to take advantage of the February experience. I did not realise at the time that uShaka was closed on the Monday or the Tuesday for that matter but more alarming for me was that the user on the phone didn't advise me that in theory the special for February was NO longer available given the Water Park is closed on Monday's and Tuesday and proceeded to advise me that the cost quoted online was inclusive of the 30% reduction and I could go ahead and book my tickets. I didn't however book the tickets because I thought I'd merely attend in person on Tuesday the 28th and buy them at the front desk as it was NOT an online special but applicable to all tickets.</p> <p> </p> <p>We arrived (family of 4) to the venue on Tuesday the 28th to be advised that the Water Park was closed for maintenance during off peak times. We acknowledged the fact and enquired with a young lady (yellow top and black trousers - name escapes but may be Melissa) that if we'd purchased the tickets online to take advantage of the special, we'd be able to use them on Wednesday. We accepted and proceeded to return to Umhlanga to book the tickets online at around 14:00. uShaka happily took my money online and debited my account the total of the 30% special. </p> <p> </p> <p>Upon return to uShaka on Wednesday, I was promptly advised by your agents that the tickets were not valid and I was required to purchase new tickets at the full price and seek the refund online myself (not sure how I was going to prove I didn't use them but perhaps refunds are provided if the bar code is not scanned). I must admit that this let me more than a little infuriated. The service experienced from Ntokozo Gaza ( ********** ) - Ticketing Junior Supervisor was diabolical. In NO way was this gentlemen helpful or willing to accommodate (which may be his job). What I take more offence too is his aggressive demeanour and rudeness. Eventually he relented and made arrangements with the Brand Manager to meet with me at the gate. </p> <p> </p> <p>Upon waiting at the reception rondavel before entry into the Water Park, I waited with my family for a further 20 minutes to meet with the Brand Manager (apologies but her name escapes) bringing the total waiting time to 45 minutes before resolution. Whilst waiting however, I managed to get the contact number for Stella Khumalo who I made contact with and left a message with the PA who advised that Stella would return my call. Today as I write it is the 9th of March ... still waiting for that returned call</p> <p> </p> <p>The Brand Manager resolved our problem within the space of 2 minutes and we entered the park. </p> <p> </p> <p>Upon entering the park, we had a lovely experience but being on edge I every small issue stood out in my mind, which I'd challenge Stella Khumalo to go and experience for herself because as per my opening line with respect to this response, it's the small things with respect to customer service and safety that make a difference.</p> <p> </p> <p>- Lazy River: it doesn't take much to clean it up (given that's what Monday and Tuesday's are for as per the direction provided to me). Under the bridge, rusty cans that could have been thrown away</p> <p>- the buckets before the shark tank, aren’t' both working (may have subsequently been fixed) but again, I thought that was for Monday and Tuesday</p> <p>- the POS device at the Ice Cream stand wasn't working and having spent our cash on other things, we couldn't utilise the service without having to go back into the shopping centre to draw cash. Surely this is an opportunity missed to earn extra revenue and improve on customer service by allowing users to purchase tickets (like you do the tattoos) at the locker stand</p> <p>- the tattoo person (well he or she went missing for the whole afternoon) but thankfully the tattoo stand provided a sturdy resting space for 3 people (2 gentleman and 1 lady) to rest their tired elbows for a few hours ... I took my patronage outside of the park into the shopping centre - another revenue opportunity lost</p> <p>- the kids play area (not everything is working there either). Again reference to Monday and Tuesday</p> <p>- one of the main slides / attractions wasn't working but I appreciate that something like this may require more than routing maintenance</p> <p>- the lifeguards ... surely playing with your phone whilst customers fly into the pools at the bottom of the slides is NOT on? </p> <p>- the lifeguards ... I challenge you to take a look in the later afternoon and see if all lifeguards are positioned at the top of each of the slides as well as the bottom (for each slide and NOT one or two lifeguards across multiple slides). I know this happens at Sun City but perhaps this is not your policy</p> <p>- the main pool ... the brown rim and cigarette butts should surely have been cleaned up on either of the Monday or the Tuesday and let’s not forget the slides (where you first enter into the slides). If you're closed for cleaning, I'd expect them to be cleaned and not be something that looks as though they haven't been touched for awhile</p> <p>- the main pool - where is the lifeguard? Missing in action</p> <p> </p> <p>The above are niggles but what I perceive differentiate a TOP CLASS establishment from the rest and I challenge the team to investigate the following. The facility of great fun and is something that the wife, kids and I have a lot of laughs participating in ... it just could have been the whole lot better</p> <p> </p> <p>Regards<br /> Paul</p>