dlague
Active member
This chain took place in another thread but we have all had good and bad experiences related to customer service. I know I have a ton of stories and I am sure others do too! Do share!
I had a good customer service experience at Jay Peak! We went there on a rather freezing drizzly day but that was not the issue. We got there around 9 and the Tram side parking was full (was different a few years ago) so we parked Stateside (will be different now) the lift ticket window became inundated and the line got really long. On top of that they had network issues and about 45 minutes to an hour later finally got up to the window and they did not know how to process the RSNE Card so they sent us to the Tram side via the T Bar (no longer there) once over there we finally got our tickets and started skiing around 11:30. While skiing I started thinking about that whole experience and when I got home decided to send an email to marketing, customer service, and a few others. In the end even though I skiied on 2 for 1 tickets the comped me for my family X 2 8 tickets total. I think the times 2 was a mistake since they came in separate mailings and from different people. Either way that was cool, however, I tore my ACL so I never got to use them, but my family did while I drank Tram Ale in the Tower bar!
Bought 4 Unrestricted Sugarbush tickets for $199
Wound up costing me $199 to ski one day at Sugarbush last year because I got hurt.
Been there done that. We prepurchased two three packs to Burke at the Boston Ski and Snowboard show and my wife broke her shoulder on the first of three days. To add insult to injury - we also bough tickets to Sugarbush and Owls Head through Boston Deals which we never used that year either. Total cost was $310 for ten skier visits
However, we spoke to Buke and they gave us a couple of comp tickets for the following season and Boston Deals credited our account so we could repurchase lift ticket vouchers the following season. In the end we lost two visits out of ten! Technically the day she got injured was lost too since it was our first run!
But it never hurts to follow up with them to see if they will work something out!
Already did that. I could of have gotten tickets for others last year but I had to be there to get them. I wasn't going to ride to VT. sporting a hard cast up to my knee & walking on crutches. I contacted them a week or so ago to see if they could make some kind of adjustment if I purchased another quad pack this year, no dice.
edit: I'll more than make up for it though. I have a friend that works for the mountain on weekends. He gets me $30 employee discount tickets when I ski with him during the week (he skies free). Only reason I bought the quad pack last year is because he's not always available during the week (works other jobs).
You should have called their customer service I bet they would have given you a refund if you had.
Scotty read my post above. I contacted them last year & the only way they could be used is if I was there. Yes you can use the quad packs to get tickets for others but the person that bought the quad pack has to be there. The one ticket that I used last year they wanted to see my drivers license for proof of ID. Sugarbush is very strict about these things. They didn't offer me a refund even though I told them I got hurt & wouldn't be able to ski again last season. Even when I've used discounted ski club bulk tickets in the past they wanted to see a valid ski club membership card & it had to be dated showing you were a current member or have a current ski council sticker on the card. I also called them last week to see if they would give me a discount if I purchased another quad pack this year. I even got the call transferred to the head guy & he said no. I have no hard feelings towards Sugarbush because their policy is clearly stated on the purchase link.
I bought two 50% off vouchers from Boston Deals for Sugarbush and when my wife got injured I reached out to Boston Deals to get refunded and they told me to work it out with Sugarbush. Sugarbush wanted nothing to do with it - I purchased in advance for a specific season with no guarentees. Yes they are hard asses about this stuff. I ended up going back to Boston Deals becuase they said the deals are good for seven years (MA Law). They credited my account as mentioned earlier. BTW Sugarbush to Boston Deals that Vermont businesses are not subject to MA laws and told them they they were going to have to deal with it too!
Anyhow - get where you are coing from!
Getting back to refunds on pre-purchases. Last year I had a K midweek season pass. They offered an insurance policy if for any reason you couldn't use the pass. I didn't purchase the insurance last year but they still offered me a pro-rated refund anyway. As it wound up I wasn't eligible for a refund because I had already used the pass over 10 days. It was nice of them to offer though & to me that's good customer service.
This year I bought another midweek pass for K. At the time I purchased the pass they were offering the same insurance policy as the year before. I think it was 5% of the purchase price & I bought it, think it came out to a little more than $20. Last month K announced that their new policy was to offer the insurance policy at no cost to pass purchasers. I got a refund for what I had paid for insurance. That's even better customer service. Sugarbush could learn a thing or two from K.
I had a good customer service experience at Jay Peak! We went there on a rather freezing drizzly day but that was not the issue. We got there around 9 and the Tram side parking was full (was different a few years ago) so we parked Stateside (will be different now) the lift ticket window became inundated and the line got really long. On top of that they had network issues and about 45 minutes to an hour later finally got up to the window and they did not know how to process the RSNE Card so they sent us to the Tram side via the T Bar (no longer there) once over there we finally got our tickets and started skiing around 11:30. While skiing I started thinking about that whole experience and when I got home decided to send an email to marketing, customer service, and a few others. In the end even though I skiied on 2 for 1 tickets the comped me for my family X 2 8 tickets total. I think the times 2 was a mistake since they came in separate mailings and from different people. Either way that was cool, however, I tore my ACL so I never got to use them, but my family did while I drank Tram Ale in the Tower bar!