Disappointing changes at Southport
Comments
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https://m.facebook.com/story.php?story_fbid=1324598104242230&id=1023610464340997
Here goes fingers crossed
It worked right chuffed 😆😆. It even shows exactly what I was talking about for the picture and comments.
Of to celebrate by cleaning the bathroom. I know my place 😂😂😂
The websites gone really slow - thought it was cos I was critiquing 😉
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Artel, please do not hold your breath, usually 3 to 4 weeks to get a response to emails. Post on Facebook and I can almost guarantee a response within 24 hours😠
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Just contact them again quoting your original e-mail. It is quite possible that they need to speak to the regional manager before they reply to you which can cause delays. However sometimes mails get overlooked hence my suggestion you contact them again. Perhaps not ideal but if you want an answer you need to persist.
David
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David, Surely a company of the size of the CC can respond within the timescale that they project, and complainers should not have to repeat their OP. All they'll get is another automated reply saying the same thing and then have to wait goodness how long for a response from a member of staff. It happen thus on a regular basis. They just stick their heads in the sand and hope that the OP will forget all about it.
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The OP has a very specific question about a specific campsite. It is more than possible that the staff at HQ in the Sites Department don't know the immediate answer so have to contact someone with responsibility in that area. That person could be out of the office or even on holiday, especially at this time of year, so there are lots of reasons why you might not get an immediate answer. This is what is usually included in an automated reply
"Depending on the nature of the enquiry we will endeavour to respond to you within 3 working days, however enquiries of a technical nature can take between 7 and 10 days "
Whilst it should not be necessary for a member to go back to the Club to remind them that they are still waiting for an answer at the end of the day if you want that answer you have two choices, follow it up or forget about it. Even the Community Manager would have to go through the same process to get the information, that is why I often suggest people use the report button to highlight the issue.
David
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I would agree with David's advice to use the report button. Copy and paste the URL at the top of the page onto your report comments so that the discussion can be quickly identified. If something is of concern this is a better and faster method of communication than e mail.
You could also ring the club from a site you are staying on if needed during working hours.
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" We are pleased to acknowledge receipt of your email to the Community Manager mailbox. We hope you will appreciate that, due to the volume of emails we receive, we are not able to respond to all of the emails. However, we read each and every one and will take action where appropriate. If you have reported a post or a review, we will also take action where appropriate if the post or review does not meet our Community Guidelines. Unfortunately we may not always be able to respond to notify you of any action we have taken."
this is the disclaimer at the top of an automatic email i received on 20/7 in response to an issue i contacted Ro about.
despite the earlier post suggesting responses within named timescales (mine was not technical and should have been responded to in 3 working days) i have received nothing.
not only that, the text i included above suggests that (for any number of reasons) one might not get a response at all, other than a statement suggesting all emails are 'read'.
for a market leading company to have such a 'selective' process where complaints/enquiries can be ignored, should they choose to, is very poor in this day and age.
most modern companies have a robust complaints procedure where the complainant (customer) is able to track all stages of the complaint through to a satisfactory (for both parties) conclusion.
so, bottom line, dont hold your breath.
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Not defending anything just pointing out the reality of the situation. If you want something done you have to be proactive rather than sitting on your hands and just complaining about other people not seemingly doing their jobs. I, and others,are trying to illustrate a few options which the OP could undertake to get the answer to his problem. Although having reread his original contribution I am not really sure what can be said other than expressing regret that he feels his holiday was affected by the opening of an additional door into the toilet block?
David
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Hi David, thanks for your comments but just to try and clarify a couple of points. The automated response definitely stated " we aim to respond within two working days", no mention of the three days or 7 days you refer to. I wasn't the original poster who felt their holiday was ruined but someone who had been on site and in the near vicinity of that person's pitch when the new additional toilet access was opened and anticipated that the problem he refers to would arise. Not meaning to be pedantic but the OP wasn't, in my view, complaining about an additional toilet door being opened but an additional pedestrian access to the toilet block had been created which had the effect of turning his pitch into a major thorough way. Anyway, I'm not going to waste any more time with it, I have mentioned the matter in a site review, contacted the club to raise the matter with them and draw their attention to the problem plus this discussion, what they do or don't do now is up to them. It won't stop me from going back to Southport but as I have already said I certainly will not be going on that pitch if it remains as it is.
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Artel
I have just seen your review and you have made a good case which I notice was supported by a newer review. I know reviews are monitored so hopefully someone will take note. If it's a regular haunt of yours perhaps you could report back on here next time you visit. No doubt you will be doing another review?
BTW the time to answer a question I quoted from an e-mail I had received so clearly they differ depending on the nature of the question?
David
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Just a quick update to those who had shown some interest in this originally.
Following the lack of response to my first contact with the Club in July I did email them again on the 16th August. Raised the original matter plus the fact that I had received no response, which generated the usual automated response. Following that I did get an email from a real person saying they couldn’t find any trace of my original email but they had now passed the matter on to the regional manager who would aim to respond within 20 working days. That was on the 17th August, we are now on the 29th September and still nothing. I don’t suppose any reply would have said much other than some bland “we’re monitoring the situation” type of thing but I’m really surprised and disappointed with the apparent lack of courtesy and concern.
I also notice that on the other Southport thread Rowena was asking for someone to the club to respond to the YouTube video related to this matter and that as yet no one has bothered with that either.
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sDave, what you suggest may or may not be true, however i have contacted Ro several times recently, by the report button and also by her personal CM mailbox.
due to previous 'black hole syndrome', in all correspondence i asked specifically for acknowledgement of the contact, proposed action and a date by which it would happen....pretty std suff with any 'complaints/contact' process....
result of my efforts....nil, nada, zip.....not even the courtesy of a reply despite asking (repeatedly) to let me know that my comments had arrived and were being considered.
i even asked what the escalation process was in the case of a non satisfactory outcome....
again, nothing.
having been responsible for the company's help desk services, i am well aware how this sort of contact 'should' be managed...with proper systems bringing 'open' queries to the operators attention as time moves along and beyond the system dates for acknowledgement, action, confirmation and closure...
recorded customer issues do not 'fall into a black hole' if the business has a proper functioning issues management process and system.
im beginning to think that we have a 'bits of paper on a desk' system in CC.
Either that or correspondence is being deliberately ignored as its the easy option?
...but surely that cant be the case...?
even a 'go away' reply would have been something...
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BB, why not put your complaints on the CC's Facebook page. I'm sure you'll get a response from HO then. You know that they take little or no notice of what's posted on this forum.
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I'm really sorry to read that this affected your enjoyment of the site. As per my reply on the recent Southport site of the week discussion, I have spoken to the Regional Manager about this and he has advised that the Club created a secondary footpath to the toilet block at Southport this season, which runs between two pitches, in response to significant member feedback about limited access to the block. In light of the feedback we have received we will review the location of the access path this autumn and explore any/all options to improve the situation.
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It always seemed daft that there was no entrance at that side. However in looking at the 'solution' shown in a video the access path was such that anybody using that entrance either walked on the grass strip between pitches or, more likely on the gravelled pitch adjacent as evidenced in the video.
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Indeed EasyT. There is no other way to access that entry point.
Oh to specialise in the running and design of touring caravans/motorhomes as your maintain reason for the existing in business 😉. At least you'd spot design flaws BEFORE build or along the way!
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