Onnidan Fan Forum

Discussion => Sports Forum => Topic started by: Capler on September 27, 2019, 12:37:43 PM

Title: A&T staff is not being professional
Post by: Capler on September 27, 2019, 12:37:43 PM
I'm not one to bad mouth one of my own in public, but the folk at A&T were very unprofessional last night and continue to be that way today.

A couple of weeks ago at the Elon game, they announced a special promotional ticket package that included 4 tickets and a $20 concession voucher.  They announced this several times, and if you were at that game you probably heard it. I took that as an opportunity to take some  non Aggie fans to the game.

I bought the packet on Monday at the A&T Ticket office, and the ticket seller specifically told me to go to the  Will-Call window at the game to collect the concession voucher, and that is what I did.  At Will-Call, they went brain dead and said they knew nothing about it and instructed me to go back to the ticket office. Of course, the ticket office was closed, and I told her this. She then told me to go to the concession stand and show the ticket and they might honor it. I went there and they told me they knew nothing about a voucher and also said they don't even work for A&T.  They told me to ask some to the staff standing around about it.

Of course, no one knew a thing, The worst part about the entire experience was the shoddy customer service. No one was willing to pick up the phone and call someone to get information. When I entered the south gate, and tried to go back out to Will Call on the north end, they said, "If you go back out, you can't come back in."  I explained my problem but homegirl would not budge, she said, 'if I do that for you, I have to do it for everyone.  I had an extra unused ticket and had to use that just to go to Will-Call to ask them about a voucher they knew nothing about.  I was so embarrassed for my guest to see this because they were thinking  A&T is a very unprofessional ghetto  place.

Never in my life have I ever experienced such bad customer service. Y'all know I use to work at UNCG, and when a visitor comes on our campus, we bend over backwards to help them.  You never say, 'I don't know' when you are a staff person. You stay with them until you figure things out. We don't do visitors that way, nor do we do students that way. If a freshman can't find their class, I will look at their schedule and make sure they know where they should be.

Ok fast forward to today. It is not even about the $20 voucher at this point but about the bad, uncaring staff.

I called the Ticket Office this morning looking for answers. Guess what, they would not own the problem. I was told that they did not set the ticket packages, they only sell them. They transferred me to the Athletic Department.  The AD department would not own the problem either, but told me they will leave a note for someone. I will be very shocked if I get a call back.

Now I'm furious and am ready to start  climbing over folks.  So Aggies in the know, who should I call to 1) complain about the voucher, that seemingly no one knows anything about, and 2) address the horrible customer service.  No one should be employed by any college if they can't give customer service. 

I'm going public with this not to b!tch, but as a means to correct things. Black folk we got to do better and be professional. I love A&T, but this area need to be fixed.


Title: Re: A&T staff is not being professional
Post by: Oldschoolram on September 27, 2019, 12:48:02 PM
By "they" do you mean the Aggie PA announcer?
Title: Re: A&T staff is not being professional
Post by: Capler on September 27, 2019, 12:52:20 PM
By "they" do you mean the Aggie PA announcer?

Yes, it was announced several times during the game. It could have been pre-recorded, not sure.
Title: Re: A&T staff is not being professional
Post by: SSUTigerFan on September 27, 2019, 12:55:50 PM
Not only at A&T.  SSU is just as bad.

A few years ago, I had some potential donors with me at a football game.  They were supposed to be guests of the President.  The public relations lady met us at the gate and told us their names were,not on the program.  She would not page the pres nor try to make provisions.  These guess we're white.  They all said, forget it", we'll pay.  I was embarrassed , angry and humiliated.  I did reach the prez and she was livid and had her to call me and apologize.

I feel your pain Caller.
Title: Re: A&T staff is not being professional
Post by: Oldschoolram on September 27, 2019, 01:00:48 PM
Capler,

I asked because one true fan says he has never heard of such a thing, etc.

I was hoping you'd say that.  Go to the chancellor.  The AD reports to him.
Title: Re: A&T staff is not being professional
Post by: Capler on September 27, 2019, 01:11:28 PM
Capler,

I asked because one true fan says he has never heard of such a thing, etc.

I was hoping you'd say that.  Go to the chancellor.  The AD reports to him.

Yeah, it was a real package. I have the printed ticket with that special package information on it. The Ticket Office also made mention of the included $20 voucher without me even asking about it.

I think they were trying to get people in the stadium on a Thursday night when ESPN was in town.  The crowd was very good for a week night.  :nod:
Title: Re: A&T staff is not being professional
Post by: Jay_Thomas on September 27, 2019, 01:22:23 PM
that really sucks

I've experienced similar in other places as well.

NOBODY KNOWS CHIT!!! ::)  The aggravation and frustration.


UGH!!!
   :tongue2:
Title: Re: A&T staff is not being professional
Post by: Capler on September 27, 2019, 01:44:57 PM
OK, I just climbed the ladder that is NCA&T and talked to Ticket Office manager, Campus Enterprises that over sees the Ticket office and someone in administration.

It was a good conversation and they were aware and  acknowledged the problem. The crux of the problem was the athletic department. They ran the special but did not do all they needed to do to support the offer.  The other departments were left in the dark. She apologized and vowed to do better. That is all I can ask for on this matter.

I spend most of my time focused on the bad customer service. I told them it was unacceptable and the college should do more staff training in that area. She agreed, and went on about it being a bad look for a college that bills itself as being the number 1 HBCU in many areas. It was a very productive conversation and I can only hope  a little something comes from it. I begged her to make it a personal mission of hers  to make sure work is done to improve things. 

Thanks for reading people, I'm not going to say anything else about this matter.

Title: Re: A&T staff is not being professional
Post by: Professor on September 27, 2019, 01:48:16 PM
Good to hear, i was about to shoot u a list of people to email
Title: Re: A&T staff is not being professional
Post by: JBROB on September 27, 2019, 02:11:17 PM
(https://pbs.twimg.com/media/EESYj4jXsAAV71Y?format=jpg&name=large)
Title: Re: A&T staff is not being professional
Post by: Bison 4 Life on September 27, 2019, 08:17:47 PM
Capler, I've expereince that crap at several of our schools including my own.Usually from an obese rent a cop or employee :tiptoe: .
Title: Re: A&T staff is not being professional
Post by: Maroon and Gray on September 27, 2019, 08:42:42 PM
Why didn’t they give the voucher at the time of ticket purchase?
probably hoping for you not to remember

That was the FIRST sign of trouble on the horizon.  You didn’t say they offered you a discount on the next home game or an extra voucher.  That would be asking too much.

aggies   :dedhorse:
Title: Re: A&T staff is not being professional
Post by: eagle pride on September 27, 2019, 10:28:59 PM
This is just terible... :snicker
Title: Re: A&T staff is not being professional
Post by: Thinkingaboutit on September 28, 2019, 09:06:27 AM
Next time Capler, purchase your ticket REGULAR like and have some fun.  When you  hear a GIMMEE  back off.    :nono2:  Don't make a big deal over a GIMMEE you didn't GET. Not worth your time man .  Move on.
Title: Re: A&T staff is not being professional
Post by: y04185 on September 28, 2019, 11:39:04 AM
Next time Capler, purchase your ticket REGULAR like and have some fun.  When you  hear a GIMMEE  back off.    :nono2:  Don't make a big deal over a GIMMEE you didn't GET. Not worth your time man .  Move on.

Actually, it's a very bad look for A&T.  They should have honored their promotion.  It's bait and switch on A&T.
Title: Re: A&T staff is not being professional
Post by: Maxell on September 28, 2019, 09:35:59 PM
Next time Capler, purchase your ticket REGULAR like and have some fun.  When you  hear a GIMMEE  back off.    :nono2:  Don't make a big deal over a GIMMEE you didn't GET. Not worth your time man .  Move on.

Actually, it's a very bad look for A&T.  They should have honored their promotion.  It's bait and switch on A&T.
It's not bait and switch.  It's a structural issue involving three different departments that happens a number of times at our schools.  The promotion is a part of (1)Athletics which is it's own department, the (2)Ticket Office is a department within the Finance Division, the (3)Vending is a different department within Finance. Every time our schools have an event that involves coordination of multiple departments in a way that is NON-ROUTINE... we can screw it up many times.

I think most schools operate in silos on game day and the right hand doesn't know or care what the left hand is doing.  There are so many things that have to happen on game day, anything that is new can throw a wrench in it.  If we continue to have large crowds then I'm not sure if there is one person responsible to coordinate all game day operations across every department but maybe there should be.

You're right. It is a very bad look, but it is not bait and switch. 
Title: Re: A&T staff is not being professional
Post by: y04185 on September 29, 2019, 04:19:19 AM
Next time Capler, purchase your ticket REGULAR like and have some fun.  When you  hear a GIMMEE  back off.    :nono2:  Don't make a big deal over a GIMMEE you didn't GET. Not worth your time man .  Move on.

Actually, it's a very bad look for A&T.  They should have honored their promotion.  It's bait and switch on A&T.
It's not bait and switch.  It's a structural issue involving three different departments that happens a number of times at our schools.  The promotion is a part of (1)Athletics which is it's own department, the (2)Ticket Office is a department within the Finance Division, the (3)Vending is a different department within Finance. Every time our schools have an event that involves coordination of multiple departments in a way that is NON-ROUTINE... we can screw it up many times.

I think most schools operate in silos on game day and the right hand doesn't know or care what the left hand is doing.  There are so many things that have to happen on game day, anything that is new can throw a wrench in it.  If we continue to have large crowds then I'm not sure if there is one person responsible to coordinate all game day operations across every department but maybe there should be.

You're right. It is a very bad look, but it is not bait and switch.

I disagree.  The ticket manager is a member of the athletic department.  A&T has two people responsible for gameday operations.  This is 100% an athletic department screw up.  The AD should be held accountable.

A professionally ran sports operation would not have allowed this to happen.  They would have gone out of their way to make Capler whole.
Title: Re: A&T staff is not being professional
Post by: Decks on September 29, 2019, 04:47:49 PM
Next time Capler, purchase your ticket REGULAR like and have some fun.  When you  hear a GIMMEE  back off.    :nono2:  Don't make a big deal over a GIMMEE you didn't GET. Not worth your time man .  Move on.

Actually, it's a very bad look for A&T.  They should have honored their promotion.  It's bait and switch on A&T.
It's not bait and switch.  It's a structural issue involving three different departments that happens a number of times at our schools.  The promotion is a part of (1)Athletics which is it's own department, the (2)Ticket Office is a department within the Finance Division, the (3)Vending is a different department within Finance. Every time our schools have an event that involves coordination of multiple departments in a way that is NON-ROUTINE... we can screw it up many times.

I think most schools operate in silos on game day and the right hand doesn't know or care what the left hand is doing.  There are so many things that have to happen on game day, anything that is new can throw a wrench in it.  If we continue to have large crowds then I'm not sure if there is one person responsible to coordinate all game day operations across every department but maybe there should be.

You're right. It is a very bad look, but it is not bait and switch.

I disagree.  The ticket manager is a member of the athletic department.  A&T has two people responsible for gameday operations.  This is 100% an athletic department screw up.  The AD should be held accountable.

A professionally ran sports operation would not have allowed this to happen.  They would have gone out of their way to make Capler whole.

Every organization makes errors. It's all about taking ownership, getting it corrected and making sure it doesn't happen again. We have perhaps the best AD in FCS so I'm confident this will get fixed if he has anything to do with it.
Title: Re: A&T staff is not being professional
Post by: Capler on October 01, 2019, 11:25:28 AM
I'm not going to call names, but you know who you are.  :) I want to thank all Aggies here on Onnidan, who stepped in and addressed my situation with the university. Because of you, a Vice Chancellor called and apologized for the situation and offered free tickets for a future game.

Apparently the actions here have started a dialogue on campus. Without such a  conversation, things tend to remain the same. It is so easy for a complaint to stay on one person's desk  and  get discarded  if it does not cause an inconvenience.

Now that the situation has spilled beyond the campus gates, and alumni are calling asking questions,   I'm confident the university will make the necessary adjustments.

Thank you Aggies, without your words here, and without your campus contacts, my voice would not have gone as far as it did. I am very hearten beyond words, and will always support A&T to the best of my abilities. 

Title: Re: A&T staff is not being professional
Post by: WileECoyote06 on October 01, 2019, 12:03:30 PM
I'm not going to call names, but you know who you are.  :) I want to thank all Aggies here on Onnidan, who stepped in and addressed my situation with the university. Because of you, a Vice Chancellor called and apologized for the situation and offered free tickets for a future game.

Apparently the actions here have started a dialogue on campus. Without such a  conversation, things tend to remain the same. It is so easy for a complaint to stay on one person's desk  and  get discarded  if it does not cause an inconvenience.

Now that the situation has spilled beyond the campus gates, and alumni are calling asking questions,   I'm confident the university will make the necessary adjustments.

Thank you Aggies, without your words here, and without your campus contacts, my voice would not have gone as far as it did. I am very hearten beyond words, and will always support A&T to the best of my abilities.

Glad to hear this.  We've got to hold people accountable.  Everyone on campus should feel obligated and empowered to solve problems to the best of their ability; or get answers when they can't solve the problem.
Title: Re: A&T staff is not being professional
Post by: ‘87 Alum on October 01, 2019, 12:22:05 PM
I'm not going to call names, but you know who you are.  :) I want to thank all Aggies here on Onnidan, who stepped in and addressed my situation with the university. Because of you, a Vice Chancellor called and apologized for the situation and offered free tickets for a future game.

Apparently the actions here have started a dialogue on campus. Without such a  conversation, things tend to remain the same. It is so easy for a complaint to stay on one person's desk  and  get discarded  if it does not cause an inconvenience.

Now that the situation has spilled beyond the campus gates, and alumni are calling asking questions,   I'm confident the university will make the necessary adjustments.

Thank you Aggies, without your words here, and without your campus contacts, my voice would not have gone as far as it did. I am very hearten beyond words, and will always support A&T to the best of my abilities.

Glad to hear this.  We've got to hold people accountable.  Everyone on campus should feel obligated and empowered to solve problems to the best of their ability; or get answers when they can't solve the problem.

A little accountability goes a very long way....