Needed to get this off my chest, following recent posts regarding Customer Services(especially EGG's refund saga) thought I needed to share this one.
It's two different stories but both about the same thing, trying to get 1,000 Miles from stays at Hilton Hotels on recent trips to the US.
Starting back in November I had stayed at three different Doubletree Hotels during a 10 day trip to Florida.
Three weeks after my return I realised that I had only been credit for two of the stays. I filled in the missing miles claim form from the VS web site and sent it off with a copy of my hotel bill.
30 days passed and I had heard nothing so I decided to call FC. Spent about 25 minutes on hold (was later told this was due to the fact that it was between Christmas and New Year and there was nobody available in Crawley) finally was answered by a lady in an Indian call center. I explained the situation and she asked me if I had sent the letter by recorded delivery. When I answered no she basically told me that it was my fault and I would have to send it in again.
OK, so maybe common sence should have told me to send it recorded delivery but the web site certainly does not. When I pointed this out to her she said it clearly says recorded delivery and that I need to read it again. Luckly I had the web page infront of me and I quoted it word for word back to her but despite my best efforts she kept saying it was my fault. Thinking it could not get any worse she then said she would check my account to make sure the 1,000 miles had not been added. After 1 minute of silence she double checked with me that I had taken 3 hotel stays and as pleased as punch she announced that indeed I had been credited (One stay at the Doubletree Key Largo, one at the Doubletree Cocoa Beach and the other and the Hotel Hertz[?]). Realising that I was not getting anywhere I told her not to worry and would resend the information.
Just after New Year I gave FC another call and spoke to a very helpful lady who admitted that my claim was in the system and before I could press the refresh button on my pc the 1,000 miles had been credited to my account. We had a laugh over the Hertz Hotel and she suggested that maybe the lady had thought I had slept in the back of the car:D. Regarding the claim of "registered post" we both read through the web page and she agreed with me that it does not state this. She said she would make a recommendation that this is added. (just check it and it has not been[n])
At the begining of February I took a 5 day trip to New York. Due to the cost of hotels it worked out cheaper to stay in two locations, one a Doubletree and the other a Hilton.
As with my previous trip after 3 weeks of my return I had not been credited with one of the stays.
Again I filled out the form and sent it in this time recorded delivery. 3 days later I received a letter thanking me for my claim and it would take up to 30 days to sort out.
30 days passed and I had heard nothing so I decided to give FC a call. Spoke to a gentleman and explained the whole situation. Guess what the first question he asked me was?? had I sent it recorded delivery? I explained it all again and this time he told me that it had not arrived and could I send it in again.
After this the conversation got a little heated. I asked him to explain why if you had not received my claim I had received a letter dated 12th March thanking me for my claim (I had already told him twice that I had waited the 30 days as per the letter that I had been sent). After a long pause he said he would check the system, he then told me that I had not allowed for Easter and that as they had 2 days off over this time the claim had not been dealt with. My final comment to him was along the lines of what a load of c**p but I would give it another week but I knew I would not be credited.
Sure enough another week passed and no joy. Gave FC another call spoke to someone else who told me they had no record of my claim and had I sent it in recorded delivery[:(!][:(!][:(!]
This then brings me to last Tuesday when I sent them a very polite letter explaining my frustration along with a copy of the hotel bill and a copy of the confirmation letter they had sent me.
Recorded delivery of course
Today is Monday and still no reply so it's just a case of wait and see at the moment.
Being a black London cabbie I go up and down Camden Hill Road quite often so it's only a matter of time before I knock on the door of number 120[}:)]
-Steve
It's two different stories but both about the same thing, trying to get 1,000 Miles from stays at Hilton Hotels on recent trips to the US.
Starting back in November I had stayed at three different Doubletree Hotels during a 10 day trip to Florida.
Three weeks after my return I realised that I had only been credit for two of the stays. I filled in the missing miles claim form from the VS web site and sent it off with a copy of my hotel bill.
30 days passed and I had heard nothing so I decided to call FC. Spent about 25 minutes on hold (was later told this was due to the fact that it was between Christmas and New Year and there was nobody available in Crawley) finally was answered by a lady in an Indian call center. I explained the situation and she asked me if I had sent the letter by recorded delivery. When I answered no she basically told me that it was my fault and I would have to send it in again.
OK, so maybe common sence should have told me to send it recorded delivery but the web site certainly does not. When I pointed this out to her she said it clearly says recorded delivery and that I need to read it again. Luckly I had the web page infront of me and I quoted it word for word back to her but despite my best efforts she kept saying it was my fault. Thinking it could not get any worse she then said she would check my account to make sure the 1,000 miles had not been added. After 1 minute of silence she double checked with me that I had taken 3 hotel stays and as pleased as punch she announced that indeed I had been credited (One stay at the Doubletree Key Largo, one at the Doubletree Cocoa Beach and the other and the Hotel Hertz[?]). Realising that I was not getting anywhere I told her not to worry and would resend the information.
Just after New Year I gave FC another call and spoke to a very helpful lady who admitted that my claim was in the system and before I could press the refresh button on my pc the 1,000 miles had been credited to my account. We had a laugh over the Hertz Hotel and she suggested that maybe the lady had thought I had slept in the back of the car:D. Regarding the claim of "registered post" we both read through the web page and she agreed with me that it does not state this. She said she would make a recommendation that this is added. (just check it and it has not been[n])
At the begining of February I took a 5 day trip to New York. Due to the cost of hotels it worked out cheaper to stay in two locations, one a Doubletree and the other a Hilton.
As with my previous trip after 3 weeks of my return I had not been credited with one of the stays.
Again I filled out the form and sent it in this time recorded delivery. 3 days later I received a letter thanking me for my claim and it would take up to 30 days to sort out.
30 days passed and I had heard nothing so I decided to give FC a call. Spoke to a gentleman and explained the whole situation. Guess what the first question he asked me was?? had I sent it recorded delivery? I explained it all again and this time he told me that it had not arrived and could I send it in again.
After this the conversation got a little heated. I asked him to explain why if you had not received my claim I had received a letter dated 12th March thanking me for my claim (I had already told him twice that I had waited the 30 days as per the letter that I had been sent). After a long pause he said he would check the system, he then told me that I had not allowed for Easter and that as they had 2 days off over this time the claim had not been dealt with. My final comment to him was along the lines of what a load of c**p but I would give it another week but I knew I would not be credited.
Sure enough another week passed and no joy. Gave FC another call spoke to someone else who told me they had no record of my claim and had I sent it in recorded delivery[:(!][:(!][:(!]
This then brings me to last Tuesday when I sent them a very polite letter explaining my frustration along with a copy of the hotel bill and a copy of the confirmation letter they had sent me.
Recorded delivery of course
Today is Monday and still no reply so it's just a case of wait and see at the moment.
Being a black London cabbie I go up and down Camden Hill Road quite often so it's only a matter of time before I knock on the door of number 120[}:)]
-Steve
