Rescheduling a Class

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My wife was given tickets to the Cook & Corks: Food & Wine Pairing from her son Matthew Ficca), which is scheduled for July 25, 2014 (ticket # is 30707. On Tuesday of this week July 22nd her father passed away. Services are scheduled for Friday evening July 25th, the same evening as the class. I understand your policy, however, due to the circumstances is there any way possible for us to reschedule the class. I would be more than happy to provide any documentation you would like to see to valid our request. Thank you for your consideration. I can also be reached at *******

Tom Ficca

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We appreciate you taking the time to provide a different perspective on the issue. It’s very helpful when, as we have here, there is a forum for thoughtful exchanges of ideas. We are always looking for ways to improve. This helps us to identify areas for improvement, while also providing valuable information to our potential customers.

What I hear you saying is that there are good reasons that someone might have to cancel. In your case, your family experienced an unforeseen event. To help us consider the circumstances of your individual situation, you are willing to submit evidence that this sad occasion is the reason for not being able to attend.

Your point is well-taken. All of us here are old enough to have experienced such unforeseen circumstances in our lives. These unfortunate events can, and often do, arise when we’ve made other plans.

The issue then becomes: How do we define that list of exceptions to our policy and apply it in a way that is fair to everyone? Where do we draw the line? That is a slippery slope.

After years of consideration, we have come up with a process that leaves personal judgment out of the equation. The premium ticketing policy mimics the way our broader society deals with any type of risk: it provides an insurance policy for unforeseen circumstances. The decision to pay for this protection is solely in the hands of the purchaser.

We understand your frustration and can appreciate where you are coming from. While the process is not perfect, it is at least fair and transparent.

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Dear Tom,

That is sad news, and our condolences on your loss. This must be a very difficult time for your family.

We had a similar inquiry a few months back, and the owner of the Wine School wrote a detailed response sharing our point of view on the tricky issue of when to allow rescheduling. The link is here: http://www.vinology.com/questions/question/rescheduling

As he says, we are always open to suggestions on how to make the policy both fair and efficient for everyone.

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You are missing the point. This purchsse was a gift given to my wife by her son for Mother’s Day. You can’t dictate to the person purchasing the gift what they should spend for a gift.

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First. Thanks for your response and I understand your policy and rules. However, life is unpredictable and when you make plans there is always the possibility that circumstances beyond one’s control can and will arise. That is the way life, it has unpredictable moments beyond our control and you have to make decisions and choices on what is best for everyone involved. When dealing with human beings, you need to look at each circumstance on a case by case basis. Certaintly two months ago when these tickets were purchased no one involved could predict what would happen. This event was beyond our control. If your school is truly as good as advertised then you should not have any issue filling a future class at your convenience. All we are asking is to be able use the tickets at another time for another event so we can witnes this experience.
Here are some suggestions regarding the policy. You should have a small list of circumstances that warrant rescheduling and have people provide the evidence that the reason is legitimate. You don’t need to post the reasons just add them to your policy. Secondly personalize your customer service, responding through a website and asking questions is frustrating and an impersonal approach for people who buy your service. Talking to someone on the phone provides a personal touch. If someone is rude or ignorant you are going to need to find away to deal with it. That is the world we live in today. Businesses deal with this on a day to day basis so consider finding a way to deal with this element of the population.

Thanks

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