Sometimes it pays to complain

[colin keightley]

After a recent visit to Chill Factore I left a little disgruntled and received an how was your experience email, so this was my reply(just for info it was a 2hr session i had booked)

"This is in response to how was your experience. Not great, with only one lift running for the first 1.5hrs of my session and an average waiting time of 10mins to use the lift meant that I got very few runs in. to bring this into context my morning started with a 2.5hr drive from Teesside to have a not so great time queuing then a 2.5hr drive home. I was going to air my opinion at the desk but felt it was the last thing the poor girls behind the desk needed with a que half way to the door. I don't normally complain and wasn't going to but really felt short changed by my visit"

I have just received this reply

"Hi Colin,

Firstly, I’d like to thank you for taking the time to contact us regarding your recent visit to us. We value and listen to all of the feedback that we receive and do our best to use each as an opportunity to evaluate and ensure that we are providing the best experience possible. We love to hear from people when we get things right, but equally, we need to know when people leave and are unhappy with the experiences so that we can implement the necessary changes and make sure that your feedback is delivered to the right departments.

Secondly, I’d like to apologise for the experience that you had with us whilst on the main slope on Sunday 12th October. Having spoken to the staff who were on shift that Sunday morning they have confirmed that there were maintenance issues with one of the and all that I am able to do is offer my apologies. Despite us maintaining the lifts on a regular basis (we have a Maintenance department who work Monday-Friday and are on-call over the weekend) occasionally there can be technical issues which are beyond our control. We did make a call-out on Sunday morning and we tried to rectify the situation as quickly as possible so that it did not affect our slope users for a prolonged period of time.

Having had a look at number of times your tickets were used, I can see that you didn’t get as many runs within the 2 hour period that we would naturally expect, even during peak times. In light of this and given that we would hate for this to have soured your view of us at Chill Factore, we would like to offer you a complimentary 2 hour pass (with the trouser hire too) to take at a time of your choosing. If you would like to take us up on this offer, then just drop us an email with a date and time and we can look at getting something booked for you.

Kindest Regards,

Shelley"

Will have to book a day of work and make the most of a quiet spell

[John Wallis]

Nice one

[berow]

Hi Colin, I am going to give you some praise( it won't happen again!) you set the right tone, well done.

[Graeme]

Good to see such a positive result

i nominate you as lead nhpc complainant to the weather gods next time we turn up onsite and its unflyable

[AngusB]

Nice one Colin, makes me wish I'd complained more about the lift situation at Castleford Xscape...not just for the freebies but to get something done.

[bill-scott]

good result Colin better than the experience i had or should i say didn't have with a segway day my daughter bought me for Christmas .
It was valid for 12 months from day of purchase so we left it until summer and tried to book it at the back end of September only to be told there were no dates available in the northeast until january ,
after searching tinternet for info we found loads of complaints about the operation it seems that they have a kind of travelling circus operating out the back of a truck and they very seldom venture north e-mails were just ignored
so we eventually found a phone number and were told basically pay again or sod off
so no segway day no refund
be warned if your thinking about anything simillar search for vreviews first