Where is the Customer Service Universal?


What a summer we are having! The last few weeks have seem like non stop going and doing! My son turned 6 last week and I had an entire week planned for him. His dad had a work meeting for 3 days in Orlando so we planned around that.  I’ve been planning this vacation since my husband received the dates for his meeting back in early June. We drove down to Orlando saturday night & stayed at a Hampton Inn off Hwy 27 & I4. My boys thought that was the greatest! Sunday we got up and arrived at Legoland as they opened! Check my other post for all the goodies on the day!!!

Monday my husband had to check into to his meeting at 4pm so we planned the morning til 2:30 at Universal Islands of Adventure. Currently we are reading the first Harry Potter book  and Xander was so excited to go to that section even though he has seen a couple of the movies – reading it brings a whole new level of excitement. We knew we couldn’t go to the Universal studios side because my husbands pass has blackout dates since most of the time he has to work during blackout times anyways but the boys and I have regular prefered passes. We have been annual passholders for 3 consecutive years, plus on & off for 3 more before I had my boys. Image

We have always loved Universal & encourage friends and family to go their over other parks in the city. Big Universal supporter so imagine my surprise when my husbands pass said “BLOCKED” and he was told to go to guest services to resolve what ever issue caused the block. The universal guy standing at the entrance to the line asked what we needed so he could direct us properly. We explained what just happened and he said oh your pass is a power pass well you are blocked til next week. I informed him the website said only Studios was blacked out and he said it doesn’t matter what that says the parks mirror each other. That made me mad that the website would post incorrect blackout info. Though that turned out not to be the case, the worker was just ill-informed and didn’t seem concerned to have the correct info.

When we got to the window the employee checked the pass, she informed us that his pass had been canceled due to non-payment. I had forgotten that because he did not come to the park with us when I first got our passes his was purchased on a different card. That card was stolen in the spring and canceled. Upon receiving the new card we forgot the pass had been paid from it. The woman informed me that we were notified which I did not get any notification that there was a nonpayment on the pass. No email, snail mail or call. I’ve gotten other member info fliers and such in the mail but nothing informing me that the pass was about to be canceled.

Ok so all aside I asked her what we had to do to get current with his pass so we could enjoy our day. My son’s birthday outing with his dad before his dad had to go to work. This day had been planned for a while and now we were being told we couldn’t.

She checked the account and said because of the pass being canceled we would have to start all over with the down-payment on a new pass plus we would owe the back payment for the last pass. So to enter the park it would cost us $148.00. I could have walked away and to a ticket counter & purchased a day pass for $92 plus with my annual passholder discount. I tried to explain the situation but the woman said so sorry there is nothing she could do. Xander and my sister (who had also gotten a pass for the day) were already inside waiting on us. I asked again was there any other option and she said no we had to pay the back pay and the $100 to start a new pass. I was in tears – this was for my sons 6 birthday and now the day was ruined! I didn’t have $148 budgeted in for the park. So I ran in to take Xander to get a butterbeer and let him get something from the candy store in the Harry Potter section and we left not to return as I had planned the rest of our trip.

Since they were unwilling to work with us we went to the Lego Store at downtown Disney & let Xander spend his birthday money there. I’m still in deep thought on if I want to continue my sons and my own passes. If Universal cares so little about its customers that spend money to return again and again to their park then why do I bother?

I am extremely upset about the whole ordeal! A friend had a similar thing happen at Disney and they let them in anyways… Talk about a difference in customer service!

What would you do?

 

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