A Shout Out to Mat Kanan
Oct 31, 2023 12:46:13 GMT -8
believeinthebeavs, beaveragain, and 2 more like this
Post by bvrbooster on Oct 31, 2023 12:46:13 GMT -8
This could be a bit lengthy, so bear with me.
My general impression of the OSU ticket office has always been that they are inefficient, very poorly managed, and not at all interested in customer service. I would put that squarely at the feet of management, who don't properly train the college kids working there.
This impression was solidified last year when I bought an extra ticket for my son 6 days prior to a game, and paid a fee to have it mailed to me. The ticket office doesn't actually drop a stamped envelope in a mailbox. They drop it in a bin to go to OSU's central mailing facility, where it is stamped and given to the postal service. But they don't pick up every day at the ticket office, and they don't promptly get it turned over to the post office.
Here in Corvallis, the post office sends all mail, including local, up to Portland for sorting, and it normally takes 4 days for a local mailing to be delivered. We live about a mile from the ticket office, but the ticket didn't arrive here for 8 days, averaging 660 feet per day, 2 days after the game was played. During those 8 days, the ticket office did ABSOLUTELY NOTHING to assist in any way.
OK, now we get to today. When I purchased my season tickets in July, I also took care of the seat fee. Apparently, however, the person on the other end only input it for one seat, not two. So the ticket office sent me an email lsat night (10/30) at 5:30 pm telling me they couldn't send me my tickets (I have them printed and mailed) because I hadn't ponied up the other $50 seat fee.
I took care of that immediately, and called the ticket office this morning. The young lady I spoke to confirmed the payment, and said she'd print and mail the tickets today. I explained why that wouldn't work as the first game was but 6 calendar days away. I reminded her that the email I received last night stated that they'd be following this in real time (they didn't), and that they would work with me to make sure I received the tickets on a timely basis.
She said she didn't know what else they could do. I told her our house is only a mile from Gill, and suggested somebody could run them over in their car. She said that she didn't think anyone would be available for that, and that nobody had a car. We left it at she was going to speak to somebody and would call me back. I hung up unhappy, fully expecting that this was going to end with me very unhappy (again!) with the OSU ticket office.
Lo and behold, twenty minutes later, Mat Kanan called and said he'd run the tickets over in about half an hour - and that's exactly what he did! We're not big donors by any means, and only know Mat a little bit from Rebounders. So this was a very pleasant, and very much appreciated, surprise and a positive ending to what was shaping up to be a very negative event.
I post this in the hope that Scott Barnes becomes aware of it and that he has at least one employee who knows something about customer service. Thanks very much, Mat.
My general impression of the OSU ticket office has always been that they are inefficient, very poorly managed, and not at all interested in customer service. I would put that squarely at the feet of management, who don't properly train the college kids working there.
This impression was solidified last year when I bought an extra ticket for my son 6 days prior to a game, and paid a fee to have it mailed to me. The ticket office doesn't actually drop a stamped envelope in a mailbox. They drop it in a bin to go to OSU's central mailing facility, where it is stamped and given to the postal service. But they don't pick up every day at the ticket office, and they don't promptly get it turned over to the post office.
Here in Corvallis, the post office sends all mail, including local, up to Portland for sorting, and it normally takes 4 days for a local mailing to be delivered. We live about a mile from the ticket office, but the ticket didn't arrive here for 8 days, averaging 660 feet per day, 2 days after the game was played. During those 8 days, the ticket office did ABSOLUTELY NOTHING to assist in any way.
OK, now we get to today. When I purchased my season tickets in July, I also took care of the seat fee. Apparently, however, the person on the other end only input it for one seat, not two. So the ticket office sent me an email lsat night (10/30) at 5:30 pm telling me they couldn't send me my tickets (I have them printed and mailed) because I hadn't ponied up the other $50 seat fee.
I took care of that immediately, and called the ticket office this morning. The young lady I spoke to confirmed the payment, and said she'd print and mail the tickets today. I explained why that wouldn't work as the first game was but 6 calendar days away. I reminded her that the email I received last night stated that they'd be following this in real time (they didn't), and that they would work with me to make sure I received the tickets on a timely basis.
She said she didn't know what else they could do. I told her our house is only a mile from Gill, and suggested somebody could run them over in their car. She said that she didn't think anyone would be available for that, and that nobody had a car. We left it at she was going to speak to somebody and would call me back. I hung up unhappy, fully expecting that this was going to end with me very unhappy (again!) with the OSU ticket office.
Lo and behold, twenty minutes later, Mat Kanan called and said he'd run the tickets over in about half an hour - and that's exactly what he did! We're not big donors by any means, and only know Mat a little bit from Rebounders. So this was a very pleasant, and very much appreciated, surprise and a positive ending to what was shaping up to be a very negative event.
I post this in the hope that Scott Barnes becomes aware of it and that he has at least one employee who knows something about customer service. Thanks very much, Mat.
