Kudos to the Blues Ticket Staff

[cprice12]

Last night I took my daughter to the game vs. the Predators. It was a Bluenote Club game for her.
If you aren't familiar with the Bluenote club, it is what it sounds like. It's for kids and you pay to join the club and you get discounted tickets and a box of Blues "stuff" (t-shirt, water bottle, poster, etc) at one of a select number of Blues games and you get to go on the ice after the game and shoot a puck on goal. My daughter (5 years old) chose to go to the game vs. the Preds. (good choice I told her)

My wife signed her up and after a week or two she got an email from Alex Jones, asking us to call him.
So I did. He wanted to inquire if we needed additional tickets, aside from the 2 we were going to get, so they would all be together.
I said no, just the two. And he said ok, the tickets will be in the mail. It was a very strange conversation. We have been bluenote club members before and never had to do that.
And this is where I dropped the ball. I completely forgot about the tickets coming in the mail. Yesterday when I was on my way home from work, I realized we never actually received the tickets...so I called Alex Jones and left a message and also emailed him...but he had apparently already left for the day.
I figured...well, surely we are on the list somewhere of being a bluenote club member and this is the game we chose and it will show that we bought tickets...hopefully it's not an issue to get in. So we left an hour and a half before game time to leave enough time to deal with this.

We went to Will Call and I explained what happened, and I even brought in the printed email from Alex Jones to show we had correspondence with him. We were referred to a different window to Tere Hubert. I explained the situation to her, and she found absolutely nothing in the system for us as far as tickets were concerned. She asked if our cc was billed, and I had no idea...I hadn't checked (which I should have before I left home...didn't think about that). For a second, I was concerned they weren't going to give us tickets. But then she said she could sell us bluenote club tickets right then...so I was like, well that's fine. As long as we get tickets. Then I asked her that when I do check my cc statement and if I have already been charged for the other tickets, can I get a name and number from someone within the Blues to call and get that charge removed. She said sure and gave me her info.
I apologized to her, because the more I talked to her, the more I felt guilty for not realizing the tickets hadn't come in the mail. That is something I should have been aware well before...because I could have sworn that Alex Jones said over a month ago that the tickets would be in the mail.

Then something very odd happened. Tere Hubert just gave us the tickets. I guess she felt bad about the situation and decided to give us the tickets for free. She also told us to give her info to the folks at the Bluenote Club desk outside Sec. 113 so we can get my daughter her Bluenote Club box 'o stuff and sign the waiver to go on the ice and shoot a puck after the game (because along with the tickets, we were supposed to get a voucher to pick up her items and then get a wristband to go on the ice). I was extremely appreciative. She didn't have to do that at all. I was more than happy to pay for the tickets as part of the issue was most definitely my fault for not following up on the tickets that I was told (or I thought was told) were mailed to me.

My daughter and I had an absolutely fantastic time. She had so much fun. I doubt anyone at the game had any more fun than she did. The people around us got a kick out of her. I was actually taken aback a bit by how much she was into the game. So I want to say thank you (again) to Tere Hubert (not that she will see this, but you know...I felt like I had to say it) for just being a nice person. She didn't have to do that.

Thankfully she included her email address when she gave me her info, so I was able to thank her in an email this morning as well.

And... as it turns out, I checked my cc statement this morning and there is a charge for the Bluenote Club, but not the tickets. So I'm not sure what happened...but we weren't charged, so obviously the tickets were never sent.

Lesson learned for next year I guess.

[cardsfan04]

That was good of them. In my experience with them, it's not uncommon for similar things to happen, but once you have somebody's attention, they usually are very good about making things right.

[dmiles2186]

That's awesome. Customer service reps get a bad rap sometimes. Most of the time, they're confined by what their scripts and company tells them they can/can't do in a situation where someone slips up or something like this happens. But there are people out there who will bend over backwards to make sure customers/people are happy. Good on them and good on you, Curt, for getting the word out there. Chances are that ticket rep dealt with a handful of really crappy people yesterday or today. But this was a 'win' for all parties involved.

[cprice12]

That was good of them. In my experience with them, it's not uncommon for similar things to happen, but once you have somebody's attention, they usually are very good about making things right.

Yeah.
Good customer service would have been selling us tickets and making sure my daughter got her club items. But great customer service is giving me her contact info and also giving us the tickets for free. She didn't have to do either.

As a father, I didn't want to disappoint my daughter. She had that game on her calendar for weeks and was counting down the days to it. She's a big Blues fan...and for me to almost screw up her big night by forgetting about not getting the tickets in the mail would have made me feel like a complete jackass.

Tere at the ticket window was very nice to deal with.
I still don't know why we weren't charged for the original tickets and why they weren't sent out. But I wouldn't be surprised if I misunderstood what Alex told me.