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Hotwire - zero support, you're nothing but a number
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Apr 18, 2008 HOTWIRE complaint by Godmonkey |
So while I'm trying to order, the site experiences a system error - tells me that I have to try again later. This happens a couple times. I finally get my tickets - yay, I'm happy.
I arrive at my first destination and one of my friends mentions my long stay - this is odd since my stay is only going to be a week or so. Turns out the month on my ticket is wrong.
So I call them - excuse me, there's a problem with my ticket. I experienced a system error a couple times - I understand systems have occasional errors (I'm a web developer so I can confirm this). Can you please adjust my ticket?
Their response was to request that I send them either screen shots of the checkout process error (and not just one but MULTIPLE shots from each screen) or some other sort of proof (like what? video?!!).
I explain to them - look, you have the session information on your servers. They're designed to log errors - this is just the way it works. It CERTAINLY works with the enterprise solution that a company of this size has in place. They aggregate ALL that information - the session information, your IP, how long you stayed, what you clicked, etc. They can put in a quick request, someone can take a look, and confirm "yes, an error occurred" or "no, nothing happened."
After I requested we look for this information or at least transfer me to a qualified individual who can confirm the error, they quote policy to me saying that even if an error occurred they probably couldn't do anything. Why? "Oh cuz our policy doesn't let us." Essentially they tell me that not only should I stop bothering them and eat the rest of the ticket price but ALSO I should buy a one way ticket home FROM HOTWIRE!!!! Ok, I've build plenty of e-commerce systems - it is NOT hard to adjust orders. Don't let them fool you - it's a calculated move to get rid of you. "Sorry, we just can't do it - you know, our multi-million dollar system just doesn't have the tools."
So, their customer support essentially tells you that if you've been screwed by their system that a) you're lying, b) you should have been recording a screencast of the session, and c) suck it up and keep buying our product.
This is the typical, inflexible customer service policy that makes the customer always wrong so they don't have to pay for mistakes that THEIR SYSTEM produces!
I will NEVER use them again and I highly recommend folks on here try a different service.
I should also note that over the years I've spent thousand of dollars with them and forwarded clients there way - I mentioned this and might as well have been talking to a brick wall. You are a number and that's it.
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