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Arthur O
40 Years of Loyalty — Extremely Disappointing Customer Service
Vail Mountain Resort的点评
点评：40 Years of Loyalty — Extremely Disappointing Customer Service
After nearly 40 years of skiing Vail and being a loyal passholder, I am incredibly disappointed by my recent experience with Epic Pass/Vail Resorts.
For decades, Vail has been a major part of our family’s life. We owned a home in Vail and, as a result, purchased full Epic Passes for our family year after year. We recently sold our Vail home, and naturally our skiing habits are going to change. We still want to ski Vail Resorts and remain Epic Pass customers—we simply wanted to downgrade our family from full Epic Passes to a pass product that better reflects how often we will now be skiing.
Instead, I was told that we are essentially locked into purchasing full Epic Passes for our entire family.
What is most frustrating is that I am not asking for a refund so that we can take our business elsewhere. I am asking Vail Resorts to allow a family that has supported this mountain for approximately four decades to continue being customers at a different pass level.
I understand that companies have policies and deadlines. But there should also be room for common sense and customer service, particularly when dealing with someone who has been a loyal customer for 40 years. Selling our home in Vail fundamentally changed how our family will use the mountain, and forcing us to purchase the most expensive pass product anyway feels remarkably shortsighted.
After decades of loyalty to Vail, I expected someone to look at our history and say, “Of course we can help you with that.”
Instead, the message seems to be that decades of loyalty don't matter once the transaction has been made.
For a company that talks so much about creating an “Experience of a Lifetime,” this has been an incredibly disappointing way to treat a longtime Vail family.
After nearly 40 years of skiing Vail and being a loyal passholder, I am incredibly disappointed by my recent experience with Epic Pass/Vail Resorts.
For decades, Vail has been a major part of our family’s life. We owned a home in Vail and, as a result, purchased full Epic Passes for our family year after year. We recently sold our Vail home, and naturally our skiing habits are going to change. We still want to ski Vail Resorts and remain Epic Pass customers—we simply wanted to downgrade our family from full Epic Passes to a pass product that better reflects how often we will now be skiing.
Instead, I was told that we are essentially locked into purchasing full Epic Passes for our entire family.
What is most frustrating is that I am not asking for a refund so that we can take our business elsewhere. I am asking Vail Resorts to allow a family that has supported this mountain for approximately four decades to continue being customers at a different pass level.
I understand that companies have policies and deadlines. But there should also be room for common sense and customer service, particularly when dealing with someone who has been a loyal customer for 40 years. Selling our home in Vail fundamentally changed how our family will use the mountain, and forcing us to purchase the most expensive pass product anyway feels remarkably shortsighted.
After decades of loyalty to Vail, I expected someone to look at our history and say, “Of course we can help you with that.”
Instead, the message seems to be that decades of loyalty don't matter once the transaction has been made.
For a company that talks so much about creating an “Experience of a Lifetime,” this has been an incredibly disappointing way to treat a longtime Vail family.
翻译：40年的忠诚客户——极其令人失望的客户服务
在近40年的时间里，我一直是韦尔滑雪场的忠实通行证持有者。然而，最近我在使用Epic Pass和韦尔度假村服务时的经历却让我无比失望。
几十年来，韦尔滑雪场一直是我们家庭生活的重要组成部分。我们曾在韦尔购置房产，因此年复一年地为全家人购买Epic Pass。最近我们卖掉了在韦尔的房子，自然而然地，我们的滑雪习惯也会随之改变。我们仍然希望继续在Vail Resorts滑雪，也愿意继续作为Epic Pass的会员——我们只是想把全家人的通票等级从全价Epic Pass降级为更符合我们实际滑雪频率的套餐而已。
然而，对方却告诉我：我们实际上必须为全家人购买全价Epic Pass。
最让人沮丧的是，我并没有要求退款以便转而去别处消费。我恳请Vail Resorts允许这个四十年来一直支持这座滑雪场的家庭，能够以另一种通行证级别继续成为其顾客。
我明白企业都有自身的政策与期限规定。但在处理像我们这样忠实服务了40年的客户时，理应留出一些符合常理与体现客户服务精神的变通空间。出售我们在Vail的房产后，我们一家人今后使用这座滑雪场的方式也发生了根本性的变化。强制我们无论如何都必须购买最贵的通票，这种做法实在是目光短浅。
几十年来我们一直忠诚于Vail，我原以为会有人看到我们的历史后说：“我们当然可以帮您解决这个问题。”
然而现实却是：似乎只要交易完成，数十年的忠诚就变得毫无意义了。
对于一家整天鼓吹要创造“一生难忘的体验”的公司来说，如此对待一个长期支持的顾客家庭实在令人极度失望。
在近40年的时间里，我一直是韦尔滑雪场的忠实通行证持有者。然而，最近我在使用Epic Pass和韦尔度假村服务时的经历却让我无比失望。
几十年来，韦尔滑雪场一直是我们家庭生活的重要组成部分。我们曾在韦尔购置房产，因此年复一年地为全家人购买Epic Pass。最近我们卖掉了在韦尔的房子，自然而然地，我们的滑雪习惯也会随之改变。我们仍然希望继续在Vail Resorts滑雪，也愿意继续作为Epic Pass的会员——我们只是想把全家人的通票等级从全价Epic Pass降级为更符合我们实际滑雪频率的套餐而已。
然而，对方却告诉我：我们实际上必须为全家人购买全价Epic Pass。
最让人沮丧的是，我并没有要求退款以便转而去别处消费。我恳请Vail Resorts允许这个四十年来一直支持这座滑雪场的家庭，能够以另一种通行证级别继续成为其顾客。
我明白企业都有自身的政策与期限规定。但在处理像我们这样忠实服务了40年的客户时，理应留出一些符合常理与体现客户服务精神的变通空间。出售我们在Vail的房产后，我们一家人今后使用这座滑雪场的方式也发生了根本性的变化。强制我们无论如何都必须购买最贵的通票，这种做法实在是目光短浅。
几十年来我们一直忠诚于Vail，我原以为会有人看到我们的历史后说：“我们当然可以帮您解决这个问题。”
然而现实却是：似乎只要交易完成，数十年的忠诚就变得毫无意义了。
对于一家整天鼓吹要创造“一生难忘的体验”的公司来说，如此对待一个长期支持的顾客家庭实在令人极度失望。
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