Where's My Money, Lockn?

ikr? "When's good time to talk you out of it? We don't take 'no' for an answer!"

All of the rollover stuff including tiers of what you will be "compensated" with really makes me think it ain't happening in October. Hope I'm wrong...

I got a call from a company handling refunds from Lockn today. The young lady was very nice and just wanted to confirm I wanted a refund. She then informed me that it was a full refund minus the $100+ in service charges and it would take up to 30 days. I told her that did not sound like a full refund. She said she understood and would have the CFO of Lockn contact me. I went on to tell her that this whole process had soured me on something that I have loved since year one and that we had done VIP/RV every year. She again said she understood and had worked for many festivals in customer relations and Lockn had soured a lot of people this year. She said she was receiving no complaints from people requesting refunds from festivals like Floydfest and Rooster Walk. She went on to say Lockn is known for not communicating with it's patrons and it was exposing itself even more in this situation. I got the feeling she did not think the people at the top are experiencing the same world the rest of us are during this time. I do want to reiterate she was very nice and very understanding.

That's what I thought!

there's a lot that top management doesn't do well; I am not soured, because I am not surprised

I'm glad that she was nice, as she should be and I hope that you are able to get a complete refund including fees as that is what the message I saw posted stated. I do think that it is out of line for a person representing a company to share disparaging remarks about that company to it's customers. True or not that shit don't fly in my book. Their job is to process the refund, that is all. She wouldn't be on my payroll for long and if LOCKN is reading this thread she may be gone already.

There is a talent in customer service to make the complaining customer think you agree without agreeing.

I wonder if the reluctance to refund fees is because Lockn' has to eat them?

Not saying the complaints aren't valid but it's not the call center worker's job to polish the turd. They have one function, process the refund transaction. If the customer complains to you while you are doing that you can use phrases like "I can appreciate that Mr. Jones now let's see if I can process your refund to your satisfaction today." It's someone else's job to handle the complaint side of it and the call center worker should have that information available to give to the customer. And no, you don't promise to put them in touch with the CFO of LOCKN . If the refund is processed in a satisfactory manor I'm guessing that most of the complaints go away. Just sharing what works from my customer service days. 

And we see from Raffs latest update, the call center worker could have been wrong in more than one way!

She is great.  She helped me a lot during this whole process back a while ago with giving me info on letting the guy I was renting the RV from come in and set it up and pick it up.  She was really cool.  Had a good chat

Hey Everyone! Melissa from Email here! I just wanted to pop in and clear up a couple things! First-- FULL REFUNDS, INCLUDING FEES, are being offered. There was some miscommunication, but it has been cleared up- sorry for any confusion created because of that! I would also like to say that it was certainly not my intention to disparage the festival or the good folks who run it-- I am an incredibly lucky lady to work with an amazing group, and hate that anything I said would be interpreted otherwise! I have acknowledged that timely communication can sometimes be lacking, with info famously "coming soon". I pointed that out not to insult the festival, but to reiterate that I PERSONALLY take communication incredibly seriously and am doing my best to get back to folks as quickly as possible. There are a lot of y'all! If ANYONE has any questions or concerns they can reach me at either info@locknfestival.com or assistance@locknfestival.com

Oh, also-- the calls I am making to folks who have requested refunds is not a sales pitch. I am confirming financial details, which I am def not comfy doing over email. I am also answering questions for those who are interested in the rollover or donation options!

I don't work in a call center. When I call you, it's from my personal phone-- I am not here to shake you down, just to lend a hand!!


Another questions that has come up (not in this post but in emails, so I figured I'd throw it out there)-- you can wait and decide if you'd like to cancel or rollover!