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ISSUES AND CONCERNS

• AQUAWRAP 653 Posts

  Thu, Jul 28 2016 8:17 PM

  Dear WGT/TOPGOLF,

  Since my other post never made it through moderation (have no clue why) I am going to try again to reach someone with authority in this company. It is quite obvious that there was a MAJOR problem with the update last night that caused an extreme amount of anxiety and frustration to more than 75% of your customers as evidenced by the forum threads. I too was very angered by this update as it cost me in tournament winnings both on the WGT site and my CC.

  Now I understand that things can go wrong with every update, but this one was a MAJOR problem the likes I haven’t seen since I came on board 983 days ago. I’m a bit curious as to how your decision to placate your customer base with 1 free ball came about. I personally take this meager gesture as a sign of how your COMPANY CULTURE is really structured. In my experience in corporate functioning, it was always better to personally reach out to the entire customer base with a true heartfelt apology and a generous sincere offering that was greater than the offence perpetrated, either knowingly or unknowingly, by anyone connected to the company. This is CORPORATE BUSINESS 101.

  I’m not here to ask for the moon as recompense, just that the feeble gesture on your part will probably disenfranchise more of your customers than has already happened with the issue of the day.  Might I suggest that the powers that be take the time to really take an honest look at the situation and review the consequences? Maybe getting an honest opinion from outside the COMPANY might be a good start, say from some of your own experienced clientele.

  In closing, I want you to reflect on a quote from Gandhi that I stressed to all who worked under me in my company. It changed my company’s environment immensely and we grew exponentially.

  " A customer is the most important visitor, on our premises.

                He is not dependent on us.

                We are dependent on him.

             He is not an interruption on work.

                 He is the purpose of it.

            He is not an outsider to our business.

                         He is part of it.

       We are not doing him a favor by serving him.....

  He is doing us a favor by giving us the opportunity to do it. "

  Thank you for taking the time to HEAR a concerned customer

   

   

• lonniescott711 4,206 Posts

  Fri, Jul 29 2016 10:45 AM

  Sad to say A but all that you have said is so true but it all will fall on deaf ears at WGT . They could care less about the customer or the customers` point of view . I have been here for 5 years now and if not for the people that I have met and become friends with I would be gone . This game could be as good as Halo or Grand Theft if WGT would just step up a little and fix the existing issues with the game .

  Top Golf has not really taken control of the game yet but I feel it will be coming soon . WGT will not be allowed to waste company money on frivilous additions to the game nor loss of company revenue . I have been tempted to call T/G corporate office in Texas as opposed to an email for a more personal experience and still may do so .

  This game is the goose that lays the golden egg and current management is still trying to kill it . Cheap game additions total disregard to customer input and unresolved product issues only puts them in a poor light .

• ct690911 7,205 Posts

  Fri, Jul 29 2016 2:01 PM

  @OP

  Well penned and on point.

  I have stated before, that anyone with experience in business does their utmost to adhere to the basic tenets of customer service. However, most businesses have legitimate competition vying for the same customer base. I don't believe this is true of WGT. There may be other versions of on line golf, but none can touch this game. 

  I have no idea where these bells and whistle ideas originate. I find it hard to believe that people who don't regularly post, are requesting these things in sufficient numbers to warrant their inclusion. Pizza box tee markers?; meowing cat balls?.

  That said, the CS portion of the game is very good. If there is a problem, they respond quickly and do their best to remedy the situation. The Mods are, in effect, PR people. Simple messengers. The major problem seems to be the IT shop. They load the glitch filled code and the pink flamingos. I don't think anyone can provide a "plausible" explanation, aside from the Mods, and they don't seem inclined to do so.

  ct

• AQUAWRAP 653 Posts

  Fri, Jul 29 2016 3:05 PM

  ct690911:

  That said, the CS portion of the game is very good. If there is a problem, they respond quickly and do their best to remedy the situation. The Mods are, in effect, PR people. Simple messengers. The major problem seems to be the IT shop. They load the glitch filled code and the pink flamingos. I don't think anyone can provide a "plausible" explanation, aside from the Mods, and they don't seem inclined to do so.

  ct

  Thank you for your remarks. It is true that competition drives company's to excel and define who they are. Keeping that in mind, since this is just a computer game, there is more competition out there than people realize. We are bombarded every day with commercials about online games. I agree that this is the finest online GOLF GAME out there but it is just 1 of many online games to choose from to pass the time away.

  My point is that no matter what company owns the rights, their greatest competition is sitting at corporate headquarters. Customer Service is not a department, it is the entire company, from CEO down to the janitor. If everyone buys into that, then there is a unified company culture ready to grow.

  We are the part of WGT/TOPGOLF that will determine the fate of the company. It is our responsibility to grow the company by voicing our honest opinions about what it is that we expect to see in the product that is put forth. When upper management realizes this fact, then and only then will they achieve growth. That is what these forums are for, to express our honest opinions. It is up to the rest of the company to work towards that all elusive CUSTOMER SERVICE.

• srellim234 2,077 Posts

  Sat, Jul 30 2016 8:27 AM

  Deleted....double post

• srellim234 2,077 Posts

  Sat, Jul 30 2016 8:31 AM

  Top Golf has no interest in WGT outside of either using some of the technology at future ranges or just pocketing money until the profit finally is over. They do not even know how WGT works. From the Top Golf website FAQs:

  "Is the game virtual?

  There’s nothing virtual about Topgolf! You use real clubs to hit regular golf balls onto our state-of-the-art outfield.

  PS – If you want to play the best virtual game, download WGT Golf here http://m.wgt.com."

  "Download" WGT??? You don't even have to do that with the pc version of WGT.

  Other than that incorrect statement it's extremely difficult to find WGT anywhere on the Top Golf website.

  It's been quite a while now since the buyout and I find it interesting that neither company has had anyone update wikipedia to reference the buyout or "partnership". Not even as part of company histories.

  It appears Top Golf management really doesn't want to be publicly associated with WGT and WGT management continues to not care about anyone or anything outside of the short term affect to their wallets.

• srellim234 2,077 Posts

  Sat, Jul 30 2016 8:38 AM

  AQUAWRAP - Good post. Similar references along the lines of the Ghandi quote can be found here:

  http://www.wgt.com/forums/t/396204.aspx

• Robert1893 7,719 Posts

  Sat, Jul 30 2016 9:15 AM

  AQUAWRAP:

  In closing, I want you to reflect on a quote from Gandhi that I stressed to all who worked under me in my company. It changed my company’s environment immensely and we grew exponentially.

  At the risk of being too pedantic, I doubt the quote was ever uttered by Gandhi. And as an aside, companies make mistakes all the time. But it's been my experience that whenever I have contacted WGT customer service, they have exceeded my expectations. 

• srellim234 2,077 Posts

  Sat, Jul 30 2016 12:30 PM

  That it's a Ghandi quote is highly questionable. It is attributed to a speech he delivered in South Africa in 1890, a sppech he could not have delivered since he didn't even arrive in South Africa until three years later. 

  No matter who uttered the words it's still a good quote.

• poetwarrior 8 Posts

  Tue, Nov 14 2017 2:40 PM

  have the same issues...i report an issue and lose real money i spend on credits and nothing! poof its gone...feel like its a southpark banker i'm dealing with...if they dont deal with my last complaint...i'll delet my account and never return and make sure my FB friends and readers hear of it!