Update: Resorts World Sentosa Universal Studios Singapore

A short update on Resorts World Sentosa Universal Studios Singapore (RWS USS) and their response.

First, they did not respond to my blog post which I had high hopes but if they aren’t careful what they put in black and white they could just get more egg on their face.

I did call their hotline number and Customer Service Officer (CSO) did inform me that I could go down to USS and purchase tickets at the ticket counter. Hmm, take time off to go down to Vivo City and monorail across ($3) and I whatever it would cost me to bus, taxi or drive down. There is also no guarantees of being able to get tickets for a particular date. The CSO said that according to her system there were tickets available for 14, 15, 16 but did not show any available for the 13 (Mon) or 17 (Fri).

I made my way down and RWS USS was thoughtful enough to place signage indicating that tickets for that day were sold out. I went down on Monday 13 Dec. When I got to the ticket counter the ticketing agent asked which day I’d like tickets for except for that day. I told her that a CSO told me only Tues, Wed or Thur tickets available but ideally I’d like Friday. She said no problem tapping on her keyboard and asked how many tickets. *@(#&!)_~!~!~!  These were the expletives going through my mind when she said that but I calmly said I’ll take two adults and one child and paid up.

On my way back I thought I’d take a peek at the gates and wander around a bit to see how the crowd grew. I hung around for almost 45 minutes and did not see masses of people entering the gates at 11am in the morning. Okay, so it may be a little early but if I’m going to a theme park I would wanna start as early as possible to get to all the attractions.

So, the online ticket system is SOLD OUT, the hotline CSO did not help me with anything other than informing me that I can go down and purchase tickets from the ticket booth and I would have to blindly visit and buy whatever is available. What was available is what I wanted all along?!

On Friday, 17 December 2010 I was able to go to RWS USS and see the shows and ride some of the rides.

On Saturday, 18 December 2010 at 11:45am a CSO called me and sound sincere, with empathy, about my problem and asked if I need help getting tickets. I told her she was a tad slow and I had already got tickets and visited the park. It took them 4 days to get around to responding which is not a good thing. Good that they did respond.

The CSO went on to say they’ve taken my feedback seriously but as the system is outsourced it will take time to implement any changes to the system. If anyone decides to do the online ticket purchasing in about 6 months time maybe they can feedback to me if it is any different. I’m not likely to be going back or recommending friends/family to visit RWS USS. Maybe when they get their Battlestar Galactica ride open I’d recommend it to the thrill riding friends.

So, end of story…I don’t think so. I receive another call on Monday, 20 December 2010 from another CSO asking if she could assist me in getting tickets. I told her that I didn’t need any more help and that someone else had already offered. It appears that they have three disparate ordering systems and at least two different sets of people looking after the welfare of the patrons because surely if in the organisation that should be employing a good CRM (Customer Relationship Management System) they would know that someone had already called me back.

Needless to say, the second call didn’t make me any happier a customer. I wasn’t rude but I was to the point with the CSO and kept the call as short as possible.

I hope that whoever is looking after RWS USS and their strange ticketing system gets their act together because this does the Singapore image no good. Me writing about it doesn’t do them much good either even though in the big scheme of things I’m only a small fry.

In the end, we had a pretty good time as a family but it would have been nice not to have the extra unsettled-ness worrying about ticketing and jumping through RWS USS hoops to get there.

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