Great way to get your customers offside
I will not be buying anything associated with Success Resources again unless I am refunded my UPW2020 tickets. This organisation clearly does not practice what Tony Robbins preaches on stage. I have been to the 2018 and 2019 events and taken people with me to each. At each event, Tony makes it clear that one of the most important rules in business is The customer IS ALWAYS RIGHT. I wrote to Success Resources to request a refund as I do not want to attend an online event. I bought 2 additional tickets so I could bring along friends, so they could also get something out of the live event. My partner also bought 3 tickets. Collectively we have spent almost $4,000 for the 2020 event alone. Success Resources sent me a generic response 4 days later. I then emailed again on 19 August, providing further information and reasons why the online event is not what I paid for. Despite receiving an acknowledgement email saying they would respond within 3 days, I have still received no further response - 12 days later! This is completely unprofessional and poor form considering what they are selling. No phone communication is possible ad their office is closed, and while I understand that everyone has had to change their approach because of COVID-19, I don't accept that they are completely unable to take phone calls. My organisation in Sydney has 90% of staff working from home, but you can still call us and speak to someone. Success Resources operates in Pyrmont, Sydney, not in Melbourne. And why haven't calls been forwarded to a mobile number? Other organisations have worked out how to do this, so why hasn't 'Success Resources' been able to work it out? SR's focus appear to be solely on making money. Despite my emails which set out why the online event is not what I signed up for, I continue to receive more emails trying to get me to buy tickets and telling me the tickets are selling fast. What I know from attending the last 2 UPW events is that this is all hype - the 2018 event was not sold out. The 2019 event was even sparser. While I was a supporter of these events as a way of transforming the self, the approach of Success Resources has gotten me offside. Where are the personalised calls from SR trying to get me to sign up for more events and trying to sell me coaching? If you have time for these, surely you have time to contact each of your customers to see what their needs are now during this pandemic, and offering something which actually suits their needs, rather than trying to salvage your profits by not refunding tickets for an event which can no longer be offered as advertised. I will also be taking this up through Consumer Affairs, as well as signing the petition that Abbie Burr has started on change.org