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mark30378
Just Starting
Joined: 17 Oct 2006
Posts: 1
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 Posted: Tue Oct 17, 2006 2:47 am Post subject: Connectrussia experience |
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deleted
Last edited by mark30378 on Wed Jun 11, 2008 6:41 am; edited 1 time in total |
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surfguy
Lounge Wizard
Joined: 13 Apr 2006
Posts: 6979
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| Posted: Tue Oct 17, 2006 4:09 am Post subject: |
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| I don't know why I wasted my time reading this...but because I did just did you receive your tickets for the trains you wanted? It sounds to me like the trains were sold out which is wht the company was trying to tell you. I have had great experiences with working through and with WTR. |
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Kesha
Talk Show Host
Joined: 26 Sep 2005
Posts: 258
Location: Terrapin Station
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| Posted: Tue Oct 17, 2006 9:43 am Post subject: |
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A more comfortable car for the same price?
I would have taken it for sure!
Additionally, perhaps "liar" was a translation error? Maybe not, but always possible!
I hope you will be patient in communications during your trip, and that you have some fun too! |
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nikir
Frequent Guest
Joined: 17 Mar 2010
Posts: 54
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| Posted: Tue Oct 17, 2006 11:25 am Post subject: |
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| Quote: | Additionally, perhaps "liar" was a translation error? Maybe not, but always possible!
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No, that sort of russian style customer service is still quite prevalent. It is getting better though and the best way to deal with it is just to politely say "I'm sorry you can't help me I'll go elsewhere". A lot of the time the attitude softens. |
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mediashark
Moderator
Joined: 04 Nov 2004
Posts: 1599
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| Posted: Wed Oct 18, 2006 10:59 am Post subject: |
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If the train tickets were sold out there can't be anything they can do can there? Train tickets on some trains/dates can be very hard or near impossible to get, that was what they were trying to tell you.
The only thing I see wrong was that this Alexander guy was not polite in his correspondence, although he was right to offer you various alternative.
The WTR site is only a guide to services, and receives some commission in order to support the site (it's like making use of an affiliate program, similar to how people sell amazon books on their sites to make money)--so it is best to contact directly with the service provider (in this case, ConnectRussia) for the latest information. Or perhaps there was an allocation of tickets for a few tour companies and they had sold out their share.
Perhaps it may be better to try to speak to another customer service rep? This guy is awful! |
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Rick
Moderator
Joined: 04 May 2005
Posts: 854
Location: Касабланка
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| Posted: Wed Oct 18, 2006 11:25 am Post subject: |
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If you need good response from any of the regulars, may I suggest that you post things like this with a short summary in front of the entire conversation? A post like this looks like an exhausting.piece and a complete waste of my time.
This will also be more useful for you and WTR staff if you just need feedback from them here. Streamlines the conversation a bit.
About your piece: everywhere you may find rude employees. In Russia they may be a bit more prevalent. I think it's good though to bring this to the front in feedback.
Did you get tickets after all? |
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mediashark
Moderator
Joined: 04 Nov 2004
Posts: 1599
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| Posted: Wed Oct 18, 2006 11:41 am Post subject: |
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| Ok, we will try to contact the WTR admin about this. This is a serious issue. Let us know where it is best to contact you--email works fine. |
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waytorussia
Frequent Guest
Joined: 17 Mar 2010
Posts: 14
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| Posted: Fri Oct 20, 2006 2:56 pm Post subject: |
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Hi,
I read through your correspondence and contacted Alexander from ConnectRussia to see his point of view on the situation.
From the professional point of view I agree that in the last letter Alexander did not handle the situation very well. I think he just got a bit emotional, because he was trying to explain you something, but the message didn't seem to go through.
But on the other side, as I see from the correspondence he has told you several times that the ticket was not available. The Way to Russia train schedule is regularly updated, but it's _not_ live. It shows the timetables, but not live availability -- otherwise you would be able to see how many seats are left etc. The same applies to Poezda.Net. It is only when you actually attempt to purchase the tickets through the Russian Railways system that you can see the actual availability.
That's why Alexander was ready to offer you free tickets for your next order -- because he was sure you wouldn't be able to get these tickets anywhere else. Otherwise how crazy does he have to be to make an offer like that? You could ruin his business by telling, OK, I want 1st class trans-siberian to Beijing for 2 people, which costs $1000 US normally.
I suggest you look further than the content of his last message and try to see what he was trying to communicate rather than being offended. And I would suggest the same to Alexander next time he's dealing with clients. As for the style of communication, well, Russians are proud people so if they get offended (even if there's no reason to do so), they will not care about money... Think about it as a cultural peculiarity rather than a direct offence towards yourself. |
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surfguy
Lounge Wizard
Joined: 13 Apr 2006
Posts: 6979
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| Posted: Fri Oct 20, 2006 8:06 pm Post subject: |
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| I think definitely there is misunderstanding here. Let it be known that when I had a problem that resulted from WTR the moderators and the admin were assisting me in every way possible and very expediently too. I have received 3 letters of invitation from this site and the professionalism that I received from the affiliate company was exceptional. I also purchased a phone card which I had no problems with either. Way to Russia is a very informative site and the staff and also the users who come on this site are very helpful. Even the ones whom I've disagreed with in the past. Currently I am in work on a new website based on my travels and WTR will definitely be advertised on it. I hope everyone continues to enjoy this site and it's services. |
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ConnectRussia.Net
Just Starting
Joined: 26 Oct 2006
Posts: 4
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| Posted: Thu Oct 26, 2006 7:53 pm Post subject: |
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NO, the tickets are not sold on the train #005 on 11.11.2006!!!
TRAIN #005 DOESN'T GO ON 11.11.2006!!!
How can we book the train tickets on this train if this train doesn't go on this date? And how someboby can book the train tickets on this train on this date? Can somebody say me? RIGHT, IN NO WAY!!!
I wrote it many times. That it's impossible.
After this Mark wrote me that he found this train tickets on this date. How you will call the person which has made that that impossible to make (read above why it's impossible)? I have called this person the liar.
BUT, THERE I WAS NOT RIGHT!!! Because, how write me Mark later, this train tickets on this date offered him another company. After this I have apologized before Mark. Also has advised Mark to tell this company " Stop lying ". Because I'm sure that they can't provide him the train tickets on this date on this train.
We still wait the scans of the train tickets from him. AND WE ARE READY TO PROVIDE HIM THE TRAIN TICKETS FOR FREE IN THE NEXT ORDER.
To Kesha:
Yes, the price on the train #054, more comfortable and more newer train, is the same. |
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surfguy
Lounge Wizard
Joined: 13 Apr 2006
Posts: 6979
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| Posted: Thu Oct 26, 2006 8:10 pm Post subject: |
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| I'm sure that most of us who have read these posts agree with connectrussia.net. But there is an issue of tact. Personally I would have told Mark here is your money back and take your business else where. Not worth the head ache and in business noot everyone is satisefied. |
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mediashark
Moderator
Joined: 04 Nov 2004
Posts: 1599
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| Posted: Thu Oct 26, 2006 9:34 pm Post subject: |
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Yes, we agree with you about the train dates, but you do need to be more polite even when difficult situations like these arrive. You do no call anyone names during your correspondence to a customer--including a liar--even a rival company, nor do your SHOUT. Coupled with your poor language skills people will start to misunderstand you. He thought you called him a liar instead of realising that you wanted to convey that message in a rather rude way to the other comapny. Very unprofssional.
I'm sorry to say but if I were Mark I would have taken the money somewhere else already. It doesn't matter who was factually right, but this is the hospitality service industry, and hospitality (or in your case, the lack of it) is where it all depends. |
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surfguy
Lounge Wizard
Joined: 13 Apr 2006
Posts: 6979
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| Posted: Thu Oct 26, 2006 9:45 pm Post subject: |
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| Media Shark is right, however reading Mark's posts I could see that he too helped to create this situation. Communication is key to any relationship...even if it's strictly a business one. |
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nikir
Frequent Guest
Joined: 17 Mar 2010
Posts: 54
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| Posted: Thu Oct 26, 2006 11:44 pm Post subject: |
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It's been a learning experience for both sides. The Russians need to lift their game if they want the tourist dollars and the tourists need to be a bit more understanding of people trying to communicate in a language not native to them.
Good on you Alexandr for giving your side, it shows you have integrity. |
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danbrew
Just Starting
Joined: 17 Mar 2010
Posts: 9
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| Posted: Mon Dec 04, 2006 12:29 am Post subject: |
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I've recently used ConnectRussia to purchase train tickets from Alexander and came away very impressed with his thoroughness and attention to detail. I had a lot of new guy questions and he did a great job of answering them - questions I'm sure he's been asked a million times.
Just another perspective...
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