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Universal Studios Orlando Complaint - Very Disappointed - Customer Service - Park Administration
Customer Service - Park Administration - Complaint
We went to Universal on 12/28/2010. We purchased our tickets, at which time the ticket agent told us the park was very full, we understood that we would need to wait in long lines but we were glad to be there, so we purchased our ticket.
We went into the park with the intention of going to see the Harry Potter world. I had seen it before, so I know that it was only three rides so we figured we would simply see how long the lines were and if nothing else just enjoy the Hogsmeade area and purchase some gifts.
What shocked us was that they had closed off the Harry Potter area, as if it were a separate park. No one informed us of this when we purchased our tickets, no one told us that we would need to be designated a time that we could enter that portion of the park, we were simply sold our (very overpriced) tickets and told to enter the park.
We spent a total of 45 minutes in the park and left without seeing a single thing that we wanted to. The cost of the adventure for two people $175.00. When we complained to customer service, the woman told me, "hmmm...I didn't know they had the Harry Potter section closed off, you should just come back later...but I am sure it will just be busy then too."
Where did customer service go? If you are going to close a portion of the park off, you should tell people BEFORE you have them purchase a ticket. From what I can see here, I am not the only one who experienced this bait and switch move by Universal, so needless to say, they made a lot of money and didn't offer much of anything to their customers.
The interesting part is that I love Harry Potter and the stories, so I tolerated the fact that Universal boasts they have a Harry Potter world. I tried to simply take in everything while I was there on my first visit (prior to the Christmas visit) but in reality the park created a very small Hogsmeade section with only a few places that are actual buildings that you can go into, created an interesting castle, but then simply re-purposed two rides that were already a part of the park to begin with. With such little effort into this section on Universal's part, you would think that they would be thankful that people want to go there, want to be part of it, when really there is not much to see.
I still love the area, although small, simply because I try to see the magic in bringing a story to life, but Universal should be ashamed by their performance not only in creating a World that is more of a small neighborhood and by the way their extorted money out of unsuspecting visitors during the Christmas week.
We went into the park with the intention of going to see the Harry Potter world. I had seen it before, so I know that it was only three rides so we figured we would simply see how long the lines were and if nothing else just enjoy the Hogsmeade area and purchase some gifts.
What shocked us was that they had closed off the Harry Potter area, as if it were a separate park. No one informed us of this when we purchased our tickets, no one told us that we would need to be designated a time that we could enter that portion of the park, we were simply sold our (very overpriced) tickets and told to enter the park.
We spent a total of 45 minutes in the park and left without seeing a single thing that we wanted to. The cost of the adventure for two people $175.00. When we complained to customer service, the woman told me, "hmmm...I didn't know they had the Harry Potter section closed off, you should just come back later...but I am sure it will just be busy then too."
Where did customer service go? If you are going to close a portion of the park off, you should tell people BEFORE you have them purchase a ticket. From what I can see here, I am not the only one who experienced this bait and switch move by Universal, so needless to say, they made a lot of money and didn't offer much of anything to their customers.
The interesting part is that I love Harry Potter and the stories, so I tolerated the fact that Universal boasts they have a Harry Potter world. I tried to simply take in everything while I was there on my first visit (prior to the Christmas visit) but in reality the park created a very small Hogsmeade section with only a few places that are actual buildings that you can go into, created an interesting castle, but then simply re-purposed two rides that were already a part of the park to begin with. With such little effort into this section on Universal's part, you would think that they would be thankful that people want to go there, want to be part of it, when really there is not much to see.
I still love the area, although small, simply because I try to see the magic in bringing a story to life, but Universal should be ashamed by their performance not only in creating a World that is more of a small neighborhood and by the way their extorted money out of unsuspecting visitors during the Christmas week.
Comments:
Posted by MDSasquatch on 2011-01-13:
Good Grief, not again!
We went to Universal on 12/28/2010.......
We went to Universal on 12/28/2010.......
Posted by PepperElf on 2011-01-13:
Many people don't want crowds & they want the parks to do something about it.
What they DON'T realize is that the best way to keep crowds down is to prevent too many people from going in. Or rather... they realize this, they just don't always understand that THEY themselves might end up being the person who is told "Sorry it's closed cos it's too full".
What they DON'T realize is that the best way to keep crowds down is to prevent too many people from going in. Or rather... they realize this, they just don't always understand that THEY themselves might end up being the person who is told "Sorry it's closed cos it's too full".
Posted by Lord Rothschild on 2011-01-13:
Just a guess but I'm thinking the OP would have been much happier if they were told, "Sorry it's closed cos it's too full". It's no different than being told a movie, sporting event or rock concert is sold out.
Obviously judging by all the complaints Universal dropped the ball on this one.
Obviously judging by all the complaints Universal dropped the ball on this one.
Posted by PepperElf on 2011-01-13:
1) They were notified the park was pretty packed - they said it was fine.
2) They never told the ticket agent they specifically wanted the Harry Potter section. Or perhaps they might have been notified.
3) Sometimes people just don't understand that when you start limiting the numbers that it's not always going to be OTHER customers who get pushed out.
2) They never told the ticket agent they specifically wanted the Harry Potter section. Or perhaps they might have been notified.
3) Sometimes people just don't understand that when you start limiting the numbers that it's not always going to be OTHER customers who get pushed out.
Posted by Lord Rothschild on 2011-01-13:
1) I might still attend a movie even though I was 'notified it was packed' but that doesn't mean I wouldn't be pissed if there were no empty seats.
2) When I buy a movie ticket I don't tell them I want a seat.
3) I do believe most people realize that if you start limiting numbers that it might preclude them from entering. No different than a movie theater, playhouse or sports arena.
2) When I buy a movie ticket I don't tell them I want a seat.
3) I do believe most people realize that if you start limiting numbers that it might preclude them from entering. No different than a movie theater, playhouse or sports arena.
Posted by trmn8r on 2011-01-13:
Seems to me that by allowing these packed crowds Universal is doing themselves a disservice. On the other hand, if enough people complain perhaps word will spread and people will actually not go during this hectic time.
Viewed from a cynical point of view, Universal may view it something like Dell views its customer base - it is unlimited and there will always be new sucke.., er customers to come along. And they make money in the meantime.
Viewed from a cynical point of view, Universal may view it something like Dell views its customer base - it is unlimited and there will always be new sucke.., er customers to come along. And they make money in the meantime.
Posted by KBuck on 2011-01-13:
I agree that although I did not tell them I was going to the Harry Potter section - I had visited the park three months earlier and it was not a closed off section - it was something you could freely walk through - whether or not you decided to ride the rides.
If you are going to change the venue (close off an area that is not normally sectioned off) you should tell people prior to a person paying for entry into the venue.
It is not the consumers responsibility in this case - I was never complaining about the crowds - I knew it would be busy. I complained because I paid to enter the entire park, but was only given access to a piece of it. I should have been notified of this.
If you are going to change the venue (close off an area that is not normally sectioned off) you should tell people prior to a person paying for entry into the venue.
It is not the consumers responsibility in this case - I was never complaining about the crowds - I knew it would be busy. I complained because I paid to enter the entire park, but was only given access to a piece of it. I should have been notified of this.
Posted by PepperElf on 2011-01-13:
as for the movie.... that fails as a comparison because a park has more than one section. while for a movie you specify which movie and time you're buying a ticket for.
Posted by PepperElf on 2011-01-13:
"you should just come back later...but I am sure it will just be busy then too."
sounds a bit like it wasn't closed for the whole day but perhaps they had reached limit.
if that's the case the person selling the ticket won't know whether or not a specific section is temporarily closed due to capacity, or when the other paying people will move out to make room.
sounds a bit like it wasn't closed for the whole day but perhaps they had reached limit.
if that's the case the person selling the ticket won't know whether or not a specific section is temporarily closed due to capacity, or when the other paying people will move out to make room.
Posted by Lord Rothschild on 2011-01-13:
I think you're missing the core point PepperElf.
Posted by throwback on 2011-01-13:
You go to any theme park with the fastest, highest, biggest, baddest roller coaster that year you will be standing in lines 2 to 3 hours to ride it. Why do people think it would be different for a ride based on the biggest grossing movie and book for kids of all time? Especially when every kid has off that week? I read complaints on this site about universal not limiting crowds. This one is about universal limiting the crowd. You don't get refunds in the park if a ride is broken, there are hundreds of other things to do beyond that one ride. Your best bet is to educate yourself about what you are going to do before you do it. They have this thing called the Internet that makes this easy to do.
Posted by momsey on 2011-01-13:
Yes, the park should limit the number of people allowed in if they can't handle more than a certain number. I don't know why so many people think it's to be expected that a person should spend hundreds of dollars and not really get anything for that money.
Yes, the person selling the tickets said it was packed. Of course it's going to be packed. But to not be able to see major parts of the park? That's beyond packed. Obviously Universal had a major problem that week and they need to fix it. Sure, I'd be upset if I was turned away at the gate, but I'd rather be upset about missing something than having wasted hundreds of dollars.
Yes, the person selling the tickets said it was packed. Of course it's going to be packed. But to not be able to see major parts of the park? That's beyond packed. Obviously Universal had a major problem that week and they need to fix it. Sure, I'd be upset if I was turned away at the gate, but I'd rather be upset about missing something than having wasted hundreds of dollars.
Posted by KBuck on 2011-01-13:
I think some people are missing my point. I am not complaining that there were lots of people there. I am not complaining because the park limited the amount of people in a section of the park. I AM complaining that we were not notified of this. If you change the park (and we checked the Internet before we left - there was no mention of sections of the park being closed, they merely said it was crowded) then you need to let people know.
If you have sections of the park that are normally open all the time and you physically block them off for a week - then you need to notify people.
I agree with parks limiting people into them - it gives those who came a better experience. I would have been disappointed if we got there and were turned away, but I would have understood as it was a busy week. I understood all of that. But I wasn't given that opportunity - I was sold a ticket for the entire park and I was not able to see the ENTIRE park. That's my complaint. It wasn't one ride that was broken, it was an ENTIRE section that was closed off to people. Not a ride - a SECTION.
If you have sections of the park that are normally open all the time and you physically block them off for a week - then you need to notify people.
I agree with parks limiting people into them - it gives those who came a better experience. I would have been disappointed if we got there and were turned away, but I would have understood as it was a busy week. I understood all of that. But I wasn't given that opportunity - I was sold a ticket for the entire park and I was not able to see the ENTIRE park. That's my complaint. It wasn't one ride that was broken, it was an ENTIRE section that was closed off to people. Not a ride - a SECTION.
Posted by Slimjim on 2011-01-13:
It's not hard to imagine both Universal parks, as well as, all Disney Properties (including Anaheim's), were packed Christmas week, yet most complaints all seem to be directed specifically with Universal Florida's Harry Potter exhibit. I going to have to conclude this is more than just some people not being realistic with expectations and more like, there really was some bad planning on US part regarding the handling of the crowds in this area.
Posted by yoke on 2011-01-13:
The OP knew when driving into the park it was mobbed. The OP knew when buying the tickets it was mobbed. The area the OP wanted to go to was closed off for the time being due to it being full, from those who got there earlier. It is frustrating when you spend that kind of money and it is to crowded to enjoy, but unless the park turns people away (sounds like the OP would have been one to have been turned away) when it hits a certain capacity then I don't see any other options.
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