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My angry letter to Universal Orlando


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I rarely write complaint letters, but when you really cheese me off, here's what happens!

 

Dear Guest Services:

 

I am writing to you today to express my displeasure at a Team Member who works the Men in Black: Alien Attack attraction.

 

I visited Universal Orlando on December 29, 2005 as a solo traveler. At around 8:30 am, I decided to ride the Men in Black: Alien Attack attraction. Although the posted wait was 5 minutes, I decided to use the single riders line as I always do. The Team Members directed me to the next available ride vehicle. I happened to be the only person in that vehicle. As I was boarding the vehicle, I heard a Team Member say to me, “So you’re alone? That’s kind of sad and pathetic!” I wasn’t able to see his name tag, but I recall he had a deep voice and I believe he wore glasses.

 

I found his statement to be rude and very insulting. Many of my friends love the Men in Black ride and regularly utilize the single riders line. Because they will become solo riders, are they sad and pathetic also? Additionally, I could have rode alone because my family and friends did not want to ride or they wanted to experience another attraction.

 

I found the Team Member’s statement very odd, since the majority of Universal Orlando Team Members have been nothing sort of courteous and respectful. Before I rode Men in Black: Alien Attack, I experienced Jaws. I was the only one in the boat and the skipper Javier welcome me enthusiastically about the ride. After my Men in Black ride, I went on Back to the Future: The Ride. The Team Members at that ride were friendly and welcomed me to the attraction.

 

Later that day, I visited Islands of Adventure’s Grinchmas and met the Grinch. He told me, “Hey look, it’s a moron with a camera!” That was the highlight of my day since I knew the statement was within the Grinch’s character. The actor who portrayed the Grinch really knew the character and acted quite well. However, I did not see any green fur on the Men in Black Team Member, so his statement was inappropriate and disrespectful.

 

I find it ironic that the day I am treated rudely was the day that I had achieved my best score on the Men in Black: Alien Attack ride. I had scored 784,000 points. I had finally broken my streak of not scoring higher than 500,000 points. No matter how hard I tried, I could not get above 500,00 points until December 29. I would have rode again if I had not been treated disrespectfully. In fact, I was tempted to cut up my Preferred Annual Pass and not return to Universal Orlando.

 

I will be returning to Universal Orlando from February 5 to 6, 2006 and I am staying at the Royal Pacific Resort for one night. I hope I am not treated rudely and disrespectfully during that stay. I am debating on not riding Men in Black: Alien Attack in future visits, as I do not want to hear any more inappropriate comments.

 

Please take the necessary actions to ensure no Universal Orlando guests have to hear such rude comments again.

 

Sincerely,

 

 

 

 

Barry Hom

 

 

 

It's going in the mail tomorrow!

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Seems like the last three paragraphs of your letter are unneccesary. You had a bad expeience and feel that they need to know about it. With as many letters as they get, I am sure that they don't care that you got a new high score on the ride, or that the Grinch insulted you. Had I been the guest services person reading your letter, I would have stopped after the first four paragraphs.

Also, threatening to tear up your AP does nothing, as ultimately you didn't do it, so you just told them "But hey, I'm coming back to give you more of my money anyway!" Seems like the last three paragraphs should be eliminated to make your complaint more concise and likely to be dealt with.

 

-Julie

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Seems like the last three paragraphs of your letter are unneccesary. You had a bad expeience and feel that they need to know about it. With as many letters as they get, I am sure that they don't care that you got a new high score on the ride, or that the Grinch insulted you. Had I been the guest services person reading your letter, I would have stopped after the first four paragraphs.

Also, threatening to tear up your AP does nothing, as ultimately you didn't do it, so you just told them "But hey, I'm coming back to give you more of my money anyway!" Seems like the last three paragraphs should be eliminated to make your complaint more concise and likely to be dealt with.

 

-Julie

 

Yeah, the last 3 paragraphs were probably unnecessary, but they sum up as I had a very good day that was spoiled by a rude employee.

 

Personally, I should have opened a can of whoop-ass on him. Can you say ass here? I guess I will find out. 8)

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That is horrible that he said that. Obviously if they offer a single rider line there are going to be people in that line who aren't with anyone else they know and be alone. I hope he gets fired (but I doubt it).

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I will be returning to Universal Orlando from February 5 to 6, 2006 and I am staying at the Royal Pacific Resort for one night. I hope I am not treated rudely and disrespectfully during that stay. I am debating on not riding Men in Black: Alien Attack in future visits, as I do not want to hear any more inappropriate comments.

 

And there in lies the real reason you complained. You might not admit it, but that paragraph was clearly in there to try and get something out of Universal...

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Yea, the last 3 paragraphs were blaintant I want something free. I would of just bitched about the bad experience. Guest relations people tend to spot these kinds of things right away. Sorry about your experience though.

-RD

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I have to agree with wes on this one...why didnt you ask to speak to a sup right then and there if it really made you feel that bad. You know that one person's comment isn't gonna stop you from comming to the park so why make it seem like that. The only thing thats probably gonna happen to that letter is that its gonna help someone get a better aim at trashcan basket ball...

Not saying that to be funny but unless you had pin pointed someone out there, it isnt much the park can do, honestly what do you want the park to do...

 

Jarvis "sounds like 'making a mountian out of a mole hill' to me" Morant

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^I gotta go with Wes and Jarvis on this one. If you were truly insulted. You would have found some way to e-stop the ride. Get a supervisor. Have all the ride opps talk to you while you were blindfolded so you could identify him/her. And personally watched as the ex-employee was escorted out of the park.

 

Threatening to sue always helps.

 

All kidding aside. If you were that offended by the employees actions. Going back and getting the cast members name would have been the best first course of action before writing the letter. Having worked in complaint departments before, we realy only paid attention to the ones that were direct, to the point, and gave us someone to direct action with. Also, telling them that you will return gives them no incentive to take any action in the first place. On the other side of the coin, threatening them generally gets the letter trashed pretty quick as well.

 

The best way to go is get the employees name. Give a brief description of the incident and how it made you feel. Then tell them how it affected the rest of your stay. Usualy closing with a nice remark like, "Previously I have grown accustomed to such great service and superior ride operations that this remark entirely caught me off guard. I'm sure that these policies are frowned upon and a proper course of action will be taken to remedy the matter." It is sometimes a good idea to leave a way to contact you personally. Via email of phone if you are comfortable with that.

 

Sign it and you're done.

 

Guy "Sorry about the sarcasm. It's in my nature. I hope the latter helps." Koepp

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I definitely would have done something about it right after it happened. Even if it means chasing down the employee and literally dragging him to his supervisor. Complaining is pretty much useless if you weren't insulted enough to do something about it right then and there.

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Yeah, I would strongly encourage you to leave out those last couple of paragraphs. I understand what you are trying to say with the MIB score, but I really doubt they are going to care. If all else though, cut out the mention of your next visit. That really sends the wrong message. As quite a few have already mentioned, if you want something to happen, just talk about the incident, describing it like you already have, and talk about how it affected your day and how it was disappointing given Universal's great reputation and history. Sure, a name would help, but seeing how you described the kid and said what day and time it was, they might be able to figure something out. If Universal's management is anything like CP's, it'll at least get a lot of questions and attention put on the situation. Yeah, nothing will probably happen to the guy because you couldn't single him out, but they might be able to get an idea and keep an eye on him. My experiences working at a park have taught me that the people who make those kind of comments usually have a reputation.

 

Honestly though, I wouldn't expect much given the latter half of the letter.

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Usually whenever anyone says a comment like that I just turn it back on them. "At least I have the day off from work, Universal boy!".

 

Indeed. Sarcastic one liners always come in handy in situations like Barry's

I 'personally' wouldn't have bothered writing a letter though as I like to get things sorted there and then. Guest services would have been my first port of call.

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Want some cheese with that whine?

 

Maybe he was in character, Zed isn't the nicest guy in the movies, nor is agent K. I would have retaliated with Erik's comment, instead of trying to get something free out of Universal when it obviously didn't hurt your feelings enough for you as to talk to a supervisor or at least find out what the guys name was.

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Sorry Barry, but I think your overreacting a little. True, the guy shouldn't have said what he said, but you took it too much to heart. I'm betting he didn't mean it the way it sounded (if he had left out the "pathetic", would you have been as mad?) I think he caught you on an overly sensitive day. From the way your describing your visit with the Grinch, I think U were a little hurt by his verbal abuse too, though U knew it was coming.

 

I'm also a preferred APH and there's no way in hell I'm cutting this bad boy up...that's good money I paid for this thing & I'm betting Universal knows it too.

 

Kinda off subject, but how the hell did U manage to ride Jaws and MIB alone!?!?! Was there no wait at all?!? Hard to imagine since I was at Seaworld this same day (12/29) and it was a MADHOUSE with hour waits on both Kraken and Journey To Atlantis!!! Crap, even the Shark Encounter had a wait going OUTSIDE the building!

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I'm chiming in kind of late here but yeah.. having worked at Universal (Dragons) and Disney (FD Grand) you'd be better off saying.. "Hey, look my up in March and give me a discount on my room" It would never happen.. especially at Universal since Universal doesn't operate the hotels.

 

I have tons of great stories working at the front desk from a guy wanting free stuff because he had diarehha, to some guy claiming the boat driver wouldn't let him on the boat even though he cut in front of everyone to do so, to a guy DEMANDING I have the Magic Kingdom shut down because it was "too loud".. seriously, it's just not gonna happen.

 

With all that aside, what the team member did was out of line, but the worst that's going to happen is a slap on the wrist. I even know the MiB supervisor (unless they changed up in the fall) and she would just sit the team member down and council him... which definately should happen. However at Universal they tell you that you dont have to always be having a great drugged induced happy day like at Disney... which is why the team member would just get sat down. Universal has a hard enough time with staffing that they cant get too uptight.

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I'm thinking perhaps this 'person' is trying to be in character with the ride's theme. I mean, after all, you can hear one of the agents (recorded) yelling, "C'mon rookie, get in- times a' wastin'!" I wouldn't have taken offense to this relatively small remark, even if it was a little out of line, or whatever you think. Fact is, the ride simply isn't as fun if you don't have other trainees with you. I think the employee was trying to express this fact by using the character that they are supposed to protray.

 

While it may be deemed offensive to some, this is a very, very minor incident. Hey, at least you got your highest score... guess you work good when you're offended.

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