Cascade Alpine Guides

[Yama Daisuki]

This organization, frankly, sucks. The guides are good, but the office is absolutely terrible on the front end which leaves a very bad first impression that the guides have to make up for in the field. To make matters worse, the guides will often bend over backwards to assist with some of the balls the front office drops only to have the balls thrown at them from the head of company.

 

Specific example last year was with the avalanche course they offered. All three other students in my carpool commented on how difficult it was to not only get signed up for the course, but how rude the office was when they called in to inquire about the trouble they were having with CAG's website reservation system. "Obviously user error" was always the feeling we received when it never was, but rather just blatant ignorance on their end. After the actual class, which was very good, a few of us wanted to take the certification class. The front office couldn't make it happen with the instructor because of a wacked pay thing. The instructor offered to take checks made out to "C.A.G." on the day of the class. CAG said "no way" and the class was cancelled just two days before the class was supposed to take place. To cap it all off, the head guru there, Rob something, said he'd reimburse a few of us for all our trouble and reitirated the "It's all about you" slogan they have on their website. Months went by with no credit and when I inquired about it, he first passed the buck to the instructor and then just went quiet.

 

BAD organization that has good guides working for them. If possible, frequent the good organizations with good guides to make the entire experience much better. Cascade Alpine Guides does NOT fall into that category.

[Alpinfox]

So you registered an account on this website just to badmouth this company? At 1 o'clock in the morning?

 

Sounds like you have some legitimate gripes, but also seems a little fishy to me.

 

 

[layton]

Instead of trashing them on the internet, why don't you write them a letter? Sometimes even great companies totally fuck up with a particular individual, and I'm sure they will do something if you write to them. Guide services aren't in it to make millions, they only exist because they love what they do. So please don't trash a small business who major customer base would read this. It's fun to trash talk large organizations and companies (REI anyone?), but it's just not appropriate to do so with small shops, gear companies, and guide services in such a small, tight knit community.

[mattp]

I don't know whether this guy complained directly to them or not, but trashing people on the Internet without first making an effort to address your complaint directly is pretty much situation normal for cc.com.

[Off_White]

Matt, does that mean you endorse that behavior? Situation normal does not necessarily equal situation desirable.

[mattp]

Nope. In my opinion that is a rather sad aspect of life on this board.

[high_on_rock]

Sorry Layton, I disagree. If the gentleman was merely pissing on the company that would seem wrong; but putting forth a factual account of a negative experience upon which others can comment would seem appropriate. Merely my humble opinion.

[jon]

Maybe my reading comprehension isn't that great, but unless I'm missing something he did try to resolve the problem.

 

Months went by with no credit and when I inquired about it, he first passed the buck to the instructor and then just went quiet.

[scrambled_legs]

Yama has every right to post this. I know I'd be seriously pissed if I booked time off of work to have a course canceled 2 days prior and not even receive a refund for months.

 

I'm sure the owners of Cascade will stumble across this or hear about it. It's a pretty small community after all. Might end up changing things for the better. He's not saying don't go there, in fact he said that their guides are excellent it just a problem at the business level. If this is a common occurance, I'm sure the guides are just as pissed for losing business due to their employers incompetance. I'd be happy to see this being posted if I was working there. Maybe the owners are completely in the dark as to how poorly their business is being run.

 

Feel free to post something if you've found the office to be more then accomodating and Yama's post nothing but a fabricated story.

[archenemy]

WOM is the best advertising, or warning as the case may be, that people have. We are all capable of hearing about one or two people's experiences with a company (of any size) and deciding for ourselves if we want to try that company out for ourselves or not.

 

Thanks for posting your experience Yama.

[Choada_Boy]

I think they're pretty good. The overview maps could be a bit better and Fred's time estimates can be pretty far off sometimes, but the don't call them "Beckey's Bibles" for nothing.

[plexus]

I think they're pretty good. The overview maps could be a bit better and Fred's time estimates can be pretty far off sometimes, but the don't call them "Beckey's Bibles" for nothing.

 

I'm with you there. When I first started reading the post, I was sharpening my pitchfork and lighting my torch. Sacrilege to bash the CAGs!

[Fairweather]

???? Is somebody dissin' The Bible?

[Yama Daisuki]

Cheers to all. I was up late last night catching up on old emails and found the ones from C.A.G. (the guide service, of course - sorry, love the books) where I had copied myself on an email to the head honcho about my disatisfaction. FYI, I often copy myself as a reminder to follow-up later.

 

You all have great points and I was happy the way the thread went towards the bottom. To the first couple responses, I will say that I gave this company ample time to figure things out and reply. After repeated promises by him to refund our money with no follow-through, I even mentioned that I was going to send negative word of mouth as wide and far as possible if I didn't hear from him. Now, months later, I'm sticking to that promise. Any other suggestion on where I can rip him a new one? His bad for calling my bluff, eh? I hope he does see this and brings up his version of the story. I'd be happy to bring my two new climbing friends (who I met in their class) on board that will verify everything I wrote and then some.

 

In short, the front end of this organization needs serious help. Yes, the guides are great. The class was great. I wish I could have got certified. Instead, I'll try to do it next year....with a different company. Unfortunately, it will probably cost me more since I did the initial class with them. So it goes.

[cj001f]

???? Is somebody dissin' The Bible?

 

So is it:

Volume 1 - Old Testament

Volume 2 - New Testament

Volume 3 - Book of Mormon?

[Yama Daisuki]

FYRP (For Your Reading Pleasure): I looked and found the communication that occurred. Read from the bottom up for the best experience. Yes, I was very pissed off in my initial email, but I feel the points were laid out. Yes, I could have diplomatically worded it better, but....yeah, I was a bit pissed off. It should also be noted that we NEVER received the refund he talked about. In other words, it was just lip service!

 

Here's the string. I'm taking people's names off for privacy reasons except for "Rob":

 

*******************************************************

 

Don't pass the buck, GM. However, I'll look forward to seeing some bucks credited to my account. I'm informing (new friend)to look for his bucks, as well. Him and I are going to Baker on Saturday since our long standing plans for an avy class certification class fell through at the very last minute........

 

-(yama daisuki)

 

p.s. You failing me started right at the beginning with your degrading phone calls when I called asking questions about the web reservation system. When I then went on the field day, I heard MANY others who had the same experience. We ALL felt that you made us feel like idiots when it was indeed your website that was the problem. What does that have to do with (instructor)? (instructor) didn't call us, you did.

 

 

Rob wrote:

 

Out of curiosity, how should I handle this? I'm refunding your money, concluding the agreement with the instructor and have taken steps to ensure this does not happen in the future.

 

Just to be clear, in the past, all communication regarding "The (instructor) Avalanche Course" has been forwarded to (instructor) begining right after the (sponsor name) course concluded. This has been a dreadfull mistake on my part. I had hoped (instructor) would respond in a timly fashion. In any fashon actually.

 

This is not an excuse, this was my decision and it was the wrong one! And it's far too late to turn this one around.

I truely am sorry you are not satisified, although you sound skeptical about our moniker, it is about you and we failed you.

 

Rob

General Manager

 

Cascade Alpine Guides

 

 

 

--------------------------------------------------------------------------------

From: (yama daisuki)

Sent: Thursday, March 08, 2007 8:10 AM

To: rob

 

 

Rob/CAG,

 

So there is no way we, (new friend and I), can join the course this Saturday? If that's the case, refunding the total amount you've charged so far this year is the least you can do. I assume you are doing this for (new friend), as well. I know you aren't obligated to do this, but it's the first sign of relatively good customer service I've had. Thanks and good luck with those resolutions!

 

-(yama daisuki)

 

p.s. I can understand that there must be more going on than the eyes can see and the ears can hear. However, it wasn't just one bad experience. It was multiple. You can forgive once or twice, but anything over three it becomes ridiculous!

 

 

Rob wrote:

 

thanks for your comments. Rather than pass the buck and tell you that there is more going on with this than you realize, I will just tell you that I agree and that things with (instructor) avalanche course have not proceeded as we had planned this season. I realize this is hard for you to believe but this is being resolved.

 

As for proving it... well this to is going to be hard to convince you but the only first step I have is to refund your course fees. I'm going to refund your card we have on file any and all charges we have made.

 

Rob

General Manager

 

Cascade Alpine Guides

--------------------------------------------------------------------------------

From: (yama daisuki)

Sent: Wednesday, March 07, 2007 8:33 PM

To: Info@CascadeAlpineGuides.com

Subject: Is it really "All About You" when it comes to your customers?? - Prove it!!

 

 

Rob,

 

I just left you two voice mails back to back (because I got cut off on the first one). The synopsis is this, I am absolutely irate at your customer service! Below is my reasoning, as well as my suggestions on how to fix this situation NOW! I would normally say forgive my bluntness, but I've exhausted my attempt at friendly communication with you, as well. It's time to get it out and get it out in the way it needs to be said in hopes it gets through this time!

 

1) Your web reservation system sucks and is NOT user friendly.

 

2) When potential customers have problems with the web reservation system, your communication back (not just me, but many others) is extremely degrading and unprofessional.

 

3) I took the recreational avalanche course for (instructor) with one field day. It took multiple phone calls and a response back from you saying that I am able to sign up on your website. After playing around with your website, I finally found the way to do it but it was NOT clear and straightforward. As I mentioned on your voice mail, I work for a company that has a very high tech reservation system and I also make many online purchases and reservations with other companies. I have never had the problems that I've had with yours. And I KNOW that I've never, in my 37 years, had customer service as degrading as yours.

 

4) I then attempted to sign up for the Level I certification through the extra field day with (instructor). I tried on your website and it is NOT set up for this. If it is, it, again, is NOT clear. I then e-mailed and called you for direction. NO RESPONSE!!

 

5) (instructor) graciously offered to take personal checks (made out to CAG) on the day of the course which THIS Saturday (which we planned weeks ago). I have found out today that you will not accept this! What is the problem???

 

How to fix THIS situation (your other problems are internal and bigger monsters for you):

 

1) Honor both my personal check and (my new friend)'s. (my new friend) took the original class with me and we were planning to carpool together with a third classmate from the first course (who luckily signed up for the Level I cert' when she signed up for the first class). (my new friend) has been trying to make the rezzy through the proper channels, as well, with no luck. More proof that your website and customer service sucks.

 

2) If for some crazy f'n reason you cannot accept the above, meet me somewhere in the next two days and I can pay you directly.......in cash if that works better for you!! Don't worry, I won't bring a baseball bat or a thug to beat the crap out of you. I just want to take the course..........

 

I look forward to hearing from you ASAP. Otherwise, I am going to go on a rant-fest to as many blogs and online bulletin/comment boards as I can find to leave very negative feedback about you and your company!!

 

Your website advertises "It's all about you". I challenge you to prove it!!

 

-(Yama Daisuki)

 

[Yama Daisuki]

And, yes, I do feel better now. Thank you!!

[goatboy]

Hey Yama,

 

After reading that email exchange, I wouldn't say that you were very professional or polite at all. The company may have let you down and failed to do what they said, but the line about beating the guy with a baseball bat was ridiculous and may have been the beginning of the reason why the money wasn't refunded to you...

 

If you were the manager, how would you have responded to someone writing to you the things that YOU wrote?

[scrambled_legs]

Ok, well after reading your e-mail exchange I think I have a change of heart. It sounds like there is some serious problems with their booking system and the person answering the phone to deal with the customers problems, is probably very sick of dealing with them. But really Yama you were a dick.

 

If anyone is degrading here I have my money on you. I bet the manager is just itching to tell you off but is being professional enough to hold it in. If you had been professional or somewhat polite yourself, you'd have the money in your account and his employees would be getting disciplined. Instead you came across as a complete asshole, you'll never see your money and the manager is probably joking with the employees about how rude you are.

[chirp]

Hey Yama,

 

After reading that email exchange, I wouldn't say that you were very professional or polite at all. The company may have let you down and failed to do what they said, but the line about beating the guy with a baseball bat was ridiculous and may have been the beginning of the reason why the money wasn't refunded to you...

 

If you were the manager, how would you have responded to someone writing to you the things that YOU wrote?

 

Sounded to me like he was being respectfully sarcastic...and perhaps deservedly so. It's hard enought to endure shitty service without even a mild though of malice. Cmon dude, be human.

 

[high_on_rock]

Sounds like all are conveying frustration. Go talk to the guy, shake his hand, and get it straightened out.

my humble opinion

[Choada_Boy]

You should get a gun and Go Postal on this M.F.

[Yama Daisuki]

Thanks Chirp. You seem to understand a little of what all that occured up to the point of that e-mail.

 

Scrambled legs and Goat: I totally understand and agree that the e-mail was strong as hell and I did/do look like an asshole from the grandstands reading it now. I don't deny that. All I ask is that you read the first parargaph of that particular e-mail so you understand that that e-mail came after multiple phone calls, multiple unanswered emails and multiple times of being on the receiving end of sad and degrading customer service (the WORST I've ever seen). I was at the end of the rope, pissed off and wanted to come off very strong to see if I could carrot him into sending me an answer. It worked. As for the baseball bat thing, dude, that was total sarcasm. C'mon now. I got in a fight in 5th grade only because the other guy punched me in the face. I'm a total pacifist.... baa

 

High on a Rock: Good idea, but no thanks. It's a noble idea, but I have no desire to work things out with this company.

 

Choada: Now, that's sarcasm!!

[G-spotter]

whatever dude. your first email makes you sound like a dick

[beecher]

these are not customer service representatives or web reservation experts, they are guides. rants like these coming from someone I don't know, and about conversations I did not hear, don't hold much water to me.

sorry to hear you could not find some more constructive means to resolve your frustration, maybe you learned something and will have better luck dealing with people in the future.