Last April 19, bloggers were invited to attend the soft launch of Zip Line at the Club Manila East (CME) Resort at Rizal. As one of the lucky bloggers, I, too, was privileged to witness the momentous event and since invited bloggers were allowed to bring at most two companions, I tagged my brother and my cousin along. Anyway, we were granted a one day free complimentary stay at the resort and we really enjoyed the day as we dive, surf and fly. It was really a fun and memorable day plus we are thankful to the CME for giving us the opportunity to experience that one of a kind event.
My cousin, Roel, had a great time taking pictures and videos of the said event, even though he is not a blogger, he loves to do so, then edit and upload them either on Youtube or in his Facebook account. So, after the event, Roel, together with his sister, Trixie, edited the video he took during the event then uploaded it to Youtube.
Original video which has been made prior to the contest
As for me, I uploaded and posted the video in my Facebook account where the Marketing Consultant of CME, saw it and suggested that we join the CME’s Online Video Contest as she found the video to be “amazing”.
We decided to follow her suggestion since according to the mechanics of the contest “anyone can join”. So, both Roel and Trixie once again edited it to make a one-minute video entry for the mentioned online video contest, we then submitted our entry.
1-minute video entry for Summer High with CME Fly contest
But wait! The story does not just end there.
Here’s the interesting, frustrating and annoying part of the story: After the deadline, Roel, who submitted the entry, received a private message via Facebook from a representative of CME, saying that “Bloggers are NOT allowed to join the Video Contest”. Out of curiosity, Roel asked why his entry was invalid because in the first place he’s not a blogger and the fact that the mechanics clearly stated that “anyone can join”.
My cousin also added that CME grabbed and posted his personal video (the first video he and her sister made) on their account and used it as CME’s promotional video without even consulting him or asking permission from him or his sister. He also told the CME representative that even a simple credit will do but to his dismay, a CME representative pointed out that since the CME gave us a free entrance to the resort, which we really appreciate, the video can be AUTOMATICALLY grabbed.
Is that so? Are they familiar with the word “RESPECT”? Besides, it was not stated in the contract, or we were not informed earlier that pictures or videos personally taken by the bloggers and/or their companions during the event and uploaded online can be AUTOMATICALLY grabbed by CME.
We also suspected that the Roel’s video was not allowed to join the contest maybe because it was taken from the original video that the CME posted on their Facebook account wall and used as promotional video.
(My cousin’s video was posted on CME’s Facebook page on April 25, but it was removed on May 5)
In addition, what also pissed us off was the fact that we exerted our time, effort and expertise to make that video for the entry and then, they’ll just simply send us a message that “Bloggers are NOT allowed to join the Video Contest” without even bothering to explain why?! Is this proper?! Common sense tells us that we should be receiving valid explanation from the management.
CME representative mentioned that she talked to their VP and that they decided to consider the entry, my cousin told her to remove his entry to give chance to others. No, we’re not after the prize, that’s what we emphasized to our message to CME representative. We just like to receive official statement from the CME’s management, especially regarding the statement of CME representative that “…it can AUTOMATICALLY be grabbed”. And we also would like to know if the “CME representative” is the authorized person to talk to us regarding this issue, so we asked for an explanation from their officials and even gave them a week to issue their official statement regarding the matter.
I sent more than 2 emails (May 3, May 5) and text messages to their Marketing Consultant and we were advised that my emails were sent to the CME Management. But we never heard from them even until now (it’s been 2 weeks already since we asked for explanation).
Now, what do you think we need to do to resolve this issue? We don’t need a public apology. We don’t need financial compensation. We don’t need fame. A simple call will do.. An explanation and/or assurance that this will not happen again to anyone. Or just acknowledge the issue.
Though the CME representative sent her apologies already, we just simply need to receive a valid explanation/clarification from CME Management about CME representative’s statement regarding the video that “…it can AUTOMATICALLY be grabbed” and how the CME representative talked to my cousin (see the full conversation below). Furthermore, we also would like to know if the CME representative is the right or the authorized person to talk to us.
So, if you can read this, CME Management, we will be waiting.
Anyway, here are some Points for Improvement Club Manila East may consider
1. Always, Always, Always credit your source. If you use video clips, photos or anything else that belongs to someone, other than yourself, ask permission and credit.
2. If you’re having a promo/contest, make sure it has a clear set of rules/mechanics.
3. Customer Service
- Good customer service is an integral part of any business or organization. Any profession that requires interaction with the public needs to exercise effective customer service skills in order to gain and retain customers.
- Make sure employees know and use your customer service policy (if you have one)
- Always be polite to your customers. Use the words your welcome, please, and thank you. Be polite to your customers even if they are being irate with you. Always apologize to your customers should you make a mistake. Admit your mistakes quickly and make it up to them in a big way.
- Have an authorized person to handle customer-service problems/inquiries. Make sure to perform appropriate follow-up as needed.
I made this post not to personally attack the CME representative or for me to be popular or just to make gossips. Hindi ko intention sirain ang pangalan ng sino man. I’ve thought about all this before writing it down. Like I’ve said to my friend “hindi naman to para sakin. concern lng ako sa mga customers nila. hindi nmn ako magbebenefit kung improve nila customer relations nila, sila rin naman makikinabang nun.. kasi aanhin naman kasi ang ganda ng lugar nila kung ganun nila i-treat ang customer nila.”
Anyway, I’m from Cainta Rizal, a neighboring town of Taytay Rizal where Club Manila East is located, and as much as possible I want to help Club Manila East grow/improve their business because we, Rizalenos, will benefit in some way.
I really do hope CME management will consider these feedbacks, I know that constructive feedback always yields the best results!
Update January 2012: We haven’t heard from their management! They just simply ignore our concern. We are just disappointed on how their treat us! It’s not really our lost, anyway! I rest my case!