Quick question to those in the know--last year, the Astros allowed season-ticket holders to pre-order the complete season bobblehead set, to be delivered after the end of the season.  Has anyone heard--are they doing so again this year?

I wrote a diary a few weeks ago in which I ranted about the customer service from the Astros' ticket office, which I often found to be cavalier and supercilious.  Encouraged by some of the comments posted, I decided to write a letter to the head of Ticket Sales for the club, complaining about the service.

I am delighted to report that the head of Ticket Sales called me personally, apologized for my experience, and even relocated my seats for 2008!  He handled the situation in an exemplary manner, in my humble opinion.  Whether or not my seats were relocated, had the original agent been a fraction as conciliatory as this gentleman, the letter would never have been written.  

Good customer service--it really DOES exist!

I've been an Astros' season ticket holder for the past three years, and will be again this year.  

However, this will be the last year for me.

Because I don't live in the Houston area proper, I get the mini-plan (27 games).  My round-trip travel time for each game is 3 + hours (about 1.5 each way, depending on traffic).  I usually make about 20 to 22 of the games per year, giving away or selling the tickets that I can't use.  

I sit in the Club level.  I guess it makes me seem a bit like a princess, but I do like having a waiter, plus the climate-controlled common area if the weather is disagreeable and the roof is open.  I've certainly spent a lot of money on baseball over the last few years.  I made that choice, but that doesn't mean it was done frivolously or without consideration.  

Considering my recent treatment by the ticketing department of the Astros, the choice will be different next year.

My first year, I was in section 235.  The last two years, I have sat in section 233.  They are good seats, except for one thing--the right field foul pole bisects my view of the video screen.  So, in the early offseason of 2006, I requested seat relocation.  I was flatly told that it would be "impossible."

Okay.

Not sure why it was impossible, since this wasn't explained to me, I thought perhaps that I requested relocation too tardily.  So, starting in September of 2007, I began my campaign for seat relocation for 2008.  I was directed to a specific individual for this request and submitted all my communications and requests through him.  He said that it would be difficult for me to move, but that in any event, nothing would be known for sure until all season ticket sales were completed (usually Jan. 31st).  I pointed out to him that it was a bit of a catch-22--he would have to wait to see if tickets became available because of non-renewal, and yet in the interim, I would have to renew my own tickets, meaning I was basically locked in.  He said true, but that no one is considered for relocation unless their invoice is paid in full. Reluctantly, I settled my account and waited for opportunity to arise.  I emailed my contact monthly to remind him of my request and inquire as to its status.  "Nothing yet" was the routine answer.  

On January 31st, I emailed him, only to be told that the deadline was February 5th.  

Okay.

I contacted this ticket agent on the evening of February 5th to ask if anything had come up.  Had the answer been a simple "no," I would have been a little disappointed but nonetheless philosophical about it.  That's not what happened.

I received an email on February 6th, letting me know that two seats in 232 were available.  They were farther back than my 233 seats, but I was still quite excited.  Just ready for a change, you know?  So I emailed my contact, thanked him for his patience and hard work, and asked him to exercise the change.

Here was his response: "February 5th was the last day to relocate seats. The tickets are already being printed. Sorry."

Wha-a????

I emailed him then and there and said that he wouldn't have to worry about me renewing next year, as I was tired of the frustration.  I fully expected him to blame a delay in email delivery as the culprit in the misunderstanding, but he didn't.  In fact, he argued with me!  (What the hell ever happened to the customer being right?  I'm old enough to remember that philosophy of business--I didn't make it up!)  He said that he told me the deadline was the 5th and that his email on the sixth was just to let me know what was available, but that my current seats were better.

Reaaally.  Didn't realize his subjective opinion was the one that was important here.  My mistake, obviously.

My response:  "Why tell me that something was available, after the deadline, if I couldn't move?  It makes no sense to me, and perpetuates my impression that I get the run-around in all my dealings with the Astros.  I realize us mini-plan holders are the small fish, and since the team always sells out, there will be somebody to take my place next year.  But I'm old enough to believe in old-fashioned customer service--I don't get it from the Astros, and I'm tired of throwing good money after bad."

Bunch of cavalier jackasses.

But that's just my opinion. . . I could be wrong.