Dear Dennis, as per our conversation by email, we would like to address the concerns regarding the ticketing process and provide additional information for your understanding.
Firstly, it is important to note that the distribution of tickets is managed exclusively by the museum, and we, as the organization you are contacting, do not have control over their ticketing system. Consequently, any issues pertaining to the ticket delivery lie within the museum's responsibility.
As previously acknowledged in our correspondence dated May 31, 2023, at 09:12 PM, the tickets were indeed dispatched prior to your designated visit time. Thus, there was a sufficient duration for you to receive them without the need for downloading and printing.
In the event that you encountered difficulties with your hotel's Wi-Fi connection, we would like to highlight that the museum offers complimentary Wi-Fi access. This would have enabled you to log into your account and present the attached tickets to the museum staff directly.
Regrettably, the responsibility for checking your email in a timely manner rests with you as the ticket recipient. We are unable to intervene in such circumstances, as it falls outside the scope of our capabilities.
Moreover, in reference to your claim that the museum attempted to contact us on June 1st 10:08 am and received no response, we have provided you with our call log as evidence to support our statement. This log will substantiate that we promptly relayed the information to the museum regarding the ticket dispatch on the preceding day.
In your initial email, you explicitly mentioned that you did not receive the e-ticket and had to make a payment at the museum. We understand that you expected a seamless experience, and we apologize for any inconvenience caused. Regarding the museum staff's attempt to contact us, as stated above, the log shows that we did answer their call.
Also, to provide further evidence of the ticket being sent to you on the previous day, we have included screenshot in our email.
These screenshots serves as proof that the ticket was indeed sent to you, indicating that the service was provided as intended. Additionally, we have demonstrated through our previous messages that we responded to the museum's call, contradicting the claim that there was no response from our end.
We value your review and appreciate your honesty based on your personal experience. However, as per the terms and conditions that you agreed to, since the ticket was sent to you on time, we have fulfilled our obligations. It is regrettable that you were unable to retrieve the ticket, whether it was due to oversight or a poor internet connection at your hotel.
Please note that we are open to any further claims or feedback you may have. We have maintained a written record of our conversations, which serves as proof that we indeed sent you the ticket on the previous day. However, we understand that your experience was not satisfactory, and we apologize for any inconvenience caused.
If there is anything else we can assist you with or if you have any additional questions, please feel free to let us know. We are here to help resolve any outstanding concerns to the best of our abilities.
Kind regards