A Few Thoughts on GroundLink Promo Fiasco

Earlier in the month I shared a promo for GroundLink transfer service on our Facebook page. Basically, the deal seemed  too good to be true (and it was). Someone at GroundLink clearly dropped the ball on this one. I’m sure they meant to encourage potential customers to use their service by giving $20 credit PER RIDE. Except, that’s not how they worded it.

As long as you had a Visa Signature, you could add  $20/per card  and it would count towards your credit total. You could then use it for 100% free rides from airport etc. Anyway, that’s the short version. I’ve actually seen this deal mentioned on several blogs and somehow missed the “free” angle. But then it was highlighted on DansDeals.

This was the kiss of death, for sure. BTW, I’m not throwing shade here. I always think it’s silly how people tell bloggers what they should and shouldn’t post about. DansDeals specializes in deals and this was one heck of a deal. What did people expect him to do? It is a tricky spot to be in, as in “darned if you do and darned if you don’t” type thing.

Anyway, DansDeals has a huge deal-loving audience so naturally, GroundLink was overwhelmed with requests  for free rides. And let’s face it, chances of them getting repeat business were slim to none. All kinds of weird things started happening. Many accounts were locked, including mine.

I used up my credits right away because I thought this might happen. Unfortunately, there were many reports that the rides were rebooked without customer’s knowledge and only one $20 credit applied per ride. The rest would be charged to the credit card on file. Did I mention that I added 8 credit cards?

I called and the rep informed me that my airport ride would now cost me ONLY $140 after credits. No thanks. I told her to cancel it and erase my account. She happily cooperated. I could tell she was relieved that I didn’t give her hard time. She said many people have been calling and lashing out at her over this fiasco. I honestly felt bad for the rep because she wasn’t responsible, yet had to deal with  the fallout. Not fair, but such is life.

I did leave some feedback telling her this was handled poorly and will really taint the reputation of GroundLink going forward. She agreed and we parted ways (forever).

The lessons

1) Any time the deal seems too good to be true, assume there will be a clawback. If the company honors it, great. Just don’t let it get to you if they don’t. It would be similar to me saying that I will give a $50 gift card to all of my subscribers and only mean one.

I definitely could never honor such a promise and would hope that my readers will be understanding. I think companies (startups in particular) deserve the same courtesy, especially if they correct the mistake right away. That being said, if someone decided to hold them accountable, they have the right to do so. But I’m cutting my losses with GroundLink.

2) Don’t be too greedy when you see a mistake or misprint. Apparently, many of those who added less than $100 in credits still have them in their accounts. All I can say is use them or lose them. I added $160, oops.

3) Don’t take out your frustration on the lowly phone rep. It’s not their fault.

Bottom line: This promo was poorly handled and I will be shocked if the company is still in business by the end of the year. They have ridiculously high prices anyway, and getting Visa Signature credits was the only reason I booked my rides with GroundLink to begin with.

And now I’m not sure I would consider giving these guys a chance  even with a huge discount because I don’t trust them. What if they decide to cancel my ride without my knowledge?

If I didn’t reach out to them, they were simply planning to charge my credit card a $140 even though my ride was confirmed and fully covered via credits. How obnoxious is that? I would absolutely dispute it, but who wants the hassle and frustration? I sure don’t. I have enough drama in my life as is.

On to the next one.