Hi everyone-
I posted on my LV trip report that I forgot to cash in a $100 EZ-Pay voucher at the Hard Rock, and discovered my error when I got to the airport to leave.
Well, the next morning, after a red-eye flight, I called the casino and asked for a slot supervisor. He took my information, my e-mail address and promised to get back to me. He never did.
A few days later, I called again and asked for a slot supervisor. Once again, she took my information, my e-mail address and phone number, and promised to get back to me. She never did.
A few days after that (a week after my return), I called again and asked for the slot operations department. They gave me casino marketing. I told my story and the woman put me directly through to Todd Simons, director of slot operations. I told my story, and he said to mail the voucher directly to him and he'd take care of it. I sent it out that afternoon (Dec. 2) by certified mail.
After two weeks, when I didn't even have my return receipt back, I went to the post office branch to ask what happened. They said "give it time" because it's the Christmas rush, and told me how to look up the status online. They said I couldn't file a tracer on the item until it had been missing a month. I logged on to usps.com, which told me there was no record of my letter being in the system.
The next morning (Dec. 18), I walked into the Absceon (pronounced Ab-SEE-con, for those living outside Atlantic County, NJ) post office. I waited my turn behind a bunch of people mailing their Christmas junk, and calmly asked what happened. They got me the supervisor, who again confirmed there was no record in the system. I began to pitch a (polite) fit, saying how do I know it ever got out of the branch post office? Maybe it's still sitting there? It was clear that I would be a major pain in the ass, albeit a polite one, until this got resolved. The supervisor filled out a tracer, and I filled in a complaint form and went in to work.
About an hour later, the postal supervisor called me at work. She called Todd Simons and he said he got my voucher. (This took place at 11:15 a.m., eastern time, which means Mr. Simons gets to work awfully early.) He had forgotten to drop the return receipt in the mail. (There was some snafu at the Vegas end, because their post office is supposed to scan the certified letter when it arrives and the carrier is supposed to keep and send back the return receipt.) She said Simons and the other people at the Hard Rock were very nice, and there was some comment on how the casino folks in AC could learn a thing or two from them.
My $100 check arrived in the mail Saturday. It was nearly 4 weeks of anxiety over the deal, but it ended well. The screw-ups were on the Postal Service end, not the Hard Rock's (except for the slot supervisors who never got back to me.)
Happy holidays, health and royals to all.
Elaine
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