Don’t fall into the black pit of customer denial.

How customer service failed me at a massive corporation.

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Photo by Pedro Forester Da Silva on Unsplash

I was traveling to Las Vegas and was part of a terrible customer experience recently.

MGM Resorts, a publicly traded company, was recently hacked by a cyber company, which took down all their systems.

This hack occurred four days before my arrival, and I wasn’t reading into the headlines as I thought those issues would be resolved within a day or two.

This wasn’t the first hack in Vegas.

We also read that Caesars Entertainment had a similar issue a couple of weeks earlier and paid the ransom to clear up any issues within a couple of days.

We were assuming that this would be the same case.

The day before our arrival, we felt better when we saw a publicly released announcement from MGM on X, stating that everything was operational, including restaurants, accommodations, and the casino.

But then we started browsing what customers were saying online.

There were posts about staff having to check customers in with paper and pen, and none of the online services like mobile key cards, room charges, or slot machines were working.

Seemed like customers were continuing to follow up with no help.

We were a bit nervous, but still had hoped that the issue would be cleared up when we arrived.

We were wrong.

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