Pissed off at USDF!

[GreekDressageQueen]

I registered my horse for Life several weeks ago, but there is no record of him available online! I haven't received anything in the mail, only an email confirmation receipt of payment. I have to mail off a show entry tomorrow and I don't have the stupid temp card! I have been trying to call and email the USDF all week and nobody is replying or answering the phone. I guess everyone is off watching the Rolex. :mad: They charged my credit card so I know the application went through so why is there no record? I type in my horse's name and it says "no record exists." :sigh: Now I will have to mail off my entry and pay the stupid $20 fee for "incomplete entry" - this is absolute b.s. I did what I had to do, the rest is up to the USDF.

[Ponylady27]

I had this issue with them as well. I just enclosed a copy of the email receipt in my entry with an explanatory note and discussed it with the show secretary when I got to the show and everything was fine. I think it took them several months to get it to me.

Good luck!

[Hampton Bay]

I had a similar issue a couple years ago, and when I finally got my card, they had spelled my mare's name wrong.

I would second the suggestion to include a printed copy of your email conformation. That's really about all you can do.

[ideayoda]

You write 'pending' in the spaces.

[NorCalDressage]

I swear! They are the SLOWEST at getting new cards/horse certificates out. They charge your credit card right away, but then take 4-6 weeks for your friggin card to arrive.

It can't be that complicated can it!

[tempichange]

Sorry, but the attitude presented by the OP really drives me nuts.

If you really want to gripe, gripe to the upper management, who believes in adding a new art wing versus more or bettered paid staff. Otherwise, don't gripe at the overwhelmed, underpaid, under-staffed staff.

When I used to work there, there were only two, maybe three people handling the cards in membership. That's three people handling an entire nation's requests and issues for eight hours a day, five days a week. They were also responsible (prior to USDF eliminating it) for GMO membership processing as well. I'm sure due to the economic times, those numbers have changed. There have been cuts.

You also chose the worst time to process your cards.

This is peak season for the USDF. In addition to a lot of results being processed, HID/Cards being processed, and it's overwhelming for the short staff.

So it isn't really like they're highly paid executives, who leisurely stroll out to the vendors pavilion at Rolex, spend a wad of cash on Der Daus, and come back to their cush offices and sip lattes.

All you really need to do, is write being processed, attach a copy of the receipt (black out CC info), and life should be alright.

[Harryson]

Tempichange - I believe you, although the real problem is lack of communication. I realize that they are probably swamped...but lack of follow through with emails or phone calls, even an automatic standard email, is frustrating to say the least.

At least that is what I got out of the OP's post.

[Bogey2]

I got the following a couple of weeks ago...this may be your problem as well?
Hi xxxx, USDF needs a favor from you regarding Life Horse xxxxx. USDF has recently updated software and during that transition period, the horse breed registry papers scanned on record through KWPN NA did not transfer in readable format. If you could locate a copy of your horse’s papers and forward that to me via email or via fax, that would be wonderful. I can then re-scan the copy for year end award potentials with KWPN NA. I hope to hear back from you soon. Thank you so much for your promptness and cooperation in this matter!

Sincerely,

Ms. Alicia Odom
United States Dressage Federation
@ The Kentucky Horse Park
Home of the Alltech FEI World Equestrian Games in 2010
4051 Iron Works Parkway
Lexington, KY 40511
(859) 971-2277; Fax (859) 971-7722
Direct Line: (859) 271-7880 (8:30am-5:00pm EST)
Email: aodom@usdf.org
Web site: www.usdf.org

[Bogey2]

tempichange, the USDF also spends a lot of $$$ in the tech area. It's time they got their money's worth and used/managed the technology properly.

[tempichange]

tempichange, the USDF also spends a lot of $$$ in the tech area. It's time they got their money's worth and used/managed the technology properly.

I agree with you, and coming from a company where we do "extreme" customer service, I want it to be that way with both organizations.

However, what use is technology, or customer service for that matter, if you don't have qualified people to run it? As I already said that area is underfunded and understaffed, and with high turnover. Qualified people take $$ to acquire and keep.

My suggestion is, if you want improvements from an organization whose income is directly tied to your support, then demand better service for your membership dollars. Next time they add a wing, or a fancy bronze sculpture over their employees, then raise heck.

[GreekDressageQueen]

Yes, a Ms, Alicia Odom sent me an Automatic Out of Office Reply because she was not in the office and never "got back" to me more than a week later. I called the number listed in the email - twice - and both times got the message "sorry, that representative is not available."

I understand your frustration tempichange, but your attitude also drives me nuts. :) I was frustrated and wanted to vent to people who have felt my pain - I get to do that. Ponylady and ideayoda's responses helped me and I was able to mail off my entry properly. (THANK YOU) The show secretary emailed me today to say that sending the email confirmation would be okay, but at the time I wrote the message I didn't know what to do.

Oh and the USEF had no problems processing my temp cards for both me and my horse within 24 hours - just USDF. So, obviously USDF has a problem and no I am not just focused on those "poor overworked, underpaid staff" - I am focused on the whole process. However, I agree with you that adding a new art wing or bronze sculpture is a general waste of money when those dollars could help support staff.

[FriesianX]

However, I agree with you that adding a new art wing or bronze sculpture is a general waste of money when those dollars could help support staff.

Now the accountant in me has to point out - much of the money used for "scupltures and wings" is "one time" money, in some cases, designated specifically for facilities or for commeratives. You can't use one time money to pay for employees - it is not ongoing funds. And you can't use designated (or restricted) funds for operating costs.

In general, non-profit organizations employees are NOT paid well, I don't think USDF has a corner on that market :no: And if they do want to hire more staff and pay a higher wage, you all know what that mean? Higher dues for us:eek:

Having said that - I agree, they should have responded to you - in fact, the "auto email" that acknowledges receipt of your funds should state that it is also a temporary card until you recieve your card and number in X weeks. How hard would it be for those tech staff to program in something like that? Not hard at all!

[rothmpp]

Did you mail or fax your registration in to USDF? I'm certain that last year, when you completed your transaction online, written on the bottom of the transaction was specifically to retain this reciept as it was your temporary membership/registration until you receive your cards. I haven't renewed my memberships yet this year, but with the removal of affidavits as an option at a show, I can't beleive they don't say the same thing this year.

And I have to agree with FresianX, and add that often those funds were specifically designated donations.

[ise@ssl]

I fax all of my registrations and I do pay the $30,00 rush fee. We've had so many problems with them no entering complete or correct information even though we fill everything in and send a copy of registration papers.

The last one we did for a pony - they kept telling me the original registration certificate was mailed on the 5th - when it finally arrived 2 weeks later - it was postmarked the 15th!! I kept the envelope. They also told me they tried to fax me and my fax wasn't working - that wasn't true - we had other faxes on the same days. And they tried to call me on the business phone and there was no answer - another false statement - plus the fact that the message on that line states if it's urgent my cell phone number is provided. When they finally emailed me a copy of the Registration - it was so tiny we had to print it off and keep enlarge it on the scanner - almost impossible to read the #'s.

It's a terrible system and I'm on record for stating we must go to ONE NUMBER FOR EACH HORSE AND PONY FOR LIFE FOR ALL DISCIPLINES.

[Bogey2]

oh yeah, and I tried to fax my horses papers because I don't have a scanner. Their fax would not pick up so I e-mailed that I would send a copy snail mail. They e-mailed back that the fax worked fine. whatever!

[Coreene]

FriesianX, they already jacked the dues up, and for what? JMHO, but it's always been an organization that doesn't put a professional face forward. The website is second rate, the magazine it totally dated looking, etc etc. Opportunities for recruiting potential members are ignored or met with an attitude of the effort being far too much trouble. It's like it's always just enough to squeak by, but not one iota more, and with a huge sense of entitlement. Does that mean all staff there are like that? Certainly not. But the organization as a whole stopped bringing its A Game long ago. And the nonprofit excuse gets really old real fast, since it is also a business. Time to step up and treat it as such.