Interactive Customer Evaluation

Comment Regarding Food Vendors:

Several recent ICE comments have identified problems with food vendors closing earlier than their advertised closing time.

Response:

Thank you for voicing your concerns about customer service and hours of operation at our food vendors. There have been several recent complaints about them closing earlier than advertised, delivering poor customer service, and other issues. We apologize for any inconvenience this may have caused you.

We are working with the NEX to ensure that food vendors are meeting expectations for customer service. As part of the solution, the NEX has scheduled refresher customer service training with its vendor partners. Thank you again for your feedback.

For future concerns or suggestions, please contact the NEX Manager, Teresa Goley at Teresa.Goley@nexweb.org or DSN 624-4278 / COMM 095-56-4278.

Comment Regarding MWR Trips:

I have taken two MWR trips and both have been disappointing. For the most recent Vulcano trip, the fees were not cheap ($110/per person). The bus was over half an hour late picking me up and the driver did not understand his route. When we finally arrived at NAS I to pick up the last group, the guides decided to push back the time of the hydrofoil tickets by an hour and ten minutes so that they could have coffee beforehand at the port. For all of the money we pay for these trips and the time we are requested to be ready for departure, MWR should at least be organized. The first trip I went on also had issues with timeliness. This is not acceptable, and this will be the last trip I waste my time and money on.

Response:

Thank you for taking the time to provide your feedback. Please accept our apologies for the negative experiences you had on recent MWR trips. After conducting a review, MWR determined that the contracted bus company gave inaccurate details to the driver regarding pick up times and the order of pick up locations, which is what caused the initial delay. Because of this, the guides realized that the group would not make the original ferry departure time and worked to reserve spots for the next ferry, creating a longer than anticipated waiting period.

We sincerely hope to earn back your trust. MWR is committed to improving communication with its contracted transportation vendors so that these experiences do not happen in the future. Again, thank you for providing your valuable feedback so that we can improve our services. For any future comments, please feel free to reach out to the MWR Director, Courtney Silvestre, at DSN 624-0503 / COMM 095-56-0503 or courtney.silvestre@eu.navy.mil.

Comment Regarding Commissary:

For the past couple of weeks, I have been trying to use my issued WIC checks for baby formula, but I’ve been having trouble doing so since the formula my baby needs is never in stock. I spoke with employees on two separate occasions who informed me that the shipment was coming soon, only to come back when it was supposed to arrive and be told that it wasn’t in the shipment. I was then told that I should check back in two weeks and maybe the formula will be there. In total, the commissary has been out of this specific formula for almost a full month, which makes things very difficult since my baby can only take this certain type.

I’d like to know what can be done to ensure that important items like baby formula as being adequately stocked. Being overseas, I have limited access to find this specific formula elsewhere.

Response:

Thank you for taking the time to voice your concerns about this issue. When it comes to meeting basic nutritional needs, we want to make sure we are stocking the right items and the right quantities on the shelves, especially when items aren’t as common in the local economy. We will continue to look for ways to improve our ordering logistics to minimize any product shortages, especially for critical items like formula.

Since becoming aware of your concern, commissary management reached out to you and resolved the issue. However, we want everyone to know that special ordering for any items we normally stock is always an option. You should allow a minimum of one week to receive your shipment from Germany. With some exceptions, special ordering generally requires the purchase of a case of a product. The quantity in the case varies depending on the product. Please contact the manager on duty to start the process.

Again, thank you for bringing this important issue to our attention. For any future questions or concerns, please feel free to reach out to the commissary manager, Edwin Rodriguez, at DSN 624-4385 / COMM 095-56-4385.

Comment Regarding Fitness Center:

One of the best things about NAS I is the gym at Midtown. They are open early so I can get a workout in before work, and I love the staff that works there. What has been disappointing is that the female locker room has had no hot water in the shower and no working toilets for over 30 days. The staff has been great in letting me know it’s going to be fixed but they have no timeline as to when this will happen. In the Navy, it is our job to be in the best physical shape at all times and to be presentable at work. Having a frigid cold shower after a workout is discouraging as well as having no working restrooms. For the past two years I have seen this be a reoccurring problem. When will these facility issues be resolved?

Response:

Thank you for your comment and we sincerely apologize for the inconvenience. The toilets in the women’s locker room have been prone to clogging and as a result, the sewer line will need to be assessed and unclogged. In the meantime, toilets have been secured until the repairs can be completed. Public Works anticipates awarding a contract soon for that work, and the contractor will assess the sewer line and clear any obstructions. The duration of the project will depend on the extent of the clogged sewer line.

With regard to the showers, we believe that the intermittent hot water is being caused by a solar water heater that was recently installed to conserve energy. We are inspecting the new system and will make any necessary repairs or adjustments to ensure it is functioning properly going forward.

Thanks again for your valuable feedback. We appreciate your continued patience as we work to resolve the problems you identified. For any future questions or concerns, please feel free to reach out to the MWR Fitness Director, Elizabeth Leonard, at DSN 624-0504 / COMM 095-56-0504.

Bravo Zulu!

MWR:

My daughter had her birthday party at the swimming pool on NAS I in August and I wanted to thank the MWR staff that helped. Jessica and Elizabeth both greeted us while we were setting up and offered their assistance. Also, thank you to the lifeguards on duty. Little kid parties can easily get stressful, but everything with my daughter’s birthday party went so smoothly. She had an amazing birthday with her friends. BZ, MWR! Well done!