Zero Latency VR — Attraction in Brisbane City

Disappointing Experience with Customer Service

I recently had an interaction with Aaron from Zero Latency that left me feeling extremely dissatisfied and unhelped as a customer. From the outset, the tone of the communication was defensive, placing the blame squarely on me for not observing the age requirements when making my booking. While I understand the importance of adhering to terms and conditions, the lack of empathy and willingness to find a mutually agreeable solution was disheartening.

Aaron emphasised that Zero Latency's obligation ends with making the information available, which, while technically correct, overlooks the need for customer-centric service. Instead of acknowledging the possibility that the information might not have been as clear or accessible as it could be, the response seemed more intent on proving that Zero Latency had done its part.

The fact that my booking was made early in the morning, before Zero Latency's phone lines and office hours were open, was mentioned as a mitigating factor, yet no consideration was given to the inconvenience this caused. This was a missed opportunity for Zero Latency to show flexibility and understanding.

Furthermore, the explanation that the experiences are designed for adults, with children allowed to participate under specific conditions, felt like an afterthought. Offering a credit, while a gesture of goodwill, came across as a way to avoid providing a full refund, which would have been a more appropriate response given the circumstances.

In summary, the interaction left me feeling undervalued and frustrated. The rigid stance and lack of empathy in handling my situation have deterred me from wanting to engage with Zero Latency in the future. As a customer, I expected better service and a more accommodating approach to resolving issues.

DO...

Regarding Zero Latency in Brisbane, I called them to ask a question regarding my disability and I found them to be hugely ableist and discriminatory.

I called up to ask about their accessibility as I use a wheelchair. In VR, you can see the people but not the wheelchair so they dont allow them in the game space which let's face it, if you see the game character in VR is moving around but sitting, you know they're in a wheelchair.

So anyway, they offered me 2 potential ways around this. 1. I pay for all of the time slots in one game, which for one player costs $59, so for me to play, it would cost $472 ( all 8 slots ), or the 2nd alternative would be to come in an hour before they open, and they would arrange for a staff person to open early, and that way, I would only need to pay for the 1 ticket for myself, but I would also have to pay for 1 hour of their staff's wages.

Both options, to me, as a disabled person are not only costly, but extremely unfair. Why should I (who stays at home every day because anything I try to do ends in being discriminated against due to my disability and the need for a wheelchair) have to pay more and be even further disadvantaged when I already life a disadvantaged life, relying on a disability pension, which leaves me with no money to spend on anything anyway, but I got some birthday cash, and it is my partner and I's 5th anniversary on Sunday.

So, if you or someone you know have mobility aids of any kind, ( the guy I spoke with said its the same for someone with crutches as it is a wheelchair ) don't even bother calling Zero Latency, as their policies are ableist and hugely discriminatory.

Is it any wonder why the staff person I spoke with over the phone told me that nobody has ever agreed to...

I was really really anxious going into the experience, as I've had terrible times with lazer tag and paintball before, and I thought this would be just the same but with motion sickness. I couldn't be more wrong! Our game master, Aaron, very quickly put me at ease, despite some of our group being late he got us through the safety setup, game explanation and into the game smoothly and quickly! I felt he was very attentive and an excellent guide as we worked to defeat the Evil AI, and as a result we all had a brilliant time! The game was challenging without being Dark Souls, the art style was very TRON which was engaging, and the technology worked well (at least for me), which was very satisfying.

Other nice things to note- there were a few carparks, which is always a plus in Newstead, and cold drinks available to buy after we finished running around like loons. The lockers were also very useful.

10/10 would totally go again and highly recommend to all my friends as something different and fun to do in Brisbane!

I honestly had so much fun I forgot to take...