Open Forum

Hi Jim,

I had similar challenges too.  I took out a new membership and needed to upgrade but trying to get a hold of someone to help me with questions and to do the upgrade was challenging.  They only responded what seemed like every five days and never responded to the phone messages that I left.  After what I felt was almost badgering with emails, someone finally sent me a link to make an appointment.  I have had to use that link twice now to get someone on the phone to talk to me.  Our situation is finally resolved. but it has taken over a month to do so, what the guy fixed in ten minutes on the phone.  

Stef Staley

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Stef Staley
Executive Director
Grand Traverse Lighthouse Museum
Northport MI
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Original Message:
Sent: 02-25-2024 02:37 PM
From: James Hanley
Subject: Contacting AAM and Renewing Membership

Hello Everyone,

I hope you will be able to assist me with something that has been baffling me for two months.  Here is a recap of my experience with AAM.

• In December my membership expired and I went on the AAM website to renew it.  I was unsuccessful and received an error message indicating that I should call 866-226-2150.
• I called the number during the week between Christmas and New Years and was surprised that the AAM offices were entirely closed down.  I guess everyone gets that week off, but that hardly seemed reasonable.  I spent a few years in the 1990s at the Executive Director of the Western Museums Association and although I had only one half-time associate working with me I would have never thought of leaving the office completely unstaffed for a week.  For a professional organization that relies on membership for funding the AAM's decision to do so was very surprising.
• I followed up by writing the membership department an email in which I explained the simply problem I had and asked them to be in touch so I could renew.
• My initial email was followed by four or five more.  I received one response, but when I wrote back to explain my issue again (evidently the person who wrote to me did not bother to read my message), there was no further communication.
• I have since sent the membership department four or five more email messages.  There has been no reply to any of them.  
• I tried to leave another message, but I received a message that the AAM mailbox was full and that I could not leave voicemail.
• I have tried to find a staff directory that includes email addresses and phone extensions.  It does not appear to exist.  I can't imagine that the strain of responding to its members questions has put such a burdensome weight on the entire staff that it has been necessary to build a wall around the organization.  If this is actually true one would think that someone there would have the responsibility of emptying out the voicemail.
• I have tried to renew both through the AAM website, using different webbrowsers, and by using the phone app.  I always receive the same error message.

Have I missed something.  Is the AAM still operating?  Whatever assistance anyone can provide me would be very much appreciated.

Thanks,

Jim Hanley

Original Message:
Sent: 2/25/2024 2:38:00 PM
From: James Hanley
Subject: Contacting AAM and Renewing Membership

Hello Everyone,

I hope you will be able to assist me with something that has been baffling me for two months.  Here is a recap of my experience with AAM.

• In December my membership expired and I went on the AAM website to renew it.  I was unsuccessful and received an error message indicating that I should call 866-226-2150.
• I called the number during the week between Christmas and New Years and was surprised that the AAM offices were entirely closed down.  I guess everyone gets that week off, but that hardly seemed reasonable.  I spent a few years in the 1990s at the Executive Director of the Western Museums Association and although I had only one half-time associate working with me I would have never thought of leaving the office completely unstaffed for a week.  For a professional organization that relies on membership for funding the AAM's decision to do so was very surprising.
• I followed up by writing the membership department an email in which I explained the simply problem I had and asked them to be in touch so I could renew.
• My initial email was followed by four or five more.  I received one response, but when I wrote back to explain my issue again (evidently the person who wrote to me did not bother to read my message), there was no further communication.
• I have since sent the membership department four or five more email messages.  There has been no reply to any of them.  
• I tried to leave another message, but I received a message that the AAM mailbox was full and that I could not leave voicemail.
• I have tried to find a staff directory that includes email addresses and phone extensions.  It does not appear to exist.  I can't imagine that the strain of responding to its members questions has put such a burdensome weight on the entire staff that it has been necessary to build a wall around the organization.  If this is actually true one would think that someone there would have the responsibility of emptying out the voicemail.
• I have tried to renew both through the AAM website, using different webbrowsers, and by using the phone app.  I always receive the same error message.

Have I missed something.  Is the AAM still operating?  Whatever assistance anyone can provide me would be very much appreciated.

Thanks,

Jim Hanley

Hi Jim,

I have had the same problem getting a response from the membership department. I have called multiple times and sent many emails since January and have received no reply. Hopefully this thread will motivate response.

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Catherine Surratt
Chief Operating and Business Officer
The Speed Art Museum
Louisville KY
------------------------------

Original Message:
Sent: 02-25-2024 02:37 PM
From: James Hanley
Subject: Contacting AAM and Renewing Membership

Hello Everyone,

I hope you will be able to assist me with something that has been baffling me for two months.  Here is a recap of my experience with AAM.

• In December my membership expired and I went on the AAM website to renew it.  I was unsuccessful and received an error message indicating that I should call 866-226-2150.
• I called the number during the week between Christmas and New Years and was surprised that the AAM offices were entirely closed down.  I guess everyone gets that week off, but that hardly seemed reasonable.  I spent a few years in the 1990s at the Executive Director of the Western Museums Association and although I had only one half-time associate working with me I would have never thought of leaving the office completely unstaffed for a week.  For a professional organization that relies on membership for funding the AAM's decision to do so was very surprising.
• I followed up by writing the membership department an email in which I explained the simply problem I had and asked them to be in touch so I could renew.
• My initial email was followed by four or five more.  I received one response, but when I wrote back to explain my issue again (evidently the person who wrote to me did not bother to read my message), there was no further communication.
• I have since sent the membership department four or five more email messages.  There has been no reply to any of them.  
• I tried to leave another message, but I received a message that the AAM mailbox was full and that I could not leave voicemail.
• I have tried to find a staff directory that includes email addresses and phone extensions.  It does not appear to exist.  I can't imagine that the strain of responding to its members questions has put such a burdensome weight on the entire staff that it has been necessary to build a wall around the organization.  If this is actually true one would think that someone there would have the responsibility of emptying out the voicemail.
• I have tried to renew both through the AAM website, using different webbrowsers, and by using the phone app.  I always receive the same error message.

Have I missed something.  Is the AAM still operating?  Whatever assistance anyone can provide me would be very much appreciated.

Thanks,

Jim Hanley

Hi Catherine, Vivian, Stef, and Jim,

Thank you for sharing your feedback and I apologize for the inconvenience you've experienced while trying to renew your AAM membership. Our membership department is a team of three and as such, are grateful for your patience as we manage a high volume of inquiries. 

Our offices are closed the week between Christmas and New Years to support staff wellness, and we will do our best to better communicate this in the future.

We will reach out to each of you directly today to address the challenges you're experiencing. We value your continued support, appreciate your patience, and apologize again for any frustration you've experienced. Please be sure to add our email address (membership@aam-us.org) to your safe sender list to ensure our emails are reaching your inbox.

For anyone reading this post who is also experiencing challenges with your membership, please feel free to reach out to me directly at Kherlihy@aam-us.org. To avoid any confusion and to ensure other inquiries are addressed, this post will now be closed.

Best regards,

Kristin

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Kristin DeNovellis
Assistant Director, Membership
American Alliance of Museums
Arlington VA
------------------------------

Original Message:
Sent: 02-25-2024 02:37 PM
From: James Hanley
Subject: Contacting AAM and Renewing Membership

Hello Everyone,

I hope you will be able to assist me with something that has been baffling me for two months.  Here is a recap of my experience with AAM.

• In December my membership expired and I went on the AAM website to renew it.  I was unsuccessful and received an error message indicating that I should call 866-226-2150.
• I called the number during the week between Christmas and New Years and was surprised that the AAM offices were entirely closed down.  I guess everyone gets that week off, but that hardly seemed reasonable.  I spent a few years in the 1990s at the Executive Director of the Western Museums Association and although I had only one half-time associate working with me I would have never thought of leaving the office completely unstaffed for a week.  For a professional organization that relies on membership for funding the AAM's decision to do so was very surprising.
• I followed up by writing the membership department an email in which I explained the simply problem I had and asked them to be in touch so I could renew.
• My initial email was followed by four or five more.  I received one response, but when I wrote back to explain my issue again (evidently the person who wrote to me did not bother to read my message), there was no further communication.
• I have since sent the membership department four or five more email messages.  There has been no reply to any of them.  
• I tried to leave another message, but I received a message that the AAM mailbox was full and that I could not leave voicemail.
• I have tried to find a staff directory that includes email addresses and phone extensions.  It does not appear to exist.  I can't imagine that the strain of responding to its members questions has put such a burdensome weight on the entire staff that it has been necessary to build a wall around the organization.  If this is actually true one would think that someone there would have the responsibility of emptying out the voicemail.
• I have tried to renew both through the AAM website, using different webbrowsers, and by using the phone app.  I always receive the same error message.

Have I missed something.  Is the AAM still operating?  Whatever assistance anyone can provide me would be very much appreciated.

Thanks,

Jim Hanley