Seasoncard - 2021/22

[Vic]

Well, after "can't be processed" the cc payment went through second time round, but only after displaying a payment page that said:

Click "Add" to go to the payment window. Please note if you click New, this will take payment and store the card details for future use regardless of whether you tick the box or not

But there was no Add or New to click

 

[East Level 2]

As supporter services is clearly under incredible pressure and people phoning are holding on for hours before being cut off or fobbed off you have to wonder whose bright idea it was to make supporters wanting to defer phone them?

Why is there not just a tick box for Defer?

Or is there some technological barrier to doing this?

The technological barrier is that our website is run and administered by a gaggle of deranged gerbils.

 

[MCFCTrick]

Sorry if it has been addressed already, but just haven't the time to trawl through all the posts today. Deferring ... I get no further than 'not sure, keep my seat for later' on the site. Assume to defer, I need to call?

 

[BillCarlisle]

I'm going to request an alternative card even though I've no issue with E-tickets from other organizations. I just don't trust City to deliver this system effectively, at least not in the early stages of the coming season. I can see it being a right shambles. Our Ticket Office & Technology quite often don't mix.

 

[cityzen81]

Sorry if it has been addressed already, but just haven't the time to trawl through all the posts today. Deferring ... I get no further than 'not sure, keep my seat for later' on the site. Assume to defer, I need to call?

Yes you need to call to defer

 

[Gio's mate]

I'm going to request an alternative card even though I've no issue with E-tickets from other organizations. I just don't trust City to deliver this system effectively, at least not in the early stages of the coming season. I can see it being a right shambles. Our Ticket Office & Technology quite often don't mix.

In the interest of safety, please arrive at the stadium 72 hours before kickoff as there may be delays.

Can't wait for this, especially when it's pissing down every week.

 

[blueste41]

Exactly the point some of my CM colleagues have made. It might not affect anyone so either don't mention it unless there is a problem or say something like "Please note that any renewal, whether deferred or not, will always be subject to that seat being available during the season. A seat not being available may occur because of work done within the stadium that would lead to that seat, and those close to it, being removed".

Sorry to keep coming back to you on this. I just deferred mine and my wife's season ticket. "Mike" who processed the deferrals told me that the reason my seat might not be available next season is because it may be sold as a season ticket to someone else this season! Who could I approach at the club to find the correct answer to this and strongly suggest that a consistent message is given from all levels/departments within the club?

 

[birchvillablue]

Whats the point of having the option on the website to defer, if you also have to call?

 

[cityzen81]

Whats the point of having the option on the website to defer, if you also have to call?

There is no option to defer online. The "Not sure, keep my seat for now" option is if you are not renewing for a specific person in your friends and family list.

 

[MCFCTrick]

Yes you need to call to defer

Oh bugger. Cheers!

 

[CatMan]

Whats the point of having the option on the website to defer, if you also have to call?

To confuse people into thinking they have deferred to then start taking payments on Direct Debit later. Frankly our online ticketing facilities have gone backwards. I've tried ringing to defer for 3 days now and have got as high as 80 in the queue. Today I don't even get a number just a message that Value Gold may sell out while I'm waiting. You really couldn't make it up.

 

[Citizen of Legoland]

There is no option to defer online. The "Not sure, keep my seat for now" option is if you are not renewing for a specific person in your friends and family list.

I'm sure they thought it was clear when they set it up, but boy will there be loads caught out by that, because it certainly looks like that's a deferment or at least will trigger a later request for confirmation from the club.

 

[artfuldodger]

So my issue is my lad is now going to University in September. Can we definitely not take anyone else on his ticket during Covid times or do I have to either
1) Pay and have an empty seat, I don’t want him to cancel his season ticket since he has had since 8.
2) Cancel and lose his seat and both have to relocate and join the queue for him to get a season ticket after his Uni has finished

Same boat. My lad works 12 hour shifts, 4 days on, 4 days off and ends up missing many games. He’s 20 and has had a season ticket since a child. Previously someone else from the family has used his ticket.

 

[Vic]

Sorry to keep coming back to you on this. I just deferred mine and my wife's season ticket. "Mike" who processed the deferrals told me that the reason my seat might not be available next season is because it may be sold as a season ticket to someone else this season! Who could I approach at the club to find the correct answer to this and strongly suggest that a consistent message is given from all levels/departments within the club?

I suppose it could be offered as a Value season ticket but then it would still be yours next season. More training opportunities at the ticket office...

 

[RegMuffin]

I'm sure they thought it was clear when they set it up, but boy will there be loads caught out by that, because it certainly looks like that's a deferment or at least will trigger a later request for confirmation from the club.

Let's be honest, they've hardly gone out of their way to make a deferment easy. Quite the opposite and certainly no clarity from the club over seat retention which for many is a deal breaker.

 

[cleavers]

Let's be honest, they've hardly gone out of their way to make a deferment easy.

Thay haven't gone out of their way to make renewing easy either, I've got through the process numerous times, only to find I can't complete it on the final page because the "next" button doesn't work.

 

[moomba]

Tried to call, been in a queue 5 times, been told I'm first in the queue and after waiting around 15 minutes I get Hugh Ferris (I think) saying "goodbye" before hanging up.

Quality system they've got going there.

 

[Corky]

I suppose it could be offered as a Value season ticket but then it would still be yours next season. More training opportunities at the ticket office...

The Value Gold ST holders are offered the seat at full price for the following season normally, I doubt there is much take up.

 

[Prestwich_Blue]

Sorry to keep coming back to you on this. I just deferred mine and my wife's season ticket. "Mike" who processed the deferrals told me that the reason my seat might not be available next season is because it may be sold as a season ticket to someone else this season! Who could I approach at the club to find the correct answer to this and strongly suggest that a consistent message is given from all levels/departments within the club?

That's not what we've been told. It's fucking ridiculous that they can't get their act together. It's completely amateurish.

 

[Prestwich_Blue]

I'm sure they thought it was clear when they set it up, but boy will there be loads caught out by that, because it certainly looks like that's a deferment or at least will trigger a later request for confirmation from the club.

It looks clear to them because they understand what they're trying to do. The problem is they don't realise that us fans, seeing this stuff without the benefit of having worked on it for weeks, don't understand.

That's why you need to be absolutely clear what people need to do, what the user journey will look like and, if necessary (which I think it is in this case) get a representative sample of people with different requirements to test it.