City not answering the phone

Tim of the Oak said:
Lighten up a bit mate. I’ve been going to watch City since I was 5 and this is our greatest era. Yes customer services is piss poor but it’s still great so see City win 5 nil in consecutive games. I couldn’t care less if the CFG value me.

Also, I refer to us as City but there’s people been calling us Man City for decades. After all, “we fight to the end” and “with an M, an Aan N” in case you don’t believe me.

Of course people who defer are entitled to their opinion like I’m entitled to respond to them. I made that point clear so I’m not sure why you are confused about it.

Some of us can criticise failings and also recognise positives including:
-City providing a customer service team at Wembley to help fans.
- free flights to Porto for the Champs League final.
- the installation of rail seats
- thenpurchase of Jack Grealish and countless top quality players over the years.
- inviting members of supporters clubs to the CFA before the Norwich game to thank them for their efforts during the pandemic.
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Much of that is true. Only somebody arguing otherwise would be fishing and looking for an argument with you.

So why after over a decade, and billions spent on the team, infastructure, recruitment on and off the pitch, including some of the best, brightest and most talented brains in (football) business, can't Manchester City Football Club operate a proper and efficient ticket office and supporter services?

If the people running the club had thrown as much money, time and effort at the ticket office and supporter services, as they have done at the corporate side of the club, we'd have the best and most efficient ticket office and suppoter services in football.
 
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jrb said:
Much of that is true. Only somebody arguing otherwise would be fishing and looking for an argument with you.

So why after over a decade, and billions spent on the team, infastructure, recruitment on, and 'off' the pitch, including some of the best, brightest and most talented brains in (football) business, can't Manchester City Football club operate a proper and efficient ticket office and supporter services?

If the people running the club had thrown as much money, time and effort at the ticket office and supporter services, as they have done at the corporate side of the club, we'd have the best and most efficient ticket office and suppoter services in football.
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I agree JRB.
 
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Tim of the Oak said:
Lighten up a bit mate. I’ve been going to watch City since I was 5 and this is our greatest era. Yes customer services is piss poor but it’s still great so see City win 5 nil in consecutive games. I couldn’t care less if the CFG value me.

Also, I refer to us as City but there’s people been calling us Man City for decades. After all, “we fight to the end” and “with an M, an Aan N” in case you don’t believe me.

Of course people who defer are entitled to their opinion like I’m entitled to respond to them. I made that point clear so I’m not sure why you are confused about it.

Some of us can criticise failings and also recognise positives including:
-City providing a customer service team at Wembley to help fans.
- free flights to Porto for the Champs League final.
- the installation of rail seats
- thenpurchase of Jack Grealish and countless top quality players over the years.
- inviting members of supporters clubs to the CFA before the Norwich game to thank them for their efforts during the pandemic.
Click to expand...
Well said. Nothing wrong with some balance and context. There is no doubt that our customer services/ ticketing is a major problem. Personally I think most of our issues stem from the website we installed a few years back. If we had a fantastic website then the pressure on the phones would be much reduced. It's an important area but lots of other things at City are world-class. The Academy, our community work, the women's team, the investment in our city, etc etc. Criticism is fine but there needs to be more balance.
 
bobbyowenquiff said:
Well said. Nothing wrong with some balance and context. There is no doubt that our customer services/ ticketing is a major problem. Personally I think most of our issues stem from the website we installed a few years back. If we had a fantastic website then the pressure on the phones would be much reduced. It's an important area but lots of other things at City are world-class. The Academy, our community work, the women's team, the investment in our city, etc etc. Criticism is fine but there needs to be more balance.
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As I keep saying... it's the very basics of getting bums on seats efficiently that they're getting wrong.
The simple fact that this mess was allowed to happen demonstrates a lack of customer focus.
That's what I'm trying to get across, that's what needs sorting, preferably by someone at the top of the shop.
 
Lavinda Past said:
As I keep saying... it's the very basics of getting bums on seats efficiently that they're getting wrong.
The simple fact that this mess was allowed to happen demonstrates a lack of customer focus.
That's what I'm trying to get across, that's what needs sorting, preferably by someone at the top of the shop.
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I don't disagree. It's not rocket science. I don't know anyone in that area of the club but, looking from outside,it feels like City have a structural problem in the whole comms/customer service area. For example we seem slow to react to situations. Just sending a simple message saying: "We are sorry for the chaos and trying to fix it etc etc" would help. I get the impression that the decision-making process at City is very cumbersome, perhaps because everything has to be signed off by someone at the top and there is not much delegation. I think the same is true on the media comms side as well. We don't seem to be very proactive in these areas.
 
So basically it seems the answer is to email city stating your interested in tunnel club membership and low and behold they will find a member of staff to call you straight back and that's when you tell them if they can sort out...... Insert your issue as appropriate.... You will consider their overpriced offer
 
Had no reason to have to ring the club for about 2 years so I'm likely in the majority with no issues. For the grace of God etc.

That being said there's too many problems on here and worryingly there seems to be no accountability or action to sort the system out from within.
 
Anyone else having problems paying for tickets this morning with bank cards. I've selected a couple of Wycombe tickets, but when it comes to paying, non of my cards are being accepted. I keep getting error page.
1631177801062.png
Spent 20 minutes hanging on the phone to City, I'm really giving up on this on line system.
 
Thebigbluehouse said:
Anyone else having problems paying for tickets this morning with bank cards. I've selected a couple of Wycombe tickets, but when it comes to paying, non of my cards are being accepted. I keep getting error page.
View attachment 26001
Spent 20 minutes hanging on the phone to City, I'm really giving up on this on line system.
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Had this for the Arsenal game. Tried a different card and it worked. Absolute fucking joke.
 
Has anyone actually got through on the phone to the ticket office recently? I have had the phone ringing out for up to two hours (on speakerphone) while I got on with things but not a hint if a reply.

I wonder if the phone is ‘off the hook’?
 
JGL07 said:
Has anyone actually got through on the phone to the ticket office recently? I have had the phone ringing out for up to two hours (on speakerphone) while I got on with things but not a hint if a reply.

I wonder if the phone is ‘off the hook’?
Click to expand...

Rang the TO this morning as I'd still not a clue where they'd moved me to from EL3. It took 30 mins for the call to be answered. TBF the young lady who answered was very helpful and understanding.
As I expected they'd plonked me at the front of EL1, which is absolutely no use to me whatsoever. I got it changed to the back of SS2 which I'm OK with. I think the root of the problem with the TO phones may be that it took her getting on for 10 minutes just to swap my seat. She said its a new system and really fiddly.
Perhaps its taking so long for TO staff to sort out what should be simple issues that they are being swamped by phone calls.

She also said that there have been 'system issues' with Leipzig tickets, so Heaven knows whats likely to happen next Weds. This move to digital ticketing seems to get worse.
 
JGL07 said:
Has anyone actually got through on the phone to the ticket office recently? I have had the phone ringing out for up to two hours (on speakerphone) while I got on with things but not a hint if a reply.

I wonder if the phone is ‘off the hook’?
Click to expand...
Go through twice in may, first time 2.5 hrs and seconds time 2 hrs, was for the same thing and was just told to call back the first time.

At least there was a queue number then and 25 people = 1 hr wait roughly. Now there doesn't even appear to be that.

They have stripped back on all staff as they though automation would save money and time, but is has been so poorly implemented it has caused far more demand on supporter services which only exists and a skeleton now.

If they wanted automation they should have done it properly, if you buy one off tickets you should get the option of mobile or print at home on the site, not need to call. Same if you are moved seats, there should be a window to book or be allocated new seats before they go on sale. Also they botched up transferring tickets for people on the cup scheme.

They have forced people to contact them as systems are rubbish, and it is all avoidable. I wonder who is getting waiting time and abandoned call data to look into it?......AS IF!
 
Thebigbluehouse said:
Anyone else having problems paying for tickets this morning with bank cards. I've selected a couple of Wycombe tickets, but when it comes to paying, non of my cards are being accepted. I keep getting error page.
View attachment 26001
Spent 20 minutes hanging on the phone to City, I'm really giving up on this on line system.
Click to expand...

I get this frequently and still don't know what the issue is. Someone on here suggested clearing cookies, which I did but it makes no difference.

I was trying to pay for my Leicester away ticket a few weeks ago and nearly gave up but then it just worked after about the 20th attempt. I was on hold on the phone for nearly 2 hours and just got cut off so have totally given up trying to ring anyone.
 
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