City not answering the phone

I've decided I will make the midweek trip to the stadium as and when I need my tickets.

Physically printed off and put into my hand.

Sad state of affairs, using my own petrol for something I have already paid for, but will guarantee the outcome I want and not be reliant on a system which I mistrust.

Obviously not possible for those who live farther away.
 
tolmie's hairdoo said:
I've decided I will make the midweek trip to the stadium as and when I need my tickets.

Physically printed off and put into my hand.

Sad state of affairs, using my own petrol for something I have already paid for, but will guarantee the outcome I want and not be reliant on a system which I mistrust.

Obviously not possible for those who live farther away.
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like me. i live in that there london. hmm, always looking for a good excuse to visit home so maybe...
 
pressed the number for hospitality today, no surprise they answered within seconds for those paying hospitality prices!
The guy said he couldn’t help me and all he could do was put me in the supporter services queue, he said he must get about 10 calls a day complaining about the same thing. He also suggested emailing them which I tried about 3/4 weeks ago with no reply. Shite!
 
jrb said:
Give me 5 minutes and I’ll get back to you. I’ll ask them on ‘LIVE CHAT’.

I doubt very much City have heard of Live chat. Or could implement it properly. City Live Chat. On hold.
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I am pretty sure that Wix websites can't host live chat. If you google Wix websites you will see that no major companies use them in this country and they are regarded as a joke. Most of City's problems stem from not having a proper CRM (Customer Relationship Management system) The website is just a series of sections bolted together. A lot of the drop-down links from the top of the homepage don't actually work on all devices.
It is a total shit-show. It is not really the fault of any of the staff at City. The website is not designed for the job required. Wix sites are great for small businesses and charities because they are essentially self-building sites. Amazon would not use them or even a small local authority or a utility company. Nothing is joined up at City.
 
bobbyowenquiff said:
I am pretty sure that Wix websites can't host live chat. If you google Wix websites you will see that no major companies use them in this country and they are regarded as a joke. Most of City's problems stem from not having a proper CRM (Customer Relationship Management system) The website is just a series of sections bolted together. A lot of the drop-down links from the top of the homepage don't actually work on all devices.
It is a total shit-show. It is not really the fault of any of the staff at City. The website is not designed for the job required. Wix sites are great for small businesses and charities because they are essentially self-building sites. Amazon would not use them or even a small local authority or a utility company. Nothing is joined up at City.
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You can chat on Wix, Mrs Moon has a Wix site for her small company.

Wix is a S/E type host and for a multi-national club like us to use it beggers belief.

With respect just look at these 'giants' https://www.starterstory.com/tools/wix-com/companies-using
 
blue b4 the moon said:
You can chat on Wix, Mrs Moon has a Wix site for her small company.

Wix is a S/E type host and for a multi-national club like us to use it beggers belief.

With respect just look at these 'giants' https://www.starterstory.com/tools/wix-com/companies-using
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It all started to go wrong in 2016! These articles are funny to read with hindsight. What is striking is there are many references to improving digital engagement with our fans but virtually nothing about the most crucial engagement of all, making it easier for fans to buy tickets or merchandise? Surely the other key purpose of our website should be providing essential information for fans. It is also interesting to see how amateurish our in-house promotion article is. It was doomed from the start. If the website and other digital channels were doing their job the volume of phone calls would be easier to manage.

www.campaignlive.co.uk

Manchester City FC signs up Wix.com as latest sponsor

Web development service Wix.com has become official website design and hosting partner for Manchester City.
www.campaignlive.co.uk www.campaignlive.co.uk

www.mancity.com

Introducing the new City website

After months of research, planning and development we are delighted to announce the launch of our new website, mancity.com, showcasing ambitious new features that underline the Club’s commitment to innovation, fan engagement and participation.
www.mancity.com www.mancity.com
 
tolmie's hairdoo said:
I've decided I will make the midweek trip to the stadium as and when I need my tickets.

Physically printed off and put into my hand.

Sad state of affairs, using my own petrol for something I have already paid for, but will guarantee the outcome I want and not be reliant on a system which I mistrust.

Obviously not possible for those who live farther away.
Click to expand...
I’m puzzled by this, the new system has worked well for everyone I know, bear in mind I’m one of the older brigade!
 
jrb said:
Yorkie!

Did you win the Euro Millions as well? ;-)
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I’m nervous about mentioning it but Supporters Services resolved switching season cards to another Supporters Number for a Branch Member today. All sorted by email too. It did take a good few days tbf

I’m not sure if we get more help as part of the Official Supporters Club or not and I know plenty of Blues are still struggling to get ticket issues resolved.
 
Tim of the Oak said:
I’m nervous about mentioning it but Supporters Services resolved switching season cards to another Supporters Number for a Branch Member today. All sorted by email too. It did take a good few days tbf

I’m not sure if we get more help as part of the Official Supporters Club or not and I know plenty of Blues are still struggling to get ticket issues resolved.
Click to expand...

Let's hope this thread and the other ticket and supporter services threads have started to focus minds at City? We'll know in the coming weeks and months. We all know City officials, including the Directors, read BM in part. Especially the threads that feedback their remit and job at City.
 
jrb said:
Let's hope this thread and the other ticket and supporter services threads have started to focus minds at City? We'll know in the coming weeks and months. We all know City officials, including the Directors, read BM in part. Especially the threads that feedback their remit and job at City.
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Should they even need to read threads such as this one?

Surely they should know that the phone lines to supporter services are constantly jammed, their staff are struggling with the new systems and communication with supporters is almost non-existent. If the operations management of the club isn't aware that ticketing is in meltdown and they haven't implemented a crisis management plan then they should be sacked and replaced with competent people.

Judging by the fact that this shambles has been ongoing for many weeks with signs that it is getting worse as games arrive thick and fast then I suspect management has done precisely fuck all.
 
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Invisible Man's Bandage said:
Should they even need to read threads such as this one?

Surely they should know that the phone lines to supporter services are constantly jammed, their staff are struggling with the new systems and communication with supporters is almost non-existent. If the operations management of the club isn't aware that ticketing is in meltdown and they haven't implemented a crisis management plan then they should be sacked and replaced with competent people.

Judging by the fact that this shambles has been ongoing for many weeks with signs that it is getting worse as games arrive thick and fast then I suspect management has done precisely fuck all.
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I've said it before....never has there been a better case for an Undercover Boss episode.
 
blue b4 the moon said:
I've said it before....never has there been a better case for an Undercover Boss episode.
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Assuming that Khaldoon won’t be getting out of bed to do that then it would have to be Danny Wilson. He has had a big promotion and his title is Director of Sales, Service & Operations. As there is only a handful of staff left in supporter services as it has mostly been outsourced to the Midlands call centre it would be pretty pointless as they all know him.

Danny has been highly regarded by supporters over the years for his help when they have had issues but you have to say that all the things going badly wrong are in his remit.
 
Invisible Man's Bandage said:
Assuming that Khaldoon won’t be getting out of bed to do that then it would have to be Danny Wilson. He has had a big promotion and his title is Director of Sales, Service & Operations. As there is only a handful of staff left in supporter services as it has mostly been outsourced to the Midlands call centre it would be pretty pointless as they all know him.

Danny has been highly regarded by supporters over the years for his help when they have had issues but you have to say that all the things going badly wrong are in his remit.
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It'll never happen but it's always the big boss who comes out....Ticket Office, Tunnel Club, SS1/3 bar staff & kitbag or wherever our stuff comes from these days. It'd make a brilliant 60 mins from watching others the 'staff' & processes they look at are sometimes contracted out to the companies.
 
blue b4 the moon said:
It'll never happen but it's always the big boss who comes out....Ticket Office, Tunnel Club, SS1/3 bar staff & kitbag or wherever our stuff comes from these days. It'd make a brilliant 60 mins from watching others the 'staff' & processes they look at are sometimes contracted out to the companies.
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Sheikh Mansour dishing out huge bonuses to crying bar staff and the people handling the Twitter account would be an interesting watch.
 
blueyorkie said:
I’m puzzled by this, the new system has worked well for everyone I know, bear in mind I’m one of the older brigade!
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Is this a Clarkie?

There are literally hundreds of pages of posts concerning the inability to get through to the club on a daily basis, coupled with people not getting tickets.

Even last weekend for Soccer Aid, there were hundreds not able to get in until half time.
 
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