You seem to be managing to keep calm about this. I think I would be trying to bang on Khaldoon's door. Feel sorry for your lad and hope the club read your post and make it up to him.
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For any member of the City Matters Committee
- Thread starter Eccles Blue
- Start date
Please let us know the outcome to this.The first review is shocking and is one of many where kids have been let down. The youngsters are our future yet again the club simply doesnt seem to care.
'Absolute joke!!! Placed an order on 5th Aug for my sons 12th birthday on the 20th Aug. Ordered full kids home kit with Grealish on the shirt. Recieved order confirmation and £107 taken from my account. Then..... no more correspondence. I have emailled every possible email and either get no reply or we'll get back to you in 5days! Then they don't. I've rung customers services over a 120 times at different times of the day after 2 mins answer message is...... we are closed or busy!!! I've rang all numbers on contact list left messages where I can but still not one person has been in contact. I have bought 2 kits a year for the last 6 years from City and this is definitely the most appalling service I have ever received. They've taken the money and not provided the goods, my sons birthday was ruined as this was his main present and he was so upset not to get it. I wouldn't of minded it being late but to have absolutely no communication from their customers service is very amateurish for such an affluent club!!!! Still waiting for replies........'
Mad Eyed Screamer
Moderator
He knew where the bodies were buried....Agreed but why did our present execs roll out the red carpet for him?
didsburyblu
Well-Known Member
For clarity it's not my complaint I was quoting the latest review on Trust pilot of a Lad who seemingly has missed out on his shirt for his birthday. I don't know the family concerned.Please let us know the outcome to this.
pendlebury blue
Well-Known Member
If you want a City shirt go on VOVAThe first review is shocking and is one of many where kids have been let down. The youngsters are our future yet again the club simply doesnt seem to care.
'Absolute joke!!! Placed an order on 5th Aug for my sons 12th birthday on the 20th Aug. Ordered full kids home kit with Grealish on the shirt. Recieved order confirmation and £107 taken from my account. Then..... no more correspondence. I have emailled every possible email and either get no reply or we'll get back to you in 5days! Then they don't. I've rung customers services over a 120 times at different times of the day after 2 mins answer message is...... we are closed or busy!!! I've rang all numbers on contact list left messages where I can but still not one person has been in contact. I have bought 2 kits a year for the last 6 years from City and this is definitely the most appalling service I have ever received. They've taken the money and not provided the goods, my sons birthday was ruined as this was his main present and he was so upset not to get it. I wouldn't of minded it being late but to have absolutely no communication from their customers service is very amateurish for such an affluent club!!!! Still waiting for replies........'
£12 including postage takes about 3 weeks. They are exactly the same as what you buy from the club
Northerndave
Well-Known Member
- Joined
- 5 Jan 2020
- Messages
- 1,818
- Team supported
- Manchester City
VOVA?If you want a City shirt go on VOVA
£12 including postage takes about 3 weeks. They are exactly the same as what you buy from the club
johnnytapia
Well-Known Member
- Joined
- 29 Feb 2012
- Messages
- 10,606
The eleven in red.I nearly gave up trying to buy a ticket for my lad to the arsenal game. 90 minutes on hold, and that was after I hung up after an hour on hold earlier that day.
Once I got through the ticket office couldn't have been more helpful and the club got the sale. But I wonder how many just gave up.
You have made me feel a lot happier, did not want to speak ill of a man that can't answer back, but I have always had bad vibes about the man.They didn't know him.
He was a very calculating man, hence he always knew which side to take and when.
I can also vouch for the cash they used to stash in the footwells to supposedly drop off at the Co-op bank in town.
A complete Swales apologist, and not the man the current regime tried to paint him as.
A lot of cash "disappeared" from the club in that era, it always makes me laugh the present narrative in the media of having no history and we are a small club.
In The PJS era we were a very big club, big attendances and must have generated a lot of income for that period. As we all know to our cost, it all went very wrong, a lot down to appalling miss-management but also to some sinister goings on.
Customer service to me is no1 in any business.The first, second and third reason is piss poor senior management. You can insource, outsource or have both to your hearts content but if you have a management layer that 1) dont listen to their customers 2) dont take accountability or responsibility for their function, you get this mess further down the chain.
I used to run customer service functions and I can tell you that good ones are constantly monitored by management. response times (on the phone) abandon rates (the number of callers hanging up without being answered) customer satisfaction (little call surveys) productivity, and on and on. Those numbers are monitored by the minute by good management and when phone queues get long, remedial action taken, if satisfaction dips, remedial action taken. Management should be actively listening to a sample of service calls made each day and feeding back both the good and the bad to agents. Not only is this stuff managed actively but the daily results will be fed to senior management who should be interrogating any worrying trends and taking remedial action. It doesn't matter if its outsourced, your contract specifies what service levels you want and you are still actively monitoring that you are getting that.
Its not that difficult but it needs forensic management, attention to detail and people who absolutely care about customers. Everything they do re the design and implementation of processes, scripts, new systems, everything, top to bottom should be pointed at service excellence. Do that and the service you provide is fucking exceptional and that is what any good organisation should want. Everyone involved in delivery of customer service should be paid and bonused around customer satisfaction levels.
Sorry to go on a rant but I have lived and breathed this stuff for most of my career.
It makes me so angry that something that I truly love (the club) can be so fucking abject, uncaring and unprofessional with this customer facing element.
Without it the quality of the product/service is irrelevant.
We have as a club have so much to be proud of on the pitch but off it could and should be so much better.
blue b4 the moon
Well-Known Member
I always knock the top 10% and bottom 10% off any review site...that normally loses people who are awkward wankers and family/friends reviews.There will always be fake reviews as well as honest reviews. I tend to go off the number of reviews, the more the better, and the average score across the reviews. That has helped me on numerous occasions to buy a product, to hire a trades person, to try a restaurant, etc. I haven't always made the right choice. 2 cowboy plasters with good reviews on Yell being my worst mistake by far. C*nts!
Trustpilot Reviews.
Average to poor reviews came in at 83%. They can't all be fake reviews. (bar the odd fake Rag review thrown in) Excellent to great reviews came in at 17%. Regardless of any possible fake reviews, those figures/% are damning, and show how poor customer and fan service is at City.
With a football club those knockouts could be a lot higher but sadly for every bad review I can imagine many more just being pissed off and giving up.
To relate this to the expansion thread....just think how many potential future fans we're losing, I can just about live with the media bollocks and the club just allowing that to continue seemingly forever but piss poor service will stop parents/kids from being blues on the state of their first contact and these people have fought through the cesspit of untruths to get here only to find the club not 'deliver' and show itself to be close to the media washing stereotype.
Without a slick service people will just not bother...NS3....no chance.