Supporter Services - MCFC

5 Hit Gibbon said:
I'm glad you managed to get sorted. I emailed them more than 5 working days ago and they haven't bothered to get back to me.
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Thanks, That is just poor and really frustrating. The thing is, it starts to make you look at the club in a bad way and feel completely undervalued when they do not respond to things that are causing you enough concern to contact them in the first place. I hope you get a reply and they resolve your issue soon
 
Is it not simply down to it being outsourced? At one time you rang and you got through quick, spoke to a City employee who knew what they were talking about and it was relatively painless.
Then someone decided we could save a few quid by outsourcing it and now we get through (if your lucky) to monkeys who ain't got a clue but besides city are also answering calls for British Gas, Tesco, IKEA, Royal Mail etc and the wait times are now a disgrace.
Just the latest in a long line of examples how the supporter, sorry customer is treated these days
 
5 Hit Gibbon said:
I've had poor experiences recently trying to speak to them too. Diverted through to the normal ticket office despite selecting the option for supporter services, then told to email them, but they just ignore the emails.

For a club that is supposed to be well run from top to bottom, the ticket office & supporter services are quite poor at present.
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Same here. tried to phone was on the phone for about 5 hours sent an email which after 4 days is not answered.
 
city saint said:
its the one part of the club thats not up to standard.
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Have you been on the App recently?
What a cluster fuck of frustration that thing is.
Log in twice?
Hit the account symbol and it logs you out ffs.
I’m going to spend a couple of hours watching YouTube vids on website design and I’m pretty confident I can better this pile of
£1 website shite.
I reckon a 6yr old designed it!
 
I had an e-mail yesterday morning advising that I had cancelled my direct debit. This relates to 2 season tickets. Not sure how I cancelled my DD but.. anyway, I have two weeks to make a manual payment and then re-instate the DD.
if I don't do this they will cancel my season ticket.
OK that's fair.

However, when you get through to the DD line at supporter services you hear inane, irritating music, no one answers, no message saying you are any number in a queue, no information at all.
3 times yesterday for 20+ minutes each, once this morning for 25 minutes.. I now give up.

How can you resolve an issue when no one answers the phone?

Has anyone got a contact number where there may be a human being at the other end?

An e-mail address where someone may read the email and respond?

Having had my season ticket since 1971 and only missed 4 home games [pre-Covid], if this does not get resolved soon I'm not going back.

Very frustrating!

If anyone can help with a contact please let me know.
 
When the farce regarding the 125 year anniversary shirt was ongoing (took my order and money then without telling me cancelled the order) I wrote a letter to the club.

I never got the courtesy of a reply which was unforgiveable. Apart from my season ticket I buy nothing from the Club, no food/drinks, programmes, souvenirs - absolutely nothing at all.
 
BlueFurn said:
I had an e-mail yesterday morning advising that I had cancelled my direct debit. This relates to 2 season tickets. Not sure how I cancelled my DD but.. anyway, I have two weeks to make a manual payment and then re-instate the DD.
if I don't do this they will cancel my season ticket.
OK that's fair.

However, when you get through to the DD line at supporter services you hear inane, irritating music, no one answers, no message saying you are any number in a queue, no information at all.
3 times yesterday for 20+ minutes each, once this morning for 25 minutes.. I now give up.

How can you resolve an issue when no one answers the phone?

Has anyone got a contact number where there may be a human being at the other end?

An e-mail address where someone may read the email and respond?

Having had my season ticket since 1971 and only missed 4 home games [pre-Covid], if this does not get resolved soon I'm not going back.

Very frustrating!

If anyone can help with a contact please let me know.
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Ticketing and match ballots+44 (0)161 444 1894
(Option 6)		mancity@mancity.com
 
didsburyblu said:
Is it not simply down to it being outsourced? At one time you rang and you got through quick, spoke to a City employee who knew what they were talking about and it was relatively painless.
Then someone decided we could save a few quid by outsourcing it and now we get through (if your lucky) to monkeys who ain't got a clue but besides city are also answering calls for British Gas, Tesco, IKEA, Royal Mail etc and the wait times are now a disgrace.
Just the latest in a long line of examples how the supporter, sorry customer is treated these days
Click to expand...

Hey what's wrong with you don't you know that's the modern world these days it's called progress!! Typical sense of entitlement from supporters who think things should stay the same forever. Do you think you could just roll up to a window, ask to speak to Bernard Halford and he'd invite you in and sort your problem out over a cup of tea like the old days?? Wrong my friend, this is the modern world! We'll tie you up in knots for days going through option after option on your phone before if you're lucky you'll speak to somebody who hasn't a clue how to help you but will direct you to somebody's who can. Of course that will take a few more days.

Not happy with the phone, try our e mail service. I know it wasn't around in the days you used to jib over that scoreboard end wall and jump the kippax one, so saving yourself 6d at the transfer gate you rascal, but it really is great and instant. Well your e mail getting here is. Answering it might take a while because the person checking them is also working for multiple other companies just like the one answering the phone.....well actually it's the same person, we call it flexible working and it saves us a fortune. A bit slow you say?? Well yes it is, but look on the bright side. You don't have to get a 53 bus to Moss Side and walk in the cold and rain, avoiding the muggers to get to the ground like the old days do you,?? God you supporters, sorry customers, are never happy!

Sorry I couldn't resist, inspired by the "Entitlement, times have moved on, it's called progress replies on the seasoncard thread. Yes I have got too much time on my hands these days lol.
 
Went straight on at 9am this morning and was ten in the queue for still 40 minutes.

To be fair, the lad said he needed to email tech for my print at home requests and it would be actioned.

Taking them at face value, but still can't believe there has to be an anxiety about going to watch the team I have supported for 40-plus years?

Apparently I will get three separate emails approx a week before each game as a PDF for me to print for the three tickets.

I was signed up to the tech hub tomorrow but they explained it was just for seasoncard holders and they couldn't really evidence on the day how City Match card holders could download individual match tickets to the Google Pay wallet I have set up.

It let me scan a debit card but there was no section for tickets and passes.

At least with print at home, I don't have to stand around waiting for my dad to get his last cig in before kick-off!
 
I rang at 9 this morning too. Not informed I was in a queue.... difficult to make this stuff up...

Tried the other option [6] and the same result.
I have managed to contact the club though, and someone is calling me during today.
Hopefully it will be resolved.
 
BlueFurn said:
I rang at 9 this morning too. Not informed I was in a queue.... difficult to make this stuff up...

Tried the other option [6] and the same result.
I have managed to contact the club though, and someone is calling me during today.
Hopefully it will be resolved.
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How did you contact the club.
 
It’s safe to say the customer service side of our club and the quality of the website are absolutely awful.

Website buggy as anything, I get continuous error pages when trying to complete simple tasks for no apparent reason. Nothing seems to work properly and phone lines awful can be on hold for hours and get cut off immediately into a phone call.

The whole service is a complete and utter joke, god knows how they think they can cope with going completely digital regarding tickets. They can’t even operate a functioning website or phone line!
 
jonny689 said:
It’s safe to say the customer service side of our club and the quality of the website are absolutely awful.

Website buggy as anything, I get continuous error pages when trying to complete simple tasks for no apparent reason. Nothing seems to work properly and phone lines awful can be on hold for hours and get cut off immediately into a phone call.

The whole service is a complete and utter joke, god knows how they think they can cope with going completely digital regarding tickets. They can’t even operate a functioning website or phone line!
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Agreed the website is crap as well. Quite often it won't take payment & error messages for no reason like you say.
 
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