Supporter Services - MCFC

[bobbyowenquiff]

its the one part of the club thats not up to standard.

Customer Services has certainly declined in recent years. I think the main issue stems from the fact that the website is appalling in terms of its customer-facing elements. City have lots of our data but nothing is joined up. There is no excuse for it really because infrastructure investment is exempt from FFP rules. They need one system that manages content across all channels including the website, phone channels, social media, etc etc. The problems all stem from the website which is sub-standard with confusing navigation and content. If the website is shit then everything else has got no chance of success.

 

[jonny689]

Agreed the website is crap as well. Quite often it won't take payment & error messages for no reason like you say.

So frustrating isn’t it!!

You’d think as one of the richest, biggest and most well ran clubs in the world we’d have a functioning website and phoneline!

 

[u2fme2]

Customer Services has certainly declined in recent years. I think the main issue stems from the fact that the website is appalling in terms of its customer-facing elements. City have lots of our data but nothing is joined up. There is no excuse for it really because infrastructure investment is exempt from FFP rules. They need one system that manages content across all channels including the website, phone channels, social media, etc etc. The problems all stem from the website which is sub-standard with confusing navigation and content. If the website is shit then everything else has got no chance of success.

For years it’s been shite for most of my 56 years and just when I think it can’t get any worse it does !!

 

[bobbyowenquiff]

For years it’s been shite for most of my 56 years and just when I think it can’t get any worse it does !!

I think it improved for while when Garry Cook was in charge. For all his personal flaws Garry was very focused on the fans (customers) and understood how e-commerce worked. You don't get an Executive role with a global giant like Nike unless you know what you are doing.

 

[blueandy1mac]

It really has come to a sorry state when we have two threads completely concentrated on how poor the CS, website and systems are at one of the richest clubs on the planet. No-one at the club is concerned enough to monitor how much ill feeling is being generated and I know from experience what normally happens in these circumstances.
So much frustration and discontent has been generated by the clubs inept, unsympathetic handling of the new entrance system, that when the inevitable happens against Norwich, the reaction will be disproportionate.
Even if the system works, which it should, there will be fans who through no fault of their own will be unable to gain entry. They will not be prepared to simply walk away, jog half way round the ground to join a growing list of similarly angry fans with the likelyhood of missing KO and even finding their own turnstile subsequently closed.
A relatively small number can and will cause chaos, refusing to move, insisting on entrance. I for one wont be shouting at someone in that predicament to 'move on'. It could be me.
The clubs response will be to ask us all to arrive an hour early, get your refreshments at the ground, if you get in. Yeh right. If they had been even slightly more pliable, fans would be prepared to reciprocate. The way this has been handled has simply gotten most fans backs up. Expect a reaction and it wont be pleasant.
My mate cant get Gpay on his phone, no printer. Phoned the TO, after an unhelpful 10 mins where she explained she'd been answering this same call for 4 days, he said he felt like giving up and jacking it in after 50 years. Immediately she offered to cancel his ST. Customer service eh.

 

[artfuldodger]

I think it improved for while when Garry Cook was in charge. For all his personal flaws Garry was very focused on the fans (customers) and understood how e-commerce worked. You don't get an Executive role with a global giant like Nike unless you know what you are doing.

There was certainly a period in the 90s when the ticket office was very good. Staffed by people who seemed as if they knew their stuff and were fans.

 

[GaudinoMotors]

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.

They truly are appalling - not fit for purpose.
Faceless, unresponsive, alienating, propably what's intended. Keep the great unwashed away.
I have 3 season tks, lots of points, and can't login to any of them. The reset password option clearly doesn't work - have tried 7 - 11 times now. Tried phoning - had to give up 45 mins later. Admittedly I'm not brilliant on IT but I do most of my shopping and banking etc online. It's as if City like to make it dleliberately more difficult than it need be.
l can see me not getting into matches for a good while, if ever, this season, despite spending £1000s. They clearly don't really give a shit.

 

[Mifred]

They truly are appalling - not fit for purpose.
Faceless, unresponsive, alienating, propably what's intended. Keep the great unwashed away.
I have 3 season tks, lots of points, and can't login to any of them. The reset password option clearly doesn't work - have tried 7 - 11 times now. Tried phoning - had to give up 45 mins later. Admittedly I'm not brilliant on IT but I do most of my shopping and banking etc online. It's as if City like to make it dleliberately more difficult than it need be.
l can see me not getting into matches for a good while, if ever, this season, despite spending £1000s. They clearly don't really give a shit.

Ok.This happened to me with 4 season tickets.I was advised not to go via the app but use Safari and tickets.Man City.com.worked fine for 1st three.last one had to refresh his browser then worked fine.if that doesn’t work you may have duplicate records with city/that means a phone call

 

[If I die in the Kippax St]

Supporter Services used to be reasonably easy to access by phone. Not any more. It's now nigh on impossible.
No customer of any organisation should have to put up with the lack of service we are currently experiencing
Compare City with Amazon - on the odd occasion that I have required help I have found that by requesting a ring-back online Amazon actually call back and literally within a few minutes. Plus, they follow it through until the issue is resolved.
City have made great strides on the field, but off it the organisation is a shambles.

Slightly off this thread but does anybody know where the ticket exchange is located on the website. I’m going round in circles. This used to be straightforward but suspect the idiots have forgotten to put the correct link in.

 

[GaudinoMotors]

Ok.This happened to me with 4 season tickets.I was advised not to go via the app but use Safari and tickets.Man City.com.worked fine for 1st three.last one had to refresh his browser then worked fine.if that doesn’t work you may have duplicate records with city/that means a phone call

Thank you for replying - appreciate your time.

Will give it a go.

 

[gouldybob]

What's the difference between Superbia Customer Services and Customer Services for the serfs.... ABSOLUTELY NOTHING. Both equally shit, just a series of different tunes to listen to for half an hour. I don't think the department even exists other than in name just modelled on the Carlsberg Complaints line...

 

[yeseye]

What's the difference between Superbia Customer Services and Customer Services for the serfs.... ABSOLUTELY NOTHING. Totally shit, i don't think the department even exists

And here’s me thinking Sheikh Mansour would pick up!

 

[bladdered]

Slightly off this thread but does anybody know where the ticket exchange is located on the website. I’m going round in circles. This used to be straightforward but suspect the idiots have forgotten to put the correct link in.

Supporter Services tweeted that it is not available yet. I would guess that they are planning to introduce this at the same time as the F&F ticket transfer feature is launched on website.

 

[If I die in the Kippax St]

Supporter Services tweeted that it is not available yet. I would guess that they are planning to introduce this at the same time as the F&F ticket transfer feature is launched on website.

Thanks for your response. All the same then if you wanted to list the Norwich game but fortunately I don’t. It’s Arsenal I can’t make. The incompetence beggars belief.

 

[GaudinoMotors]

YAY!! Got somewhere today - managed to login to my accounts (and thanks again to Mifred) - a bit around the houses and not the simplest of ways, but have found a way of doing it.

But, numerous times the screen is blank - depending which search engine you are directed to. Really City - in this day and age?
Also - why can't the same email be used for differing accounts? A different, name, seat, supporter no. should suffice.
Who is head of City's IT?? Arthur Scherbius??

 

[bennyboy]

Twitter supporters services hopeless as well.
Still not solved my problem in 2 days.
Thought I was about to get solved when they asked for my dob and supporter number.
Nothing for 24 hrs despite asking twice for updates.

 

[bennyboy]

Just got it sorted at last.
Relief all around.

 

[BillCarlisle]

Slightly off this thread but does anybody know where the ticket exchange is located on the website. I’m going round in circles. This used to be straightforward but suspect the idiots have forgotten to put the correct link in.

Available Monday 16th Aug & details being announced then. Same for ticket transfers to F&F. Allegedly.

 

[gouldybob]

And here’s me thinking Sheikh Mansour would pick up!

I just hoped someone would pick up as my question was very general. Ended up speaking with Eddie in Hospitality and despite me not wanting a £12000 box for the Norwich game he answered my question and showed good customer service isn't totally lost.

 

[CatMan]

It really has come to a sorry state when we have two threads completely concentrated on how poor the CS, website and systems are at one of the richest clubs on the planet. No-one at the club is concerned enough to monitor how much ill feeling is being generated and I know from experience what normally happens in these circumstances.
So much frustration and discontent has been generated by the clubs inept, unsympathetic handling of the new entrance system, that when the inevitable happens against Norwich, the reaction will be disproportionate.
Even if the system works, which it should, there will be fans who through no fault of their own will be unable to gain entry. They will not be prepared to simply walk away, jog half way round the ground to join a growing list of similarly angry fans with the likelyhood of missing KO and even finding their own turnstile subsequently closed.
A relatively small number can and will cause chaos, refusing to move, insisting on entrance. I for one wont be shouting at someone in that predicament to 'move on'. It could be me.
The clubs response will be to ask us all to arrive an hour early, get your refreshments at the ground, if you get in. Yeh right. If they had been even slightly more pliable, fans would be prepared to reciprocate. The way this has been handled has simply gotten most fans backs up. Expect a reaction and it wont be pleasant.
My mate cant get Gpay on his phone, no printer. Phoned the TO, after an unhelpful 10 mins where she explained she'd been answering this same call for 4 days, he said he felt like giving up and jacking it in after 50 years. Immediately she offered to cancel his ST. Customer service eh.

And there's still people that believe it's just a few fans who are struggling. There will literally hundreds if not thousands on Direct Debit who are still wondering when their card in a tin box is finally arriving. Every time I come back on here my anger starts to boil at the realisation that we can conclusively say beyond any doubt that our club is now nothing more than a money making franchise for the owners and us fans not only know nowt but count for nowt too!