Ticket Shambles Tonight - Disgraceful

[bzekosilva]

For Napoli i reciever 3 emails and 2 texts - SC worked no probs
Birmingham recieved no emails no texts to say my card had been activated
so i rang the ticket office at 16.30pm on Monday and it said i was in a queue of 90 mins lady picked up after 5 mins excellent she said my seat was fine card had been activated - my card worked.
She also stated that if the loyalty points have been updated for that particular game then your card has been activated. seems to have worked for me that way no probs.

 

[monkylarr]

I tried to activate my daughters card (9yrs old) on the day of the match as my wife was going out and I had to have her , only to be told you cannot do this on the day of the match and I would have to queue outside the stadium. The queue was MASSIVE and it was pissing down with rain .
I was given a ticket by someone outside the stadium whilst queueing and gained access quickly (thanks to the kind blue). But I still think the policy of not being allowed to activate a season card on the day of the match is a joke , we have come so far as a club but still manage to fuck up the simplest of things . TYPICAL CITY !!

 

[Oooh Curley Wurley]

3 of us in the cup schemes, seated together in EL3 and
Received an email asking which stand we wished to relocate
to and how many seats together.

Replied to email requesting 3 together EL2 or CB2.

1 seat allocated CB1, 1 allocated CB2 confirmation emails
received.

1 no email received, personally visited ticket office a week
last Monday to buy Blackburn tickets and resolve missing
Birmingham ticket.

Helpful young lady informed me seat allocated EL2 (different
stand than other two never mind same stand different levels)
was told there were no areas with 3 sears together and also had to pay again even though in cup scheme.
Informed card activated and the young lady told me she would call me later the same day to explain the problem.

Never received a phone call.

Then the evening before the Birmingham game I received
an email confirming seat details but tgat I would need a paper
ticket as my access card would not be activated.
Morning of the game personally call to the ticket office to
be told my card is activated but I do not have a seat allocated.

I produce my email showing seat details and told all is well.

As I walk away from the window I am called back and asked
if I have a paper ticket to gain entry, I reply no and wonder
if I am living on a different planet given the aforementioned
conversation.

On one occassion an established experienced member of the
ticket office dealt with my query the other occassion I presume
a newer member of staff.

Surely the first rule of customer service is that your staff dealng
directly with your customer base are up to speed with any issues
they tell some modecum of truth and it is expressed upon them that if they make any promise to the customer is kept (i.e. phoning them)

Thankfully, after over 3 hours endevour with the issue, I gained access to last
nights match prior to kick off and to my amazement it was
not a sell out and there were a few ' 3 seats together' spaces.

I've alwats been told business is like a dead fish, it rots from the head.

So to all who hail the ticket manager as the answer to
rectifying the issues occuring maybe he is the is the reason for
the problems.
after all I assume the head of ticketing is responsible for the
smooth operation of ticketing?

If its above him, maybe that's the reason Mr Cook left and
Nedum is now able to play rather than putting his degree to
good use in the ticket office.

 

[bzekosilva]

3 of us in the cup schemes, seated together in EL3 and
Received an email asking which stand we wished to relocate
to and how many seats together.

Replied to email requesting 3 together EL2 or CB2.

1 seat allocated CB1, 1 allocated CB2 confirmation emails
received.

1 no email received, personally visited ticket office a week
last Monday to buy Blackburn tickets and resolve missing
Birmingham ticket.

Helpful young lady informed me seat allocated EL2 (different
stand than other two never mind same stand different levels)
was told there were no areas with 3 sears together and also had to pay again even though in cup scheme.
Informed card activated and the young lady told me she would call me later the same day to explain the problem.

Never received a phone call.

Then the evening before the Birmingham game I received
an email confirming seat details but tgat I would need a paper
ticket as my access card would not be activated.
Morning of the game personally call to the ticket office to
be told my card is activated but I do not have a seat allocated.

I produce my email showing seat details and told all is well.

As I walk away from the window I am called back and asked
if I have a paper ticket to gain entry, I reply no and wonder
if I am living on a different planet given the aforementioned
conversation.

On one occassion an established experienced member of the
ticket office dealt with my query the other occassion I presume
a newer member of staff.

Surely the first rule of customer service is that your staff dealng
directly with your customer base are up to speed with any issues
they tell some modecum of truth and it is expressed upon them that if they make any promise to the customer is kept (i.e. phoning them)

Thankfully, after over 3 hours endevour with the issue, I gained access to last
nights match prior to kick off and to my amazement it was
not a sell out and there were a few ' 3 seats together' spaces.

I've alwats been told business is like a dead fish, it rots from the head.

So to all who hail the ticket manager as the answer to
rectifying the issues occuring maybe he is the is the reason for
the problems.
after all I assume the head of ticketing is responsible for the
smooth operation of ticketing?

If its above him, maybe that's the reason Mr Cook left and
Nedum is now able to play rather than putting his degree to
good use in the ticket office.

on saying that though on the os seating thing it did show (for example) my block 118 the first 6 rows i sit in F were sold out yet on the night nobody was to be seen occupying im sure people are on the cup schemes just for the points more money than sense to turn up ah well :(

 

[Mad Eyed Screamer]

3 of us in the cup schemes, seated together in EL3 and
Received an email asking which stand we wished to relocate
to and how many seats together.

Replied to email requesting 3 together EL2 or CB2.

1 seat allocated CB1, 1 allocated CB2 confirmation emails
received.

1 no email received, personally visited ticket office a week
last Monday to buy Blackburn tickets and resolve missing
Birmingham ticket.

Helpful young lady informed me seat allocated EL2 (different
stand than other two never mind same stand different levels)
was told there were no areas with 3 sears together and also had to pay again even though in cup scheme.
Informed card activated and the young lady told me she would call me later the same day to explain the problem.

Never received a phone call.

Then the evening before the Birmingham game I received
an email confirming seat details but tgat I would need a paper
ticket as my access card would not be activated.
Morning of the game personally call to the ticket office to
be told my card is activated but I do not have a seat allocated.

I produce my email showing seat details and told all is well.

As I walk away from the window I am called back and asked
if I have a paper ticket to gain entry, I reply no and wonder
if I am living on a different planet given the aforementioned
conversation.

On one occassion an established experienced member of the
ticket office dealt with my query the other occassion I presume
a newer member of staff.

Surely the first rule of customer service is that your staff dealng
directly with your customer base are up to speed with any issues
they tell some modecum of truth and it is expressed upon them that if they make any promise to the customer is kept (i.e. phoning them)

Thankfully, after over 3 hours endevour with the issue, I gained access to last
nights match prior to kick off and to my amazement it was
not a sell out and there were a few ' 3 seats together' spaces.

I've alwats been told business is like a dead fish, it rots from the head.

So to all who hail the ticket manager as the answer to
rectifying the issues occuring maybe he is the is the reason for
the problems.
after all I assume the head of ticketing is responsible for the
smooth operation of ticketing?

If its above him, maybe that's the reason Mr Cook left and
Nedum is now able to play rather than putting his degree to
good use in the ticket office.

Someone should compile the ''best of'' this thread and produce it for the club to see......

EDIT - that should be ''the worst of''

 

[brenda]

you need to check BEFORE you go to match that payment has been taken. I checked and mine hadn't gone thro so went and did it at ticket office days before game. The staff are lovely and not their fault system fails at time. It is the IT people who need telling not those on the desk or phone. Wrie a letter.

 

[shaggymcfc]

Im surprised that this thread hasnt been updated following the carnage that was last nights Q.
We ended up getting in on 22 mins, in the family stand, and without getting the points on our season cards.

I tried to buy over the phone and internet yesterday and was told I had to go to the ground.

Under the same circumstances I wont bother again.

And my lad wanted to buy a shirt and the city shop had shut - I guess this was after the game had kicked off

Usually I dont have any hassle because usually I sort it well in advance - but that last night would put anyone off

People who decide to buy tickets on the night can't moan if they don't get into the ground in time for kick off. I turned up at the ground at 5PM and there was only a few people getting tickets. When I went back to the ground at 7:15PM, the queue was so long I'm not surprised people got in late.
If you choose to buy tickets on the night, you can't blame anyone but yourself if you get in the ground late

What bollocks! If the club offers the facility to buy tickets on the night, then it has a duty to make sure it services that facility properly. Having inadequate numbers of staff working in the ticket office so that people have to queue for nearly an hour is an unacceptable joke. An ongoing disgrace

spot on pal i couldnt agree more

 

[Oooh Curley Wurley]

you need to check BEFORE you go to match that payment has been taken. I checked and mine hadn't gone thro so went and did it at ticket office days before game. The staff are lovely and not their fault system fails at time. It is the IT people who need telling not those on the desk or phone. Wrie a letter.

If you read my post I did all that weeks before the game and still
My access card was not activated despite staff saying it was....

Who chooses, approves and implements the system?
Who employs the staff?

Appreciate the staff may be lovely but its about performance.

if the playing side fails and does not get results the manager is normally sacked.

So who would you say is culpable for the performance of the
customer service and ticket office, staff and systems?

 

[bzekosilva]

on saying this the club said payment for villareal would be taken by 5pm tonight i havent had an email yet..

 

[simonk]

Im surprised that this thread hasnt been updated following the carnage that was last nights Q.
We ended up getting in on 22 mins, in the family stand, and without getting the points on our season cards.

I tried to buy over the phone and internet yesterday and was told I had to go to the ground.

Under the same circumstances I wont bother again.

And my lad wanted to buy a shirt and the city shop had shut - I guess this was after the game had kicked off

Usually I dont have any hassle because usually I sort it well in advance - but that last night would put anyone off

People who decide to buy tickets on the night can't moan if they don't get into the ground in time for kick off. I turned up at the ground at 5PM and there was only a few people getting tickets. When I went back to the ground at 7:15PM, the queue was so long I'm not surprised people got in late.
If you choose to buy tickets on the night, you can't blame anyone but yourself if you get in the ground late

thats the attitude. Are you the ticket office manager?

I tried to buy them on the internet and then by phone at 4pm. Im a season ticket holder - all they had to do was activate my card.
The technolgy is in place - so why cant it be done. If it had of been - the Q would have had 3 less people in it. How many others were told to attend the ground - contributing to the problem?

I didnt know until the day that I would be able to make it because of work.
I was expecting a Q, but not to that extent, and working In Winsford I could not have got there any earlier.
Bottom line is that one way or another it needs sorting. Defo some people would have missed the entire 1st half, and Im sure wont be bothered to do it again under the same circumstances

To put the record straight. I sent an email off to Danny Wilson yesterday. And made general comment about the situation, and specifically asking why they couldnt active our cards either by phone or internet at 4pm on the day, But mostly asking for the loyalty points on our cards.
Rcvd a call back from a Kieth...., Head of Planning (dont quote me),
He was kind enough to answer my query about activating cards - hopefully right up until kick off within 6 weeks - but with a very understandable reason why not for now.
He explained they had all possible windows open on the night and with respect said people should not expect to be able to just simply expect to turn up and get in nowadays, notwithstanding acknowledging the technology will get better.
Without quibble he agreed to give us the loyalty points for that game.
I then mentioned the way the goal post had been moved by the club in respect of the Champions league Ticket Scheme deadline. Again he agreed, explained very understandably why and is being very helpful in that respect.
Total respect to city for the way they sorted this.
Im not an inherent moaner. Had a genuine issue. City sorted it with a much appreciated cando attitude.