Ticket Office

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Sean Thornton said:
Not sure how telecoms systems like Uniteds works, but if no one could get in, how could they switch the system over.

As I said earlier, an hour and a half with snow outside?
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I'd have thought if United's IVR system is like any other, you change the greeting by ringing the phone number associated with that and managing the options remotely. Any BC plan really should be catering for this eventuality.

I'm not entirely disagreeing with you on the OP's sanity in hanging on the line for an hour and a half though :)
 
Sheffsteel said:
Can understand the frustration but it sounds like you’re trying to pass the responsibility to someone else.
A lesson should be learnt, don’t rely on others, take control and sort out your on line access.
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Not really mate, I’m not an unreasonable fella. But I do know it’s basic customer service to communicate to your customers. It’s not my job to know that the office is closed. Not everybody looks at Twitter for updates. I called, from work (my office isn’t shut), because that’s what I always do. I was told I was in a queue which is the norm. Nothing from their end told me that the office was shut and I wasted an hour and a half waiting for somebody to pick up the phone to me and take my order. That’s poor customer service. They should have had an automated response set up to inform customers that the office is shut due to weather conditions. That call has cost me unnecessary time and money.
 
Rodders said:
Do you not think a department providing customer service should divert to a recording saying the TO is shut rather than having the usual "you're in a queue" message, leaving people hanging on the other end of the line?
The ticket office generally are pretty decent but instances of poor service shouldn't be not commented upon.
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Common sense really, but the ticket office has not been over blessed with anything outsider the general norm.
Otherwise they are ok
UTB
 
Sean Thornton said:
It sounds like it sounds like it is.
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73281_1.jpg
 
There's a message on now saying it's closed due to adverse weather conditions, please don't hang on the 'phone.
 
Nicolaus_Copernicus said:
Anyone else had problems with them this morning? I've spent 3 hours on the phone to them hearing 'Your position is number 1', and then I got a message saying that they were shut due to the weather. :)
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When you initially rang back were you in position number two?
 



Neuschwanstein said:
That is shocking! Stop being so organised, you'll make the rest of us look bad, and you won't be able to slag the club off if you don't know your own details.
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So
Neuschwanstein said:
That is shocking! Stop being so organised, you'll make the rest of us look bad, and you won't be able to slag the club off if you don't know your own details.
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Sorry but it's a necessity as my missus would put it in a safe place after cleaning the house!!!. Need I say any more??. Lol
 
morganselbow said:
Not really mate, I’m not an unreasonable fella. But I do know it’s basic customer service to communicate to your customers. It’s not my job to know that the office is closed. Not everybody looks at Twitter for updates. I called, from work (my office isn’t shut), because that’s what I always do. I was told I was in a queue which is the norm. Nothing from their end told me that the office was shut and I wasted an hour and a half waiting for somebody to pick up the phone to me and take my order. That’s poor customer service. They should have had an automated response set up to inform customers that the office is shut due to weather conditions. That call has cost me unnecessary time and money.
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It's a once in a blue moon event. It happens. Not very often, but it happens.. The ticket office generally do a great job and often go above and beyond. Cut them some slack. I would also suggest that after 15 or 20 minutes as caller number 2, most people would have worked out that something was not quite right, especially if they looked out of the window and noticed the weather. 2=2=4 in this case:rolleyes:
 
Bayingblade said:
It's a once in a blue moon event. It happens. Not very often, but it happens.. The ticket office generally do a great job and often go above and beyond. Cut them some slack. I would also suggest that after 15 or 20 minutes as caller number 2, most people would have worked out that something was not quite right, especially if they looked out of the window and noticed the weather. 2=2=4 in this case:rolleyes:
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Sheffield doesn’t incur adverse weather conditions most years? Was the event so unforseeable that they could not have had a plan in place?

Like I say, I’m not one to complain usually, particularly in club related matters, but this morning did anger me and complaints are required to implement change and improve, so “cutting them slack” by staying quiet isn’t helpful for anybody. They need to know when they’ve let a customer down.
 
morganselbow said:
Sheffield doesn’t incur adverse weather conditions most years?
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No
Was the event so unforseeable that they could not have had a plan in place?
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Seemingly yes, the forecast has been all over the place and the late ones suggested things wouldn't be as bad as they are.
Like I say, I’m not one to complain usually, particularly in club related matters, but this morning did anger me and complaints are required to implement change and improve, so “cutting them slack” by staying quiet isn’t helpful for anybody. They need to know when they’ve let a customer down.
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Then let them know. Complain to them. Why the need to complain on a public forum? "Cutting them some slack" is maybe complaining directly to them, not going public on a one off case, in unusual circumstances that will probably not last very long and be addressed in plenty of time for your requirements to be met well before you really need. In other words, they will be open at some stage before Saturday so you'll get your ticket!:rolleyes:
 
Rodders said:
Aye, our IT bloke who always manages to be on a fag break "couldn't get off his drive". Conveniently he lives in Doncaster (we're in Wakefield) so we can't check, but I'm minded to find out his address and check it out on Google Maps.
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Do Google Maps show you how much snow's on a street every day? It's getting more advanced all the time!
 
HighfieldBlade said:
When you eventually speak to the ticket office (today or whenever), ask them what your registered email address is, so you can make future purchases online.:)
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Or email them - they've been pretty good at responding to emails fro me in the past.
 
It's because the club don't count season ticket holders in the queue. You was actually no. 4,763.
 



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