18 minutes ago, Doha said:

It's not allowing anyone to login atm so I think it's a TM server issue rather than something you're doing mate. I've been trying to login for the last few hours because Barrow league tickets were without warning put on sale today but I keep getting a "Unfortunately you do not have permission to login." message.

Thanks

57 minutes ago, blackdog said:

Iv'e been up to the Ticket office/Shop this afternoon to ask about my Synectics Car Park pass I thought I should have received by now.

I queued for approx 30 minutes while other customers were dealt with, the thing that I noticed was people standing for half an hour just to pay for a shirt or merchandise, I can't think of another sales environment that could get away with that kind of service, the phone was ringing constantly going unanswered, the club is getting away with the customers blind loyalty to the brand, people wouldn't return if it was any other business, I know I wouldn't. 

The young Lad who served me was very efficient and dealt with my query quickly and efficiently, I felt sorry for the two of them, they need some kind of help, maybe a separate queue to pay for merchandise and one for ticket queries. 

What did they say about your car park pass blackdog ?

5 minutes ago, barny61 said:

What did they say about your car park pass blackdog ?

To start with they said it had been emailed........They then resent it and within 20 seconds I received the email, the lad serving me said do you want me to put it in your wallet and I was on my way.

15 minutes ago, barny61 said:

What did they say about your car park pass blackdog ?

Get the media team in they are not doing much else!

I had issues with my account last week where it said I'm a bot. Today it won't let me login as.it says I don't have permission. I rang vale about 5 times today when on my lunch break I got through to somebody on vales reception which I presume isn't even in the actual club store. They took my name and phone number and said they would get somebody to ring me back hopefully today but nobody has. If that lad is in the shop by himself then it's hardly fair for him to have to deal with everything that's going on by himself. I think the main issue is that we can't have the current set up as it is where nobody answers the phone, takes a week get a response from an email if your lucky and then the store is all in one so there's queues for tickets and shop purchases all together. I was hoping somebody was going ask carol or Matt Hancock in the forum last week about the current club store set up with everything all being in one leaving it been a total mess but it didn't get brought up unfortunately. The new system still isn't allocating loyalty points as I'm on 300 when I should be on 350 and I've heard loads of people say there points haven't been added yet either.

This whole debacle shows up the fact that the shanaghans primary business is not in “customer service”, if it were then this situation would have been resolved years ago. At the forum meeting Matt said he was aware of the problems and they were going to be putting a new process in place. As someone who has worked for most of my life in retail or customer facing professions I would suggest that the solution is simple and a new process is not needed. The telephones work, they know that because they hear them ringing. What needs to happen is someone needs to be recruited or found from another department whose sole job is to sit at a desk away from facing the customers and answer the phone working through the queue. That’s as simple as it needs to be. The talk of processes is silly. Anyone else would have sorted it out. It is an issue that the shanahans are weak on because it’s not a “data situation”, it’s effectively a staff cost with no evident income stream because answering phone calls is currently incidental to the main role of customer facing shop staff who are also covering ticket sales. 

19 minutes ago, Andy Proctor said:

I had issues with my account last week where it said I'm a bot. Today it won't let me login as.it says I don't have permission. I rang vale about 5 times today when on my lunch break I got through to somebody on vales reception which I presume isn't even in the actual club store. They took my name and phone number and said they would get somebody to ring me back hopefully today but nobody has. If that lad is in the shop by himself then it's hardly fair for him to have to deal with everything that's going on by himself. I think the main issue is that we can't have the current set up as it is where nobody answers the phone, takes a week get a response from an email if your lucky and then the store is all in one so there's queues for tickets and shop purchases all together. I was hoping somebody was going ask carol or Matt Hancock in the forum last week about the current club store set up with everything all being in one leaving it been a total mess but it didn't get brought up unfortunately. The new system still isn't allocating loyalty points as I'm on 300 when I should be on 350 and I've heard loads of people say there points haven't been added yet either.

 

That was my point it's not fair on the staff, the lad who served me was brilliant but it must be demoralising to face fed up customers all the time, I dread to think what Saturday will be like.

There seems to be a complete ignorance surrounding customer service, so much is good about the Vale but this side of the business is sadly lacking.

Is anyone else still waiting to receive digital season ticket? , not received mine, even checked junk mail but received nothing as yet

38 minutes ago, vp4ever said:

Is anyone else still waiting to receive digital season ticket? , not received mine, even checked junk mail but received nothing as yet

 Do they still do the season ticket cards

You might be better off with one of them 🙈

They've updated the website to show purchases and the points have increased following the Salford game but nowhere to download an ST and I've not received anything in the form of an email from the club.  I've sent them a reminder this evening.

12 minutes ago, Nippy Naylor said:

 Do they still do the season ticket cards

You might be better off with one of them 🙈

Yes I’ve got one, £5 extra but lasts for 5 years, so £1 per year extra.

I visited the club shop today to pick up me ticket for the Tranmere game and to be honest there's still the same issue of not enough staff being on site , I'd like see the ticket office reopened so you've got one set of staff dealing with merchandise and another set dealing with match tickets 🤔😳

 

Not a great situation at all and sounds like technical issues at TM not helping the cause.

I really wish the club would communicate these things quickly to manage expectations. If there is an issue tell us QR codes won’t be today and it will happen xyz.

It would save the phone calls and emails.

I don’t know if anyone picked up on it last week but Matt said the ticketmaster migration had gone better than they thought…. I would hate to have seen what they were expecting. It’s a bit of a mess. 

Well iv been able to get into my ticketing account for the last week (even though not received anything in the way of digital downloads) but tonight it says i am unable to log in 🙈🙈🙈😁😁😁 only at the Vale 🤣🤣🤣

Anyone know if tickets for tomorrow gone off sale, I seem to be able to get a ticket for the league game but not for tomorrows match.