This is not a read for everyone but if you're interested read on...
Over the course of January and the first week of February, I received 5 of my 6 members packs. But the fifth one had 5 caps and stickers but no member's card (even though it was noted on the accompanying letter).
So I rang memberships on a Friday and had to leave a message on voicemail. No response by the following Tuesday, so I ring again. Another voicemail message left, no response by the Friday.
So a week has gone by but no-one has returned my call. The following Monday I go down to Memberships and explain to one of the people (no names mentioned), my predicament.
I am told that I will receive the other two members packs within two weeks. The two weeks have now gone by, nothing, so I went back down today and had a chat...
I was told that the packs were sent out on 15th Feb and I should receive them by the end of the week. Anyways, I'm told, if they don't arrive by game day you can always collect paper tickets from the booths....
EXCUSE ME! This happened last year and I waited in line with hundreds of other frustrated members while the poor people behind the windows tried to sort the tickets out, missing most of the 1st half of the game.... NOT HAPPY!
I purchased these tickets in November....
Memberships, your system is a failure, FIX IT!
By the way, I'll be back down there next Monday......
Replies
I only get a 5 game membership because with a young family and other commitments I only generally make 5-6 games a year.
This year was informed that they don't give member caps to members unless they get a season membership.
Seriously the caps cost about 5 bucks to make. I'm happy to pay the extra to get a cap but there isn't an option to do so.
I have a mate who's family had a similar issue with hats. I am assuming things are packed o/seas as in India, Phillipines or wherever the FREE TRADE agreement exists. He said his old man received 12 hats and NO tickets when he should have received 5 hats and tickets.....I would have assumed they as in the club would have office staff organise this with a local company. I don't think it is rocket science....I get it that they buy the high quality gear (joke) from o/seas where they are paid cheap labour ( $5 / day for example) but they leave themselves open for criticism.
I totally understand your frustration. This year i didn't renew my seats as i have other priorities. However i had the same struggle with my passes also, waited in line with all the other disgruntled fans. It happened to me for 4 straight years. Regardless of what they say, they have no idea on how to run this area of the organisation.
Melissa from the members team who comes on here stated that the issue is now fixed. Well it seems it isn't from what i am reading of your blog Kevin. Its a total embarrassment and amateur on how it is run.
I was actually hoping i wouldn't read any more blogs regarding how poor it is run.
Write to them via social media.
Companies / organisations hate having negative comments via social media and generally respond instantly.
Very poor effort considering the $$ spent on membership packs and the fact that they are trying to increase membership numbers.
Wonder if these issues arise for AFL clubs which have triple or more than our member numbers?
I feel your pain KF.
I have to say that, overall, the service provided by the membership department is woeful. We have a total of 5 season tickets in our group which we have had for many years (same seats). Last year one of our group passed away and we decided to keep Rusty's ticket and just transfer it over to one of our names. We went down there to explain it all, make sure they had every detail correct and ensure they understood what we wanted - they STILL managed to royally f**k it up. Considering we spend around $1600.00 a year on memberships you would think they could get it right.
All sorted now but simply not good enough.
You've obviously had your seats for a while KF and it's a simple renew - surely they can manage this. I actually think it should be a priority to get all membership renewals out BEFORE Christmas - they want our money early enough - and many of them are actually perpetual Christmas presents. It's f*****g keystone cops stuff.
Yep Kramerica, I've had the same seats for quite a few years now and last year was the first time that I'd had an issue with getting the packs.
They need to get their act together. Last year when I queued up on game day it was a shambles. I got there an hour before the game and still missed 25 minutes of the 1st half. People were very frustrated and I felt sorry for the staff behind the windows because they didn't seem to have any idea of what they were doing either.....
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