Membership Debacle

@Tiger Watto said:
@happy tiger said:
When I rang the club after that they told me basically that I was lying and hung up

They probably had one of those phones that had caller id and realised you were from Ipswich :laughing:

All the polo's are crap this year!

Email Humpty Glen … He will reply with a solution!
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Yeah …...Wife ordered for my Birthday and finally got for fathers day
 
Signed my wife and i for a sfs deal. Same transaction, asked to be seated together. Got my card in a few days, she got hers a week later and she is seated in another area - wtf
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@Staks said:
You should contact Humpty directly.
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It won't help…
I did that last year when my son and I were moved from our Leichhardt seats...and we're Pinnacle members!!!

Didn't get our seats back till this years when I screamed bloody murder till it happened.
 
I have to say I don't make it to any games unfortunately because of work and location. It is in my opinion 'p*** poor service from the club if it is as you describe.

Customer service should always be number one in any organisation. Their very existence depends on it.

I wish you luck Glenn.

I would be taking it up with the ticketing people first. When they offer to call you back, I always reply with "No thanks, I'll hold".

Ultimately you may have to go with with the CEO and get some action. Be patient, be reasonable. I know you are peaved but angry people get nothing, reasonable people get action. Same as in any business.

There are bound to be mistakes with such member numbers all coming in at 100 mile an hour. When you break it down, 10,000 members either new or renewed over a 90 day off season is roughly processing well over 100 per day, every day!. It is a lot in anyone's book.

No, I don't support crap service but I do support being sensible and understanding.

Good luck.
 
I think im sitting next to you Glen. They change our seats in all the stands almost every year. Once we had good seats too. Anyway, its better than standing the whole match.
 
I'm a Swans member as well as a Tigers member and I can tell you the Swans went through a similiar debacle with regards to its membership department a few years ago. The service was non existent, they put the price up and had system issues which caused chaos. A lot of members left because of it. The clubs board sacked a few people and revamped the whole department. They now have a membership department which is absolutely brilliant. When issues occur they are dealt with professionally. We even have a membership manager come on to our fansite to answer questions and generally keep us up to date.

The Tigers if they are to retain their members need to learn from the Swans experience and start treating its members as an important part of the club. Saying your members are important must be backed up with action otherwise it's just empty rhetoric.
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The word back from Ashley in ticketing is it must have been our fault. This means they are doing nothing to address the issue, end of story. Ashley reckons we have clicked "add new member" instead of "use account holder", despite the fact that we went through the "Renweing Members" section and both of us have lierary skills above a 4th grade level. This is also despite various people at the club referring to a "system error" that has occurred with others.

An email has been sent to Mr Humphreys.
 
@Glen McWilliams said:
The word back from Ashley in ticketing is it must have been our fault. This means they are doing nothing to address the issue, end of story. Ashley reckons we have clicked "add new member" instead of "use account holder", despite the fact that we went through the "Renweing Members" section and both of us have lierary skills above a 4th grade level. This is also despite various people at the club referring to a "system error" that has occurred with others.

An email has been sent to Mr Humphreys.
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Yeah its alright for them to say that But you would think that they could see you had previously had thse seats and could put 2 and 2 together

I don't want to accuse any one of anything but I have heard the stories (not at the Tigers) through ticketing agencies that people mysteriously lose their seats to others who were related to the ticketing agent . A friend of mine from school's parent worked for Ticketek and told us some horror stories .
 
I had a few issues with seating stuff ups about 5 years ago, got it sorted and it's been fine ever since. I always renew in person, now, (I understand this isn't an option for a lot of people, sorry) and make them check on the screen that the seats are correct.

If you have to phone WT for anything, and you don't get the person you need straight away, don't wait for them to call you back, keep calling every couple of hours until you get the right person, otherwise you'll be waiting for ever.

A friend's ticket wouldn't scan at Campbo on Monday night and they told him "that's because you haven't registered online" WTF, what does that even mean? i haven't "registered online" and my ticket scanned just fine!

Anyway, the cooler bags just arrived today! :laughing:

Good Luck with your tickets Glen!
 
Yeah that's crap Glen, hope you get it sorted.

Understand that there is little they can do once the seats have been assigned but surely they could mediate between you and the new members on getting your seats back.
 
that is disgusting.

i am not a member this year for the first time in 6 years due to service the club has given, the changes in structure to the membership packages available, and the fact the NRL doesn't do a season draw (not wests tigers fault obviously).
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hope u get it sorted out !
 
This is my first year as a member. I tried to do it online but for some reason it didnt work. I rang them the next day which happened to be the cut off day to make sure you recieved your tickets before round 1\. I recieved my tickets on the Thursday before round 1\. So good start there! My tickets scan up fine at Leichhardt Oval but notice many fans with 2012 members hats on and ticket wallets around their necks. I was told on the phone that I would more than likely not recieve mine but why did others??? Anyway that isnt really an issue. I recieved the rest of the pack in the week leading up to the Canberra game. Everything including cooler bags, hats, stickers etc.

But then arrived home this afternoon to another 4 cooler bags!!! WTF…
 
My wife just received a call from Mr Humphreys. He has apologised for the mix up and has already commenced amending the situation with reallocation of seats (not the original seats for this season, which is understandable, but near enough) and the printing of new member cards to reflect same.

I am a happy tiger again! Thank you Stephen.
 
Sensational Glen!!!! I hoped our CEO was credible & professional and this has given me confidence in the man. Well done Tigers!!
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i had a mix-up with my membership renewal and the allocation of seating just before rd1\. my young bloke sent off an email at 10:55 pm mid-week to weststigers and 5 mins later ( 11pm ) he received a response from stephen humphries indicating he would look into the situation the following morning. i received a call from brett that morning to assure me that the seating problem would be addressed. both brett and ashley were only too helpful in sorting this out.
they were both very friendly and professional, and i believe a credit to the weststigers organisation. no brick bats here, thats for sure
 
The thing is here that it shouldn't take a call to our CEO to make this happen. The membership team need to take a good hard look at their systems, processes and milestones this year and get it all fixed up before next season.

rom my view the should be doing the cards & membership processing in batches:

1st for the members that renew before the November 30th cut off with their seat assignments & cards done before Christmas.

2nd for all the people that renew in December & Jan with their cards and seat assignments done and sent before the 15th of Feb

3rd the rest to be done and sent out before round 1 with a cut off being the Friday 2 weeks before round 1 kicks off. After that other arrangements need to be made for round 1.

I don't see the sense in waiting until the week before to send these out.

The membership team need to set and adhere to realistic goals and cut off dates and get some structure in place as it all comes across as very haphazard and unprofessional.

I suggest that members should not be charged until their cards are sent, maybe that would get them to create a better structure around this process.
 
Membership is a funny thing. My wife and I are members for the club, not us.
We have been non-ticketed members since 2003\. We only go Leichhardt Oval, SFS and a few QLD games. Each year we get that stupid hat and those key carrying things. This year we are yet to get the crap cooler bag.
We figure though that in lieu of playing dummy half we will do that in the hope that might help, the team
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@T-D-C said:
The thing is here that it shouldn't take a call to our CEO to make this happen. The membership team need to take a good hard look at their systems, processes and milestones this year and get it all fixed up before next season.

rom my view the should be doing the cards & membership processing in batches:

1st for the members that renew before the November 30th cut off with their seat assignments & cards done before Christmas.

2nd for all the people that renew in December & Jan with their cards and seat assignments done and sent before the 15th of Feb

3rd the rest to be done and sent out before round 1 with a cut off being the Friday 2 weeks before round 1 kicks off. After that other arrangements need to be made for round 1.

I don't see the sense in waiting until the week before to send these out.

The membership team need to set and adhere to realistic goals and cut off dates and get some structure in place as it all comes across as very haphazard and unprofessional.

I suggest that members should not be charged until their cards are sent, maybe that would get them to create a better structure around this process.
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Good ideas there TDC something definitely needs to be done.
 
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