Michelle Posted 24 February, 2010 Posted 24 February, 2010 Seeing as there seem to be an awful lot of whinging and whining at the moment, thought I'd be one of the few to share some positive views of the guys and gals working their backsides off at the moment to get all our Wembley tickets sorted. I handed in a postal application for 32 ticket on Monday morning, by Tuesday evening the season ticket element of those (24) had been processed. Minor ****-up today, as I had a call saying my payment had been declined. Turns out they'd tried to charge the whole application to my friends card, when he was only paying for four, and I was paying for the rest. They went back off to investigate it, promising us a call back, which we missed. E-mailed David Luker explaining the situation, he got on the case straight away, and within three minutes of my e-mail being sent, I'd had a return call saying it had all been sorted, and the appropriate cards correctly charged. Now if that's not superb customer service, I don't know what is. People are very quick to criticise, but it's not so often praise is mentioned, and their efforts recognised. Ticket Office staff - we know you're snowed under at the moment, keep up the good work, and ignore those who just wanna have a whinge!
StuRomseySaint Posted 24 February, 2010 Posted 24 February, 2010 Dave Luker is a decent bloke to be fair... for a manager he is always happy to take the customer facing role rather than delegate his staff to deal with complaints, which most businesses would do... linked up 14 of my mates to my online account himself so I could purchase 30 tickets online. Top service.
Michelle Posted 24 February, 2010 Author Posted 24 February, 2010 Totally agree Stu, any time I've had to contact him it's always been met with a prompt response and solution - well, apart from the time this season I was stuck outside Elland Road at kick-off without a ticket to collect, but hey, nobody's perfect, are they? (And that issue got sorted first thing on the Monday morning, so despite the inconvenience on matchday, everything was rectified as soon as possible afterwards!)
lb_saint Posted 24 February, 2010 Posted 24 February, 2010 Agreed - always received tickets in the post in a very timely manner and they have been helpful on the phone line as well whenever I had need to contact them. Just wish they wouldn't use the following business waffle on the website.. or as they know it "online solution" ... "Some supporters are experiencing problems in logging into our online solution. "
Ewell Posted 24 February, 2010 Posted 24 February, 2010 Well said Michelle. David Luker has always been most helpful on the few occasions I have really needed some assistance. They all do a very hard job but I think on the whole they do it pretty well. Keep up the good work Ticket Office.
londonsaint1604 Posted 24 February, 2010 Posted 24 February, 2010 Well said. I have only ever experienced good service from them myself.
Wurzel Posted 24 February, 2010 Posted 24 February, 2010 Do you not find that most people receive good service wherever they go, whilst a few seem to attract bad service everywhere.? Maybe some (not all, there are always a few valid complaints) should be looking at themselves, not those doing the serving, before starting their whinging .
ladysaint Posted 24 February, 2010 Posted 24 February, 2010 Would like to add my praise and thanks to the ticket office as well had a total of 68 tickets ordered and was using 5 different credit cards and hopefully it has all gone through correctly, I incorrectly quoted one customer number but they contacted me and asked me to confirm the address. Well done TO.
RonManager Posted 24 February, 2010 Posted 24 February, 2010 Tip of the hat to Lee Hetherington who has sorted the few problems I've had this season, efficiently and with good humour.
70's Mike Posted 24 February, 2010 Posted 24 February, 2010 the ticket office came up trumps for me,they co*ked up the postal application with me and mate in one section and my 2 sons elsewhere. e-mailed dave luker got a phone call at work, sorted out once they found my application all sat together now and refund of 2 of the 3 booking fees they tried to charge me.
SNSUN Posted 24 February, 2010 Posted 24 February, 2010 Never had a problem with the ticket office. (Although I do work in a ticket office myself so I know how hard it can be...) I emailed them, got a customer number for the online sales, and have never had a problem buying tickets, or being sent tickets, since.
Redbul Posted 24 February, 2010 Posted 24 February, 2010 Yeah, well said Michelle. I've not got a bad word to say about the TO. I too have had occasion to email Mr Luker and he's always replied very quickly.
bungle Posted 24 February, 2010 Posted 24 February, 2010 David Luker replies to e-mails rather too quickly, sometimes!! Always had very good service from them.
fish fingers Posted 24 February, 2010 Posted 24 February, 2010 Top marks to the ticket office for helping out with our Wembley tickets after Granty ****ed up the order. Tip for the future, don't trust Steve to book your tickets.
Wilko Posted 24 February, 2010 Posted 24 February, 2010 The ticket office has always been great as far as I'm concerned. From the days of Barry Fox onwards to the current setup, I've never had any trouble. Further, if I've ever required face-to-face or personal service, it has always been an option. Well done to the ticket office.
saints_is_the_south Posted 24 February, 2010 Posted 24 February, 2010 David Luker replies to e-mails rather too quickly, sometimes!! Always had very good service from them. +1! Always an instant response when I email him with a query. Only problem I've ever had was my friends customer numbers not being assigned to the games when buying over the phone as a group - not the fault of the TO but the phone call centre staff, it was quickly resolved though.
Block 5 Posted 24 February, 2010 Posted 24 February, 2010 I have nothing but praise for David Luker, Lee Hetherington and the TO staff. They are all assets to our club. If only my bank was as helpful. Or my ISP. Or my mobile phone provider etc etc......
Amesbury Saint Posted 24 February, 2010 Posted 24 February, 2010 Yeah, well said Michelle. I've not got a bad word to say about the TO. I too have had occasion to email Mr Luker and he's always replied very quickly. + 1 always received excellent service
Michelle Posted 24 February, 2010 Author Posted 24 February, 2010 They are all assets to our club. If only my bank was as helpful. Or my ISP. Or my mobile phone provider etc etc...... Wishful thinking there!
dune Posted 24 February, 2010 Posted 24 February, 2010 Maybe i've been a little hard on the DL and the ticket office in lieu of the good feedback from those on this thread. But Pre-registration is still a bad scheme. There must be a better alternative that doesn't require you to jump through hoops to get a ticket.
eurosaint Posted 24 February, 2010 Posted 24 February, 2010 The best way to judge people in the service industry is how they react to a problem situation ! In my experience whenever this has happened at the SFC ticket office, they have responded quickly and efficiently ! Credit where it is due, they do a great job !
dune Posted 24 February, 2010 Posted 24 February, 2010 Also Norwich away in our play-off season was a farce, but it does seem that DL learnt from that mistake and is now constantly pressuring clubs to give us more tickets.
The9 Posted 24 February, 2010 Posted 24 February, 2010 But Pre-registration is still a bad scheme. There must be a better alternative that doesn't require you to jump through hoops to get a ticket. What would be the point of that? The very point of it is to deter the casual potential buyer so only those prepared to make the effort get a ticket first. This is an appreciation thread...
Andy_Porter Posted 24 February, 2010 Posted 24 February, 2010 Never had a problem with the ticket office, was slightly annoyed about having to write a letter to get my Exeter tickets but it seems that worked out well and they handled it correctly. Also the online facility is superb imo, only just set it all up and wish I had done it ages ago.
saint_bert Posted 24 February, 2010 Posted 24 February, 2010 saints_is_the_south and David Luker have a "special" relationship. True story.
ItchenRob Posted 3 March, 2010 Posted 3 March, 2010 I am having problems with my Away s/t so emailed Dave Luker. I got a reply in under 2 minutes !! Very impressed.
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