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My First Letter of complaint Ever

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View INTER YANAN !'s Profile INTER YANAN ! Flag Maidstone 22 Aug 16 10.45am Send a Private Message to INTER YANAN ! Add INTER YANAN ! as a friend

I thought I would make an email public that I sent palace on Thursday morning, AS of yet i have heard no response, just wondered if anyone else is bit fed up like myself, not really to do with performances (obviously this has an effect).

Many wont agree with me or will see it as a stop moaning about everything kind of post, but i wanted to see if someone could put a spin on it and make me think i am being to harsh or expecting to much ?

i sent it to customer sevices, sales office, box office and Anna.mccarthy

To All it May Concern,

I have never in my 28 years ever wrote a letter of complaint regarding a good or service, I am a laid back man who doesn't care passionately enough in many case to get disgruntled with poor service or quality. However after the service in which my club im loyal too has given me over the years, I should probably done this a fair few years ago.

The attitude I have always had was ďthatís crystal palace, just a small club from londonĒ. But after my 5th season in the last 7 years (20 years overall a season ticket holder)t with first game of the season gripes (Three occasions the ticket hasn't turned up on time, 2 occasions my ticket hasn't worked on the day!!) I wanted to complain be cause I have had enough.

Once again this happened on Saturday, my card was received Friday 12th August for our first game Saturday 13th August, only 6 months later to the day that I have paid for the privilege back in February, I should also add I am writing this on behalf of my Dad as well, if you check your records we come as a duo, home or away tickets are brought together since he first took me to my first game back in 1990.

We turn up to the game excited and ambitious with a new release of the disappointing end to last season, travelling up from Chatham in kent and accepting the 33 mile journey door to door every home game can take up to 2 hours often. Thatís not Crystal palace fault but worthy to note we do this rain, snow, sun, night or day. We turn up to the gate to walk in using our new card and surprise surprise for the 5th time in 7 seasons there is a problem. Our card does not work. Waiting 20 minutes to get a staff member to tell us what we can do now we get told by a member of staff we have to go to the Box office and que for a print off ticket. He asks us if we paid? Yes he then proceeds to say the card has been blocked! We ask why? No reason he can give us. See he explained he was new to the role and didn't have the answers, a theme I know all too well over the years with the service.

At the box office we cue for around 40 minutes, the young girl was very attentive and dealt with our issue efficiently. Sadly this was because we were not in the minority and hundreds of people had the same problem. She advises we get a print off for the game and our seasons tickets will be sent out first class Monday 15th August. WE STILL HAVE NOT RECEIVED the tickets (Thursday 18th August) and apart from what I would take a guess at being a polite 16 year old girl on the box office desk apologising. No correspondence what so ever from the club, not even a generic PR apology thatís not personal!, The attitude that makes me feel it donít matter, you have my money for the season, and any inconvenience or shoddy service to me wont change that. My fault really as I have been the fool to put up with lack of quality service, lack of knowledgeable Staff and over inflated prices of Food, Drink and merchandise, because that what a Loyal Football Fan does we turn a blind eye.

The club I love have Chosen to strip back the squad (so far), produce merchandise thatís ridiculously expensive, provide a match day experience that would not be sufficient for a league 2 club at times (Ques for bars and toilets ridiculously long, Sound system thatís to loud and then too quite, card reading machine that donít work properly, warm pint, electric billboards facing the crowd? annoyingly changing every second whilst im trying to enjoy the spectacle there to really watch, toilets that are atrocious and never seem to be upgraded or even clean sufficiently) I have to monitor my own loyalty point scheme because its been wrong on many occasions. At this point it is relevant to add we could not gain loyalty points for the food and drink we brought in the ground as our cards did not work and taken off us! No receipt was provided? How do I redeem this? Can I ? Does anyone really care?

All in all the experience on Saturday was negligent in all forms from the club I loyally try to support to my full capacity taking a huge dent in my disposable income to do so, and I for the first time in my life of 28 years have started to think why do I bother ? What does it matter? The days of me being cherish as a fan have sadly gone. Managers, players and all forms of Staff will walk in and out of the club but the fans, they stay, im one of them, I go through it all with my Father and we will but for how much longer im not quite so sure.

After my long complaint I want to summarise I donít want the earth the be moved, I just want to be able to travel to a game, walk in, enjoy a reasonable priced food and drink, watch an entertaining game of football, and now and again have some appreciation shown my way for the effort we put in.

THE SOUL OF THE CLUB IS SLOWLY DRIFTING AWAY, WITH FANS LIKE ME CONTEMPLATING MY LOYALTY I CAN SEE WHY. BUT DOES CRYSTAL PALACE, THE CORPORATE MACHINE IT HAS BECOME CARE ? SADLY I DONíT THINK SO, so I write to you all to give me hope that what I love and adore AND PAY A VAST AMOUNT OF MONEY FOR and donít want to give up is all worthwhile?

Kind Regards

Craig xxxxxx Age 28 and Don xxxxxx Age 56 (loyal fans of support of over 70 years between us)

CC email is my father; he deserves the basic service I request too.

I wait for the reply in hope more than in anticipation.


 

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View Frickin Saweet's Profile Frickin Saweet Flag South Cronx 22 Aug 16 10.54am Send a Private Message to Frickin Saweet Add Frickin Saweet as a friend

first game of the season was a disaster on many levels. The new card system failed which caused all sorts of problems - not least wth everyone getting into the ground.

What could Palace have done?

1 - better management of the firm that installed the new card system to ensure it was tested akin to a real matchday
2 - a better plan B in place in case the new system failed

Not much else. They're trying to upgrade the ground, early teething problems are inevitable.

 

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View Spiderman's Profile Spiderman Flag Horsham 22 Aug 16 11.38am Send a Private Message to Spiderman Add Spiderman as a friend

Originally posted by INTER YANAN !

I thought I would make an email public that I sent palace on Thursday morning, AS of yet i have heard no response, just wondered if anyone else is bit fed up like myself, not really to do with performances (obviously this has an effect).

Many wont agree with me or will see it as a stop moaning about everything kind of post, but i wanted to see if someone could put a spin on it and make me think i am being to harsh or expecting to much ?

i sent it to customer sevices, sales office, box office and Anna.mccarthy

To All it May Concern,

I have never in my 28 years ever wrote a letter of complaint regarding a good or service, I am a laid back man who doesn't care passionately enough in many case to get disgruntled with poor service or quality. However after the service in which my club im loyal too has given me over the years, I should probably done this a fair few years ago.

The attitude I have always had was ďthatís crystal palace, just a small club from londonĒ. But after my 5th season in the last 7 years (20 years overall a season ticket holder)t with first game of the season gripes (Three occasions the ticket hasn't turned up on time, 2 occasions my ticket hasn't worked on the day!!) I wanted to complain be cause I have had enough.

Once again this happened on Saturday, my card was received Friday 12th August for our first game Saturday 13th August, only 6 months later to the day that I have paid for the privilege back in February, I should also add I am writing this on behalf of my Dad as well, if you check your records we come as a duo, home or away tickets are brought together since he first took me to my first game back in 1990.

We turn up to the game excited and ambitious with a new release of the disappointing end to last season, travelling up from Chatham in kent and accepting the 33 mile journey door to door every home game can take up to 2 hours often. Thatís not Crystal palace fault but worthy to note we do this rain, snow, sun, night or day. We turn up to the gate to walk in using our new card and surprise surprise for the 5th time in 7 seasons there is a problem. Our card does not work. Waiting 20 minutes to get a staff member to tell us what we can do now we get told by a member of staff we have to go to the Box office and que for a print off ticket. He asks us if we paid? Yes he then proceeds to say the card has been blocked! We ask why? No reason he can give us. See he explained he was new to the role and didn't have the answers, a theme I know all too well over the years with the service.

At the box office we cue for around 40 minutes, the young girl was very attentive and dealt with our issue efficiently. Sadly this was because we were not in the minority and hundreds of people had the same problem. She advises we get a print off for the game and our seasons tickets will be sent out first class Monday 15th August. WE STILL HAVE NOT RECEIVED the tickets (Thursday 18th August) and apart from what I would take a guess at being a polite 16 year old girl on the box office desk apologising. No correspondence what so ever from the club, not even a generic PR apology thatís not personal!, The attitude that makes me feel it donít matter, you have my money for the season, and any inconvenience or shoddy service to me wont change that. My fault really as I have been the fool to put up with lack of quality service, lack of knowledgeable Staff and over inflated prices of Food, Drink and merchandise, because that what a Loyal Football Fan does we turn a blind eye.

The club I love have Chosen to strip back the squad (so far), produce merchandise thatís ridiculously expensive, provide a match day experience that would not be sufficient for a league 2 club at times (Ques for bars and toilets ridiculously long, Sound system thatís to loud and then too quite, card reading machine that donít work properly, warm pint, electric billboards facing the crowd? annoyingly changing every second whilst im trying to enjoy the spectacle there to really watch, toilets that are atrocious and never seem to be upgraded or even clean sufficiently) I have to monitor my own loyalty point scheme because its been wrong on many occasions. At this point it is relevant to add we could not gain loyalty points for the food and drink we brought in the ground as our cards did not work and taken off us! No receipt was provided? How do I redeem this? Can I ? Does anyone really care?

All in all the experience on Saturday was negligent in all forms from the club I loyally try to support to my full capacity taking a huge dent in my disposable income to do so, and I for the first time in my life of 28 years have started to think why do I bother ? What does it matter? The days of me being cherish as a fan have sadly gone. Managers, players and all forms of Staff will walk in and out of the club but the fans, they stay, im one of them, I go through it all with my Father and we will but for how much longer im not quite so sure.

After my long complaint I want to summarise I donít want the earth the be moved, I just want to be able to travel to a game, walk in, enjoy a reasonable priced food and drink, watch an entertaining game of football, and now and again have some appreciation shown my way for the effort we put in.

THE SOUL OF THE CLUB IS SLOWLY DRIFTING AWAY, WITH FANS LIKE ME CONTEMPLATING MY LOYALTY I CAN SEE WHY. BUT DOES CRYSTAL PALACE, THE CORPORATE MACHINE IT HAS BECOME CARE ? SADLY I DONíT THINK SO, so I write to you all to give me hope that what I love and adore AND PAY A VAST AMOUNT OF MONEY FOR and donít want to give up is all worthwhile?

Kind Regards

Craig xxxxxx Age 28 and Don xxxxxx Age 56 (loyal fans of support of over 70 years between us)

CC email is my father; he deserves the basic service I request too.

I wait for the reply in hope more than in anticipation.



I had the same, told tickets were blocked, went to Box Office who said they were not blocked. Given paper ticket and assurances it would not happen again...who knows. I emailed box office the next day, have received no reply. Pretty poor considering the amount I have paid out for 2 season tickets.
Can anyone confirm if we are to receive new tickets or are the originals going to be ok?

 

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View SwordFish's Profile SwordFish Flag Peasmarsh,East Sussex 22 Aug 16 11.44am Send a Private Message to SwordFish Add SwordFish as a friend

Originally posted by INTER YANAN !

I thought I would make an email public that I sent palace on Thursday morning, AS of yet i have heard no response, just wondered if anyone else is bit fed up like myself, not really to do with performances (obviously this has an effect).

Many wont agree with me or will see it as a stop moaning about everything kind of post, but i wanted to see if someone could put a spin on it and make me think i am being to harsh or expecting to much ?

i sent it to customer sevices, sales office, box office and Anna.mccarthy

To All it May Concern,

I have never in my 28 years ever wrote a letter of complaint regarding a good or service, I am a laid back man who doesn't care passionately enough in many case to get disgruntled with poor service or quality. However after the service in which my club im loyal too has given me over the years, I should probably done this a fair few years ago.

The attitude I have always had was ďthatís crystal palace, just a small club from londonĒ. But after my 5th season in the last 7 years (20 years overall a season ticket holder)t with first game of the season gripes (Three occasions the ticket hasn't turned up on time, 2 occasions my ticket hasn't worked on the day!!) I wanted to complain be cause I have had enough.

Once again this happened on Saturday, my card was received Friday 12th August for our first game Saturday 13th August, only 6 months later to the day that I have paid for the privilege back in February, I should also add I am writing this on behalf of my Dad as well, if you check your records we come as a duo, home or away tickets are brought together since he first took me to my first game back in 1990.

We turn up to the game excited and ambitious with a new release of the disappointing end to last season, travelling up from Chatham in kent and accepting the 33 mile journey door to door every home game can take up to 2 hours often. Thatís not Crystal palace fault but worthy to note we do this rain, snow, sun, night or day. We turn up to the gate to walk in using our new card and surprise surprise for the 5th time in 7 seasons there is a problem. Our card does not work. Waiting 20 minutes to get a staff member to tell us what we can do now we get told by a member of staff we have to go to the Box office and que for a print off ticket. He asks us if we paid? Yes he then proceeds to say the card has been blocked! We ask why? No reason he can give us. See he explained he was new to the role and didn't have the answers, a theme I know all too well over the years with the service.

At the box office we cue for around 40 minutes, the young girl was very attentive and dealt with our issue efficiently. Sadly this was because we were not in the minority and hundreds of people had the same problem. She advises we get a print off for the game and our seasons tickets will be sent out first class Monday 15th August. WE STILL HAVE NOT RECEIVED the tickets (Thursday 18th August) and apart from what I would take a guess at being a polite 16 year old girl on the box office desk apologising. No correspondence what so ever from the club, not even a generic PR apology thatís not personal!, The attitude that makes me feel it donít matter, you have my money for the season, and any inconvenience or shoddy service to me wont change that. My fault really as I have been the fool to put up with lack of quality service, lack of knowledgeable Staff and over inflated prices of Food, Drink and merchandise, because that what a Loyal Football Fan does we turn a blind eye.

The club I love have Chosen to strip back the squad (so far), produce merchandise thatís ridiculously expensive, provide a match day experience that would not be sufficient for a league 2 club at times (Ques for bars and toilets ridiculously long, Sound system thatís to loud and then too quite, card reading machine that donít work properly, warm pint, electric billboards facing the crowd? annoyingly changing every second whilst im trying to enjoy the spectacle there to really watch, toilets that are atrocious and never seem to be upgraded or even clean sufficiently) I have to monitor my own loyalty point scheme because its been wrong on many occasions. At this point it is relevant to add we could not gain loyalty points for the food and drink we brought in the ground as our cards did not work and taken off us! No receipt was provided? How do I redeem this? Can I ? Does anyone really care?

All in all the experience on Saturday was negligent in all forms from the club I loyally try to support to my full capacity taking a huge dent in my disposable income to do so, and I for the first time in my life of 28 years have started to think why do I bother ? What does it matter? The days of me being cherish as a fan have sadly gone. Managers, players and all forms of Staff will walk in and out of the club but the fans, they stay, im one of them, I go through it all with my Father and we will but for how much longer im not quite so sure.

After my long complaint I want to summarise I donít want the earth the be moved, I just want to be able to travel to a game, walk in, enjoy a reasonable priced food and drink, watch an entertaining game of football, and now and again have some appreciation shown my way for the effort we put in.

THE SOUL OF THE CLUB IS SLOWLY DRIFTING AWAY, WITH FANS LIKE ME CONTEMPLATING MY LOYALTY I CAN SEE WHY. BUT DOES CRYSTAL PALACE, THE CORPORATE MACHINE IT HAS BECOME CARE ? SADLY I DONíT THINK SO, so I write to you all to give me hope that what I love and adore AND PAY A VAST AMOUNT OF MONEY FOR and donít want to give up is all worthwhile?

Kind Regards

Craig xxxxxx Age 28 and Don xxxxxx Age 56 (loyal fans of support of over 70 years between us)

CC email is my father; he deserves the basic service I request too.

I wait for the reply in hope more than in anticipation.


That's a great email mate if you do not hear anything back contact steve parish on Twitter
He does find time to get back to people

 


ďThis is a crisis, a large crisis.... in fact if you have a moment, itís a 12 storey crisis, magnificent entrance hall, carpeting throughout, 24 hour portage , and an enormous sign on the roof saying ďThis , is a large crisisĒ - Edmund Blackadder

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View Mikep1981's Profile Mikep1981 Flag Sutton 22 Aug 16 11.47am Send a Private Message to Mikep1981 Add Mikep1981 as a friend

ive emailed the membership email numerous times as didnt receive confirmation, or the shirt for my son (and still havent!) even though it was order nearly 2 weeks ago. I finally get a email back from the membership manager

"Apologies for the delay here. The shirt has arrived with our mailing house and is now being processed to be sent out with the Junior Member welcome pack."

Kind regards

 

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View Percy of Peckham's Profile Percy of Peckham Flag Eton Mess 22 Aug 16 11.50am Send a Private Message to Percy of Peckham Add Percy of Peckham as a friend

Ffs, it's very simple to test the entry system and how difficult is it to mail out a ticket in good time? Leaving it so late meant there was no time to rectify mistakes.

Clearly, there should have been a contingency plan to cover any failings with the ticketing/ entry system but...

A) the club seems to leave absolutely everything to the last minute,
B) currently, it seems incapable of effective planning at any level.

SP has already said more has to be done at the club for the corporate fan base (because it's where all the money is) so perhaps our limited resource has been directed at managing them? All this coupled with the $hite out on the pitch which is well covered elsewhere on the forum makes Selhurst an increasingly unattractive place to go.

And before some clever dick points out that I don't have to go. I've been a season ticket holder for the majority of years since 1969 but this may well be my final season.

Edited by Percy of Peckham (22 Aug 2016 1.32pm)

 


Denial is not just a river in Egypt!

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View Palace_Jack's Profile Palace_Jack Flag Croydon 22 Aug 16 12.01pm Send a Private Message to Palace_Jack Add Palace_Jack as a friend

Originally posted by SwordFish

That's a great email mate if you do not hear anything back contact steve parish on Twitter
He does find time to get back to people

I don't really think tweeting Parish about something like this, is a great use of his time do you?
Everyone is moaning about signings and the playing side of the club - Now we want him to get down to the box office and sort things out!

Find an email for someone at the club, look other figure heads/dept heads up on twitter/linkedin. Surely there's a head of customer service?

The club employees people to deal with this, tweeting parish to tell him the toilets are blocked and the beer is warm will result in him eventually not replying to everyone.

The OP has a fair gripe and I'm sure if you can speak to the right person it'll be resolved.

 

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View briandavis's Profile briandavis Flag Udon Thani 22 Aug 16 12.04pm Send a Private Message to briandavis Add briandavis as a friend

Sad reading indeed.

I quote, from the introduction to We All Follow the Palace (1993)

"Crystal Palace is a real football club, supported by real people, not a corporate marketing exercise which is what many of English football's more 'glamourous' names have become.

and

"It is to be hoped that we will always retain our small club attitude...."

Times may have changed!

 

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View 20 Spaces Isnt Enoug's Profile 20 Spaces Isnt Enoug Flag Bolton 22 Aug 16 12.54pm Send a Private Message to 20 Spaces Isnt Enoug Add 20 Spaces Isnt Enoug as a friend


My Gold Membership pack hadn't arrived before WBA

game. So, E.Mailed, and was told that those who

applied July onwards would have to wait until after

WBA game.

I emailed back and told them I'd ordered in June.

They then changed tack and said mine would be going out

in the week after WBA [ So no online programme ]

and finished by saying that when order processed it

would then be 2 to 3 weeks to arrive.

I emailed back and said if delivery was from UK, I

could walk there in 3 weeks and collect it!

 

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jamiemartin721 Flag Reading 22 Aug 16 1.12pm

Originally posted by Frickin Saweet

first game of the season was a disaster on many levels. The new card system failed which caused all sorts of problems - not least wth everyone getting into the ground.

What could Palace have done?

1 - better management of the firm that installed the new card system to ensure it was tested akin to a real matchday
2 - a better plan B in place in case the new system failed

Not much else. They're trying to upgrade the ground, early teething problems are inevitable.

It depends where the faults were. If they were with the cards, rather than the readers, then its almost impossible to 'test' this.

Certainly, if its with the reader system, then its much easier to test, as you can run each one against sample data, virtually, via scripts (which is probably what the third party did).

You can easily stress test the network system

What is really difficult is of course to test the cards against the actual readers, as that's a mammoth undertaking (and in likelihood would lead to the cards being delayed).

In the past the problems usually have been with misprinted cards, rather than the system. Given the number printed, and time frame, you'd expect at least a 5% error ratio, given the lack of formal verification, as a successful operative basis (considering the variables). Which is around 850 faulty season tickets per season.

So if you get an iterative problem in the cards or readers, or printing, then its not surprising when the impact is dramatic. That's before allowing for problems in the association of system data against card data with printing data (non-digital data).

Ideally, the club would 'hold a game' pre-season that would 'attract in the season ticket holders'. In reality, you could have Real Madrid and Naked Crystals, and still struggle to get 40% of season ticket holders in.

But in reality the cost in testing this thoroughly each season, far exceeds the impact.

 


"One Nation Under God, has turned into One Nation Under the Influence of One Drug"
[Link]

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jamiemartin721 Flag Reading 22 Aug 16 1.19pm

Originally posted by briandavis

Sad reading indeed.

I quote, from the introduction to We All Follow the Palace (1993)

"Crystal Palace is a real football club, supported by real people, not a corporate marketing exercise which is what many of English football's more 'glamourous' names have become.

and

"It is to be hoped that we will always retain our small club attitude...."

Times may have changed!

I don't see where the issue here is. In my experience small clubs have poor box office, low staffing levels, poor technical infrastructure and frustrating box offices - Its been that way since I was a kid. Unprofessional, slightly slap dash bolstered by enthusiasm and cynical humour.

Anyone who thinks were a slick corporate marketing exercise, has never been to Selhurst park. Everything about our club screams 'punching about our weight' compared to slick financed corporate clubs.

Even my local team Reading, have a more modern ground in a modern business complex, out of town etc.

There is nothing slick about us. Tatty old ground, with lots of character, right in the middle of the community, with poor, minimal facilities, with fans taking the p*ss as a coping mechanism.

 


"One Nation Under God, has turned into One Nation Under the Influence of One Drug"
[Link]

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View Aray's Profile Aray Flag South London 22 Aug 16 1.21pm Send a Private Message to Aray Add Aray as a friend

i feel your pain. I too had to complain to the club about my season ticket - I was given the wrong seat! Long story but the club sorted it out quite effectively. I emailed the customer services chaps...

 

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