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My First Letter of complaint Ever

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View steph_eagle's Profile steph_eagle Flag Thornton Heath 22 Aug 16 1.21pm Send a Private Message to steph_eagle Add steph_eagle as a friend

When I emailed to complain a while back I received an email from Sharon Lacey asking if I had received a response yet. When I said I hadn't, she got on to the box office who contacted me pretty quickly. Whilst the situation was dealt with, my main complaint was never addressed.

 

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View Spiderman's Profile Spiderman Flag Horsham 22 Aug 16 2.31pm Send a Private Message to Spiderman Add Spiderman as a friend

Originally posted by steph_eagle

When I emailed to complain a while back I received an email from Sharon Lacey asking if I had received a response yet. When I said I hadn't, she got on to the box office who contacted me pretty quickly. Whilst the situation was dealt with, my main complaint was never addressed.

How do we contact her?

 

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View sitdownstandup's Profile sitdownstandup Flag 22 Aug 16 2.32pm Send a Private Message to sitdownstandup Add sitdownstandup 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.


Great email mate... I think this is the way to get the club's attention and and try and encourage them to get their act together... a well written, thoughtful and respectful email explaining clearly the problems that are being experienced by many supporters... Hope they respond in a positive way.

 


I never use a napkin on my lap at a restaurant... because I believe in myself.

Hannibal Burress

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View paperhat's Profile paperhat Flag croydon 22 Aug 16 3.14pm Send a Private Message to paperhat Add paperhat as a friend

From the rumblings I heard at the West Brom game and since, your point of view isn't a sole one.

We do seem to be being distanced, if by mistake, from the club like we don't matter.

Have Parish et al ever experienced the 'matchday experience' from the arthur or lower/upper holmesdale? I'd like to think if they had, that we wouldn't have too many more days like that.

That said, maybe a few clips from a phone video recording sent to them would give them an insight?

 


Clinton is Clinton. I have known him for a long time, I know his mother... Simon Jordan


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View Stuk's Profile Stuk Flag Top half 22 Aug 16 3.24pm Send a Private Message to Stuk Add Stuk 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 think that might be just over 140 characters.

 


Optimistic as ever

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View steph_eagle's Profile steph_eagle Flag Thornton Heath 22 Aug 16 5.05pm Send a Private Message to steph_eagle Add steph_eagle as a friend

Originally posted by Spiderman

How do we contact her?

Sharon.lacey@cpfc.co.UK

 

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View bicycle repair man's Profile bicycle repair man 22 Aug 16 6.01pm Send a Private Message to bicycle repair man Add bicycle repair man 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.



What a tremendous and heartfelt post.I agree the treatment of the fans is becoming more and more shabby.Large number of fans missed a big chunk of the W Brom game or didn't get to see it at all because of faulty or missing season tickets.Did anyone receive any compensation or even an apology?
There are lots of little things that show that the Powers that be at Selhurst Park are becoming more and more detached from the fans.I recently wrote a post saying so and got called a "plastic"a "nigel" etc.And I've be supporting Palace even longer than your Dad.

 

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View rmdavis02's Profile rmdavis02 Flag 22 Aug 16 6.31pm Send a Private Message to rmdavis02 Add rmdavis02 as a friend

It's a really good e-mail and deserves a proper considered response from the club. I am sure SP would be mortified if he knew how you have been treated on the day and would want to compensate you properly for your inconvenience, perhaps by inviting you and your dad to sit with him in the director's lounge or whatever it's called. Please don't stop supporting the club. I know we have to put up with a lot, but I reckon the Board genuinely want to improve fans' experience even if they don't always succeed. I'll be watching out here for developments.

 

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View Crawfc's Profile Crawfc Flag Tonbridge 22 Aug 16 7.29pm Send a Private Message to Crawfc Add Crawfc as a friend

I cannot believe that the club isn't aware of the feeling about the WBA game; season tickets, loyalty scheme, beer running out, poor bar service, new advertising hoardings etc.

It will be interesting to see if there is ever any acknowledgement or apology via their connections to fans; this board, Twitter, Croydon Advertiser, their own web site.

You can only summarise that they don't care - I know Martin Long from old, he was my boss for years - he always put the customer first. Sadly the cpfc of today doesn't. We are the customers, not just Sky to or Coporate customers (and their names don't even appear on the hospitality boxes),

Before I even start on the announcer Mike change let's hope tomorrow is a better experience at the Blackpool game.

 

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View bicycle repair man's Profile bicycle repair man 22 Aug 16 7.38pm Send a Private Message to bicycle repair man Add bicycle repair man as a friend

Originally posted by steph_eagle

When I emailed to complain a while back I received an email from Sharon Lacey asking if I had received a response yet. When I said I hadn't, she got on to the box office who contacted me pretty quickly. Whilst the situation was dealt with, my main complaint was never addressed.

Sharon Lacey is very good she sorted out my missing loyalty points quickly.After various emails to the box office and the club etc with no replies;some one told me to put her name on the email I did and she was brilliant.

 

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View daneagle's Profile daneagle Flag Bromley 22 Aug 16 8.20pm Send a Private Message to daneagle Add daneagle as a friend

Originally posted by bicycle repair man


What a tremendous and heartfelt post.I agree the treatment of the fans is becoming more and more shabby.Large number of fans missed a big chunk of the W Brom game or didn't get to see it at all because of faulty or missing season tickets.Did anyone receive any compensation or even an apology?
There are lots of little things that show that the Powers that be at Selhurst Park are becoming more and more detached from the fans.I recently wrote a post saying so and got called a "plastic"a "nigel" etc.And I've be supporting Palace even longer than your Dad.
[qoute]

Surely this is something those fans should be very grateful of


I feel your pain mines going back into the pot after this season can't afford it anymore .. I'm sure the club won't lose too much sleep some tout on the waiting list can have it !!

Edited by daneagle (22 Aug 2016 8.21pm)

 


Why, for the love of god why!!!!!!!!!!!!!!!!!!!!!

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View Holmesdale Steve's Profile Holmesdale Steve Flag East Grinstead 22 Aug 16 8.39pm Send a Private Message to Holmesdale Steve Add Holmesdale Steve as a friend

My season ticket did not arrive before the West Brom game so I emailed the box office who did actually get back to me saying that it would be available for collection on match day.
After queuing for 30mins.......no ticket waiting for me!! I was given a paper ticket and told that my season ticket would be posted out on the Monday.
I have since emailed the box office twice politely asking for an update and heard nothing back (not even an "email read" confirmation.
Pretty poor show really. The club were happy to take my money back in February.

 


There's a bloke down my road who walks round in a Tesco's carrier bag. Turns out he is a brighton faggot.

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