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Club Communication is Poor

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I've had a few issues with the club over the years and this year in particular. I have had a issue with my families memberships that has not been sorted out in a timely or satisfactory manner and I do not know what to do. It's almost impossible to speak with or get someone with some authority to speak with or call back.

Anybody else had issues with poor communication from the club and did you get it resolved?

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Yeah, I try not to get too emotional about it but the membership department communications have always been pretty poor. You really just have to keep ringing back until you get someone who actually knows what they are doing. I assume there are a lot of volunteers trying to do their best but who don't really know how to do much :(

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I was on put on hold for over 20 minutes when making a membership inquiry late last year. It was the middle of November, hardly peak season for them. It was pretty poor I thought.

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Posted (edited)

It is a shame there have been some unsatisfactory experiences with the membership department.  I need to put in a good word for them.  I thought during the finals series they were outstanding helping people thru the ticketing process.  Ditto during the early days of the membership renewal to get reserved seats together.

They were also inundated with requests for memberships, upgrades and reserved seat requests in Sept/Oct.  November is close to peak period - the team was trying to satisfy all member requests and update their info for it to go to the mailing house in time to get packs out promptly.

@pewpewpewsend an email to the membership department and mark it for Tracy's attention.  I found her to be outstanding. 

Edited by Lucifer's Hero
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I've had some terrible experiences with the club but also some good helpful experiences. I guess it sometimes is a matter of who you get helping you.

I heard a rumour that some appointments in the communications department didn't pan out but I'm not sure if this is the communications that you are referring to.

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3 hours ago, pewpewpew said:

I've had a few issues with the club over the years and this year in particular. I have had a issue with my families memberships that has not been sorted out in a timely or satisfactory manner and I do not know what to do. It's almost impossible to speak with or get someone with some authority to speak with or call back.

Anybody else had issues with poor communication from the club and did you get it resolved?

Never before but this year with just one game query and ticketing, the response was rather abstract and uncertain. They must have changed personnel, hopefully, that will improve. 

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Ive always had positive experiences with the staff but the wait times are crazy sometimes

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I received a membership pack sans my membership card. I could not get in the ground for Round 1 and the communication was poor and the reparations nil. I would have thought maybe they'd throw in a few guest passes to make up for it. I ended up getting my membership but I barely got an apology. Not good enough for a 20 plus year member.

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I don't think I've ever had to call the club, other than to sign up my daughters when they were born.  Never had an issue.

That's not to say others don't, but I don't think we should be painting the 'club communication' as all doom and gloom.

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Always found the staff pleasant and helpful over the years. Last November there were some hiccups. Didn't receive memberships before Christmas as usual but late January. Shocked that the membership cards were made of cardboard, like tram tickets, the old Metcards. Had to wait till the office re-opened to find out why. Apparently there was a problem with the company producing the membership cards(?). Received new plastic ones before the season. Perhaps Melbourne is a victim of its own success? Not used to people wanting to sign up early, especially with the new guaranteed Grand Final ticket option? Not sure what the reason is. I can only speculate.

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I think they've improved out of sight over the past couple of years -  particularly given the volume uplift in members they've had to deal with.

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I’ve been relentlessly crank calling them over the first 3 rounds, probably why no one can get through. 

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This is pretty frivolous, but it was my birthday recently and I didn’t receive an email with an offer for a 20% discount at the demon shop (I’ve got a premium membership). A friend of mine (who’s a 3 game member) got an email for this offer for his birthday in March. 

I msged the club on twitter and they confirmed it was an oversight and they did have my d.o.b in the system. They said they’d send me an email with the discount but it’s been a couple of weeks and nothing. Have since followed them up and waiting to hear back.

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Most of the time in customer service, the service you receive is a direct reflection of your attitude and the way you talk to people. I can bet my bottom dollar that people experiencing this “poor service” are also the type to lose patience with people easily. This fits into the profile of someone who feels the need to complain about such minor inconveniences online looking for validation. 

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51 minutes ago, Smokey said:

Most of the time in customer service, the service you receive is a direct reflection of your attitude and the way you talk to people. I can bet my bottom dollar that people experiencing this “poor service” are also the type to lose patience with people easily. This fits into the profile of someone who feels the need to complain about such minor inconveniences online looking for validation. 

What? are you for real? You're saying people who recieve poor service deserve it because they are obviously whingers?

Can you supply some stats to back this up?

Thought not.

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My mate’s dad passed away late last year (64 year member). I called the club to let them know and they rapidly arranged a card for the family (also long term members). Subtle, classy and excellent  customer service I thought.

 

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The club was great during finals in assisting and communicating with the fans. Their social media was great too. 

This year it seems to be severely lacking. I had membership issues and didn't get my kids memberships for Christmas as promised and the communication was terrible. 

I also think they have cut costs in their online presence in 2019. They were far superior than other clubs last year but this year they are lagging behind the rest of the league. 

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Posted (edited)
7 hours ago, Moonshadow said:

What? are you for real? You're saying people who recieve poor service deserve it because they are obviously whingers?

Can you supply some stats to back this up?

Thought not.

Did you just ask me to back up an opinion with stats on my experience working in customer service as a teenager? Hahaha that’s a new one. Yes moonshadow, I have had a bloke from champion data following me around my entire life just for this moment. 

Can you provide stats on completely subjective topics centred around personal experiences in life?  

Thought not! 

Edited by Smokey

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7 hours ago, DeeGee said:

My mate’s dad passed away late last year (64 year member). I called the club to let them know and they rapidly arranged a card for the family (also long term members). Subtle, classy and excellent  customer service I thought.

 

 

 I’ve never had any problems with the customer service. I once ordered a coat for my wife from the demon shop in the wrong size. As it was for a birthday, they sent me the correct size immediately so it arrived to me in time even before they received the original one back from me. Awesome customer service. 

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9 hours ago, Smokey said:

Most of the time in customer service, the service you receive is a direct reflection of your attitude and the way you talk to people. I can bet my bottom dollar that people experiencing this “poor service” are also the type to lose patience with people easily. This fits into the profile of someone who feels the need to complain about such minor inconveniences online looking for validation. 

This is complete rubbish. All of it

 Capped off with an ironic insult that stands in direct contradiction to your first line.

Perhaps I'm missing something and it is one of your attempts at 'ironic' satire?

Either way  rubbish.

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never had issues but I've seen way more people complain about the membership department this year than in past years.

You could always jump on Linkedin and message one of the board members/higher ups. I'd keep it very high level, not like your standard Facebook message. Very professional. We are stakeholders afterall. 

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Posted (edited)

Never had much reason to call the club. My membership is on auto renewal and card and stuff always arrive in a timely manner before the season start. Recently I called the club to change my details and adjust my membership as I am moving permanently to Perth next week. As the person who handles these things was out to lunch  I was told she will call back.  She did within about half an hour and everything was sorted out. She was personable and engaging to deal with. Moving interstate is quite a pain and I have spend many hours on the phone changing this and that. This was one of the easier tasks I had to do.

Edited by america de cali
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1 hour ago, binman said:

This is complete rubbish. All of it

 Capped off with an ironic insult that stands in direct contradiction to your first line.

Perhaps I'm missing something and it is one of your attempts at 'ironic' satire?

Either way  rubbish.

I'm sorry you feel that way, Binman. Can't say I'll be losing any sleep tonight however. 

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3 hours ago, Smokey said:

Did you just ask me to back up an opinion with stats on my experience working in customer service as a teenager? Hahaha that’s a new one. Yes moonshadow, I have had a bloke from champion data following me around my entire life just for this moment. 

Can you provide stats on completely subjective topics centred around personal experiences in life?  

Thought not! 

I'm not the one making ridiculous comments.

You make a broad, sweeping statement based upon your experience as a teenager and call it 'an opinion'? I call it bull [censored]

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