A trail of email fails
We know there have been too many mistakes on the field recently, but the club surpasses that when it comes to communication with fans. What’s the worst cock-up you’ve seen from the club recently?
On 1 December it sent out an email giving the date of the Freiburg match a November date. “Now, it all comes down to our final group match against SC Freiburg on Thursday 14 November,” the club said.
You’d think someone there might at least have checked our fixture list. But that wasn’t the first time this season they’d got it wrong. On 3 October the club sent an email saying Notts Forest tickets were available but gave the date and kick-off time of the Everton game.
The club also sends emails urging people to buy tickets when they have already bought them. On 10 October, it sent a warning to season ticket holders who had already bought the three-match European package saying: “You will have 48 hours to purchase your own seat before the window closes on Thursday 12 October at 9am.”
The problem is, if you reply to these ticketing emails you get two automated messages back from supporter services and a day later they send an actual reply stating: “As your query is regarding Ticketing, Please email the Ticket Office.” They make no effort to pass on your query internally.
WHUST has repeatedly offered to be crash test dummies for ticketing emails coming from the club. And we’ve explained that ticketing emails should come from a ticketing email address so replies go to the ticketing department. Even if they can’t do that, supporter services should pass on ticketing queries to the ticketing department.
They’re not so much blowing bubbles as blowing raspberries at us.