Ticketing System Issues

[dickie]

My son is currently trying to get his Taps for the Arsenal game put on his account. Can't believe he is the only one that has this issue. Is it a manual or automated process.

This is the best bit, 7 days after the game.
Email to [email protected]

Dear BFC
My Arsenal Taps haven't been credited to my account yet.

3 days later came the reply.

Dear customer,
Ticketing accounts who were allocated an Arsenal ticket have now been rewarded with the relevant Taps.
Cheers
BFC

Clearly not for me otherwise I wouldn't be emailing you!

Bang head on desk. Repeat.

Make sure you check your runn Taps total.

i have this issue too. Tried to call, can’t get through. Emailed last week and again this week, nothing. I know they’re busy but when you email and the reply says they’ll get back to you within 72 hours that’s pretty hopeless.

 

[Isleworth_Bee]

No idea what my Taps were before Arsenal and Palace.

 

[Deanos196]

As a bit of insurance I’d be making a Note of what games you attended and the taps you should have gained shouldn’t have to but we all know what this systems like

 

[Worthing Red]

Was the ticket scanned or did he have trouble getting in ??

Maybe TAPS only go on if according to club you attended the match ??

We both scanned with printed at home ticket. Mine were added soon after.

 

[PhilE]

You don’t see a problem with that ?!?

Look again maybe ….concentrate on the middle bullet point

I said that I did not see a BIG problem with that...bearing in mind it was well communicated.

I was actually one of those that would have liked to purchase at 10am but waiting 4 hours was hardly the biggest inconvenience. As @Herbert says the club doesn't want it like this and is trying to resolve which is great but in the meantime I wont be losing sleep and there are certainly other issues that are of more concern.

 

[nocoat]

I said that I did not see a BIG problem with that...bearing in mind it was well communicated.

I was actually one of those that would have liked to purchase at 10am but waiting 4 hours was hardly the biggest inconvenience. As @Herbert says the club doesn't want it like this and is trying to resolve which is great but in the meantime I wont be losing sleep and there are certainly other issues that are of more concern.

I was just talking about the typos mate ?

 

[PhilE]

I was just talking about the typos mate ?

Ah that. .

I actually did type the 2pm bit but then ended up inadvertently deleting. I dropped my phone a couple of weeks ago and about 20% of my screen is touch defective so typing is a bit of a challenge at the moment.

 

[Judio1999]

We both scanned with printed at home ticket. Mine were added soon after.

Sounds like both tickets were added in your name for TAPS purposes by the system.
You can only get one lot of TAPS per match

 

[Worthing Red]

Sounds like both tickets were added in your name for TAPS purposes by the system.
You can only get one lot of TAPS per match

He purchased the tickets in his account and allocated me as a F&f and my Taps increased by 10.

Something doesn't work in the system. How many others unknowingly have incorrect taps.

 

[Judio1999]

I would guess everyone

 

[hobbsy]

i have this issue too. Tried to call, can’t get through. Emailed last week and again this week, nothing. I know they’re busy but when you email and the reply says they’ll get back to you within 72 hours that’s pretty hopeless.

More staff are being hired and a new phone system is going in.

 

[Banana]

BIAS's write-up

Feedback from first Ticketing User Group meeting

On Thursday 26th August members of the BIAS Committee along with representatives from The Griffin Park Grapevine and Bees United met with CEO Jon Varney, Director of Technology Mike Morris plus the…

bias.org.uk

 

[rebus]

More staff are being hired and a new phone system is going in.

The current one hasn’t lasted long then.

 

[StevieSteve]

BIAS's write-up

Feedback from first Ticketing User Group meeting

On Thursday 26th August members of the BIAS Committee along with representatives from The Griffin Park Grapevine and Bees United met with CEO Jon Varney, Director of Technology Mike Morris plus the…

bias.org.uk

Looks positive, but would I be right in thinking that the Remedial actions and associated deadlines will be decided out of sight of BiAS? e.g. by when should the club have contacted the other Securitex clubs?

It's probably asking too much that the entire plan be published to be scrutinised by all and sundry but it would make sense to be told what the next milestone is so that the next meeting has something it can quantitively measure rather than just being told that things are moving in the right direction.

 

[Banana]

Looks positive, but would I be right in thinking that the Remedial actions and associated deadlines will be decided out of sight of BiAS? e.g. by when should the club have contacted the other Securitex clubs?

It's probably asking too much that the entire plan be published to be scrutinised by all and sundry but it would make sense to be told what the next milestone is so that the next meeting has something it can quantitively measure rather than just being told that things are moving in the right direction.

We've been promised milestone dates will be shared. However I'm not sure that that's the be all and end all. A joint fans/club view on what needs to be fixed and in what order is more important IMHO.

I'm pretty pragmatic in all of this, if we choose a system then either i) we need to be sure that that meets our needs or ii) we need to change our requirements to match the system. We seem to have a system that doesn't meet our requirements, a legacy of our mate Kurt, and we haven't changed our requirements to meet the system.

To be frank, I reckon most of our issues are more "implementation" (or club) issues rather than Securtix issues. But that's not proven yet. However we have what would appear to be an entirely new senior ticketing team, learning the system, and making errors that they believe that they will not to make again.

 

[Ashford Bees]

For the love of sweet Jesus, is everyone else getting an error message when attempting to buy wolves tickets this morning. Sat on the phone for 1 hour waiting for someone to answer (only 8 people in the queue). This is getting beyond a joke @Reg.

 

[Banana]

For the love of sweet Jesus, is everyone else getting an error message when attempting to buy wolves tickets this morning. Sat on the phone for 1 hour waiting for someone to answer (only 8 people in the queue). This is getting beyond a joke @Reg.

Getting a ticket won’t be a problem.

The phone system is being replaced tomorrow. So I would try then rather than today

 

[StevieSteve]

The phone system is being replaced tomorrow. So I would try then rather than today

Yeah, 'cos that's just Plug 'n' Play...

 

[Banana]

Yeah, 'cos that's just Plug 'n' Play...

Exactly. What could possibly go wrong?

 

[hobbsy]

Yeah, 'cos that's just Plug 'n' Play...

Yes, repoint your Sip trunks to the new provider. Easy peasy, consultation rates available.

 

[Judio1999]

@hobbsy

I have just purchased a Liverpool (H) ticket

When I go back into site it still says "SOLD OUT"

I thought this was changing ???

 

[hobbsy]

@hobbsy

I have just purchased a Liverpool (H) ticket

When I go back into site it still says "SOLD OUT"

I thought this was changing ???

It's changed in one place but not the carousel, I still haven't worked out where that place is where its changed though.

 

[Silly Hat]

It's changed in one place but not the carousel, I still haven't worked out where that place is where its changed though.

Just another circus…… ?

?

 

[hanworthbee]

Set up for my son but it doesn’t ask for fan number when registering so it’s allocated a new fan number, so still can’t put his ticket on exchange?

I've had trouble with this...not cracked it yet

 

[hobbsy]

I've had trouble with this...not cracked it yet

You need to email the ticket office with the original fan number and email address and then they will set up an online account.

Once done you can put on the exchange

 

[Worthing Red]

My son is currently trying to get his Taps for the Arsenal game put on his account. Can't believe he is the only one that has this issue. Is it a manual or automated process.

This is the best bit, 7 days after the game.
Email to [email protected]

Dear BFC
My Arsenal Taps haven't been credited to my account yet.

3 days later came the reply.

Dear customer,
Ticketing accounts who were allocated an Arsenal ticket have now been rewarded with the relevant Taps.
Cheers
BFC

Clearly not for me otherwise I wouldn't be emailing you!

Bang head on desk. Repeat.

Make sure you check your runn Taps total.

This is the response from BFC regarding Taps not being added after the Arsenal game. What is clear is that there is no audit trail of our Taps for checks to be made and it is up to you to prove what your pre match total was. No idea how you do this because a screenshot I believe of your Taps on your account doesn't have a date stamp. Not sure why they are talking about a reduction, never suggested that in any way.

When the Arsenal tickets were being made available for members with 950 Taps, I checked our Taps and messaged my son with his current total of 875. That is how I know they haven't been added. Not sure they will accept that message as proof.

Anyone know if there is any way of proving your pre match Taps number?

 

[hobbsy]

View attachment 27404

This is the response from BFC regarding Taps not being added after the Arsenal game. What is clear is that there is no audit trail of our Taps for checks to be made and it is up to you to prove what your pre match total was. No idea how you do this because a screenshot I believe of your Taps on your account doesn't have a date stamp. Not sure why they are talking about a reduction, never suggested that in any way.

When the Arsenal tickets were being made available for members with 950 Taps, I checked our Taps and messaged my son with his current total of 875. That is how I know they haven't been added. Not sure they will accept that message as proof.

Anyone know if there is any way of proving your pre match Taps number?

Sadly no, we had this discussion but there is no audit trail. We did suggest that there should be regular reporting or audit trails but the key problem is that SecuTix doesn't support TAPs. So it is something that has squeezed in just to give you a total.

 

[Banana]

Anyone know if there is any way of proving your pre match Taps number?

No.

Perhaps you could ask the club if they can provide you with proof to the contrary.

 

[Banana]

This is incorrect too. TAPs for home games are only awarded if you attend the game. (or maybe that is for STHers only?)

 

[Gee Bee]

You need to email the ticket office with the original fan number and email address and then they will set up an online account.

Once done you can put on the exchange

That's what I've now done, just waiting for the two fan numbers to be linked. Would be useful if it were worded on the exchange site, as I suspect it will be mainly kids ST that get back on exchange, with so many KO changes during a season.

 

[Worthing Red]

View attachment 27405

This is incorrect too. TAPs for home games are only awarded if you attend the game. (or maybe that is for STHers only?)

No you are right, we purchased Brighton tickets last week and our Taps haven't been added.

Hold on, unless....

Dear BFC
Where's the Brighton bloody Taps gone?

 

[jlove]

Perhaps, along with producing a full How to Buy a Ticket On-line User Guide, there should be a How to Make Sense of TAP's User Guide?

The Club could then create a standard Customer Service email template with RTFM...

 

[Gee Bee]

Getting a ticket won’t be a problem.

The phone system is being replaced tomorrow. So I would try then rather than today

Got through immediately this morning.

 

[epsombee2]

I’m trying to get through to the ticket office to upgrade tickets for the Liverpool match (0333 005 8521, Option 1). It just rings and rings and no one answers?
Am I ringing the correct number?

 

[Silly Hat]

I’m trying to get through to the ticket office to upgrade tickets for the Liverpool match (0333 005 8521, Option 1). It just rings and rings and no one answers?
Am I ringing the correct number?

Yes, that’s the correct number. But I’m genuinely interested as to why you think a public-facing part of Brentford would answer the phone to customers trying to give them money. Are you a new fan, by any chance?

 

[allanfinnie]

Both myself (Senior) and my son (Adult) have season tickets in the Dug out.
I recently changed my ticket to allow my Grandson (Junior) to go to the Brighton
match. There is no price difference, so could I have just let him use my season ticket
to get in ? Instead of ringing the ticket office, or going there, as I did on this occasion ?

 

[aslan]

Both myself (Senior) and my son (Adult) have season tickets in the Dug out.
I recently changed my ticket to allow my Grandson (Junior) to go to the Brighton
match. There is no price difference, so could I have just let him use my season ticket
to get in ? Instead of ringing the ticket office, or going there, as I did on this occasion ?

Simple answer, yes. But as things look to change over the next month or 2 I would make the sure it is being changed - you can do this fairly easily on the ticket website without the hassle of going to TO though

 

[Banana]

Both myself (Senior) and my son (Adult) have season tickets in the Dug out.
I recently changed my ticket to allow my Grandson (Junior) to go to the Brighton
match. There is no price difference, so could I have just let him use my season ticket
to get in ? Instead of ringing the ticket office, or going there, as I did on this occasion ?

It makes a difference as to who gets the TAPs however...

 

[aslan]

It makes a difference as to who gets the TAPs however...

Does it? When I went to transfer ticket it just gave me free reign to change the name to whatever I wanted, no "select F&F" or allocating it to a membership

 

[Banana]

Does it? When I went to transfer ticket it just gave me free reign to change the name to whatever I wanted, no "select F&F" or allocating it to a membership

Oh, how bloody brilliant. Sigh.

 

[aslan]

Oh, how bloody brilliant. Sigh.

FWIW ticket office did say you're able to reallocate TAP's to F&F? Couldn't tell me how other than "you need both parties permission" and not sure how that works either.. Maybe you can grab Nick Logan's after all

 

[daddybee]

Does it? When I went to transfer ticket it just gave me free reign to change the name to whatever I wanted, no "select F&F" or allocating it to a membership

How did you access the facility to transfer the ticket?

 

[PJ]

Yes, that’s the correct number. But I’m genuinely interested as to why you think a public-facing part of Brentford would answer the phone to customers trying to give them money. Are you a new fan, by any chance?

Bring back Winnie I say

 

[Isleworth_Bee]

How long do we have this shambles of a system for?

 

[Silly Hat]

How long do we have this shambles of a system for?

Given the demonstrable disinterest by the club in any kind of credible customer relations op, I’m gonna go out on a limb and say ‘forever’. The club very clearly doesn’t give a damn about its paying customers. If they did, they’d have sorted this fiasco (and, remember, this is just one fiasco amongst a fiasco fest) weeks and weeks ago.

Meanwhile, there are people yet to receive their STs. And there are no shirts available in the joke of a club shop (and haven’t been since *before* the freakin’ season started).

 

[Isleworth_Bee]

Given the demonstrable disinterest by the club in any kind of credible customer relations op, I’m gonna go out on a limb and say ‘forever’. The club very clearly doesn’t give a damn about its paying customers. If they did, they’d have sorted this fiasco (and, remember, this is just one fiasco amongst a fiasco fest) weeks and weeks ago.

Meanwhile, there are people yet to receive their STs. And there are no shirts available in the joke of a club shop (and haven’t been since *before* the freakin’ season started).

Sigh.

 

[aslan]

How did you access the facility to transfer the ticket?

Transfer - gives you the option to change the name on the ticket

Distribute ticket - didn't see this before, but this is to assign to a F&F, ergo TAPs.

Guess it's good, as if you wish to transfer to someone without them buying a £40 membership you can..
Seems poorly thought through that they're in separate places, you have to work out the difference yourself... They don't make it easy.

 

[Alex]

View attachment 27488
Transfer - gives you the option to change the name on the ticket

Distribute ticket - didn't see this before, but this is to assign to a F&F, ergo TAPs.

Guess it's good, as if you wish to transfer to someone without them buying a £40 membership you can..
Seems poorly thought through that they're in separate places, you have to work out the difference yourself... They don't make it easy.

Distribute ticket for what I saw when some were sent to me just sends someone else the link so they can print it, it doesn’t change who the ticket belongs to.

 

[daddybee]

View attachment 27488
Transfer - gives you the option to change the name on the ticket

Distribute ticket - didn't see this before, but this is to assign to a F&F, ergo TAPs.

Guess it's good, as if you wish to transfer to someone without them buying a £40 membership you can..
Seems poorly thought through that they're in separate places, you have to work out the difference yourself... They don't make it easy.

Thanks. I was hoping that the facility to upgrade a child's season ticket to an adult for an odd match was now on there, I seem to recall someone (Hobbsy?) saying that it would be available at some point.

 

[KcBee]

At what point does this sh*t show of ticket system end? How straight forward is it to throw some money at it and get this sorted?