Getting our season tickets before the Leeds game

I have received all my household's STs


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wanderer paul

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How can you blame Royal Mail?!!!

Look at yourselves first.

The Club had 2 months to get STs to people. Not one week.

That’s just covering your own arse by blaming someone else.
 

shaun

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How can you blame Royal Mail?!!!

Look at yourselves first.

The Club had 2 months to get STs to people. Not one week.

That’s just covering your own arse by blaming someone else.

Its actually really annoyed me. What a joke.
 

swr22

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We have 5 of our 6 STs in our family. One missing when I went to collect them at the Valencia game
 

CheeseFarmW4

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How can you blame Royal Mail?!!!

Look at yourselves first.

The Club had 2 months to get STs to people. Not one week.

That’s just covering your own arse by blaming someone else.
Not affected by this as received my ST on Tuesday, and in all fairness had faith a solution would be found one way or another, but the lack of accountability from the club is quite astonishing. Come out, put your hands up and accept sole responsibility, apologise and assure us that lessons are being learnt.
 

elw1g08

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Postman just been, no ticket.

Still awaiting one junior, not really a problem though as it's been upgraded to an adult for tomorrow anyway.
Annoying though!
Did the same mate and have not got my kids
 

Houghton Bee

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No doubt we'll get an email with three paragraphs of waffle on why it really isn't the clubs fault and blah blah blah.

Who could have predicted that message from the CEO?
 

Hippobee

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From JV:

I want to start this note by apologising for the late arrival of your Brentford Season Cards.

Welcome Packs were despatched by first class post last Friday. However delays with the delivery have meant Brentford Season Cards have been arriving too close to our first home match, creating anxiety amongst our supporters which is totally unacceptable. Our faith in the British postal system was naïve and misjudged and for this we are truly sorry.

Yesterday we announced how supporters can Print-at-Home their tickets for the Arsenal match. In hindsight we should’ve made an early call to postpone the despatch of the Brentford Season Cards until after the Arsenal match and asked everyone to use Print-at-Home tickets for this game.

If you still haven’t received your Season Card you can activate your Print-at-Home ticket for Arsenal, by going to your Season Ticket in your ticketing account and using the Transfer option relating to the Arsenal fixture. A step-by-step guide can be found here.

The off-field team here at Brentford have been working hard to answer the numerous emails and telephone calls we have received, and we will make sure all our Season Ticket Holders queries are answered and everyone will be able to gain access to the stadium on Friday night via their Brentford Season Card or Print-at-Home ticket. (Or if you have any problems, come to the stadium Box Office today before 7.30pm or tomorrow from 09:30am, preferably before 6.30pm and we’ll sort it then.)

In a previous email I expressed my frustrations at the challenges we have faced with our Digital Platforms, Ticketing Systems and fan user experience. I confirmed we have exited our EFL Digital partnership and are now reviewing our relationships with third party technology suppliers. It is clear we must deliver a much improved service to our fans, and recent events have strengthened our resolve to get on with this.

The West Ham and Valencia matches provided us all with a great opportunity to get familiar with our new home with fans in attendance. Inevitably there were some teething problems, but by and large both match days went well. Tomorrow evening will be the first time our new home will be full to capacity. Many Bees fans will be visiting for the first time and will be unfamiliar with their seat locations and the stadium facilities. Your early arrival helped us enormously for our two pre season friendlies and we urge you to get to the stadium early again tomorrow night.

As if playing our first game in the top flight of English football for 74 years wasn’t exciting enough, we are very sorry we’ve added to your stress levels by the late despatch of your Brentford Season Cards and the problems caused by the postal system. Please be assured we are working through the challenges and will do everything we can to improve.

We look forward to seeing and hearing you tomorrow night!

Up the Bees​
1987968_jonvarney.png
Jon Varney
CEO​
Pretty poor to blame Royal Mail, imo. Yes, first class mail shouldn't a week to arrive, but they should never have been despatched that late (and that's assuming they were ALL despatched them). No mention of the numerous wrong ST cards sent out either - a fair few on here, which means there will be plenty of others. As many pointed out, ST cards should have been sent out weeks ago.

As for the 'off field team working hard to answer queries', I don't doubt that, but the question is is the set up fit for purpose, are there enough staff to answer calls & e-mails, etc. I have lost count of the number of e-mails on here of fans on hold for an hour, getting up the queue then being cut off to a voice mail. That's without all the unanswered e-mails, of which I reckon must run into 4 figures at least.

Hope he's as good as his word, but this shambolic system and infrastructure cannot be allowed to continue now we are in the PL. JV needs to get a grip of this and heads should roll.
 

badgerbee

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Not great, but there is an element of accountability in there:

"In hindsight we should’ve made an early call to postpone the despatch of the Brentford Season Cards until after the Arsenal match and asked everyone to use Print-at-Home tickets for this game."

Which I think should definitley have been the approach the club should have taken............
 

wanderer paul

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Not great, but there is an element of accountability in there:

"In hindsight we should’ve made an early call to postpone the despatch of the Brentford Season Cards until after the Arsenal match and asked everyone to use Print-at-Home tickets for this game."

Which I think should definitley have been the approach the club should have taken............

There shouldn’t have been a need for “print at home”. At all.

Once again, it’s the Ticketing system and the Club Shop that needs urgent attention.

Not the time to announce some unregulated cryptocurrency app.
 

Houghton Bee

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Not great, but there is an element of accountability in there:

"In hindsight we should’ve made an early call to postpone the despatch of the Brentford Season Cards until after the Arsenal match and asked everyone to use Print-at-Home tickets for this game."

Which I think should definitley have been the approach the club should have taken............

Disagree strongly. The delay would lead to further anxiety. They should have been sent out at least a week earlier.
 

Ace Face

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Did BFC send them out or a 3rd party fulfillment company?
We really need to stop being being Premier league on the pitch but non league off it.
I am struggling to understand all this and I genuinely feel bad for my fellow BFC fans.
There needs to be a detailed review of this and it must never happen again.
 

badgerbee

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Disagree strongly. The delay would lead to further anxiety. They should have been sent out at least a week earlier.
Absolutely.
But in the event that they clearly weren't ready to go, with only 1 week left until season start, the pragmatic decision at that point should have been:
  • Don't send any
  • Get everyone to print at home
  • Get them sorted in time properly for the BHA game 1 month later.
 

wanderer paul

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Absolutely.
But in the event that they clearly weren't ready to go, with only 1 week left until season start, the pragmatic decision at that point should have been:
  • Don't send any
  • Get everyone to print at home
  • Get them sorted in time properly for the BHA game 1 month later.

Give the Club 3 months to get STs out? Seriously?!!
 
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Mr Varney has gone down the wrong route in his email. He should have just admitted the club was in the wrong, apologise for it and say that such a thing will not happen again.
I thought that was what he said?
 

TW3Bee

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So easy to blame outside influences than looking closer to home.
The ticketing website has not been fit for purpose, pretty much from when it was introduced.
The telephone system also needs attention. There has been numerous complaints on here alone of people being held in a queue, and then being cut off when reaching number one.
Can't complain about the club shop as I have only received good service from it, from posts on here there is clearly a problem there also.

Sorry to sound so negative on the eve of our first season in the Premier League.
 

Silly Hat

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Who could have predicted that message from the CEO?

As mentioned yesterday, the GPG has a current membership of nearly 10,000 - that’s the majority of our match-attending support, though of course not every member logs in regularly*. I should hope that somebody from the club has been tasked to read the most relevant posts here, and flag up to management when there’s an issue building up a head of steam that ought to be looked at. Monitoring independent supporter sites is, I think, on page 1 of The Ladybird Book on Successful Football Fan Relations Management.

I‘m hoping the CEO’s message today might be a result of the above.

I‘m with @Houghton Bee - the STs should have been sent out a week earlier. Given that we knew on 29 May that we’d be playing a Premier League fixture list, I simply cannot understand the delay in sorting this all out far earlier.

@Ace Face yes, total review of this needed. A fan-led one, too, for transparency. Wrap in the woeful mismanagement of the Club shop, whilst they’re at it.


*Though given the appalling state of the club’s customer-facing operation, I genuinely believe the GPG is the best place for quick, up to date info about the club and - more relevantly - solutions and advice for fans facing difficulties re tickets, shirts, lack of pies etc. Which is a good or tragic thing, depending on your views….
 

Silly Hat

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Absolutely nothing on the club’s official Facebook site. But there is this nonsense: 😡

02B7CA92-70F4-4006-B589-875526657D41.jpeg
 
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I received my ST Tuesday, so not badly affected. But …

Like others above, am pretty annoyed by this response from our esteemed CEO.

Hopefully there will be an urgent nofault postmortem review. Without seeking to preempt the findings that such a review may come up with, I have some observations from a distance: (in no particular order)
1. There should be no room for naive thinking in a PL setup. There should surely be clearly thought through and documented processes, including a very clear contingency plan.
2. Issuing STs is one of the fundamental processes in the annual-cycle of the football year. Is there someone senior enough in the club (other than the CEO), who is given formal responsibility for the successful delivery of this key function? And are they being listened to? Have the offfield merging of departments caused continuity issues, causing knowledge loss and disempowerment of experienced staff ? Is a Non-Exec identified who will act as (nonexec) Senior Responsible Officer, who will champion the successful outcome of this function ?
3. Did the club’s thinking cause delays by giving too much emphasis to adjusting season tickets from 23 to 19 games. Would it have caused an unmanageable risk to leave that until later in the season to fix. Did this thinking also delay the eventual Wed announcement of printathomeforallST holder option ?
4. Why did it take half a week to issue the print-at-home-forallSTholder option, leaving this until Wed? Announcing this the previous Friday would surely have removed all the ST angst in one fell swoop.
5. Crucially , did the club set up an Incident Control Room of senior staff on Monday this week, when it was becoming clear that Mail was not reaching ST as quickly as hoped? I say this because issuing guidance that involved Wed-emailing of an already overworked ticket office, did not seem fully thought through.
6. It may sound bureaucratic, but does the club have a Risk Register, that all employees are mandated to contribute to? This helps to specify (1) the Likelihood of a Risk occurring, and (2) the Estimated Impact of the risk if it occurred.

This is a bit of a (reactive) brain dump, so please feel free to add or amend.
 

Houghton Bee

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*Though given the appalling state of the club’s customer-facing operation, I genuinely believe the GPG is the best place for quick, up to date info about the club and - more relevantly - solutions and advice for fans facing difficulties re tickets, shirts, lack of pies etc. Which is a good or tragic thing, depending on your views….

Even Palace away ticket news is on here faster than anything official from the club. No emails, social media posts or official website news about the next batch of tickets that go live in just over an hour, except an edited page on the OS that someone happened to repost on here. Insane.
 

abee

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2. Issuing STs is one of the fundamental processes in the annual-cycle of the football year. Is there someone senior enough in the club (other than the CEO), who is given formal responsibility for the successful delivery of this key function? And are they being listened to? Have the offfield merging of departments caused continuity issues, causing knowledge loss and disempowerment of experienced staff ? Is a Non-Exec identified who will act as (nonexec) Senior Responsible Officer, who will champion the successful outcome of this function ?
Let's face it the reputation that Brentford has as being one of the best run clubs in the country stems from the activities and brilliance of Phil Giles and Rasmus plus the incredible work done by Lee Doyle and his people with Brentford In The Community.

Taking out Phil and Rasmus who have clearly defined jobs, targets and a firm and successful strategy the rest of the board seemingly contribute very little and with the two new additions to the board added to Nity and Monique it looks as if we are heading in the direction of having four directors managing Diversity, Inclusion, Equality and the LGBTQ+ stuff but nobody actually going to the offices on a daily basis wandering around and asking questions.

The board needs slimming down.
 

PJ

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Pretty poor to blame Royal Mail, imo. Yes, first class mail shouldn't a week to arrive, but they should never have been despatched that late (and that's assuming they were ALL despatched them). No mention of the numerous wrong ST cards sent out either - a fair few on here, which means there will be plenty of others. As many pointed out, ST cards should have been sent out weeks ago.

As for the 'off field team working hard to answer queries', I don't doubt that, but the question is is the set up fit for purpose, are there enough staff to answer calls & e-mails, etc. I have lost count of the number of e-mails on here of fans on hold for an hour, getting up the queue then being cut off to a voice mail. That's without all the unanswered e-mails, of which I reckon must run into 4 figures at least.

Hope he's as good as his word, but this shambolic system and infrastructure cannot be allowed to continue now we are in the PL. JV needs to get a grip of this and heads should roll.
If they had been sent out earlier they could all have been sent second class.

11k x First class stamps as against 11k x second class is a good few bob
 

kewbee

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Pretty poor to blame Royal Mail, imo. Yes, first class mail shouldn't a week to arrive, but they should never have been despatched that late (and that's assuming they were ALL despatched them). No mention of the numerous wrong ST cards sent out either - a fair few on here, which means there will be plenty of others. As many pointed out, ST cards should have been sent out weeks ago.

As for the 'off field team working hard to answer queries', I don't doubt that, but the question is is the set up fit for purpose, are there enough staff to answer calls & e-mails, etc. I have lost count of the number of e-mails on here of fans on hold for an hour, getting up the queue then being cut off to a voice mail. That's without all the unanswered e-mails, of which I reckon must run into 4 figures at least.

Hope he's as good as his word, but this shambolic system and infrastructure cannot be allowed to continue now we are in the PL. JV needs to get a grip of this and heads should roll.
I very much doubt the blame lies with the Royal Mail,that is a smokescreen to cover the appalling inefficiency of whoever sent them out.
 

Nottsbee

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Can I just confirm that I can gain access by using a phone screenshot of my downloaded ticket?
 

aslan

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Can I just confirm that I can gain access by using a phone screenshot of my downloaded ticket?
Just make sure your screen brightness is turned all the way up, and zoom into the QR code when scanning
 
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Let's face it the reputation that Brentford has as being one of the best run clubs in the country stems from the activities and brilliance of Phil Giles and Rasmus plus the incredible work done by Lee Doyle and his people with Brentford In The Community.

Taking out Phil and Rasmus who have clearly defined jobs, targets and a firm and successful strategy the rest of the board seemingly contribute very little and with the two new additions to the board added to Nity and Monique it looks as if we are heading in the direction of having four directors managing Diversity, Inclusion, Equality and the LGBTQ+ stuff but nobody actually going to the offices on a daily basis wandering around and asking questions.

The board needs slimming down.
Is it that the board needs slimming, or it more that they need to be given more focussed roles, roles focussing on customer relations and a boardrep on a customer interface group (If one doesn’t already exist) ?
 

mhead bee

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| sent an email directly to JV regarding the CP tickets and my sons TAPs. He responded within minutes saying someone would call and then I got a phone call literally 10 mins on.

Every sorted, TAPs points now where they should be, CP tickets in the post and to top it all the last ST arrived today.

Credit where credit is due, I responded and asked him to pass on my thanks to the people who helped me in such a courteous way. I told him I have never had an issue when I have got through it is the fact the system is so bad the ticket office staff are inundated with customers trying to sort stuff out. He knows how bad it is and is working on it.
 

Hippobee

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Let's face it the reputation that Brentford has as being one of the best run clubs in the country stems from the activities and brilliance of Phil Giles and Rasmus plus the incredible work done by Lee Doyle and his people with Brentford In The Community.

Taking out Phil and Rasmus who have clearly defined jobs, targets and a firm and successful strategy the rest of the board seemingly contribute very little and with the two new additions to the board added to Nity and Monique it looks as if we are heading in the direction of having four directors managing Diversity, Inclusion, Equality and the LGBTQ+ stuff but nobody actually going to the offices on a daily basis wandering around and asking questions.

The board needs slimming down.
Too many chiefs...
 

TorbayBee

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I received my ST Tuesday, so not badly affected. But …

Like others above, am pretty annoyed by this response from our esteemed CEO.

Hopefully there will be an urgent nofault postmortem review. Without seeking to preempt the findings that such a review may come up with, I have some observations from a distance: (in no particular order)
1. There should be no room for naive thinking in a PL setup. There should surely be clearly thought through and documented processes, including a very clear contingency plan.
2. Issuing STs is one of the fundamental processes in the annual-cycle of the football year. Is there someone senior enough in the club (other than the CEO), who is given formal responsibility for the successful delivery of this key function? And are they being listened to? Have the offfield merging of departments caused continuity issues, causing knowledge loss and disempowerment of experienced staff ? Is a Non-Exec identified who will act as (nonexec) Senior Responsible Officer, who will champion the successful outcome of this function ?
3. Did the club’s thinking cause delays by giving too much emphasis to adjusting season tickets from 23 to 19 games. Would it have caused an unmanageable risk to leave that until later in the season to fix. Did this thinking also delay the eventual Wed announcement of printathomeforallST holder option ?
4. Why did it take half a week to issue the print-at-home-forallSTholder option, leaving this until Wed? Announcing this the previous Friday would surely have removed all the ST angst in one fell swoop.
5. Crucially , did the club set up an Incident Control Room of senior staff on Monday this week, when it was becoming clear that Mail was not reaching ST as quickly as hoped? I say this because issuing guidance that involved Wed-emailing of an already overworked ticket office, did not seem fully thought through.
6. It may sound bureaucratic, but does the club have a Risk Register, that all employees are mandated to contribute to? This helps to specify (1) the Likelihood of a Risk occurring, and (2) the Estimated Impact of the risk if it occurred.

This is a bit of a (reactive) brain dump, so please feel free to add or amend.
He said it was a cock up, that he was sorry and they are doing something about it. as a fan what more do you want? You seem to want some public operational post mortem. What business does that? I had problems with my Mastercard recently, they have apologised but at no stage did they bring Non-execs or control rooms into their communication nor did I need such information.
 

Alex

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He said it was a cock up, that he was sorry and they are doing something about it. as a fan what more do you want? You seem to want some public operational post mortem. What business does that? I had problems with my Mastercard recently, they have apologised but at no stage did they bring Non-execs or control rooms into their communication nor did I need such information.
Had they done it to half their customer base you would expect them to
 

nocoat

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| sent an email directly to JV regarding the CP tickets and my sons TAPs. He responded within minutes saying someone would call and then I got a phone call literally 10 mins on.

Every sorted, TAPs points now where they should be, CP tickets in the post and to top it all the last ST arrived today.

Credit where credit is due, I responded and asked him to pass on my thanks to the people who helped me in such a courteous way. I told him I have never had an issue when I have got through it is the fact the system is so bad the ticket office staff are inundated with customers trying to sort stuff out. He knows how bad it is and is working on it.

fair enough. well done reg
 
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He said it was a cock up, that he was sorry and they are doing something about it. as a fan what more do you want? You seem to want some public operational post mortem. What business does that? I had problems with my Mastercard recently, they have apologised but at no stage did they bring Non-execs or control rooms into their communication nor did I need such information.
To be clear, don’t think I was suggesting that:
ie
1. Yes, think no blame post-mortem IS required. Definitely, to ensure necessary learning, to avoid repeat.
2. No, not in public. Although would make sense if they include a supporter (and GPG poster) in the review.
3. No, no need for NonExecs or Controlrooms to be involved in communications. But they ARE needed to give senior oversight over decisions being made over key processes. To ensure enough check and challenge - to ensure those processes are fully thought through, and sensible In the circumstances. Eg instructions to email an overstretched ticket office on Wed, may not have been the most logical instruction !?

Do think the analogy is different. One is an isolated MCard error. The other is a once a year, even a once in a lifetime, issuing of STs on time (hopefully error free) in time for our PL debut.
 

thickobee

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Received an email to say mrs horshambees is being sent after the Arsenal game and feel free to print at home.
3 out 4 was not bad.
Does this mean they’ve found it wedged in the bottom of a sack or it was one of however many not processed last Friday??
Good of them to let you know but it does seem very odd.
 
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