Burnley Ace wrote: ↑

Fri Apr 23, 2021 10:23 am

I tried to renew online yesterday but got a message saying (I think) that I couldn’t because I’d already purchased it. Has it been done automatically?

Burnley Ace wrote: ↑

Fri Apr 23, 2021 10:23 am

I tried to renew online yesterday but got a message saying (I think) that I couldn’t because I’d already purchased it. Has it been done automatically?

Leisure wrote: ↑

Fri Apr 23, 2021 4:46 pm

Further update on Phase 1 Renewals. The Ticket Office will now be open from 10am to 3pm tomorrow (Saturday) but if you haven't yet managed to renew and can't get down tomorrow, at least email them with your details and that will register your intention to renew and guarantee you the Early Bird price.

firstclaret wrote: ↑

Sat Apr 24, 2021 9:30 am

Is it possible to renew by way of setting up a new Direct Debit when contacting the club?

Ralphandwillie wrote: ↑

Sat Apr 24, 2021 11:09 am

suggestion for BFC
If there is a long queue today and the staff in the office can not cope quick enough, why don,t additional members of staff go outside and take particulars from the queue. Write the details on a piece of paper and deal with the renewals at their leisure.

Barry_Chuckle wrote: ↑

Fri Apr 23, 2021 11:07 am

Having read the season ticket thread, I've come to the conclusion that this has been an absolute shambles.

alwaysaclaret wrote: ↑

Sat Apr 24, 2021 11:53 am

The absolute shambles you refer to will undoubtedly lose some fans that we can I'll afford to lose imo, with regards to the people who have carried on with their dd payments the mere fact they've done so tells me that they wish to renew, but with the shambles it's created some will say sod you and simply call the club and get their money back, the club seem to look for ways of making this ticketing thing so hard work, even without covid the online thing was never easy.

Grumps wrote: ↑

Sat Apr 24, 2021 12:01 pm

Those that want to leave will leave, and blame it on anything, but, the time it takes to ring, or email the club to get a refund, they could have rung or emailed the club to renew, granted they wouldn't have been able to complain on here or elsewhere, but which is more important?
People complain of having to jump through hoops to renew, when in reality all they needed to do was email the club.
So, go online, renew without problems.. 5mins
Go online, find that you cannot do it, email the club... 6mins

Not really having to jump through hoops is it?

Grumps wrote: ↑

Sat Apr 24, 2021 12:01 pm

Those that want to leave will leave, and blame it on anything, but, the time it takes to ring, or email the club to get a refund, they could have rung or emailed the club to renew, granted they wouldn't have been able to complain on here or elsewhere, but which is more important?
People complain of having to jump through hoops to renew, when in reality all they needed to do was email the club.
So, go online, renew without problems.. 5mins
Go online, find that you cannot do it, email the club... 6mins

Not really having to jump through hoops is it?

ClaretTony wrote: ↑

Sat Apr 24, 2021 12:09 pm

Are you the bloke responsible for creating this mess? You seem to be acting like a club spokesman.

Don't you realise that people have been having serious problems, that people are getting different messages? The way the club has dealt with this is nothing short of appalling, and I don't mean the ticket office who are having to deal with the mess others have created. I spoke to someone yesterday who had to make a special journey to the Turf because, despite getting new passwords, they still didn't work and he couldn't get into the system.

I' sorry, but your constant support of this doesn't wash with me. This would be embarrassing for a League Two club let alone a Premier League club and I can only hope someone in authority at our club does something about it.

alwaysaclaret wrote: ↑

Sat Apr 24, 2021 12:30 pm

As it happens my wife rang the club and spoke to someone in the ticket office last week and renewed mine, hers and my granddaughter's ticket's by making that phone call, which was made because neither me or the Mrs are technically gifted in terms of online, it depends what generation you are we are in 60's, lots of season ticket holders could be in their 70s/80s and even more clueless, some may be online savvy ! Many have tried to renew online and evidently reading the season ticket question thread suggests it's been a shambles which is why we have the situation we still have that people that wish to have still not been able to renew, just back to my wife's situation she has become a pensioner during the season off period shall we call it, so qualifies for the reduced price, even though she has managed to renew through making the aforementioned phone call, she was told she will still have to create an online account to claim back the outstanding money's she has paid in, can't be right can it !! As you say people will either leave or stay, which is their prerogative, but I'll say again some will leave, and imo the club should be making the process easier for people to renew but I say again the ticketing process was never easy pre-covid.

Grumps wrote: ↑

Sat Apr 24, 2021 12:36 pm

Iam not supporting it, as you like to promote, but it's been publicised enough, on here, and elsewhere that if you email the club they will sort it out for you, people are making it far more difficult than they need to
The person you quote as having made a special journey to turf moor, why? Just bloomin email the club.

ClaretTony wrote: ↑

Sat Apr 24, 2021 12:54 pm

Maybe they are unaware that replies to emails are taking a long time because of a backlog so are therefore going down. We have a lot of supporters stressed out with this because, whether you like it or not, the club have made an absolute mess of it. What should have been easy has been made beyond difficult for a lot of people.

It might well have been easy for you and if so well done. It took me over a week to sort mine out because of a new system that is clearly not fit for purpose.

I feel your comments are out of order and insulting to people who are having problems who Leisure is doing his best to help.

I honestly believe the best thing you can do is stay off the ticketing threads.

Grumps wrote: ↑

Sat Apr 24, 2021 12:41 pm

It may well have been a shambles, and people who aren't tech savvy probably don't renew online anyway
My point now, yes there appears to have been problems, but the club have made it as clear as they could, that a simple email to them will sort their problems out, so there shouldn't be anyone who cannot renew, should that be their wish.

alwaysaclaret wrote: ↑

Sat Apr 24, 2021 1:05 pm

My point is if nothing else the whole online thing is the reason we struggle to speak to someone at the other end of the phone anymore, fortunately for you it seems you were able to renew no problem, the vast majority seem to have had a problem of sorts. The whole thing does make me wonder what process other clubs have come up with ?? The situation could have been eleviated imo, we rec'd a letter explaining the phase 1,2, and 3 criteria, would it not have been better to include a slip with a simple yes or no and a stamped addressed envelope, and keep the whole thing simple.

Grumps wrote: ↑

Sat Apr 24, 2021 1:17 pm

Unfortunately they stopped sending renewal letters out a few years ago
They obviously thought the system would work, it obviously, for some hasn't, but at that point the club have come up with an alternative
So people can complain about the system, and they can continue to do so, take it up with the club to make sure it doesn't happen again, but the bottom line is, if someone is having difficulty renewing, an email to the club will sort it for them

ClaretTony wrote: ↑

Sat Apr 24, 2021 1:21 pm

And a friend of mine received a letter from the club telling him that he will need to set up an email address if he wants to renew, this after he’d paid in full 14 months ago. He doesn’t even know what an email address is. So pray tell me how an email to the club will sort it for him? And before you suggest phoning, he’s a man in his 80s who is deaf.

Grumps wrote: ↑

Sat Apr 24, 2021 1:28 pm

An extreme situation, but none the less one that requires sorting. I would suggest that whoever has assisted him renewing in previous seasons helps him out now, perhaps they could email on his behalf?
... Dear ticket office... My friend who's clarets number is....... Wishes to renew his season ticket, but does not have email. Please could this be actioned on his behalf. Thanks.....

Grumps wrote: ↑

Sat Apr 24, 2021 1:28 pm

An extreme situation, but none the less one that requires sorting. I would suggest that whoever has assisted him renewing in previous seasons helps him out now, perhaps they could email on his behalf?
... Dear ticket office... My friend who's clarets number is....... Wishes to renew his season ticket, but does not have email. Please could this be actioned on his behalf. Thanks.....

ClaretTony wrote: ↑

Sat Apr 24, 2021 1:34 pm

It’s not extreme and we have more season ticket holders than you think in this situation. The one I refer to, who has had a season ticket every season since 1947, was so stressed out by the awful letter that he received that he decided to call it a day. As it happens, I’ve persuaded him not to and have sorted it for him.

We are losing fans, it really is as simple as that.

alwaysaclaret wrote: ↑

Sat Apr 24, 2021 1:39 pm

It's quite simple there's lot's of people that don't have an email address and don't want one, because of the damned hassle it causes, lot's of the people in the age group ct has mentioned are clueless what an email address is and would much rather speak to a person at the other end of the phone, sorted.

Grumps wrote: ↑

Sat Apr 24, 2021 1:44 pm

And there, you prove my point, it got sorted... There is no need for anyone not to be able to renew... If they wish to. Obviously the problem with the online system wouldn't have had any effect on your friend as with no email address he won't have had an online account

Grumps wrote: ↑

Sat Apr 24, 2021 1:51 pm

In which case they won't have an online account at the football club, and they won't be on this forum
how do they normally renew? If by phone, have they not been able to this time?
Out of interest, what happened to the money they were owed for this season if a person has no online account?

ClaretTony wrote: ↑

Sat Apr 24, 2021 1:54 pm

I haven’t proved your point at all. It got sorted by chance that I spoke to him just after he’d received that letter. It’s still not sorted fully because the letter says he will need a device to use to gain contactless access. That’s another bridge to be crossed.

There will be other supporters who will have received the same letter and just won’t know what to do. They could just decide to pack in.

We can’t afford to lose fans but we are losing them as things stand.

ClaretTony wrote: ↑

Sat Apr 24, 2021 2:00 pm

The club have set up online accounts, not supporters, and for ALL season ticket holders and placed their money ON ACCOUNT. It means absolutely nothing to people who don’t use the internet, you might as well have told them the money has been thrown away, they don’t understand.

The letter my friend received might as well have been written in a foreign language. He just didn’t understand it. I have sorted it for him but I can tell you he’s very upset that the club can treat him like this.

Grumps wrote: ↑

Sat Apr 24, 2021 2:07 pm

I've already agreed elsewhere that there will be problems with requiring phones to gain entry, or photo id being required, but that's for another day.

Grumps wrote: ↑

Sat Apr 24, 2021 2:12 pm

So the club have set up online accounts for people who haven't asked for one, and haven't provided the club with an email address? With no alternative way of either renewing, or obtaining a refund?
If that's the case its not only stupid, but bordering on illegal in keeping the money with no alternative way of the person obtaining it.

ClaretTony wrote: ↑

Sat Apr 24, 2021 2:25 pm

The penny is beginning to drop. Yes, all money has gone into online accounts.

Leisure wrote: ↑

Sat Apr 24, 2021 2:21 pm

The latest info on this issue from the club is -

Yes, at the moment the plastic season cards are planned to be sent out (new cards that is) unless we are advised differently.

The statement below referred to the game we may have had to put on last season at reduced capacity in late 2020

'E tickets would be used in that case – so after the ballot - every successful supporter would need a have new ticket as it would be a different seat location – by email or down load – the government (DCMS) was telling us we have to do so.
So we would have to go by what we are asked to do for the potential v’s Liverpool Match – if they DCMS and the SAG say its to be paperless from us – then we would not have much ability to be flexible on this'.

*******

Come August – again we cannot say for certain what ticketing guidance we will be given, at this stage it depends on the test matches in the Summer (Wembley etc) and again guidance from SAG / DCMS and Government.

Grumps wrote: ↑

Sat Apr 24, 2021 2:33 pm

The penny is only beginning to drop because this is the FIRST time to my knowledge that this particular problem has been highlighted, ie accounts being set up without the customers knowledge, for persons with no online account or email address, which is what I was commenting on, so it would have been pretty bloomin impossible to drop before now.
I was fully aware that those with online accounts had the money put on account.

ClaretTony wrote: ↑

Sat Apr 24, 2021 2:53 pm

You are always quick at quoting the club and telling us what they are doing. Amazed you missed this important piece of information. Probably because it didn't affect you personally.

Grumps wrote: ↑

Sat Apr 24, 2021 2:59 pm

I think the only time I've quoted the club, is around emailing them if you're having problems

Where's it been mentioned... On here? I don't think so... Have the club announced they've set up these accounts on people's behalf?
Amazed I missed it? I'd be bloody amazed if I knew about it seeing that nobody has mentioned it.

alwaysaclaret wrote: ↑

Sat Apr 24, 2021 1:39 pm

It's quite simple there's lot's of people that don't have an email address and don't want one, because of the damned hassle it causes, lot's of the people in the age group ct has mentioned are clueless what an email address is and would much rather speak to a person at the other end of the phone, sorted.

ClaretTony wrote: ↑

Sat Apr 24, 2021 3:02 pm

It's been mentioned time and time again - when the club gave people the option of getting their money back they told us that if we kept it in then it would go ON ACCOUNT which is exactly what happened. If you didn't read the article then you wouldn't have know, thousands didn't, many still don't.

Grumps wrote: ↑

Sat Apr 24, 2021 3:12 pm

For the sake of my blood pressure and possibly yours, will you please read what I said and what I was replying to. To make it clear

I am aware the money was held on account

I was NOT aware that the club had set up online accounts for supporters who had NOT requested one, and had NOT provided email details. Now if you can point me in the direction where this specific circumstance has been mentioned time and time again as you suggest I would be grateful

Grumps wrote: ↑

Sat Apr 24, 2021 3:12 pm

For the sake of my blood pressure and possibly yours, will you please read what I said and what I was replying to. To make it clear

I am aware the money was held on account

I was NOT aware that the club had set up online accounts for supporters who had NOT requested one, and had NOT provided email details. Now if you can point me in the direction where this specific circumstance has been mentioned time and time again as you suggest I would be grateful

wilks_bfc wrote: ↑

Sat Apr 24, 2021 3:56 pm

It was announced last October when refunds were offered, that credit from the 20/21 season tickets would be “on account” for 21/22 season

https://www.burnleyfootballclub.com/con ... nds-update

Grumps wrote: ↑

Sat Apr 24, 2021 4:05 pm

Yes... I know that, I never disputed that... I've used it myself.

But what Tony said was that people who didn't have an online account, and possibly never used the Internet, were having online accounts set up for them by the club even though they'd never asked for them, or couldn't even access them... That is the bit I've never heard mentioned before.