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Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 12:20 pm
by dsr
[Edit] after a phone call from Elaine, this has all been sorted and my mother's points have been transferred to my card for my season ticket purchase. Thanks Elaine.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:28 pm
by Bcrollerz
Club are right on this one
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:35 pm
by Billy Balfour
Yes, of course they are.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:41 pm
by Ilkley claret
You could try messaging Pace on LinkedIn, hopefully they will do the right thing.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:41 pm
by Quickenthetempo
dsr wrote: ↑Fri May 21, 2021 12:20 pm
My mother has been a supporter of BFC since 1947 - her first match was the first home game of that season, 74 years ago. She is now 88 and no longer fit enough to go on.
Last June 30th was the "deadline" for taking cash out of the club for the 4 closed door matches in 2019-20. At that time she still hoped to buy a new ticket and so we left the money in the club. We assumed that the club would act in good faith. (With hindsight, this was foolish.)
As it happens she is not fit enough for a season ticket and so she would like her money back. The club's position is that she should have made that decision a year ago, they are not willing to accept that circumstances change, and they are keeping the money. (This in spite of the fact that they had £80m in the bank on 30th June.)
Does anyone know Alan Pace's email address? And also anyone else's address who I might be able to forward my complaint to, eg. Mr. Garlick? Any opinions on how best to proceed other than contacting Mr Pace?
Technically the club are right this time.
You can still spend that money in the club shop I think so if she buys any presents for family she could use that or maybe a family member buy the club shop credit off her if they want shirts etc..?
I know it's not ideal.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:42 pm
by duncandisorderly
I forgot to take the refund for three of us and assumed I'd just forfeited that money now, almost a year later.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:44 pm
by DCWat
Club are not right on this one.
Yes they need to have processes in place but they should NEVER be so inflexible that they can’t be adapted on occasions such as this.
It sounds to me like it’s a jobsworth with little or no authority, simply sticking to the rules.
The club should refund the money and offer you and your Mum hospitality tickets to a game, by way of an apology. Hopefully your Mum would be fit enough to attend something like this, DSR.
Wouldn’t that be a lovely gesture to make to someone who has spent many, many years following the club? I want our club to be known as a proper community club that shows it actually cares.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:47 pm
by dsr
Quickenthetempo wrote: ↑Fri May 21, 2021 12:41 pm
Technically the club are right this time.
You can still spend that money in the club shop I think so if she buys any presents for family she could use that or maybe a family member buy the club shop credit off her if they want shirts etc..?
I know it's not ideal.
Probably they are legally right. But 14 years ago my Dad died before the season started, having already paid for his season ticket; they refunded that without question.
When my money is added, that makes £150 of things to buy from the shop. That's a lot of tat. I might try it on buying stuff and then returning it for a refund, but I dare say the refund would go onto a card anyway.
We'd be happy enough if her refund could go towards buying my season ticket, but they won't play that one either.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:54 pm
by duncandisorderly
Just being devil's advocate for a moment - from the clubs point of view, refunding your mum would open the gates for other people who hadn't claimed their refund to do so, would it not?
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:56 pm
by Bcrollerz
duncandisorderly wrote: ↑Fri May 21, 2021 12:54 pm
Just being devil's advocate for a moment - from the clubs point of view, refunding your mum would open the gates for other people who hadn't claimed their refund to do so, would it not?
Thats exactly why the club are right
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 12:59 pm
by minnieclaret
Pace is also on twitter. @AlanPaceBFC
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:05 pm
by Falcon
As others have said, club are right yes, and the base level person you probably spoke to likely doesn't have authority to overrule the system.
However, said person should have said 'I can escalate to management who have the authority to make discretionary decisions'
Clearly given the situation the good will gesture route is the right one for the club to follow.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:11 pm
by duncandisorderly
Yes, the minion should have tried to escalate privately, and dsr shouldn't have put it on here (or twitter, or facebook or any other social media platform) because now, if I find out dsr gets his refund then I'm going to want my three refunds too, because why not?
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:13 pm
by ClaretTony
The money for those four games was converted into points which will still be available to dsr’s mum. Having said that, in these circumstances, I see no reason why they couldn’t just refund.
Best contact is the SLO.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:13 pm
by Bcrollerz
Make a deal of it online. Twitter fb etc
Will get turned around
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:16 pm
by duncandisorderly
I agree that she should get a refund (and keep the points or whatever), but broadcasting like this is ill advised and the club won't really be happy about it because if, as wellsy says above, you make a big deal out of it on social media then you will get your refund, but so must everyone else.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:17 pm
by randomclaret2
If they could afford to offer free entry vs Liverpool , they can afford to do the right thing in this case as well.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:20 pm
by beddie
I find this absolutely shocking. I don’t think they’re entitled to keep her money, regardless of the government not allowing the games to proceed she paid her money in good faith to see those matches and the club could not deliver, the deadline date of claiming your money is also an absolute joke. I think with a bit of pressure to the people upstairs she’ll get her money back. This is the most appalling customer care issue I’ve heard of for some time.
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:24 pm
by Longsidelenny1882
To the club please use common sense and refund the money utc
Re: More shoddy behaviour by the club
Posted: Fri May 21, 2021 1:31 pm
by ClaretTony
beddie wrote: ↑Fri May 21, 2021 1:20 pm
I find this absolutely shocking. I don’t think they’re entitled to keep her money, regardless of the government not allowing the games to proceed she paid her money in good faith to see those matches and the club could not deliver, the deadline date of claiming your money is also an absolute joke. I think with a bit of pressure to the people upstairs she’ll get her money back. This is the most appalling customer care issue I’ve heard of for some time.
Beddie - they haven’t kept her money. We were given three options last year, claim it (which I did), donate to the youth department or keep the points, which was automatic.
Burnley FC Supporters Groups persuaded the club to withdraw the cut off date for the points so those points are still available to her.
At the end of the day she chose not to claim the refund but she does still have the points.
While I totally agree with the sentiment that the club should be offering her a refund they very definitely have not kept her money.
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 2:09 pm
by Chester Perry
dsr wrote: ↑Fri May 21, 2021 12:20 pm
[Edit] after a phone call from Elaine, this has all been sorted and my mother's points have been transferred to my card for my season ticket purchase. Thanks Elaine.
Thought this comment should be available at the end of the thread too so everyone can see
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 2:21 pm
by ClaretTony
The minute you see Elaine’s name mentioned you know things will be put right. That’s one member of staff who cares about the supporters.
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 2:26 pm
by MrTopTier
Good to hear.
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 3:07 pm
by Leisure
dsr wrote: ↑Fri May 21, 2021 12:20 pm
[Edit] after a phone call from Elaine, this has all been sorted and my mother's points have been transferred to my card for my season ticket purchase. Thanks Elaine.
I've just been speaking to Elaine about this and was going to post that there had been a satisfactory outcome. Some fans are usually quick to complain but then don't re-post and give credit when the issue gets sorted. So well done for posting the update.
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 3:12 pm
by Ashingtonclaret46
dsr wrote: ↑Fri May 21, 2021 12:20 pm
[Edit] after a phone call from Elaine, this has all been sorted and my mother's points have been transferred to my card for my season ticket purchase. Thanks Elaine.
Great to hear. I have dealt with Elaine over the years and she has always been extremely helpful indeed.
I am pleased that you have got sorted.
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 3:16 pm
by Bordeauxclaret
The staff in the ticket office seem to spend a lot of time putting out fires caused by other people.
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 4:02 pm
by Woodleyclaret
Elaine is a true Burnley legend. She has helped me out many times with our tickets and always sorts out a solution
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 4:17 pm
by Leisure
Bordeauxclaret wrote: ↑Fri May 21, 2021 3:16 pm
The staff in the ticket office seem to spend a lot of time putting out fires caused by other people.
You've certainly hit the nail on the head there!
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 5:23 pm
by bobinho
For those who are willing to argue our club isn't yet PL.... if we aren't, we are gonna be very soon thats for sure. Things seem to be changing for the better...
Well done for getting this right, even if it needed a little nudge.
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 6:00 pm
by DCWat
bobinho wrote: ↑Fri May 21, 2021 5:23 pm
For those who are willing to argue our club isn't yet PL.... if we aren't, we are gonna be very soon thats for sure. Things seem to be changing for the better...
Well done for getting this right, even if it needed a little nudge.
Hopefully we won’t lose the personal touch that can still be found, as this case evidences, eventually.
Well done BFC and Elaine!!
Re: Drama over, the club has done the right thing.
Posted: Fri May 21, 2021 8:47 pm
by Loyalclaret
Well done Elaine.
I'd forgotten to do anything about the 4 games and the ticket office sorted it last week onto the new account. Fair to say Elaine and the staff down there have had to put up with a load of crap because of people in the offices above.