| Online Ticketing Issues 11:31 - Oct 26 with 6736 views | BillyRudd |
A friend of mine, an irregular visitor to Dale, mostly from the pay on the gate era, and an internet savvy former business man informed me he would be attending the Bromley game. Champion, so far so good.
On Friday afternoon I received a less than complimentary text about our online ticket site, informing me he had given up on it and woud,nt be wasting anymore time on it, and in addition stating he had tried ringing the club several times and not one had been answered.
A placatory phone call later, I promised to look into it and would sort it. I attempted myself to purchase a ticket on his behalf and failed miserably.
Lo and behold the site now appears to be functioning with the ground schematic available. I informed him of the fact and he said he would take it from there right away.
Half an hour later he rang to say he had purchased a ticket, after having to re -register and chose the digital ticket option after downloading the app and having to re register again. To be then notified that his ticket was ready for collection. He lives 20 miles away.
Observations
The site was presumably down on Friday afternoon, fair enough it happens but the procedure is so counter-intuitive that it was,nt obvious to him, using it for the first time or myself.
Failure to answer phone calls well within business hours. Inexcusable.
If he had been a casual user without prior arrangements to meet up with myself, would the club have lost a sale. Absolutely.
Are the club addressing these issues in pursuit of 5,000 gates. No idea but since everytime I myself purchase a ticket, I have to change my password because I get a banner saying details not recognised, it seems not. Incidentally my friend got the same message.
Do the club actually recognise there are issues with the ease of use and functionality of the procedure. Surely in this day and age when data like number of site hits against actual number of sales are monitored, their own figures should be telling them there are issues.
In this era when discretional spend money is tight and going to get tighter and with so many competing ways to spend that limited money, it is surely paramount that at the point of sale the operation is quick and easy. That or its lost revenue I,m afraid.
We are,nt selling Oasis tickets! |  | | |  |
| Online Ticketing Issues on 11:42 - Oct 26 with 2650 views | YouTubeDale |
Spot on...I am glad you have taken effort to report this valuable feedback for the club. I finally bought my FA Cup ticket last night having similar problems.
My son, who works in IT, had big problems buying a ticket last Saturday on the way to the match!!!!!
Simply not good enough and it needs to improve immediately. [Post edited 26 Oct 11:45]
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| Online Ticketing Issues on 12:01 - Oct 26 with 2588 views | Dalenet |
It doesn't work at all for me either even though the club have tried and tried to work out why it won't. I always seem to be stuck in a loop between it forcing me to use my email address that it recognises, and then throwing me out of the system because it doesn't recognise me. Thankfully I have resorted to plastic again for the season card - but I can no longer buy other tickets electronically. There is a problem somewhere | | | |
| Online Ticketing Issues on 12:07 - Oct 26 with 2589 views | D_Alien |
IT infrastructure was listed as part of one of the "work streams" at the first "meet the new board" meeting after the Ogden's took over
One of the directors will be leading on this. Might be worth finding out who it is (may be on the OS?) and informing them
Could also be it's already known about (mention of the club trying to sort it out) but since this kind of thing impacts massively on growing the fanbase, some feedback would be useful on how and when it's likely to be resolved |  |
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| Online Ticketing Issues on 12:15 - Oct 26 with 2573 views | kel |
| Online Ticketing Issues on 12:07 - Oct 26 by D_Alien |
IT infrastructure was listed as part of one of the "work streams" at the first "meet the new board" meeting after the Ogden's took over
One of the directors will be leading on this. Might be worth finding out who it is (may be on the OS?) and informing them
Could also be it's already known about (mention of the club trying to sort it out) but since this kind of thing impacts massively on growing the fanbase, some feedback would be useful on how and when it's likely to be resolved |
Dalenet has mentioned in the past that Tony Pockney is the person overseeing the online ticketing system. It’s no surprise it isn’t fit for purpose. |  | | |
| Online Ticketing Issues on 12:26 - Oct 26 with 2526 views | 442Dale |
The website/ticket site/online club shop came up during the Commercial Focus meeting the other week. It was pointed out the basics don’t seem to be being addressed but they did say it’s all being looked at.
This needs to be communicated much better though. It’s not good enough that fans are unaware of the problems and what contingencies are in place.
https://www.daletrust.co.uk/2024/10/commercial-focus-meeting-a-success/
There’s a link to the video in that story. Though I would argue with the assessment there was a “good turnout” of fans. Because there wasn’t and the Trust have a lot to do to rebuild engagement and, er, trust that these sort of things will lead to a consistent change in culture where fans opinions and ideas can make a difference. |  |
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| Online Ticketing Issues on 12:28 - Oct 26 with 2522 views | isitme |
| Online Ticketing Issues on 12:15 - Oct 26 by kel |
Dalenet has mentioned in the past that Tony Pockney is the person overseeing the online ticketing system. It’s no surprise it isn’t fit for purpose. |
I suspect that we are lumbered with a not fit for purpose ticketing system due to the previous regime agreeing another wonderful contract. It is rubbish. I tried to buy mine and my son's ticket for the Bromley game and I couldn't do it as one transaction.
To be fair and from my experience, this has always been the case, the ladies in the ticket office were excellent and addressed the issue. |  | | |
| Online Ticketing Issues on 12:34 - Oct 26 with 2496 views | kel |
| Online Ticketing Issues on 12:28 - Oct 26 by isitme |
I suspect that we are lumbered with a not fit for purpose ticketing system due to the previous regime agreeing another wonderful contract. It is rubbish. I tried to buy mine and my son's ticket for the Bromley game and I couldn't do it as one transaction.
To be fair and from my experience, this has always been the case, the ladies in the ticket office were excellent and addressed the issue. |
The ticket office ladies are indeed excellent but not everybody has the luxury of being able to attend the ticket office either during the week or having the time before a game.
Also agree about ridiculous deals being made. Like the energy one the club was lumbered with which was well documented at one point. I have my suspicions who made that decision too. | | | |
| Online Ticketing Issues on 12:48 - Oct 26 with 2465 views | wozzrafc |
They said at the recent feedback meeting the ticket website was t fit for purpose and were looking at options when the current contract ran out.
They also said they were working with the current provider to look at the current configuration as it wasn’t good enough. This meant a click by click page by page review which was currently underway. It was stated that Stockport county use the same system but had invested more in set up, the customer journey was much better.
They said it would take a few weeks so it’s a case of hopefully improvement will come . Like everything it’s sorting the mess from the previous regime. [Post edited 26 Oct 13:04]
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| Online Ticketing Issues on 12:51 - Oct 26 with 2462 views | turnthescrew |
Conversely, I bought my tickets online without a hitch. Quite an easy process. | | | |
| Online Ticketing Issues on 13:12 - Oct 26 with 2411 views | rod_leach |
I tried to buy 3 tickets for season ticket holders yesterday but gave up after getting nowhere for 20 minutes. Added to basket, nothing in the basket. Tried again, tickets reserved by someone else, a right pain in the A. |  | | |
| Online Ticketing Issues on 13:46 - Oct 26 with 2356 views | Rodingdale |
Dad has in his 80s - tried online, without success. Rang the number on the email, no answer. Went down to the ground, barrier down, so had to park round the corner. Walked round to the ticket office. Ticket office shut. Others wanting tickets left disappointed.
Absolute shambles of a club. | | | |
| Online Ticketing Issues on 20:02 - Oct 26 with 2027 views | R17ALE |
Well I'm a complete computer retard and I've managed to buy two seats together at the first attempt without any problem, even though I'd forgotten my password and had to reset it. Plus I've printed off the bar code thingy and the whole thing took about 6 minutes.
It just goes to show there's always someone worse off than yourself. [Post edited 26 Oct 20:08]
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| Online Ticketing Issues on 20:29 - Oct 26 with 1975 views | 49thseason |
| Online Ticketing Issues on 13:12 - Oct 26 by rod_leach |
I tried to buy 3 tickets for season ticket holders yesterday but gave up after getting nowhere for 20 minutes. Added to basket, nothing in the basket. Tried again, tickets reserved by someone else, a right pain in the A. |
I have often thought that there ought to be a seat reservation system for ST holdrrs whereby their seat was reserved for cup matches up to the day of the game at which point it would be released for general sale if not taken up by the ST holder. Why piss off people who have already paid for 23 games?
The whole question mark over the IT system has been hanging in the air since it started to be used. That it was never integrated with other systems like a CRM and a mass email system has always mystified me. Data about your customers is absolutely vital in this day and age. The first step in any marketing system is to secure the customers you already have as the cost of reclaiming them is huge by comparison. If you can go hunting new customers using the informstion you have about those you already have, the problem becomes much easier.
Also maybe having key Directors based in London is proving a little problematic as far as the day to day stuff is concerned, I think only Richard and Simon actually live in Rochdale, the lack of day to day management may be part of the problem? |  | | |
| Online Ticketing Issues on 20:36 - Oct 26 with 1947 views | 442Dale |
| Online Ticketing Issues on 20:29 - Oct 26 by 49thseason |
I have often thought that there ought to be a seat reservation system for ST holdrrs whereby their seat was reserved for cup matches up to the day of the game at which point it would be released for general sale if not taken up by the ST holder. Why piss off people who have already paid for 23 games?
The whole question mark over the IT system has been hanging in the air since it started to be used. That it was never integrated with other systems like a CRM and a mass email system has always mystified me. Data about your customers is absolutely vital in this day and age. The first step in any marketing system is to secure the customers you already have as the cost of reclaiming them is huge by comparison. If you can go hunting new customers using the informstion you have about those you already have, the problem becomes much easier.
Also maybe having key Directors based in London is proving a little problematic as far as the day to day stuff is concerned, I think only Richard and Simon actually live in Rochdale, the lack of day to day management may be part of the problem? |
The IT systems inc CRM are discussed in the video in the link above as is the subject of day to day management. | |
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| Online Ticketing Issues on 20:48 - Oct 26 with 1926 views | dingdangblue |
I managed to get mine Friday. A few glitches like I was already logged in but it kept asking me for my login details. I eventually ignored it and put in my season card barcode and it managed to go through ok. And it showed up straight away in the season ticket app. |  |
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| Online Ticketing Issues on 23:09 - Oct 26 with 1763 views | Yorkshire_Dale |
Have we still got the wizz kids at Zenith in tow at the COA?
Surely these are the sort of guys to sort of get this sorted. | | | |
| Online Ticketing Issues on 07:43 - Oct 27 with 1577 views | Rodingdale |
This is a game where tickets should be given away at supermarkets, in pubs, clubs, schools, mosques, churches etc etc. Not made difficult for people. There will be something in the region of 7-8,000 empty seats in the ground. Yet another example of a missed opportunity to grow crowds.
New owners, same approach from the club. As bad as gifting goals to the opposition. | | | |
| Online Ticketing Issues on 08:40 - Oct 27 with 1519 views | BigKindo |
| Online Ticketing Issues on 13:12 - Oct 26 by rod_leach |
I tried to buy 3 tickets for season ticket holders yesterday but gave up after getting nowhere for 20 minutes. Added to basket, nothing in the basket. Tried again, tickets reserved by someone else, a right pain in the A. |
I had exactly the same problem trying to purchase two tickets, using the bar code on our season cards, on Thursday afternoon. The system still didn't work on Friday morning. |  | | |
| Online Ticketing Issues on 08:41 - Oct 27 with 1517 views | TalkingSutty |
| Online Ticketing Issues on 07:43 - Oct 27 by Rodingdale |
This is a game where tickets should be given away at supermarkets, in pubs, clubs, schools, mosques, churches etc etc. Not made difficult for people. There will be something in the region of 7-8,000 empty seats in the ground. Yet another example of a missed opportunity to grow crowds.
New owners, same approach from the club. As bad as gifting goals to the opposition. |
Great post. The game is a open goal in respect of opening the gates and letting the public in for not much money. It's half term, the schools should have been hammered with free tickets for this game ( not 10 tickets per school or whatever it is). It's a discussion we keep having but there's nobody in the club with the foresight to implement a proper plan. There isnt even a Halloween Party or Bonfire/ firework event planned, something that would have filled the Ratcliffe and a great social event. All missed opportunities in respect of raising revenue. No point discussing it anymore though. There will be a crowd of 1500 against Bromley...9000 empty seats/standing places and unsold beer and food etc. I'm assuming Cameron Ogden and his family are taking note of things like this. Missed opportunities to engage with the local community and put much needed finances in the coffers. The fans can see it so why can't those who purport to be running the club on a day to day basis? It's Xmas soon and many companies have already finalised their works party, booked venues etc. What have we done at the club in respect of this? Last year we first started advertising December party nights in the Ratcliffe in November, that's the lack of foresight and planning that I'm talking about. So five weeks until December and we've missed the boat again. [Post edited 27 Oct 8:49]
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| Online Ticketing Issues on 09:10 - Oct 27 with 1442 views | BigKindo |
| Online Ticketing Issues on 08:41 - Oct 27 by TalkingSutty |
Great post. The game is a open goal in respect of opening the gates and letting the public in for not much money. It's half term, the schools should have been hammered with free tickets for this game ( not 10 tickets per school or whatever it is). It's a discussion we keep having but there's nobody in the club with the foresight to implement a proper plan. There isnt even a Halloween Party or Bonfire/ firework event planned, something that would have filled the Ratcliffe and a great social event. All missed opportunities in respect of raising revenue. No point discussing it anymore though. There will be a crowd of 1500 against Bromley...9000 empty seats/standing places and unsold beer and food etc. I'm assuming Cameron Ogden and his family are taking note of things like this. Missed opportunities to engage with the local community and put much needed finances in the coffers. The fans can see it so why can't those who purport to be running the club on a day to day basis? It's Xmas soon and many companies have already finalised their works party, booked venues etc. What have we done at the club in respect of this? Last year we first started advertising December party nights in the Ratcliffe in November, that's the lack of foresight and planning that I'm talking about. So five weeks until December and we've missed the boat again. [Post edited 27 Oct 8:49]
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This may be the answer.
You need a license to organize a firework display in Rochdale, and you may also need to apply for a Temporary Event Notice (TEN):
Fireworks license
You need a license to store and use fireworks, and you can be fined up to £5,000 or imprisoned for up to six months if you don't have one. Only licensed professionals can use category 4 fireworks.
Temporary Event Notice
You need to apply for a TEN at least 10 working days before your event. You can apply as an individual, and the fee is £21.
Event application
You may also need to apply for an event application if your event:
Takes place on council land or the highway
Impacts traffic or parking
Requires road closures or "no waiting"
Has loud music
Provides entertainment
Sells food or drink
Requires licenses, such as street trading or sale of alcohol
Attracts over 200 people | | | |
| Online Ticketing Issues on 09:11 - Oct 27 with 1438 views | Dalenet |
| Online Ticketing Issues on 08:41 - Oct 27 by TalkingSutty |
Great post. The game is a open goal in respect of opening the gates and letting the public in for not much money. It's half term, the schools should have been hammered with free tickets for this game ( not 10 tickets per school or whatever it is). It's a discussion we keep having but there's nobody in the club with the foresight to implement a proper plan. There isnt even a Halloween Party or Bonfire/ firework event planned, something that would have filled the Ratcliffe and a great social event. All missed opportunities in respect of raising revenue. No point discussing it anymore though. There will be a crowd of 1500 against Bromley...9000 empty seats/standing places and unsold beer and food etc. I'm assuming Cameron Ogden and his family are taking note of things like this. Missed opportunities to engage with the local community and put much needed finances in the coffers. The fans can see it so why can't those who purport to be running the club on a day to day basis? It's Xmas soon and many companies have already finalised their works party, booked venues etc. What have we done at the club in respect of this? Last year we first started advertising December party nights in the Ratcliffe in November, that's the lack of foresight and planning that I'm talking about. So five weeks until December and we've missed the boat again. [Post edited 27 Oct 8:49]
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But Andy Duff was very clear here and I am surprised you missed what he said. He has to focus on the bigger things that drive revenue rather than cost. So he is more focussed on sponsorship elements rather than seasonal functions. Running events at Christmas etc takes a lot of manpower, does drive revenue, but also drives cost. The true net profit from such events makes it a lower priority than the higher value stuff. Does he use his time to run Christmas party nights that haven't been particularly successful in the past, or does he drive two new sponsors. He was clear on that.
Of course over time he said he will work on activities to drive retail revenues in the shop, and functions in the bars. I'd love the club to be a go-to destination on a non football day for events such as Mothers or Fathers Day, or Sunday lunch for example. But the facilities need investment, including the kitchens.
As for the free ticket giveaways - didn't we give 5000 free tickets away last Boxing Day? Most didn't come. Of course you could argue that it was a bad day to choose, with no public transport etc etc. In reality we have to win football matches - that gets bums on seats with people paying a fair price to do so. He also told us that there is no CRM system in place regardless what Bottomley said we were getting. So they can't yet target lapsed fans and irregular visitors effectively. And a free ticket can't be targeted with a low cost second ticket very easily. He doesn't have the resources to do it manually. Better to get that right so we don't waste the opportunities. Lets not criticise him when he has already given the fans a detailed explanation of why he is doing what he is doing. And the Ogdens will be well aware of his priorities and plans. | | | |
| Online Ticketing Issues on 10:39 - Oct 27 with 1333 views | Rodingdale |
| Online Ticketing Issues on 09:11 - Oct 27 by Dalenet |
But Andy Duff was very clear here and I am surprised you missed what he said. He has to focus on the bigger things that drive revenue rather than cost. So he is more focussed on sponsorship elements rather than seasonal functions. Running events at Christmas etc takes a lot of manpower, does drive revenue, but also drives cost. The true net profit from such events makes it a lower priority than the higher value stuff. Does he use his time to run Christmas party nights that haven't been particularly successful in the past, or does he drive two new sponsors. He was clear on that.
Of course over time he said he will work on activities to drive retail revenues in the shop, and functions in the bars. I'd love the club to be a go-to destination on a non football day for events such as Mothers or Fathers Day, or Sunday lunch for example. But the facilities need investment, including the kitchens.
As for the free ticket giveaways - didn't we give 5000 free tickets away last Boxing Day? Most didn't come. Of course you could argue that it was a bad day to choose, with no public transport etc etc. In reality we have to win football matches - that gets bums on seats with people paying a fair price to do so. He also told us that there is no CRM system in place regardless what Bottomley said we were getting. So they can't yet target lapsed fans and irregular visitors effectively. And a free ticket can't be targeted with a low cost second ticket very easily. He doesn't have the resources to do it manually. Better to get that right so we don't waste the opportunities. Lets not criticise him when he has already given the fans a detailed explanation of why he is doing what he is doing. And the Ogdens will be well aware of his priorities and plans. |
The investment needs to happen quickly then, because with every day, every home game, opportunities are dissipating. Other businesses are getting on with it. The inertia is palpable, reasons for not doing things pour out, not only from the club, but from fans as this thread shows. When positive ideas are put forward, well it’s all too difficult a perpetual Groundhog Day.
We don’t have a CRM - ok when will we get one?
We can’t run functions because the kitchens need refitting. When will we have new kitchens?
I liked the Barnet Managers interview, they won yeah, but he wants more, now, not tomorrow now. He wants to win, now.
We could do with a bit more of that attitude from our new owners. | | | |
| Online Ticketing Issues on 10:48 - Oct 27 with 1293 views | 442Dale |
| Online Ticketing Issues on 10:39 - Oct 27 by Rodingdale |
The investment needs to happen quickly then, because with every day, every home game, opportunities are dissipating. Other businesses are getting on with it. The inertia is palpable, reasons for not doing things pour out, not only from the club, but from fans as this thread shows. When positive ideas are put forward, well it’s all too difficult a perpetual Groundhog Day.
We don’t have a CRM - ok when will we get one?
We can’t run functions because the kitchens need refitting. When will we have new kitchens?
I liked the Barnet Managers interview, they won yeah, but he wants more, now, not tomorrow now. He wants to win, now.
We could do with a bit more of that attitude from our new owners. |
As Dalenet says it’s discussed in the meeting around why it will take time and that things are going on in the background.
Yes it could be communicated better but bot sure the owners attitude needs to be anything like Barnet’s manager! They’re new to football, they want to make a real change to the whole community. To change the culture at the club will take time and we have to back them to do that. | |
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| Online Ticketing Issues on 11:15 - Oct 27 with 1215 views | James1980 |
| Online Ticketing Issues on 10:48 - Oct 27 by 442Dale |
As Dalenet says it’s discussed in the meeting around why it will take time and that things are going on in the background.
Yes it could be communicated better but bot sure the owners attitude needs to be anything like Barnet’s manager! They’re new to football, they want to make a real change to the whole community. To change the culture at the club will take time and we have to back them to do that. |
Did Andy mention if any companies have quoted for the kitchen refit?
Regarding funding for these infrastructure projects, there are a number of shares that are unsold. Let's convert them to non voting cumulative preference shares with a competitive rate of interest and a minimum purchase amount of £1000 to contribute towards the cost. | |
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| Online Ticketing Issues on 11:19 - Oct 27 with 1188 views | 442Dale |
| Online Ticketing Issues on 11:15 - Oct 27 by James1980 |
Did Andy mention if any companies have quoted for the kitchen refit?
Regarding funding for these infrastructure projects, there are a number of shares that are unsold. Let's convert them to non voting cumulative preference shares with a competitive rate of interest and a minimum purchase amount of £1000 to contribute towards the cost. |
There wasn’t that much detail but I would recommend people watch it and make up their own minds after assessing the information provided. | |
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