lucablue wrote:
Application: Mail
Problem: I'll try to key this brief. We are Premium Reserve seat holders on level 2 in the pockets at Etihad & MCG - group of 5 & group of 4. Submitted all 9 applications together on Nov 29th requesting that we move across closer to flank or wing if seats became available. I wrote a letter & attached to the forms, making it very clear that we don't expect all 9 to be together but so long as within next few bays of each other, that would be OK. I also made it clear that we would be happy for 5 to move one year & 4 the next, if that improved our chances of obtaining better seat position towards wing. I stated that i understoodhow difficult it was to get a group of 5 or 4 together in improved seats & that we would even consider moving groups of 2 or 3 per year, again, if that improved our chances of eventually obtaining seats on the wing for all 9 in our group within a few years. By the end of Jan, I still had not heard back so rang the club. They said they're still working through it, and to wait 2 weeks. I rang 2 weeks later & was told someone would call me in a week or so. I waited another 1 week & still no news. Rang the club & was told I'd hear back very soon. I was worried our request for seat change had been lost in the system, so sent an email to membership email address. I received an email reply the following day, that because we wanted all 9 seats together, it would be impossible to get level 2 seats on flank or wing, but they could put us on the top deck (which is where we'd come from 2 years ago). Very clear that they ignored my letter. Total incompetence!!!!!!!!!!
I have had similar experiences dealing with the membership department. The problem can only be one or both of the following reasons: A) The system they have in place for processing membership applications and specific request (such as yours) has flaws and deficiencies. B) The staff are incompetent and/or lazy. C) A combination of both A and B.
Request such as yours should be logged and tracked. Staff should CONTACT YOU (when they say they will) for updates on the progress of your request. What appears obvious from my experience and reading the posts in this forum, is that request just disappear into the ether, and staff have a "they'll hassle us if if it's important, otherwise we can't be bothered" mentality.
Dealing with CFC should be a pleasure, not a hassle which it currently it.
Fix these systemic problems (sack people if necessary) and watch our membership really take off.
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a novel method..
