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Author Topic: Ticket/Season Ticket Refunds  (Read 3136 times)

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SiB

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Re: Ticket/Season Ticket Refunds
« Reply #30 on: Monday 04-May-2020, 22:11* »
As a season ticket holder it would have been nice to have received this email. Sadly as usual communications from the club are a bit hit and miss.

Have you already renewed Sam ?

Domestos

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Re: Ticket/Season Ticket Refunds
« Reply #31 on: Monday 04-May-2020, 22:18* »
A couple of times in the text of the email it says read this "here", where there should obviously be a link to more information. Those 'links' don't work. What should they say?

RocQuin

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Re: Ticket/Season Ticket Refunds
« Reply #32 on: Monday 04-May-2020, 22:53* »
A couple of times in the text of the email it says read this "here", where there should obviously be a link to more information. Those 'links' don't work. What should they say?

The links work fine (for me anyway). First one takes you to a repeat of the CEO interview on BT Sport, and the second one takes you to the membership renewal page on the club website.

DOK

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Re: Ticket/Season Ticket Refunds
« Reply #33 on: Tuesday 05-May-2020, 12:30* »
I already renewed my season ticket. Is that why i didn't get the email?

Monte

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Re: Ticket/Season Ticket Refunds
« Reply #34 on: Tuesday 05-May-2020, 13:42* »
That e mail does not talk about refunds it is the one at the top from Henry Cox that mentions a refund. ‘Appropriate action is not a refund’ . I have already renewed.

Jus-Quin-Time

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Re: Ticket/Season Ticket Refunds
« Reply #35 on: Tuesday 05-May-2020, 13:50* »
I already renewed my season ticket. Is that why i didn't get the email?

As you may be aware, the renewal deadline to secure your Season Ticket Membership is 9th June.  While I understand that you have not yet committed to renewing your 2020/21 Membership,

This sentence suggests the e-mail has been directed at those who have yet to renew their membership.

toast

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Re: Ticket/Season Ticket Refunds
« Reply #36 on: Tuesday 05-May-2020, 14:47* »
I have had 3 x Gold STs for 25 years, well 2 for 25 & 1 for 13,  that are still to be renewed for 20/21.

I know this will annoy some people as its will come across as negative but apart from the ST Postal Pack I/we haven't received any communication from the club at all not bad for someone who's spent 'probably' in excess of 35K directly with the club over the years, not that the money matters! 

As I have said before I really don't see how hard it is to treat supporters like adults and with a modicum of respect and post a factual statement on the website that says what the options are going to be if you decide to renew and the season kicks off behind close doors which is looking more and more likely as each day passes.

All I have is what people are posting on here as information, yes I could email the club as I have before but why should I and that only increases the workload of the few left working.....

Not renewing isn't something I am really considering BUT it is a big commitment if live rugby isn't going to happen, again as I have previously stated I obviously want Quins to survive.

I also really want to see the professional games continue to grow but I struggle to see how this can happen within the current structure and financial constraints that did and will exist moving forward.

I'd like to assume people far cleverer than me are working on new structures and options moving forward as I fear that without a major restructuring, leading to UK / European leagues ?, the future of professional rugby union isn't viable and most clubs will go back to the semi amateur days of pre 1995/6.
« Last Edit: Tuesday 05-May-2020, 15:03* by toast »

honkytonk

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Re: Ticket/Season Ticket Refunds
« Reply #37 on: Tuesday 05-May-2020, 14:59* »
Maybe the club just dont know what the options will be currently.  Imagine the uproar if they were to say "in the event the season does not resume, X will happen" and for whatever reason it does not.  They cannot confirm what they do not yet know
Agree Agree x 1 View List

toast

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Re: Ticket/Season Ticket Refunds
« Reply #38 on: Tuesday 05-May-2020, 15:09* »
HT, I take your point, as there are so many unknowns but the email sent to some says, and I paraphrase, You can have a refund if you decide to before any 20/21 games are played?

They could post that Email or similar on the website at least giving people a central point of information? We all know that communications is the bain of every company as they can never be 100% right and please everyone but right now radio silence isn't helpful in the slightest.....

 

honkytonk

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Re: Ticket/Season Ticket Refunds
« Reply #39 on: Tuesday 05-May-2020, 15:18* »
Fair point

never sleep

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Re: Ticket/Season Ticket Refunds
« Reply #40 on: Tuesday 05-May-2020, 15:25* »
HT, I take your point, as there are so many unknowns but the email sent to some says, and I paraphrase, You can have a refund if you decide to before any 20/21 games are played?

They could post that Email or similar on the website at least giving people a central point of information? We all know that communications is the bain of every company as they can never be 100% right and please everyone but right now radio silence isn't helpful in the slightest.....

 
Hi Toast - I would really encourage you to check why you are not getting the emails.
From my experience, it is generally something that the customer has done themselves.
E.g. you have marked a Quins email as spam in the past or you have unsubscribed.  Or, you has a smart filter that is marking them as promotional.  Quins will have to obey all the laws when communicating with you and it is possible that you have done something which is actively preventing Quins from contacting you. 
It may seem counter-intuitive, but if you have chosen not to receive any communications, and Quins send you a communication - even if it is important to you, then they could be liable for a fine of up to €20 million.

I doubt that Quins are actively not marketing to you.  They are using a tool called dotmailer.com which looks like a fairly standard email broadcast service (https://dotdigital.com/features/email-marketing/)

Samquin

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Re: Ticket/Season Ticket Refunds
« Reply #41 on: Tuesday 05-May-2020, 15:39* »
Thanks. I did check the spam and other folders.  Maybe as I have automatically renewed they decided not to bother keeping in touch.

toast

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Re: Ticket/Season Ticket Refunds
« Reply #42 on: Tuesday 05-May-2020, 15:41* »
NS - thanks for the advice, and actually (not trying to be smart!) with GDPR its up to £20M or 4% of total global turnover which ever is the larger amount.

I have worked in IT technical and management for past 35 years and can confirm that I 'accept' Quins messages into my email and regularly check my settings for various filtering (Virus/Spam/Profanity etc) and junk folders to ensure I am not missing emails that I'd like to receive and there is nada from Quins to me anywhere, ho hum!

As I regularly tell my colleagues lets set up (and use!) a simple single point information portal to communicate through, and that includes making sure that if your using Twitter Facebook etc make sure what is put onto those platforms is also available in 'the' single place... (simplistic in theory hard to police in most companies - grrrr bl**dy marketing!) 
« Last Edit: Tuesday 05-May-2020, 15:43* by toast »

never sleep

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Re: Ticket/Season Ticket Refunds
« Reply #43 on: Tuesday 05-May-2020, 16:02* »
NS - thanks for the advice, and actually (not trying to be smart!) with GDPR its up to £20M or 4% of total global turnover which ever is the larger amount.

I have worked in IT technical and management for past 35 years and can confirm that I 'accept' Quins messages into my email and regularly check my settings for various filtering (Virus/Spam/Profanity etc) and junk folders to ensure I am not missing emails that I'd like to receive and there is nada from Quins to me anywhere, ho hum!

As I regularly tell my colleagues lets set up (and use!) a simple single point information portal to communicate through, and that includes making sure that if your using Twitter Facebook etc make sure what is put onto those platforms is also available in 'the' single place... (simplistic in theory hard to police in most companies - grrrr bl**dy marketing!) 
No worries - I didn't want to sound condescending (I hope I didn't come across that way) - I just wanted to make sure that your own setup was correct.

I am not sure that you are correct regarding the fine. I am sure it in in Euros.  I did assume that €20m was > than 4% for Quins.  (But, GDPR fines are really off topic :-) )

I am assuming though that Quins will have furloughed some of their office staff at the moment - so, they may not have all of their marketing comms staff around to send out all of their comms.

toast

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Re: Ticket/Season Ticket Refunds
« Reply #44 on: Tuesday 05-May-2020, 16:08* »
NS - Apologies it is in Euros! (My Bad) and yeah GDPR is very slightly off topic.... Now this C19 tracking app :-)

From the UK ICO

GDPR, the fine framework can be up to 20 million euros, or in the case of an undertaking, up to 4 % of their total global turnover of the preceding fiscal year, whichever is higher.

 

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