Wonderful Union Feedback/Wishlist

[MusiKel Mama]

I think it would be beneficial if everyone came up with a list of both grievances and practical solutions to give to the kind folks at Wonderful Union. In any community, there seems to be a set of rules and mores, which commonly are only known by members of that community...so why doesn't everyone list their problem, and how they think it should be solved...and give that to Allison or whomever is in charge of public relations/outreach?

[CountSA]

*Stop closing tickets when no solution has been reached.

[MusiKel Mama]

*Stop closing tickets when no solution has been reached.

Okay, so how about this? Prior to all pre-sales, (time to be determined), ANYONE with an active Roll Call membership should inform Wonderful Union of the number of tickets they plan on buying. This will give them an estimate of how many tickets to be released +/- a margin of error. In addition, it will give the band/promoters ideas on ticket sale trends in different areas for future reference.

[itrainmonkeys]

- Clear, 100% communication and confirmation with each individual venue that early entry will be available and have a line/area set up for Roll Call Members to wait.

- Stick to the deadlines they set (or make it clear that something is limited by the number of items they have). They cancelled Roll Call Signups early (for the 2014/2015 membership) because they "ran out" of merch items even though they said we had until the end of the year and made no mention of "While supplies last". 

- Don't make brand new Roll Call packages with exclusive merch for a year that you already had some fans sign up for. Now some people who like the vinyls/posters and need to have them are forced to sign up twice for 2015 Roll Call.

[ellisintransit]

Place the laminate, poster, and t-shirt for the 2015 Roll Call package in the points store, so those of us who bought the 2014/2015 Roll Call package last year can get those items without having to re-re-up our subscriptions.  I would spend all my points just to get this year's laminate.  On that note, be more transparent with your products.  We had no idea when we signed up for the bonus membership that we weren't getting certain items.  Then there's the fact that you stopped selling those same-said memberships before the date you said you would.

Also, more campaigns and contests to accumulate points.  That points system has been dead for quite sometime for those of us that have maxed out, and I think it's a pretty cool idea.  Utilize it or do away with it.

And, customer service.  I know business hits snags, but at my work when the customer perceives a slight (whether they're in the wrong or not) it's our policy to tell them we are sorry for their issues.  Excuses aren't very becoming. It's possible to do that without saying "I fucked up" even though you probably did.  If somebody from ground_(ctrl) had come into the forums and said "geez guys we're really sorry this is happening" even without admitting fault, it would have made me feel a little better about the whole thing.  The people they sent into the forum either blamed browsers, user error, or told us to send our queries to their email.  Eventually there was some semblance of capitulation, but it came way too late, imo.

Treat us like kings.  You don't have to treat me like you're my slave, but at least act like we matter.  All this blame game and closing tickets without resolving issues, and the money screw-ups...ain't nobody got time for that. 

[subinai]

make sure the website actually works prior to a pre-sale

[MusiKel Mama]

make sure the website actually works prior to a pre-sale

Maybe there should be a limited number of " technical issue" tickets...say 30....that are available through customer support on the day of presale.

[MusiKel Mama]

Place the laminate, poster, and t-shirt for the 2015 Roll Call package in the points store, so those of us who bought the 2014/2015 Roll Call package last year can get those items without having to re-re-up our subscriptions.  I would spend all my points just to get this year's laminate.  On that note, be more transparent with your products.  We had no idea when we signed up for the bonus membership that we weren't getting certain items.  Then there's the fact that you stopped selling those same-said memberships before the date you said you would.

Also, more campaigns and contests to accumulate points.  That points system has been dead for quite sometime for those of us that have maxed out, and I think it's a pretty cool idea.  Utilize it or do away with it.

And, customer service.  I know business hits snags, but at my work when the customer perceives a slight (whether they're in the wrong or not) it's our policy to tell them we are sorry for their issues.  Excuses aren't very becoming. It's possible to do that without saying "I fucked up" even though you probably did.  If somebody from ground_(ctrl) had come into the fms and said "geez guys we're really sorry this is happening" even without admitting fault, it would have made me feel a little better about the whole thing.  The people they sent into the forum either blamed browsers, user error, or told us to send our queries to their email.  Eventually there was some semblance of capitulation, but it came way too late, imo.

Treat us like kings.  You don't have to treat me like you're my slave, but at least act like we matter.  All this blame game and closing tickets without resolving issues, and the money screw-ups...ain't nobody got time for that.

I think the Roll Call points and reintroducing the blogs and positive legacy attributes would be wonderful...but we have to engage them for them to work. I for one would love it if these became a real focus of the membership. That by participating in life, you are rewarded with what you love...

[vespachick]

I suspect that the root problem is endemic to the culture at the actual office, and no amount of bitching or list making on the fan end will cure that. Probably a lot of turnover and no real training.  Everybody is new and nobody earns enough money to give a fuck.  Just a theory.

[buymycar]

To alleviate any headaches with early entry, one and only one laminate should be issued. Roll Call 2015 people should get the same laminate Roll Call 2014/2015 people got.

[Sassbox]

To alleviate any headaches with early entry, one and only one laminate should be issued. Roll Call 2015 people should get the same laminate Roll Call 2014/2015 people got.

A bigger than this issue, though, is notifying the venue that early entry exists!

And why doesn't WU offer support at shows? I had an experience at Port Chester where the venue had no record of me having purchased tickets. I had confirmation in hand and was told by the box office there was nothing they could do as GC wasn't there and there was no way for them to contact them. It ended up getting resolved as I went right to the venue manager, but there should be some type of on site support (or at least telephone support) in the event of problems .

[Santo]

Complaints:
-lack of follow through with orders. Every roll call purchase we've made, I've had to follow up because something (sometimes everything) didn't get delivered.

-Wait time for customer service. They don't answer questions on the spot. If you send a text message through their website, it can take hours to get an initial response. After first contact it, there is never an answer. In my experience its taken days to resolve a simple question, usually through multiple tickets.

-like others have said, the closed call tickets without resolution. Then you have to open a new one. They lose the paper trail and start over.

-Often, the first response that I've gotten from them blames me for the mistake... "You didn't read it correctly", "You ordered wrong" etc.

Suggestions...
-Don't sell the presales directly. Similar to livedownloads and Cloud 9, use an individual code through the ticketing agency. Email out a week in advance so if someone didn't get it, then it can be resolved before the presale.

-I like the idea of selling the posters and laminates through the Roll Call store.

-I also like the one laminate suggestion. If they do a "Bonus" membership again. Don't sell benefits that they can't offer, just sell the t-shirt, poster, laminate, vinyl at a slightly reduced price. That way everyone knows when they will have to re-up.

-One end-date for all Roll Call membership. For instance, all the 2015 memberships end on Dec. 31, 2015.

-Known deadline for signing up to get that years stuff. Keep it stocked through the deadline.

[MusiKel Mama]

I suspect that the root problem is endemic to the culture at the actual office, and no amount of bitching or list making on the fan end will cure that. Probably a lot of turnover and no real training.  Everybody is new and nobody earns enough money to give a fuck.  Just a theory.

Well let's see if we can get Alison on board and get her a promotion with all these sweet ideas...!!!

[mahg33ta]

My single suggestion would be to SIMPLIFY.

It's ridiculously complicated to sort through the "am I a 2014 roll call or early 2015 or deluxe or digital and can I buy here or there or which link at 10 or 10:30".   They haven't proven themselves able to run a simple fan club competently, so don't build a mousetrap with all this complexity.

[oistheone]

Great ideas so far.

If they are sticking to tiered pre-sales, my suggestion is that a day or two before any presale, ALL Roll Call members are e-mailed with whatever group they are in, when their presale starts and any other relevant presale instructions. A lot of other fan clubs do this and it makes everything a lot less stressful when you know where you stand. And if for any reason there is a discrepancy, there is time BEFORE the presale to work it out.

[justbcuzido]

My single suggestion would be to SIMPLIFY.

It's ridiculously complicated to sort through the "am I a 2014 roll call or early 2015 or deluxe or digital and can I buy here or there or which link at 10 or 10:30".   They haven't proven themselves able to run a simple fan club competently, so don't build a mousetrap with all this complexity.

I agree because I have never known my status of what I am getting. They have given me a total of 8 additional months of membership due to issues I have had. Though I dont think that means I get any of the 2015 stuff. It would just mean I can access the site. So I would have to pay more (extend again) to receive stuff for the year Im already covered for.

[joey_rogo]

I actually have no idea what tier of roll call I am. I purchased the 2014-2015 combo subscription and idk if that is the good or bad one. Probably the bad one. I am less of a fan, I suppose.

[ericm]

I wish they would go away. Never to be heard from again, and the band turns to a company that is efficient, and helpful when it's needed.

[itrainmonkeys]

I wish they would go away. Never to be heard from again, and the band turns to a company that is efficient, and helpful when it's needed.

It's probably a lot of work to move it to a different company or start up their own thing but at this point I'd prefer it to the past few years of problems that don't show signs of improvement.

[johnnYYac]

I'm available...