They wonder why the crowds were down last Saturday Night.
THIS HAPPENS EVERY YEAR
How would you like them running your business:
Message below from CEO
An important update regarding Swans membership packs
The purpose of this email is to provide members who have not received their membership packs with an update as to the steps we are taking to ensure they get their packs as soon as possible. Please disregard this notice if you have already received your membership pack.
We again apologise for the delay. Be assured we are doing everything we can to fast-track the delivery of membership packs.
What has caused the delay?
In short, we have a new membership system and have experienced a number of unexpected teething issues. There is no excuse for this and we do take full responsibility.
There are two main issues that caused the delays. The first relates to members who did not have a date of birth recorded on the old system. The second issue relates to family memberships that were registered online via the website or through our interactive voice recognition (IVR) system.
Approximately 10 per cent of members have been affected by one or both of these issues.
We have now rectified both of these problems and packs for those affected by the above issues will be dispatched from the mailing house today (Thursday 9 April) and express posted to members. We are advised that members can expect their packs at the latest by Wednesday of next week (making allowance for Easter).
What happens if I don’t receive my membership packs before the Carlton game?
If for any reason you don’t receive your membership packs by next Wednesday 15 April, then please contact the Membership Team on 02 9339 9130.
As a contingency plan, temporary tickets will be made available and can be picked-up from the SCG on 18 April if required.
Reserved seat members in the Redbacks, Sydneysiders, Platinum, Gold, Silver and Bronze categories should visit the Swans Service Office No 2 at Gate A if they need to collect temporary tickets.
All Red Zone (unreserved seats) members should visit the Swans Service Office No 1 at Gate E on Driver Avenue.
We recommend you arrive at least 45 minutes before the start of the game to avoid last minute queues or delays.
Please note: all members will have either their membership packs and / or tickets to the 18 April SCG game, so that they have direct access to their allocated seats.
In some cases packs have been sent but not received
Every year, a small number of member packs are sent but are not received, for reasons beyond our control. Address changes, mail redirections and human error can sometimes cause mail to go astray.
In any case, temporary tickets will be issued at the venue on match-day and replacement packs will be re-issued for those members affected.
Member enquiries – communicating with the Membership Team
As you can imagine, the Membership Team have received a large number of phone calls and emails over the last week or so. Given our limited resources, the team are doing their best to respond to your enquiries as quickly as possible. Every member is important, so we ask for your patience as we work through each member’s queries. The Membership Team is now focused on processing member requests for any changes to their membership, including seat changes, changes in category and alterations to membership cards.
We will continue to keep you updated regarding progress via the Member e-News and on our website - www.sydneyswans.com.au.
On behalf of the Sydney Swans, we sincerely apologise for any inconvenience we may have caused you, your friends or family as a result of the late processing or delivery of your membership packs. It is always our goal to provide you with a professional and reliable service, however in this case we respect we have disappointed some of our valued members.
We acknowledge that our challenge is to restore your confidence in our ability to deliver a quality service.
