Hi all,
I’ve seen this thread and checked in every now and then with some interest.
As per my usual contributions on here, I can’t go into matters case by case nor do I intend to get into debates with specific individuals, but I do hope to provide some context.
Firstly the ticketing system (from a very top level) works by issuing a digital code, with a primary function of use being mobile download. I accept this isn’t for everyone, but that is the system default and how it is built in terms of process workflow.
To issue a physical card, we have to ask the system to generate a QR code, which is printed onto the plastic. This is not the same barcode as used when accessing via a phone. Access is gained by either/or but can only be scanned once per entry. Within less than a second accessing from one voids the other.
A QR code that is printed onto a card has to be voided should changes to the account occur. I know part of this is fraud prevention, but that is as far as my knowledge goes on this one.
So, as long as a cardholder stayed in the same seat, stayed at the same price category and stayed in the same membership category (Gold +/Gold Digital/Gold) then the QR code would still be valid.
This was the case for 82% of the fanbase.
Of the remaining 18%, 7% on game 1 managed to read our communications, take suitable action and access the game without issue. 11% did not.
We needed to reflect on this, and we did, as clearly our communication was not good enough when you have 11%/500 people facing issues.
Post-Exeter, we have (again) direct mailed all those impacted (note this goes to the email you have provided us, we also can be responsible for emails going to junk or when people block/unsubscribe), we also placed an article on our website and the usual social media updates. Link below.
A reminder for gold season members - News - Lincoln City (weareimps.com)
This provided options for fans to walk in, call or email if they faced issues and/or expected they may have issues should they have not attended the Exeter game.
In the week around 120 people used this service, despite over 400 people reading our email sent on the topic.
This led to approximately 350 people coming into the ticket office between 14:15-15:10 on Saturday.
Now, all in all, I can understand your frustrations, and I can also share your frustration with technology. What I struggle to fathom, is why it is deemed exclusively the clubs’ fault when matters arise? Respectfully I would say some people really aren’t helping us help them?
A prime example of this would be the 20+ emails we have had over the weekend complaining that the free water wasn’t available on the catering kiosks. The article clearly states where to collect the free water from
(Water available to fans on Saturday - News - Lincoln City (weareimps.com)) but despite this, we still received some pretty rude and angry emails. Even the best ones accuse us of
“great intentions but shambolic execution”.
I guess my point is we absolutely make mistakes, or at times things just happen and we have to fix. That said, the belief that
“the club are a shambles” (or similar) is a little unfair and unjust (IMO).
To close, I am sorry if you have been inconvenienced. But for the avoidance of doubt, your card will not work next week, if it didn’t work this week without manual intervention. If you are in this group, please contact the ticket office as per the below.
Thank you for your continued support. Please be assured the team and I will do all we can to resolve the remaining cases but I reiterate we will need your support to do this.
#UTI
Liam
Email:
tickets@theredimps.com
Telephone: 01522 458884
In-person: open Monday to Friday from 10am – 5pm
