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What's that then?

 

One of the photo tickets I received was for the wrong day (these things happen) so I tried to contact the organisers. I tried emailing info@collectormania.com (under "contact us" on the online store website) but that was 5 days ago and I've had no response. I repeatedly tried calling 01908 671138 (the number shown on the online store and the Collectormania Glasgow site) but that just rings out.

 

I imagine I'll be able to exchange the ticket on the day I have to say your support sucks. Just glad I didn't have a more serious problem.

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You have the old store email. shop@showmastersevents.com is right. The other one should still get forwarded, but there may be a delay. I'll let the office know that they missed changing it on one page, thanks for pointing that out.

 

For the general problem Sheppy Dreamer is right, bring the ticket and the order email and this will get sorted on the day. This would have been the advice from the store email too as it's too close to the evnt to guarantee timely delivery.

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Thanks for the response, and for arranging to get the email address corrected. I actually just had a delivery failure arrive from my email last weekend so it's not forwarding.

 

What about the phone though? There's no recorded message or anything - it just rings out.

Edited by luskentyre
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Hence my wording "should" - another attendee contacted me on my email and mentioned they got an error message. I'll try to find out if the forwarding is officially over now. It was supposed to be ongoing for a while.

 

I honestly don't know about the phone. I'm not even close to Milton Keynes, I can't tell about the phone line.

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Customer Support for the ShowMasters team is a big issue I see time and again especially when it's close to an event which is understandable if the whole team go. Though isn't there an admin team that stays at the home office to deal with the support asspect? your able to respond online via e-mail (when it's working) and through the forum (or other socal networking sites) but not through the actul phone number?? Seems like that set-up should be worked on. (Live chat being available on here would be a great start).

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The online responses are usually handled by myself. As you see from my location, I am not in the UK. As much as I would like to, my real life doesn't allow me to attend all events. My bank manager hates me as it is anyway. :lol: That's why you'll usually find me online during event weekends, so someone is there to deal with office queries.

 

Twitter and Facebook are mostly handled by DavidB. He's a volunteer like me and not working in the actual office team.

 

Besides that, any office support by phone during the event weekend is pretty unusual unless we're talking the larger companies. Then there's a day on either side for travel. Why the phone wasn't being answered earlier this week I really don't know. It could simply have been a case of everyone in the office being there, but handling other things at the moment. It's not like there's 20 people in the office unfortunately, so it happens that everyone is pre-occupied.

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So again, the support part IS lacking like lusk says. There needs to be someone specific to take calls for all events rather than just whoever isn't busy in an office, that's not a good way to run any business, someone online is great though people who might not have access to these pages need to be considered too.

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Thank you Brian. I just think that it's unprofessional (and unhelpful) to advertise a phone number and then not answer it. An answering machine or recorded message would have been something...

 

As it turns out, there was no problem exchanging the incorrect ticket. All the crew I met when there were, without exception, helpful and friendly. It's just a shame that doesn't extend elsewhere.

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