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Post by Wreckless on Jun 3, 2014 22:59:38 GMT
On 13th May, I sent an e-mail to the Club Secretary highlighting my concern about the closure of the Official Fans Forum. I indicated that it was the only website that I logged on to every day, and that its removal was like losing a group of friends. I also stated that logging on every day was one of the things that had helped me through serious illness. I suggested that the resulting alienation of fans might not be the best way forward for the club at this difficult time, and that it didn't feel right when an open relationship with the fans was of critical importance.
I didn't expect the forum to be reinstated on my say-so. However, having been a supporter since 1971, I thought that my e-mail merited an acknowledgement at least.
3 weeks later - nothing.
I will draw my own conclusions and take action accordingly. Sadly, this will probably involve going to very few home games next season. It's a long trip for me, and is becoming less attractive with every passing day. I certainly don't feel that club welcomes me any more or has any respect for its fan base.
I have tried to consider the excuse that the club is very busy with its top-down review but frankly, I just don't believe it. |
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Post by richmace on Jun 3, 2014 23:33:36 GMT
That is so sad :-(
If that does not make the board sit up and listen then nothing will :-(
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Bridgeman
Alfie Biggs
Joined: May 2014
Posts: 3,549 
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Post by Bridgeman on Jun 3, 2014 23:57:06 GMT
On 13th May, I sent an e-mail to the Club Secretary highlighting my concern about the closure of the Official Fans Forum. I indicated that it was the only website that I logged on to every day, and that its removal was like losing a group of friends. I also stated that logging on every day was one of the things that had helped me through serious illness. I suggested that the resulting alienation of fans might not be the best way forward for the club at this difficult time, and that it didn't feel right when an open relationship with the fans was of critical importance.
I didn't expect the forum to be reinstated on my say-so. However, having been a supporter since 1971, I thought that my e-mail merited an acknowledgement at least.
3 weeks later - nothing.
I will draw my own conclusions and take action accordingly. Sadly, this will probably involve going to very few home games next season. It's a long trip for me, and is becoming less attractive with every passing day. I certainly don't feel that club welcomes me any more or has any respect for its fan base.
I have tried to consider the excuse that the club is very busy with its top-down review but frankly, I just don't believe it. I understand your feelings, I've submitted a number of questions to be raised at the Supporters Club EGM that make reference to the closure of the forum. Unfortunately their silence generally has been deafening, words fail me that you have just been ignored without even an acknowledgement. |
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Post by swissgas on Jun 4, 2014 1:34:44 GMT
Wreckless, you are the latest to experience the lack of courtesy from the club which many of us have suffered.
As a youngster I remember writing to Rovers at Eastville and getting replies from secretary Peter Terry on beautiful company headed notepaper. Such a small gesture from the club but something which made me feel very proud and extremely honoured to be a Rovers supporter.
Years later I was the lucky beneficiary of many words of advice from Denis Dunford and something I particularly remember him saying was that if you ever get the chance to make someone feel special then don't hesitate go ahead and do it.
One of the numerous things the club has arrogantly discarded over the past few years is the art of making any of us feel special.
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gassedup
Frankie Prince
Joined: May 2014
Posts: 210
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Post by gassedup on Jun 4, 2014 6:33:31 GMT
Wreckless, you are the latest to experience the lack of courtesy from the club which many of us have suffered. As a youngster I remember writing to Rovers at Eastville and getting replies from secretary Peter Terry on beautiful company headed notepaper. Such a small gesture from the club but something which made me feel very proud and extremely honoured to be a Rovers supporter. Years later I was the lucky beneficiary of many words of advice from Denis Dunford and something I particularly remember him saying was that if you ever get the chance to make someone feel special then don't hesitate go ahead and do it. One of the numerous things the club has arrogantly discarded over the past few years is the art of making any of us feel special. My belief is that the forum was closed not because of legal issues but due to the criticism the Board were receiving and people using the forum to bring together supporters in a constructive manner. They couldn't take the heat so they shut the kitchen. Quite by chance, many years ago, I met Denis on a train coming back from London. What a lovely man! We talked and I suggested the Club should contact Red Bull (it was their early days in the UK maybe mid 90's) regarding sponsorship due to the affinity of the quarters. Subsequently I sent him an empty can. Many months later I received a letter from the Club explaining that they had made contact but unfortunately Red Bull sponsorship money was aimed at motor sport etc etc. No chance of anything like that happening now. I do however have some sympathy for the Club and try very hard to make excuses. They must receive many thousands of letters and emails from the potential 40,000 fans who think (understandably) that it is their Club. Some of the correspondence will be unconstructive and maybe very abusive. We are all so much busier than we used to be and quite frankly there is much less "formality" and respect in life generally. The problem, as I see it, is the Club want the support of the fans but only on their terms. They want all of the benefits of having an incredibly loyal customer base but none of the responsibilities. It seems that they want the benefits of being closely associated with and owning the Club but none of the involvement in actually running it properly. Investment of money in isolation is not the answer to a successful business. It needs people with a positive culture and direction. Any other type of company would have been out of business years ago. The Club (perhaps I should stop using that capital "C" as they currently don't deserve it?) is in a sad state and a bit lost. It has no PRIDE. Supporters are not valued or at least made to feel valued. There is no doubt that it will spill onto the field of play. After all that is the only part which we are really interested in but we recognise and appreciate that the two go hand in glove. I experience, see and hear many incidents which could be put right with very little thought and virtually no monetary investment. Just a slight change in organisation, system or polite interaction. Enough of my ramblings. I have no doubt we all have our examples. Perhaps it is specific examples of poor experiences which the club might take notice of? Individually they might look insignificant but collectively I have no doubt it will paint a picture of a very sad, rudderless entity. I am making a collection to present to the club at some stage so please feel free to PM me with your examples. Please keep them concise and specific. I'll try to keep my mailbox free!!!!!! |
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jozer
Joined: May 2014
Posts: 365
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Post by jozer on Jun 4, 2014 6:54:04 GMT
"The problem, as I see it, is the Club want the support of the fans but only on their terms. They want all of the benefits of having an incredibly loyal customer base but none of the responsibilities. It seems that they want the benefits of being closely associated with and owning the Club but none of the involvement in actually running it properly. Investment of money in isolation is not the answer to a successful business. It needs people with a positive culture and direction. Any other type of company would have been out of business years ago."
Gassedup's entire post is spot on, but this paragraph in particular hits the whole nail square on the head.
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Angas
Joined: May 2014
Posts: 2,067
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Post by Angas on Jun 4, 2014 21:41:23 GMT
On 13th May, I sent an e-mail to the Club Secretary I think he's still on his charity bike ride. From memory, he's due back this weekend. Sounds like his mail box might be a bit full. A shame someone else couldn't have taken responsibility for checking it in his absence, or that he couldn't set up an "out of office" message. I'm sure most professionally run organisations would have organised one or the other. Hiding behind parapets seems to be par for the course at BRFC. |
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Post by phillistine on Jun 5, 2014 23:30:36 GMT
Dennis Dunford was a lovely man and he was very interested in what the fans had to say. He didnt sit in a box with the Directors but he and Mrs Dunford used to go into one on the half way line and chat with all and sundry. Mrs Dunford didn't watch the match on the few times that I was a guest but sat in the warm box , knitting and listening to the ooh's and ahhs of the fans outside. She would pour the tea when we came in at half time. That summed Rovers up then - a family club .
Whilst we cant have those times back - the Board need to work at fostering better relationships with just about everyone.
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Angas
Joined: May 2014
Posts: 2,067
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Post by Angas on Jun 6, 2014 8:08:54 GMT
On 13th May, I sent an e-mail to the Club Secretary I think he's still on his charity bike ride. From memory, he's due back this weekend. Sounds like his mail box might be a bit full. A shame someone else couldn't have taken responsibility for checking it in his absence, or that he couldn't set up an "out of office" message. I'm sure most professionally run organisations would have organised one or the other. Hiding behind parapets seems to be par for the course at BRFC. Ignore all that. Apart from the last line. I must have read the story wrong - he's just been practising all these weeks. The bike ride is this weekend. Up until now I presume he's been at his desk most days. |
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Post by TwertonKid on Jun 6, 2014 8:10:42 GMT
You sent your email to the wrong place mate.
I sent one highlighting the exact same concerns about the closure of the forum and I received a response 2 days later.
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Post by Wreckless on Jun 6, 2014 11:43:51 GMT
You sent your email to the wrong place mate. I sent one highlighting the exact same concerns about the closure of the forum and I received a response 2 days later. Not my job to know what is the correct place. I sent it to the Club Secretary via his e-mail address on the main site.
That should have been enough to ensure that it got to the correct desk.
Unless they don't communicate with each other...... is this possible?
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gassedup
Frankie Prince
Joined: May 2014
Posts: 210
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Post by gassedup on Jun 6, 2014 11:51:35 GMT
You sent your email to the wrong place mate. I sent one highlighting the exact same concerns about the closure of the forum and I received a response 2 days later. Perhaps you could advise where you sent it to obtain such a reply? |
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Post by TwertonKid on Jun 6, 2014 13:54:43 GMT
You sent your email to the wrong place mate. I sent one highlighting the exact same concerns about the closure of the forum and I received a response 2 days later. Perhaps you could advise where you sent it to obtain such a reply? Ye you are right, just chuck the email any old place and hope you get a response eh? Win win really. If you get a response great and if you don't a good opportunity to moan. I wonder if Man U respond to every single email and letter they get? dave@bristolrovers.co.uk I sent my email here and had a responce within 48 hours. |
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gassedup
Frankie Prince
Joined: May 2014
Posts: 210
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Post by gassedup on Jun 6, 2014 14:26:58 GMT
Perhaps you could advise where you sent it to obtain such a reply? Ye you are right, just chuck the email any old place and hope you get a response eh? Win win really. If you get a response great and if you don't a good opportunity to moan. I wonder if Man U respond to every single email and letter they get? dave@bristolrovers.co.uk I sent my email here and had a response within 48 hours. Not quite sure why you reply with sarcasm. It was a fairly straightforward question. However thank you for your help. |
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Angas
Joined: May 2014
Posts: 2,067
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Post by Angas on Jun 6, 2014 18:14:03 GMT
Perhaps you could advise where you sent it to obtain such a reply? Ye you are right, just chuck the email any old place and hope you get a response eh? Win win really. If you get a response great and if you don't a good opportunity to moan. I wonder if Man U respond to every single email and letter they get? dave@bristolrovers.co.uk I sent my email here and had a responce within 48 hours. Well done you. But who is Dave, and why did you choose to send it to him? |
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Deleted
Joined: January 1970
Posts: 0
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Post by Deleted on Jun 6, 2014 18:21:36 GMT
From the Customer Charter
"From time to time you may give us some personal details about yourself, such as your email address. We store these details on a database where it may be used to
contact you regarding club offers and news that we think you will be interested in.
Because we value your support, we make these promises to ensure that we use your data fairly, safely and securely:
Data Protection
• To only send you messages and offers that we think you will be interested in
• To give you the chance to opt-out of receiving further messages and offers from us in different formats
(e.g. email, text, phone, post)
• To never share your personal information with a third party for marketing purposes unless you give us
permission to do so
• To keep your details safe and secure in line with industry best practice and national / international law
If you have any queries about the information we hold about you or how it is used,
please get in touch with us at dave@bristolrovers.co.uk "
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Angas
Joined: May 2014
Posts: 2,067
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Post by Angas on Jun 6, 2014 19:24:52 GMT
From the Customer Charter "From time to time you may give us some personal details about yourself, such as your email address. We store these details on a database where it may be used to contact you regarding club offers and news that we think you will be interested in. Because we value your support, we make these promises to ensure that we use your data fairly, safely and securely: Data Protection • To only send you messages and offers that we think you will be interested in • To give you the chance to opt-out of receiving further messages and offers from us in different formats (e.g. email, text, phone, post) • To never share your personal information with a third party for marketing purposes unless you give us permission to do so • To keep your details safe and secure in line with industry best practice and national / international law If you have any queries about the information we hold about you or how it is used, please get in touch with us at dave@bristolrovers.co.uk " That's re data protection. Looking at the os now, I think it's more likely he went to the contact us page and then didn't bother scrolling past "Administration". he got lucky there then. If he'd gone down just a few more lines and found "Club Secretary" he'd most likely be another one still waiting for a response. It's a funny old game. |
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LJG
Peter Beadle
Joined: May 2014
Posts: 969
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Post by LJG on Jun 6, 2014 20:48:34 GMT
Perhaps you could advise where you sent it to obtain such a reply? Ye you are right, just chuck the email any old place and hope you get a response eh? Win win really. If you get a response great and if you don't a good opportunity to moan. I wonder if Man U respond to every single email and letter they get? dave@bristolrovers.co.uk I sent my email here and had a responce within 48 hours. Tw*t |
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Post by Wreckless on Jun 6, 2014 20:54:30 GMT
From the Customer Charter "From time to time you may give us some personal details about yourself, such as your email address. We store these details on a database where it may be used to contact you regarding club offers and news that we think you will be interested in. Because we value your support, we make these promises to ensure that we use your data fairly, safely and securely: Data Protection • To only send you messages and offers that we think you will be interested in • To give you the chance to opt-out of receiving further messages and offers from us in different formats (e.g. email, text, phone, post) • To never share your personal information with a third party for marketing purposes unless you give us permission to do so • To keep your details safe and secure in line with industry best practice and national / international law If you have any queries about the information we hold about you or how it is used, please get in touch with us at dave@bristolrovers.co.uk "
But I didn't have any queries about the information that is held about me - so why should I even think about contacting Dave - whoever he is?
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c4h10
Joined: May 2014
Posts: 476
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Post by c4h10 on Jun 6, 2014 21:38:48 GMT
Season before last, a friend of mine - a season ticket holder for some years - started taking a lad, new to the area, to Rovers matches. The lad used to meet (still does) his cousin in the Blackthorn end. My friend had been suffering from cancer for a while, and, before Christmas wasn't fit enough to attend. I started taking the lad to matches, and my friend told me that he would like the lad to have his ticket. Problem. Pensioner's ticket for the stand; juvenile ticket for the Blackthorn required. I said leave it to me, and emailed the club. No reply. After a while, emailed again. Reply from the secretary: he had passed the request to the person responsible for tickets, and he would find out what had happened. Reply from ticket department: In the circumstances they would waive the "not transferable" bit and allow the swap. But they would need to contact my friend to get his agreement direct. Fair does. I emailed full names, addresses and telephone numbers of both parties (with the lad's mum's permission) back. Never heard another thing - neither did either of them. My friend has subsequently passed away; the lad bought a season ticket last season - don't know if he will watch us in the Conference. Bit different to the supporter of a club not far away who was a guest at a home game, including a visit to the dressing-room. My friend did get a mention in the programme, though. (I've bottled this up for some time, but this thread, together with the pathetic closing of the official forum, has brought it all back).
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