by Mothy » Fri Oct 06, 2017 7:13 pm
I just wanted to post how a negative experience turned into a positive experience.
I was unable to attend the Accrington match, so I decided to use the Green Devils LIVE service for the first time.
As many who posted on the Accrington Stanley match thread will know, the live commentary did not start until 27 minutes into the game and towards the end something odd happened and we were suddenly listening to the Cheltenham match. Additionally, there wasn't the advertised digital programme to download.
I sent an emai to the club on Sunday to explain the problem, frustration with what had occurred and to request a refund. Perhaps, in part prompted by Tddum's post on the Accrington thread as to whether anyone bothers to contact the club and make them aware of the issue.
Monday morning, I received an email confirming that my credit card would receive the refund I had requested.
Monday evening, I received an email from Helen Taylor, Chief Executive who had taken the trouble to write. Without going into the details, I will share that there was an apology for the service, empathy with the disappointment and a shared frustration, assurance that club were working hard to resolve issues with the relevant providers and finally writing as a fan and hoping for points to celebrate at the next match. (I noticed Helen that was plural so must mean 3 points)
Whilst we vent our feelings on the forum which in itself is no bad thing, on the rare occasions I have contacted the club I have found it to be helpful in both explanation and problem resolution, if there is one.
I was therefore delighted to see that the Cheltenham Cup Match Green Devils LIVE commentary subsequently happened without a hitch.
I hope anyone listening tomorrow to the Green Devils LIVE has a trouble-free experience and hear Bob/Billy Hunt announcing an away draw, but even better a win. I will be following on twitter and the forum as I am taking a short stroll to spend non-league day at AFC Telford United v Boston United.
Chapeau to Helen and FGR
#WeAreFGR #BacktheBucks