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Sunderland v Newcastle United - Premier League

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Fan Letters: Will mag tickets go to Phase Four? + More reports of bad customer service from SAFC

We’ve had a few more complaints from disgruntled readers who’ve received some bad customer service from Sunderland AFC - and will the Newcastle tickets go to Phase 4? If you’ve got something to say, email us:

Photo by Mark Runnacles/Getty Images

Dear Roker Report,

My wife calls me Jonah - if something can go wrong it’ll be me.

After my six month ordeal to get my ‘retired’ season ticket price I hoped that my ‘SAFC ADMIN’ problems were behind me - Enter the Audio Pass.

For years, maybe a decade or more I’ve subscribed annually, rejoiced in the delights and cried with despair often texting in to Benno and co and considered it a safe haven when I worked abroad for 4+ years.

So this season I discovered that my one click on the SAFSee app no longer works.

Searching through link after link of how to stream, with options to sign up for premium, and direct debits for monthly installments, I can no longer connect.

Unfortunately due to health issues, I’m not getting to the games, so my Benno dependancy has climbed a few notches.

Each game comes, and between 2-3 on Saturday or 7-8 midweek I enter the loop of death.

Username or password not recognised, reset here, streaming choices, audio pass, enter password, not recognised. Go to Your account settings, and behold - confirmation that SAFC have indeed taken another month’s subscription ( the only thing they know how to do well).

I send a help request which defaults to the same links, which takes me once more into the loop of death.

If problems persist contact this address. Invariably I get an email 20-30 minutes after the match has finished.

I’ve cancelled my subscription when the latest advice was to try a different search engine. So SAFC is no longer compatible with iPhone and iPad on Safari? WTF?

I humoured the ‘helper’ and installed Firefox, the first of his recommendations.

I’m sure you can guess the rest... Is it me?

Kevin Ramsay

Ed’s Note [Gav]: Unfortunately I have no good techy advice to share with you, but it doesn’t surprise me that the tech support on offer is shite. Every single aspect of the club’s customer service is shite, aside from the brilliant help Chris Waters gives so many supporters of course. No matter what the issue is, there’s a definite pattern here — people want to spend their hard earned cash with the club and they find any way they can to make it hard for people to do so. Whether it’s your fault or not, you’d think some proper assistance would be offered to ensure you get to your desired end point. Sigh.

Sunderland v Leeds United - Sky Bet Championship Photo by MI News/NurPhoto via Getty Images

Dear Roker Report,

Are there any plans for the tickets to go on sale after phase 3?

I’ve tried to get through to the club via email and have had nothing back. Don’t know if you’ve got any inside info. Just I’ve got 1 match prior and 2 coming up and they’re still not allowing me access to buy a ticket for the derby. Seems a bit silly to restrict it to 3 phases and not general sale with previous Sunderland ticket purchases.

Liam Maddison

Ed’s Note [Gav]: I don’t envy the club on this one because they have to be careful with how these tickets are distributed, otherwise you’ll just end up with loads of mags in the home end. There are loads of tickets in the Premier Concourse still available, which is surprising. I guess we’ll see. This is a huge chance to boost the club’s coffers ahead of the transfer window and I suspect they’ll do whatever it takes in order to maximise the profits.

Sunderland v Newcastle United - Premier League Photo by Mark Runnacles/Getty Images

Dear Roker Report,

At the beginning of the season I decided to purchase a car parking space at the stadium for £200. At the start I was very happy with the space until they started stopping me getting in, and the reason for this was that you needed to be there 30 minutes before kick off according to FA rules - that’s what the car parking attendance told me.

This wasn’t stated when I purchased the space, and they told me there was an email sent to all supporters with car parking spaces, which is untrue.

So now I come to the match far too early just to park, and I can’t always do this because of work commitments — how do I claim my money back?

Neil Turnbull

Ed’s Note [Gav]: Drop Chris Waters an email -


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