Another quick anecdote. A few years back I arranged tickets late on for myself, my brother and some mates to go to the game. We were to pick them up on the day. We went to the office on the Anny Road and our tickets were gone. The initial reaction was tough shit, I kicked off and after about 30 mins we were shown to some unsold restricted view seats. The entire time my argument was, you know where our seats are, go to those seats and kick out the people sitting there. The reality is, someone had sorted out their mates with our tickets and we had to suffer for it.
In the end, after some correspondence to the club I got my money back, but their disdain for me was shocking.