When you are a monopoly, you don't have to care about service
So I'm travelling in the next few weeks, and decided to grab a game to watch one of my favorite teams. Since Ticketmaster is the only game in town, had to deal with the service fees and got a ticket. Came in the mail today, and they sent me the wrong tickets (they sent me an $8 ticket when I bought a $50 ticket).
So I called Ticketmaster customer service. It gave me the option to take the customer service survey after the call, so I took them up on it, and was told just to hang on after the call ended.
After about 5 minutes on hold, the on hold music stopped, I received the little musical tone letting me know that I was being routed to an agent, and I hit dead air. I said "hello" several times, sat for a few seconds, said "hello" a few more times, sat there, and after about 90 seconds, an agent came on and said "hello." A bit annoyed by this time, I explained that I had purchased a seat in section 218, row x, seat y, and received a ticket in section 254, row x, seat y. Her response? "OK." I said, "You guys sent me the wrong tickets." Her response, "oh." Said I, "I need you to get me the correct tickets." Her response, "oh, OK."
At each point when I stated a piece of information she said, "huh, what was that." I'm not sure if she was distracted, or if we had a bad phone connection, or if she was operating from home on VoIP (lots of places do that), but it was just not a good experience. She never once said "I'm really sorry we sent you the wrong tickets." And then when I asked if they can send me a replacement ticket (event isn't for 3 weeks), she said they could only send the email ticket. Finally, when the call was done and I was going to be able to take the survey, she refused to end the call by hanging up so that the survey would be triggered. I finally hung up.
While I applaud Ticketmaster for keeping their customer service within the US, it would seem that they feel being a monopoly means they really don't have to worry about the customer experience. And the sad fact is that they are right. If I want to buy concert tickets I have to use Ticketmaster (or their counterpart Live Nation).