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Ticketmaster Complaint - When you are a monopoly, you don't have to care about service - Customer Serivce
Customer Serivce - Complaint
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).
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).
Comments:
Posted by Dryad on 2010-08-28:
Good review, Goduke. Sounds like they really don't care at all about the customer.
Posted by raven2010 on 2010-08-28:
Wow...I am amazed they turned such a simple thing to fix into such a mess
Posted by goduke on 2010-08-28:
I'm pretty sure their view is "if you don't like the service, what are you going to do about it?" The only choice is to not go to concerts/shows/games, and I really don't like that option.
Posted by Wally86 on 2010-08-28:
(VH) Goduke, I have a friend who has had similar experiences with Ticketmaster and he hates them he also said the Customer service is horrendous.
Posted by FlShopper on 2010-08-28:
I agree with all the above. I hate that they're such a monopoly.
Posted by Buddy01 on 2010-08-28:
My favorite team advertises the use of StubHub, a site where fans of sports teams, concerts, etc. sell their extra tickets. Perhaps it is an option for those who don't want to go through ticket master.
Posted by goduke on 2010-08-28:
Unfortunately, StubHub is only a reseller site, and you usually pay a marked up price.
Posted by Venice09 on 2010-08-28:
It sounds like you woke her up. I hope you at least got the right tickets.
Posted by Prince-Caesar on 2010-08-28:
wow Im suprised you were able to get a hold of anyone at ticketmaster at all, or even get the problem resolved! Id count your blessings, LOL.
Posted by Alain on 2010-08-29:
No competition results in lousy service.
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