Can I complain? E-tickets...*Minor Update post 41 & bigger update post 44"funny"

[Wavicle]

I think it is fine to complain about the policy. They don't need to listen, but I don't see why you shouldn't politely give your opinion. Who knows, they may change the policy if it means keeping more customers.

[Surianne]

Seriously, what the OP describes is not a "new" concert. It is a rescheduled one. If you can't see the difference, fine, but the OP has every right to write a letter of complaint, just as the brokers have a right to ignore it if they wish to.

I completely agree.  I like your airline analogy as well.

[Genna]

Even if the company followed it's own polices you are *allowed* to complain if you choose to do so. It's something that may cause policies to be changed and complaints do get attention focused on the problem areas.  Just because something is policy today doesn't mean that it will be policy in a week.

You can always complain, there's nothing wrong with it.

[Kaypeep]

And I disagree.

Let's say you were travelling somewhere by air, and you have to make a connection. You get to your midpoint, and the airline tells you your next flight has been cancelled. They will (in the goodness of their hearts, because they're such a *caring* company) refund your money. However, they have rescheduled a new flight 15 minutes after your old one. And hey! They'll let you have an equal chance with all the other customers to book onto it (move fast, though, it's going quickly), and it'll only be, oh, five hundred dollars more than the flight you originally booked. Perfectly fair, right? You'd be perfectly happy with that?

Seriously, what the OP describes is not a "new" concert. It is a rescheduled one. If you can't see the difference, fine, but the OP has every right to write a letter of complaint, just as the brokers have a right to ignore it if they wish to.

I can see the difference, I just have a different opinion on the matter.  My opinion (again) is that she should not write the letter, that it would be futile.  The broker fulfilled their obligation.  They are not in the business of ensuring anything beyond the original tickets sold.  While it would be nice if they did that, and it never hurts to complain, I think it's a waste of time.  The nature of brokers is that they charge high prices for hard-to-find tickets, and the odds of getting repeat customers (outside of wealthy people or businesses trying to impress clients) is slim, so they probably won't care one way or the other about going the extra mile for a one-time buyer. The whole nature of their business is that they have a rare commodity that can be sold to the highest bidder, so to speak, all the more reason for them not to cut someone a deal when they can sell the new tix for more money. 

I think your airline example is not totally valid here because the fact is that there are usually similar flights over and over again, so if you can't get on the next one for whatever reason (space, price, timing) you can usually manage to get one for one another day that works better. Plus, you're example has the customer buying directly from the airline, not a third-party vendor, which is what a broker is.  Events are usually a one-shot deal.  If you miss it, you aren't going to see it again (or must wait for the next tour, or go to another venue, etc.)  That's the point I'm trying to make with this being a ticket broker.  This is their business, and this is why they won't promise anything beyond the original event because they can't guarantee they will have tickets (or the same tix) for rescheduled events.  They aren't in the business of building customer loyalty, they are in the business of making as much money as they can on a one-time only sale. That is why they have the policy that they have.  They are not Ticketmaster, they are a Third Party Vendor.  They can not promise the same things that a direct buyer seller can.  (Hence why people are disappointed sometimes when buying travel packages through Travelocity and such, when the hotels and airlines won't accomodate special requests or changes. Because you purchased through a third-party vendor.)   Yes, this vendor has tix for the new event, but they are not obligated to sell them to her, that's not how their business works.  It would be nice if they did, but that's not how their business model works.

Feel free to keep debating this, but this is my last post. I feel like a broken record repeating myself.    I just had to point out one more time that I simply have a different opinion, and I resent the implication that Idon't understand or that I'm wrong in some way for thinking that OP should not write a letter.  I am very familiar with ticket brokers, and I don't believe acted in the wrong. It's the nature of the business and is a risk you take when purchasing tickets through a third party vendor.

[Kaire]

Well, this answered the question we had when they were talking on the news about Lady Ga Ga's concert being moved from downtown Chicago to the burbs.  My first question to my boyfriend was "what happens to the people who bought from stubhub or something like that?  They have to be hot!"

I'm glad to know you get your money back, but I think it's rotten that they don't offer you a chance at new tickets when they get them released.  Theoretically they are going to make more money any how since it's a bigger venue and they can resell more tickets, so what would be the harm in saying "show is being moved from x to y, depending on availability, we will offer you comprobable tickets or a refund."

I know when the news people were interviewing people about the venue change, there were quite a few who said it did affect their feelings towards Lady Ga Ga (one said he was no longer a fan.)  I'm guessing she's not the one who changed the venue, but it was interesting to see the fallout.

As an aside, last summer we went to see Jeff Dunham and because of presale we had awesome 2nd row seats.  The woman next to me bought her ticket from a broker.  We paid a little over $100 for our two tickets and she paid (gulp) $350 for her one.  Had I known how much tickets go for, I might have bought 3 tickets when I had the chance!

[gibsongirl]

Well, this answered the question we had when they were talking on the news about Lady Ga Ga's concert being moved from downtown Chicago to the burbs.  My first question to my boyfriend was "what happens to the people who bought from stubhub or something like that?  They have to be hot!"

I'm glad to know you get your money back, but I think it's rotten that they don't offer you a chance at new tickets when they get them released.  Theoretically they are going to make more money any how since it's a bigger venue and they can resell more tickets, so what would be the harm in saying "show is being moved from x to y, depending on availability, we will offer you comprobable tickets or a refund."

I know when the news people were interviewing people about the venue change, there were quite a few who said it did affect their feelings towards Lady Ga Ga (one said he was no longer a fan.)  I'm guessing she's not the one who changed the venue, but it was interesting to see the fallout.

As an aside, last summer we went to see Jeff Dunham and because of presale we had awesome 2nd row seats.  The woman next to me bought her ticket from a broker.  We paid a little over $100 for our two tickets and she paid (gulp) $350 for her one.  Had I known how much tickets go for, I might have bought 3 tickets when I had the chance!

Yeah, I know she's not the one who changed the venue, and I did purchase a new ticket (maintaining that this is NOT a new transaction, just a continuation of the old one to be followed up with a stiffly worded letter) for only thirty dollars more than the first one.  However, I'm still having difficulty getting as excited about going as I was before.  I'm feeling a bit peeved at the fact that I paid thirty more dollars to walk several blocks in the snow (the first venue was within fifty feet of the el, the new venue is out in the middle of nowhere).  I'm still going to be writing an article about the experience, and my relations with StubHub will be going into the article.  After all, a review is supposed to cover the entire experience...

Also, to address Kaypeep's objections, it might not do any good to complain.  That's a risk taken anytime one talks to another with the intention to change something.  However, staying silent definitely won't change anything, and I'd rather know that I tried something, no matter how ineffectual, if it might possibly stop others from having to go through this.  Especially because I read the fine print on my new ticket.  If I were in New York, they would have had to charge less for it because New York has scalping laws.  As it is, the face value of my ticket is $47.50.  I originally paid $150, and my new ticket is $180.  You bet your bottom I'm going to complain now...

Of course part of the impetus is on me.  If people wouldn't pay that much, they wouldn't charge that much.  That doesn't make it right. 

[bonzombiekitty]

You can write a complaint, but the complaint would have to be about the policy.  Frankly, they aren't going to listen though.  Ticketmaster and such don't care and they really serve no other purpose other than to artificially inflate the price of a ticket.  Ticketmaster made sense before the internet was so prevalent and it might not be easy to get tickets from an individual venue.  Now, people can easily find the venue website and order directly from it.  Problem is ticketmaster has 100% control of many venue's ticketing systems.  It's a huge rip off really.  I'd love to be able to avoid using ticketmaster, but it's impossible.

[Twik]

You can write a complaint, but the complaint would have to be about the policy.  Frankly, they aren't going to listen though.  Ticketmaster and such don't care and they really serve no other purpose other than to artificially inflate the price of a ticket.  Ticketmaster made sense before the internet was so prevalent and it might not be easy to get tickets from an individual venue.  Now, people can easily find the venue website and order directly from it.  Problem is ticketmaster has 100% control of many venue's ticketing systems.  It's a huge rip off really.  I'd love to be able to avoid using ticketmaster, but it's impossible.

Never underestimate the effect of a complaint. If it does no good - well, you're out the few minutes it took to compose. But just as a continuous trickle of water erodes rock, your complaint, among others (and I doubt the OP was the only person ever to think of complaining about this policy) may make a difference eventually.

Remember, as Wayne Gretzky said, "You may only have a 10% chance of making a shot, but you miss 100% of the shots you don't take."

[Kaire]

the first venue was within fifty feet of the el, the new venue is out in the middle of nowhere.

I just had to laugh at this because I know I'm getting old when I'm thinking "I wouldn't go all the way into Rosemont let alone Chicago to see ANYONE!"

I'm in the far west burbs   When I was younger I went all over creation to see concerts and even used scalpers.  Ahh the good old days!  Now it's few and far between that I go to big venues.

Enjoy the show regardless and I'd send a letter telling them how you feel.  It may not change a thing, but at least you've bothered!

[gibsongirl]

the first venue was within fifty feet of the el, the new venue is out in the middle of nowhere.

I just had to laugh at this because I know I'm getting old when I'm thinking "I wouldn't go all the way into Rosemont let alone Chicago to see ANYONE!"

I'm in the far west burbs   When I was younger I went all over creation to see concerts and even used scalpers.  Ahh the good old days!  Now it's few and far between that I go to big venues.

Enjoy the show regardless and I'd send a letter telling them how you feel.  It may not change a thing, but at least you've bothered!

That is funny!  I grew up in Berwyn, (go ahead and snort), and having moved to Indiana it's amazing how little people are willing to travel to get to things.  When I met him, my husband thought that the drive to our nearest mall was extravagant and wouldn't do it without great need.  It's literally 10 miles away from where we lived at the time, and takes less than 15 minutes to get there!   

So, you totally know what I mean about the venue change.  I mean, you can get off the el, spit, and hit the Chicago Theatre.  Now the Rosemont Theatre is 5800 N River Rd, and the el stop is 5401 N. River Rd, but because it's out by O'Hare, these are non-standard blocks.  I'm planning to go quite early to ensure that no matter how far I have to walk, I'm not late for seating.

[Kaire]

I'm closer to Rockford so to go the 60+ miles to Chicago is a long long haul

[gibsongirl]

This:  http://www.facebook.com/ladygaga?v=feed&story_fbid=255831502532&ref=mf   was posted on facebook just a little bit ago.

An apology to her fans by Lady Gaga.  This is class.  Regardless of anyone's personal opinion of her, the woman is professional.

[Surianne]

Never underestimate the effect of a complaint. If it does no good - well, you're out the few minutes it took to compose. But just as a continuous trickle of water erodes rock, your complaint, among others (and I doubt the OP was the only person ever to think of complaining about this policy) may make a difference eventually.

Remember, as Wayne Gretzky said, "You may only have a 10% chance of making a shot, but you miss 100% of the shots you don't take."

Oooh, I like that quote.  And I agree!

Re: the update...what a sweet post.  I'm not a fan of Lady Gaga's music, but that make me smile.  Good for her. 

[lmyrs]

I don't know how it is where you are, but ticket reselling has become a very hot-button issue in my neck of the woods and in several other jurisdictions as well. There are some governments looking at legislating certain things in with regards to these businesses in order to ensure better practices for customers. So, if there were ever a time to complain, now is the time. And don't just complain to StubHub. Complain to your local competition bureau or government agency in charge of recreation and business. If a business has a practice that customers don't like and they still won't change it because it ends up with a better bottom line for them, that's fine. They're a business. But, if the business is looking at a choice between making a bit less money by changing a policy or facing the prospect of increased government regulation, most businesses take the hit to the bottom line, because once the government gets involved, it usually starts to cost a lot more.

Also, I wholeheartedly agree with kaypeep's assertion that businesses are in business to make money and as such, they are unlikely to change policy over one complaint. Howver, I vehemently disagree that this means that someone should not complain to a business about their practices. First, how else will they ever know that this practice is losing them customers. If only one person complains then it probably will make very little difference. But, if several do, then it can help. And, I think it is naive to say that you'll be the only complaint. I just don't see what it hurts to send the letter. And, it can definitely help. That's why I'm always so surprised when people here say that it's not worth it to complain to a company. Of course it is. And, this is coming from someone who often has to answer letters written to my company's president. And we're a large company that gets a lot of crazy letters. But for every ridiculous, crazy letter, there's usually a few really well thought out ones that can make a difference.

[gibsongirl]

Well, seems as though complaining might do some good after all...as they tracked down a blog post on which I vented about my experience and left a long comment asking me to contact them.  I've done as they asked, sending a letter of complaint this morning. 

That letter included the phrase "organized, legalized scalping," mentioned the fact that I'm a reporter and the article containing information about my experience has been printed today to a circulation of about 9,000 people, and stating that nothing will make this right, short of a public apology to all those who lost their tickets because of StubHub's policies.  Also that tracking down a blog post is a violation of their own privacy policy, and an ethical violation.

I'm just busting a gut at the thought of them trying, from a PR standpoint, to walk back the cat...