Monday, November 18, 2002

Frustrations...

I went online this morning to check on the status of ballet tickets that I had order for me and Elaine for her birthday - I follow all the little links to get to my order, enter my information, and WHAM - MY ORDER HAS BEEN CANCELLED. I immediately checked my statement, b/c I knew that I had been charged for these tickets. Yep, charge is still there...a credit anywhere? NOPE! Didn't see one. I immediately search for the customer service number...make the call...and, yep automated service. After listening to about ten different menu options I finally hear, "To speak with a customer service representative, please press 5," which I do. Then I hear, "The average wait time to speak to a customer service representative is 7 minutes. Please hold, your business is very important to us. Please stay on the line and your call will be answered in the order in which it was received." This repeats about five times with intervals of elevator music before someone with a pulse actually gets on the line to speak with me. CSR: "Hello, this is [insert faceless name here], how may I help you?" ME: "I went online to check the status of my tickets since I haven't received them yet and I am reading that my order has been cancelled. I have been charged for this and haven't received a credit or any other notice that my order was cancelled. Why has this happened?" CSR: "Can I have your order number?" ME: "XXXXXX" CSR: "Okay, yes your order has been voided." ME: *thinking* No shit sherlock, that's why I am calling... CSR: "Let me transfer you to customer service and they can tell you why they voided this transaction." ME: *thinking* Aren't I talking to customer service? "Okay." On hold again... AnotherCSR: "Yes ma'am, how may I help you?" GO THROUGH BORING CONVERSATION AGAIN ACSR: "Yes ma'am, it seems your billing address isn't correct. Can you verify" ME: [spout off address] "I recently moved...why wasn't I notified that my order was cancelled and why wasn't a credit issued?" ACSR: "We sent out an email to notify you and a credit has been issued." ME: "Well I haven't seen either and I would like to keep this order." ACSR: "Okay, well if you would like to place the order again I can take of you...I have available Section A, Row P, Seats 13 and 14." ME: "Yeah, THOSE were my seats and yes I would like to keep them." So, this goes on until I finally get my tickets back. I still haven't received a notification of cancellation email nor have I received a credit from the voided transaction. Can I just say that I am not happy with ticketmaster this morning. But at least I got my tickets back. Just had to vent a bit.

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