Thank you for your response in relation to the Pearl Jam pre-sale ticket offer.
In view of comments from customers, we would like to confirm that we have verified transactions with our ticketing provider, and in accordance with the time on their servers, no orders were processed for the Pearl Jam ticket offer before 9am. As previously stated, any issues experienced were due to the popularity of the offer, and the volume of people trying to purchase tickets.
We would like to assure you that we are taking all feedback from customers seriously, and will be addressing any issues with our ticketing partner to ensure that future ticket promotions with major bands run smoothly.
I would also like to apologise for any misinformation given to you by our service team on Tuesday 22nd July 2009. There were no problems with the links sent out, and I am very sorry if you were informed that a second link would be sent out to you. We have reviewed your case and fed back to the agents involved.
I can confirm that only customers who had pre-ordered the CD and received the link were able to purchase tickets in the pre-sale offer.
That is just not true! The link was on the main page damn it...the presale link was pointless
Does anyone know of people that managed to buy through the main site though? I clicked it and it led me to one of their yellow screens that told me I needed to follow a pre-sale link ... I don't if this was because by then it had sold out.
So are we strangers now? Like rock and roll and the radio?
i think its great they send out the same email to everyone.
they must think we are all as dumb as fuck.
still it worked, I got bored of writing to them so they wore me down. Probably because I got helped out with a ticket, but still they dont care about a few fans moaning at them, by getting through the last two weeks they are now down to the last few of us whittling about it before it all dies down.
Received the same e-mail as Goddess, below is my response:
Dear Andrew,
You are clearly not "taking all feedback from customers seriously" as you have again sent a generic e-mail to all the people who have complained about the way you handled the pre-sale.
I would be grateful if you would look at my specific complaint and deal with it accordingly.
I am again forwarding the text of my original complaint:
"Dear Sir or Madam,
I am writing to register my complete displeasure at the way your company handled the Pearl Jam Ticket Pre-sale this morning (21st July 2009)
I received my e-mail link to the pre-sale in good time having pre-ordered the Backspacer album.
I clicked on the link at 08:56 and to my delight, got straight through to the order page. I completed my details and the two tickets went into my Shopping Basket. I immediately clicked the checkout button to be told that the tickets had gone! (This was at 08:58, two minutes before the pre-sale was actually supposed to start!!)
I fail to see how this can be the case? (The tickets are still showing as being in my Shopping Basket but I am unable to actually purchase them)
To illustrate how ridiculous this situation is, let me give you a comparison.
I go to my local HMV Shop, place a CD in my shopping basket and head straight for the checkout where I am served immediately.
On arrival at the checkout, the member of staff who is serving me says "Oh! I'm sorry sir, that person over there is going to have your CD, you didn't get here quick enough!"
My reply would be "well, I walked directly from the display to the checkout"
"That maybe the case sir but it just wasn't quick enough"
Can you see how ridiculous that scenario is??
You Terms and Conditions clearly state the following:
"Once you have clicked on 'Checkout >>' we reserve each of the items in your trolley for 10 minutes. During this time no one else is able to purchase your items. However, because of the high demand for many of our items, if you are unable to complete your order in the allotted 10 minutes, all items will be released for general sale and you will have start the booking process again."
I believe you have breached your own terms and conditions by not reserving the items that I successfully placed in my "Shopping Basket" and await your proposals as to how you intend to remedy this outrageous state of affairs.
Yours Sincerely"
I would be grateful if you would reply to me about my specific issue and not just send a standard reponse.
Kind Regards
John Hodge
Let's see how we get on this time. If this fails I will telephone Andrew Cherrett direct. Tosspots!!!
Received the same e-mail as Goddess, below is my response:
Dear Andrew,
You are clearly not "taking all feedback from customers seriously" as you have again sent a generic e-mail to all the people who have complained about the way you handled the pre-sale.
I would be grateful if you would look at my specific complaint and deal with it accordingly.
I am again forwarding the text of my original complaint:
"Dear Sir or Madam,
I am writing to register my complete displeasure at the way your company handled the Pearl Jam Ticket Pre-sale this morning (21st July 2009)
I received my e-mail link to the pre-sale in good time having pre-ordered the Backspacer album.
I clicked on the link at 08:56 and to my delight, got straight through to the order page. I completed my details and the two tickets went into my Shopping Basket. I immediately clicked the checkout button to be told that the tickets had gone! (This was at 08:58, two minutes before the pre-sale was actually supposed to start!!)
I fail to see how this can be the case? (The tickets are still showing as being in my Shopping Basket but I am unable to actually purchase them)
To illustrate how ridiculous this situation is, let me give you a comparison.
I go to my local HMV Shop, place a CD in my shopping basket and head straight for the checkout where I am served immediately.
On arrival at the checkout, the member of staff who is serving me says "Oh! I'm sorry sir, that person over there is going to have your CD, you didn't get here quick enough!"
My reply would be "well, I walked directly from the display to the checkout"
"That maybe the case sir but it just wasn't quick enough"
Can you see how ridiculous that scenario is??
You Terms and Conditions clearly state the following:
"Once you have clicked on 'Checkout >>' we reserve each of the items in your trolley for 10 minutes. During this time no one else is able to purchase your items. However, because of the high demand for many of our items, if you are unable to complete your order in the allotted 10 minutes, all items will be released for general sale and you will have start the booking process again."
I believe you have breached your own terms and conditions by not reserving the items that I successfully placed in my "Shopping Basket" and await your proposals as to how you intend to remedy this outrageous state of affairs.
Yours Sincerely"
I would be grateful if you would reply to me about my specific issue and not just send a standard reponse.
Kind Regards
John Hodge
Let's see how we get on this time. If this fails I will telephone Andrew Cherrett direct. Tosspots!!!
Nice work, I wish you luck with getting a proper response for a change. For what it's worth (which is absolutely sod all) my tickets are still in my basket now.
How about we all use your template and send our own personalised versions to Andrew? He seems to have no problem sending our generic replies so maybe we should all hit him with it!
Also, I posted a while back with info for the CPA etc - has anyone had a chance to contact them? I haven't been able to due to work but plan to next week.
I have heard a couple of snippets via industry grapevines however, which say that a) the 10c were given a couple of hundred tickets for the fan ticket sale / lottery and b) that the relevant peeps in the industry are very aware of how HMV have behaved in this instance and are looking into it. I am still following up some info about the general issue of touts and have been told it is not illegal for them to re-sell on places like Ebay, and that the govt. have been lobbyed about this by industry ticket agencies but refuse to amend the law even though sports tickets are regulated.
I hate to sound like a complete c*** here, but getting tickets for this show was actually EASIER for me then getting tickets to the 02 Arena. Guess i was just lucky but i gotta say that HMV were faultless for me.
Reading Festival - Aug 27, 2006,Shepherd's Bush Empire - Aug 11, 2009, Wuhlheide - Aug 15, 2009, O2 Arena - Aug 18, 2009, GM Place - Sep 25, 2009, Madison Square Garden - May 20, 2010, Madison Square Garden - May 21, 2010, Hyde Park - Jun 25, 2010, Wuhlheide - Jun 30, 2010,
You don't sound like a c*** dude, tbh I'm glad HMV managed to get something right :-) They are the last of their kind and it would be a damn shame to see them go down the pan after Virgin, Woolies, Our Price etc etc...
They're still denying that sales went through before 9am.
My confirmation email say 8:57am and it's on a popular web based email system which was definitely the correct time.
I'm shocked that the link worked at 8:55 and that I had absolutely zero problems getting the tickets. At least there are some positives to come out of it.
2000: Manchester | 2006: Astoria, Dublin, Leeds | 2007: Wembley, Nijmegen | 2008: New York 1 & 2 | 2009: Shepherds Bush, Manchester, London | 2010: Hyde Park | 2012: Manchester 1 & 2, EV London 1 & 2 | 2014: Stockholm, Leeds, Milton Keynes | 2017: EV Dublin | 2018: London 2 | 2019: EV London | 2022: London 1& 2 | 2024: Manchester
another email from HMV, again missing all the issues I mentioned, I officially give up, I'm going anyway....corporates are a joke....
Thank you for your response in relation to the Pearl Jam pre-sale ticket offer.
In view of comments from customers, we would like to confirm that we have verified transactions with our ticketing provider, and in accordance with the time on their servers, no orders were processed for the Pearl Jam ticket offer before 9am. As previously stated, any issues experienced were due to the popularity of the offer, and the volume of people trying to purchase tickets.
We would like to assure you that we are taking all feedback from customers seriously, and will be addressing any issues with our ticketing partner to ensure that future ticket promotions with major bands run smoothly.
Kind Regards,
We would like to assure you we're taking feedback seriously???? What a joke, they haven't even replied to my email of complaint!!
Underneath this smile lies everything........... all my hopes, anger, pride and shame
another email from HMV, again missing all the issues I mentioned, I officially give up, I'm going anyway....corporates are a joke....
Thank you for your response in relation to the Pearl Jam pre-sale ticket offer.
In view of comments from customers, we would like to confirm that we have verified transactions with our ticketing provider, and in accordance with the time on their servers, no orders were processed for the Pearl Jam ticket offer before 9am. As previously stated, any issues experienced were due to the popularity of the offer, and the volume of people trying to purchase tickets.
We would like to assure you that we are taking all feedback from customers seriously, and will be addressing any issues with our ticketing partner to ensure that future ticket promotions with major bands run smoothly.
Kind Regards,
You know when you apply for a job and you get the same standard reply, which is usually something like "While we were impressed with your skills, there were more sutible candidates with a greater wealth of experience and we will keep your file on record if anything else arises" yadayadayada, looks like HMV have done excatly the same thing. I bet they even drafted it days before the pre sale!
Rock on!!!!
Seen Pearl Jam 4 times in London, once in Manchester, as well as an Eddie show at Hammersmith.
I'm kinda fascinated that when I complained I got sent a link for tickets and a personal reply, yet you guys seem to be getting stock pre-written replies..very weird..keep at them I guess!
It's precisely that kind of thing that means we should complain to the Concert Promoters Association - HMV have clearly told everyone different things to cover their own bums. They seriously need to look at the fan base behind the band - has it not occured to them that people talk to each other?!!
It's precisely that kind of thing that means we should complain to the Concert Promoters Association - HMV have clearly told everyone different things to cover their own bums. They seriously need to look at the fan base behind the band - has it not occured to them that people talk to each other?!!
I think they are too thick to realise that. Or too busy counting the money they get from mugs like us!
Rock on!!!!
Seen Pearl Jam 4 times in London, once in Manchester, as well as an Eddie show at Hammersmith.
Comments
I must be on their blocked senders list - oh wait, I can't be as they've sent me at least 5 promotional emails since last week!
I can confirm that only customers who had pre-ordered the CD and received the link were able to purchase tickets in the pre-sale offer.
That is just not true! The link was on the main page damn it...the presale link was pointless
Thank you for your response in relation to the Pearl Jam pre-sale ticket offer.
In view of comments from customers, we would like to confirm that we have verified transactions with our ticketing provider, and in accordance with the time on their servers, no orders were processed for the Pearl Jam ticket offer before 9am. As previously stated, any issues experienced were due to the popularity of the offer, and the volume of people trying to purchase tickets.
We would like to assure you that we are taking all feedback from customers seriously, and will be addressing any issues with our ticketing partner to ensure that future ticket promotions with major bands run smoothly.
I would also like to apologise for any misinformation given to you by our service team on Tuesday 22nd July 2009. There were no problems with the links sent out, and I am very sorry if you were informed that a second link would be sent out to you. We have reviewed your case and fed back to the agents involved.
Kind Regards,
Andrew Cherrett
ECommerce Customer Service Manager
www.hmv.com
They seem to think that sending us a barrel full of lies is acceptable. I saw one yesterday that confirmed that second links WERE sent out!
Does anyone know of people that managed to buy through the main site though? I clicked it and it led me to one of their yellow screens that told me I needed to follow a pre-sale link ... I don't if this was because by then it had sold out.
they must think we are all as dumb as fuck.
still it worked, I got bored of writing to them so they wore me down. Probably because I got helped out with a ticket, but still they dont care about a few fans moaning at them, by getting through the last two weeks they are now down to the last few of us whittling about it before it all dies down.
HMV are a clever bunch, and I hate them for it.
Dear Andrew,
You are clearly not "taking all feedback from customers seriously" as you have again sent a generic e-mail to all the people who have complained about the way you handled the pre-sale.
I would be grateful if you would look at my specific complaint and deal with it accordingly.
I am again forwarding the text of my original complaint:
"Dear Sir or Madam,
I am writing to register my complete displeasure at the way your company handled the Pearl Jam Ticket Pre-sale this morning (21st July 2009)
I received my e-mail link to the pre-sale in good time having pre-ordered the Backspacer album.
I clicked on the link at 08:56 and to my delight, got straight through to the order page. I completed my details and the two tickets went into my Shopping Basket. I immediately clicked the checkout button to be told that the tickets had gone! (This was at 08:58, two minutes before the pre-sale was actually supposed to start!!)
I fail to see how this can be the case? (The tickets are still showing as being in my Shopping Basket but I am unable to actually purchase them)
To illustrate how ridiculous this situation is, let me give you a comparison.
I go to my local HMV Shop, place a CD in my shopping basket and head straight for the checkout where I am served immediately.
On arrival at the checkout, the member of staff who is serving me says "Oh! I'm sorry sir, that person over there is going to have your CD, you didn't get here quick enough!"
My reply would be "well, I walked directly from the display to the checkout"
"That maybe the case sir but it just wasn't quick enough"
Can you see how ridiculous that scenario is??
You Terms and Conditions clearly state the following:
"Once you have clicked on 'Checkout >>' we reserve each of the items in your trolley for 10 minutes. During this time no one else is able to purchase your items. However, because of the high demand for many of our items, if you are unable to complete your order in the allotted 10 minutes, all items will be released for general sale and you will have start the booking process again."
I believe you have breached your own terms and conditions by not reserving the items that I successfully placed in my "Shopping Basket" and await your proposals as to how you intend to remedy this outrageous state of affairs.
Yours Sincerely"
I would be grateful if you would reply to me about my specific issue and not just send a standard reponse.
Kind Regards
John Hodge
Let's see how we get on this time. If this fails I will telephone Andrew Cherrett direct. Tosspots!!!
Nice work, I wish you luck with getting a proper response for a change. For what it's worth (which is absolutely sod all) my tickets are still in my basket now.
Mine too *sob*
My tickets are still in my basket too!
How about we all use your template and send our own personalised versions to Andrew? He seems to have no problem sending our generic replies so maybe we should all hit him with it!
Also, I posted a while back with info for the CPA etc - has anyone had a chance to contact them? I haven't been able to due to work but plan to next week.
I have heard a couple of snippets via industry grapevines however, which say that a) the 10c were given a couple of hundred tickets for the fan ticket sale / lottery and b) that the relevant peeps in the industry are very aware of how HMV have behaved in this instance and are looking into it. I am still following up some info about the general issue of touts and have been told it is not illegal for them to re-sell on places like Ebay, and that the govt. have been lobbyed about this by industry ticket agencies but refuse to amend the law even though sports tickets are regulated.
I got fed up waiting for a a week for a reply they say will come in 48 hours
My confirmation email say 8:57am and it's on a popular web based email system which was definitely the correct time.
I'm shocked that the link worked at 8:55 and that I had absolutely zero problems getting the tickets. At least there are some positives to come out of it.
We would like to assure you we're taking feedback seriously???? What a joke, they haven't even replied to my email of complaint!!
You know when you apply for a job and you get the same standard reply, which is usually something like "While we were impressed with your skills, there were more sutible candidates with a greater wealth of experience and we will keep your file on record if anything else arises" yadayadayada, looks like HMV have done excatly the same thing. I bet they even drafted it days before the pre sale!
Seen Pearl Jam 4 times in London, once in Manchester, as well as an Eddie show at Hammersmith.
I think they are too thick to realise that. Or too busy counting the money they get from mugs like us!
Seen Pearl Jam 4 times in London, once in Manchester, as well as an Eddie show at Hammersmith.