Why even bring in others into the convo though? Deal with the e-mail directly, politely and with no snark.
Its not the ideal response.... but it isn't that awful either. It seems it was an attempt at humor that fell a bit flat. This was brought forth on facebook by this individual and he vented quite a bit there, got sympathy from others, he wrote his peace to 10c, etc... it died out a few days ago. Then he felt the need to bring it up here anew.
IMO it is better to either take the high road here, or just let the 10c know you are insulted and not going to be renewing or spending money anymore.
It really isn't/shouldn't be such a big deal, requiring a crusade... unless he is hoping that this "screw up" results in a sympathy refund.
I am happy for the OP that the surgery apparently went well and he is out of the hospital. I wish for a full and speedy recovery
Yeah, but why ask for the exception? And why flame the staff person out on the boards? Maybe the response was a tad inconsiderate, and maybe they should just have the ticket policy saved as a stock response to shoot back to people who ask, but there's no need to whine about it here, unless still striving for that super exception.
Why even bring in others into the convo though? Deal with the e-mail directly, politely and with no snark.
Its not the ideal response.... but it isn't that awful either. It seems it was an attempt at humor that fell a bit flat. This was brought forth on facebook by this individual and he vented quite a bit there, got sympathy from others, he wrote his peace to 10c, etc... it died out a few days ago. Then he felt the need to bring it up here anew.
IMO it is better to either take the high road here, or just let the 10c know you are insulted and not going to be renewing or spending money anymore.
It really isn't/shouldn't be such a big deal, requiring a crusade... unless he is hoping that this "screw up" results in a sympathy refund.
I am happy for the OP that the surgery apparently went well and he is out of the hospital. I wish for a full and speedy recovery
Yeah, I see what you're saying. Just to clarify I'm not saying it was some god awful thing either. Just poor form is all.
They are barely in the customer service business. I'm glad you are OK. The policy is clear and we live in a society that says, "yes I know the policy, but this is Me". This is one of those opportunities to vote with your pocket book, but they know we aren't going anywhere. Best wishes with your health!
i'm very surprised about the rude response.. They have time to investigate 10 "medical emergency" claims. If a 10club member is lying, kick them out of the club. If they are legit, help them out.
Im not sure they have a responsibility to help out. It would be cool, but no reason they need to or should. They have clear rules and they enforce them. Not sure what OP expected or is expecting, but very glad you are okay. They are probably just tired of people trying to be the "one" exception.
I disagree.. You're right, they don't have to do anything per the "rules". But in extreme circumstances that can be validated, they could easily refund his money. Those tickets were released back to the box office and resold anyway.
They do that once then everyone with a reason they can't make a show will expect the same treatment. The 10c has the rules/policies in place and have to enforce them.
nah, like I said... extreme circumstances.. It can be done to help the customer, a lot of businesses make exceptions to "rules" to help a customer. It could be done on a case by case basis, they just don't want to bother. And yes, they do have the time. It's just lazy to throw a blanket "policy" out there and just shit on the guy because he has heart surgery the day before the show.
No need for the snarky response in my opinion. I am sure they receive a bunch of bogus excuses from other folks but just give a standard response in regards to no exceptions and leave the attitude behind in the case of an actual case such as this.
Not on the same level, but all I got was snarky attitude in regards to a defective bootleg disc from one of the FL shows this tour. They refunded me the money for it but kept making me feel like I was crazy for suggesting that a disc could be defective. I wasn't asking for a refund but simply wanted a replacement disc. Still love the band and 10 Club overall but some folks there need to get off of their high horse.
after reading the e-mail sent by 10c it seems that the message was "lost in translation". Either way not the best response but to roast the sender isn't' necessary
I'm sorry that you had a medical emergency and its good to hear that you're recovering, but there are more important things in life than missing a PJ show. You're here and will have the opportunity to catch them in the future. I wish you continued recovery
It sucks you missed the show, but coming here trying to out an employee for upholding their ticket policy is a little bit ridiculous. Especially if you already aired them out on Facebook. I'm not sure what type of response was expected OP, I don't think they were making fun of you for your email.
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As someone in marketing who communicates with people on a daily basis, it seems like a snarky response, absolutely. Anyone that would tell you otherwise probably communicates to people in the same manner.
It's not egregious, but surprising, for sure.
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10C has a habit of communicating with fans and paying customers in a manner that is at best unprofessional and at worst outright rude. It isn't always easy dealing with customer complaints and issues but there are certain things that you just don't do. It doesn't matter that other people have been dishonest about emergencies in the past. All that matters in customer service is the customer you are dealing with at that very moment. The correct response is to gently say that unfortunately the policy is the policy, and to wish the customer a speedy recovery. It is not to basically insinuate the person is lying. That reflects poorly on the organization.
Yup. 10c has fairly abysmal customer service, but they know they can act that way and know there won't be repercussions. They are in a unique situation where the consumer doesn't have a choice of vendors for exclusive 10c merch or tickets, so customer satisfaction isn't likely a performance metric they're evaluated against. They don't have to worry about timely communication, order handling, or negative feedback. Must be nice! I know I'd catch hell if my customer service/tech support org performed and behaved the way they do.
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The email from 10C seems a touch out of line, but the OP didn't show us the text of his original email to them. He said he asked if there was anything they could do to help him in the future. How that email was worded might give us further insight as to why the response was worded the way it was, or maybe not. Either way, hope you recover quickly and completely Christopher. Sorry you missed the show, and hope you see many great shows to come in the future.
Is it just me, or is everyone acting like the OP had surgery on his pinkie toe and not his heart?
thank you!!! I was thinking the same thing
granted I'm sure they got a lot of "poor me" stories that were junk and in instances like this where the situation was true they crapped on this guy...i mean how was he suppose to bump into another fan in the hospital??? that's the part that seemed classless to me....the email was in poor taste and sarcastic to his condition, which if it was me I would have been sarcastic back
they should have a generic response to everyone in these instances if they are going to stick to their policy guns and not respond like this
more importantly is the OP's health, the rest is just trivial BS...glad you're ok
10c isn't wrong for sticking to and enforcing the policy. It's their communication that is the issue.
OP...hope you are on the mend and get back to full health.
ill agree with this
the blame is on the people that overbuy and abuse the system they have in place, in essence making 10c have to take a hard line approach to everyone. both the real and not real stories.
If I just got out of the hospital after a week stay due to Emergency Heart Surgery, a concert ticket refund would be the least of my concerns
Knowing I had a bill due for thousands of dollars, I think I might be tempted to send an email. Just to check on if a refund might be a possibility at all. It's not like he drove to Seattle to ask in person.
everybody wants the most they can possibly get
for the least they could possibly do
If I just got out of the hospital after a week stay due to Emergency Heart Surgery, a concert ticket refund would be the least of my concerns
Knowing I had a bill due for thousands of dollars, I think I might be tempted to send an email. Just to check on if a refund might be a possibility at all. It's not like he drove to Seattle to ask in person.
But he didn't ask for a refund, he "sent a message to Ten Club to see if there was anything they could do to help me in the future"
I don't disagree with 10c enforcing their policy however that response was disgusting. Not the first time I've heard of someone getting a comment like that from 10c either. If someone talked to a client like that where I worked after they had surgery, the employee would be fired.
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Agree with the last bunch of folks. This was a shitty response from 10c. No need to say a word other than, "sorry there's nothing we can do." Be professional when you work, it goes a long way.
If I just got out of the hospital after a week stay due to Emergency Heart Surgery, a concert ticket refund would be the least of my concerns
Knowing I had a bill due for thousands of dollars, I think I might be tempted to send an email. Just to check on if a refund might be a possibility at all. It's not like he drove to Seattle to ask in person.
But he didn't ask for a refund, he "sent a message to Ten Club to see if there was anything they could do to help me in the future"
Well ... I'm not even sure what that means. But I don't think it changes the larger point a whit.
Even if you don't believe the guy's story at all, you don't insinuate he's lying about something that serious on the off chance he might be telling the truth.
everybody wants the most they can possibly get
for the least they could possibly do
Agreed, I think everyone agree's the 10C response is in poor taste to some extent, but nothing I'd get so worked up about, or expect someone to get fired over, it's a comment from a rock band's fan club.
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This was brought forth on facebook by this individual and he vented quite a bit there, got sympathy from others, he wrote his peace to 10c, etc... it died out a few days ago. Then he felt the need to bring it up here anew.
IMO it is better to either take the high road here, or just let the 10c know you are insulted and not going to be renewing or spending money anymore.
It really isn't/shouldn't be such a big deal, requiring a crusade... unless he is hoping that this "screw up" results in a sympathy refund.
I am happy for the OP that the surgery apparently went well and he is out of the hospital. I wish for a full and speedy recovery
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Not on the same level, but all I got was snarky attitude in regards to a defective bootleg disc from one of the FL shows this tour. They refunded me the money for it but kept making me feel like I was crazy for suggesting that a disc could be defective. I wasn't asking for a refund but simply wanted a replacement disc. Still love the band and 10 Club overall but some folks there need to get off of their high horse.
It sucks you missed the show, but coming here trying to out an employee for upholding their ticket policy is a little bit ridiculous. Especially if you already aired them out on Facebook. I'm not sure what type of response was expected OP, I don't think they were making fun of you for your email.
OP...hope you are on the mend and get back to full health.
"...I changed by not changing at all..."
It's not egregious, but surprising, for sure.
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Either way, hope you recover quickly and completely Christopher. Sorry you missed the show, and hope you see many great shows to come in the future.
granted I'm sure they got a lot of "poor me" stories that were junk and in instances like this where the situation was true they crapped on this guy...i mean how was he suppose to bump into another fan in the hospital??? that's the part that seemed classless to me....the email was in poor taste and sarcastic to his condition, which if it was me I would have been sarcastic back
they should have a generic response to everyone in these instances if they are going to stick to their policy guns and not respond like this
more importantly is the OP's health, the rest is just trivial BS...glad you're ok
the blame is on the people that overbuy and abuse the system they have in place, in essence making 10c have to take a hard line approach to everyone. both the real and not real stories.
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for the least they could possibly do
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Even if you don't believe the guy's story at all, you don't insinuate he's lying about something that serious on the off chance he might be telling the truth.
for the least they could possibly do