Ten Club has some explaining to do

CopperTom

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

BeerBaron

100 Pacer said:

I hope Texas seat assignments are reviewed as well because Austin tickets appear to suffer the same incorrect seniority error.

^^^ This.

Doug87

CopperTom said:

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

That's what I'm getting at, they don't know anything or have any authority, so you might as well not even ask them, though I get why people did.

Bentleyspop

jwhjr17 said:

The Camaros Hood said:

Hahaha! No they don’t. At the end of the day, it’s just concert tix. Not life and death. They can issue an apology that things got screwy and move on. Just like Taylor Swift. 

Exactly.  For a fan base of supposed adults, the whining and entitlement is astonishing.  In the end if you want to go and put in effort you can get tickets even if you don't "win" them in the lottery.

I can't  possibly be the only person who understands the premise of a "lottery"?

rival9500

CopperTom said:

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

This is from ten club:

Hello Matthew,

Confirmation emails are still being sent out. You should have the information by the end of the day today. This email will state what show(s) you are confirmed for and your seat location(s). You will also receive instructions in a separate email to claim your tickets from Ticketmaster/TicketsToday.

You should also receive and email if you were not confirmed. We encourage you to register for Verified Fan by the end of day today, 5pm PT. If you have more questions, contact Ticketmaster here: tenclubsupport@ticketmaster.com

Thank you,

Ten Club

Doug87

rival9500 said:

CopperTom said:

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

This is from ten club:

Hello Matthew,

Confirmation emails are still being sent out. You should have the information by the end of the day today. This email will state what show(s) you are confirmed for and your seat location(s). You will also receive instructions in a separate email to claim your tickets from Ticketmaster/TicketsToday.

You should also receive and email if you were not confirmed. We encourage you to register for Verified Fan by the end of day today, 5pm PT. If you have more questions, contact Ticketmaster here: tenclubsupport@ticketmaster.com

Thank you,

Ten Club

Is that from yesterday? 

Verified Fan closed unless they reopened it.

That's super helpful though.

Thanks for sharing!

Doug87

BeerBaron said:

100 Pacer said:

I hope Texas seat assignments are reviewed as well because Austin tickets appear to suffer the same incorrect seniority error.

^^^ This.

They said seniority was the issue for the shows in the Midwest, but I don't think it is, at least not the primary issue.

The issue is priority 1 being unfufilled, which they couldn't fix without redoing all the seats, hence why Texas isn't getting redone.

It was likely labeled as seniority so that they don't get into a situation where if someone has priority 1 or 2 unfufilled, they aren't back into a corner of, how come P3 P4, P5 got it, and I didn't, etc.  

My guess is they will do everything posible to accomdate all of the P1s.

They fixed the priority issue between the time that they halted the midwest assignments and started Texas reserved assignments.

rival9500

Doug87 said:

rival9500 said:

CopperTom said:

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

This is from ten club:

Hello Matthew,

Confirmation emails are still being sent out. You should have the information by the end of the day today. This email will state what show(s) you are confirmed for and your seat location(s). You will also receive instructions in a separate email to claim your tickets from Ticketmaster/TicketsToday.

You should also receive and email if you were not confirmed. We encourage you to register for Verified Fan by the end of day today, 5pm PT. If you have more questions, contact Ticketmaster here: tenclubsupport@ticketmaster.com

Thank you,

Ten Club

Is that from yesterday? 

Verified Fan closed unless they reopened it.

That's super helpful though.

Thanks for sharing!

This was in 7:30 Eastern time once it was clear what was happening.

cincybearcat

rival9500 said:

CopperTom said:

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

This is from ten club:

Hello Matthew,

Confirmation emails are still being sent out. You should have the information by the end of the day today. This email will state what show(s) you are confirmed for and your seat location(s). You will also receive instructions in a separate email to claim your tickets from Ticketmaster/TicketsToday.

You should also receive and email if you were not confirmed. We encourage you to register for Verified Fan by the end of day today, 5pm PT. If you have more questions, contact Ticketmaster here: tenclubsupport@ticketmaster.com

Thank you,

Ten Club

Interesting... a lot of "should"'s that should be "will"'s

gotthebottle

brewdog123 said:

other bands pull off ticket lotteries very easily. PJ doesn't give AF

That's not true...they give AF that's why they TRY to get as many fans as possible into the shows.....

Doug87

rival9500 said:

Doug87 said:

rival9500 said:

CopperTom said:

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

This is from ten club:

Hello Matthew,

Confirmation emails are still being sent out. You should have the information by the end of the day today. This email will state what show(s) you are confirmed for and your seat location(s). You will also receive instructions in a separate email to claim your tickets from Ticketmaster/TicketsToday.

You should also receive and email if you were not confirmed. We encourage you to register for Verified Fan by the end of day today, 5pm PT. If you have more questions, contact Ticketmaster here: tenclubsupport@ticketmaster.com

Thank you,

Ten Club

Is that from yesterday? 

Verified Fan closed unless they reopened it.

That's super helpful though.

Thanks for sharing!

This was in 7:30 Eastern time once it was clear what was happening.

Sorry 7:30 pm EST yesterday or 7:30am EST today?

I assume 7:30pm EST yesterday which would be 4:30pm PST (aka you have 30 minutes), yeah?

brewdog123

gotthebottle said:

brewdog123 said:

other bands pull off ticket lotteries very easily. PJ doesn't give AF

That's not true...they give AF that's why they TRY to get as many fans as possible into the shows.....

It appears you are wrong

Vedd Hedd

So I asked this in the other thread....

I used a card that had a zero balance, but only has a credit limit of $900.  My original charge was $661.   Its still pending....so they said it will be refunded and then charged again....will that bring me over the credit limit before the refund can be applied?  And if so, will they allow me to use a different card?

rival9500

Doug87 said:

rival9500 said:

Doug87 said:

rival9500 said:

CopperTom said:

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

This is from ten club:

Hello Matthew,

Confirmation emails are still being sent out. You should have the information by the end of the day today. This email will state what show(s) you are confirmed for and your seat location(s). You will also receive instructions in a separate email to claim your tickets from Ticketmaster/TicketsToday.

You should also receive and email if you were not confirmed. We encourage you to register for Verified Fan by the end of day today, 5pm PT. If you have more questions, contact Ticketmaster here: tenclubsupport@ticketmaster.com

Thank you,

Ten Club

Is that from yesterday? 

Verified Fan closed unless they reopened it.

That's super helpful though.

Thanks for sharing!

This was in 7:30 Eastern time once it was clear what was happening.

Sorry 7:30 pm EST yesterday or 7:30am EST today?

I assume 7:30pm EST yesterday which would be 4:30pm PST (aka you have 30 minutes), yeah?

Yesterday evening.

mattcoz

know1 said:

The change they made this time that I didn't like was combining GA and Reserved and allowing all of the choices for a show to be a single priority. 

I was not in favor of that at all and even though I'm not a data analyst or the one writing the algorithm for this, in my head it felt like that would make this process very muddled and I wondered how they could possibly pull off a drawing like that. And then you throw priority of member numbers into the mix and it just seems like a big mess.

They should have kept it like it was - each seat choice should have been a separate priority. So if you want to try for GA, you use up a priority choice for that. 

Effectively, you were just choosing a show this time and indicating whether GA was acceptable or not. It lumped a lot of people into big buckets vs separating them out as before.

I like this change, so you can pick GA but still have a good chance at getting reserved. Before, you could waste your top priority and lose and then have a higher chance of not getting anything. Now, I'll say I like this in theory. How it actually worked was FUBAR.

know1

mattcoz said:

know1 said:

The change they made this time that I didn't like was combining GA and Reserved and allowing all of the choices for a show to be a single priority. 

I was not in favor of that at all and even though I'm not a data analyst or the one writing the algorithm for this, in my head it felt like that would make this process very muddled and I wondered how they could possibly pull off a drawing like that. And then you throw priority of member numbers into the mix and it just seems like a big mess.

They should have kept it like it was - each seat choice should have been a separate priority. So if you want to try for GA, you use up a priority choice for that. 

Effectively, you were just choosing a show this time and indicating whether GA was acceptable or not. It lumped a lot of people into big buckets vs separating them out as before.

I like this change, so you can pick GA but still have a good chance at getting reserved. Before, you could waste your top priority and lose and then have a higher chance of not getting anything. Now, I'll say I like this in theory. How it actually worked was FUBAR.

I guess the reason you like it is the reason I don't like it. It should be a bit of a gamble to go for GA. Now it's not at all. 

I guarantee there will be a lot more Reserved tickets offered in the Fan 2 Fan exchange this time due to those people who want "GA or bust", but were now automatically in for reserved. 

Kevinman

Vedd Hedd said:

So I asked this in the other thread....

I used a card that had a zero balance, but only has a credit limit of $900.  My original charge was $661.   Its still pending....so they said it will be refunded and then charged again....will that bring me over the credit limit before the refund can be applied?  And if so, will they allow me to use a different card?

Wish I could answer that.........might want to call the credit card and ask or get limit increased now.

Doug87

rival9500 said:

Doug87 said:

rival9500 said:

Doug87 said:

rival9500 said:

CopperTom said:

Doug87 said:

rival9500 said:

Here’s the reply I got from Tickets Today:

Thank you for contacting us.

To level the playing field, ticket requests are fulfilled in a randomized selection process while still considering show priority.

Sincerely, Esmeralda

Ticketstoday Customer Care

Has anyone ever contacted Customer Service, specifically, the complaints/non customer retention department???

"Esmeralda" is likely half way across the world and has no f'n clue what's actually happening.

She only knows what her management team tells her to say.

Anybody who's ever called a complaints department knows how/where these departments are typically staffed and how little authority/knowledge they likely have on actual issues.

Don't take it out on CSRs.  They read scripts.  Email the Ten Club.  The error is theirs or the error of their contractor.

This is from ten club:

Hello Matthew,

Confirmation emails are still being sent out. You should have the information by the end of the day today. This email will state what show(s) you are confirmed for and your seat location(s). You will also receive instructions in a separate email to claim your tickets from Ticketmaster/TicketsToday.

You should also receive and email if you were not confirmed. We encourage you to register for Verified Fan by the end of day today, 5pm PT. If you have more questions, contact Ticketmaster here: tenclubsupport@ticketmaster.com

Thank you,

Ten Club

Is that from yesterday? 

Verified Fan closed unless they reopened it.

That's super helpful though.

Thanks for sharing!

This was in 7:30 Eastern time once it was clear what was happening.

Sorry 7:30 pm EST yesterday or 7:30am EST today?

I assume 7:30pm EST yesterday which would be 4:30pm PST (aka you have 30 minutes), yeah?

Yesterday evening.

thank you!

Douglas12373

Bentleyspop said:

jwhjr17 said:

The Camaros Hood said:

Hahaha! No they don’t. At the end of the day, it’s just concert tix. Not life and death. They can issue an apology that things got screwy and move on. Just like Taylor Swift. 

Exactly.  For a fan base of supposed adults, the whining and entitlement is astonishing.  In the end if you want to go and put in effort you can get tickets even if you don't "win" them in the lottery.

I can't  possibly be the only person who understands the premise of a "lottery"?

This is really the bottom line. There is more demand for tickets than there are tickets available. No matter how you do this, lottery, priority, Ten number, free for all, there will be a large number of people shut out because, again, more demand than available tickets. I have missed out on lottery year after year. Finally hit this year. I got lucky, whereas for past tours, I was not lucky. Unfortunately, in attempting to reward long time fans, PJ has created an entitled faction of fans who think they deserve tickets because they first saw PJ in a certain year or because they joined a club before other people joined that club. I saw them in 1994, but didn't sign up for TC until well into the 2000s. I don't deserve tickets more than someone who has never seen them and signed up for TC last month.

mattcoz

wiscojam said:

I may be wrong here but I don’t recall mention of there being a show priority to the selections being made. Didn’t people just request whatever shows they wanted and it did not include choice #1, #2, etc? 

There were two steps. First, you choose the shows. Then, after that, you ranked them by priority. Maybe you didn't complete the second step? If so, well, you might be completely out of luck. I've done that with other things before, really sucks.