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Schweiz (Deutsch)Artist Arena Ticket Fiasco
Artist Arena Ticket Fiasco
Posted: Tuesday, March 2, 2010 - 10:48
Though AA's poor handling of pre-sale tickets has been discussed at length on the board many times, I have to throw my experience out there and add a little fuel to the fire. I've purchased tickets through AA multiple times over the last year and though I have a lot of complaints about the way the pre-sales & subsequent show entries were handled, I have never had a reason to complain about actually receiving tickets....until now. I did not receive my pre-sale ticket to this past Saturday's Cleveland House of Blues show and the way (or lack thereof) AA handled the situation was completely unacceptable.
Like any sane person, I contacted AA on 2/20/10 about the missing ticket (one week before the show, as stated on the confirmation email and their website) and received the following response on 2/22/10: "The ticket has been shipped and should be on its way. If you do not have it by two days before the show, give us a call and we will figure it out.". The response made me nervous, but I did as AA requested and waited until Thursday (2/25/10) to contact them again about the missing ticket. After checking the mail on Thursday and still being ticketless, I called AA so they could "figure it out". After verifying some basic info (order number, name, address, show, artist, etc), I spoke to a gentleman who assured me multiple times that AA would contact Cleveland House of Blues and have my ticket reprinted and waiting at will call for me the day of the show.
I left from Kentucky on Friday (2/26/10) to travel to Cleveland with the KY Contingent and on the way, I called Cleveland HOB to make sure AA followed through and contacted them about reprinting my ticket. The person I spoke to at HOB said that he could not give me any information about will call tickets because "they don't handle that until the day of the show". I explained my situation and asked if they had been contacted by AA and was told "we work well with AA, so your ticket should be here". Just to cover all my bases, I asked if my email confirmations from AA would be enough to get my ticket reprinted even if AA failed to contact HOB and was told "that should be okay". Though that response made me uneasy, I let it go and had faith that AA would come through and do as they had promised.
Fast forward to show day, Saturday the 27th, the KY Contingent arrives at the HOB at 2pm. I go to the box office to pick up my ticket from will call ticket and it's not there. I give the attendant my information again and attempt to explain the situation and she very rudely interrupts me and says "The ticket isn't here, sorry about your luck". Again, I attempt to explain the situation again with details about my conversations with both AA and Cleveland HOB and show her my confirmation emails. She tells me "The ticket isn't here and we can't reprint it. There's nothing we can do". AA is closed on Saturday, so I couldn't contact them to have them fix the situation. I start to freak out at this point, thinking that I had made the drive from KY to Cleveland in the s***tiest weather imaginable to a sold-out show without a ticket, trusting that AA handled the missing ticket situation, only to be told that I didn't have a ticket and wouldn't be attending the show. Thankfully, Travis was setting up the merch table nearby and saw my distress (and tears). After explaining the situation, he went to talk to Dane and came back to let me know that even if HOB wouldn't reprint my ticket, he'd have Dane put me on the band's guest list so I could get into the show. Of course, HOB didn't reprint my ticket because they couldn't get in contact with AA, so my name ended up being on the guest list and I got in.
Basically, AA dropped the ball in a big way. I'm lucky that Travis was in the right place, at the right time and that the Avett crew was generous enough to put me on the guest list. Without Travis & Dane, my ass wouldn't have been at the show, even after paying for a ticket and making the drive to Cleveland. Big props go to the Avett crew for being so amazing and understanding. I'm furious that AA didn't handle the ticket situation, so they (along with Dolph) will be hearing from me today.
Replies for this Board Topic
Please keep us updated on their response. I am always interested to see how companies handle paying customers.
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Z
man, Mary Ellen, that is terrible. I can't imagine how you must have been feeling! So grateful that Travis and Dane stepped up or the outcome would have been unthinkable.
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I have rules. Never eat or drink in underwear or pajamas/Scott Avett
Yowza! What a nightmare – curious to see if/how AA makes it up to you.
And what a relief that you were able to get into the show after all that.
If it was my choice, I would offer you free tickets for a year!!!
I feel for you.
Don't give up until you get something that you feel is fair. And i would recommend not just talking to the customer service representative that answers the phone or his/her manager. Research the company online and contact the president. If they have a mission statement on their website (most companies do and it usually makes reference to valuing their customers), I'd quote the mission statement and not acceept anything less than fair compensation for your inconcvenience and stress.
Wow...this is getting me nervous...I ordered a presale ticket for the 5/29 Columbus show, so it better come in the mail! I'm sorry you had to go through that, that is totally brutal.
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"Decide what to be and go be it"
www.brad-otto.com
if i may ask what is the perk of ordering through AA? every avett show i have been to i have gone through ticketmaster, the venue, or LIVE nation.
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"But I can't go back, and I don't want to,
'cause all my mistakes, they brought me to you"
By golly girl, that is rough. Many of us had some problems with AA, and this is unacceptable.
Big thanks to Travis and Dane for helping you out so much. We're lucky to be having these problems within such a fantastic music community, because I don't know if it would've worked out so well with other bands/crews. Those guys always make me feel comfortable.
But yes, keep us updated. That is very frustrating. I'm glad you got in and sorry you had to deal with the crap! Hugs to you.
johnh--
AA tickets are generally a few bucks cheaper, and oftentimes, if you're one of the first 30 ticket holders (buyers?), you get 15 minutes early entry (with a great deal of nervousness).
thanks. i'm going to the chicago HOB show this weekend and i was telling my gf (who bought the tickets) that some people got early entry. she asked how and i did not know. after hearing littledeadheads story not sure if the risk is worth the reward.
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"But I can't go back, and I don't want to,
'cause all my mistakes, they brought me to you"
And plenty of people with early entry still wait in line all day anyway. Ahem...
Whoa. I mean, for cryin' out loud. I can't believe you had to go through all that bs with AA, and I'm sorry you did. Thankfully, Travis-->Dane-->the band helped you out. I like to think they would do the same for any of us, because they're awesome and kind, but I imagine I wouldn't have the luck of having Travis right nearby to witness my anguish. I'm happy you got to go to the show. I hope this AA mess gets taken care of one day.
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~Megan
"Free is not your right to choose, it's answering what's asked of you, to give the love you find until it's gone."
a concert ticketing agency is closed on the weekends????
first thing that needs correcting
Thanks for commiserating with me, y'all. Hopefully it'll all be sorted out soon. We're all lucky that the Avetts are such great people and that they have such great people working for them. I'm so thankful that those guys were willing to help me out.
Dolph-- Thanks for being such a stand up guy. I got your email and I'll keep you posted on any response I receive from AA.
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Team Avett #36
lildeadhead: that pen she uses to keep her setlists? it's a human-finger bone. dipped in the blood of the ones who yell out during "murder in the city". poetic, no?
I didn't receive tickets for one of the fall shows until the day before the concert - good thing I didn't need to leave early.
Regarding presale & early entry, in Iowa City the venue acted like they knew nothing about it and put us in front of a door, then promptly forgot about us. I pestered them just in time to get into the theater before the rest of the crowd.
I did receive my tickets for today's show a week ago - yeah!
'sorry about your luck?'....ummmm....wrong answer!!!
you should file a complaint about her too. that's ridiculous. it seems these days that many companies don't have a clue about customer service anymore! apparently they need to take some clues from travis, dane and the rest of this lovely crew! way to go guys!
glad you got in girl!
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"We took a pickup, a tent, and a shotgun," recalls Scott. "We went out thinking it was a wild frontier."
^^ Right on, Walstib. That is just NOT cool.
Hey Mao if your out there do you want to debate this with me?
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Do the best you can and that wont go unseen
that really doesn't sound all that surprising. AA has continually "assured" people of one thing and done the opposite. it's ridiculous. i'm glad you were still able to make the show and that it was such a good one!
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Burn the questions. Burn the shame.
Just wanted to give y'all an update. I've spent the day emailing with Dolph and he made sure AA contacted me so we could discuss what happened. After the conversation I had with Brice from AA, it's 100% clear that this one is actually on the venue and not AA. It seems that this whole debacle can be chalked up to a lack of communication on the venue's part--my ticket was on the reprint list, but for whatever reason the list wasn't at the venue when I asked about my ticket and the person I spoke to at the HOB will call window didn't let me know this/appeared to have no knowledge that this was the case. The people at HOB made it seem like they hadn't heard from AA and told me that I did not have a ticket. Apparently, the gentleman I spoke to at AA on Thursday was supposed to give me an after hours number to call just in case something like this happened and because I didn't receive that info, Brice refunded the cost of my ticket. I can't say enough good things about how Brice from AA and Dolph have responded to this particular situation. Both have been willing to communicate and reach out to me to make this right. The Avetts have good people on their team and it's nice to know how responsive they are when these kind of problems arise--especially Dolph himself. I'm just glad that this whole mess was worked out and that I received an explanation about why this happened. I'm confident that this won't be a problem in the future, but on the off chance it does happen again, I know that both Dolph and AA will step up to the plate and take care of things.
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Team Avett #36
lildeadhead: that pen she uses to keep her setlists? it's a human-finger bone. dipped in the blood of the ones who yell out during "murder in the city". poetic, no?
Dolph is the man.
Glad this didn't happen to me. I lack patients in regards to people like the "sorry about your luck" broad, and would've probably attracted Travis and Dane's attention through a string of profanities and broken glass, rather than tears. It probably have would've resulted in a trip downtown with Cleveland's "Finest", rather than a spot on the guest list. My hat's off to you. All's well that end's well. Glad it worked out in the end, littledeadhead
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"A city man'll tell ya, "Do what it takes to stay on top,
But my Pa's a country man, and that's what I'll be 'til I drop." -Margo
Not even the hands of God could have kept me out of that show if I were you, littledeadhead.
Although I too would have taken more of the NastyNate approach, tumbling into the arena like a savage amidst a string of creative profanity and shattered glass.
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"Decide what to be and go be it"
www.brad-otto.com
Yet another reason why I hate the House of Blues
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Do the best you can and that wont go unseen
Great to hear that Dolph was able to help and, of course, Dane and Travis, not that I'm at all surprised they came through since they are awesome.
)
Brice has been very patient and a lot of help to me, as well, in the past. I agree that you need to talk to the venue about that woman at will call--that is UNacceptable (and unfortunate.
My biggest issue has been that each venue has handled the early entry differently, and more often than not, they seem completely confused by it. To be honest, if not for my (and my fellow early entry friends') exceptionally irritating pestering, there have been a couple of venues where I'm not sure we'd have gotten in either early, or even before the main lines--Baltimore being one example--they never had a list and the guy demanded receipts we were never told to bring (but still had.) And he was incredibly rude. Some places have been great, on the other hand--Philly, NYC, and surprisingly, HOB in Boston were actually very helpful and friendly with it back in October, but overall, it has been so nerve-wracking and frustrating most of the time. What should (and does end up being) a great thing, ends up very anxiety-inducing.
Even this past weekend, even though we were with someone who volunteers at the venue who confirmed with his co-workers where he (and we) should line up, and I also confirmed this, we still ended up in a bit of a showdown with a woman (who had 3 kids with her--not my proudest moment and one that fills me with anxiety and a bit of shame when I remember it--I get in a weird zone before Avett shows) who showed up hours later, yet was at the "right" door for early entry.
Bottom line, I really wish there was a more standard way the venues handled the early entry, or that it would just be done away with. I'm truly grateful for all the times I've gotten it, but man, it's fraught with issues.
From my experience, let me tell you, if you have early entry, bring your original ticket confirmation AND your early entry email--I've had to present both of those before, even though it's not necessarily spelled out that you need it. Plus, bring your id and original credit card, if you can.
If you buy early entry tickets from someone, make sure they send you ALL of those emails, PLUS an email from Artist Arena confirming the name switch--and make sure they call Artist Arena to do that. The venue *should* have a list of names of the person who bought the original ticket, plus how many they bought, or at least that's how it was in the fall.
And yeah, T, it doesn't change a whole lot for us, does it?
holy crap, as I write--KDH is in the opening notes of Parenthood!!! not that we didn't know, but so cool!!!
Again, so glad it worked out, ME, and thanks for taking care of it, Dolph!
Maybe we could get the AA after hours number posted somewhere handy?
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Wish me luck, I know you think I'll need it.
For all the hardest roads we have to walk alone.
I'm really happy ya'll got it worked out. Nice to know it wasn't completely an AA problem. I know they've been far from perfect, but it would be hard to get me to buy a ticket from them in the future if your whole deal had been their fault. Nice when your favorite group surrounds themselves with others so genuinely helpful and awesome. It makes for nice relationships with all involved. Thanks to Dolph and Brice. (No thanks to HOB in Cleveland.)
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~Megan
"Free is not your right to choose, it's answering what's asked of you, to give the love you find until it's gone."
Andre, why are you baiting me?
This is SO unacceptable for any fan, much less one who is so devoted.
Anything with the initials "AA" is to be avoided.
Artist Arena
American Apparel
Alcoholics Anonymous
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http://www.tablive.net
Wrong dog!
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I really feel bad for all the trouble you had! I moved to the Cleveland area (kinda) 2 years ago and have discovered that almost everyone is always bitter and pissed off. This year Cleveland was noted to be the worst city in America to live in Forbes Magazine... I'VE GOTTA GET OUT OF HERE!!!!!!!!
Just got the dreaded email from Artist Arena saying my tickets will not arrive a week in advance (for Ann Arbor show Mar 9) as promised and I need to pick them up from Will Call the day of the show. Nice. Isn't this a problem in itself? Not a great way to do business in my opinion. Whether the venue is involved or not, don't promise me tickets in the mail and then a week before the show tell me they aren't coming.
haha thanks jeremy. I was like "wait, what did I do"?
eesh, good luck Jhutch! get that after hours number asap! and if you get it, will you post it?
I've (knock wood) never had a problem receiving tickets before, just with the entry. hopefully ME and Dolph paved the way for smoother sailing.
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Wish me luck, I know you think I'll need it.
For all the hardest roads we have to walk alone.
I know in Indy, someone came along the entire length of the line, a couple of times shouting, "Anyone from the fan club with early entry, please come with me."
Now that I think about it...Here's hoping it was a proper authority, and not someone hacking off fingers for early entry tickets.
JHutch, I got that same (Ann Arbor) e-mail...yikes.
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I gave to you my ugly brown coat, you made it pretty when you put it on....