viagogo refused to help

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Guest's review of Viagogo - www.viagogo.co.uk

“viagogo refused to help”

Written on: 31/07/2013

purchased tickets via viagogo for ennio morricone concert in Dublin. tickets I received stated gate open at 4pm. when I tried to obtain info as to when concert would start was told to contact seller but as seller details remain private was unable to do this. viagogo refused to help with any info or enquiries before and after the event.

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Perkinscarl's Comment

Written on: 31/07/2013

why didn't you just contact the venue?

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Loslie's Comment

Written on: 31/07/2013

did and they said they had no info (I know, sounds ridiculous) and to contact the promotor. did this but they wouldn't answer fone calls or emails (did this over a three week period beforehand). no one at the venue i.e. stewards, even knew wot was going on. total fiasco and still feel viagogo could have done more to help.

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Andiamo's Comment

Written on: 31/07/2013

I don't understand why you think Viagogo should have information that is not available anywhere else. If you couldn't obtain the information, what makes you think that Viagogo could? All they do is act as a platform for individuals to buy and sell tickets. Surely your negative comments should be directed at the venue or promoter? Viagogo fulfilled their obligation by providing you with the correct tickets and yet you felt justified in giving them just one star

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Loslie's Comment

Written on: 31/07/2013

I made every attempt through the venue and the promoter to no avail. as I mentioned before viagogo advised me to contact seller but refused to give me their details. in English law my contracr was with viagogo so they should have been more forthcoming with help and info. other people at the venue were complaining of the same problem. poor customer service in every way.

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Andiamo's Comment

Written on: 31/07/2013

.....but where on earth do you think Viagogo could get the information from? If no-one at the venue knew, how could they give information to Viagogo? And if the promoters wouldn't answer your calls what makes you think they would answer those from Viagogo?

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Loslie's Comment

Written on: 31/07/2013

they shouldn't be selling items for things they know nothing about. u don't go to john lewis, buy an electrical item and not expect it to come with any instructions for use do u??? try reading some of the other reviews!

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Perkinscarl's Comment

Written on: 01/08/2013

If you need instructions on how to use a concert ticket I suggest you stay at home.

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Loslie's Comment

Written on: 01/08/2013

very constructive. if tickets do not specify times and venue and promoters do not know what is going on, then what hope does a punter have. as noted below, credit card people have taken this issue on now and wouldn't have agree to step in if they didn't think it necessary. they have also passed case onto trading standards. obviously another employee of viagogo to be defending them in this manner.

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Andiamo's Comment

Written on: 01/08/2013

The whole point is that Viagogo do not print the tickets, neither are they the promoter of the event. They fulfilled their promise to you and delivered your tickets on time. It's academic who the original ticket seller was - there is no way Viagogo will reveal this information. The reason they relocated to Switzerland was to avoid a Supreme Court ruling that they had to reveal a sellers details, so your credit card company has no chance of obtaining this information. What do you want Trading Standards to do? Where do Viagogo offer any service other than supplying tickets? By the way, if I bought electrical goods from John Lewis I would expect the manufacturer of those goods to supply the instructions, not the store employee.

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Perkinscarl's Comment

Written on: 01/08/2013

Trust me, I am not an employee of Viagogo, I am just defending them as what hope does a company like Viagogo have if bad reviews are left because the tickets which they neither printed or organised do not specify the concert times. I think myself and Andiamo just want to know what you think Viagogo could of done to help you!

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Loslie's Comment

Written on: 01/08/2013

considering the amount I paid for the tickets (8 x actual value) and the efforts I tried to obtain re start times, seat positions, etc beforehand, then I feel viagogo badly let me down regarding their lack of customer service. they promised me, in writing via email and over the fone, that the info would be supplied with the tickets. comparing them to other tickets agents their user feedback falls way behind comparable companies. Just wished I'd done some research on viagogo before proceeding with my purchase. lesson learnt! at least I have comfort in knowing I am in my rights regarding consumer protection, otherwise my credit card company would have agreed to intervene.

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Andiamo's Comment

Written on: 01/08/2013

Firstly, you have no idea WHO the ticket seller was. Viagogo relocated to Switzerland specifically to avoid a Supreme Court ruling forcing them to name sellers, so I doubt very much that they would reveal these details to anyone.
Secondly, they categorically state on their website that they are not the ticket sellers.
Thirdly, on each of their ticket pages they list the name of the venue and the start time.
Additionally, The Viagogo company is one of the success stories of the 21st Century - I doubt if they would be in that position if their service was as bad as you make it out to be.
They did exactly what they promised they would do - they delivered your tickets on time. The tickets were genuine and you were able to enjoy your evening. Or rather, you would have been able to enjoy it had you not spent so much time canvassing other members of the audience, asking to see their tickets to check who printed them and what information was on the.

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Loslie's Comment

Written on: 01/08/2013

FIRSTLY - I have in writing from them that there were the actual seller. there was no third party involved..
SECONDLY - see above.
THIRD - had a look 2day and some concerts have no time at all, other listings have a time but it does not state whether this is the gate or the time the event starts.
No canvassing was required - its amazing what u can find out when u arrive at a concert 4 hours before the start time due to lack of information from the ticket agent! plus, because of so much confusion among so many, people were discussing their issues openly, police were taking details, as I said before, people were offloading tickets they couldn't use because of the times being incorrect (were told concert would be over before it actually started). even in our hotel the next morning other guests were discussing the fiasco.
FOURTH and BEST OF ALL - viagogo have since now advised me that as they were the owners of the tickets and fully accept liability for the inadequate details, poor customer service, etc they have offered me a substantial refund, plus compensation. one up for the consumer I say. Thank u 1 and all for your comments - its spurred me on no end to get the outcome I deserve. I hope this encourages more people to take the necessary action and fight for their consumer rights.

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Andiamo's Comment

Written on: 31/07/2013

Instead of contacting Viagogo who would have had to contact the venue and then get back to you, why didn't you just contact the venue directly?

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Loslie's Comment

Written on: 31/07/2013

AS ABOVE REPLY TO PREVIOUS COMMENT. Have email the venue to ask who to complain to and even they won't response. speaks volumes!

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Perkinscarl's Comment

Written on: 31/07/2013

Forgive my ignorance but what exactly did you want Viagogo to do? Am I right in thinking you wanted them to give you the concert times?

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Loslie's Comment

Written on: 31/07/2013

normally tickets state the times the gates open and event starts. all it said on mine was when the gate opened - mine said 4pm. other people I spoke to had tickets saying 5pm, 5.30, 6pm and 8.15pm. concert actually started on my night at 8.30pm. night beforehand it started at 9pm! thats'why others were complaining as they were told show was finishing by 8.30, had bought train tickets and had to leave before show even started!

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Perkinscarl's Comment

Written on: 31/07/2013

I give up.

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Andiamo's Comment

Written on: 31/07/2013

Still can't work out why you are blaming Viagogo for this. Looks like everyone was in the same boat, wherever they bought tickets from.

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Loslie's Comment

Written on: 31/07/2013

some people who bought from ticketmaster had the full and correct info. i'm not blaming viagogo, just saying they could have done more to help. I contacted my credit card company I paid with and they took up the case, as they say they have breached there terms and conditions of sale and have a duty of care to its customers. their initial findings are that viagogo have admitted they were the direct seller, no third party like they lead me to believe and have also admitted they should have responded in a more positive manner to mine and others enquiries re this event. too late for me maybe but hopefully viagogo will be more forthcoming with info in the future.

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Andiamo's Comment

Written on: 02/08/2013

I don't believe for one moment they have breached their terms and conditions because I can't find anything on their website pertaining to your complaint. Am just wondering that now you've considered that they've done the decent thing, will you post another review awarding them a higher star rating? I doubt it very much.

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