Thank you for reaching out to us in regards to this matter. To begin, we do state on our website in the ticket exchange policy that all sales are final and there are no refunds. Also, our phone system records incoming calls into the box office. In researching the transaction I noticed a couple of...
things. A new account was created on 8/26/15 with the purpose of purchasing tickets. The only concert selected to purchase was the Blues Traveler performance on 8/29/15. Additionally, the phone number on the report does not appear in our log of calls for 8/27/15. However, since our phone system keeps recordings, I listened to each call for the day of 8/27/15 to try and identify if the call was made from a different phone. I was unable to identify this specific patron as no name was stated but did find a phone call that seems to fit the description on the customer experience form. Again, no name was given during the call, but a synopsis of the call is as follows and I will type out the call verbatim as well. The patron called in and stated he bought tickets to the Blues Traveler performance without realizing that his friends had bought the tickets already. The customer representative then told the patron that there are no refunds but the tickets can be used for the last 2 performances the next weekend. The patron asked about challenging the charge with his card provider and the customer representative stated that the patron can do that and reiterated the no refund policy. The patron then asked about the tickets being used for the last 2 weekends if he does not pick them up in which the representative stated positively that they can be used for the last 2 concerts on the next weekend. That was the end of the phone call. At no time did the patron ask to speak with the manager about the situation and it seemed like all were in agreement. I can provide the audio clip if necessary. The patron did not pick up the tickets from will call for either weekends performances.
Please let me know how I may be of further assistance.
Kind regards,David
The phone conversation with a patron fitting the description on customer experience form. I am leaving out my representatives name intentionally.
Representative: ISO Box office, this is …, how may I help you?
Patron: Hi I had placed an order last night for the Blues Traveler performance on Friday night and I misunderstood my friends where they had already bought us seats. And I didn’t know if there is any way to cancel the order. I don’t know if it, I don’t think it’s even gone through my credit card fully yet.
Representative: Unfortunately we have a no refund policy but the tickets you purchased are good for the rest of the season so you could use them for the last two concerts.
Patron: Okay, so even if I, I could dispute it on my credit card and it reject the charge, that way?
Representative: If you go through your bank we have no control of that. We just have a no refund policy here.
Patron: Oh, okay, okay…alright, and then if, okay. If I didn’t pick these up I could use them at a future conference, or concert, or do I need to make that request.
Representative: No, you would be able to use them for the rest of Symphony on the Prairie. So either the music of the Hitmen or the music of Elvis. You could still use them for other performances.
Patron: Okay, okay, alright, great. Thank you very much.
Representative: No problem. Have a good day.
Patron: Bye Bye
End of conversation.
David S[redacted]| ds[redacted]@indianapolissymphony.orgBox Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The attached receipt does not mention anything that the sale is final. It also does not include any link or mention to the exchange policy. I called as soon as possible and I should be refunded my money. I could not attend any of the other shows after that date to make use of the purchase as the season was almost over. $71 may not seem like much to the ISO but it is to me.
Regards,
[redacted]
Thank you for reaching out to us in regards to this matter. To begin, we do state on our website in the ticket exchange policy that all sales are final and there are no refunds. Also, our phone system records incoming calls into the box office. In researching the transaction I noticed a couple of...
things. A new account was created on 8/26/15 with the purpose of purchasing tickets. The only concert selected to purchase was the Blues Traveler performance on 8/29/15. Additionally, the phone number on the report does not appear in our log of calls for 8/27/15. However, since our phone system keeps recordings, I listened to each call for the day of 8/27/15 to try and identify if the call was made from a different phone. I was unable to identify this specific patron as no name was stated but did find a phone call that seems to fit the description on the customer experience form. Again, no name was given during the call, but a synopsis of the call is as follows and I will type out the call verbatim as well. The patron called in and stated he bought tickets to the Blues Traveler performance without realizing that his friends had bought the tickets already. The customer representative then told the patron that there are no refunds but the tickets can be used for the last 2 performances the next weekend. The patron asked about challenging the charge with his card provider and the customer representative stated that the patron can do that and reiterated the no refund policy. The patron then asked about the tickets being used for the last 2 weekends if he does not pick them up in which the representative stated positively that they can be used for the last 2 concerts on the next weekend. That was the end of the phone call. At no time did the patron ask to speak with the manager about the situation and it seemed like all were in agreement. I can provide the audio clip if necessary. The patron did not pick up the tickets from will call for either weekends performances.
Please let me know how I may be of further assistance.
Kind regards,David
The phone conversation with a patron fitting the description on customer experience form. I am leaving out my representatives name intentionally.
Representative: ISO Box office, this is …, how may I help you?
Patron: Hi I had placed an order last night for the Blues Traveler performance on Friday night and I misunderstood my friends where they had already bought us seats. And I didn’t know if there is any way to cancel the order. I don’t know if it, I don’t think it’s even gone through my credit card fully yet.
Representative: Unfortunately we have a no refund policy but the tickets you purchased are good for the rest of the season so you could use them for the last two concerts.
Patron: Okay, so even if I, I could dispute it on my credit card and it reject the charge, that way?
Representative: If you go through your bank we have no control of that. We just have a no refund policy here.
Patron: Oh, okay, okay…alright, and then if, okay. If I didn’t pick these up I could use them at a future conference, or concert, or do I need to make that request.
Representative: No, you would be able to use them for the rest of Symphony on the Prairie. So either the music of the Hitmen or the music of Elvis. You could still use them for other performances.
Patron: Okay, okay, alright, great. Thank you very much.
Representative: No problem. Have a good day.
Patron: Bye Bye
End of conversation.
David S[redacted]| ds[redacted]@indianapolissymphony.orgBox Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The attached receipt does not mention anything that the sale is final. It also does not include any link or mention to the exchange policy. I called as soon as possible and I should be refunded my money. I could not attend any of the other shows after that date to make use of the purchase as the season was almost over. $71 may not seem like much to the ISO but it is to me.
Regards,
[redacted]