Tele-Charge

Review: My son, [redacted], purchased 3 tickets for Phantom of the Opera (May ** performance) Order number [redacted]. He paid Telecharge $223.25 We attended the show at 8 pm. During the first part of the show, people continued to enter the theater, guided by an usher, for the first 40 minutes and as they there descending the steps on the upper floor, and as they were struggling to find their seats they blocked our view and constantly disturbed us and could not watch the show. Even during the second part of the show, people continued to come in for the first 15 minutes and the same thing happened. As a result, we missed many scenes and left the theater very disappointed. We have corresponded with [redacted] Telecharge Asst. Customer Service Manager [redacted] ###-###-#### / ###-###-#### who informed us (after one month of "evaluation" that the theater refuses to compensate us, claiming that the handling of late vieweers was the responsibility of the "Production Company", not theirs. However [redacted] refused to provide us with any information that would enable us to directly submit my complaint to the "Theater" or to the "Production Company". As a result, nobody compensated us.Desired Settlement: We would like to either get a full refund or new tickets for a Friday show.

Business

Response:

Dear [redacted]:

I am writing to you in reference to [redacted]'s complaint concerning his tickets for the Friday, May **, 2013 evening performance of THE PHANTOM OF THE OPERA at the Majestic Theatre. The customer informed us that the seating of other patrons during the performance affected their ability to enjoy the show. When tickets are purchased, they are sold on a 'final sale, no refund or exchange' basis. While they theatre understands his financial concerns, no refund can be issued.

In the interest of customer service and satisfaction, the theatre has graciously offered to invite [redacted] and his guests back to the production of THE PHANTOM OF THE OPERA or they can select to receive complimentary tickets to the production of CHICAGO at the Ambassador Theatre in New York City.

I apologize for any inconvenience that this may have caused him and his guests.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am 35 weeks pregnant and your customer service is giving me a run around on pastdating my ticket.

I was calling Telecharge customer service every week since Sept and they kept on saying to call back to past date the show Fun Home - and finally on Nov * - one of their male agents (It is my fault I didnt take down his name) said I can pastdate for that day - I called back right after to tell one of the male agents (It is my fault I didnt take down his name again) that something came up if I can still past date for another date, HE told me that he spoke to the box office and I just need to call Telecharge customer service again to past date. I WAS NEVER ADVICED that once tickets are used for past dating that they cant be pastdated again. I am surprised that the telecharge agent Natalie whom I spoke to today is yelling at me for one of her colleague's fault.

I wish to resolve this issue soon since I am due to deliver my baby in 4 weeks.Desired Settlement: Either they refund me the tickets if they cant do a past dating for Fun Home or past date my tickets for a show before the last week of December when I am about to go into labor

Business

Response:

TO WHOM IT MAY CONCERN: I write on behalf of The Shubert Organization, Inc. (“Shubert”), doing business as Telecharge (“Telecharge”) in response to the Complaint by [redacted] (assigned Complaint ID [redacted]). The crux of [redacted] complaint is that she was not allowed to “past date” tickets she purchased through Telecharge for the show FUN HOME, after she failed to show up on August **, 2015 (the date she was originally scheduled to attend), or on November *, 2015 (the substitute date she arranged to attend, after being allowed to “past date” her tickets for that performance). The complaint does not indicate why she failed to show up on either occasion, although it does state that she is *5 weeks pregnant. The complaint also states that she was never told that “once tickets are used for past dating that they can’t be past dated again.” She requests that she be given a refund for her tickets (she purchased two discount tickets on line through Telecharge at a total cost of $80), or that she be allowed to “past date my tickets for a show before the last week of December when I am about to go into labor”. In order to resolve this matter, a Telecharge representative spoke to [redacted] and arranged to past date her tickets so that she and her guest can attend the performance of [redacted] on December **, 2015, at no additional cost. The remainder of this response is given as further explanation of the actions taken by Telecharge with respect to this matter. Telecharge, which is an unincorporated division of Shubert, provides ticketing services to numerous Broadway and off-Broadway venues, including FUN HOME. Telecharge is not the producer or presenter of FUN HOME, and neither it nor Shubert owns or operates the Circle In The Square venue where FUN HOME is currently being presented. The stated policy for tickets purchased through Telecharge is that “all sales are final”, “there are no refunds or exchanges”. You cannot purchase tickets to FUN HOME on Telecharge without clicking to acknowledge the “no refund or exchange” policy. See Exhibit A hereto. Notwithstanding this policy, some venue operators, as a courtesy, will allow customers to “past date” tickets to a show for another weekday performance, if the customer was unable to attend on the date that he or she was scheduled to attend. To “past date” a ticket, Telecharge must obtain the approval of the venue operator (typically done by calling the venue’s box office manager) and, if approved, the customer is advised that he or she must call Telecharge on a weekday morning on the day they wish to attend the show and Telecharge will then contact the show’s box office to find out if the show is accepting past date tickets for that evening’s performance. If they are, the Telecharge representative informs the customer that he or she can attend that evening’s performance; however, if the customer fails to show up for the performance, the customer will not be allowed to past date the tickets a second time. The procedure described above was followed with respect to [redacted] and her purchase of tickets to FUN HOME. After missing the performance on August **, 2015, she was told that she could past date her tickets to another week day performance by calling Telecharge the morning of the day she wished to attend, and Telecharge would then check to see if FUN HOME would past date her tickets for that evening’s performance. On November *, 2015, she contacted Telecharge to see if she could past date her tickets for that evening’s performance. The representative checked with the FUN HOME box office and confirmed that she could past date her tickets for that evening’s performance and informed the customer that she could attend that evening’s performance. However, she failed to show up for that evening’s performance. [redacted] claims in her complaint that after arranging to past date her tickets for that performance “[redacted]” and that the male agent told her that she could past date to another performance. However, Telecharge has no record of any such call by [redacted] on November *, 2015. All outside calls by customers to Telecharge agents are recorded and Telecharge has no recording of a second call by [redacted] on November *, 2015, after she arranged to attend the performance that evening. As a result, when she failed to attend the show on November *, 2015, a memo was entered by the FUN HOME box office in the Telecharge records, reading as follows: “Guest did not attend performance. Cannot attempt to past date again because new tickets were pulled and held at BO [box office] for 11/*/15.” On December *, 2015 at 11:42 AM, [redacted] called Telecharge and asked if she could past date her tickets to that evening’s performance. The agent, after checking with the FUN HOME box office, informed her that she could attend that evening’s performance. Shortly thereafter, in reviewing the order, the agent saw the FUN HOME box office memo and, at 11:56 AM called [redacted] back and told her that she would not be able to attend, because she had already been allowed to past date her tickets to the performance on November *, 2015 and failed to show up. [redacted] said that no one told her that she could not past date the tickets again and, if she had known that “I would have tried to make it to that performance”. The agent told her that she could not past date the tickets and that if she wanted to pursue it further she would have to email a letter to the Telecharge customer service manager and gave her an email address for sending the letter. The Telecharge Senior Call Center Manager looked up the call and confirmed that the Telecharge customer service representative did not yell at [redacted] at any point during the call. That was the last communication Telecharge customer service had with [redacted] regarding this matter until after receipt of her complaint filed with the Revdex.com. In sum, we submit that Telecharge has acted appropriately in all respects and been very accommodating of [redacted] under the circumstances. Gilbert C. H[redacted], IV Vice President, General Counsel The Shubert Organization, Inc. [redacted]

[redacted] tel. no. ###-###-#### fax no. ###-###-#### email: [redacted]