Telecharge online customer service

[A Canadian in NYC]

Posted: 12/6/16 at 12:58pm

or lack thereof...   Has anyone ever had a response to an online question or comment send to Telecharge? I responded to an email they sent to me prior to my recent trip to NYC regarding my upcoming DEH performance.  At that time, I still had not received anything in writing that confirmed my new seats for the Music Box transfer.  I didn't receive anything back and it became moot when I got to the city and picked up my tickets at the box office.

Then when we were seated and realized how HORRIBLE the exchange was, I promptly sent off two emails when I got home.  One to Telecharge asking for an explanation on how they thought the seats they gave to me compared to the seats I bought for the Belasco; and copied this to the DEH peeps to notify them of what was going on with the ticket exchange.

DEH got back to me within a week, apologizing and asked if Telecharge has responded;  which they had not and still have not.  It's been three weeks now.

I know ultimately it was my responsibility to verify the exchange and I didn't do that, but I'm starting to get really tiffed at the lack of response; especially when I start adding up all the money I've spent with them for theatre tickets.  I could call them I suppose but I feel destined to get the runaround.

Just wondering if anyone else is having this experience?

 

[sgreen3]

Posted: 12/6/16 at 1:22pm

Short version: My experience was not as bad (I got some information along the way but only because I kept forcing the issue), but yes, they were terrible with the whole DEH transfer process.

Longer version: I emailed them after getting two generic "we are working on it" form emails to ask when I could expect to receive details about my new seats (I attended the first preview). I got a response a day later saying "we can better assist you by phone," which, no -- the whole reason I emailed was to avoid sitting on hold and dealing with the phone reps.

When I sent back a snarky reply about that, the next response said "We will be in touch to let you know whether you can use your existing tickets or whether you'll be issued new ones." I knew I couldn't use my original one since it was balcony, so this was also wildly unhelpful.

I had an exchange with them on Twitter a few days later and at first all they said was "your seats will be exchanged prior to your performance," and after seeing the new charge on my card but not the refund and messaging them again, I eventually got "you should receive your new seats later this week" out of them. I got a confirmation email later that day and my e-ticket a few days after that. It was a fight every step of the way.

Ticketmaster CS is not much better --- probably worse, based on other non-Broadway experiences I've had. I don't know what the alternative is, but I wish they had less of a monopoly.

[haterobics]

Posted: 12/6/16 at 1:44pm

sgreen3 said: "the whole reason I emailed was to avoid sitting on hold and dealing with the phone reps."

Err, Telecharge isn't really bad as far as hold times or anything. I've exchanged tickets and done the whole thing in under 5 minutes over the phone. Helpful, friendly, and the last time, we got disconnected, and the guy called me right back... there are hellacious call centers and support experiences out there, but I've never found Telecharge to be one of them.

[A Canadian in NYC]

Posted: 12/6/16 at 1:45pm

sgreen3 said: "Short version: My experience was not as bad (I got some information along the way but only because I kept forcing the issue), but yes, they were terrible with the whole DEH transfer process.

While I'm sorry you went through similar experience, I'm glad to know I wasn't the only one, and even more reason that Telecharge needs to acknowledge this.  The rep from DEH admitted that the exchange has been handled horribly but obviously he can't do anything about it.    

I think what bothers me the most is that the people who bought tickets for the Belasco were the first to be really excited about this production; hence buying our tickets once they became available.  I do believe more care should have been taken to ensure that our seats at the Music Box were going to be acceptable.  Even if I had noticed the seat placement when I picked the tickets up, it would have been way too late to exchange as it was sold out.  If they had dealt with us immediately after the transfer was announced and new theatre booked, it wouldn't have been that hard to do a fair exchange.  Once you start selling those seats, it becomes trickier.

I've never had any problems with them when shows I have tickets for are cancelled.  The refund has always been prompt, so I naively thought the exchange process would be handled with the same efficiency.  Well, a lesson learned.... and I am going back to see it in the spring - in seats where I can actually see the whole stage.. :)

 

"

 

[kade.ivy]

Posted: 12/6/16 at 1:46pm

Overall helpfulness and transparency were lacking in the DEH transfer. I called at least 4 times before I finally found someone helpful who pointed me in the appropriate direction to resolve my issue. If I hadn't been persistent, one of my DEH tickets would have been valid and the other wouldn't have been-its replacement would have been at the box office without my knowledge, because the theatre box office exchanged it and didn't tell Telecharge.

There are helpful folks who work there-you just have to find them. I agree that the DEH transfer was largely a debacle. 

Updated On: 12/6/16 at 01:46 PM

[sgreen3]

Posted: 12/6/16 at 1:49pm

haterobics said: "sgreen3 said: "the whole reason I emailed was to avoid sitting on hold and dealing with the phone reps."

Err, Telecharge isn't really bad as far as hold times or anything. I've exchanged tickets and done the whole thing in under 5 minutes over the phone. Helpful, friendly, and the last time, we got disconnected, and the guy called me right back... there are hellacious call centers and support experiences out there, but I've never found Telecharge to be one of them."

This is fair. I've only had 1 phone experience with them and it was fine. My point (which I didn't actually make) was more that I didn't want to call because I generally prefer email or other online customer service over phone. Mostly because I have to step away from my desk at work to place a call, while I can email using my phone at my desk without an issue.

My first job out of college was 9 months in a call center and it was the worst, so I still have a slight aversion to the phone... :)