RTC Hiptix membership problems?

[SLSigafoos]

Posted: 3/23/16 at 4:34pm

I'm curious how many people here are Hiptix members at Roundabout Theatre Company, and if so, what your experience is with the program. I'm a current member and have not been notified of any of the special events for member nights, including any of the special cast events. I keep seeing photos and information about all of these events AFTER the fact. RTC never sends me paper mail, e-mail, or any kind of notifications (they also rarely acknowledge tweets directed at them). They are not blocked in my e-mail or in any kind of spam folder.

I've been fortunate enough to get $25 tickets to both Robber Bridegroom and She Loves Me this season, so while I don't want to seem ungrateful, they're also mishandling their discount code announcements. When I got the (hard copy) mail signup form for the Hiptix program, it did not specify you could only use the discounts once per show. Online on their website, this fact is stated in very, very small, easy-to-miss font. Thus, when I have tried to use discounts more than once a season, I've outright had my tickets canceled by RTC without receiving a phone call; they send an e-mail and tell you that you have x amount of hours to respond or your tickets are gone. I've never had a polite salesperson when I've dealt with them at the box office or over the phone. Am I wrong to think that a little bit of a cheerful attitude can go a LONG way when dealing with the public? I'm never rude/impolite to them. I've simply inquired about various policies and am always given the most curt, abrupt answer. I've also had difficulties with them, when Cabaret was still open in NYC, to get seats together when one member of the party needed disabled access seating -- even though the seats were all showing as open seats online, and we had been in the venue before for the same show and knew there were open couch 'seats' next to the handicapped seating, usually reserved for people accompanying someone needing a handicapped seat. I'm likely not going to renew my membership with Hiptix or any RTC programs based on what I've listed here, but I'm curious as to how others feel about RTC and if I may be the one who is slightly out of line. Missing Hiptix events aside, I just don't get the warm fuzzies from RTC and know there are better places in the city I could support, theatre-wise.

(Also, had to laugh when Alan Cumming himself even called them out on twitter recently for sending a donation request with attention to: LAST NAME, FIRST NAME.) 

[nasty_khakis]

Posted: 3/23/16 at 4:42pm

Really? I've only ever experienced friendly customer service from them. Twice now I've stupidly bought tickets for the wrong day or performance and immediately called them and they always have said "oh sure. when did you want to go?" and couldn't have been more helpful. 

[neonlightsxo]

Posted: 3/23/16 at 4:42pm

"I'm likely not going to renew my membership with Hiptix"

HipTix is free. What they are offering you is a free service, presumably paid for by a grant. Roundabout is a nonprofit. I don't understand why you're mad.

"it did not specify you could only use the discounts once per show"

They don't owe you anything. You're complaining about your $25 BROADWAY tickets?

Updated On: 3/23/16 at 04:42 PM

[little_sally]

Posted: 3/23/16 at 4:46pm

While I don't get as many emails from them as I used to (do they still do $10 tickets for shows towards the end of the runs? I remember seeing The People In the Picture and Sondheim on Sondheim that way), I've never, ever had an issue with getting tickets or customer service. In fact, I'm glad they let you purchase tickets online now (when I first started using it 10 years ago or so, you had to call or go to the box office.) Sometimes they don't have the date I want, and my friends and I aren't sitting together for Long Day's... but I really can't complain given how great a service it is. (Also, it's nice that the price hasn't gone up at all when other rush/cheap tickets have all gone up in price.)

[SLSigafoos]

Posted: 3/23/16 at 4:47pm

Well it's good to hear that others are getting better customer service from them, than I am! My experience with Telecharge is exactly as you described; no matter when I've needed to cancel a show or for what reason, Telecharge always lets me pick another date. I've never had any luck dealing with RTC for any reason. Can't say good things about Ticketmaster shows, either, but know that it's not the fault of the show itself. For instance, Ticketmaster never told me when the Crucible preview I had tickets for was canceled. No email, no phone call, no nothing. I had to call them when I read about it here, and even then, they acted like they had no idea why I was calling them to verify if and try to arrange another date. I do like that Ticketmaster now lets you put in your Audience Reward number when you make a purchase, at least. Every theatre and box office has their ups and downs, I've found, but RTC has disappointed me a bit too often. Have to say, though, I've had exceptional customer service with tickets lately for shows like Waitress, Bright Star, Daddy Long Legs Off Broadway, and then some of the longer running shows on Broadway. 

[neonlightsxo]

Posted: 3/23/16 at 4:47pm

" (Also, it's nice that the price hasn't gone up at all when other rush/cheap tickets have all gone up in price.)"

SERIOUSLY it's actually amazing.

[mattyp4]

Posted: 3/23/16 at 4:48pm

neonlightsxo said: "HipTix is free. What they are offering you is a free service, presumably paid for by a grant. Roundabout is a nonprofit. I don't understand why you're mad."

 

Maybe SLSigafoos paid for HipTix Gold?  But I agree with you, the HipTix program is pretty great.  I find very little to complain about.

 

 

 

 

[perfectlymarvelous]

Posted: 3/23/16 at 4:49pm

I've never had any problems with Hiptix, and I've used them many times. I've also only ever had very kind people on the phone, when I was ordering my Hiptix for Cabaret the day they went on sale the woman I spoke to was lovely and accommodating even though they were a bit inundated (I assume they were anyway, I had to wait for a while to speak to a rep). I also think it's totally fair for them to only allow Hiptix to be used once per person per show; you're making it sound like you've tried to do this multiple times, so even if you didn't know the first time surely you would have known after that? 

Anyway, I don't know that I've ever heard from any of my friends about overly negative experiences with them either, so it may indeed just be you. 

eta: little_sally, they do still do the ACCESS10 tickets, usually for the first four previews of the run of a show. That's separate from Hiptix though and they sell out pretty quickly. 

Updated On: 3/23/16 at 04:49 PM

[neonlightsxo]

Posted: 3/23/16 at 4:50pm

mattyp4 said: "neonlightsxo said: "HipTix is free. What they are offering you is a free service, presumably paid for by a grant. Roundabout is a nonprofit. I don't understand why you're mad."

Maybe SLSigafoos paid for HipTix Gold?  But I agree with you, the HipTix program is pretty great.  I find very little to complain about."

 

That would be very different and they should have mentioned that, if so.

 

[SLSigafoos]

Posted: 3/23/16 at 4:50pm

neonlightsxo said: ""I'm likely not going to renew my membership with Hiptix"

HipTix is free. What they are offering you is a free service, presumably paid for by a grant. Roundabout is a nonprofit. I don't understand why you're mad.

"it did not specify you could only use the discounts once per show"

They don't owe you anything. You're complaining about your $25 BROADWAY tickets?

 

 

I should have specified that I support them at the Member level. I paid for the Friends of Roundabout. This is a Hiptix Gold program. Yes, the tickets are $25 and yes, I said that I appreciate being able to see the shows for $25. But the perks they list for the membership include special events that I never get notifications for. Plus with the customer service issues I pointed out, this is what's causing me to rethink my support of RTC. 

 


"

 

 

 

 

[frogs_fan85]

Posted: 3/23/16 at 4:56pm

I've been a gold member for a few years now and I've never actually received an email about parties or the on-sale dates for any production. Not that this information isn't easily accessible, it's just odd.  For all I know I'm marked as "doesn't want to be contacted" in their Tessitura system. I actually had to call to renew my membership because I was never contacted when it lapsed.  

[neonlightsxo]

Posted: 3/23/16 at 5:01pm

"But the perks they list for the membership include special events that I never get notifications for. Plus with the customer service issues I pointed out, this is what's causing me to rethink my support of RTC. "

 

Have you written to them specifically about this?

[#1Elphie]

Posted: 3/23/16 at 5:06pm

I have never received any Hiptix emails in the many years I've been a member (and when I reached out and told them this, they said I was on the email list and told me to check my spam filters, which I did but determined was not the problem). 

[SLSigafoos]

Posted: 3/23/16 at 6:58pm

neonlightsxo said: ""But the perks they list for the membership include special events that I never get notifications for. Plus with the customer service issues I pointed out, this is what's causing me to rethink my support of RTC. "

 

Have you written to them specifically about this?

 

I have contacted them about it but they just keep telling me I do receive their emails. So, I'm not sure why I don't. That's the only solution they've provided....to tell me I get the emails. One thing I'm discovering is there really isn't a difference in what you can take advantage of, events-wise, for the paid membership versus the non-paid. From the list they sent me via DM, it's no different for Gold vs free. 

 

For or those who have said the info is easy enough to find....it IS my own fault, I guess, for not constantly checking their site. As a member, I was told I'd get mailings and I don't. Getting reminders is the way I normally put things on my calendar. Lesson learned. Still not thrilled with their customer service. 

 

"

 

[NJ_BroadwayGirl]

Posted: 3/23/16 at 6:59pm

I'm a Hiptix Gold member and I do get emails from Roundabout for on-sale dates but from what I can tell, they do not send special emails about Hiptix party nights or other events. You have to dig through the website to find a list of the party nights for each show as well as other special talkbacks, etc. I also think the performances that have something else going on (especially the Hiptix party night) seem to sell out faster.

Updated On: 3/23/16 at 06:59 PM

[mpkie]

Posted: 3/23/16 at 7:25pm

NJ_BroadwayGirl said: "I'm a Hiptix Gold member and I do get emails from Roundabout for on-sale dates but from what I can tell, they do not send special emails about Hiptix party nights or other events. You have to dig through the website to find a list of the party nighIts for each show as well as other special talkbacks, etc. I also think the performances that have something else going on (especially the Hiptix party night) seem to sell out faster."

^  I joined Gold last fall and this is consistent with my experience. They publish the entire calendar somewhere on the site... I've ended up on that page a lot as a result of looking at various dates for shows. I have no complaints about the membership, I think it's a wonderful privilege as a "young" (haha) person. 

The subscription does say you can get up to two tickets per production. That's not clear if you'd be able to get 2 singles but I'm sure you can't. Their system is behind since it didn't auto validate if you've used your membership for a show already.

Never had to use customer service for any ticketing service and hope I don't need to, so can't really comment on that aspect. Except for 54 Below, which doesn't really count, but those guys are great.

Updated On: 3/23/16 at 07:25 PM

[NJ_BroadwayGirl]

Posted: 3/23/16 at 7:30pm

mpkie said: "The subscription does say you can get up to two tickets per production. That's not clear if you'd be able to get 2 singles but I'm sure you can't. Their system is behind since it didn't auto validate if you've used your membership for a show already."

 

Actually a few weeks ago I learned from a post on this board that you CAN buy two singles for separate performances. I always just buy two tickets for the same date and treat someone to the show, but apparently you can go back and see the same show twice.

I think it's an incredibly generous program, made even moreso by the facts that it A. goes to age 35 and B. allows you to share your tickets with a patron of any age.

[SLSigafoos]

Posted: 3/23/16 at 8:53pm

Thank you all for sharing your thoughts and experiences. I guess my ultimate frustration lies in my contact wth them when I was debating becoming a paid member. They really talked it up and made it sound so special. They called me over and over trying to get me to commit to a higher membership level. But really, you can get just as good discounts being a non-paid member and I've never gotten direct notices for any events. Also, RTC still calls me FREQUENTLY asking for more money. Their number comes up at all hours of the day, too. I get it. I work in marketing for a living. But I contacted them after my bad Cabaret ticket experience and nobody ever tried to make it right. That set a bad taste in my mouth from the get go. 

[mpkie]

Posted: 3/24/16 at 9:31am

NJ_BroadwayGirl said: "Actually a few weeks ago I learned from a post on this board that you CAN buy two singles for separate performances. I always just buy two tickets for the same date and treat someone to the show, but apparently you can go back and see the same show twice."

 

That's helpful! Thanks for letting me know. If I ever get in the situation where I want to see something and can't find a buddy, and end up LOVING it, I can go back!

 

SLSigafoos said: "They called me over and over trying to get me to commit to a higher membership level. But really, you can get just as good discounts being a non-paid member and I've never gotten direct notices for any events. Also, RTC still calls me FREQUENTLY asking for more money. Their number comes up at all hours of the day, too. I get it. I work in marketing for a living. But I contacted them after my bad Cabaret ticket experience and nobody ever tried to make it right. That set a bad taste in my mouth from the get go. "

 

Ugh! I would hate that. Did you ask them to stop calling? I don't take well to being pestered by strangers on the phone into doing anything and certainly not with handing over money!

I joined Hiptix as a Gold member, so maybe that somehow spared me. I have no idea what settings are on my account, but maybe I have 'do not call'. I can see why you would expect a little more finesse from their CSRs when you need help, especially if they're the ones to reaching out to you in the first place.

[perfectlymarvelous]

Posted: 3/24/16 at 9:41am

I get mailings and emails from non-profit theaters where I've seen shows all the time, and I've gotten phone calls as well. Donations and memberships/subscriptions are how they make a lot of their money. My parents get calls too. If it annoys you that much, I'm sure you can ask them not to call you in the future, but it's pretty standard to solicit donations or try to get existing members to upgrade their membership. 

Updated On: 3/24/16 at 09:41 AM

[sorano916]

Posted: 3/24/16 at 11:03am

Generally, I've been fine with the RTC service. I do get Pre-Sale/On-Sale emails, but nothing about HipTix parties (yet I randomly end up at them, though).

 

However, I did have a not-so-great experience with the RTC customer service recently...

 

I had a single Hiptix Gold ticket for She Loves Me but I double-booked myself so I had to pastdate it. When I talked to the RTC rep, they told me to call the day-of to check if there are tickets available and just go to the box office for a general admission seat. However, when I wanted to finally go, I wanted to bring a friend, using my second Hiptix Gold ticket for performance (2 tickets per production is the norm, but there have been exceptions). When I called RTC, they said that there was no way to put my ticket and my friend's ticket next to each other, even though when I looked at the seating chart, there was lots of options of pairs (this was during previews and it's Studio 54, there were lots of options). The reason was because my pastdate ticket is general admission and they would seat me wherever right before curtain, not guaranteeing it could be next to my friend.

 

I asked if I could just buy two Hiptix tickets together and not use the pastdate one (aka lose out on $25); RTC said that that's also not possible. Quite frankly, I was frustrated.

 

Finally, we just went to the theatre box office the evening that we wanted to see the show. I explained the situation (I wanted to use my pastdate ticket but purchase a 2nd Hiptix ticket and sit next to each other). They also told me that my pastdate was general admission and they couldn't guarantee I would be sitting next to my friend. I understand if the show was close to capacity and there weren't many seats left but there was plenty.

 

Anyways, after a few more minutes of going back-and-forth, the box office manager approved of us getting seats next to each other (Front Row of the Center Front Mezz). The two seats next to us were empty the entire show.

 

It was an annoying experience. I just didn't understand the whole not allowing us having seats next to each other/not guaranteeing my general admission seat could be next to my friend's when there were seat options. If any of the RTC reps (on the phone or at box office) would have just said, "We won't know until we see what seat pairs are available up to 10 minutes to curtain, but we will try to accommodate your request", I would have taken that better than the "No, we can't sit you together" or "We can't guarantee that your general admission seat can be next to your purchased seat." There was just a lack of tact.

[SLSigafoos]

Posted: 3/24/16 at 11:26am

sorano916 said: "There was just a lack of tact."

That's probably the best description to all of my dealings with them. I perfectly understand the frustrations of running a business and dealing with the public, particularly when I'm sure that they're always hearing reasons from the public about why they want to switch tickets, or dates, or question their policies. When I had the issue with them of getting a regular seat next to a handicapped one, and was told that I couldn't because there was only one handicapped person in our group, they just made it seem like making the handicapped person sit alone was the best way to solve our problem. Their website seating chart for Cabaret had CLEARLY reflected that there were seats in the row for attendants or guests of handicapped patrons, and on the day of the show, all of those seats were showing unsold...and they still wouldn't help us sort out a better seating arrangement, so none of us went and we saw a different show, instead. 

As for someone who had asked earlier if I asked them to stop calling me: I did tell them several times that I'm already a member and would prefer not to get phone calls. Most of the time, they didn't even have me in their records as a paying member. That's frustrating for sure.