I do not know how this fan club still exists. It is one screw up after another after another. I'm so frustrated with them at this point that I am calling the Better Business Bureau here in Canada to report all of the issues I have had over the last 12 months.
I ordered "Artificial Horizon" on March 18, 2010. I immediately recieved the Snow Patrol remix. The item was supposed to start shipping in May was it not? Well yesterday, July 15th, at 3am I received an email stating very clearly there were plans with my credit card used to purchase the item, and I had 14 days to respond to the email before the item was canceled. Fine, no problem, the card I had used had been replaced about a month ago, due to a possible issue with security at one of the vendors I had placed an order with. My first question however, is why an item that I ordered in February, and which was supposed to ship in May, is only now being charged and shipped?
Fine. At 9am yesterday I phoned LiveNation, at the number they provided.
The girl I got on the phone immediately informed me that the order had been canceled. "Please contact customer service within 14 days to avoid cancellation." was word for word what the email said. Why send it if you were going to cancel the order regardless?!
She then informed me that she could place a new order for the item if i would like to provide a new credit card number. She did get puzzled and said she had some difficulty trying to find some information. I asked her what the issue was. She replied that she was having trouble determining what the shipping should be. I told her my original invoice had been for $30 with $0 shipping. (The fan club rate).
She had no option in her system except for the $35 non-fan club rate. (Hmmm. Why is it in the system anyway if you can no longer order it? * suspicious *)
Anyway at the end of the call, she told me she could not get the item to me at the $30 rate and she would have her supervisor call me with in 24hours to deal with the situation and to work this out at the original price.
24 hours came and went. And no surprise. There was no phone call. I have my phone set up so I get a text message if it is phoned and there is no signal on which to get a call. I always know when someone has called. I have this set because of work. There was no way anyone had called in that 24 hour period. I am not impressed. I feel like i was lied to.
So I called back. Got a lady on the phone named Barbara, who was actually very polite and very nice. I explained what was going on and she offered to get her supervisor. Perfect. Now I'm getting somewhere. 4 minutes later Barbara was back on the phone. Her supervisor couldn't be found. He'd stepped out. Would I like to hold to see if she could find him? A couple of minutes later she again came back to say he was not available and asked me to call back again.
Third time is the charm. I'm finally talking to them and a supervisor is in the office.
I get Michael on the phone.
Michael tells me he doesn't believe me that I spoke to someone yesterday because he has no records on my account that I called, nor is there any sign that someone attempted to help me place this order. Maybe someone was having a bad day and just didn't want to help me?! What lovely customer service. I called. Why would I state I called if i hadn't? Why would I know what was going on with my account at all if i had not called?! I wonder if people there actually open their mouths before speaking sometimes.
Michael then tells me he is hesitant to place the order because the bank told them that the card would not work because it had potential security issues, or was possibly lost or stolen. HELLO!! I've been a member of the fan club since 2004. You are shipping this to the address that my fan club CDs and various other items I have ordered in the past have been sent to. AND it's a new credit card I'm sending you. Again he left me with the general impression that I was lying over something and he was suspicious of me. That's a wonderful way to treat a customer. Especially one that's already pissed off at being lied to by your rep yesterday about someone calling back in 24 hours.
Why the hell would you be hesitant. I had an issue with my old card, it was replaced, and the problem was resolved. I'm giving you the new number which is in my possession.
Fine. He's finally convinced to take the new card number. It goes through. I ask him to confirm the shipping address because I know what's coming next.
In November of last year I moved. I updated my address with the fan club at that time. I also updated it online. Yet my fan club cds were sent to the wrong address (the old one). I had to call several times to get that issue resolved and eventually get my cds sent to the proper address. I'm tired of dealing with that issue, and it should be fixed now right?
NOPE. The old address pops up again. Even though the invoice for Artificial Horizon vinyl clearly states my new address under both billing and shipping, the system on their end spit out the old address yet again. Why can't they do something simple like change an address?!!? It should be the most basic function they have. Yet they don't seem to be able to do it. Here it is, the third time it's been an issue. And yet again, the system defaults to my old address.
So he claims the vinyl is on it's way. He says it will ship out sometime soon. So the vinyl I ordered in March, that was supposed to ship in May, that I called in July about, probably won't arrive till August sometime. If I'm lucky.
How does this organization continue to provide such HORRIBLE customer service. This is ridiculous.
I ordered "Artificial Horizon" on March 18, 2010. I immediately recieved the Snow Patrol remix. The item was supposed to start shipping in May was it not? Well yesterday, July 15th, at 3am I received an email stating very clearly there were plans with my credit card used to purchase the item, and I had 14 days to respond to the email before the item was canceled. Fine, no problem, the card I had used had been replaced about a month ago, due to a possible issue with security at one of the vendors I had placed an order with. My first question however, is why an item that I ordered in February, and which was supposed to ship in May, is only now being charged and shipped?
Fine. At 9am yesterday I phoned LiveNation, at the number they provided.
The girl I got on the phone immediately informed me that the order had been canceled. "Please contact customer service within 14 days to avoid cancellation." was word for word what the email said. Why send it if you were going to cancel the order regardless?!
She then informed me that she could place a new order for the item if i would like to provide a new credit card number. She did get puzzled and said she had some difficulty trying to find some information. I asked her what the issue was. She replied that she was having trouble determining what the shipping should be. I told her my original invoice had been for $30 with $0 shipping. (The fan club rate).
She had no option in her system except for the $35 non-fan club rate. (Hmmm. Why is it in the system anyway if you can no longer order it? * suspicious *)
Anyway at the end of the call, she told me she could not get the item to me at the $30 rate and she would have her supervisor call me with in 24hours to deal with the situation and to work this out at the original price.
24 hours came and went. And no surprise. There was no phone call. I have my phone set up so I get a text message if it is phoned and there is no signal on which to get a call. I always know when someone has called. I have this set because of work. There was no way anyone had called in that 24 hour period. I am not impressed. I feel like i was lied to.
So I called back. Got a lady on the phone named Barbara, who was actually very polite and very nice. I explained what was going on and she offered to get her supervisor. Perfect. Now I'm getting somewhere. 4 minutes later Barbara was back on the phone. Her supervisor couldn't be found. He'd stepped out. Would I like to hold to see if she could find him? A couple of minutes later she again came back to say he was not available and asked me to call back again.
Third time is the charm. I'm finally talking to them and a supervisor is in the office.
I get Michael on the phone.
Michael tells me he doesn't believe me that I spoke to someone yesterday because he has no records on my account that I called, nor is there any sign that someone attempted to help me place this order. Maybe someone was having a bad day and just didn't want to help me?! What lovely customer service. I called. Why would I state I called if i hadn't? Why would I know what was going on with my account at all if i had not called?! I wonder if people there actually open their mouths before speaking sometimes.
Michael then tells me he is hesitant to place the order because the bank told them that the card would not work because it had potential security issues, or was possibly lost or stolen. HELLO!! I've been a member of the fan club since 2004. You are shipping this to the address that my fan club CDs and various other items I have ordered in the past have been sent to. AND it's a new credit card I'm sending you. Again he left me with the general impression that I was lying over something and he was suspicious of me. That's a wonderful way to treat a customer. Especially one that's already pissed off at being lied to by your rep yesterday about someone calling back in 24 hours.
Why the hell would you be hesitant. I had an issue with my old card, it was replaced, and the problem was resolved. I'm giving you the new number which is in my possession.
Fine. He's finally convinced to take the new card number. It goes through. I ask him to confirm the shipping address because I know what's coming next.
In November of last year I moved. I updated my address with the fan club at that time. I also updated it online. Yet my fan club cds were sent to the wrong address (the old one). I had to call several times to get that issue resolved and eventually get my cds sent to the proper address. I'm tired of dealing with that issue, and it should be fixed now right?
NOPE. The old address pops up again. Even though the invoice for Artificial Horizon vinyl clearly states my new address under both billing and shipping, the system on their end spit out the old address yet again. Why can't they do something simple like change an address?!!? It should be the most basic function they have. Yet they don't seem to be able to do it. Here it is, the third time it's been an issue. And yet again, the system defaults to my old address.
So he claims the vinyl is on it's way. He says it will ship out sometime soon. So the vinyl I ordered in March, that was supposed to ship in May, that I called in July about, probably won't arrive till August sometime. If I'm lucky.
How does this organization continue to provide such HORRIBLE customer service. This is ridiculous.
