Viagogo - Help Needed

Hi there,

Maybe not your usual call for help, but here goes.

I sold some tickets on Viagogo for my parents as they could no longer make the gig. Their friend had bought the tickets as they were to attend together.

All is well, tickets sold. Having never use Viagogo before i thought this was great. I sold the tickets for face value as i simply wanted them to sell. However this quickly turned into a nightmare. The friend who bought the tickets was in a fatal horse riding accident and i now no longer with us.

I informed Viagogo as soon as i could about this and tried to cancel the sale. They outright refused to do anything about this and said all sales were final. There is no way my parents and i can retrieve the tickets as their friend is dead.

I have suffered extreme anxiety over the consequences of this and i am not sure where else to turn.

Any advice help you could offer would be appreciated. Please see correspondence with viagogo below.

Kindest regards,

Callum

Hi there, This option best fits my needs, however is not fully accurate as the tickets are still available... i have sold these tickets on my parents behalf as they can no longer go to the gig. They purchased the tickets with their friends/neighbors. I have just found out their friend/neighbor has been in a serious accident and is currently fighting for her live at Leeds General Infirmary. As i say the tickets are still available however my parents are concerned they will not be able to get the tickets from their neighbors in time to send to the buyer. I am sincerely hoping i have given enough time to allow for cancelation of the ticket sale as i would rather not continue and risk disappointing the other party closer to the time. I would really appreciate your co-operation with this matter. Yours sincerely, Callum
05/09/2018 07:06
Dear Callum,
Thank you for contacting us.

When selling tickets on viagogo, the seller commits to providing the tickets that were listed. If a seller informs us that they are unable to do so, viagogo will start trying to find replacement tickets for the buyer, and in doing this there may be additional costs for which the seller is liable.

As we have not yet located replacement tickets for your buyer we are unable to inform you of the amount, but rest assured that you will be informed of the charge amount when your sale has been replaced.

In future, please ensure that you are able to provide the tickets that you list for sale, as that will guarantee you payment and avoid any extra charges.

Kind regards,
Elena
05/09/2018 08:21
Hi Elena, My parents friend who bought these tickets is currently in an induced coma at Leeds General Infirmiry after an accident. It is likely she will not make it! There is literally no way my parents can get the tickets from their friend as they don't have access to her house or post. You can surely see that this is a situation out of anyones control. I have given you plenty of notice to cancel the sale - I have received no money as it stands. It is outrageous that you are now expecting me to pay excess when this situation is literally out of our control. I would appreciate your understanding with this matter. Regards, Callum
05/09/2018 08:37
Dear Callum,
Thank you for contacting us.

We have now passed on your concern, and a member of our staff will contact you once we have reviewed your case. To ensure a swift resolution, please ensure that your contact details on your account are correct.

Thank you for your patience and understanding in this matter.

Kind regards,
Jhony
07/09/2018 06:52
Hi Jhony, Would very much appreciate someone getting back to me. Not only are my parents extremely distressed at their friend been unconscious at LGI with no sign of improvement - this is causing inexcusable anxiety! Regards, Callum
07/09/2018 08:29
Dear Callum,
Thank you for contacting us.

As you still have 31 days to ship the tickets, we consider that you could try to pick up the tickets yourself in order to fulfill your transaction.
We are sorry to hear about your parents situation, but all transactions are final as per our terms and conditions to which you have accepted and agreed.
So in 31 days we will have to start trying to find replacement tickets for the buyer if you do not send the tickets and we reserve the right to charge you any additional costs that we may incur, and please also note that you will not be paid for this sale.

Kind regards,
Jhony
07/09/2018 10:04
Hi Jhony, First of all I don't want to be paid for the sale! I want the sale to be cancelled - I have provided enough notice and a legitimate reason to cancel the sale. May I ask how you suggest I pick up the tickets from a lady who is currently in a coma? Even if she awakes from the coma I am sure heading to her house to pick up the tickets is not her top priority! I want this escalated to the highest level and I want to speak to someone who can see this is a real persons life in the balance. Some tickets to a !!!!!! ELO gig come way down the pecking order. This is absolutely outrageous and disgusting behaviour from Viagogo. You should be ashamed. Please put me in touch with someone at the highest level immediately. Callum
07/09/2018 10:13
Dear Callum,
Thank you for contacting us.

If a seller informs us that they are unable to send the tickets, Viagogo will start trying to find replacement tickets for the buyer, (as the buyer has already paid for these tickets and is waiting for them) and in doing this there may be additional costs for which the seller is liable, but rest assured that you will be informed of the charge amount when your sale has been replaced.

Note that your buyer should be anxious and exited for this event.
Thank you for understanding in this matter.

Kind regards,
Jhony
07/09/2018 10:25
Hi Jhony, Do me a favour and have a real informed conversation not just copy and past text from your generic replies. Please put me in touch with the most senior member of staff at your organisation. Callum
07/09/2018 10:43
Dear Callum,
Thank you for contacting us.

Again we are sorry to hear about your situation, but all transactions are final as per our terms and conditions to which you have accepted and agreed.

Our Ticket Guarantee is that buyers are guaranteed to receive valid tickets in time for the event. In the rare instance that a problem arises, Viagogo will provide equivalent or better tickets, or a full refund which must be paid by the seller once he couldn't fulfill the order.

Kind regards,
Jhony
07/09/2018 10:49
Hi Jhony, So as I won't be able to provide the tickets because a lady is in a COMA I am going to be charged and extortionate amount to replace the tickets, even when I have received no money for the tickets? What if the buyer cancels? I may as well write them a letter and send it using the provided label, maybe they will see common sense? Will you refund them? Or try and find a way to screw them as well? Can I please speak to your manager someone else in the organisation with a soul? Callum
07/09/2018 11:16
Dear Callum,
Thank you for contacting us.

Sellers on Viagogo are only paid for their tickets after the buyer has successfully gained entry to the event.
If there are any issues with the tickets (e.g. they send invalid tickets), they will not be paid. In addition, we register payment information for all sellers and are able to charge a fine if issues arise with their tickets.

We are unable to offer a refund or cancellations for the Buyers as well as there is a Seller waiting to be paid.

Our Ticket Guarantee is that buyers are guaranteed to receive valid tickets in time for the event. In the rare instance that a problem arises, Viagogo will provide equivalent or better tickets, or a full refund.

Kind regards,
Jhony
07/09/2018 11:31
In this rare incident situation where a woman is lying in a COMA and the tickets are not going to be available you are still going to block the buyer from cancelling and the seller from cancelling - who benefits? Tickets are still available from reputable sellers on the internet like Ticketmaster. You are going to wait 31 days then buy the most expensive tickets available - meaning I will owe you hundreds of pounds... Now Jhony, put me in touch with your manager before I am forced to take this to the police and report as fraud. Please just put me in touch with someone else and escalate this issue. C
07/09/2018 12:05
Dear Callum,
Thank you for contacting us.

According our policies and procedures all purchases made with Viagogo are final.
Thank you for your patience and understanding in this matter.

Kind regards,
Jhony
07/09/2018 12:17
Hi Jhony, You must be confused, I ran out of patience and understanding about 5 emails ago. Are you refusing to refer this to someone more senior that yourself? Out of interest, what is your policy if someone dies before they are able to send the tickets. This could literally happen in this situation and I would like to know what I can do on this situation. C
07/09/2018 13:43
Dear Callum,
Thank you for contacting us.

As requested, we have attempted to call you so as to answer your questions and resolve any issues. As there was no answer, rest assured that we will call you again by the end of the day.

In the meantime, please ensure that you can be reached on the phone number(s) you have provided on your viagogo account. To update your details sign in to your account on the viagogo website and under "Settings" you will be able to edit all your personal information, such as your name, postal, email addresses and phone number(s).

Kind regards,
Cristina

Comments

  • I know it’s not ideal but could you contact the relative that’s dealing with the house things to see if you can get the tickets? I don’t think they will listen as you set up the transaction unfortunately. Sadly all companies are interested in is money :/
    :T:T :beer: :beer::beer::beer: to the lil one :) :beer::beer::beer:
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