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  • FIRST POST
    • KatherineCardill
    • By KatherineCardill 23rd Sep 17, 8:53 PM
    • 8Posts
    • 8Thanks
    KatherineCardill
    Suing ViaGoGo, watch this space...!
    • #1
    • 23rd Sep 17, 8:53 PM
    Suing ViaGoGo, watch this space...! 23rd Sep 17 at 8:53 PM
    Hello all,

    I was recently mug enough to buy Michael Macintyre tickets from ViaGoGo - the usual story: I got pressured into buying (countdown clock ticking etc), extortionate fees, yuddah yuddah.

    I regretted it immediately, and belatedly started reading all the online reviews... now I'm not even confident my tickets will arrive!

    As you all know, alas there's no way to talk to them, no email address, only automated responses from their Customer Services page, they don't allow cancellations ... Again, yuddah yuddah.

    Cue some hasty research into my consumer rights, and if I don't get a refund I'll be taking them to the Small Claims Court. It's early days yet but I'll keep you posted.

    In the meantime, here's an extract from my first written letter to them, with details of the relevant legislation. Feel free to use this wording yourselves.

    =========

    "I remind you that ViaGoGo is in breach of its legal obligations in this matter:


    • You failed to provide obligatory information in a “durable medium” (ie by email or in writing), specifically:
      • You failed to provide confirmation of the contract. See Part 2, Chapter 1, Section 16(1) of The Consumer Contracts Regulation (Information, Cancellation and Additional Charges) Regulations 2013.
      • You failed to provide your geographical address, or any other effective means of communication, thereby making it impossible for me to contact you quickly or efficiently. See Part 2, Chapter 1, Section 13(1) and Schedule 2(c) of the same regulation.
      • You failed to provide the required information relating to my right to cancel the contract. See Part 2, Chapter 1, Section 13(1) and Schedule 2(l) of the same regulation.
    • You denied your obligation to allow me to cancel the contract, despite the contract falling within the scope of the above regulation (see Part 3, Sections 27 and 28)
    • You failed to provide the means of cancelling the contract, as required under Part 2, Chapter 1, Section 13(1)b of the above regulation.
    Therefore, in compliance with the Model Cancellation Form given in the above regulation, I hereby give notice that I cancel my contract of sale of the following goods:
    Order ID: XXX
    • Ordered on: XXX
    • Name of consumer: XXX
    • Address of consumer: XXX
    Please reimburse me the full cost (£XXX) of this transaction, including taxes, fees and delivery costs."
Page 1
    • CatDaly
    • By CatDaly 2nd Oct 17, 1:43 PM
    • 2 Posts
    • 0 Thanks
    CatDaly
    • #2
    • 2nd Oct 17, 1:43 PM
    Any news?
    • #2
    • 2nd Oct 17, 1:43 PM
    I did the exact same thing on Friday, and I am now wondering if there is any way to get a refund?
    • BorisThomson
    • By BorisThomson 2nd Oct 17, 2:34 PM
    • 1,586 Posts
    • 3,420 Thanks
    BorisThomson
    • #3
    • 2nd Oct 17, 2:34 PM
    • #3
    • 2nd Oct 17, 2:34 PM
    How is your knowledge of Swiss law? That's the jurisdiction under which your contract falls.
    • Lorian
    • By Lorian 2nd Oct 17, 2:40 PM
    • 4,336 Posts
    • 2,468 Thanks
    Lorian
    • #4
    • 2nd Oct 17, 2:40 PM
    • #4
    • 2nd Oct 17, 2:40 PM
    Radio 4 news lunchtime said a number of customers have recently been successful in getting their banks to do charge-backs. There is apparently some twitter or facebook group called something like "via gogo victim" where there will no doubt be more information. I was only half listening
    • waamo
    • By waamo 2nd Oct 17, 8:08 PM
    • 3,230 Posts
    • 4,284 Thanks
    waamo
    • #5
    • 2nd Oct 17, 8:08 PM
    • #5
    • 2nd Oct 17, 8:08 PM
    Viagogo are ticket touts. I've never heard of a tout being sued, especially a Swiss tout.
    This space for hire.
    • KatherineCardill
    • By KatherineCardill 7th Oct 17, 9:15 PM
    • 8 Posts
    • 8 Thanks
    KatherineCardill
    • #6
    • 7th Oct 17, 9:15 PM
    • #6
    • 7th Oct 17, 9:15 PM
    OK so having received no reply by phone / email / writing (well we didn't expect to did we!), we're at Step 2: Formal warning of intent to sue.


    The letter went in the post today and I've given them 14 days to respond.


    For those of you who think there's no chance of success, fear not! Viagogo are subject to the same distance selling regulation as anyone else (see Consumer Contracts Regulation 2013). Match.com are based in Denmark and they're notorious, but I took them through the same process and they coughed up.


    So a little more optimism please ladies and gents. I'll keep you posted when it's time for Step 3!
    Last edited by KatherineCardill; 07-10-2017 at 9:49 PM.
    • waamo
    • By waamo 9th Oct 17, 4:00 PM
    • 3,230 Posts
    • 4,284 Thanks
    waamo
    • #7
    • 9th Oct 17, 4:00 PM
    • #7
    • 9th Oct 17, 4:00 PM
    Match.com have a UK address and physical presence which means you can use the UK court system.

    Viagogo has no UK address or physical presence making things a whole lot harder.
    This space for hire.
    • IAmWales
    • By IAmWales 9th Oct 17, 6:02 PM
    • 1,860 Posts
    • 3,925 Thanks
    IAmWales
    • #8
    • 9th Oct 17, 6:02 PM
    • #8
    • 9th Oct 17, 6:02 PM
    Have you even bothered to read the terms and conditions?

    This Agreement shall be governed by and interpreted in accordance with the Swiss laws. You consent to the exclusive personal jurisdiction and venue of Swiss courts. viagogo AG is registered in Switzerland, Company No. CH-270.3.014.628-0 with the registered address: Boulevard Georges Favon 43, 1204 Geneva, Switzerland
    Where are you going to sue them?
    • KatherineCardill
    • By KatherineCardill 28th Oct 17, 9:48 PM
    • 8 Posts
    • 8 Thanks
    KatherineCardill
    • #9
    • 28th Oct 17, 9:48 PM
    • #9
    • 28th Oct 17, 9:48 PM
    I repeat, a little optimism please. Some courtesy wouldn't go amiss Wales either.


    ViaGoGo are indeed Swiss. But VGL Services are not, and they're very keen to keep this cosy little relationship quiet. So Step 3, submit claim to Small Claims Court. Should have done it several days ago actually but the day job got in the way.


    Will let you know how I get on.
    Last edited by KatherineCardill; 28-10-2017 at 11:11 PM.
    • Ian.DR
    • By Ian.DR 30th Nov 17, 8:30 PM
    • 2 Posts
    • 0 Thanks
    Ian.DR
    Looking forward to hearing how it goes. My wife and myself have just fallen victim tonight. Maybe we should consider a class action against Google for enabling a criminal enterprise, as they seem the first ticket sale site that pops up on search.
    • PaulDale
    • By PaulDale 8th Dec 17, 10:30 PM
    • 2 Posts
    • 0 Thanks
    PaulDale
    Good for you Katherine! I saw your recent post on Facebook group Victims of Viagogo, saying the court entered the judgement in your favour.
    Hope you don't mind me asking, are you a solicitor? You seem to know your way around consumer law...
    • Zadzad
    • By Zadzad 16th Dec 17, 10:00 PM
    • 12 Posts
    • 2 Thanks
    Zadzad
    Can I use your letter, asked 5 times for a service address, found the secret VGL limited one.
    • daniellealicek
    • By daniellealicek 11th Mar 18, 8:25 PM
    • 1 Posts
    • 0 Thanks
    daniellealicek
    Hey Katherine, any luck with getting what you deserved from this scamming, sham of a company Viaogogo?
    • GPickering
    • By GPickering 29th Mar 18, 10:36 AM
    • 1 Posts
    • 0 Thanks
    GPickering
    Hi,

    We also bought tickets from viagogo for a kevin bridges show which will be on November this year. We ended up paying £364 for two tickets which had been put in our basket at a price of showing 62.00 each on the website. We didnt know until after entering the card details and confirming how much they had charged us for the tickets. We contacted our credit card company it wasn't until Viagogo responded to our claim that they showed us the break down of charges. Sadly our credit card company has advised we do not have enough evidence to proceed with the claim. I was advised by a friend that you can send a letter to ticket companies advising that you have spoken to the venue and that they will make the tickets void as they have been touted and therefore viagogo has to legally provide you with a refund. We do not have any seat numbers and haven't recieved our tickets yet as we have booked in advance as we believed the show was almost sold out, as that is what it was saying on viagogo when we booked. I just wondered if anyone had an example letter we could send so we know how to word it or if anyone has tried this method of recieving a refund and if you could explain the process to me. Kind regards, G Pickering
    • RickM
    • By RickM 30th Mar 18, 11:35 AM
    • 2 Posts
    • 0 Thanks
    RickM
    I have just fallen foul of a similar situation for Paul Weller tickets for a showing at Genting cancelled due to the snow recently. The evnt has been reschediuled to a date when I cannot go. Viaggo are saying that the event was 'postponed' and therefore no refuns due, but invite me to resell my tickets via their site if I cannot go (and presumably they would make a second lot of fees off that). I have pointed out to their customer services email address that the event was 'cancelled' according to the venue and artist etc on the day and I have copies of the social media announcements to that effect. No one other than Viagogo is saying it was 'postponed'. I'm not sure if the semantics do make a difference legally, but Viagogo seem to pains to use the word postponed. All the above points are useful, so I will check out the FB victims page and hunt down VGL, plus also talk to my bank about Credit Card payment and any protections that gives. Ideally I will of course find some friends who can have the tickets instead, but one thing for sure, I will never book tickets this way again! It is a scam with the fees tha they add on. It turned out I was paying double the face value and I feel mugged.
    • garymcgovern
    • By garymcgovern 29th Apr 18, 11:33 PM
    • 1 Posts
    • 0 Thanks
    garymcgovern
    I bought tickets for a sports event two weeks in advance. Two days before event, still no tickets. I called them and spoke to someone with poor English and very robotic answers to my questions. One day before event still no tickets. I emailed and called and was fobbed off. They told me the tickets were being supplied by a secondary ticketing website and I had to contact them. The whole process was painful!!! I got a link to download tickets two hours before the event which made it impossible to attend. Waste of time and money.
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