Have you ever checked out Ticketmaster USA’s Facebook page? It currently has over 64,000 likes, and it seems like 63,900 or so of those people just signed on to tear them a new one. In their case the “Like” button seems like an irony of epic proportions.
A sampling of some of the choicer words from Ticketmaster’s customers is enough to make me feel truly sympathetic toward the community moderator who has to read through them every day.
Complaints span the gamut from customer service:
Dear ticketmaster please find a way to get extra phone lines as I have been trying for two days at your customer service center and it is always busy. You sent me the wrong ticket and only one at that, answer your phone!
To convenience fees:
Under $25 my ass. You bastards pack on the fees like mad, and act like you’re doing us a favor. I just paid over $70 for two $22.50 tickets. That’s complete BS.
To whatever this is:
to the scumbag deleting all the true comments. i hope you die of cancer tonight. you and your chlamydia rotten wife. your mom still has nightmares about how you survived the abortion. you truly are her biggest life regret, and now you are silencing the truth here on the ticketfascists wall
As an occasional hostage customer of Ticketmaster, part of me loves to see the unbridled voice of the internet taking them to task on their own turf. As a marketer, I can’t help but wonder why they stay.
So far, Ticketmaster’s response has been to remain silent to the criticism and continue broadcasting deal information and concert announcements through the channel. I think this really says something about the power of Facebook as a marketing tool because if Ticketmaster wasn’t seeing some sort of benefit to the bottom line from being there, I can’t imagine this experiment would continue much longer.
In a way, it’s a brave move to accept that your customers hate you and carry on regardless. Not a lot of companies would have the sangfroid to look their customers in the eye and say “We hear you, we just don’t care.”
*Photo credit: Switched.com
-
derek-watson liked this
-
lindsayrenwick posted this
