Wonderful Union Feedback/Wishlist

[CHIMMJFAN]

-Please start with respecting your customers and showing them the decency not to close their complaints as "solved" when clearly they are not.
-Answer your phones during your stated business hours or at least set up a voicemail system.
-Don't blame everything on the customers or browser errors when clearing it is the site's fault.
-Return emails and calls when you say you will instead of having the customer have to track you down through endless calls to try and remedy a situation.
-Don't offer up other presales that you have nothing to do with as a means to resolving someone's issue with WU.
-Just take some damn pride in CUSTOMER SERVICE!


CHIMMJFAN

[itrainmonkeys]

Wow. This is just ridiculous lol.  Sorry for all those who had issues (again).  Wish Roll Call could get it's crap together and provide us with a quality service.

[Bulldog]

To tag on to my rant in the other thread for the MPLS presale.

I am STILL not satisfied, so I tried calling Blunderful Union today over my lunch, guess what?

Yep.....on a Tuesday, middle of the day, what should be an off day for presales, I sat on hold for 10 min, got to the voice recording we all know and love and was told to "call back during normal business hours"....

All I want is an explanation

[Penny Lane]

Did anyone else receive emails from WU/Ground Control today? I got 2 saying they were addressing my complaint/ticket. I never opened a ticket, I'm not even in Roll Call. Totally baffled but am not shocked to see GC lives on! 



A message from Wonderful Union Fan Support
Welcome to Wonderful Union Fan Support

Please do not open a second request. Doing so may cause a delay in answering your question.
Welcome to ground(ctrl). Please follow the link below to choose a password, and we will log you in right away.
https://groundctrl.zendesk.com/verification/email/dYZZjQbVSpKOWJXgCO0fhzHzV/




followed by a second one:


A message from Wonderful Union Fan Support
Welcome to Wonderful Union Fan Support

Please do not open a second request. Doing so may cause a delay in answering your question.
Welcome to ground(ctrl). Please follow the link below to choose a password, and we will log you in right away.
https://groundctrl.zendesk.com/verification/email/dYZZjQbVSpKOWJXgCO0fhzHzV/


FAQ's, Toll Free Numbers, and Live Chat are available here: http://help.wonderfulunion.com/

[itrainmonkeys]

At this point we will be shocked when something actually goes smoothly.

[BigHerm]

Did anyone else receive emails from WU/Ground Control today? I got 2 saying they were addressing my complaint/ticket. I never opened a ticket, I'm not even in Roll Call. Totally baffled but am not shocked to see GC lives on! 



A message from Wonderful Union Fan Support
Welcome to Wonderful Union Fan Support

Please do not open a second request. Doing so may cause a delay in answering your question.
Welcome to ground(ctrl). Please follow the link below to choose a password, and we will log you in right away.
https://groundctrl.zendesk.com/verification/email/dYZZjQbVSpKOWJXgCO0fhzHzV/




followed by a second one:


A message from Wonderful Union Fan Support
Welcome to Wonderful Union Fan Support

Please do not open a second request. Doing so may cause a delay in answering your question.
Welcome to ground(ctrl). Please follow the link below to choose a password, and we will log you in right away.
https://groundctrl.zendesk.com/verification/email/dYZZjQbVSpKOWJXgCO0fhzHzV/


FAQ's, Toll Free Numbers, and Live Chat are available here: http://help.wonderfulunion.com/

Lol


Sent from my iPhone using Tapatalk

[walterfredo]

Same thing here penny lane. Comedy.

[subinai]

Maybe they opened a ticket because you aren't part of RC anymore and then immediately closed the ticket

[Bulldog]

Heres the message I have,

Hello,
We are sending you this quick message to let you know that your request (#237589) has been received and is being reviewed by our fan support staff. If you wrote in with general feedback, thank you! If you submitted a question, we will do our best to answer it within 24 hours of receiving it. In the mean time feel free to browse our FAQ's on help.wonderfulunion.com. Answers to our most common questions are available there for your convenience.
If your question is urgent, please don't hesitate to call us. Our staff can be reached at 844-963-7385 (1.844.WNDRFUL) on Monday-Friday between 7am-6pm PST.
Thanks for taking the time to write in to us and we look forward to assisting you shortly.
-Wonderful Union

As I stated earlier today, I tried calling there today as many others have and was greeting by the standard hold music and the infamous 10 min wait (yes I timed it) and a roll over to the response that I "must have called aftert normal business hours" and a hang up.

From that I am supposed to feel comfortable that they are now somehow magically going to turn this around and start answering their phone? Or that I will receive a detailed explanation within 24 hours as they state above?

[ericm]

I wish they'd change their policy of not allowing Roll Callers to transfer tix purchased through a Roll Call presale. It would be great if they allowed us to at least transfer the tix to another Roll Call member.

The tix would still have to be picked up at Will Call but if they couldn't make a show at least the original purchaser can sell or miracle the tix to another member, and the tix wouldn't go to waste.

[sb_gli]

Did anyone else receive emails from WU/Ground Control today? I got 2 saying they were addressing my complaint/ticket. I never opened a ticket, I'm not even in Roll Call. Totally baffled but am not shocked to see GC lives on! 

hilarious

[GO4IT]

I received a somewhat apologetic e-mail today that made it very clear Wonderful Union was just giving lip service and had no intention of trying to right any of their wrongs.  It's pointless to try and communicate with them.  They have no interest in helping.
I feel like a fool for signing up for the deluxe Roll Call package after all the repeated failures.

Fool me once, shame on you.

Fool me twice, shame on me.

Fool me as many times as Wonderful Union and, as much as it hurts to have to say this, shame on MMJ.

[millerjustin]

This thread is a great idea, thanks everyone for contributing. I hear you, I'll compile them, and I'll talk to my team about your suggestions.

hilarious!  they're going to talk guys!!

they dump my chats and close my "tickets" before a question/complaint is even articulated.  memberships are basically meaningless without true fan access and support, and the blatant money grabs push this from simple incompetence to actual mistreatment.

[byrdpickem]

Another gem:

The last roll call (the one that was supposed to last for 18 months that didn't come with 2015 merch of course) sent me a roll call poster that was significantly damaged.

I tried reaching out to them on several occaisions and could not get a response. By the time I finally got ahold of them they informed me that I exceeded the 30 day (or something) deadline for returns, and was shit out of luck.

One guy suggested I file a claim with my postal service. Not their fault. You can't make this shit up.

So what did I do? I re-upped fo this stupid deluxe roll call, knowing the service is a complete trainwreck - hoping, praying, it would get better, all to put myself in the best position for tickets, merch, early entry, etc.

So here I am with an 18 month package + new 12 month package (purchased mainly out of fear) just to cover all scenarios, because nothing surprises me anymore. I'm scared to death about early entry; we've all seen this movie before. I'm going to bring both laminates. I know a guy who ended up with better tickets than I did through a radio presale not tied to the fanclub at all. Awesome. And I know several who bought the Digital membership and they were sold out before their presale even started. Hell, at least reimburse them.

Sometimes I wonder if we would be better off with a presale password website membership and checking ebay for the merch we would be missing out on - at least the ebay sellers are required to respond to a complaint in a timely manner. No headaches and you might just score some tickets!

Maybe some of these issues have been resolved - maybe not. However, the fact that they ever occured is totally unacceptable.

[MACKEL]

I wish they'd change their policy of not allowing Roll Callers to transfer tix purchased through a Roll Call presale. It would be great if they allowed us to at least transfer the tix to another Roll Call member.

The tix would still have to be picked up at Will Call but if they couldn't make a show at least the original purchaser can sell or miracle the tix to another member, and the tix wouldn't go to waste.

This really needs to happen. The biggest problem is that no tickets should go to waste. And there's no reason someone should lose money if they can't make it to a venue to pickup will call only tickets.

[ericm]

I wish they'd change their policy of not allowing Roll Callers to transfer tix purchased through a Roll Call presale. It would be great if they allowed us to at least transfer the tix to another Roll Call member.

The tix would still have to be picked up at Will Call but if they couldn't make a show at least the original purchaser can sell or miracle the tix to another member, and the tix wouldn't go to waste.

This really needs to happen. The biggest problem is that no tickets should go to waste. And there's no reason someone should lose money if they can't make it to a venue to pickup will call only tickets.

I'd imagine the two main reasons why they do it the way they do is they want the tix to go to Roll Call members, and the other is to eliminate scalpers getting ahold of them.

Allowing the transfer to another Roll Call member would take care of the first reason,imo. The other is really dependent on each venue's policy of when you can pick up your tickets. I've picked up my tix at some venues early in the day, and had all day to sell them if I wanted. It would be very easy to line up a sale at whatever the price. Just picking up the tix at Will Call does nothing to stop a potential scalping,IMO. If scalping is really a concern they could work it out with each venue where you were required to get your tix, and immediately enter the venue. I've had to do that at shows for Bruce, the Allmans, the Stones, and a couple of others. I've got NO problem with having to do that.

Just let us transfer the tix to another RC member so they don't go to waste. If they find out a RC member is scalping and they want to suspend their membership, or not allow them to buy RC tix in the future, that's fine by me too. We're just trying to not take a loss when something comes up, and want to keep the tix in the RC family, and have someone enjoy the show.  Hell, I was willing to give my tix away but they wouldn't allow anyone else to pick them up. Makes no sense to me.

[refundpolicy]

as much as it hurts to have to say this, shame on MMJ.

That's the sad part...I didn't know MMJ had become Kings of Leon or Nickelback--corporate rock bands so big they can screw over 15-20 loyal fans in each city and it won't make a difference for their bottom line.

[Bulldog]

Another note worth mentioning,

For an ever so brief moment I thought all the bitching had stirred some action. I, like "some" others got a note from Blunderful Union saying they had opened a ticket on my behalf. It went on the say they would do their best to respond within 24 hours. I understand a personal response is out of the question given the number of tickets, but I would have expected some sort of update in here mentioning they are still working on it and acknowledging its still an open issue.

I got nothing.....

Moreover, as we all know theres another presale for the MPLS tickets tomorrow, I would have expected if they were going to tag onto someone else s sale and msg us that this is happening they would at least include the password or tell us where to locate it.

The frustration mounts.....

[byrdpickem]

as much as it hurts to have to say this, shame on MMJ.

That's the sad part...I didn't know MMJ had become Kings of Leon or Nickelback--corporate rock bands so big they can screw over 15-20 loyal fans in each city and it won't make a difference for their bottom line.

I'm not ready to go that far just yet. These guys have proved time and time again that they are far more intimate with their fans than most bands that hit their level. This is a huge issue, but one I think they will eventually fix. It just shouldn't have taken this long, but who knows how much of this is within their realm of control.

[Bulldog]

48 hours and STILL waiting for some sort of a response on the tickets opened.....