Wonderful Union Feedback/Wishlist

MusiKel Mama · Mar 13, 2015, 04:41 PM

Quote from: johnnYYac on Mar 13, 2015, 04:35 PM
I'm available...

If you are Merlin, I will be in your roundtable any day.

Fully · Mar 13, 2015, 04:47 PM

I don't remember the name of the company that ran roll call before ground control did. What I do remember is that there were plenty of problems with them as well. I remember lots of problems with people not having their ticket at will call. I don't know if this is simply a case of let's get the money out of them and then not provide the service or if there is so little money to be made that they can't make a profit if they run their business correctly.

The number one thing besides ticket pre-sales and providing information about the upcoming ticket pre-sales in a timely manner that any company could do is make sure that there is someone on the tour whose job it is to take care of early entry, make sure the staff at the venue know about it, and make sure that the members know where they are supposed to go so they can get it. That's the biggest perk of being in this "fan club". If there is a ga pit, we want to get in there and get good spots. Nobody really cares about another tshirt or another poster that isn't from a show, but we really want the ticket pre-sales to work correctly, and we really want the early entry to go smoothly. Having to teach the staff at each event how roll call early entry works gets tiresome and it shouldn't be our job to do it unless someone wants to hire one of us at each show to do it.

johnnYYac · Mar 13, 2015, 04:55 PM

I don't recall an active fan club from when I first learned of MMJ in May '08 to when Roll Call was created.

Woldie · Mar 13, 2015, 05:05 PM

I'd be curious to hear/read the thoughts of Roll Callers who are also members of Ten Club. Its mission statement aligns nicely with what MMJ fans seem to want.

buymycar · Mar 13, 2015, 06:44 PM

Quote from: Woldie on Mar 13, 2015, 05:05 PM
I'd be curious to hear/read the thoughts of Roll Callers who are also members of Ten Club. Its mission statement aligns nicely with what MMJ fans seem to want.

Ten Club has gone lottery only now, avoiding many of the problems WU is going through. There seems to be less complaining come ticket time about ordering problems. But there's still complaining when people get shut out because it's behind the scenes now, leading some to believe they manipulate the ticket process. That's the problem when you take control away from people. I'm not sure if that's any better or worse.

LB · Mar 13, 2015, 07:16 PM

Definitely the laminate issue....if they could have just mailed the Bonus roll call members a new one, that would have been great

WonderfulUnion · Mar 13, 2015, 08:02 PM

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.

bschulze1726 · Mar 13, 2015, 10:06 PM

Im not sure if this was a common issue or not, but when I went
to check out, the only option I had was with PayPal. Fortunately,
I have a paypal and was able to secure tickets. I called ground control
and the guy I spoke with said i had to click up on billing to have other
payment options. I would have had no idea how to find that.

So my recommendation would be to have all payment options in a
visible location as you are prepared to check-out.

Crispy · Mar 13, 2015, 11:05 PM

Please inform us of exactly which types of tickets will be sold in presales before they happen. So many of us operated under the assumption that 3-day pit passes would be available for Chicago, only to find no such option was available. Granted, we assumed and that was our error, but it would have been very helpful to know in advance.

ALady · Mar 14, 2015, 11:28 AM

I don't think Ten Club is much better. Christmas single, anyone?

Woldie · Mar 23, 2015, 02:31 PM

Perhaps a lottery system for presales, instead of Digital vs Deluxe access? The system currently being used can't handle the load, and, even if it could, I suspect that Roll Call demand is much larger than presale supply.

nareichert · Mar 23, 2015, 02:49 PM

I became a VIP Roll Call member because I thought that great seats to one of MMJ's concerts this summer in Minneapolis would be the perfect anniversary gift. MMJ has long been one of our favorite bands and I thought the $60 VIP Roll Call package was a little expensive but would be well worth it.

This morning I had 4 incredible seats in my cart and was in the process of checking out when the site crashed. This was not a issue on my end because all other sites were up and working as normal. I could not have been more disappointed when I finally got back into the site 7 minutes later and the seats were no longer available. It had even told me the seats would be reserved for 12 minutes during check out.

I tried to contact support at Beautiful Union and they gave me a very disappointing response of basically" you should use Chrome and better luck next time"... is this really the level of customer support you give to your biggest fans?

I hope that MMJ has enough respect for all of their fans and especially those excited and willing enough to become members of their Roll Call to rectify this situation. This has left a sour taste in my mouth on top of the fact that I paid $60 and do not have those great seats I was so excited about.

Let me know if there is anyone else I should be contacting because I'm gutted by this situation.

sb_gli · Mar 23, 2015, 02:51 PM

add this item to the wishlist

-system that does not crash under "heavy load" when you have good tickets in your basket. Had row E center stage tickets, clicked purchase and got a server error. I lost row "E" tickets and ended up with significantly worse tickets.

stevenikks · Mar 23, 2015, 03:05 PM

wishlist: a site that actually works.

I wasn't even able to get the page to load starting at 9:55am, I was getting a "website not found error." And no it was not my connection - all other sites were working fine for me. And yes, I tried from Chrome/firefox on both Mac and Windows, and could not get the site to load, so it's not a "wrong browser" issue. I had to VPN into my work computer to actually get to the website, but by that time I was already a minute late. How many users do you expect to have that type of backup available when for whatever reason the site is refusing connections from certain locations? I miraculously ended up with decent seats for Friday's show, but had no chance for Saturday.

Also, it's pretty ridiculous that WU can't even tell us whether or not we can checkout with tickets for 2 different nights in the same cart. Last I saw, someone posted they chatted with support and were told it "should work" but it is recommended to only try for one show at a time. The lack of knowledge/confidence in your own system says a lot.

refundpolicy · Mar 23, 2015, 05:25 PM

Wishlist:
1. That My Morning Jacket actually does care about their fans, the problems experienced today are resolved with actual tickets being sold to those who paid for Roll Call and, through no fault of their own, were not able to purchase the presale tickets Roll Call membership advertised.
2. That if Wonderful Union continues to refuse to take any responsibility for their ineffective service, My Morning Jacket severs ties with the company and other bands/musicians follow suit.

Bulldog · Mar 23, 2015, 05:54 PM

Todays situation is pathetic and totally unacceptable.

I wouldnt feel so burned were it not for the issues we all saw over the last presale several weeks ago and the assurances that these issues were resolved. NOTHING has been resolved, this sale was for what, 2-3 shows? And the site crashes??? To think in this day and age that a customer service rep would actually recommend after the fact that Chrome be used is appalling.

My browser of choice is indeed Chrome (for better or worse), but unfortunately my work laptop has IE (yes the latest version) and while I'm not a fan, the idea that any sight wouldnt recommend using for normal e-commerce is beyond embarrassing. "Maybe" some totally of brand, but IE??? REALLY????

I to signed up for presale specifically for the sole purpose of being able to "take advantage" of my love for the band by joining like minded people in getting better seats and prefered access (at a price) and I gladly paid it thinking it was money well spent. What a waste, as I stated in another thread, never in my wildest dreams did I think a day would come when I would look forward to using Ticket Master, I cannot stand them, but at least when I get gouged by them for fees I actually get tickets.

refundpolicy · Mar 23, 2015, 06:09 PM

Quote from: Bulldog on Mar 23, 2015, 05:54 PM
Todays situation is pathetic and totally unacceptable.

I wouldnt feel so burned were it not for the issues we all saw over the last presale several weeks ago and the assurances that these issues were resolved. NOTHING has been resolved, this sale was for what, 2-3 shows? And the site crashes??? To think in this day and age that a customer service rep would actually recommend after the fact that Chrome be used is appalling.

My browser of choice is indeed Chrome (for better or worse), but unfortunately my work laptop has IE (yes the latest version) and while I'm not a fan, the idea that any sight wouldnt recommend using for normal e-commerce is beyond embarrassing. "Maybe" some totally of brand, but IE??? REALLY????

I to signed up for presale specifically for the sole purpose of being able to "take advantage" of my love for the band by joining like minded people in getting better seats and prefered access (at a price) and I gladly paid it thinking it was money well spent. What a waste, as I stated in another thread, never in my wildest dreams did I think a day would come when I would look forward to using Ticket Master, I cannot stand them, but at least when I get gouged by them for fees I actually get tickets.

Also, if browser choice/version were so important why was it not listed in the presale FAQ's?

ericm · Mar 23, 2015, 06:15 PM

Quote from: refundpolicy on Mar 23, 2015, 06:09 PM
Quote from: Bulldog on Mar 23, 2015, 05:54 PM
Todays situation is pathetic and totally unacceptable.

I wouldnt feel so burned were it not for the issues we all saw over the last presale several weeks ago and the assurances that these issues were resolved. NOTHING has been resolved, this sale was for what, 2-3 shows? And the site crashes??? To think in this day and age that a customer service rep would actually recommend after the fact that Chrome be used is appalling.

My browser of choice is indeed Chrome (for better or worse), but unfortunately my work laptop has IE (yes the latest version) and while I'm not a fan, the idea that any sight wouldnt recommend using for normal e-commerce is beyond embarrassing. "Maybe" some totally of brand, but IE??? REALLY????

I to signed up for presale specifically for the sole purpose of being able to "take advantage" of my love for the band by joining like minded people in getting better seats and prefered access (at a price) and I gladly paid it thinking it was money well spent. What a waste, as I stated in another thread, never in my wildest dreams did I think a day would come when I would look forward to using Ticket Master, I cannot stand them, but at least when I get gouged by them for fees I actually get tickets.

Also, if browser choice/version were so important why was it not listed in the presale FAQ's?

I was also told by them to not use a mobile device for their presales. WTF? I have used TM, and LN mobile apps, and their normal sites, and never had a problem. Why wouldn't WU's system be compatable with a mobile device?

refundpolicy · Mar 23, 2015, 06:51 PM

Quote from: ericm on Mar 23, 2015, 06:15 PM
Quote from: refundpolicy on Mar 23, 2015, 06:09 PM

Also, if browser choice/version were so important why was it not listed in the presale FAQ's?

I was also told by them to not use a mobile device for their presales. WTF? I have used TM, and LN mobile apps, and their normal sites, and never had a problem. Why wouldn't WU's system be compatable with a mobile device?

Yeah, this entire issue feels like I'm dealing with my cable company or the IRS, not my favorite band. Who blames the customer after the fact for doing something they were not warned against doing beforehand?

nareichert · Mar 23, 2015, 08:15 PM

Thought this was the icing on the cake today... I opened a ticket and they closed it marking it "solved" without any form of a response. This is worse than the cable company.