I’ve heard back from a senior supervisor of executive customer care at StubHub. Those who stop by frequently might remember we had three spring training tickets stolen a week before we left town.
And now, two months after we began e-mailing and calling StubHub to try and replace the stolen tickets before we got to Florida, this comment was made to my March 14th post about getting into the ballgame, with no help from StubHub:
My name is Jennifer Norberg and I’m the Sr. Supervisor of StubHub Executive Customer Care. I read this post and would like to sincerely apologize for your StubHub experience.
As StubHub is a secondary ticket marketplace, we are not a ticket seller and therefore we hold no ticket inventory of our own. We instruct our buyers to treat their tickets as if they are cash and keep them in a safe, secure place until they’re ready to use them. In the situation that tickets are lost, damaged, or stolen, we’ll do our best to try and obtain reprints from the ticket seller. That said however, the seller may not be able to obtain reprints and is under no obligation to do so. Unfortunately most tickets are irreplaceable and for that reason, we cannot guarantee reprints.
For more information, you are welcome to review our Buyer Q & A:
I regret that we were not able to resolve your situation as we would have liked. Our goal is to get our customers to their events and we never want a customer to go away empty handed. If you are interested in discussing this, I’d like the opportunity to address any questions or concerns you may have had regarding StubHub and our policies. I’d also like the opportunity to try and turn this situation around if at all possible. I can be reached via email at …
Two months later, what to say? First, thanks for the apology, I guess. It grates a little bit to be lectured on keeping the tickets safe – we’d had them shipped to my wife’s office to be safe. But at some point they need to be transported, right?
After all, had we left them locked safely in a drawer at work they would have been of little use once we got to Florida. It wasn’t like she left her backpack out on the street – on March 5th, as she went quickly in and out of day care in about two minutes’ time, the window of our car was smashed and her pack was grabbed by a guy who jumped into a car and drove off, for chrissake. (It was caught on security camera, which was offered to the Oakland police, but as their officers have been getting shot lately, our backpack wasn’t exactly a high priority.)
After that, my wife went into overdrive. As well as personal stuff (such as a $180 jacket) she lost her wallet, with drivers’ license, cash, her checkbook, her cell phone, and the tickets.
While both doing our jobs, and with everything we had going on getting ready to get out of town, we both hit the phones and ran around like crazy to get it all fixed. She was especially stressed, trying to pull it all together, in part because she knew I was a bit freaked thinking that thieves now had our address and tickets that indicated we were leaving town. Suddenly, leaving the place empty for nine days didn’t seem like such a hot idea to me, as it might be far emptier when we got back, yeah?
But you know what? Some companies were great.
For instance, I called the credit card company, and they shipped replacement cards to us. Express. At no cost to us. We had them the next day.
Her cell phone company shipped her a replacement cell phone, too. Our insurer sent a truck the same day to replace the broken rear window of our car.
The bank was great about shutting things down, and even the Department of Motor Vehicles was helpful in getting a new driver’s license. Remember, you need photo ID to get on a plane. So she got a temporary license and was able to use an expired drivers license with a photo and explain about the stolen ID. It took a little longer, but on march 11th, we made our flights.
Now consider what happened with StubHub. Between us, in the 6 days between March 5th and 11th, my wife and I spent several hours on the phone and emailing them. We spent more time with them than we did with everyone else combined. They eventually got the tickets to the ballpark for the Yankees game on March 15th, but I had to go empty-handed to the Pirates game on March 12th.
The call center reps answering their phones were of little help. They have canned answers, and their response was essentially reactive, rather than proactive.
If they are going to broker tickets for ball clubs, couldn’t they have an expeditor for situations such as this to proactively contact the clubs and say “this guy’s ticket was stolen, we know his section, row, and seat number, please help him out when he gets there?”
Instead, I showed up with a fistful of email printouts, and it was only the kindness of the Pittsburgh Pirates’ ticket manager (who complained about StubHub) that got me in the game. I’d bought a great seat, behind the visiting team dugout (as a Twins’ fan) and instead I was sitting a couple sections farther out and back from the field – but I was just happy to be there.
Still, I paid extra for that great ticket by the dugout, so I could be close to the Twins. I think the face value was around $30, plus the StubHub fee, plus the shipping expense – it was somewhere between $40 and $50, if memory serves. So what did I get for the extra I paid, on top of the ticket price?
Considering how much help those other companies gave us, would it be possible for StubHub to maybe have placed a call on my behalf? A little proactivity would have been great.