Are You Gaslighting Your Customers?

I did something dumb but in the process of rectifying my error, I also learned that some companies are still doing something equally dumb, which is treating their customers as adversaries. Let me explain.

I bought tickets to a concert. As a part of the purchase, I was given the option to download the band’s latest album. As an aside, I’m finding this offer with quite a few of the bands I go to see, and it reinforces the notion in my mind that recorded music is a tiny part of the music business equation these days. The real money is in touring, and giving away an album helps increase the value of a ticket. Who knows – maybe it even gets some folks who might not otherwise go to a show to get out for an evening. What is the incremental cost of a digital download? Next to nothing, but the value is high to a fan.

It was with that digital download that I had my issue. I received an email from Ticketmaster, through whom I had bought the tickets, telling me to click on a link to start the download. It began without issue, but my computer locked up about halfway through the process. I rebooted and tried to restart the download to no avail. The link is single use and I had already clicked on it. The page said that if I’d had a problem to reach out via online help.

I connected to online chat. after a 17 minute wait (during which time they did show me what number I was in the queue), on came “Luis”, my customer service rep. I explained the situation and he went to verify my order, which he was able to do.

I do not show that this artist is part of our Album offer, did you get that email from Ticketmaster?

I cut and pasted the email copy. He asked for the domain that sent it, which I gave him. Here is where the real problem begins.

We have verified the email you have received and unfortunately it is not the same as ours.

Uh yeah, Luis, it is. You’re Ticketmaster and it came from a Ticketmaster domain. But it gets worse.

I do apologize for the inconvenience but unfortunately Ticketmaster does not offer the album.

OK, now I’m angry. I feel as if I’m being gaslighted. They sent me an email about the download and it was in the confirmation email for my order, they gave me a link, the download got halfway through, the artist’s website says they’re giving away a download with each ticket order, and yet the person they have “helping” me is telling me that none of that came from them and there is no offer to begin with.

Here is the end of the discussion which followed my asking him exactly those questions. The time code, by the way, is the duration of the conversation, so we’re over a half hour of my time to clear this up:

00:32:12 Luis: Someone else may have gotten hold of your email address, and sent you the made up information.

00:33:31 KeithR : So let’s see – they know I bought tickets last night and they built links into Ticketmaster for a unique download code which now won’t redeem a second time?

00:33:36 KeithR : Is that your theory?

00:34:51 Luis : I do apologize for the inconvenience but unfortunately the email that was sent to you is not the same domain that is sent by Ticketmaster, unfortunately, since this artist is not part of the album offer shown on our end nor the artist page, we would not be able to further assist you.

Implied next sentence, don’t let the door hit you in the ass as you go away. I use Ticketmaster/Live Nation a lot. I think even they would admit that they are not a beloved entity, mostly because of the multiple and high service fees (most of which are NOT imposed by them!). Any company needs to sit on the same side of the table as its customers, helping them to resolve the problem and not sitting in the adversarial position Luis staked out for himself. By the way, I called Ticketmaster and within minutes had a customer service agent who did just that, aligning herself with my needs and sending an email to a supervisor to get my problem resolved.

I suspect I just got a badly trained or unmotivated agent the first time. I’d be curious if they’re Ticketmaster employees or an outside firm that’s paid on some basis (time on phone/chat, number of calls fielded) rather than on that aligns with customers (cases successfully resolved for the customer). Customers may not have a choice when it comes to buying tickets but they probably do when they’re interacting with your business. How are you treating them?

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Filed under Helpful Hints, Huh?, Music

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