Hi guys! I've just spent an impossible 2 weeks trying to deal with those guys and I am trying to find a way to escalate the situation because it's plain unacceptable.
I have tried to buy resale tickets for a hockey game that was the following week and got an error message. When I contacted fan support they told me to wait as the issue would be escalated but by the morning of the game no one had contacted me. When I call them I'm told the issue has been solved and that I should try again. I attempt again and the issue is not solved. I call again and get someone who has to be either AI or dead inside as she refuses any conversation and simply tell me to wait until I get contacted again as they have to create a second ticket and escalate it. She straights up tell me TM doesn't have a legal service and that she doesn't have a supervisor. I reach out to them on X where they tell me TM has contacted me and has yet to hear from me, but when I show them my call history to show I haven't been contacted, they stop replying to me.
We miss the game but we still want to make sure the issue is fixed for any future events. I call again after the event, mention that I missed the event, no one contacted me and that the money from my attempts is still being held even though it's supposed to be relasedafter 24hrs when the payment doesn't go through. The lady blames my bank and interrupts me to repeat the same sentence over and over again. I call a second time and this time the person pretends not to hear me. I call a third time and the person hangs up on me after repeating that they don't have a supervisor over and over again when I ask to talk to one.
I follow up a couple days later and am told that the issue was already fixed when I'd called the previous time. When I ask about compensation for a) missing the event b) not being contacted c) the overall insulting customer service, I am finally transferred to someone who offers a $25 gift card as an apology. I tell her that this amount is insulting coming from a billion dollar company and that $25 barely covers the booking fees most of the time these days.
Her supervisor calls me and tells me the blame is on my bank. When I tell him that my issue is not with the technical error (happens!) but with TM Fan Support not honoring their commitment to get back to me before the event or at all and the constant dehumanizing behavior of TM Fan Support, he does like everyone else and starts repeating that the technical issue was my bank's fault and that I am in the wrong for not contacting my bank. After the 17th (my partner counted!) time of me reminding him that I'm trying to chat about customer service, he hangs up on me.
I have tried calling again but I am on hold indefinitely and my online filing also doesn't get treated so I am to assume I am some sort of blacklisted from Fan Support.
Sorry about the long account! here are my questions:
- Has anyone tried to file a formal complaint about Fan Support's behavior and if yes how did you do it?
- For others who have been blacklisted from FanSupport, what happens if you do have an issue with a future ticket? Also, were you still able to buy tickets?
- For people working for Fan Support, how badly is your moral affected by these company guidelines? I can't imagine the impact of always having to repeat yourselves and ignore the other person on the phone.
- For my fellow NHL fans, I usually go to 10ish games a year, do you know if I could contact the team to find a way to get the tickets directly from them without having to deal with TM?