3/11/16 11:30PM EST While it's not a perfect world, I have recieved my refund and not just for the VIP package but the entire purchase including the proccessing fee of $2.75. It has also been confirmed that the culprit for the occurence of my evening was indeed Visulite Theatre - tis, tis.
I greatly appreciate the customer service, response, and sencerity of Future Beat's communication. I honestly feel like I've been heard and not just heard, but understood. Well at least from them, A Great Big World is another story.
I don't think they read my post. It's either that or they don't care enough to concern themselves with the details. Instead they offer, publicly, a way of escape in that of an excuse, which results in me being the one at fault. And I see that they learned from and used my incident to cover their arses going forward.
For a group to be so creative in the studio, outside it they seem to be as fish on dry land. While both the theatre and the VIP company responsible for the mishap have made good by doing their part to ensure that I am satisfied, A Great Big World has not. Oh course I forgive them, however I'm not sure I wil be able to respect them, you know, again. I would have been very pleased with their commitment to making me feel as if my support mattered and they were indeed sorry the incident occured in any of the following forms:
• Downloading a picture of me and taking a picture with the downloaded image
• Printing/writing my name on a sheet of paper and taking a picture with the printed/written
sheet of paper
“...they're the reason I'm able to do what I love and have the support I have.”
As a performer myself, I understand and have a preshow routine. But if there was someone that was unfortunate to attend a meet and greet, on account of no fault of their own, and I found out there would be no question as to if I would accomodate that indivisual because they're the reason I'm able to do what I love and have the support I have. Even if it meant intrrupting my routine. My situation isn't a regular occurence or at least I would hope not, and that's what makes it that much more disappointing for me as the fan. I just hope they're a better example to someone else then they were to me.
About the Author
I am not a concert goer or a VIP package purchaser for that matter and A Great Big World’s Kaleidoscope Tour would have been the second concert of any artist that I would have attended; Janet Jackson being the first. I found encouragement in their words and happiness in their music, but that was until last night, March 9, 2016, during their Charlotte stop on their Kaleidoscope tour. Now if I hear their music I'll just only think of what could have, should have been. It's like bad blood, much like a good relationship gone bad; I feel like Taylor Swift.
I arrived at the Visulite Theatre in Charlotte at 7:20PM, after traveling two hours from Orangeburg, SC. Per the Visulite Theatre’s website, doors open at 7PM. With no additional information posted on their website regarding VIP and the time it begins, I concluded that it must be prior to their opening act performance at 8PM and/or may not continue through the opening act's performance depending on how many VIP tickets were purchased. Backstory on the ticket purchase:I purchased my tickets on Monday, March 7, 2016, at 3:51PM - two days before the concert on March 9, 2016.
So I enter the theatre to begin what I thought was going to be an exceptional night and I give my name to the door attendee. The time now is 7:26PM, give or take, and she relays to me that I just missed the VIP as it occurred at 6PM. I rebuttal with, “the website made no mention of what time VIP started.” She responds, “you were supposed to receive an email from the VIP manager with the details”. Side note:I received no additional email from no one. Only email I received was to thank me for my purchase and that was from email@example.com. She then goes on to say, “you may still be able to receive the VIP package items if you go around the corner to the table that is setup on the right”. I make my way to the table, disappointed and upset all at once, and I give the young girl my name. You can imagine my lack of surprise when she can’t locate my name on the VIP list. She then goes back to the front door to verify my status as a VIP ticket holder and returns mumbling, “this is so frustrating, they were supposed to update my list and didn’t”. She hands me the VIP package material and I proceed inside the theatre all while thinking there must be something else that may be done. After all, this was not my fault, I’m the victim here.
“Had the situation worked as should I would have gotten my picture, enjoyed their acoustic set, and have the option to leave the concert early to make it home before 1AM…”
After a couple of minutes I return to the front desk and ask is there someone else I may speak with. The attendee shares with me that she is the one that I need to speak with and proceeds to enlighten me on their less than stellar process. “When VIP tickets are purchased we create a list of those purchasers and send that list to the VIP manager.” “So what you’re telling me”, I said, “is that you prematurely sent out the VIP list two or more days before the event is even scheduled to begin? Don’t you think there’s something wrong with that process? If a person buys tickets on Tuesday night or Wednesday morning I don’t see why you wouldn’t be able to forward that information to whomever necessary in ample time for them to get what needs to be done completed before the VIP event begins, after all it is their job and that’s what their being paid for.” She then responds, “our website is supposed to not allow the purchase of tickets after a certain time; we don’t usually do VIP events”. Side note:“You don’t usually do VIP events”?!?!? That should have been my red flag! “You mean to tell me”, I said, “that Monday is a late purchase time? Two days before the event is scheduled to begin?” She then proceeds to supply some type of customer service and offers to text the tour manager to see what may be done after I expressed exact interest in only wanting to have my picture taken with the band because as of now all I have is this for $60:
It's a tote bag, autographed tour poster, and VIP laminate.
It is now somewhere around 7:30PM and I wait patiently for at least 15 minutes while she and I both await a response from the tour manager all while she is still stamping and highlighiting incoming guests. Once she receives the response she relays that, “the tour manager says they are relaxing right now, but may be able to take a picture with you after the show”. I’ve traveled two hours from Orangeburg after work to see a band that I cared enough to come see and they can’t spare 5-7 minutes to take a picture after I was "forced" to miss the VIP meet and greet? At this point I’ve now added regretful to the list of feelings that I have because I’ve wasted my time and money for something as unprofessional and unorganized as this. Side note:Blue Man Group is playing in Columbia, SC on Friday, March 11, 2016 – a whole lot closer and $70. You can see where I’m going with this.
I re-enter the theatre out of frustration and decided to share snippets of my thoughts as they were:
I was in turn greeted by the following responses:
There are a number of issues I have with the responses I received- I’ll start with the first. To the AGBW Street Team, if I had not received the information that I was supposed to have received how would I have known who to complain to? And you’re wrong. All of this is related to Ian and Chad (A Great Big World). If you’re going to contract or hire a team to perform a specific task or tasks for your business, because after all this is what it is, or hire a manager to do these tasks for you, there should be a level of understanding and expectations set in place by you the talent and CEO of your business, not to mention a track record on the hired team's previous success and failures. This is bad for business and the band as a whole. All of these teams and people you and/or your manager have agreed to work with represent A Great Big World directly or indirectly. It's not any different than a company who hires employees whom then becomes the representation of that company they're employed by. As for Cyndi Lynott, clearly I didn’t receive the contact that you speak of so why reiterate that I should have- news flash: it didn’t happen. That much has been understood, that's why this situation exists. It's the result of someone or a group of people’s actions or lack thereof. And this DM thing, you do understand that you must follow me before I can DM you? Should I say this may be the root of the mishap, the lack of understanding of how things work? As for A Great Big World, I’m not sure how to feel in that you spent time to respond and type 140 characters rather than come down from your tour bus for 5 minutes. If it was me I would have chosen the latter in attempt to salvage a fan who has clearly been “left out of A Great Big World”.
“Lets just say it wasn't that great or big last night.”
Six minutes after eight I left the venue and returned home. I refused to prolong what became an uneventful night so that you ( A Great Big World) could be convenienced when I’m the one that was inconvenienced by the lack of communication from your hired/contracted team that helped put your VIP event together. I work a full time job and have to be to work in the morning, not to mention dance rehearsal thereafter for an upcoming musical theatre production that I’m in, so I could have used this night to rest, but chose to support one of the few bands that I find solace in. Did I mention I drove two hours to meet/see your band perform?!? I’m sure you’re thinking that I could have just stayed to the concert and meet them afterwards. You’re right, but why should I have to when the whole situation at hand was not of my own control, but resulted in the venue’s and/or “VIP company’s” lack of finesse? Had the situation worked as should I would have gotten my picture, enjoyed their acoustic set, and have the option to leave the concert early to make it home before 1AM with a memory of an intimate experience and feeling like I am in a great big world and not standing remotely outside of it. I can assure you that this won’t happen again for any band or artist.
In a perfect world, a refund of my VIP package payment, which is $60 minus the $20 ticket price for the actual performance, which they can keep, would be the first and correct action. Followed by a good gesture, which is to reach out to me and make this whole situation that much less tragic. This entire experience proved to be unprofessional, unorganized and a disappointment to say the least for all parties involved. Let's just say that it wasn't that great or big last night. I’m just happy I didn’t plan to travel to Atlanta on March 12 to waste eight hours instead of the four I did roundtrip on last night. All in all I’m glad you had a great show and I wish you the best, but I won’t be attempting to attend any of your future performances.
Take away(s): If you’re planning to see A Great Big World wherever they may be, please be advised that you may experience VIP issues depending upon when you purchased your VIP package and apparently that is more than two days in advanced from the scheduled event. If you don’t then let me know. It just means that Visulite Theatre is incompetent at handling these type of clearances. Good luck!
I'm busy working on my blog posts. Watch this space!