| Dear David,
Thanks for your reply, which finally something concrete comes from your side, not too little perhaps but certainly too late.
Well since you are the "head of cusotmer service" of the "paris head office", and seemingly you understand English, let me also take this opportunity to make a complain.
Your confirmation when I purchased that ticket said clearly there will be another confirmation when tickets are shipped "soon", so I expected this email will come soon enough before I made my travel plan. Nothing happen. I wait until August to receive a official, yet very vauge e-mail saying the ticket will come early September. Your email should have reached me and in fact everyone who has booked the ticket at that time.
As the unprofessionalism I mentioned in the email to Aska, let me elaborate how unprofessional your subordinates are. Firstly, they don't even distinguish "c.c." and "b.c.c.", which divulge my email address and name to other people. In my country this is totally impropor and illegal, and I don't know what the case is in France or Japan.
Secondly, during the period from June to August, I sent several email to your Customer Service. The first two are in English and I got no reply. Then I asked my friend to translate it into French and sent the French verstion to you. I get a reply in the next working day (though again in vague term like I will receive notice soon). You set up a site in English selling tickets to fans internationally. Yet your colleagues (which you supervise I suppose) do not feel good to reply in English. Or it appears that by speaking English itself is an insult to your country (to your subordinates, at least). Please, if your company holds such a national pride, stop advertising as a ticket agent worldwide and stop cooperatting with overseas promoters and organisers.
Thirdly, you mentioned you aware of the situation that fans travel internationally to watch this gig. If so, you don't send us individual reply. You should make a "b.c.c." (yes, not c.c. but b.c.c.) email to everyone who has booked the ticket. You should also contact each of us by telephone to arrange for re-route of ticket, as you just cannot assume that everyone's computer is working or that everyone who booked a ticket form you in fact has a free access to the internet. In any event, I think it's radiculous when the gig is on 1/10, you expect DHL can safely deliver the ticket two or three days before to countries other than where the gig will be held. Totally naive and laughable.
For the avoidance of doubt, by sending this email I do not accept what you say as true and I will reserve all my rights until I got tickets on my hands.
Regards,
Sunny Li
- Hide quoted text -
On Thu, Sep 18, 2008 at 2:12 AM, David MILES <dmiles@mosaicodiffusion.com> wrote: Dear Sunny Li,
We sincerely apologize for the delay in sending out tickets to customers who booked for Radiohead in Osaka, as this is due to several delays in our internal logistics chain to have tickets issued on regular laps since international sales closed for this event on Mosaico website.
We remind you that you received several confirmation e-mails once you placed your booking, and when your credit card was charged, to inform you that your tickets were secured and confirmed – this is especially settled to enable our customers to set up their travel plans asap, before tickets are being printed and sent out.
We also did inform all customers via e-mail that shippings would take place during the 1st half of September, as this was the initial set up we had. Due to the above mentioned delays, for which we obviously bare full responsibility, these shippings will take place between sept; 19th and 23rd. Once shipped, tickets are delivered within 48 hours, so all customers will receive their tickets on time : customers departing for Japan and for which we feel delivery deadlines are unsafe are systematically contacted so they can have their tickets re-routed directly in Japan without extra cost (some customers already contacted us to do that, as we included a warning notice in our past mailings).
We understand and respect your stress and your feeling nervous about your tickets being delivered on time (though insults and threats do not help orders being processed faster), and we have a long-time experience in international ticket sales on events all around the world and deliveries to customers worldwide.
Our experience and professionalism stand as a 100% guarantee for you and all our customers that your tickets will reach you on time to fully enjoy the show you wish to attend.
We remain at your disposition for any further information or suggestion : I remind you that you can contact our Customer Service for any urgent matter at : +33 (0)1 40 20 47 03 (10 AM to 7 PM, Mondays to Fridays – GMT+1) – if phone lines are busy or e-mail replies are not immediate on top of the efforts of our staff and extra staff during this peak period, it is due to many major world tours happening at same time. We deal with these exceptional flows of customers' enquiries by order of arrival – thanks for your patience and understanding on this, as we constantly do our best to improve this.
You will receive an e-mail with your DHL shipment ref. in the next days, as explained earlier in this e-mail.
I personally trust that your future bookings through Mosaico for events in Japan or in another country will not suffer this delay, and I believe you'll feel safer on using our service once you cross-check you have received your tickets on time for your Radiohead booking
I seize this opportunity to wish you a great Radiohead concert in Osaka,
David MILES
Head of Customer Service
Paris Head Office
www.mosaicoworld.com
From: Sunny Li [mailto:sunnyhsli@gmail.com]
Sent: Wednesday, September 17, 2008 11:12 AM
To: aska@creativeman.co.jp
Cc: tickets@waste.uk.com
Subject: Fwd: Tickets to RadioHead in Osaka
Dear Aska,
A group of people overseas, including me, booked tickets for the Radiohead Osaka gig to be held in 2 weeks' time, through the agent "Mosaico Diffusion" ("Mosaico"). Booking was made in May this year and payment was made instantly by credit card. I find out this agent through a link in your English website (and it appears most of us do). Unfortunately Mosaico has been very unprofessional and unresponsive. From its email to us earlier (see below), it appears that the tickets have either not been sent out or not received. The result is that while it is now almost 2 weeks from the gig, we still have no ticket and no firm information on when/where/how we are going to get ours, but travel arrangement must be done. There people are so unprofessional don't even distinguish "c.c. all" and "B.c.c. all" in an email programme. But to our favour an email discussion by all the victims was started and a facebook group and blog shot was set up. I am quite sure that it will bring great embarrassment to the band and you as organizer if this piece of news bring media's attention. Although it is strictly Mosaico's fault, I am sure as a reputable Japanese organiser/promoter you will take some responsibility on your part as Mosaico definitely has some sort of official status, as they are introduced in your website.
You are kindly requested to take the following actions:-
1. To inform me whether you have sent out the ticket to Mosaico;
2a If so, to cancel all these tickets and to arrange me to obtain a replacement ticket directly at your office or box office at the venue;
2b. If not, to send the tickets directly to us without going through Mosaico (otherwise no one will receive the ticket on time).
For your information, I have already spent the following for the concert:-
1. ticket price with Mosaico : HK$1,000
2. Air ticket from Hong Kong to Osaka : HK$3,000
3. 3 nights Accommodation in Osaka: HK$2,800
Total HK$6,800 (~94,500 JPY)
Frankly, I do not care what is going on between you and Mosaico. This is not a letter before action and all I want is to see Radiohead. However, I will not simply let you or Mosaico walk away if in at the end of the day I cannot see my beloved Radiohead and have a wasted trip to Osaka.
Your prompt reply is much appreciated, failing which I will have no choice but take the matters to the hands of media, police or lawyers.
Regards,
Sunny Li |
