Brian L.

POOR BUSINESS MODEL! I purchased tickets the night before for the CSU v CU football game at Mile High in Denver. I received my order number, and the waiting began. I sent an e-mail a couple hours after, as it seemed it was taking awhile and tickets were being sold quickly. I received a phone call the next morning from a customer service person, stating it was a credit card, and customer verification delay? She would "CALL THE SELLER" and someone would get back to me, "we have a 98% FULFILLMENT RATE"... more waiting. Meanwhile tickets doubled on-line.

Here in-lies the faulty business model. I could have purchased other tickets that morning, but IF the seller followed through, I would own two sets of tickets... I was caught! I called again a couple hours later explained this was getting ridiculous, they offered no solutions, "WE'LL CALL THE SELLER, SOMEONE WILL GET BACK TO YOU"... 14 hours later I became the 2% "NON-FULFILLMENT", ticket-less, "need 4" cardboard sign carrying, let down DAD on the corner Colfax!

- THE RESPONSE
"Unfortunately, order XXXXXXX for Rocky Mountain Showdown: Colorado State Rams vs. Colorado Buffaloes has been cancelled as the tickets were no longer available.
We apologize for any inconvenience. These cancellations while rare, do occur as Fanxchange is a live ticket marketplace.
Thank you for using Fanxchange"

THE LESSON -
I recommend you stick with reliable, and proven outlets, as this should be a last case option.

THE SOLUTION -

1) Fanxchange I suggest you put a time-limit on Sellers to release the tickets allowing the consumer to look at other options in the case they pull the tickets. Poor partnership on the SELLERS side should not be the BUYERS responsibility, or demise.
2) There should be an option for the BUYER to resend the order after a set time. Especially within 24 hours of the Date.
3) It would seem that it there is only "2% non-fulfillment rate", say 5 BUYERS a day, you'd have a procedure to remedy the buyers experience, and protect the opportunity to salvage the transaction, current, and future.

THE REMEDY -
- Secure other tickets on your site as a option other than the canned "let down" letter.
- Offer a "fee free" opportunity for a future purchase.
- At the very least institute a time-limit to give the BUYER fair time to make other arrangements.

Best of Luck, yet Disappointed!

ROCKY MOUNTAIN "LET-DOWN"