Subject: Fwd: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019
From: Worchuirin M <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>, Kritika Mirchandani <[email-masked]>, viraat <[email-masked]>
Date: Tue, 21 May 2019 17:32:44 -0700 (MST)

Hi Brian, 

Purchase date for this order was 28/09/2018 08:45 and as per CMA training we were advised to follow normal process if the order is prior to 17/01/2019. 

Could you please confirm if we can now escalate to CMA if order is viagogo UK and query is related to CMA? 

Kind Regards, 
M.Worchuirin 

From: "Brian Sexton" <[email-masked]> 
To: "Worchuirin" <[email-masked]> 
Cc: "ECC" <[email-masked]> 
Sent: Thursday, 16 May, 2019 12:39:01 
Subject: FW: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019 

Hi Mike, 

Could you please review this with Saurabh U.? 

Kind regards, 

Brian 

From: ECC 
Sent: Wednesday 15 May 2019 17:15 
To: Brian Sexton <[email-masked]> 
Subject: FW: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019 

Hey [ mailto:[email-masked] | 
@Brian Sexton ] , 

Can you flag with agent : saurabh.upadhyay 

They did not escalate into the CMA queue when they should have . This is very important and we miss important cases when this happens. 

Kind Regards, 

Laura 

From: Edson Batista 
Sent: Wednesday 15 May 2019 16:10 
To: ECC < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019 

Hi Laura, 

As historic below, the email we received from this customer through our Corporate inbox it was received on 14/05 at 16:35, however according to the history case of the transaction, she contacted our HC the same day at 15:35 mentioning " Resale restriction" however the CF agent didn’t follow the CMA Process. 

    * Transaction ID: 18249757 
    * Listing created before 1/17/2019. Order not applicable under the settlement. 

I will escalate this case to our CMA agent assist. 

Can you please flag the below with TL to advise agent to pay attention on the CMA process? 

    * Agent: saurabh.upadhyay 

    * Reason: The agent did not follow the CMA Process and should have escalated to CMA Q., the buyer mentioned "Resale Restriction". 

Regards, 

Edson 

From: ECC 
Sent: 15 May 2019 09:10 
To: Edson Batista < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019 

Hi [ mailto:[email-masked] | 
@Edson Batista ] , 

Can you review and assign this case if needed. 

Kind Regards, 

Laura 

From: Nikita Griffin 
Sent: Tuesday 14 May 2019 17:39 
To: Viagogo Corporate < [ mailto:[email-masked] | [email-masked] ] >; ECC < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019 

[ mailto:[email-masked] | @ECC ] can you please review 

From: Viagogo Corporate 
Sent: Tuesday 14 May 2019 17:35 
To: Nikita Griffin < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019 

Hi Nikita, 

Can you please review this and flag it with ECC/CMA if necessary? 

This buyer contacted us regarding an issue with his purchase and CS agent answered, however buyer is now calling for CMA. 

Kind regards, 

Anezka Koubkova 

Corporate Account Manager 

Phone: +41 22 5180980 

[ mailto:[email-masked] | [email-masked] ] 

[ http://www.viagogo.com/Corporate-Service | www.viagogo.com/Corporate-Service ] 

From: Kevin Vyze < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 14 May 2019 16:35 
To: Customer Service Uk < [ mailto:[email-masked] | [email-masked] ] >; Viagogo Corporate < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; [ mailto:[email-masked] | 
[email-masked] ] 
Subject: Re: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019 

To whom it may concern; 

I have received the e-tickets for the above concert. 

All 4-off tickets are in the name of Mr Jaspreet Kalra. 

Each ticket clearly states that the resale of the tickets is prohibited and that Identification checks may be carried out. 

Can you please explain how these tickets are legally allowed to be used in the venue? 

Kind Regards 

Kevin Vyze 

From: Vyze, Kevin < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 11 February 2019 16:35 
To: [ mailto:[email-masked] | [email-masked] ] ; [ mailto:[email-masked] | [email-masked] ] 
Cc: [ mailto:[email-masked] | [email-masked] ] ; [ mailto:[email-masked] | 
[email-masked] ] 
Subject: RE: viagogo customer support update: Order ID 18249757 - Take That Tickets Sat 18th May 2019 

To whom it may concern at Viagogo; 

Now that the UK Competitions and Markets authority (CMA) has secured a legally binding court order against Viagogo which will help to ensure that it complies with the law. 

Could Viagogo complete the following please for my tickets which I purchased:- ref Order ID 18249757 - Take That Tickets Sat 18th May 2019 

· inform customers which seat in the venue the tickets are for/I will get? 

· tell me the face value of the tickets for which I purchased? 

Kind Regards 

Kevin Vyze 

From: Vyze, Kevin (ext) (R&D - LINCOLN) 
Sent: 01 October 2018 16:23 
To: [email-masked]'; [email-masked]' 
Cc: [email-masked]'; [ mailto:[email-masked] | [email-masked] ] 
Subject: RE: viagogo customer support update 

Anshul; 

The final price was and is not always displayed. If I had known/understood that the tickets to see ‘Take That’ would have cost £1206.66 then I would NOT have made this purchase . 

Viagogo’s website is misleading and the displaying of your information is not clear. 

This is why there are so many complaints about Viagogo on the internet and why you were called the UK House of Commons Select Committee – but didn’t attend. 

Unfortunately I only found this out once I had been misled. 

My decision was therefore not an informed one given that you also specify a countdown timer which prevents an opportunity to take time to review the full purchase information, additional charges and total amount. These are all screens within additional screens on the Viagogo website and prevent a fair/considered decision. 

I know I am not the only person to highlight all this. 

I do not wish to pay £1206.66 for these tickets. I have been misled in the selling of these tickets and I wish to have a full refund. 

Viagogo’s selling practices are misleading. 

Please provide a full refund and sell the tickets again. 

Kindest Regards 

Kevin Vyze – CEng 

From: Kevin Vyze [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: 01 October 2018 13:41 
To: Vyze, Kevin (ext) (R&D - LINCOLN) 
Subject: Fwd: viagogo customer support update 

Get [ https://protect-eu.mimecast.com/s/z6ocC817GfjgYn7Tnjm5f?domain=aka.ms | Outlook for Android ] 

From: viagogo < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Saturday, September 29, 2018 3:23:12 AM 
To: [ mailto:[email-masked] | [email-masked] ] 
Subject: viagogo customer support update 

	

	

		

		

Dear Kev, 

Thank you for contacting us. 

The final price, including any additional fees, is always clearly displayed prior to you completing the purchase, so you can make an informed decision as to whether you wish to proceed or not. 

As mentioned at the top of our website homepage, as well as on all event pages, viagogo is the world’s largest secondary marketplace for tickets to live events. Prices are set by sellers, and may be below or above face value, which is the amount the event organisers print on the ticket you receive. 

All tickets are fully protected by our guarantee. 

To help buyers know what the face value is and so they can decide if they want to pay what the seller is asking for, it is a requirement that all sellers input the face value before they can list. This allows us to provide the range of face values for that particular event so you can decide if you're happy to pay the prices asked by the sellers. This information is visible on the event page directly under the listings. Mobile devices and certain browsers display an 'Information' symbol (a blue 'i') next to the event name where this info is viewable. The information provided shows the face value and also any other important info relating to that particular event such as age restrictions etc. The face value info appears something like this: 
Prices are set by sellers and may be lower or higher than face value. Prices exclude booking and delivery fees (applicable by transaction). Original face value price per ticket (excluding fees) is shown here. The full breakdown of the charges are also displayed on the 'Review Purchase' page just before you click on 'Buy Tickets' but if you need to see this information you can see it by going to your Purchases, and clicking on 'View Details' under the total price paid. 

Unfortunately we are unable to offer you a refund or exchange for your tickets. 

If you cannot use the tickets you purchased and there is still time before the event date, the best solution I can offer you is to re-list them by clicking here [ https://protect-eu.mimecast.com/s/b9gFC0Yyws2zm6RH2EJqd?domain=viagogo.co.uk | 
http://www.viagogo.co.uk/secure/myaccount/purchases/relisttickets/18249757 ] . We will market your tickets on our platform to find a new buyer. We do not charge any fees for relisting tickets that you have originally purchased from us. 

Occasionally there may be reasons why the tickets can't be re-listed but it's usually because the event date is too near to allow secure delivery or upload to the buyer. If you do decide to re-list with us and your tickets sell then let me know and I will contact your seller and get them to ship to your buyer directly. 

Once again, I'm sorry it's not possible to cancel/alter your purchase and I hope you understand the reason why this is so. 

Kind regards, 

Anshul 

	

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