Fandango – round 2 of frustrating customer service

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Apparently I had a rough 2015 holidays with regards to being a consumer.

I try not to complain too often, but I can’t let another less than optimal experience go without writing about it. My hope is that this blog post might save other consumers from the same fate I experienced.

star-wars-posterOn December 11th, my Dad and I were attending a Denver Nuggets game at the Pepsi Center and hatched a plan to go see the new Star Wars: The Force Awakens movie together after Christmas in IMAX 3-D. Using the Fandango app on my phone, we purchased 5 tickets for a 1:20 showing on Tuesday, December 29th at the UA Colorado Center IMAX theater. Normally, I would call my wife, and my mom to see if this plan worked for everyone, but I had remembered seeing Fandango’s “Worry-Free Tickets” policy recently that states: (this comes directly from the email receipt I received from Fandango)

REFUND OR EXCHANGE YOUR TICKETS UP UNTIL THE POSTED SHOWTIME- ONLY WITH FANDANGO VIP!

Bad Customer Service from Fandango
Not very VIP, definitely NOT Worry-Free!

Sweet! Super convenient, and literally, worry- free! I left the Nuggets game excited that I would get a chance to see Star Wars with my Dad, Mom, Wife, and son. If someone from our group didn’t want to go or couldn’t make it – I’d just return the ticket!

So, fast forward to the date of the event. My wife had decided that she would not attend since she had already seen the new Star Wars once and the 3D movies tend to give her a pretty intense headache. No problem. It was about 3 hours until show time and about an hour before it was time to head to lunch to meet my folks at the theater. I hopped on the Fandango website and went to my account page where it showed my order for the 5 tickets. I clicked on the “Can’t make the show?” link on the order detail page to return my wife’s ticket. Oh, oh – it became immediately apparent on the Refund page that I could only get a refund on the entire order. Didn’t expect that at all.

Well, I didn’t want to cancel the order on the day of the movie. Star Wars was (still is!) doing great in the theaters and that was the whole point of having tickets from Fandango – no worry about it selling out. So, I looked around for a customer service/chat way to contact Fandango. Excellent – found one. Unfortunately, Fandango customer support was super busy on the morning of the 29th of December – it estimated I was behind over 100 other people waiting to chat. Well, I didn’t see any other options at the time other than email, so I waited on the chat page. Note: I’ve since found that there is a phone number to call (866-857-5191) if you click on the Other Contact Option link on the Contact Us page.

I transferred the open chat request to my phone so I could be mobile and wait until my position in the queue came up. We drove to the theater and I found that I was still in the queue with more than 50 people ahead of me. I kept checking my phone during lunch. We were now well within the two hour window before the movie, but I hoped that Fandango would understand and that they would see I initiated the chat session before the 2 hours. That plan didn’t work out either as the chat app eventually crashed and showed an Oracle error page. Too late to try again, I gave up trying to refund the ticket before the show and we went in to the movie. I had faith that I could explain the situation to Fandango after the show and get it resolved. By the way – the movie itself was awesome – an amazing spectacle introducing us to both new and old characters from the Star Wars story we love.

Here’s my entire chat session correspondence with Fandango the next day. Fortunately the line to wait to chat with a Fandango service rep was much shorter on the 30th:

 Ryoka: Thank you for contacting Fandango Customer Support. My name is Ryoka. How may I assist you today?
Alan Switzer: Hello! I tried to request a refund on a ticket order yesterday but was unsuccessful.
Alan Switzer: Now my event has passed.
Alan Switzer: My main issue was that I wanted to only refund 1 ticket of the 5 total I had ordered. I couldn’t find a way to do that online without talking to customer support.
Ryoka: I would be happy to assist you with this.
Ryoka: Please provide me with your confirmation number.
Alan Switzer: 169940780
Alan Switzer: Thank you for your help.
Ryoka: Thank you for that information.
Alan Switzer: I was trying to refund 1 of my 3 adult tickets because I knew about 3 hours before the movie that my wife couldn’t make it. 🙂
Ryoka: We are unable to process a return for only part of the tickets in an order and we cannot offer partial Fandango credit.
Ryoka: Are you still connected?
Alan Switzer: Hmmm, well that’s a real bummer. I guess I should have just cancelled my entire Fandango order and bought the tix at the theater. The refund option doesn’t clearly state that you can’t do partial refunds
Alan Switzer: Or just buy each of my tickets separately next time. What a pain that would be though
Ryoka: I understand how you may feel about this.
Alan Switzer: So there’s nothing you can do? I was hoping for at least a partial Fandango credit.
Ryoka: I am not able to provide that either.
Ryoka: Are you here, Alan?
Alan Switzer: Okay, next time I’ll be more careful when I consider using Fandango. This is not on you, but this customer experience is not good at all. If I could have gotten thru yesterday (your chat app crashed and showed an Oracle error page) I would have saved myself over $17. 🙁
Alan Switzer: I’ll take my complaints to social media I guess
Communication with the Oracle RightNow CX Cloud Service Chat service has been lost.  Please wait while attempts are made to restore the connection.
Disconnection in 240 seconds.
Connection resumed.
Ryoka: I apologize for any inconvenience this may have caused you.
Communication with Oracle RightNow CX Cloud Service Chat service has been lost.  The chat session has been terminated.  Check your network connection and verify that you can connect to other sites on the Internet.

 

Well that didn’t go at all like I expected. I stewed for awhile, did eventually post a passive aggressive statement on Twitter about Fandango, and eventually went back to Fandango customer support on January 19th.

I sent Fandango this via email:

On Dec 29th, I saw the Star Wars movie in IMAX 3D with my family. I bought the tickets well in advance thanks to Fandango. Even though I wasn’t completely sure of my plans, I bought with confidence because I remember seeing the “Can’t Make the Show” option. What isn’t made clear is that you can’t just ask for a refund on a single ticket on your order. This is what I needed. I started trying to contact Fandango customer support chat about 3 hours before the movie, but I was on hold for over an hour and eventually the app crashed and showed me an Oracle error page. I didn’t want to mess up the movie for the rest of my family so I decided I would go see the movie even with the extra ticket and contact Fandango customer support later. When I had a lengthy conversation over chat with Royka the next day, I was told nothing but no, sorry, no we can’t do anything for you. Really?
I’ve been a Fandango customer since 2003. This is very upsetting that I could not get a credit for the unused ticket. I’m not asking for a refund – just a Fandango credit that I could use to get the lost value back. I was trying was one of the Senior tickets valued at $14.99.
I would really like to hear back from someone about this negative experience. I’ve been a customer for 12 years and would like to continue to be one if I could be treated better than the Chat correspondant handled the situation. I don’t think its unreasonable to ask for the money back from my one unused ticket. If your policy is to only refund full orders, I can certainly make separate orders for each ticket in the future if that’s how Fandango has to handle an order refund.
Thanks,
Alan
No response from Fandango for several days other than an apology that they were having higher volume of support requests than expected. I also found out that it was impossible to update the email thread. No matter what email address I replied from (yes, I have several) – I got this auto-reply from Fandango:
Your recent incident update was from an email address not associated with your account. In an effort to maintain the security of your information, we cannot update your incident using this email address. If your email address has changed, or you want this email address associated with your account, please update your contact information using the following link, then resubmit your question.
http://fandango.custhelp.com/app/account/profile

So, back to Fandango’s chat on January 21st:

 Nubian: Thank you for contacting Fandango Customer Support. My name is Nubian. How may I assist you today?
Alan Switzer: I sent this email to Customer Support a few days ago but did not receive a response:
Alan Switzer: On Dec 29th, I saw the Star Wars movie in IMAX 3D with my family. I bought the tickets well in advance thanks to Fandango. Even though I wasn’t completely sure of my plans, I bought with confidence because I remember seeing the “Can’t Make the Show” option. What isn’t made clear is that you can’t just ask for a refund on a single ticket on your order. This is what I needed. I started trying to contact Fandango customer support chat about 3 hours before the movie, but I was on hold for over an hour and eventually the app crashed and showed me an Oracle error page. I didn’t want to mess up the movie for the rest of my family so I decided I would go see the movie even with the extra ticket and contactFandango customer support later. When I had a lengthy conversation over chat with Royka the next day, I was told nothing but no, sorry, no we can’t do anything for you. Really?I’ve been a Fandango customer since 2003. This is very upsetting that I could not get a credit for the unused ticket. I’m not asking for a refund – just a Fandango credit that I could use to get the lost value back. I was trying was one of the Senior tickets valued at $14.99.I would really like to hear back from someone about this negative experience. I’ve been a customer for 12 years and would like to continue to be one if I could be treated better than the Chat correspondant handled the situation. I don’t think its unreasonable to ask for the money back from my one unused ticket. If your policy is to only refund full orders, I can certainly make separate orders for each ticket in the future if that’s how Fandango has to handle an order refund. Alan Switzer: I tried to reply to the email thread several times but it keeps rejecting my updates to the thread
Nubian: I am happy to assist.
Nubian: Please give me 2 to 3 minutes to investigate your request.
Alan Switzer: Great!
Alan Switzer: No problem – thank you for taking the time to read it
Nubian: Thank you for holding Alan. We do apologize for the lengthy hold that you had experienced. However, the information which was relayed to you was in fact true. We are not able to process partial refunds on our system, we are only able to cancel the entire order.
Alan Switzer: The problem I have is that it was not clear that’s how your “Change of Plans” guarantee works and when I tried to contact customer support to have my order changed without losing my other tickets, the hold was so long that it went within my two hour window before the showing.
Alan Switzer: I would have had Fandango cancel the entire order but I didn’t want to miss the movie with the rest of my family that could attend.
Alan Switzer: Fandango doesn’t appear to want to meet me partway on this at all.
Alan Switzer: I’ve been a long time customer… but that doesn’t seem to matter at all.
Nubian: We do apologize for any inconvenience in which this may have caused, However, because the movie was viewed we would not be able to return all the tickets at this point Alan.
Alan Switzer: Of course not, that’s not what I’m asking for.
Alan Switzer: I am still asking for a credit of the single ticket that I couldn’t use, that I had tried to contact Fandango customer support about 3 hours before the movie.
Alan Switzer: If I were to continue to use the Fandango service, and purchase movie tickets in advance, you are basically saying that in order to qualify for your money back guarantee… it would be smarter to order each ticket individually for my group.
Alan Switzer: But that’s pretty stupid, right?
Nubian: I do apologize but I would not be able to grant that request Alan. I would have to escalate your request to our corporate office for review and this will take 3-5 business days before a response is generated.
Alan Switzer: Great – please do that. That’s what I have been trying to do since the event. I would love a reply from the corporate office on this.

I’m trying to be nice here, but you can see I’m getting frustrated at this point. Oh, and that part about being a customer since 2003 – totally true. I bought tickets to the 3rd Matrix movie on November 5th, 2003 to start my consumer relationship with Fandango. Wow. The part about trying to return one of my Senior tickets – not exactly true. Actually I was trying to return one of my higher priced Adult tickets, but I was just looking for Fandango to make good on any credit or partial credit at this point so I figured I’d just reference the less expensive ticket and make it more palatable for Fandango.

On January 24th I got an auto-reply that my support request was being closed due to a lack of response to Fandango’s response on the 21st that they were going to be delayed in getting back to me. What!!?! How does that work? Well, it didn’t help that my repeated attempts to reply to the email thread were all denied by Fandango. So, never got that reply from Corporate that Nubian had promised in the last chat.
On February 1st I went back to Fandango chat and connected with Tanya, and then later a manager named Trudy-Ann. She sent me a direct email and I was able to reply. Here is that chat transcript and email thread. It’s long, so if you want to skip it, the short version is that Trudy Ann fed me the same line I had been hearing consistently from Fandango – “we don’t give partial refunds”.
Trudy Ann,                                                                                            02/01/2016 11:26 PM
I sure hope this works, if I take the time to provide some additional information. I’ve had very little success in replying to any of these Fandango customer support threads as they always seem to get rejected because it claims my email address doesn’t match. I’m using the same email account this was just sent to, so… fingers crossed.
First – thank you for taking the time to review my case and reply. Your answer is exactly what I have heard several times now.
It doesn’t appear that you had access to my original details I provided in my first attempt to contact Fandango support via email after the holidays. I will include that again. I have also tried chat numerous times but usually get the same scripted answers as you have provided.
I attempted to contact Fandango before the 2 hour window ahead of my movie. I could have refunded my entire order but that had the potential to ruin my family’s movie outing since it was a busy day and we were trying to see Star Wars The Force Awakens. I was worried it could be sold out.
I keep getting told that Fandango can’t provide partial refunds. All I can say is this WAS NOT CLEAR at the time I purchased my tickets. In the 12 years I’ve been buying tickets thru Fandango, i had never had the need to return a single ticket. If I could have reached a Fandango customer support person before my movie, we might have been able to work something out. Maybe the support person would have helped me cancel my order and create a new one with one less ticket. I started a chat session withFandango on my phone more than 2 hours before the movie. Your support times were extremely long on December 29th. I brought my phone to lunch with us before the movie and kept checking my screen. At one point I remember being 127th or something like that in the queue. Before my spot came up, the chat session crashed and showed an Oracle (your backend software) error screen. At that point it was too late to try anything else to contact Fandango before my movie.
I’m asking for a $15 credit or gift certificate to be used for a future Fandango purchase. That’s all I’ve been asking for.
I hope you agree.
Thanks, Alan
Here was my original correspondence: (with a few minor corrections)

On Dec 29th, I saw the Star Wars movie in IMAX 3D with my family. I bought the tickets well in advance thanks to Fandango. Even though I wasn’t completely sure of my plans, I bought with confidence because I remember seeing the “Can’t Make the Show” option. What isn’t made clear is that you can’t just ask for a refund on a single ticket on your order. This is what I needed. I started trying to contact Fandango customer support chat about 3 hours before the movie, but I was on hold for over an hour and eventually the app crashed and showed me an Oracle error page. I didn’t want to mess up the movie for the rest of my family so I decided I would go see the movie even with the extra ticket and contact Fandango customer support later. When I had a lengthy conversation over chat with Royka the next day, I was told nothing but no, sorry, no we can’t do anything for you. Really?

I’ve been a Fandango customer since 2003. This is very upsetting that I could not get a credit for the unused ticket. I’m not even asking for a refund – just a Fandango credit that I could use to get the lost value back. I was trying to return one of the Senior tickets valued at $14.99 on my original order.

I would really like to hear back from someone about this negative experience. I’ve been a customer for 12 years and would like to continue to be one if I could be treated better than the Chat correspondent handled the situation. I don’t think its unreasonable to ask for the money back from my one unused ticket. If your policy is to only refund full orders, I can certainly make separate orders for each inidividual ticket in the future if that’s how Fandango has to handle an order refund. Fandango‘s billing technology must be extremely limited and behind the times, but I do understand these things cost money to get resolved (I am a software developer!) and this may not be Fandango‘s priority.

 Response Via Email (Trudy-Ann) 02/01/2016 10:28 PM

Dear Alan,

Thank you for your recent order and we apologize for any inconvenience you may have encountered.

As the manager, I have reviewed your request and we understand that you are looking to return only part of your ticket order. However, partial credits cannot be processed, so we are unable to offer refunds or exchanges for anything less than the total number of tickets included in an order.

In addition, we are only able to offer refunds or exchanges for Fandango credit at least 2 hours or more before show time. Since your request was initiated beyond that window, we cannot process a refund or exchange for your purchase.

Thank you for your understanding and we hope you will continue to make Fandango your choice for online movie tickets.

Best regards,

Trudy-Ann
Fandango Customer Support
www.fandango.com
Wireless access: mobile.fandango.com

 Chat Transcript 02/01/2016 12:36 PM
[11:54:38 AM] Thank you for contacting Fandango Customer Support. My name is Tanya. How may I assist you today?
[11:55:31 AM] Alan Switzer: I have an email customer support thread that I keep trying to respond to and I always get a response saying my email account is not recognized and I can’t update the ticket.
[11:55:46 AM] Tanya: I would be more than happy to advise you on this Alan.
[11:55:50 AM] Alan Switzer: I have a Fandango account. I have a custhelp account – the email account is the same for both.
[11:56:05 AM] Tanya: May I have the incident number you are checking for?
[11:56:13 AM] Alan Switzer: 160119-000000
[11:56:39 AM] Tanya: Thank you for that information Alan.
[11:57:42 AM] Tanya: I have located your incident, I am not sure  why you where having an issue to  reply to us.
[11:57:53 AM] Tanya: How may I help you with this today?
[11:58:56 AM] Tanya: Alan, unfortunately, because you have become unresponsive, I am required to close this chat, are you still connected?
[11:59:54 AM] Alan Switzer: I’m hre
[12:00:08 PM] Alan Switzer: What email should I be using to respond to that thread with?
[12:00:14 PM] Tanya: Great!
[12:00:41 PM] Tanya: There is no email address, you should just select reply and it should send your response to  us.
[12:00:46 PM] Alan Switzer: I’ve tried 3 different ones, they get the same behavior. I never got an answer on the thread other than a response to say that it would be delayed
[12:00:52 PM] Alan Switzer: Yeah, that definitely never works.
[12:01:05 PM] Alan Switzer: I’ve tried 10 or more times with different email accounts
[12:01:31 PM] Tanya: This is when you try to  send use an  email?
[12:01:40 PM] Tanya: Have you tried another device?
[12:01:55 PM] Alan Switzer: I’ve tried adding more alternate email addresses to my profile at fandango.custhelp.com but that page is too buggy – always blocks me from updating the profile.
[12:02:05 PM] Tanya: I understand.
[12:02:54 PM] Alan Switzer: I’ll try replying to the thread from my phone./
[12:03:34 PM] Tanya: Have you tried creating a new email response via another email address using this phone?
[12:04:41 PM] Alan Switzer: Just sent a reply to the thread from my phone. Will see if it works
[12:04:47 PM] Tanya: Sure.
[12:05:35 PM] Alan Switzer: It usually takes a few minutes. Can you see anything on your end? Can you see if the incident thread received an update from me?
[12:06:21 PM] Tanya: I am  not able to  see this as the incident was not assigned to  me the agent that sent you a response would get an  update .
[12:06:27 PM] Alan Switzer: No – it failed yet again.
[12:06:37 PM] Alan Switzer: This is the reply I get every time:
[12:06:38 PM] Alan Switzer: Your recent incident update was from an email address not associated with your account. In an effort to maintain the security of your information, we cannot update your incident using this email address. If your email address has changed, or you want this email address associated with your account, please update your contact information using the following link, then resubmit your question.
http://fandango.custhelp.com/app/account/profile
[12:07:13 PM] Alan Switzer: I got to that link and sign in at custhelp.com, and the email is an exact match as the email account I just used.
[12:07:15 PM] Tanya: What is the error when you attempt to  update this via your cell phone?
[12:07:50 PM] Alan Switzer: When I’m logged in, and I attempt to add an alternate email address to my profile, I see this:
[12:07:51 PM] Alan Switzer: Email address already in use.
If this is your email address, we can send you your username or let you reset your password.
[12:08:11 PM] Tanya: To speak to us via live chat the email may have bugs and still allow us to  help you , but  if you try to send an email to  us it may fail if it is not correct.
[12:09:13 PM] Alan Switzer: That doesn’t make any sense.
[12:09:25 PM] Alan Switzer: If you are trying to say your email support doesn’t work well, that would be correct.
[12:10:03 PM] Tanya: No , if your email is not correct, you can still chat in to us.
[12:10:33 PM] Tanya: But if you send an  email with the incorrect email it will not be sent.
[12:10:33 PM] Alan Switzer: I have asked for a refund on a ticket I purchased back in December that I validly tried to ask for a refund on *before* the 2 hours ahead of showtime. I keep getting told that Fandango can’t do anything, can’t help, etc.
[12:10:50 PM] Alan Switzer: I’d love to talk to a manager to see if someone at Fandango really wants to still have me as a customer.
[12:11:21 PM] Alan Switzer: I am sending the email with the email account that matches my account at fandango.custhelp.com – it still never works.
[12:12:43 PM] Tanya: Do you have the confirmation number for the purchase you where denied  a refund?
[12:13:10 PM] Alan Switzer: Yes – one moment
[12:13:28 PM] Tanya: Sure.
[12:13:41 PM] Alan Switzer: 169940780
[12:14:12 PM] Tanya: The email that we sent you came to  <personal email hidden> was this the email used in the reply?
[12:15:10 PM] Alan Switzer: I’ve tried using that email address numerous times, I get the same response. I’ve also tried using the email my Fandango account is associated with – no luck.
[12:15:54 PM] Tanya: The response needs to  come from this email please respond using the reply option.
[12:16:17 PM] Alan Switzer: Yeah, I’ve tried that many times. Still doesn’t work.
[12:17:03 PM] Tanya: I will escalate this issue to my site support team for them to  investigate this for you.
[12:19:24 PM] Tanya: I am seeing all the emails you sent from this email, it is  coming up blank, did you enter anything in your responses?
[12:20:13 PM] Alan Switzer: Yes – I got all those blank email responses over the last couple of days. I have no idea how those are getting generated. I always put something in between the
[12:20:14 PM] Alan Switzer: [===> Please enter your reply below this line <===][===> Please enter your reply above this line <===]
[12:20:23 PM] Alan Switzer: section in the emails. It doesn’t ever help.
[12:20:44 PM] Tanya: I just sent you an email please respond to  it.
[12:21:23 PM] Alan Switzer: Okay – will try.
[12:21:40 PM] Tanya: Sure.
[12:22:36 PM] Tanya: I have review your previous contact with us.
[12:23:12 PM] Tanya: Unfortunately, at this time Fandango is not able to offer refunds or exchanges for partial tickets within a purchase. Once a refund or an exchange has been completed all the tickets in that purchase are returned and a new purchase will be required. For purchases with reserved seating these seats will be lost and they take approximately 15 minutes to be released for resale.
[12:23:13 PM] Alan Switzer: I replied to your email and put my original support request message in it.
[12:23:29 PM] Tanya: Thank you for this information.
[12:24:51 PM] Alan Switzer: Right so my problem with Fandango is that your inability to refund a single ticket in a group is buried in the small print on a second webpage. When I bought the tickets and knew I might have to use the new Worry Free policy I had no idea how inflexible the system was.
[12:25:27 PM] Alan Switzer: Basically Fandango is forcing its customers to order each ticket separately so that the worry free policy can actually be used. That’s crazy.
[12:25:30 PM] Tanya: I understand , however did you notice that all the tickets came with one confirmation number right?
[12:26:08 PM] Alan Switzer: I have been a customer for 12 years and am very frustrated that no one at Fandango realizes this worry free policy that you advertise is anything but a worry free policy!!!
[12:26:25 PM] Tanya: The worry free  ticketing time frame is 2 hours before the show , we would have returned the order and allowed you to  purchase a new one.
[12:27:04 PM] Tanya: If you had not attended the show we may have been able to  offer you a refund as you contacted within the time allotted for refunds.
[12:27:36 PM] Tanya: But because the  confirmation number was used we are not able to  determine if the ticket was used.
[12:27:49 PM] Alan Switzer: It was impossible. I was on hold for a customer support chat for over 90 minutes before the show but the app crashed and showed me an Oracle error page. I was trying not to lose the tickets for the rest of my family… only one family member couldn’t attend but that ticket cost me $15!
[12:28:35 PM] Alan Switzer: I’m asking for a show of good faith from Fandango for a long time customer. I did everything right other than cancelling the entire movie outing just because one family member couldn’t make it.
[12:28:45 PM] Tanya: I do  understand. however we are not able to  complete a partial refund for purchases.
[12:28:57 PM] Alan Switzer: Yes, I have been told that numerous times.
[12:29:11 PM] Tanya: The entire order would be returned and we cant do that.
[12:29:19 PM] Alan Switzer: Still, I’m asking for one because your Worry Free policy is not clear.
[12:29:31 PM] Tanya: I am really sorry Alan.
[12:29:42 PM] Tanya: I apologize for any frustration this causes you, but we cannot offer a refund or Fandango credit less than 2 hours before the show time.  If you would like to view our refund policy in full, please visit the following page:[12:30:48 PM] Alan Switzer: Is there a manager I can talk to?
[12:31:08 PM] Alan Switzer: I tried contacting Fandango BEFORE the 2 hour window.
[12:31:44 PM] Tanya: I  understand this .
[12:31:52 PM] Alan Switzer: I didn’t want to lose my tickets so I waited on hold. I was on hold for over 90 minutes on my phone, and before I got thru, the app crashed.
[12:31:56 PM] Tanya: But the  other tickets where used.
[12:32:03 PM] Alan Switzer: Yes, of course they were!
[12:32:20 PM] Tanya: I would be happy to transfer you to an available supervisor.  In order for a supervisor to help, they will need your incident number for this contact.  When requested, please provide them with the following number: 160201-000580
[12:32:32 PM] Alan Switzer: I’m asking for a refund on the one ticket that wasn’t used. your policy is not clear on this without doing a lot of reading.
[12:32:44 PM] Alan Switzer: Ok, thank you
[12:33:06 PM] Tanya: May I have a number to provide you with a call back?
[12:33:56 PM] Alan Switzer: Phone?
[12:34:10 PM] Tanya: Our  normal escalation process involves me escalating this issue and a follow up email be provided by a manger or a supervisor , however due to the issue with  your email this cannot be completed.
[12:34:19 PM] Alan Switzer: <my phone number hidden>
[12:34:30 PM] Tanya: We would love to  have this issue cleared up.
[12:35:02 PM] Tanya: Thank you for this information I will be escalating your issue for review.
[12:35:12 PM] Alan Switzer: Thank you for escalating.
[12:35:26 PM] Tanya: You’re  welcome is there anything else I can help you with today Alan?
[12:35:55 PM] Alan Switzer: I’m ready to close my Fandango account but trying to give Fandango a final chance to make this right.
[12:35:58 PM] Alan Switzer: Nope – thanks!
[12:36:01 PM] Tanya: Great, thank you for making Fandango your choice for online movie tickets. Have a great day!
[12:36:04 PM] ‘Alan Switzer’ disconnected (‘Concluded by Agent’).

Since I had replied to Trudy Ann’s rejection of my refund request, I got another email reply from another manager the next day (Joe). His reply was even more frustrating than the one from Trudy-Ann!

 Response Via Email (Joe) 02/02/2016 07:34 PM

Dear Alan,

Thank you for your recent order and we apologize for any inconvenience you may have encountered.

Your issue has been reviewed and this response was provided by a manager.

We understand that you contacted to request a return on only some of the total tickets in your recent order. Though your contact was sent before the 2 hour time limit had run out, we are unable to grant your request due to the partial amount; we cannot process a refund for only part of the tickets in an order and we cannot offer partial Fandango credit. We apologize for any disappointment this may cause you.

For future reference, as long as you do so at least 2 hours before the start of your show, you would be able to make use of the self-service feature offered to our FandangoVIP account holders to return the order with too many tickets. Once that return is done, you can start over and make a new order for the number of tickets you really want. Since it is now after show time for the order you originally contacted about, it is now too late to return those tickets and repurchase, but if anything similar happens again you would be able to use this method to resolve the issue next time. We are sorry that we were not able to respond with this information in time to be of help on your current purchase.

Thank you for your understanding and we hope you will continue to make Fandango your choice for online movie tickets.

Best regards,

Joe
Fandango Customer Support
www.fandango.com
Wireless access: mobile.fandango.com


 

Finally, my last reply to Fandango:

Joe,
“Since it is now after show time for the order you originally contacted about, it is now too late to return those tickets and repurchase, but if anything similar happens again you would be able to use this method to resolve the issue next time.”
Seriously – you wasted the time to say this? Of course it is now too late – I’ve been trying to get Fandango to take some ownership on this issue for nearly a month and a half. Yeah, not in the two hour window any more.
I give up. I keep getting the same sad answers – we can’t do anything, we can’t offer partial Fandango credit. No ownership that your customer support app failed when I tried to use it in a legitimate manner *before* the two hour window. No apologies, just continued poor customer service.
Okay, I’m done. I’ve spent enough of my time dealing with Fandango. I can’t get back the hours I’ve put into this effort, but I will stop being a Fandango customer, remove the app from my devices, delete the account I’ve had for 12 years and let my family and friends know that they should not use or trust Fandango as a vendor for purchasing their movie tickets in the future.

With that, I removed the Fandango app from my iPhone and iPad, removed the credit card info from my online Fandango account, and since you can’t close a Fandango account via their website, removed all my personal info.

Goodbye Fandango, and thanks for nothing after 12 years. I will find another provider the next time I need to purchase tickets to a movie in advance!

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