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How not to do customer service - Viagogo

I’m trying to buy some Chelsea Tickets on Viagogo for my family.  I have a season ticket and I’ve used the service before, but I’m really struggling with it now.  Firstly it didn’t recognise my email address, ok, maybe that’s my fault (although I don’t think so), so I register again.  It doesn’t recognise my season ticket number and advises me to contact customer services.  So I click on ‘contact us’ which tells me to use the FAQ.  I then do a search on ‘telephone number’ and get the message below which tells me exactly how hard they make it for me to contact them as they’ve asked me to.  Priceless.  (In a bad way.)

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We do have a phone number and e-mail address.

It is important to us to make sure that our customers who need to speak to us most urgently are able to get in contact with us straight away. To achieve this there are a few steps we have taken:

  • First we offer our customers a range of tools to find the answers to their questions straight away: through our help search, our help pages and our frequently answered questions
  • If our customers can’t find the answer to their question, while checking the tools, they will find many ‘contact us’ links in the answers which will direct them to our e-mail page to ask us their question
  • We offer a ‘track your order’ page, where buyers can enter their e-mail address and transaction ID to get an up to date status on their order at any time – this is regularly updated
  • We provide a phone number for sellers in their first transactional e-mail
  • We also provide an ‘emergency’ phone number for our buyers in an e-mail and in their ‘track your order’ page 10 days before their event

Please be assured viagogo is working hard to ensure we are able to serve our customers as effectively as possible. Any purchases or sales you make through our website are covered by the viagogo guarantee.