This is a letter my brother-in-law John sent to Ticketmaster:
Dear Ticketmaster,
I just made my first purchase with you in quite a long time, and I can't even describe how appalled and irritated your service makes me.
It's one thing to gouge me on the handling fees. Should your business practices be ruled illegal and monopolistic in some sort of settlement involving gross civil and punitive damages? Yes. However, I recognize that, until our government stops listening to your lobbying firms, or whatever other dubious means you employ to maintain power, you are operating under the generally accepted tenets of capitalist society, so rock on.
My problem is simply that you make these pathetic efforts to apportion the funds you suck unmercifully out of us poor saps who have the misfortune to enjoy, well, any live event on earth.
Take my recent purchase. Somehow, the 5 minutes I spent on your website and the 49KB file you sent with my tickets was worth:
- $7/ticket for convenience
- $4.05 for processing
- $2.50 for the delivery
Let's think about this. We'll start with item 1, convenience. There is no doubt that TicketMaster offers a convenient service. It might be slightly more convenient if there were an inconvenient alternative with which to compare it--say, permitting the box office or any other entity on earth to also sell the tickets--but I will not deny that it is quite convenient to get the tickets that are required in order to attend any given event. Without the tickets, I couldn't go, and that would be decidedly inconvenient.
It's the addition of the final two that really trips me up. The $2.50 delivery sort of makes sense. I mean, I don't know why a 49KB email should cost as much as an international fax, but I'll give it to you that you need mail servers, PDF generation software, technical staff, etc. Then there's $4.05 to "process." See, I really though that the delivery of the tickets, combined with the "convenient" means of finding them was really all the processing you had to do. And, now that I think about it, one might even say that the "convenience" of your service encompasses--or is probably limited to--the fact that you process and deliver tickets for people. I mean, I probably wouldn't be so nice about the $7/ticket for convenience if you didn't give them to me, or if you skipped some processing step that meant someone else was sitting in my seats, so why do I have to pay twice?
(I will gloss over the fact that sheer magnitude of your fees--$34.55 for my 4 ticket, 5-minute transaction--could have legitimately paid the staff of an entire box office for an hour.)
Basically, what I'm asking is: why you gotta play me like that? If you're going to charge me a 27% surcharge to get tickets, can't you at least be polite about the whole thing? Can't you add a single line-item labeled "you're a sucker" to the invoice and put all the charges there? I mean, this is in your interest too--people are going to ask questions when you have to really start reaching for fee names (cuddle charge? we didn't break anything?).
Thanks for your time,
John