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I attempted to purchase two tickets last night and both times received this error.
"Sorry, the order you are attempting to view either failed or does not exist."
I purchased 2 tickets again and received the same error again.
They billed my card twice and I received no tickets at all. I could not print tickets as there was nothing to print from the error page.
I get home after purchasing tickets at the box office to find the billed me twice anyway.
I got on there live chat to and waited two hours only to be booted of when the que got down to 1.
There were so many complaints on facebook last night that they scrubber their page in the early morning
Chat from today:
"Sorry, the order you are attempting to view either failed or does not exist."
I purchased 2 tickets again and received the same error again.
They billed my card twice and I received no tickets at all. I could not print tickets as there was nothing to print from the error page.
I get home after purchasing tickets at the box office to find the billed me twice anyway.
I got on there live chat to and waited two hours only to be booted of when the que got down to 1.
There were so many complaints on facebook last night that they scrubber their page in the early morning
Chat from today:
Chat
Status: Disconnected
Izeal: Thank you for contacting Fandango Customer Support. My name is Izeal. How may I assist you today?
M*** ***: Hi i was charged twice and no tickets
M*** ***: I paid for 2 tickets and received an error.
"Sorry, the order you are attempting to view either failed or does not exist."
I purchased 2 tickets again and received the same error again.
You billed my card twice and I received no tickets at all.
Confirmation numbers
50108025919310, 501080250192
Izeal: I understand you are contacting about you was charged twice and received no tickets. I would be happy to pull up the transaction and review the details.
Izeal: Please give me a few moments while I research your request.
M*** ***: ok
Izeal: I do see that you were charged twice on your purchase. Did you look in your spam/junk box for the confirmation email?
M*** ***: Yes i see that I was charged twice. Why would I need to look in my spam folder? We both know Fandango had a huge failure last night so lets not try to pretend its my fault ok
M*** ***: It was all over your facebook page last night
Izeal: I'm not sure what you mean about the failure, however, I was just checking to see because it is protocol for me to see if the email was sent to your spam/junk box to see if the email is in there because sometimes it does go in one of the boxes.
M*** ***: Dont play games, its your fault, you know it, refund the money
M*** ***: I waited on your live chat for over two hours last night, once it was my turn in cue you booted me off. Two freaking hours of staring at the chat box!
Izeal: Mark, I am not playing games with you. I am going to help you out with this issue.
M*** ***: I have no patience for games after last night so get with the refund
M*** ***: You can help by getting the refunds credited
Izeal: Please give me a few moments while I research your request.
Izeal: After searching our system I see you have purchased for Regal Evergreen Parkway Stadium 13 Hillsboro, OR. [AMC/REGAL] prefer to handle all compensation requests after the show time directly at the theater box office.
M*** ***: No way, it was your screw up you do the crediting!
M*** ***: "Sorry, the order you are attempting to view either failed or does not exist."
M*** ***: I got this twice!
Izeal: Unfortunately since it is past the movie time the theater likes to compensate the customer because the tickets belong to the theater.
M*** ***: I going to turn this in as fraud to my bank then
Izeal: And you should also contact the theater so you can discuss your compensation.
M*** ***: I run a website of 30,000 forum members I am going to be sure to post my experiences with Fandango and a copy of this chat!
M*** ***: No I gave you the money you refund it, Why should I have to waste my time and gas to go 20m miles to fix your mistake?
Izeal: It is the theaters policy to discuss compensation after the movie time.
M*** ***: And you lied, It was all over facebook last night, you are lying!
Izeal: Mark, I don't have a Facebook so I have no idea what you are referring to.
M*** ***: I dont care what the theaters policy is, I gave you the money not the theater. it shows on my account that the charges are from fandango
M*** ***: You work in customer support thus you know what happend don't play ignorance
Izeal: Mark, you need to contact the theater for compensation.
M*** ***: No! refund my money. Give me your supervisor!
Izeal: There is no supervisor on chat at this moment, you would have to call 1-866-857-5191 to converse with a supervisor.
M*** ***: And get put in another endless loop, no! Fix this! Fandango screwed up and now you refuse to fix or even acknowledged that you screwed up!
Izeal: The most that I can do is submit a refund request, but I cant guarantee that you will receive a refund.
M*** ***: I saved the error page and I saved the facebook page from last night with so many people complaining that the page was scrubbed!
M*** ***: The most you can do is refund my money! And stop acting like its any fault but Fandangos!
Izeal: I am not the refunds department. I can submit the refund request for you.
Izeal: Once our chat session is concluded I will forward your request to the appropriate department for further investigation of your refund request. You will receive a follow up contact in the next 5 to 7 business days at the email address you have provided to us.
Izeal: Mark, you contacted us today about a refund. Is there anything else I can help you with today?
M*** ***: My chat is not concluded!
M*** ***: Yes a refund!
M*** ***: Now!
Izeal: I will submit the refund request for you this very moment. You will receive an email regarding the status of your email within 5-7 business days.
M*** ***: And an apology and an admission that Fandango acnowledges they had a problem last night
M*** ***: You know, that thing known as the truth!
Izeal: I will submit the refund request for you this moment. I do apologize for your inconvenience.
M*** ***: And an admission that there was a problem with Fandango last night!
Izeal: I cant admit anything because I personally am not aware of that.
M*** ***: There is no way you cant be aware. Customer service was hammered last night, and you work there so your colleges would gossip
M*** ***: Its likely your management has forbid you to admit the truth but that is no excuse for me the customer to be lied to
Izeal: Is there anything else that I can assist you with today, Mark?
M*** ***: I did nothing wrong but use Fandangos service and its cost me $47 for absolutely nothing and I get 2 hours of frustration last night and treated like nothing happended today
M*** ***: Yes
M*** ***: Yes an admission that Fandango was at fault for this error
M*** ***: The admission matters as I need it for proof if there is a dispute with the charges. Charges that Fandango is liable for because of their failure, not mine!!
Izeal: I can't admit anything that I don't know about.
M*** ***: So ask what happened last night, I will wait
M*** ***: Call who ever was there dealing with the overload, I'll wait
M*** ***: I won't be put off
M*** ***: I am in the right to expect the honest truth
Izeal: I agree with you, however, I can't admit to something just because someone on Facebook said it.
M*** ***: OK don't rely on Facebook, forget Facebook, just ask the people from last night in your own call center, I'll wait
Izeal: There is no one here that worked last night. This is the morning shift.
M*** ***: Call them at home, call last nights nights manager, ask your own manager on this shift what he/she knows about last night
Izeal: I have asked and no one is aware of what you are talking about.
M*** ***: Funny you have even published about it I just googled it
M*** ***: To our customers: We apologize for the error many of you have encountered today while trying to purchase tickets with us. We are aware of the issue and have been working to fix the problem to ensure that these errors are resolved and will no longer impact your ability to purchase tickets with Fandango. Additionally we realize that many of our Gmail customers are not getting their confirmation pages directly to their inbox. We have been working with Google to ensure that confirmation emails sent by Fandango are no longer routed to your SPAM filter.
Unfortunately these errors and the popularity of the films currently out in theaters have caused drastic impact on our hold times when trying to contact us to speak to a customer service representative. We are working as quickly as possible to answer all our customers in a timely fashion.
Again, we apologize for any inconvenience and we thank you for making Fandango your choice for movie tickets.
M*** ***: How would live chat not know this?
Izeal: You received the message I have not. That would be the admission you need.
Izeal: Is there anything else that I can assist you with today, Mark?
M*** ***: I'm happy to copy today's page and send it as an attachment, you know so as to keep you current on what happening
M*** ***: Yes an acknowledgement that Fandango failed on my order and is responsible to refund me the charged amount
M*** ***: https://www.facebook.com/fandango/posts/10151425204406200
M*** ***: Or just click on your own link
Izeal: Once our chat session is concluded I will forward your request to the appropriate department for further investigation of your refund request. You will receive a follow up contact in the next 5 to 7 business days at the email address you have provided to us.
M*** ***: Id prefer the acknowledgement right now as it is proof in a dispute of who is at fault
M*** ***: I won't chance losing and having to pay the charge when I know I am in the right. Fandando needs to admit that they are responsible for the refund now before I leave chat
M*** ***: Did you click on the link?
M*** ***: https://www.facebook.com/fandango/posts/10151425204406200
Izeal: You have received an official email from Fandango that you copied and pasted into this chat.
M*** ***: Did you click on the link?
Izeal: Unfortunately, we are not allowed to peruse Facebook on company time.
Izeal: Is there anything else that I can assist you with today, Mark?
M*** ***: Well I would like you to ask your manager to allow this as it is to Fandango's own facebook page and it is necessary to complete this dispute, it also informs its own employees of the status of Fandango last night and clears up the ignorance of what I have been speaking of in this situation
M*** ***: Does Fandango not wish its customer service employees to have knowledge pertinent to its own customer service issues? One would think it would make customer service much more efficient to, you know, actually know what 's going on. And as you have admitted you have heard nothing about this issue.
Izeal: M*** you are requesting a refund per our conversation. I am submitting the refund request for you now. What else may I assist you with.
M*** ***: Yes an admission that Fandango is fully responsible for the charges from fandango last night before I leave this chat
Izeal: M*** I am not in tech support or the Corporate office. You have the official stance from your Facebook information. I am submitting the refund request for you. Thank you so much and please have a great day.
M*** ***: This ensures that I am not wrongly charged in the dispute of your charges to my credit card last night for Fandando's error in attempting to purchase tickets from your service.
M*** ***: You are customer service, this customer wishes service on the disputed charge. To resolve this I need an admission that the fault was Fandango's as that will prove to my bank that I should not be financially liable for the fault of Fault of a Fandango failure. I
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Izeal: Call 1-866-857-5191 to converse with a supervisor.
Izeal: I will submit your refund request right now.
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M*** ***: I'm guessing that Corporate and IT Tech Support don't run a customer service chat line, that is what you do so I have only you to represent Fandango in this matter
Izeal: I am not going to admit to something that I have no right to admit to. The best thing for you to do is call so you can converse with a supervisor. At this time there is nothing more that I can assist you with regarding an admission.
M*** ***: This number you gave is the same level of tech support as chat, the only difference is speaking instead of typing
M*** ***: How about you have someone contact me about the problem?
Izeal: Correct, but then you will have the option to speak to a supervisor.
Izeal: We don't have the capability to call out.
M*** ***: How about Fandango contacts me about the problem instead of me trying to contact them as I've gone in depth with my needs in this situation and do not wish to just go through another tiered system since I have clearly shown the problem
M*** ***: I find that to be utterly preposterous
Izeal: When you call the supervisor will be able to read this chat and be fully up to speed about your issue.
M*** ***: Phones work in two directions to say otherwise is not true. Maybe it is your policy but it is not fact
M*** ***: Here is my phone number 503-***-****, I wish for someone at Fandango to call me to resolve this situation
Izeal: I will forward this to our corporate office and they will contact you.
M*** ***: <broken link removed>
Izeal: I understand sir that you want me to admit something that I have no real proof or knowledge of. I can not admit that for you. Is there anything else I can assist you with.
M*** ***: Yes I wish you to guarantee my refund
M*** ***: You being Fandango
Izeal: Because the tickets are the property of the theater there are times when the theater prefers to issue compensation on their end; which is why we cannot promise a refund before the investigation is done.
M*** ***: Ok, now were talking, so, what are your criteria for refunding in this investigation?
Izeal: I am not in the refunds department. The refunds department will review your transaction and reason and will contact you in 5-7 business days to give you the status of your refund Mark.
M*** ***: Well what can you tell me about the investigation that you referred to? How is it handled?
Izeal: Through the refunds department.
M*** ***: And what will this refund department do?
Izeal: Review the your details.
Izeal: Then contact you in 5-7 business days.
Izeal: Mark, at this time I am going to have to disconnect the chat because I have assisted you with everything that I can today. Thank you for your time and please have a great day.
M*** ***: Will they contact me directly and ask my side? will they read this chat? You're not giving many details other that what seems to me as I'm being passed off with no recourse than to hope that some faceless corporation deems me worthy of a refund. A company I might add that has policies that I find deceiving to the point of lying to its costumers
Izeal has disconnected.
