Complaints

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• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Complaint: 21670426
  
  
  
  I am rejecting this response because:

  I am telling you about the extremely poor planning on Subfest’s part and the long lines experienced by ALL visitors, not just me. I don’t have an issue with purchasing the ticket the day of. Obviously a wristband would not be mailed in that timeframe. Why would you even think something like that? I have an issue with waiting in line to convert it to a wristband. You did not offer the ability to mail the wristband in advance to ANYONE! And you clearly saw the result of that foolish decision: extremely long lines at the entrance gates. That decision was foolish because other events in the local area, like Tortuga, mail wristbands in advance. Even Sunfest in previous years just scanned electronic tickets, so there was not a ridiculously long line to convert an electronic ticket into a wrist band and THEN enter. You are being told how efficient your operations were and you are being asked what you plan to do to improve next year so that you don’t make the same foolish mistake again. It’s foolish because you could have easily used an example from somewhere else, and learned what already works best for everyone. Sunfest failed to realize the incredible waste of technology employed at Sunfest by requiring ALL visitors to convert their electronic tickets into a wristband on day 1, with NO advanced mailing of wristbands whatsoever. Your policy is foolish and shows a complete lack of understanding on how to achieve efficient operations for entering a major festival by using technology correctly. Explain what improvements you will make. You clearly did not take the time to read the resolution that was requested, which again shows a lack of understanding. 
  
  
  
  Sincerely,
  
  
  
  Ryan Bowersox

  Business Response

  Date: 06/03/2024

  Complaint Involves:
  Refund Or Exchange Issues
  Customer’s Statement of the Problem:
  Sunfest did not send out wristbands in advance via USPS. This is completely
  unacceptable. The event was terrible on Friday because everyone had to convert an
  electronic ticket into a physical wristband, which is the dumbest use of technology I
  have ever seen on my life. Clueless individuals are making decisions and they clearly
  have no idea how technology works.
  Disputed Amount: $200.00

  RESPONSE:  
  SunFest did not indicate at any time that wristbands would be sent in advance of purchase, 
  Customer purchased two tickets to  SunFest on the day of each date of entrance.  Ticket #1  (Friday) was purchased Friday May 3 at 8:11 pm via online purchase and scanned in our gate at Fern Street at 8:20 pm 
  Ticket #2 (Sunday) was purchased on Sunday, May 5 at 5:32 PM via online purchase and scanned in Clematis St gate at  6:52 pm.  

  When tickets were presented at gate they were scanned and exchanged for a wristband as all online tickets were.  All event procedures for exchange of ticket for wristband were followed. 

  Again, no where had SunFest indicated  wristbands would be provided in advance.  Both tickets were purchased same day of event so an advance wristband issuance would not apply if that was a policy which it was not.  

  Desired Settlement:
  Other (requires explanation)
  The company is expected to mail wristbands for advanced purchases, according to a
  pre-defined schedule, in a similar manner that Tortuga in Fort Lauderdale conducts its
  event. Sunfest is never to make the same mistakes ever again

  REPSONSE 

  SunFest and Tortuga are two separate events and not related in any way.  Ticket policies are for two separate events.  

  All tickets purchased were purchased via our online system day of event.  Customer scanned both tickets into the event both days of the event.    There would be no reason to refund this ticket purchase.  

  Business Response

  Date: 06/04/2024

  All tickets were exchanged for a wristband.  The RFID system that we implemented this year applied to all ticket types. The benefits of an RFID wristband include the following:

  • Re-entry
  • Limiting fraud
  • Ability to load upgrades on one wristband

   

  The RFID wristband offers customers the ability to leave and re-enter the festival.  A benefit that is not provided by many festivals.    SunFest made the decision not to send wristbands in advance based on conversations with the RFID technology provider.  An issue SunFest faced on Friday evening was an equipment issue with the technology company and discussions for improvements are already underway for next year.   

   

  We do appreciate your feedback.