Ben Popken

Minutes before my 1:30pm deadline, @StubHub called me, apologized, promised to investigate their systems errors, and I have receipts that my funds are on their way. Wow. All it took was sending an insane email to 30 people to get one person to finally do their job. #EECB

In modern customer service fashion, the at @StubHub account has engaged me in a DM, promising to look into my issues and taking the conversation off a public forum. So far they have asked for proof which I’ve given. Once again they offered some condolences and said how they understood how frustrated I was. But this smells like more AI-generated nonsense. However, the account did claim to be a person working on their social media team. They have screenshots from their own system, saying the tickets were delivered. They have a string of emails from themselves showing their error. I have screenshots from the team ticketing office showing these tickets were scanned and used at the game. All it takes now is that most precious of resources and actual human to look beyond what’s on their computer screen and to make an intelligent decision to solve this now before it costs their company more. The problem is that every single input to this company is just a series of funnels that all direct into the same stupid pipeline where AI and script-powered chat bots and low level representatives keep making the same mistakes over and over again, companies call this efficiency. It’s really just another version of the McKinsey consulting firm advice to delay and confound your customers’ claims until they give up. But what they see as their strength will be their undoing when their house of cards is exposed and implodes. My deadline of 1:30 PM Eastern stands before I begin my 10 step ladder of escalation. It starts with updating the story with all the gory details. It includes a stop in a small claims court where they will lose. And it could involve all of their email addresses being published online for anyone who needs help. And then some. Maybe we are just living in an era where truth and reputation doesn’t matter. The only thing that matters is AI cost efficiency and large-scale fraud. It’s an AOL call center all over again. Things never change, just the tools and lies they tell.

This is where @StubHub’s AI slop customer service desk goes.

In the style of a @NealStephenson "Snow Crash" homage @Grok explained to me why @StubHub customer service is so bad. It's a fairly decent low-poly rez rendering. teapaw.org/i/grok/share/5HvZQbjPR…

What's the worst online ticket company?

Ask your CEO for my sale number. It's in his inbox.

I emailed 30+ @StubHub leadership contacts to let them know they have until 1:30 EST on Friday Nov 21 to live up to their deal or I will begin my 10-step escalation plan. It has 11 steps. I will take this to 11. #EECB #StubHubSucks