Canceled Shows, Refunds, VIP Packages and Artist Arena

Canceled shows bring out a lot of emotions in fans, in Duranies. For those fans, like myself, who held tickets to one of the shows that didn’t happen, the first thoughts were emotions, including shock, disappointment, anger at the world, and more. Those emotions are what were seen throughout Duranland as people attempted to come to grips with their own personal change of plans or with what this meant to the band and the All You Need is Now era. I doubt that anyone thought about the actual details of those canceled shows much in the first day or so. Perhaps, the fans who held tickets pondered if the shows would be rescheduled and if so, when. Even so, there probably wasn’t a ton of thought given to the steps that would need to be taken in order to get one or five shows rescheduled. At least, there wasn’t for me beyond the obvious ones.

Now, of course, the emotions have lessened and people are thinking more about the details associated with the canceled shows. For those of us with tickets, this reality is all about the refund once we knew that the shows wouldn’t be rescheduled. I have been through this part a bit before when the shows were canceled in the UK. That situation was complicated as two of us wanted to go back for the rescheduled shows and two of us didn’t out of the four who originally planned on going. Yet, in some cases, the tickets and the VIP packages to go with them were in people’s names who weren’t going back. Then, of course, the shows were rescheduled in a different order, which added a whole other layer of complication. In fact, it felt like weeks that we were dealing with emails back and forth from Artist Arena. While in that situation, things worked out, there was stress involved and imperfect solutions that took far too long to be settled. Thus, when the statement came out about how these shows weren’t going to be rescheduled, I became concerned.

Before the news regarding these canceled shows was even an hour old, I had typed an email to customer service at Artist Arena. Since I did not think it was a smooth process, I was determined to be assertive about my demand for an immediate refund. The first respond I got back was strange. The email said that they had to wait for confirmation that the plan was to give refunds. Huh? Why wouldn’t they know already? If the band had it posted on dd.com, wouldn’t their ticket agent know this? It did not give me hope but I did realize that the responders at customer service would not be those dealing with the band’s management. I responded again and the next day received an email saying that the matter had been closed. Great. What was done?! Who knew?! I certainly didn’t. Then, later that day or the next, I got another email indicating that a refund would take place. I actually checked this morning and, indeed, I did receive a refund. Good for them even if there communication was a little strange. I’m glad that it was this smooth and not complicated at all! That’s how it should be.

Of course, I have come to realize that my situation for Chicago was easy. I didn’t VIP there because there was no chance of doing so. Thus, I didn’t have to worry about the merchandise and how much money I would be refunded. Other people, for other shows, weren’t in the same boat, though, as they had done VIP. Rhonda and I did VIP for 3 shows on this leg and we had received our merch for all 3 at the same time before the shows happened. It sounded like most people got their merch around this same time, no matter when their shows took place. For example, the merch was received on August 15th. Some people had VIP shows that took place a week before that and others weren’t going to have their VIP shows for another couple of weeks. So, if everyone had received their merchandise, what was going to happen with the refunds? Would the fans have to return their stuff to get a full refund? Would Artist Arena only refund the ticket cost so that people could and would keep the merch?

Apparently, there was some confusion about this very question. It sounds like, initially, those holding VIP tickets were told that they would not be receiving refunds for the merchandise. Then, another message was sent out:

A Message from the DD VIP Fan Community:

We sincerely apologize for the cancellation of the last shows of the AYNIN tour. Though Enhanced Bundle purchasers originally received an email that they would NOT be refunded for the merchandise portion of the bundle the band, Artist Arena, Magus Entertainment and World Wide Fan Clubs have decided to refund everyone IN FULL and you may keep the merchandise as a gift.

Obviously, those people were then refunded in full and were able to keep the merchandise.

Over the course of this blog, we have, at times, criticized the fan club, Artist Arena, the ticketing process, etc. Yet, I have to admit that this seems like a generous thing to do. Clearly, they could have just refunded the tickets but didn’t. I’m sure that it cost them money but it will help with the fans in the long run. Fans will remember that this process of refunds was simple and quick. They will also remember that they got something, even if they didn’t get the shows.

Maybe, it is just me, but I’m glad that there wasn’t salt poured on a wound. I’m glad that something nice was done for the fans. 🙂

7 thoughts on “Canceled Shows, Refunds, VIP Packages and Artist Arena”

  1. I must say that I sent an e-mail to Artist Arena on Tuesday night this week, just because I would not be ale to go to a show if it was rescheduled.They got back to me right away and were very nice. I thanked them for their time and by Friday Morning I had received my refund. It was very smooth even though I believe it was because of the confirmation of no rescheduled time. At least that blow was softened.

  2. My experience with AA this year was also positive. I had ordered VIP for OC and i thought i bought front row based onthe seating chart. Through another duranie i discovered i was row 8…so i inquired that i was guaranteed first 5 rows for VIP. They had posted an old seating chart my mistake, which caused them confusion as well. They allowed me to get a full refund or keep my tix for normal price and refund the vip bundle. Very nice about the whole thing, i was impressed.

  3. Read this review of the Durham show that a friend emailed me today. I'm getting ready to leave the appropriate comments for the author but I thought you two and some of your readers might like a shot as well.

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