Real Salt Lake Soccer (and Reply)

Mr. Schetzel:

My name is Angela Baarz. First off, I couldn't find an e-mail address for customer service on the Real Salt Lake website under "contact us" so I am e-mailing you since this matter is ticket related and you are the VP of Ticket Sales and Services.

My husband and I attended the Real Salt Lake Soccer match against the San Jose Earthquakes on June 1 of this year. We ordered our tickets on May 17 and requested the tickets to be mailed to us. As the week of the game arrived, we still had not received our tickets. The tickets did not arrive in the mail until June 3, 2013 - two days AFTER the game. Luckily we were able to go online and change our ticketing options to print them at home, so we were able to go to the game as planned. (It was a great game, too. We are glad we went.) When the actual tickets arrived on June 3rd, we noticed the ticket printing date on the tickets: 5/30/13. My question is: When tickets are ordered two weeks in advance, why would you not print the tickets sooner - especially when they have to be mailed. If the tickets were printed May 30th, the best case scenario is that they will get mailed May 30th. That gives the tickets 2 days (at most) to get to the proper destination. Isn't that cutting it kinda close? Don't the game patrons deserve their tickets sooner than the day of the game? And this is assuming the tickets actually arrive in time - which in our situation, they did not. I suggest looking into how ticket purchases are processed, printed and mailed, because it appears there are flaws in your current methods. Thanks.

Sincerely,

Angela Baarz

*********************

Angela,

Thank you for writing.  I agree with you completely.   Tickets purchased online are printed and shipped from our call center in Dallas.   We have been having issues with the call center printing and shipping tickets on time and we are looking at taking the operation in house and shipping ourselves from Sandy, Utah.  I appreciate your email and I am glad you were able to change the method of delivery in time to get your tickets and enjoy the game.  I have copied the call center so they can see the issue and take steps to improve it in the short term.

Michael Schetzel

**********************

Random Fact: It took literally 7 minutes from the time this letter was sent via e-mail until I received a reply.