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Editor: Xiao Wei Tea Party
On the evening of May 11, 2024, Lin Junjie's Jinan tour is in full swing. The audience suddenly shouted in the venue, "Refund the ticket, change the seat", like a sunny lightning at night, which made the people who were originally elated and immersed in the rhythm and melody stunned for a moment. Later, it was learned that this was due to a controversy over the issue of the view of the seat. Some netizens said that it cost 980 yuan, but they couldn't even see the screen of the stage, and the audience's complaints and disappointments suddenly broke through the barrier of music and poured out.
At the hearing, the staff of the customer service hotline of Damai.com said that they would feedback the problem to the organizer for verification, and as for whether the ticket could be refunded, it still needs to wait for the verification result. When the reporter tried to contact the organizer - Shandong Youpeng Cultural Development Co., Ltd. many times, the phone was never answered, making everything seem to fall into a silent black hole.
The audience, including Ms. Wang, was deeply dissatisfied with the appeal of her emotions to the Internet. Ms. Wang said that she is a die-hard fan of Lin Junjie, and this time she also spent 980 yuan to buy a concert ticket on Damai. When she arrives at the scene, she finds a row of iron railings next to her seat that blocks her view. For her, this undoubtedly knocked her expectations to the bottom. "I ran hundreds of kilometers to watch the concert, but I couldn't even see the screen." Ms. Wang said regretfully. After the concert, she and other affected audience members expressed their strong dissatisfaction with the performance. There was an uproar in the comment area, and some netizens questioned the responsibility and integrity of the organizer. Many people expressed their disappointment with the reply from Damai.com's customer service.
According to the complaint hotspot analysis report organized by the National Consumer Association in the first half of 2023, the situation of buying high-priced tickets but not being able to see the singer has been exposed many times. What's more, many fans shouted in the comment area, "I didn't find where Lin Junjie was in the night after buying the tickets for the show." But the issue of refunds is even more difficult. A refund solution in one place doesn't necessarily work in another. Uniform operating procedures are also unacceptable.
On May 9, the Jiangsu Provincial Consumer Protection Commission released a report on the policy of Lin Junjie's concerts, pointing out that the refund policies for Lin Junjie's concerts held at different venues were inconsistent, which caused confusion to consumers who purchased tickets. For example, the May 25 concert in Suzhou, the June 22 concert in Harbin, and the April 13 concert in Tianjin all have different refund policies. This situation can easily mislead consumers.
In order to protect the legitimate rights and interests of consumers and improve the fairness of the cultural market, it is suggested that relevant departments and institutions should issue unified regulations on entertainment performance lists and refund policies as soon as possible, so as to completely solve this problem that causes consumers a headache. At the same time, the responsibility of the organizer and the ticketing website cannot be ignored, and they should respond positively to consumer complaints and suggestions, and implement reasonable and orderly solutions. As fans, our love for idols is beyond words. In order to catch a glimpse of our idols, we are willing to spend time, money, and even travel hundreds of kilometers. And this kind of dedication deserves to be respected and rewarded accordingly. Performance tickets should not only be a piece of paper, but also our expectations of idols and our desire for excitement. When we are looking for idols in the sea of people, but we can only look at the back of the railing, the pain of disappointment, I believe that anyone who loves music and chases stars can't bear it.
What can be done to change this? We advocate that all sectors of society should work together to comprehensively improve the viewing experience of concerts, from safeguarding the rights and interests of consumers and ensuring that music venues are well equipped, to optimizing seating distribution and improving the comfort of the live environment. What we look forward to is not only a musical feast, but also the benign development of the entire industry, and the best harmonious relationship between consumers and performers.
As we all know, the success of the concert is not only the credit of the singers, but also the professionalism and dedication of the organizers behind it. Stars can bring audiences, but whether they can retain the audience depends on the quality of the concert. Shandong Youpeng Cultural Development Co., Ltd., as the organizer of this Lin Junjie concert, its role and influence cannot be ignored. On the issue of seat view, which consumers are so enthusiastic about, their attitude has temporarily become vague and unpredictable.
It is understood that the company's business covers performance and brokerage business, conferences, exhibition services, advertising business, graphic design and production, and domestic cultural and artistic exchange planning. Such a wide range of business coverage also reflects the company's large scale and certain industry influence. Although they have a certain position and influence in the market, they should have enough dedication and responsibility to deal with the rights and interests of consumers.
Consumers buy high-priced tickets and go to concerts to enjoy their favorite singers up close and feel the joy of sharing music with their idols. Such a simple wish becomes out of reach due to the problem of the perspective of the seat. From the complaints of consumers, we can see their disappointment with the concert and their dissatisfaction with the organizers. In this matter, the reaction of Shandong Youpeng Cultural Development Co., Ltd. is particularly important. After all, the ability and attitude of the organizer will directly affect the success of the concert and the satisfaction of consumers. However, they have not responded to consumer complaints, and their calls have never been answered, which has undoubtedly deepened consumers' doubts about them. The organizer shall be responsible for whether the requests of many consumers for ticket refunds and seat changes are met.
Music and art should bring people joy and enjoyment, not annoyance and controversy. As a member of the performance market, Shandong Youpeng Cultural Development Co., Ltd. should be responsible for its own behavior and the rights and interests of consumers. In the face of consumer confusion, it is their responsibility to give a clear response. On this issue, the Jiangsu Provincial Consumer Protection Committee has added a light. On May 9, the agency released a report pointing out that the refund policy for JJ Lin's concerts held in different cities and venues was not uniform. This cannot but make consumers wonder. What is the reason for the inconsistent refund policy? What kind of impact does such a question have on consumers? Will it bring unnecessary trouble and distress to consumers?
In this regard, the staff of the customer service department of Damai.com said that they would feedback this problem to the organizer, Shandong Youpeng Cultural Development Co., Ltd. However, as with many previous attempts to contact them, the call never went unanswered. This makes people can't help but question the integrity, responsibility and ability of Shandong Youpeng Cultural Development Co., Ltd. Are they able to address consumer complaints? Recently, there have been consumer complaints that in Lin Junjie's concert in Jinan on May 11, there was a situation where the identity information of the same "spectator" was purchased on both platforms, and the cost was as high as 2,360 yuan. When he wanted to apply for a change or refund of the ticket, he was rejected by the organizer and the ticketing platform. In the end, although some consumers claimed that the ticketing platform had promised to refund the ticket, this also obviously brought great trouble to consumers.
In this case, why do the organizers and platform companies blindly shirk responsibility, as if they have not done anything wrong from beginning to end? But consumers are not stupid, they know that these are like corporate PR words, as if they use the tone of "we'll try to solve it", but there is no substantive action. When consumer rights are violated, they have the right to say no and the right to seek adjudication.
Nowadays, the issue of disengagement has become an obvious mole in the music performance market, and it has also attracted more and more public attention. In today's booming performance market, we should also realize that this link carrying consumer rights and interests should not be ignored. How to avoid such problems while satisfying consumers' enthusiasm for watching the performance is what we need to consider and solve. The reality is worrying. Taking JJ Lin's concert as an example, the high ticket fee cannot guarantee a first-class viewing sight, and the refund policy of buying tickets out of sync makes consumers question the integrity of the organizer. The inconsistent refund policy in different regions has caused a series of problems, and consumers cannot find a unified solution and are unable to defend their rights, so they can only speak out on the Internet to express their dissatisfaction with the organizer's service.
On this issue, we doubt whether the organizers have fully considered the rights and interests of consumers, and whether they have neglected their social responsibilities in addition to the pursuit of box office and profits. In order to avoid the recurrence of similar problems, the organizer should conduct regular self-examination and reflection, formulate a unified and fair refund system, and provide consumers with a fair and just ticket purchase environment. The cheers of music fans are a celebration of the artist's art and an expression of his love for music. The success of a concert requires not only excellent artists, but also a professional organizing team, and most importantly, respect and care for consumers. After all, consumer satisfaction and evaluation of concerts are important criteria for testing the quality of concerts.
Relevant departments also need to show a sense of responsibility, regulate the concert market, preside over justice, formulate and implement a fair refund and seat change policy, and take the comfort and satisfaction of consumers as the starting point to protect the best interests of consumers. Only by being open and transparent about these problems can we truly solve the problem and take action to tell consumers that we respect your rights and interests, and we value your every feedback. Only by trying our best to protect the rights and interests of consumers can we make the power of music no longer subject to any constraints, so that every concert can become a unique memory in the hearts of thousands of music fans.
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