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Printworks responds after tout ‘attack’ causes fans to be charged up to £1,500 in ticket mix-up

London venue Printworks has responded after fans complained after an ‘attack’ from touts led to them being overcharged for multiple unwanted tickets – some to sum of up to £1,500.

Today at midday, tickets went on sale to the London venue’s ‘OO2’ run of closing shows for 2017, featuring the likes of Chemical Brothers and Richie Hawtin.

“December kicks off with a Printworks debut from one of London’s longest running party brands, Bugged Out!, bringing The Chemical Brothers to London for a headline DJ set,” Printworks told fans in a pre-sale email. “A double-header closing weekend sees the welcome return of Paul Kalkbrenner live on Saturday 9th December, following on from the incredible success of his sold-out show for their Issue 001 closing weekender earlier this year.

“Reaching the big finale on Sunday 10th December, Printworks close their Issue 002 music series with a stand-out event that unites pinnacles of techno from across the globe, hosted by Richie Hawtin’s PLAYdifferently technology brand.”

However, many customers then experienced the purchase page crashing before receiving an error message. Some were then shocked to realise that orders had been processed – but in some cases for multiple tickets that they didn’t order. Some even complained of being charged between £500-£1,500.

If the ticketing system was fine I wouldn't be £1500 out of pocket and trying to sort a refund out, would I?

— Anne Marie Greig (@_A_M_G) September 26, 2017

@Printworks_LDN hiya babes I’ve been charged for tickets I didn’t even buy. What’s the best method of getting in contact to sort this?

— Tarren Hartland (@tarren_hartland) September 26, 2017

actually give up how can I be charged £500 by printworks when I was just trying to buy 3 tickets ????????????????????????

— hans (@hans_xoc) September 26, 2017

#Printworks have blocked me for complaining that this error message was incorrect & that payment had gone through & I ended up paying twice pic.twitter.com/1VfJdiRbOW

— Az (@Az__Huss) September 26, 2017

I’m a little offended by your wording.

*Not* our mistake but the ticket processing company’s.

And we still have no email confirmation

— Amanjeet Dahaley (@A_Dahaley) September 26, 2017

Check your account, its likely that these have been processed and you now have multiple tickets

— Caroline Purslow (@CarolinePurslow) September 26, 2017

Really this should read 'if we have charged you for multiple tickets you didn't want'

— Caroline Purslow (@CarolinePurslow) September 26, 2017

What a joke. Logged on at 12 and no cheaper tickets at all now have multiple tickets!

— Helen Robinson (@HelenRobbo79) September 26, 2017

What about the fact I purchased 1st release but no tickets came through? now have 4 3rd release…only wanted 2.

— Nick Reynolds (@NickRey04496871) September 26, 2017

Responding to the complaints, Printworks told customers on Twitters: “If you have bought multiple tickets by mistake for December shows please email info@tickettannoy.com. They will be able to issue refunds.”

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Hi. Email info@tickettannoy.com and you will be refunded. Sometimes technology goes wrong, but we'll sort it! ????

— Printworks London (@Printworks_LDN) September 26, 2017

A Printworks spokesman then told NME: “Unfortunately due to the popularity of the printworks Issue 002 events, today’s on sale has been heavily targeted by fraudulent transactions. This attack has resulted in the automatic payment security failing an above average number of customer transactions.

“Failed customers repeatedly refreshing at the time due to the failure, has also resulted in a number of customers being charged twice for their purchase. We are responding to all customer queries as quickly as possible and any customers that have been charged twice will be refunded. Anyone needing a refund should contact info@tickettannoy.com.”

26/09/2017 16:55:56
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