#narconevent

in this world it’s either KILL or be KILLED  ; )

Some photos from Närcon!

http://layneluscious.tumblr.com/post/93395090217/complaint-about-the-artist-alley-at-narcon-2014

This is the mail I just sent to customer service. Several of us at the AA talked about these issues and about sending mails complaining, so here is mine!

This is the mail I just sent to customer service. Several of us at the AA talked about these issues and about sending mails complaining, so here is mine!

"Last year was my first Närcon and I had a great experience taking part in the Artist Alley, this year, however, the experience wasn’t as nice.

First of all, the location in the Key-house with the videogame area was definitely not good for us artists. We are not the biggest attraction, but when people do see us, they start considering buying something or getting a portrait done. Last year we were in the same building as the stores and towards an exit to the yard where plenty of activities were happening, like the pools, the stage, some food, etc. This made for a very nice flow of people which allowed us to do what we pay to be able to do at conventions: Show our art to many people and get to sell something.

This year the flow of people in the Key-house was underwhelming. Gamers usually sit around a lot, so we didn’t get many people to wander around and look at our art. This was already bad for us, but it got worse for a few of us.

I arrived a little passed 10 and was told to go to a different room, which was sort of behind the BFB room and main room, and choose a place. I didn’t understand what that meant until, while I was sitting in this empty room, they came with a table and told me that that was going to be my spot. We were about 7 artists in that room, while all the rest (20+) artists were in the main room. There were no signs indicating the public that we were there. Several of us went to talk to the AA-coordinator and they told us that they’d set up signs, which were poorly handmade and barely visible. During the whole day only a few people walked in, not at all the same volume of people from the main room.

When it was an hour left to close I asked the AA-coordinator if I could use a table in the main room since some people had left. She said that if there weren’t enough tables for all 7 that were in the small room then she couldn’t allow me to move because the others could complain. Honestly, I didn’t see the logic in that, we should be considered as individuals and not as groups, so if I seek to find a solution for what I experience as a problem, the coordinator should take my case and help me with it, instead of denying it based on “in case that the others complain”. In the end, there were enough tables, but only 4 of use wanted to move. It was here I managed to finally sell a little!

During the day I asked them what would happen the next day, if I could change location and they said that the system was “first come first serve” so if I came early, I could choose my place, but then when people were wrapping up I noticed that many were leaving their tablecloths and some signs, so I asked another of the coordinators and she said “those who are staying for two days get to keep their tables”. So it was not first come first serve after all. There was clearly a lack of communication between the coordinators here.

Another issue was that many artists want to sit together because they are friends and in that way we can help each other. A friend sent a request to sit next to me and they said it was possible, but then on the day itself they gave us the excuse that “they couldn’t find a system that worked to get people to sit where they wanted”. I cannot really understand how last year there was no problem with this and this year they cannot use the same system as the previous year.

Last year I made a little over 3000 crowns in sales, this year I barely made 1000, and the first day, due to the location, only gave me about 200 crowns in sales. I know you cannot ensure how our sales will go, but I blame the organization directly for the lack of sales on the first day due to positioning us completely hidden from the public, with no real signs, not allowing us to get that many clients nor that many people to see our art and meet us. I would, in fact, like the money I paid for my table that day back.

I really hope that you look into this, because it is really surprising that the AA went from being well located, well organized and a place where you could expose to large crowds and sell a lot to being severely unorganized, excluding and a big loss for many of us artists. It feels like we are not taken seriously, even when we paid to be there!

I really wish to return to Närcon because it is a big event and a big market for me as an artist, but if the AA will be any similar to what it was this year, I will be very reluctant. I think it is a shame to have to think this way, but I really hope it improves!

Looking forward to an explanation"

Here’s the mail I got 8 days later, surprisingly enough on the same day I complained about having to wait so long on their Fb page):

“Hi,

It’s very unfortunate that you feel like you’ve been treated unfairly and that you feel that the location was worse than earlier years. We’ve gotten more positive feedback from our exhibitors for this year’s Artist Alley than ever before, so I will make sure to forward your critique to the responsible organizer. 

NärCon does not take responsibility for the sales of any of our merchants (Artist’s Alley, stores or performers), and we can therefore not give you a refund for the table fee. 

Best regards,

Daniel W. Ullenius”

Obviously he didn't read my e-mail. Here's my answer

”Dear Daniel,

I personally talked to about 13 artists (the ones that had to be in the small room) and the consensus was that last year was much better in term of sales and exposure. Even a couple that weren’t in the small room also said that the AA was better last year, so I cannot believe in your statement as I have not read such feedback from the artists myself, though I would love to see the feedback you speak about to be able to believe it. The general public has a different opinion and for them it seemed to be better, but not the artists.

While I agree and have stated in my previous e-mail that I know you cannot take responsibility for the sales, I do believe you are responsible to inform people in advance where they will be located. Nowhere on the website, on the map that was distributed nor in the information booth at the convention was indicated that a small group of artists would be in that room. Basically, you informed us that we would be located in a section of the building, and then placed us somewhere else where public did not expect us to be. When I paid my fee it was to be part of the Artist Alley, and since I was not placed in the Artist Alley, the place you designated, advertised and marked in a map as AA and informed about to the general public, you did not deliver the service that you were offering. This is why I still stand by my request of a refund. 

If I wanted you to take responsibility for my sales the sum would be a lot higher, but all I’m saying is you did not deliver what you promised and this is false advertisement.

This is not a critique, this is a complaint, and I expect it to be handled in a reasonable way. A critique would be to inform of the AA location before you release the passes so that we can judge ourselves whether the location is suitable and worth paying for.

I do thank you for taking the time to reply and hope for a solution.”

An so it continues, they refuse to admit that it was an organisation problem and the effect it had on us and our sales.

"Hi,

We were over 50 artists in the alley this year, so it’s not impossible that we’ve gotten a different view from different artists than you.

If you had come to us or the organizer of the Artist Alley during the event we might have been able to give you a refund and give your table som someone else. But, since you came to us after the event, the product you’ve purchased has been used, and we are unable to give you the requested refund."

And here's my reply:

"Daniel,

Let me try and explain this situation to you so that you understand what I am talking about. The first day, 7 artists were in a separate, unadvertised room, the second day, there were about 5 there, so I am talking about those who had the bad luck to end up in that room, not the rest that was in the correct location. Please understand that we were placed OUTSIDE of the area that you ADVERTISED and DESIGNATED. If this is not a mistake of some sort, I don't know how to call it, any suggestions?

Now that you have that in mind, realize that it doesn't matter if 100 people thought it was good, I was personally affected by your poor organisation and that is all that matters to me. When I noticed that things were this way, I did approach the organisers and asked them to move me out of there, which you apparently are not aware of even though I wrote that in my first e-mail, and the reply was that there weren't any available tables. I told them that nobody was coming in because nobody knew that we were there and that it was affecting our sales, and all they came up with was A4 papers pasted on the walls with "artist alley" written on them. Later that day when there was one hour left I noticed some tables were free and asked the organiser if I could move and she said I couldn't if there weren't enough table for all 7 that were in the small room. She allowed me to move in the end, but it was almost time to pick up our stuff and go.

So, I did not come to you just after the event, I did it during the event and my problem was not solved and the organisers were not at all helpful. Since I have had to repeat myself to counter your now obsolete argument for a non-refund, let me know, what is the next excuse? What other unwritten reason is there for me not to get my money back?

I do not understand why it is so hard for you to accept that you advertised something and delivered something different, that you still cannot admit that this was detrimental to me, a client, someone that pays for your services. Why can't you admit that it was a mistake in the organization and understand the consequences it had?

I went to Närcon this year expecting to repeat the positive experience of last year and all the time and money I invested were wasted when you (the organisers) decided to put a handful of artists in a different room, all I am asking is for a small percentage of all I lost back, because I feel it is the right thing to do. You cannot charge people for something and then arbitrarily give them something else and just shrug and look confused when people demand that things are fixed, nor assume that people didn't try to contact you.

On the other hand, there is nowhere written in the website that if I do not complain on the spot about it then I cannot get a refund. I've read the purchase terms and nowhere does it state any given procedure in the event that you fail to deliver the advertised service. 

How do you take responsibility as a company?"

Which was followed by the now standard nonsense reply:

"Hi,

 The room your table was placed in is also a part of the Artist Alley. We’re sorry that you feel that the room lacked exposure, and we’ll of course take your opinion into consideration when we plan the Artist Alley for next year’s event."

And my last reply before they went home for the day:

"Dear Daniel,

According to this map published on your website, that room is not part of the Artist Alley http://peppen.narcon.se/2014/nc2014-key-huset_markplan.pdf

There were no signs indicating that it was nor information about it. The information booth didn't know there were people there either. This is not something I am making up, it's actually right there for everyone to see.

This is not an opinion, it is a complaint, you are avoiding my questions and making me repeat myself.

This is false advertisement, I complained then and I complain now, and I am getting frustrated. This is terrible customer service and I won't take no for an answer unless I am given a written document where it states that you are free to make arbitrary arrangements during the convention without the consent of the clients, directly affecting them and their sales, and not give a refund upon complaint."

________________________________________________________

I was disappointed when I came to Närcon and realised we would be in that room, but I am even more disappointed by the replies I've been getting from this person. I truly do not give a fudge about the money, it's such a small sum it won't make up for anything really, but the thing is, this is a company, and companies earn money by selling things to people like us. When we just accept companies to screw us over they will simply continue doing it. Their lack of self-criticism and sense of responsibility makes it clear: their priority is profit. Letting go of the 150 crowns is a low enough cost to guarantee that me, the client, will come back, be pleased that they took responsibility for their actions, and continue being a client. I'd even praise them and bake them something. But no, they choose to try and dismiss my situation.

On Monday I am calling Konsumentverket and see where I can take this thing. I was raised in Chile where companies try to screw you over on a daily basis so fighting against companies is like a hobby to me, and a hobby I am really good at.