If you provide a platform, like Viagogo, for people to sell tickets then you should take some responsibility when things go wrong.
But Viagogo seems reluctant to take responsibility for what is happening to people like Letia and Shannon Hauraki, who bought tickets to see Bruno Mars on Saturday night, only to line up, and be told their tickets were invalid.
That means that the person who sold them via Viagogo was doing so knowing they were ripping off the buyer.
Viagogo profits in this scenario, as it takes a cut of the sale price.
Media queries to Viagogo were met with a response suggesting that the Northern Advocate check out the "frequently asked questions" section of its website.
That's a slack response.
From personal experience, I know it is difficult to find a phone number to call and speak to a person representing Viagogo.
I once purchased tickets on Viagogo as a last resort.
My earlier attempt to buy tickets from a legitimate website had not been completed, and I had non-refundable accommodation booked in Auckland but no tickets to the event.
A day before the event, I had not received the tickets and had to email Viagogo multiple times before I finally received them.
I was lucky - after a nervous wait in line we were allowed into the venue.
Even so, based on my personal experience, I will not use Viagogo again.
And this has been reinforced for me by the manner in which the company has replied to the Haurakis, warning the couple to not contact their bank, or there will be delays in the refund process.
Again, a poor response. This is a company not only lacking in protocols that prevent dodgy tickets being sold, but PR skills.
Viagogo seems happy to take people's money but not hand it back when things go pear shaped.
Northland's Forum North box office has come out and said "don't use them".
We couldn't agree more - Viagogo should become a Vianogo.