Troubleshooter: U2 tickets

RALEIGH "Huge U2 fan and they're a legendary band, so we thought an opportunity to see them in Raleigh on a Saturday night - of course we're going to do [that], she explained.

They got their tickets on StubHub, an on-line ticket marketplace where you can buy or sell tickets. StubHub has a fan protect guarantee.

"It was fan protect. You're guaranteed to get into concerts with your tickets," said Huynh-Duc.

StubHub's guarantee states in part, "your tickets will be authentic and valid for entry, and your tickets will be as good or better than the ones you ordered."

The day of the concert, Huynh-Duc and her husband were ready to rock at Carter Finley Stadium.

"Navigated our way there, found parking a mile away, walked to get there, and as soon as we presented our tickets at the game, they scanned them and they didn't work," she recalled. "Showed up on scanner that it had been refunded to original buyer."

Shocked, they called StubHub.

"We got StubHub on the phone and we were on hold for 20 minutes and we were trying to figure out what to do next," Huynh-Duc said.

Huynh-Duc thought they'd get into the concert with StubHub's fan protect, but instead:

"I was sitting on the curb when U2 took the stage and they were like 'Sorry, we can't get you tickets," said Huynh-Duc. "I cried, which is probably over dramatic, but it was upsetting."

Once back at home, they Troubleshooter Diane Wilson and we got in touch with StubHub.

A rep said "Unfortunately, the buyer's situation fell within the very small percentage of StubHub transactions that yield tickets that are rejected at the gate. The seller has been held liable and under many circumstances, we are able to offer comparable or better tickets to an event if this occurs. However, if we are unable to provide tickets, we offer a full refund, which was the case here."

StubHub refunded Huynh-Duc the full value for the tickets, and as a courtesy, also reimbursed her for expenses like gas and parking, which Melanie says she's happy with.

But what happened to her can serve as a warning to others. When you buy tickets from third parties, it may sound like a better deal. But, it's not a deal if you can't get into the concert.

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