In the letter to fans, Mullen addresses the frustrations many subscribers encountered during last week's presales. A large number of subscribers, some of who identified themselves as longtime supporters of the band, wrote to U2.com and U2's management to complain about technical glitches during the presales that locked or knocked them out of the ticketing system or left them with nosebleed seats. Fans also reported instances of ticketing system abuse, with coveted floor tickets appearing on auction sites like eBay before the shows even went on sale.
Mullen opens his letter by stating, "This is not something that I would normally do, but I feel that I have
to do something to redress this situation." He continues, "There was a mess up in the way the tickets were distributed through U2.com for the Vertigo pre-sale. Some of it was beyond our control, but some of it wasn't." Mullen adds that he is currently "in the process of figuring out a way of distributing the tickets for our intended return to North America in the fall." He indicates that U2.com subscribers who belonged to the band's old Propaganda fan club will be given priority.
Mullen also offers upset fans the option of a refund. "Many people who joined U2.com and didn't get tickets are understandably angry. They now have the option to get a full refund of their subscription fee," he writes. Subscribers who wish to get a refund can contact U2.com from now until February 16 for a full refund of the $40 subscription fee. Subscribers should refer to Mullen's email or go to U2.com for full details on the refund.
At the end of his letter, Mullen apologizes and affirms his and U2's commitment to the fans. He writes, "The idea that our long-time U2 fans and scalpers competed for U2 tickets through our own website is appalling to me. I want to apologize to you who have suffered that." Mullen adds, "If your U2.com pre-sale experience has left you disappointed, I hope this will go some way towards reassuring you of our total commitment to our audience."
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