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Following a week of chaotic ticket sales, Taylor Swift says it was "excruciating" to watch fans struggle to purchase tickets for her upcoming US tour.
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The way Ticketmaster handled the sales, which included major site crashes during the presale and the cancellation of the main sale, drew criticism.
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Unprecedented demand was to blame, and it claimed to have responded rapidly to problems.
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Swift replied on Instagram, saying she had been given the assurance that Ticketmaster could handle the demand.
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In her initial comment to the public about the debacle, she said, "We questioned them, several times, if they could handle this level of demand and we were assured they could.
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Swift said in a statement posted to Instagram: "Over the years, I've brought so many aspects of my work in house.
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By completing it myself with my team who share my passion for my fans, I have specifically done this to enhance the quality of my fans' experience.
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It's really tough for me to put these relationships and allegiances in the hands of a stranger, and it's agonising for me to stand by helplessly as mistakes are made.
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Swift acknowledged that the 2.4 million ticket holders were "really great," but she found it upsetting because "a lot of them feel like they went through numerous bear attacks to obtain them."
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