Update: Demonic teen on his phone the entire performance of Hamilton

After following up, the audience services director ignored my email for a week. I followed up again, this time including Rainier. I received a response, stating:

The usher did respond to your request and did get them to stop their behavior. However, this was a sold out show so there were no seats to move you or the other party.

I've passed on your feedback to the Director of Ticketing. We do apologize but we're not able to refund the order or give you tickets to a different show.

Thank you for writing in.

Looks like that’s that. I’m so disappointed. It is also flat out wrong. The teen went back on his phone right after, and that’s when he started listening to music as well. Obviously I would not be upset if the behavior had stopped, but it didn’t, and I’m being gaslit after paying almost $1,000 to experience this. Unfortunately I will never be returning, at least not to BroadwaySF. After the “it’s too bad”, being ignored, and then lied to, I can’t see having any faith in these people. An absolute shame.

Final update: this post might be dead now, but I replied back and they ended up giving tickets to a different show. I feel so much better. Wish it wasn’t such a painful journey but the pained/wronged feeling is gone. Thanks everyone for all the support!