MoviePass will be a cinephile’s dream: For $9.95 a month, you can see one movie a day inside theater. This particular sweet subscription has attracted more than 1 million paying subscribers, the vast majority of whom have just signed up inside last few months. Yet all these fresh eager users are confronting an unexpected customer service apocalypse at MoviePass.
Here’s how MoviePass works: You choose your movie, time, as well as theater through its app, as well as once you arrive at the theater, the app automatically fills a debit card with the ticket fee, which you then buy at the kiosk. This particular fall, MoviePass dropped its prices through $30 a month to $10, as well as the discount combined with not bad word of mouth drove tons of fresh signups — they went through 20,000 people before the cost drop to 1.5 million today. however there are plenty of unhappy customers.
Chris Joseph purchased a gift subscription for his daughter-in-law as a Christmas present, however she never received a registration email. Joseph tried reaching out to their customer service for help. Weeks passed. Eventually he resorted to reaching out over Twitter.
Seth Carson, a fresh York resident, signed up on Dec. 18, however never received the debit card inside mail. This particular will be one of the most frequent complaints through fresh subscribers. He sent several messages to customer service through the app, however never heard back. On Feb. 1, he resorted to complaining on MoviePass’s Facebook page, where he got a response.
“in which’s a shame in which I only got attention/response through them by reaching out to them on a public forum where others could see the frustration displayed by hundreds of additional users,” Carson told BuzzFeed News.
While he waited for his card to arrive, Carson saw Call Me by Your Name, Three Billboards in Ebbing, Missouri, Molly’s Game, as well as All the Money inside earth in theaters, paying full cost for his tickets.
MoviePass admits in which’s been overwhelmed by the surge in subscribers. “We have significantly increased our customer support team, increased customer support hours by 1,250% since October, as well as are continuing to grow in which area of the company to meet the increased volume in inquiries through our members,” said a representative for MoviePass. “This particular includes adding phone support, which we are currently testing as well as expect to open more widely inside near future.”
There’s an active Reddit community for MoviePass users with over 10,000 subscribers. Most of the talk will be about movies as well as how to maximize viewing, as well as a lot of recent discussion over the decision in late January to drop certain AMC theaters. Lately, there’s also plenty of talk how bad the customer service will be. In addition to missing cards, Reddit users have more detailed issues: the pass not working for a specific theater or quirks having a theater’s loyalty program.
MoviePass has been buried with complaints on social media. On Facebook, some subscribers who aren’t getting answers on in which platform are encouraging their fellow users to go to Twitter instead. Yet the situation on Twitter will be hardly any better, with tons of complaints through angry customers, often saying they’ve been waiting weeks to hear back.
The flood of angry tweets as well as lack of customer service even led one passionate MoviePass follower to take matters into his own hands. Carl Washington, who owns stock in MoviePass’s parent company, has taken up the cause on his own, searching out people asking for customer service help as well as replying to them with the customer support phone number, which can be hard to find.
Washington knows in which bad customer service can impact the company’s bottom line long term. “If people have a bad experience they’ll be harder to win back later,” he told BuzzFeed News. “Customer acquisition costs will increase longer term.”
Katie Notopoulos will be a senior editor for BuzzFeed News as well as will be based in fresh York. Notopoulos writes about tech as well as internet culture will be cohost of the Internet Explorer podcast.
Contact Katie Notopoulos at email@example.com.
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