Last night, MoviePass customers encountered a problem when they went out to their local theater: a power outage prevented some users from registering for a movie. While the company says that the problem has been solved and that it will reimburse customers who paid their tickets out of pocket, it is not a good option for the service, which can not afford to scare away users. .
The cut provoked the protest of the users, and could not have arrived at the worst moment: on Friday night when Marvel Ant-Man hit theaters. In a tweet, the company advised users to wait to verify the interruption that would be resolved but said that anyone who bought a ticket without the service could take a picture and send it for reimbursement.
Users can buy tickets out of pocket and we will issue a refund. Starting tomorrow, send us a chat through the MoviePass application that shows the complete receipt that includes the movie title, the presentation time and the theater to get a refund. Thanks again for your understanding.
– MoviePass (@MoviePass) July 6, 2018
This morning, MoviePass recommended that users make sure their apps are updated before going to theaters, saying it is "released some important stability changes and maximum price updates.
It is an uncomfortable problem and a difficult solution for the company, which has already faced numerous problems and abrupt changes this spring.It limited its plan too good to be true in April, Just to return it just two weeks later, MoviePass has also recently implemented an "increase price" that places additional fees on high demand movie tickets, and the company has also earned the wrath of theater chains like AMC, which recently expanded its existing loyalty program to include an on-demand viewing option to compete with the service.
Last night, users expressed his disapproval to the company during the cut questioning why they are paying for the service. With the company working to discover a sustainable business model, you must also ensure that your customers are happy and willing to continue with the service, and since moviegoers have many alternatives when it comes to physically leaving the house to consume expensive snacks and surround yourself with a crowd of strangers to watch a movie, you can not afford to alienate customers with a service that only works intermittently.