Complaints fall on deaf ears

I try to live by the mantra ‘If you have to complain, complain to someone who can do something about it’. Walk the talk.

I phoned the manager of the cinema to complain about my own bad experience with the intermission.

I attended a family movie with four adults and 11 children.

The admission alone was quite a substantial amount as a number of the children required adult tickets.

After more money was spent at the concession, we found seats and got everyone settled.

We had some quite young children in tow but were very confident that the movie would hold their interest for the 1.5 hour or so duration. Much to our dismay, part way through the movie, it was stopped, the lights came on and we had children who had nothing else to do but get bored.

The manager was not all understanding and he actually inferred that there was something wrong with the children if they could not sit still for 10 minutes or so.

He also made it clear at least three times that this was a business decision (apparently not a decision to benefit the customers as he has previously claimed) and he had no intention of changing the policy. I was quite offended by his attitude and was sorry that I had even given him the courtesy of letting him know that I was a customer who was not going to return as long as there was an intermission. Every business owner or manager should be so lucky that a customer takes the time to voice their complaint rather than just tell everyone about their bad experience.

I was not even thanked for taking the time to call or offered any hope that if enough people complained, the policy may be reconsidered.

Clearly, the only way this gentleman is going to hear anything at all is through his bank balances and I hope that those that disagree with the policy stay home and rent or buy a movie. It wouldn’t take long for the ridiculous policy to be changed and the voices of many will be heeded. Perhaps it is the cinema owner and manager who should be receptive to changing their ways. Or perhaps another idea is that someone else considers opening a cinema. The Grand Harbour/Red Bay area would make an excellent location. We have seen it before here with a monopoly not listening to their customers and what positive changes a little competition brings.

Name withheld by request

Comments are closed.