This conversation with MoviePass on Twitter shows just how frustrating its customer service can be
The conversation started off well enough. MoviePass immediately got back to me and asked if I could tell them my email address. I did, but a few days went by after that.
When I followed up after not hearing from MoviePass for a few days, they got back to me and asked for my phone model and operating system. It was an odd request to me, but I'm sure there was a reason for it.
What happened next is where things got frustrating. MoviePass asked for more details about the issue I had experienced, which is fine. But it seemed as though they were stalling to me. I had told them my issue, and it's not that complicated. I couldn't check in to a movie, which is an issue users frequently have. But it wasn't so much that they asked for more details, which is a reasonable request — it's what came next that was really frustrating.
MoviePass told me it was "aware" of an issue on July 6, but I had started this conversation in June. There is obviously not a lot of communication going on among the MoviePass social team, and to make that even more apparent, they then asked me to report my issue on the app!
If I had to send a message on the app, why was I taking part in this conversation on Twitter? Why ask for my email and phone operating system if they were just going to tell me to go to the app? I expressed my displeasure, and MoviePass responded with this:
There's obviously a lack of communication going on at MoviePass about customer service strategy. It seemed like I was talking to multiple people throughout my conversation, which would make sense if there is a social/customer service team. But nobody seemed to communicate with one another — or just scroll up through the conversation.
Needless to say, I don't know even know if I'm doing to bother trying to get that refund at this point.
If you have a MoviePass customer service horror-story, contact the writer at tclark@businessinsider.com.
Popular Right Now
Advertisement