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This topic comprises 4 pages: 1 2 3 4
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Author
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Topic: Letter to Cinemark about Daly City Theatre
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Geoff Jones
Jedi Master Film Handler
Posts: 579
From: Broomfield, CO, USA
Registered: Feb 2006
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posted 03-04-2007 05:11 PM
Below is a letter I'm sending to Cinemark about my experiences watching Zodiac last night. I don't know if it will help any, but it feels cathartic to send it. Sigh.
Dear Sir or Madam,
I am writing about my experience at the Century 20 Daly City Theatre on Saturday, March 3. I saw Zodiac in Auditorium 3 at 8:30 pm.
A group of five or six kids sat directly behind me, and talked and laughed throughout the movie, ruining the experience for everyone nearby. Every ten minutes or so, I turned around and firmly told them to “Please Stop Talking!” About an hour into the film, a woman sitting nearby went out to report them. Security guards came into and took them out, but 10 minutes later they were back in their seats, still talking.
When the movie ended, I went to complain to a manager. He said that he couldn’t keep the kids out of the theatre because he didn’t know for sure that it was them. He said that no one else came out to complain, so he had no reason to take further action.
I told him that we didn’t come out to complain because we were watching the movie , and that he should have staff frequently monitor his auditoriums. I explained that if he or his staff had monitored the theatre, they would have heard me telling the kids to be quiet every 10 minutes.
During our conversation, his attitude was wholly defensive. He never apologized, and seemed completely disinterested in hearing anything I had to say. He got tired of discussing it with me, turned his back and walked away from me while I was speaking. I asked him his name as he walked away and I think he said it was “NAME REMOVED,” but I’m can’t be sure because he was across the room with his back to me.
I would like to stress that I never shouted, cursed or threatened him. In fact, there was a uniformed policeman nearby who never bothered to come over. I mention this to support the fact that I wasn’t doing anything to warrant having this man turn his back on me and walk away, mid-conversation.
At one point during our discussion, the manager said that he has 20 auditoriums to operate, and he can’t be in all of them at once. Hearing this, one of the security guards nearby suggested that I write a letter to complain that they don’t have enough staff to monitor audiences. I didn’t say anything at the time, but this suggestion was ludicrous, because there were two security guards standing around in a deserted lobby while other movies were still showing! Why wasn’t at least one of them off monitoring theatres?
I write a blog reviewing movie theatres and I talk to a lot of people about the movie-going experience. I hear over and over again that people are deciding not to go to movies any more because of disruptive patrons.
The manager never asked what I wanted. Honestly, I didn’t even want my money back. All I wanted was for him to commit to doing a better job of monitoring his auditoriums. I love going to the movie and I want theatres to do a better job, so the movie-going experience will improve. Sadly, I don’t think that will happen at your Daly City 20 Theatre. I will not be going back there, nor will the people I was with.
Please work with your theatres to improve the movie-going experience.
Please ensure that auditoriums are regularly monitored, and remove disruptive patrons.
Please train your management staff to interact professionally with their customers.
Sincerely,
Geoff Jones
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Frank Dubrois
Jedi Master Film Handler
Posts: 896
From: Cleveland, OH
Registered: Mar 2005
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posted 03-04-2007 07:14 PM
quote: Geoff Jones
The manager never asked what I wanted. Honestly, I didn’t even want my money back. All I wanted was for him to commit to doing a better job of monitoring his auditoriums.
Although I agree with your letter and your complaint, I think your timing is off. It irritates me when people come out AFTER the entire movie is over and let me know kids were talking, or there was noise going on that just wouldnt stop. Its usually the same people that fish for free passes. I'm not saying you were, but that usually the case with most customers. Perhaps if you came out when they made the noise, that would be warning one. When they did it again, perhaps go out and tell the manager that people are disrupting the movie, and ask for passes so you can come back another time, THEN write the letter to the company.
A lot of the people that complain (or want to complain) about noisey customers, usually dont want the other people knowing that it was THEM complaining. I have to wonder why? I have made complaints about noise at other theaters, and boldly walked the usher into the auditorium and took them to the people making noise. I want them to know I can hear them and if they don't stop, something WILL be done about it. If you sit in your chair and stew for 3 hours, then truely, what CAN be done in the future? Granted the ushers should be making their rounds, but the simple fact is, a lot do not. I dont think it would have been unreasonable to ask for, or be offered, passes for the trouble. The manager doesn't seem like he cares a whole lot about his job, or his movie theater.
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Geoff Jones
Jedi Master Film Handler
Posts: 579
From: Broomfield, CO, USA
Registered: Feb 2006
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posted 03-05-2007 12:19 AM
quote: Frank Dubrois
Yeah, great solution. Then you mightfind YOURSELF being escorted out the door for talking on your cell phone in the auditorium. Two wrongs don't make a right.
I was thinking of something along the lines of "People are talking in auditorium 3, please come in here." Hang up. Not a lengthy conversation.
Honestly, that would cause less disruption than getting up and climbing across the tightly spaced seat rows to go find someone in person.
Besides, how can I be escorted out for talking on my cell phone when I'm calling to complain that people are disrupting the show? If there was anyone there to catch me talking on the phone, I wouldn't be making that call in the first place!
I'm sorry that it "irritates you" that I wouldn't want to miss part of the movie to come out and report a problem that the theatre should be on top of. I think the manager of the theatre felt the same way. ![[Frown]](frown.gif)
quote: Bobby Henderson
I would much rather get a refund and come back at a later time to watch a proper presentation rather than stew in my anger for a couple hours while my first viewing of the movie is compromised.
I hear you, and I've done this in the past. But you know, it doesn't always work out this way. In this particular case, I had driven 30+ miles to see the movie with family and friends, some of whom may or may not have wanted to walk out. Heh - just making that decision might have required a disruptive conversation on our part, and we're not the sort of folks that talk during movies. Also, my immediate schedule didn't really have any other openings to see the film again.
I'll send my letter through the mail AND the Cinemark website. Thanks for the advice.
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