Take Shelter

[Beate]

This is my repsonse from Vue Customer Services, not even a £5 gift card, what did I do wrong?

Thank you for your email and please accept my sincere apologies for any disappointment caused.

Please be advised that due to Health and Safety policies with which we are in agreement with the local council, we must brighten the lighting within the auditorium as credits roll to ensure that guests who wish to leave at this point may do so safely without obstruction. Guests are then able to view the credits if they wish to keep their seats and do so.

Unfortunately the lighting within the auditorium detected the credits too early in which can be usually an error with the film provided.

Please be assured all of your comments will be passed onto the relevant parties so that any future improvements can be made where necessary.

Kind regards,

Chelsea

[ejwrank]

I got the same email. You can click on that and send another response. I just did and told them their excuses were feeble and blaming someone else just wasn't good enough. I'm not going to let this one go -- who is the CEO at Vue anyway? Maybe he/she deserves a letter too.

[ejwrank]

I phoned up the main number for customer services and spoke with a nice lady there who agreed that Vue should compensate us for the lighting fiasco at Vue Islington. She says that the fact that it's happened 3 times means the cinema must get it sorted out. She agreed to send me 2 comp vouchers and would also be in touch with Beate and prettyxcool. I hope it's OK that I gave her Beate's full name and sorry I didn't know prettyx's surname so could only give first name, but she seemed confident that she could find your email complaints and would be getting back to both of you to get your addresses for vouchers.

[Yinster]

Regarding customer services it will depend on WHO replies to your complaint will determine HOW your complaint will be answered. It is the same with all customer services. Hence why ejwrank got a positive response whilst Beate got another answer. And whoever got a £5 voucher. All different results from the same complaint. If you are not happy with the reply you can try again but go higher in the chain but only ever use the top of the chain when all avenues have been exhausted. That way if you need it, you have evidence of what you have tried with their company and how their staff dealt with it.

[ejwrank]

Regarding customer services it will depend on WHO replies to your complaint will determine HOW your complaint will be answered. It is the same with all customer services. Hence why ejwrank got a positive response whilst Beate got another answer. And whoever got a £5 voucher. All different results from the same complaint. If you are not happy with the reply you can try again but go higher in the chain but only ever use the top of the chain when all avenues have been exhausted. That way if you need it, you have evidence of what you have tried with their company and how their staff dealt with it.

You're right Yinster that it depends on who acts upon the complaint. I think prettyx was offered a voucher because she wrote first and was answered by the manager. Beate's and mine were answered by customer services. I then went to the head office (still customer service dept) but phoned and explained what had happened. I think we went the proper way and I told her what we had done so far. Most importantly she agreed that even if we are watching a 'free film' we can expect the same level of customer service as anyone else viewing a film in Vue Islington. She also said she wondered why the duty manager didn't make a decision on this on the night. She had the authority to do something and didn't need to check higher. That would have saved a lot of email complaints and bad feeling.

[Yinster]

You're right Yinster that it depends on who acts upon the complaint. I think prettyx was offered a voucher because she wrote first and was answered by the manager. Beate's and mine were answered by customer services. I then went to the head office (still customer service dept) but phoned and explained what had happened. I think we went the proper way and I told her what we had done so far. Most importantly she agreed that even if we are watching a 'free film' we can expect the same level of customer service as anyone else viewing a film in Vue Islington. She also said she wondered why the duty manager didn't make a decision on this on the night. She had the authority to do something and didn't need to check higher. That would have saved a lot of email complaints and bad feeling.

[prettyxcool]

I phoned up the main number for customer services and spoke with a nice lady there who agreed that Vue should compensate us for the lighting fiasco at Vue Islington. She says that the fact that it's happened 3 times means the cinema must get it sorted out. She agreed to send me 2 comp vouchers and would also be in touch with Beate and prettyxcool. I hope it's OK that I gave her Beate's full name and sorry I didn't know prettyx's surname so could only give first name, but she seemed confident that she could find your email complaints and would be getting back to both of you to get your addresses for vouchers.

Well done! Thanks ejwrank - success:

Further to a telephone conversation I have had with your friend (ejwrank) I would also like to extend my apology to you for any upset caused on your visits to our cinema in Islington.

Please be advised that I have addressed this matter with both the cinema team and Daniel Goodwin in our Corporate Sales and Events team who is responsible for talker screenings in our cinemas to investigate and find a long term resolution to this situation.

I would like to send you two complimentary tickets for you and a friend to return to the cinema as my guest in replacement of the £5 gift card previously offered, if you would like to accept this offer please contact me directly with your postal address and I will ensure they are sent to you upon receipt.

She also said she wondered why the duty manager didn't make a decision on this on the night. She had the authority to do something and didn't need to check higher.

Exactly what I keep saying. The Duty Manager that night was useless, gave the same excuses etc!

[ejwrank]

Glad to hear she got in touch with you prettyxcool. It's a good result. Hope that Beate has also been contacted and asked for her address too.

[prettyxcool]

She responded to my online complaint. I told them that I was insulted by their £5 gift card! Hope they can find Beate's too. Thanks again!

[Beate]

No contact here yet. Instead I got a rude comment back from Customer Services saying that the Duty Manager on the night had made a decision and if I wanted to take this further, I would have to write to Head Office. I think I will need to give this lady a call myself!