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Putting 'disaster' into movies
10/07/2008 13:03 - (SA)
Georgina Guedes
My husband and I really enjoy a night out at the movies. For me, even though we go to the cinema once or even twice a week, the glamour of buying a ticket, buying a popcorn and coke, finding our way through the darkness of the theatre to our seats and sitting through two hours of glorious entertainment never fades.
There is, however, an unfortunate trend in our movie-going that is threatening to suck all the joy out of what was once a magical experience. The quality of the sound, projection and service at the theatre is so shocking, it's starting to detract from the purpose of our being there - the movie itself.
In recent months, my husband and I, along with an assortment of friends and family, have watched the following movies (not limited to, and in no particular order): The Incredible Hulk, Sex and the City, Forgetting Sarah Marshall, Indiana Jones, Hancock and The Chronicles of Narnia. We watch movies at The Zone in Rosebank.
In each and every one of these movies, something has gone wrong. The problems have ranged from a persistent undulating whine or beeping throughout the movie to the lights coming on fifteen minutes before the end, and no amount of pleading with the staff getting them turned down again.
Beep beep
I've actually started trying to keep track of the problems I've had. It looks like this: beeping, lights came on, beeping, out of focus, speakers blown so fuzzing on the loud noises, beeping, lights didn't go off for first fifteen minutes of movie, beeping, out of focus, and then, for variety, no paper in ticket machines and no one nearby to help.
I'm not exaggerating when I say that there hasn't been a movie that I've been to see in the last three months that hasn't had some sort of a problem marring my viewing pleasure.
To add insult to injury, the attitude of the staff when help is requested ranges from disinterested to rude. By the time I've been distracted from my movie for the first ten minutes by beeping, fuzzing, focus issues, lights on, whatever, and made my mind up that something has to be done, I'm already fairly annoyed.
Then I have to leave the theatre, push past other moviegoers and come out into the foyer to find not a single member of staff anywhere nearby. So the search begins. Usually, there are no ushers anywhere, and the front-office people have been replaced by machines so I end up having to go to the popcorn counter.
These people have clearly not been trained in customer service. They seem to think that the complaints are ridiculous, but say that they will tell someone, pretend to "be walking into a back room", and then resume their bored stance at the till the moment I've walked away. I've caught a couple of them doing this the moment my back is turned, so I've taken to watching them until they've actually gone somewhere - whether it's to actually do something is anyone's guess. The results, or lack thereof, speak for themselves.
Show must go on
By now, I've missed ten valuable minutes of my movie, added to the ten or fifteen that have been ruined while I'm hoping that the problem goes away and the rest of the movie is pretty much a write-off because the problem doesn't get solved, and I get more and more angry.
Ster-Kinekor has put a lot of effort into creating a user-friendly and glitzy website. They've also devoted a lot of time and attention to training their call centre staff immaculately, so that dealing with any of their agents is an absolute pleasure.
There's obviously some budget somewhere that's devoted to making the customer experience a pleasant one - now if they could perhaps turn their focus to doing what they ought to do - project movies, crisply and clearly, with professional staff to support the experience.
At a time when cinemas are struggling to keep attendance numbers up, and I am a die-hard movie-going fan, they would do well to ensure that my experience is a pleasant one. I have seriously started to consider just investing in a decent home entertainment centre and watching everything on DVD - movies are just getting too stressful.
Georgina Guedes is a freelance journalist. She invites any Ster-Kinekor executive to join her for a show at The Zone in Rosebank.
Send your comments to Georgina.
Disclaimer: News24 encourages freedom of speech and the expression of diverse views. The views of columnists published on News24 are therefore their own and do not necessarily represent the views of News24. News24 editors reserve the right to edit or delete any and all comments received.
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Irritated
10/07/2008 13:17
I completely agree with your article. We are also not wanting to go to movies anymore due to poor sound, fuzzy picture and worst is when you walk into the cinema and the smell is so bad you get an instant headache. Both Ster-Kinekor and Nu-Metro need to pull up their socks. - Simone |
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I completely agree
10/07/2008 13:20
I 100% agree with you. We only have 2 movie houses in East London and both are equally bad. Even worse is the following trend of watching a movie with a house full of teens. They either don't know how to sit still, are always fidgety, on their cell phones (how annoying is the constant light from the phones), up and down, up and down, talking amidst all the 'shhs' (they don't care) or swopping seats at any given time during the movie! Nope, no more going to movies for us, rather wait for the dvd! - SMG |
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S.Africans do not get the message
10/07/2008 13:22
Apart from the items in the artcile, what irks me most is that S.Africans still do not turn off their phones, even when convincinlgy asked to in the cinema, they seem to be incapable,almost immune to logical thinking When I went to a show in Aus,everything worked to perfection and ran smoothly...and all phones were switched off, without even being asked And is it just me or do S.Africans just not bath, because the last few shows Ive been to, there seemed to be a lot of smelly people - proudly unpatriotic |
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So I'm not the only one
10/07/2008 13:22
It's good to read a post like this, reflecting that my experience (at Cape Gate Ster Kinekor) isn't unique. The problems here aren't as frequent and the staff are more helpful, but they're still very irritating. During Hancock we had no image, just sound, we've had lights come on and the sound problems are numerous. Time to get with the program Ster Kinekor. - Sean |
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Home entertainment with friends
10/07/2008 13:24
Get yourself a really good home entertainment system and invite friends around. You can pause, rewind, braai and have a really good time! - Mike |
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R40 a ticket gets you what exactly?
10/07/2008 13:25
Hmmmm, do yourself a favour and visit hellopeter.com, you're not the first person to complain about Ster Kinekor (and even Nu-Metro), fact of the matter is, like everywhere else in Sa lately, service no longer exists. I watched a movie the other day where the image suddenly shifted a third of the way to the left and stayed there for the next hour, conveniently the manager was nowhere to be found afterwards. Any wonder why we have so much piracy? - Mufasa |
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service
10/07/2008 13:27
You are so right. I, too, adore going to movies but now think very hard before laying out the money. The last movie I saw was the Indiana Jones and there was a sound somewhat like a drill, that interfered for most of the movie. With only the popcorn people around, there was no-one to complain to. Oh, for the record, it was Ster Kinekor Eastgate. - cheryl |
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Talk with your feet
10/07/2008 13:27
Looks like you need to let your feet do the talking and change the cinema which you frequent. I too watch movies fairly often, but have not experienced the long list of problems you have had (I don't go to the Zone in Rosebank though). - Warren |
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No Service
10/07/2008 13:27
Unfortunately the apathy you receive from the front-office staff, when they are there, is merely a reflection of management's attitude.
At least SK seem to be doing something about customer service training, but it should filter ALL the way down to the floor. I haven't been to the movies recently, but the attitude of the staff here is all over business, not just entertainment. And it only seems to be getting worse. Nowadays when I encounter that sort of attitude,I just walk away if possible - Bob |
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The magic is lost....
10/07/2008 13:29
leave the comfort of your own home to be irritated by incompetent staff, the unmannered kids kicking your seat and the chops at the back munching their popcorn that it sounds as if an earthquake is coming. No thank you! And I'm not even referring to the exhorbitant prices one pays for the priveladge of being irritated. DVD's are much more value for money and my floor is not sticky from the previous patron's spilt coke. The bioscope has lost its magic a long time ago... - Balbyter |
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Very Poor.
10/07/2008 13:30
The last time I went to the movies, I waited in the "popcorn cue" for 20 minutes. Getting my Popcorn, coke and Astro's took another 15 minutes. The "Automated" systems were also down and not a single staff member in sight. It is the current business culture, so I dont believe it is confined to the movies. Spending R20k on a decent sound system for home seems "very" worth it. - Annoyed too |
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Ruins the movie
10/07/2008 13:32
The worst thing is that your are probably paying R45 for this irritation!!! You could maybe exspect that type or service from a "Junction" cinema, but there is no excuse for this from a "Classic" cinema. You are paying top dollar prices and not getting your monies worth!!! I havent had as many problems, but there are things that annoy like speakers buzzing or cutting out. If I can praise a cinema though, Cresta is BY FAR the best I have been to. Always helpful staff and great cinema quality :) - Rawdon |
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Sterkinekor
10/07/2008 13:34
Some errors: Sound only comes on when I ask. WALL-E out of focus, then suddenly skew, and when I pointed it out, the stupid fool says " The movie is 'Hard Coded' and is supposed to be like that" - Kritz |
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Volume control
10/07/2008 13:34
Cedar Square, Fourways or Sandton City are usually my venues of choice. All of them seem to think their patrons are deaf, as the volume is always uncomfortably loud. There have been many occasions that I have requested the volume to be reduced, and admittedly, they sometimes oblige by 1 decibel or so. I now carry earplugs in my handbag ...
I love going to the movies but it is not always a pleasant experience anymore. Please let them bring some decent movies for a change!! - Dee |
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Change venue
10/07/2008 13:37
This looks like a problem at the Zone. I usually go to Menlyn, Kollenade or Reds for my movies and I have never had such a list of problems. The few issues I have had were sorted quickly. - HJH |
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Popcorn counter plebs
10/07/2008 13:37
I was at the Zone on Saturday and while the movie played just fine the service provided the people at the refreshments counter was impossibly poor. Faced with the 8pm rush and queues of irate movie-goers the marvelous staff seemed to slow down and ooze resentment. Typical of the worst elements of the South African service industry. - Robs |
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Me Too!!
10/07/2008 13:39
I'm a die hard movie goer and you would think nowadays these theatres would do anything to keep their customers? Not a chance. Nu Metro feels like they couldn't give a damn because they don't, Ster Kinekor I must say have proved me good when I lodged a complaint with them. Sad to say I haven't been to them for quite a while. News24: Send this forum to them PLEASE!!!!!!!!!!!!! - Win |
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My feelings exactly!
10/07/2008 13:43
Georgina, you took the words out of my mouth! I'm also a diehard movie fan, but, sadly, I'm making the move towards home entertainment too, thanks to the array of technical incompetence and apathetic service I've experienced in the last while. My worst was having to leave Iron Man (Nu Metro, Cape Town's V&A) TWICE to get the muffled, barely audible sound turned up and it was never really resolved. Grrr! - Leigh |
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Home theatre killed the cinema star
10/07/2008 13:55
I must admit, I found the same experiences the last while, poor sound is really a terrible thing. During the next couple of months, I really look forward to Hancock, X-files - I want to believe, Qauntam of Solace and some others. One of my mates has got a projector and good sound, I've got some decent sound and video editting software. It's much more enjoyable to download the movie, and watch at his place. No cleaners still busy, cellphones, running kids, dirty chairs, lights being left on, etc. - Danny |
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Way to go girl!
10/07/2008 13:55
You are so right. I love the movies with all my heart, haven't been to one in a year. Invested in a home theatre system and much happier even though i see the movie way later than everyone else. My experience ranges from stale popcorn, to no soap in the bathrooms to dirty cinemas and stupid staff. Yes, stupid! The dumbest of whom come from The Zone at Rosebank, Village Walk (at no. 1) and Sandton City. - Annoyed |
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Discrimination
10/07/2008 13:56
The one that takes the cake is SterKinekor with there Movie house price discrimination. If you live in Fourways you pay about R19-00 for your torture, however in Eastgate we have to pay about R45-00, What makes us different to Fourways. Its not that the people are queining frantically at Eastgate for there torture. Disgusting the whole bunch, One can only wonder why the pirate movie market flourishes so, for 4 people plus popcorn and coke will set you back more at Eastgate than a pirated movie. - Gg |
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Eikestad
10/07/2008 14:04
The Eikestad Mall in Stellenbosch is exactly the same. The projectionists don't have a clue. The movies are out of focus half the time, or the film breaks, or the sound is too loud and makes the speakers crackle... They also insist on showing the "kiddies" movies in the only theatre that has surround sound, while the action movies that actually need surround sound, are shown in the cines that only have stereo. I have stopped going. - Oom Kosie |
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Cinemas
10/07/2008 14:05
Do be honest Georgina, I've never enjoyed going to the cinema. After you've spent on the tickets, snacks, petrol to get there etc. you could have bought the dvd and owned it forever. Because of my opinion on cinemas, I have through the years built up an awsome home cinema. Now that Blue-Ray is here, there really is no need to go to the movies. - Viparo |
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Cinemas not being maintained
10/07/2008 14:07
I?ve been going to the movies religiously for the past 15 years. The 1st five years or so were paradise. Everything was in pristine condition clean seats, excellent lighting and sound, fresh popcorn, huge variety of flavoured salts - even serviettes with your popcorn, the loos were very clean and tidy as well. Unfortunately over time no money was spent to maintain and upkeep the facilities and as a result the condition of cinema?s have deteriorated. Now it?s going to cost a packet to renovate and I don?t doubt these costs will be passed onto you and I.
- tamel |
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Will this make a diff?
10/07/2008 14:08
I fully agree and personally would rather watch a movie at home, at the current prices for tickets vs the cheap available pirates, i dont think the cinemas can afford for mistakes to happen like this. My only question is will this make them listen or do they really not care. - Fig |
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R40 x 3 = DVD
10/07/2008 14:09
I also don't understand how a movie ticket can cost R40! For around three times that price, you can buy the DVD! Only some movies benefit greatly from being seen on the big screen. Plot-driven movies that don't rely on visuals that much, are just as good on a small screen. But of course, DVD-imports are regulated too, so you can't get half the movies! Stupid old regulations left over from the censoring days. - Oom Kosie |
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S***ty Cinemas
10/07/2008 14:11
This is the reason I have a home entertainment centre built in at home, 15 chairs and 7.1 surround sound with large screen, and watch in my own home with family an friends. I have had more than and way to many problems at cinema's and frankly, R45 for a ticket is absurd and thats EXCLUDING popcorn which is like another R35. - AvidMovieJunkie |
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Alternative
10/07/2008 14:12
I've invested in an Apple TV and now I rent my movies online and watch it at home. No more DVD rentals, queues, late returns etc. What a pleasure! And it also serves as a great alternative to DSTV (that is also highly overpriced for the amount of repeats). - Eon |
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To Pavillion Nu-Metro management
10/07/2008 14:15
The ceilings and seats in your cinemas are falling apart (literally),and the Ancient Egypt design theme of the cinemas (which was unveiled in 1996) is a bit dated now. - The Truth |
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Poor Management
10/07/2008 14:18
Cape Gate Tue Night. Self service ticket machines broken, 80 plus people in Q, only 2 staff at ticket counter. 6 staff at food counter doing jack because no customers buying food. Why not more staff from food to tickets I do not know. Walked out and went to Tygervalley, Bought my tickets and popcorn within 10 min. Now thats service. - Andrew |
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One of many
10/07/2008 14:23
I am sure that I am one of many people that believe the "allure" of a night out to the cinema is lost forever. Like Georgina, my wife and I were avid cinema goers, not just for the movie, but the whole experience - choosing the movie, popcorn, coke, holding hands in the back row and so on. Then everything starts changing (all the above posts), enter plasma screens, home entertainment centres, surround sound, blue ray DVD and problem solved. No more unbearable irritations. - michael j |
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Vote with your feet
10/07/2008 14:26
So you have a bad experience EVERY time you watch a movie at the Zone, but you still go back there? There must be something wrong with your logic then - go to another movie theatre. I regularly go to Centurion Mall and overall enjoy the experience even if the popcorn is sometimes a bit old. Vote with your feet. Take your business elsewhere - oh, and write to head office. They must be told about the Zone's incompetence. - gazmic |
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Nobody cares
10/07/2008 14:31
Wouldn't it be nice if a SK executive actually replied? But, they're too busy in meetings, srategising and trying to prove how important they are. Better still, it would help if they actually sit through a movie in one of their cinemas, unannounced to their incompetent managers. I haven't been to a cinema in years; rather watch a DVD at home without having to deal with the unpleasantness of paying money to be irritated. - Lawry |
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Nu-Metro - Brightwaters
10/07/2008 14:33
I recently watched wall-e at the numentro at Brightwater commons and what a mistake. Sound quality is terrible!! the picture wasn't focused and the condition of the cinema?? Seats wet and broken, lights that didn't dim enough. List is endless!! What a waste of two hours!! - Seelen |
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Nu Metro V&A worst cinemas ever!!!!
10/07/2008 14:33
Almost every time I go to the V&A waterfront cinema's, the film is out of focus, or the sound is too quiet. You go and complain and guess what, the projectionist is asleep/not even there.. Ok, so this is what happens when you have a monopoly on cinemas. Long live the Labia, when are we getting more screens in the city. - M Jackson |
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Absolutely agree
10/07/2008 14:35
Cannot recall a single pleasant experience with either of the two major cinemas. Even got sold a ticket once for a movie that was no longer showing (and waited 2 months for a refund). Way bad, somethings gotta give. - Will |
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Noone cares
10/07/2008 14:45
Only rich people can afford to go to the movies these days, so who cares if they complain about movies? The country is falling apart and you moan about movies. Typical rich snob. - Paul |
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Compare this to the first world
10/07/2008 14:51
I'm currently living in Paris (just for a few years and I will return). The other week we went to the movies and apart from paying twice the price as in SA, the movie was delayed by about 20 minutes. As we left the theatre, tehy gave each of us a voucher for another show - any time, any day of the week. Now THAT's service. - Wiseman |
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On line dreaming
10/07/2008 14:53
Although I enjoyed the ritual as well, I gave up on the cinema long ago, really its such an unpleasant experience. And the DVD store is possibly one rung down on dismal experience scale.
Although I find a lot of good films & docs to watch at home from on line sharing, I would be happy to pay for a good pay-per-view d/l service, but dont beleive the hype, its not here yet: the technology is, but the bandwidth not.
- kosmonooit |
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Bulls eye
10/07/2008 14:53
I used to love the movies, I used to go all the time. Now it just seems to be waste of money. Every Sunday, I rent two movies from the movie shop up the road, get my snacks and have a relaxing day watching movies with my G-friend by my side. It doesint matter that I have a 54cm TV, it beats going to the cinema any day. Convenient, safe and relaxing....Sunday, here I come. - Rish |
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Not all Bad
10/07/2008 14:55
Well I frequent Ster Kinekor - Brooklyn and can say I am pretty happy with the service I get there. The staff are usually around if anything goes wrong, which I must say is not very often. The cinemas are really great ,just have been renevated and dont smell. Rarely have I been there and the movie was out of focus and if so was fixed in the 1st few minutes. Sounds quality is pretty good and I have complained before about noise and the next show I was in that cinema the same week it was fixed. - Happy to go to the Movies |
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Movies
10/07/2008 14:56
Last movie I went to see was Black Hawk Down, the sound was so loud I couldnt sit in the movie theater for the whole show, there were only about 10 people watching the movie, not 200! To add insult to injury the popcorn was stale, there were no attendants at all and it cost us over R200.00 including popcorn and a drink. How long ago was that - missed opportunity?
- Jacqui |
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become a consumer activist
10/07/2008 14:58
I'd liek to encourage all those readers out there who care to engage in some consumer activism and forward this article to either info@sterkinekor.com or V&A@numetro.co.za - mark |
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@ Tamel
10/07/2008 15:02
Shame, seems as if Thabo Mbeki's rise to power ruined it for you! I have had mixed feelings about cinemas here (have just moved over from Scotland) but one thing is that it's still pretty cheap. In the UK a single adult ticket costs over 10 quid in most places! Monte Casino is a nightmare with the popcorn queues but their Grande cinema is AWESOME! - Alistair |
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To Ster Kinekor ERM
10/07/2008 15:09
I dont know if your equipment is outdated, or your staff operating the projector just dont give a shit. But you will loose my patronage and many others if the quality does not improve, from poor sound to sound delay to bad focus, seeing a movie is supposed to be pleasurable not a strain on the eyes or ears!!!!!!!! - Nick |
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The Labia
10/07/2008 15:11
I usually go to the Labia in Cape Town. The Orange Street cinema is about as unglamourous as it is possible to get...but I've never once had a problem. Even the uncomfortable seats are part of the charm. I avoid Nu Metro and Ster Kinekor and opt for the DVD if the movie is not showing at The Labia. - Odette |
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Movie houses and Pavillion Nu-Metro
10/07/2008 15:11
Agree with your collumn. Consider also that everbody wants to take their kids to enjoy the movie experience but it is becoming icreasingly spoiled and rather tolerated than enjoyed so that your kid gets to see the new movies. Nu Metro Pavillion- how on earth can you have seats where younger children cannot see over the seat in front and expect them to enjoy sitting on a hard uncomfortable plastic bench that balances on the seat? - totally ill considered and unacceptable. - Value |
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MOVIES
10/07/2008 15:15
Agree with you. However we must keep in mind that years ago the pirating of movies were not as rife as today and with internet movies are freely available to people worldwide long BEFORE it starts showing in movie theatres. This obviously has dented the income of moviehouses. As is usually the case with some, they started skimping wherever possible, particularly in the maintenance section. - MARIO |
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Cavendish
10/07/2008 15:17
Heh I have to say that Im usually impressed by the level of service at Cavendish Ster Kinekor (Cape Town). The "food" is overpriced, and you usually get some moron in the cinema who either talks during the movie or doesnt turn their cellphone off, but apart from that I have no real complaints. - celery |
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The films are no better
10/07/2008 15:19
The cinemas are terrible, but so are the productions as of late. Unless you thrive on the simple trappings of pop culture, worthwhile films are few and far between. - Schmied |
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Cape Gate
10/07/2008 15:26
My complaint is also about Cape Gate. They frequently leave the lights on 15 minutes into the movie. There was no salt for the popcorn and when queried the staff just shrugged and said "sorry we are waiting for the new supplies" Every week it is something else! - weaver |
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SA Customer Service. Out the Window..
10/07/2008 15:33
I have to agree.
The fact of the matter is, and not only focussed (excuse the pun) at Ster Kinnekor/Movie theaters, but the CONCEPT of customer Service is just non-existent. The idea that "the customer" is who pays your salary, and is therefore #1, doesn't seem to make sense to our staff and waitrons, or Postal Services Staff, the Traffic Wardens, the checkout staff at ALL the local grocery shops..
Bottom line, you pay peanuts, you get monkeys, with K*K attitudes. - Big Al |
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Poor Management
10/07/2008 15:40
A very good article, used to be avid supporters of the Cinema and enjoyed it but now with special regard to Sandton City, the cinemas are dirty, hot and unpleasant, one show the isles were so full of additional viewers it was uncomfortable, we complained to the manager and he could not care one iota, they were all his friends I assume, escalated his attitude and problem to SterKinekor and their attitude was also pathetic and non responsive, a pity, so now we wait for it to be released on DVD - Graham |
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Monte Casino
10/07/2008 15:49
I've been to Monte Casino's Nu Metro, and recently the list of problems includes:
Running out of salt
Running out of Coke
Running out of popcorn
What kind of cinema runs out of Coke?! - Lost Customer |
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Brooklyn and Irene Village
10/07/2008 15:57
Only the best service at Brooklyn and Irene Village. Never had a bad experience. But Centurion.... ugh. - LouisK |
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At home
10/07/2008 16:03
I am also a movie addict. Cinemas are a problem with poor quality and high prices. Home cinema is the way to go. I also get upset with seat kicking, loud chewing, cellphone ringing and chatting that happends each time I try the cinema again. DVDs are much more convenient, cheaper, and free to re-watch later. - Andrew |
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Shocking Service
10/07/2008 16:12
I absolutely agree. The staff have an "i don't care attitude". The cinemas are filthy & the chairs are sticky. No wonder people would rather pay R25 for DVD rather R45 for a crap environment. - Miss Vee |
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