On Sunday I went to my local Cineworld with Gary to watch Dead Pool,it was the first film i’d been to see in the cinema since April last year, and that was also the first time I had ever used Audio Description, so I was really looking forward to trying this out again, especially as I knew the film was going to be action packed!
Gary and I went to the Cinema with a few friends’ one of whom was also Visually Impaired. He and I both opted to have the Audio Description headphones. For those who don’t know, if you opt to use AD headphones then you need to sit on an aisle seat in order to get the best signal for the Audio Description.
We were placed in row 6 of the Cinema as there was limited spaces for our group to sit together.
We sat down and got settled for the film to start. My headphones weren’t working properly, so my friend offered to swap headphones, and move an aisle ahead so we were both on the end seat. Unfortunately this still didn’t make a difference, I couldn’t get a signal from my headphones and when I did, it was like listening to very loud static!
The film had already begun at this point, and i was frustrated because there was a frantic first scene so there was lots to pay attention to. As a totally blind person, it’s hard to follow a very action packed scene, even more so if there is no audio feedback from the characters.
I shifted around a lot, tilted my head in different ways and messed about with the headphones to try and get them to work. I had no luck whatsoever.
I will admit I became pretty miserable and irritated with my situation… I knew how much I was missing out on not having the fight scenes audio described, and as there was a lot of other factors to take in I felt like I couldn’t keep up with what was going on properly.At home i don’t use Audio Description to watch the TV, so it isn’t like I depend on it, i think it was because i paid for an experience I was not receiving.
Gary tried his best to help me but also got nowhere, we resided to the fact that the headphones weren’t working, so Gary kept me up to date with each scene so I didn’t miss out on the fighting / funny bits, which I was so grateful for!
After the film had ended I spoke with my friend and he suggested I go speak with the manager and explain my situation.
So that’s what I did.
I explained my situation, and the manager and other staff were very apologetic for the annoyance and inconvenience it caused me,. They offered me a free cinema ticket to see any film, and assured me that they would check the headphones and fix any faults.
I was truly grateful for such excellent customer service given by Cineworld. Not only didd the staff take my review seriously but they also saw me as an unhappy customer, and as an effort to maintain my services they extended me a very kind gesture of a free ticket.
My experience of the film may not have been as good as it could have been, but thanks to the very helpful and kind Staff at Cineworld, I was taken seriously and my negative review was taken on board and dealt with in a positive and friendly manner.
Every cloud has a silver lining, and even if I choose not to go back and watch Dead Pool in the Cinema, Gary and I can enjoy a random date night together we may have not have done otherwise! 🙂
Have you ever experience great customer service after something wasn’t quite right? Let me know in the comments below 🙂
Much love, Sassy x