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MoviePass offers refunds to users affected by service outages

By Eric Brackett

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On Friday night, July 6, some MoviePass users encountered a problem that prevented them from accessing the service. The company quickly confirmed that it was aware of the problem and said it would issue refunds to customers who paid for tickets out of pocket.

Unfortunately, the company’s solution failed to satisfy all of its customers. Frustrated users took to Twitter to complain about the issue and said that MoviePass’ reputation for poor customer service made it unlikely that any such refunds would be issued.

Regardless of how quickly the company handles the refunds, it still reflects poorly on MoviePass, which is facing a bit of an image problem due to recent changes in its service, including the use ofpeak pricingand conflicting statements on whether it would keep its popular one-movie-a-day model. Eventually, the company announced that theone-movie-a-day plan was here to stay.

Perhaps worst of all for MoviePass was the timing of this service outage. The incident occurred on the release day of Marvel’sAnt-Man and the Wasp, forcing some users to pay out of pocket for one of the summer’s most anticipated blockbusters. On Twitter, a handful of users questioned whether this outage was truly an accident. While there is no evidence to suggest that this was anything more than a case of bad luck, it does highlight MoviePass’ declining reputation among theatergoers.

Despite these issues, MoviePass remains a popular option for many moviegoers and the company’s subscription model has even prompted AMC to roll out a similar, albeit more expensive, serviceto compete with MoviePass.

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