Film-Tech Forum ARCHIVE: AMC Metreon SF Dolby Cinema Problem

my profile | my password | search | faq & rules | forum home

»	Film-Tech Forum ARCHIVE » Operations » Digital Cinema Forum » AMC Metreon SF Dolby Cinema Problem (Page 2)

This topic comprises 3 pages: 1 2 3

Author

Topic: AMC Metreon SF Dolby Cinema Problem

Brian Woods
Film Handler

Posts: 32
From: Memphis, TN
Registered: Dec 2005

posted 04-06-2017 07:18 AM

I agree with you too Carsten. But you've never had an equipment malfunction? I wonder if every show after that day went fine? I'm saying sometimes we are too quick to jump and point out a problem. I'm sure AMC and Dolby will be fine after this review. What's even more interesting how quickly everyone jumped on my post, but nothing about the origin post at all. So, put down your pitch forks and torches... I agree with most of you... well not some of you.. well, just maybe a few.... take a breath... and hopefully you all have a glitch free day.

| IP: Logged

Bobby Henderson
"Ask me about Trajan."

Posts: 10973
From: Lawton, OK, USA
Registered: Apr 2001

posted 04-06-2017 09:45 AM

There shouldn't be anything wrong with the gear in these new "Dolby Cinema @ AMC" installations. The dual Christie 6P laser projectors are new. In most cases the Atmos-equipped sound systems are new (unless it's a former Prime/ETX house with Atmos). All this stuff should still be under warranty have a good service plan. In this theater's case, Dolby's HQ is nearby. There should be no operational problems with this new, premium ticket price auditorium.

I'm willing to forgive some minor glitches in the presentation of a movie. The slack I'm willing to extend decreases rapidly as that ticket price rises. Any theater charging a premium to customers for their version of IMAX, Dolby Cinema or home-cooked fake large format process has to be on top of their game. They need to be checking the status of their sound/projection systems during down time and they need to be noticing glitches during presentations quickly. If they're going to be charging that much more per ticket they need to have booth staff periodically checking the show. This isn't one of those "press a button and forget it" situations.

Due to how modern stadium seated theaters are designed it is a royal pain in the ass to leave one's seat to go alert staff way out in the lobby something is wrong with the show. You have to carefully step over other people's legs, hand bags and other stuff to get to the aisle. Then you have to step down the stadium riser til you're nearly at the base of the theater screen and then walk another auditorium length to get to the room's entrance/exit. Then it's a fast walk or jog way out to the lobby where, if you're lucky, a manager or assistant manager will be present. Usually you have to tell a counter staffer the issue. There's no telling how long it will take for them to alert the manager about the issue. Some have walkie-talkies or phones to alert the booth or manager's office. Others have to pass the word by foot. By the time you get back to your seat you have missed several minutes of the show.

If I have to leave my seat to alert staff about a problem I'm going to have to fight hard to suppress any vibe to theater staff that I'm irritated as hell.

| IP: Logged

Carsten Kurz
Film God

Posts: 4340
From: Cologne, NRW, Germany
Registered: Aug 2009

posted 04-06-2017 11:02 AM

quote: Brian Woods
I agree with you too Carsten. But you've never had an equipment malfunction?

If I'd charge as much for admittance as AMC does for their Dolby Cinema showings, I'd wouldn't let it happen that a show starts without an image on screen. Sorry, not with that profile.
If we have no picture or no sound, we notice it 15min before we even let someone enter the auditorium. And after the show starts, someone looks into the auditorium to check wether there is still picture and sound. Is that a luxury? No, because we sell tickets for movie showings, so making picture and sound 'available' to paying patrons is our core business. Imagine running a dinner, and after you served a customer he comes back and complains 'The plate you brought to my table 5min ago and cashed for is empty'.

They do not only betray their patrons, they also betray their advertising partners.
They boast superlatives like no one else. They have to deliver. And the very least they have to accept is that people make their failure to do so public.

- Carsten

| IP: Logged

Marcel Birgelen
Film God

Posts: 3357
From: Maastricht, Limburg, Netherlands
Registered: Feb 2012

posted 04-06-2017 03:20 PM

quote: Brian Woods
I agree with you too Carsten. But you've never had an equipment malfunction? I wonder if every show after that day went fine? I'm saying sometimes we are too quick to jump and point out a problem. I'm sure AMC and Dolby will be fine after this review. What's even more interesting how quickly everyone jumped on my post, but nothing about the origin post at all. So, put down your pitch forks and torches... I agree with most of you... well not some of you.. well, just maybe a few.... take a breath... and hopefully you all have a glitch free day.

The reason why people jumped on your post is pretty obvious, isn't it?

Although the sarcasm in your post might have been somewhat obvious, it was also partially misleading. You also claimed Terry posted it on "social media". While I don't know what he posted on actual social media, this here isn't particularly Facebook, it's a specialist forum where people happen to discuss such things.

Then, like Carsten already put it. It's Dolby Cinema, it is advertized by both AMC and Dolby as the absolute Gold Standard in cinema. A technical glitch can still happen, but the mere fact that it went completely unnoticed and the customer had to go out and find someone to get it noticed is pretty unacceptable for such a premium product.

I recently attended a 2D Dolby Cinema screening, where they handed me Dolby 3D glasses at the entrance. The people that went in before me ended up with useless 3D glasses. I was pretty perplexed and I asked the guy if he knew it was a 2D screening. According to him, Dolby Cinema always used 3D glasses. I heard him ask some one else: Hey, can you tell me how this Dolby Cinema thing actually works. The show itself went fine though. Yeah, it might be a low paying job, but I consider this lack of interest in your job insulting, especially since you sold me this as a premium product at premium prices.

If this lack of care is the new gold standard, do we wonder why people choose to stay at home instead?

| IP: Logged

Mark Gulbrandsen
Resident Trollmaster

Posts: 16657
From: Music City
Registered: Jun 99

posted 04-06-2017 03:52 PM

quote: Carsten Kurz
Brian - this is a Dolby Cinema, not your round the corner Mom & Pop location.
They charge a premium. They have to deliver a premium experience. No excuses.

- Carsten

You must be new to going to AMC Cinemas!

| IP: Logged

Brian Woods
Film Handler

Posts: 32
From: Memphis, TN
Registered: Dec 2005

posted 04-06-2017 04:44 PM

Why won't you people let me agree with you? I agree with you, I agree with you...you're worse than my ex wife....I actually liked the review if that's what it is. The subject title leads me to think it's a complaint of a problem, not a review. Everyone has the right to complain. I'm doing it right now... I think...Also, anything you can post to is social media, so it's not misleading. Can we be social? Technical glitches come and go... sometimes they can be headed off. I agree that they should have caught that there was no picture on the screen. I also agree that they should have double checked their fix. They seemly tried to remedy their mistake by apologizing and offering passes to come back. I am not sure what more could have been done at that moment besides calling them a witch and burning them at the stake....I agree with everything everyone is saying... Everything should be 100% every time. If something does happen, did the management remedy the problem? Yes, No, Yes....but, I don't state something is a problem that happens one time with remedy. If it happens two times, then yes, there is a problem.... hence my second marriage...

| IP: Logged

Rick Raskin
Phenomenal Film Handler

Posts: 1100
From: Manassas Virginia
Registered: Jan 2003

posted 04-06-2017 05:26 PM

You need a thick skin to post on this forum. Seriously trough, I did see the humor in your sarcasm, but the key point here is that it is the theater's responsibility to endure the customer is getting the best experience possible and their experience of going to a theater is something special. Set it and forget it should never be permitted. Elsewise we are headed for extinction as described in another thread on this site.

| IP: Logged

Marcel Birgelen
Film God

Posts: 3357
From: Maastricht, Limburg, Netherlands
Registered: Feb 2012

posted 04-06-2017 06:01 PM

Maybe we can help you fix your first marriage in retrospect for you. Sorry, I was being sarcastic. [Razz]

quote: Brian Woods
Why won't you people let me agree with you? I agree with you, I agree with you...you're worse than my ex wife....

quote: Brian Woods
I agree with you too Carsten. But you've never had an equipment malfunction? I wonder if every show after that day went fine? I'm saying sometimes we are too quick to jump and point out a problem.

So, do you agree with Carsten or not? Yes! But no... That's how at least I interpret this post.

quote: Brian Woods
I actually liked the review if that's what it is. The subject title leads me to think it's a complaint of a problem, not a review.

Maybe it was a review AND a compliant? I'm pretty sure the original poster wasn't expecting AMC PR to respond though.

quote: Brian Woods
Everyone has the right to complain. I'm doing it right now... I think...

You do have many other rights too, like the one so popular in movies and TV series: The right to remain silent.

(Sorry, don't take it personal. I have the right to be sarcastic, haven't I? [Razz]

)

quote: Brian Woods
Also, anything you can post to is social media, so it's not misleading. Can we be social?

The misleading part is that you wrote it as if you're an AMC employee, not the social media part. Also, an AMC employee being present on this forum wouldn't be entirely unimaginable.

| IP: Logged

Brian Woods
Film Handler

Posts: 32
From: Memphis, TN
Registered: Dec 2005

posted 04-06-2017 06:15 PM

You have the right to be whatever you want pumpkin.. have we made it to 3 topic pages yet? #goals

| IP: Logged

Terry Monohan
Master Film Handler

Posts: 379
From: San Francisco CA USA
Registered: May 2014

posted 04-06-2017 10:26 PM

Thanks guys for your notes about by problem at AMC in SF. What I forgot to put into my first note besides all the problems during the pre show ads with the start and stop 2 or 3 times they are still remodeling the cinemas and during the non heavy bass sound from their speakers all our group heard loud banging and hammering going on from all the new way to large recliner seats they have been putting in during the day when half of the theatres are still open and showing movies. At least they need to have a sign at the one person out of 5 station boxoffice that work is being done and we are sorry for the noise or do this work late at night when the cinema is closed to customers. Yes when they have a new film in Dolby Cinema I will try the place again as the screen is worth the price of admission as It is the best curved screen in SF and sound to match. I just hope they get things correct so I don't have to go out to look for help again.

| IP: Logged

Marcel Birgelen
Film God

Posts: 3357
From: Maastricht, Limburg, Netherlands
Registered: Feb 2012

posted 04-07-2017 03:39 PM

If you're doing remodeling work with impact on your operation, you should at least inform your customers. I would also expect at least a discount to compensate for those kind of disruptions.

| IP: Logged

Brian Woods
Film Handler

Posts: 32
From: Memphis, TN
Registered: Dec 2005

posted 04-08-2017 11:36 AM

I agree with Marcel...(If he will let me) on the construction. If you heard banging and hammering, I would suggest contacting their customer service through their website. Hopefully they would reply back and possibly compensate you for your experience. The work should be done overnight or stop once movies are starting. Sounds like this visit wasn't good. To address the issue of pretending to be an AMC Customer Service Rep.... I am sure some companies out there look at this site from time to time. I thought I wrote in a satirical way that no one would think it would be a real rep saying those things. "Life Changing Event...." that should have been a clue... but I guess some people have a sense of humor, some don't. No one commented on the original post for a whole week. I guess it wasn't worth replying to until something else was added to the post that brought out the pitch forks and torches? We all want every visit from customer to exhibitor to be 100%. It's the only way we get people to come back. If something is not 100%, we do need to make it up to the customer. To say you have never had a problem with equipment, that you never had to apologize to a customer for a projection issue, seems hard to believe. If I brought up a Yelp review for the theaters that you're over or work at, would they all be 5 stars? Presentation and Customer Service are the two key factors here. Seems that they need work on both. If there is a problem, and the customer service addressed it, and offered another chance to come back, I would give them one. If the second visit had issues, then yes, I would not be a happy camper. I am interested in his review because with all new technology, there will sometimes be glitches. Lab testing is one thing, field testing is another. I have found out over the years, especially with new equipment, you have to work out the kinks and bugs. I agree the management should be checking for issues and heading them off. If there was not a picture, could something had been not turned on for the projector? Sounds like it. That's a training issue, and should be addressed. Overall, only a few offered response to the original post after my first post, and the rest focused on me, which is fine. I did poke the bear, and sometimes its interesting to see if the bear ignores you, or if they want to maul you. My opinion may differ on how their experience went and how it was handled. With the more facts that came in, it didn't go well. I hope Terry goes back and everything goes 100%. I would like to know either way. I would also suggest to still go through their website and send in a comment card. This way you have sent them something that maybe their home office can address. (Construction only overnight.) I hope everyone has a glitch free week, and look forward to the next review.

| IP: Logged

Marcel Birgelen
Film God

Posts: 3357
From: Maastricht, Limburg, Netherlands
Registered: Feb 2012

posted 04-09-2017 06:34 PM

There's no reason why I couldn't agree with you. There's nothing personal about this discussion.

The point is, everyone in the business has lost a show from time to time. A lot of technical details have to come together to get a show running and sometimes stuff fails.

Everybody in the business has had to deal with immature hardware or software. Part of this is also the reason some around here still have a job.

Screwing up a show or even losing an entire show is one thing. Usually you can fix the damage to your reputation by explaining the situation and handing out free-passes or other goodies. But letting your customers sit in the dark is another thing, especially if you went for the show that markets itself as the thing that cares the most about quality.

While a technical glitch might be entirely excusable, the latter, letting your customers sit in the proverbial dark, until one of them actually realizes the problem isn't going to fix itself, is something else. It's showing lack of respect to your customers and that's the entire point.

| IP: Logged

Martin Brooks
Jedi Master Film Handler

Posts: 900
From: Forest Hills, NY, USA
Registered: May 2002

posted 04-17-2017 03:11 PM

In NYC, AMC charges $23.29 for a seat at the Dolby Vision screen. They charge $21.49 in San Francisco. If you order online, there's an extra $2 charge. As far as I'm concerned, this is serious money. I expect perfection. No excuses. Period.

In the case mentioned, this level of incompetence and uncaring, especially on the primary screen (as in "AMC PRIME") is absurd. A staff member can't stick their head in to make sure the show starts okay if there's no projectionist? And why is there no projectionist? And if there is a projectionist, why didn't they catch the problems?

| IP: Logged

Bobby Henderson
"Ask me about Trajan."

Posts: 10973
From: Lawton, OK, USA
Registered: Apr 2001

posted 04-17-2017 03:46 PM

quote: Martin Brooks
In NYC, AMC charges $23.29 for a seat at the Dolby Vision screen. They charge $21.49 in San Francisco. If you order online, there's an extra $2 charge. As far as I'm concerned, this is serious money. I expect perfection. No excuses. Period.

The concessions prices at those theaters are likely in proportion to those high ticket prices. However, Manhattan and San Francisco both have some of the highest living costs in the nation. San Francisco has a $15 per hour minimum wage law going into effect in 2018. I could survive okay here in Lawton on $15 per hour. Living on $15 per hour seems impossible in San Francisco. I don't know how coffee shops, restaurants, movie theaters and other service businesses could staff any positions at that rate with such extreme living costs. Anyone trying to commute from a somewhat more affordable place like Tracy or Stockton would see any of the extra pay eaten by commuting costs, along with many hours of valuable time.

| IP: Logged

All times are Central (GMT -6:00)

This topic comprises 3 pages: 1 2 3

Printer-friendly view of this topic

The Film-Tech Forums are designed for various members related to the cinema industry to express their opinions, viewpoints and testimonials on various products, services and events based upon speculation, personal knowledge and factual information through use, therefore all views represented here allow no liability upon the publishers of this web site and the owners of said views assume no liability for any ill will resulting from these postings. The posts made here are for educational as well as entertainment purposes and as such anyone viewing this portion of the website must accept these views as statements of the author of that opinion and agrees to release the authors from any and all liability.