by pow wow » Mon Sep 24, 2012 3:56 pm
The reply I got from Cineworld regarding the volume and lack of 5.1 issues. If the concert was preset with volume as loud or preferably louder than than documentary we wouldn't have had this problem. Also wouldn't go amiss for Cineworld to train more staff.
Dear
Thank you for contacting Cineworld.
First and foremost, please accept our apologies for failing to your expectations during the “Hungarian Rhapsody” performance which took place in Cineworld Liverpool on the 20th of September, 2012, it is our goal to provide a sensational time at our sites, and therefore I am sorry to learn how on this occasion it might not have been the case.
I have contacted our Liverpool cinema Management Team to discuss the possibility of increasing the volume during performances of alternative content, such as “Hungarian Rhapsody”, and I have been advised that the volume can be increased, however, due to its extreme sensitivity, the Cinema Team is not allowed to adjust the levels due to the possibility of producing have adverse effects on the quality of the sound.
These levels have been designed to produce the best possible effect, taking in account diverse aspects, such as the auditorium’s size, or equipment, and in this context, I’m afraid to advise that our Cinema Team has not been trained to determine these particular details, which to our knowledge, only the distributors can upon being advised by hired professionals within the field.
I can understand how this issue has diminished your appreciation for this performance, and I can assume you hope that Cineworld becomes more active in regards to details of this nature, therefore, please allow me assure you that we will consider this issue accordingly. I shall forward this information to our Marketing Team in a view to provide the distributors with some feedback on what is being reported, and hopefully, improve the customer experience even further.
I have been advised that by Cineworld Liverpool cinema Team that no feedback was reported to Management, please feel free to request the Duty Manager's presence, who is available at all times to assist with any issues or concerns our customers may have. If there is any aspect of your cinema experience that you are unhappy with, please feel free to speak to the Duty Manager and where possible a resolution can be met immediately.
Your comments have been passed to our Marketing Department as part of our continual effort to collate customer feedback which we will reflect on when taking our business forward in the future. Cineworld would therefore like to thank you for taking the time to write to us with your concerns. Please rest assured, your comments will be considered.
I hope this information has been helpful, for any other queries, please contact us via telephone on our Customer Service Line on 0844 815 7747, our offices are open from Monday to Friday between the hours of 9:00am and 5:30pm and Saturdays from 10:00 am until 06:30 pm, alternatively, simply reply to this email.
Kind regards,
Carlos Evora,
Cineworld Customer Services."