MoviePass sent users a bizarre apology email from dog

This
strange email was sent to MoviePass subscribers on
Wednesday.
Screenshot/MoviePass

• MoviePass sent subscribers a bizarre email on Wednesday from
  its “Director of Barketing” saying it was listening to and
  learning from user concerns.
• “I see these humans working like crazy to make MoviePass
  better and better for you as fast as possible,” the email said.
• Users took to Twitter to express their displeasure with the
  email, with some saying it was insulting and questioning whether
  it was mocking customers.

Troubled movie-ticket subscription service MoviePass wants users
to know that it is listening and learning from user concerns — or
rather, its “Director of Barketing” wants you to know that.

MoviePass sent subscribers a strange email on Wednesday with a
picture of a dog claiming to be “Chloe, the Director of Barketing
at MoviePass.” The email, phrased as if “Chloe” wrote it, said:
“I’d like to explain why from time to time you have had a ‘ruff’
experience with us but it turns out that I’m a dog and I can’t
talk.”

“What I do is that I see these humans working like crazy to make
MoviePass better and better for you as fast as possible,” the
email continued. “They are so grateful for your membership and
support while they work it out.”

It concludes with, “We’re listening. We’re learning. We’re
changing.”

MoviePass subscribers have regularly expressed their displeasure
with MoviePass’ customer service and its inability to address
their “ruff” experiences, and getting an email from a fake dog
isn’t likely to change that.

Users quickly took to Twitter to voice their opinions, with
somecalling it insulting and unhelpful:

MoviePass has changed its rules and features several times this
year in an attempt to sustain itself financially, to the
annoyance of many users. In July, it announced that it would raise its
monthly price from $9.95 to $14.95, but allow users to see a
movie a day. It quickly rolled back those changes, and promised
to keep the price at $9.95 a month, but limited the number of
films a month to just three. 

It began transitioning all annual subscribers to this new monthly plan over the
summer, and during the transition, it limited the films that users
could see (keeping some blockbusters off the app, for
instance). Months later, that still hasn’t changed, and the
available films and showtimes on the service are still
restricted and change on any given day.

But not everyone is upset with the service. According to a recent
survey conducted by on-demand insights platform AlphaHQ for
Business Insider, 56% of users who subscribed in the
last six months said they were satisfied with MoviePass.
Still, 18% said they planned to cancel.