Complaint Review: CinemaNow

In June of 2016 I reported that I was no longer able to view movies on my Samsung Tablet or Smart phone. After days of the trouble shooting showed it was on Cinema Now's side and not mine, they stated, "Our engineers are looking into the problem. In August when the app was still not working, I contacted CinemaNow again and was sent a troubleshooting email which appeared to be auto-generated. I responded to this stating that they should refer to the previous ticket and that the issue was on their end. I was advised that their engineers were still working on it but there was no ETA. However I was still able to use their app on my laptop. I politely advised them that when I purchase movies, I purchase the UV copy to watch at the gym and that balancing the laptop while using the elliptical was not feasible. In addition, while at home I use the Blu-ray. For six months I sporadically attempted to use the app but turned to Netflix and Hulu as these were still properly working. February 2017 (8 months later) I once again sent an email and received the same BS auto-generated email to attempt some troubleshooting tips (copy follows). "June of 2016 I reported that I was no longer able to view movies on my Samsung Tablet or Smart phone. After all of the trouble shooting showed it was on Cinema Now's side and not mine, they stated, "Our engineers are still working to on a solution and there's no ETA as to when it will be...We appreciate your patience while we work to get this issue resolved."

Well, it has been over 8 months. I am out of patience and beyond angry that I have movies which I have purchased on UV that cannot be watched because your engineers cannot figure out the problem. I truly believe that CinemaNow has a side agreement with Apple at this point and hopes that its users will switch to an Apple phone just to watch movies. As stated before, I do not watch movies on my laptop. Only on my tablet or phone at the gym...where it is very difficult to balance a laptop while working out. Please reference tickets 118194 and 113177 and for the love of sanity, please have the consideration to spell my name correctly. I am as disappointed in your services as I was with my VW TDI when I found out that they had been misrepresenting the emissions.

At least they attempted to rectify the situation." I received a response similar to we appreciate your patience while fix this to which I replied as follows: "...We appreciate your patience while we work to get this issue resolved." Well, it has been over 8 months. I am out of patience and beyond angry that I have movies which I have purchased on UV that cannot be watched because your engineers cannot figure out the problem. I truly believe that CinemaNow has a side agreement with Apple at this point and hopes that its users will switch to an Apple phone just to watch movies. As stated before, I do not watch movies on my laptop. Only on my tablet or phone at the gym...where it is very difficult to balance a laptop while working out. Please reference tickets 118194 and 113177 and for the love of sanity, please have the consideration to spell my name correctly. I am as disappointed in your services as I was with my VW TDI when I found out that they had been misrepresenting the emissions. At least they attempted to rectify the situation. If someone is unable to use an app for 8 months, "I'm sorry for all the trouble with our service" does not cut it. Imagine not being able to use Netflix or Hulu for 8 months. Do you think they would say "our technicians are still working on it"? They would have cleared up the error within a week. It is simply not a priority for CinemaNow. It has basically told all of its Android users that they are not valuable. As I stated, for every day that I have been unable to use the service and every day moving forward, I am adding negative reviews. What a horrible way to run a business."

I just received an email from their head of customer service with some statement that Android stopped supporting their app and that "Our development team is extremely small and they have been locked into working on critical infrastructure issues. A new Android solution is very high on our list of priorities - I am truly hoping we will have a solution in the first part of the new year." In other words, we have other priorities and even though a large chunk of our customers cannot use our app, we are not hiring any additional developers. Horrible experience sitting with 30 titles I would like to watch at the gym or while traveling but can't...and have not been able to for eight months.