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Where the $#%@ is the captions?

By Jclarke 4 January 2011 34

Allow me to tell you a little about myself, I am pretty much still a newbie to the-riotact.com however I am deaf. Just wanted to share this frustration to you guys, this may help expand to other deaf and hard of hearing rioters out there, if any.

Earlier tonight, I attended a movie session of ‘Love and other Drugs’ which at the time was available with open captions – I have not been to the cinemas in ages and was looking forward to captioned movies at Dendy Cinemas in Canberra City. 5 minutes into the film, I was very disappointed that the captions didn’t show as they were supposed to be! I walked out of the cinemas and with a angry gesture to the staff and demanded why it wasn’t captioned, and I was taken to a supervisor, and they went to investigate why they didn’t show the captions, they simply forgot to turn it on, that was not enough excuse to explain. I demanded a refund and I left in huge frusration, they even said I was allowed back in (also ticket refunded) but I refused because I already lost 15 minutes of the film. They apologised but a apology and refund wasn’t good enough.

In the past, Hoyts Belconnen had captioned films available, but I was not impressed with their performance in the past, as they tend to break down all the damn time, and you know I am from the southside, most of the time, I felt it was a waste of time and money to go to a captioned movie in Belconnen, however I was pleased to see that Dendy’s was available, they performance was fantastic however in recent times, was disappointing. Not so great start into 2011.

No offense to the people who works for Dendy Cinemas, I appericate your service but Dendy Cinemas needs more improvements towards to the deaf and hard of hearing community.

I will be writing a formal complaint letter this week.

Thank you for reading.

What’s Your opinion?


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34 Responses to
Where the $#%@ is the captions?
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la mente torbida 3:16 pm 06 Jan 11

We’re all special

JustThinking 10:49 pm 05 Jan 11

Hi Jclarke,
My son is tone deaf so I have been through these issues heaps…not with cinemas etc but other places.
HARD for others to understand.
Once found his 4th grade teacher (hands on his desk) screaming in his face…When I asked what her problem was she said “he won’t listen to me” DUH!!! Wonder why??

I agree with you. May have been a mistake, they may have offered a refund etc,,,,so that just means you have to travel again to see a movie you may not want to see…not to mention the time/travel you had already lost. Not to mention a planned night out.

Stuff them,,,,

carnardly 4:57 pm 05 Jan 11

Sms system if they have it installed, and manned? Or email – and wait how many days for a response? Nothing spontaneous about that.

sepi 3:54 pm 05 Jan 11

re:
21
watto23 (Rioter) 14:45, 04 Jan 11

I like everyone else understands the frustration, but it seems a genuine mistake. If something like that was important to you, maybe next time just confirm its captioned. Yes you shoulodn’t have to, but I know I confirm many things that are important to me before say booking a holiday or hotel and dining out I confirm things before ordering.

– How should a deaf person confirm something like this – by phone????

sandcaw 3:07 pm 05 Jan 11

If it is any consolation, I have seen this movie and it was hugely disappointing. I can understand your frustration at what happened to you. Use your refund and hire it when it comes out on dvd!

Icepoet 1:21 pm 05 Jan 11

In my experience I’ve actually found the staff at Dendy to be very helpful and considerate in regards to disabilities.

About a year or so ago – back when the latest round of 3D movies started being released, I made an offhand inquiry at the box office while purchasing tickets for a regular movie, about whether a 3D picture might still be watchable for a friend of mine who has an eye condition. The staff member wasn’t sure but called the manager on duty to ask her opinion.

The manager came over straight away and I mentioned my friend’s disability to her and asked her if she knew if the 3D session would still be watchable for my friend. She said that she wasn’t sure either but offered my friend a free ticket to check it out for herself and report back to the Dendy staff so they’d know the answer in case there were any other inquiries in the future. She gave me her name and phone number and said she’d be happy for my friend to call to organise a ticket for her to try out a 3D movie sometime. Unfortunately my friend was in the process of moving out of Canberra and wasn’t able to take her up on her offer before she left.

I thought that it was very considerate of the staff to acknowledge that while they didn’t know the answer to my question they were willing (without any prompting from me), to offer my friend a chance to see the movie for free so that they could have a better understanding about how a disability, like the one my friend had, would affect their customers and so they could advise future customers accordingly.

georgesgenitals 1:05 pm 05 Jan 11

“I am a regular Dendy customer, I’d go back, however they need to realise they make a mistake that enrages the customer to walk away just like myself yesterday.”

Sounds almost like a Chuck Norris movie!

LSWCHP 12:57 pm 05 Jan 11

“I am a regular Dendy customer, I’d go back, however they need to realise they make a mistake that enrages the customer to walk away just like myself yesterday.”

*Enrages* the customer? Huh? I can understand you being cheesed off a bit by what happened, but being enraged in this situation sounds like a completely inappropriate reaction. I’d suggest saving your rage for situations where people people try to kill you, and similar circumstances.

You also wrote in the original post that you made an angry gesture to the staff. If that’s the case I reckon that you’re lucky to have received the apparently courteous response that you did.

Overall, I’m not feeling a huge tsunami of sympathy happening here.

Ryan 12:18 pm 05 Jan 11

Seems to me like Dendy did all they could do to rectify the situation, short of starting the movie again from the top. I think we’ve all experienced issues with a cinema at one point or another, deaf or not. These things happen.

Jim Jones 11:43 am 05 Jan 11

“continue to be noisy about film captioning”

Heh heh heh

akinom 10:03 am 05 Jan 11

Whether or not the OP received a refund is really not the issue. It’s the woeful lack of community awareness and sensitivity to people with disability. And they are not a minority – the Productivity Commission estimated that in 2009, one-fifth of the population, over 4 million, had a disability of some kind. People without disability really don’t know what its like. I didn’t until my spouse acquired a brain injury resulting in mobility difficulties. So OP, continue to be noisy about film captioning, it might get through to Dendy and other cinemas eventually.

Skidd Marx 3:49 pm 04 Jan 11

What an utter disgrace. I would have refused to leave until the employee responsible was sacked on the spot. Furthermore I would be inclined to litigate for the obvious emotional turmoil you were put through. After all, this is exactly the type of case our uncluttered legal system is crying out for. I thought I had problems in my life but thanks for putting things in perspective for me.

georgesgenitals 3:03 pm 04 Jan 11

If I were in the OP’s position I’d be asking for a discount each time I went to the movies, given that I could only consume the visual portion of the entertainment and not the audio.

watto23 2:45 pm 04 Jan 11

I think everyone understands the limited nature of captioned movies.
But we don’t understand what you wanted. They refunded your ticket and offered another. So it may be difficult for you to use that ticket, but maybwe you could give it to a friend?

I like everyone else understands the frustration, but it seems a genuine mistake. If something like that was important to you, maybe next time just confirm its captioned. Yes you shoulodn’t have to, but I know I confirm many things that are important to me before say booking a holiday or hotel and dining out I confirm things before ordering.

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