I’m not the kind of person who complains about service. I might have short hair, but I’m not the “I’d like to speak to the manager” type. As someone who feels incredibly passionate about the film industry, however, I cannot let this go. Ster-Kinekor and the likes want to know why people aren’t going to the cinema anymore? Maybe they should take a good look within.
On December 17, I headed to Ster-Kinekor at Mall of Africa to watch Aquaman. The excitement was real and I was pumped for the James Wan-heralded undersea adventure. Unfortunately, right off the bat, I could tell that the staff were having a bad day. The attendant at the self-service kiosk snapped at me, telling me I didn’t need to collect my tickets, even when I told him I still needed to order snacks, though. Then, at the snack counter, the attendant seemed to have left her festive spirit in her previous life. Nonetheless, I get it – it’s the Christmas season and it’s hell in retail, so I let it go.
When I sat down and the trailers started, I saw a blurred line horizontally across the screen. Needless to say, this line didn’t disappear and remained throughout the entire film. In my opinion, it was likely a kink in the actual screen or the camera lens was dirty. This isn’t the first time I’ve had issues with the picture quality at Ster-Kinekor theatres, and I’ve raised this same problem on at least two occasions (with no answers provided). I made the best of it, though, and watched the film – even if the picture quality betrayed the time, money, and effort that Warner Bros. invested in the movie. It’s pretty good, by the way, so you should check it out.
System latency issues messed up my viewing experience, I'm due for a repeat 36 minutes later 😑@sterkinekor pic.twitter.com/diB5E3LFcG
— Smilo Gosa (@SlimGosa) December 17, 2018
Now, I don’t know if during its renovations Ster-Kinekor lost its cinema etiquette or something, but it committed a cardinal sin as the Aquaman credits rolled. The lights went up immediately, as the cleaners started chasing the clientele away so they could clean up. There are two problems here. First, it’s a comic book movie, which means there will always be a post-credit scene (and there was). As soon as the operator realised there was more to it, the lights went off, but about two-thirds of the cinema was already gone. Second, it’s disrespectful to everyone who worked on the film. A movie isn’t over until the screen fades to black. Whether you choose to stay until the end is your choice, but Ster-Kinekor is spitting in the face of the film industry by treating the credits as unimportant and an afterthought.
The worst part about this? It isn’t the first time that any of these things have happened. Even though the experiences left a sour taste in my mouth, I feel it’s fair to provide some constructive feedback for Ster-Kinekor and not just complain about it.
.@sterkinekor @crestacentre is the worst, needs a whole new management team. Staff us rude and doesn't know how to speak to customers
— Shane Louw (@shane_da_louw) December 17, 2018
First, the staff need to check their ego at the door. The process of buying movie tickets (and snacks) has changed; the average moviegoer won’t know what to do since there’s hardly any visible signage. Several times, I’ve witnessed the staff get irritated and annoyed with the patrons because they don’t know the process. This is a failure on the brand’s side to educate its consumers. Don’t get me wrong – I think the new process is smoother and more effective, but people can’t assimilate it via osmosis.
Two, check the screens and equipment for goodness’ sake. The reason people go to the cinema is for the full experience. If your sound, cameras, or screens are faulty, fix them. There’s simply no excuse for the lack of quality control.
@sterkinekor #vaalmall how can a cinema let a group of drunk people into a 11:30am movie with alcohol in their hand and then do so repeatedly as they came out 2 to refill. They were loud and rude ina family film
— Sandra Barbosa (@Sands023) December 17, 2018
Three, educate your staff about cinema etiquette. You are a massive cinema franchise. Treat your products with the love and respect that they deserve. If I want to stay right until the end, I shouldn’t be chased out. I get it – you want to get the cinema clean for the next showing, but if you didn’t show that damn OUTsurance ad a hundred times, you’d probably have more time for preparation.
With more and more people avoiding cinemas in favour of streaming services at home, it’s crucial that the likes of Ster-Kinekor ensure that it’s providing the best possible experience to its consumers. I love going to the movies, but even I’m questioning if I want to go through these same issues again. When I walk out of a movie, I want to feel elated – not like I should’ve stayed at home and waited for the film on Blu-ray or DVD.
It has now been 49 days since Ster Kinekor has taken money from my account, as well as my husband’s account (this was for Avengers, so I kind of get that there were problems on the system), without issuing (expensive 3D Imax) tickets. I have sent multiple emails and messages, and nothing has been done to rectify this. In fact, the Ster Kinekor team has twice insisted that I give them my 16 digit card number!!! Excuse me, but I think you have stolen quite enough from our accounts already. 😂 On top of that my husband’s booking was actually confirmed, and we drove all the way to The Grove, only to be told that we did not have tickets after all.
Ster Kinekor are like literal trolls as there staff does actually need to learner how to respect and treat there clients in an understandable manner as we come to the cinema to have a quality and best experience possible not to get treated like animals because of there attitude.
What’s even more upsetting is when they book your seats incorrectly three days in a row and tell you that they’ll ‘reserve’ your snacks for you….yet You bought the tickets and booked your seats with the assistance of a staff member…smh
I got fed up with cinemas ages ago. I can’t watch 3D movies and they never show the good movies in anything but 3D now… so I don’t bother to go. The last time we drove far to see Black Panther in 2D and it was the worst cinema I’ve ever been to (one of the older ones at Tygervalley). I gave up.
Why did they do away with kiddies size soda. It was 350 ml. Just the right size for me personally. So if we want soda. We are forced to buy 500ml. Lately, they don’t even have 500 ml.
I totally agree! The customer service element is completely lacking from SK. They have all the other boxes checked, but customer service is not in the training manual. Parow Mall SK could definitely do with a staff morality upgrade, the staff always seem distracted by other internal events or their phones. Tygervalley doesn’t fare any better. CapeGate is a refreshing change though.
I can remember every bad experience that I’ve had in a cinema, what film I watched and at which multiplex. Nu Metro and Ster Kinekor are both horrendous and my trips to the cinema have dropped dramatically as a result.
To quote a world leader: “sad!”
They also seem immune to world movie events, Back to the Future 30th anniversary was met all around the world with showings of the films, not even a mention from our cinema chains. ‘Once Upon a Deadpool’ was released last week in many countries in cinemas, any news from the 2 major players? Nope!
It’s treated as a business and that’s unacceptable. It should be a passion 1st, business 2nd.
*sigh*
You should try out the new Century Cinemax in Northgate, their prices are reasonable, they have a different theme for every cinema, Luxury, Gold Screen and Dolby Atmos etc, there is also an in house cafe and the staff are super friendly. I gave up on Ster Kinekor when Fiaz Mohamed left as CEO.
Here is where I’d like to jump in too.
Let’s be real, going to the cinema is an experience and an occasion now, primarily because of how expensive it is to go to one.
If a cinema doesn’t provide an experience or fails to treat people better than a streaming service and a couch at home, they’re failing. I think complaints and reviews from blogs or media houses like this should be seen as constructive; it takes a lot for a media platform to publish a bad review about a brand, so the brand should see this as serious and use it to improve.
Remember; you are not special, in a world of mobile streaming experiences, you are actually more of a once in a while extra, be careful not to insult your advocates.
I don’t think you can post this without allowing Ster Kinekor the right of response?
@Concerned Can and did. A response would be welcome, but is not required to lay out historical facts.
Oh wow, we watched the 5:30pm show at MOA today as well. To our surprise the lights went up during the end of the movie…Was immediately switched off after 6-8 seconds…but yes the staffs attitude today was really off…
The experience was an absolute shocker! Sandton Prestige cinema lacks any form of comfort….seating packed side by side and noisy every time you want to adjust reclining seat. People waiting in lines to be served at Prestige counter for their orders.
I have people who work at Ster Kinekor, and I make a point to complain or compliment on my experiences. However, there have been more situations where I am complaining than anything else.
As an audio engineer for film and commercials, I find myself sitting in the studio from, time to time thinking why have I spent the last 3 weeks with clients on this project when the cinemas just screw things up.
The picture quality is off most of the time the sound is messed up more often than it should be… I have spoken to the guys at Ster Kinekor, and I have spoken to the people who set up the new systems, and they always seem to blame someone else or even tell me that there is nothing wrong with the systems… The piracy problem will not go away till the cinemas sort out their issues.
I have a home theater at home with a correctly setup 7.1 system, but I much rather prefer the silver screen.
I am a big fan of the concept behind Prestige cinemas. Initially it was implemented ok.
Paying a premium for premium experience.
As time has gone on, the service has dropped. Cavendish selection of films was also compromised over 2016 and 2017. Finally 2018 more quality silver screen options have been made available again.
Given the restricted selection, I was forced to try Nu Metros VIP cinemas at Canal Walk.
4 cinemas as opposed to 2.
Sorry Sterkinekor but you have dropped from top spot.
Haven’t had a good experience at Sterkinekor for a very long time.
Sterkinekor is pathetic lately. Kolonnade is closest to me and it now 6 months that one can not order an up size Double Take because the code isn’t on the system. Their solution is not fixing the code but sticking a sticker over the price that’s supposed to mean unavailable. So we either get small popcoeand drinks that don’t last. Of have to order two separate large combo’s that cost more than the large Double Deal does.
Furthermore it happens often that the movies start but the light don’t go down so one has to now leave the cinema to hunt for a staff member to turn the lights down, then they give an attitude and tell you you’re impatient, the light will go off. It doesn’t and someone again has to go out to find staff. Drives me so mad. And they couldn’t care less. Such crap service for such excessive prices!
I visited the sk theatres at sandton city after their renovations, the sound quality is actually piercing to the ear now. It’s terrible.
Wow…ster kinekor really needs to up their game…I’ve had trouble with their cinemas and staff on more than one occasion and everytime it was someone will get in touch with you and no one ever did…they don’t particularly care that if everyone eventually has enough of the horrible lack of service and blatant lack of respect for cinema goers that all these people will just stop going to the cinema. I’ve stopped because of all of this and I was going to go watch aquaman tonight but after reading this I’ll wait till it’s on dvd
Hi Liana,
Guest experience is most important to us and we are disappointed to hear that this is how you have experienced our re-vamped cinema.
We would really like to get in touch, please send your contact details through to [email protected], so that we can see how best to improve the experience and keep you coming back to our cinemas.