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Updated by user Jul 06, 2015

A supervisor did contact me, and sent me a promo code for two free tickets up to $39 value, including convenience fees, with a three-week expiry. I have been able to use the code and am looking forward to seeing a movie this evening with my wife.

Good for Fandango.

Also, in the interim I have been able to successfully use the Visa +1 Movie Fridays feature without any real problems -- it still claims "We're sorry, it looks like you have already used your +1 Movie Fridays offer" but the discount is still applied.

Original review posted by user Jun 26, 2015

My most recent experience with Fandago and Visa +1 Movie Fridays offer was very negative. I wasted oodles of time. I hope you can learn from my experience.

Starting just after midnight local time on 2015jun26 I tried to purchase two tickets to โ€˜Inside Outโ€™ for my son and his wife using a Visa signature card to take advantage of the +1 Movie Fridays offer. My Visa Signature card number passed the initial test. At the โ€œOrderโ€ screen I received the usual โ€œWeโ€™re sorry, it looks like you have already used your +1 Movie Fridays offer ...โ€ error message. I say โ€˜usualโ€™ because every time I have used the +1 Movie Fridays offer I have received that message (even though Iโ€™ve never used any of my cards more than once), and it hasnโ€™t mattered, the discount has still been applied, as it was in this case. I then click โ€˜Continue Checkoutโ€™ so I am on the โ€œReviewโ€ screen. Everything looks fine, I still have more than five minutes to complete my order. Then I click โ€˜Complete My Purchaseโ€™. Now I see โ€œERROR 500: UNABLE TO PROCESS YOUR REQUESTโ€. I try many other times, using other web browsers, on a laptop and on my cell phone, off and on intermittently until mid-afternoon (remember I started just after midnight). Although failure modes differed, the common threads were that the links to start down the +1 Movie Fridays offer were active, and I yet could never successfully complete the transaction. There was no indication that there was anything wrong with Fandangoโ€™s site. Finally, I was down to the wire, as I had promised a pair of tickets to my son and his wife for a 5:10pm show, so I went ahead and purchased them (including two *convenience* fees) without benefit of the +1 Movie Fridays offer. That worked fine, on the first try. Later in the day I contacted Fandangoโ€™s โ€œLive Assistanceโ€ -- it was not available when my first failure occurred and I didnโ€™t think of it again until after Iโ€™d purchased the tickets. The agent was polite but completely refused to offer me any sort of refund for my troubles. The agent stated that โ€œa supervisor is not available at this timeโ€ and offered to โ€œsubmit your[my] request for one to contactโ€ me when I asked if someone else might be able to help me. If/when that occurs I will again ask for a full/partial refund for my troubles.

During the chat the I found out that the โ€œproblem was fixed earlier today at 6pm, central timeโ€. It is truly unfortunate that Fandango provided no indication that there was a problem (although they clearly knew there was a problem), and that Fandango provided no indication that the problem had been solved.

Bottom line: If +1 Movie Fridays offer fails after a couple of tries, check with Live Assistance, and if that is not available, then try 866-857-**** (although I cannot vouch for whether that is really 24/7, as the agent indicated to me).

Reason of review: Poor customer service.

Monetary Loss: $31.

Preferred solution: Price reduction.

Fandango Pros: Agent politeness.

Fandango Cons: Compensation refusal, Lack of status posting on website.

Location: Dublin, California

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