How do I get a refund for my subscription?

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What a load of rubbish. Thousands of films you can search but it is not made very clear what is veiwable in your country. And those available in the UK I've never heard of. Maybe I should have looked more before subscribing, but I'm cancelling now but Mubi already now have £10 of my money, with no normal way (telephone number would be good) to contact them and complain. I'll stick with LoveFilm; at least that is clear about what you get. Some people may disagree, but why advertise films you are not allowed to watch?

This reply was created from a merged topic originally titled
Cancelling subscription; site seems like false advertising..

I just payed £10.00 for this service (on ps3) to find out that I couldn't watch any of the films I wanted to, all I am able to do is watch mostly black and white films. I feel I was mislead as there was no indication that even when I had paid for MUBI, I would still only be able to watch trailers and certain films.

This reply was created from a merged topic originally titled
waste of money and time.

+1 for Iain here

This is very misleading and completely unacceptable for a service that is tightly integrated to the PS3 menu. I very nearly subscribed as I was impressed by the number of movies featured but then browsed the database a bit more and realised that only a small minority of these movies had a "watch" button.

The introduction video on the PS3 should clearly state that the huge majority of movies that are listed aren't available to watch...

I don't know about the ps3 app but the homepage is not misleading at all. keep up the good work, folks! that's the platform some of us have been waiting for for a long time (though of course, more movie licenses for a country like, say, austria, are always highly appreciated!)

First used MUBI on PS3 then looked to Web Site later. I first tried PPV (pay per view) mode and, therefore, did not get this issue as I noticed these movies in the database and not available. Moreover, on PS3, there is a special list of movies available for view (which, I bet, is different from country or region to others). So, yes, it may be misleading... but certainly not to everyone - regards, Pierre

It's obvious that unless the global movie industry gets there act together and gives up fragmented licencing, no commercial VoD service will be able to provide a satisfying user experience. It's frustrating that despite all technical requirements being met there is no way to watch a broad selection of original version movies over VoD today because of licensing issues. History will repeat, and illegal sources will make the race, just as it happened to online music.

Hello Everyone,

Thank you all for your patience. Here are the phone numbers for Sony's tech support across Europe and Australia. They should be able to assist with refunds purchased over PS3:

UK 08447360595
Ireland 0818365065
France 0820313233
Germany 01805766977
Austria 0820444540
Switzerland 0848840085
Netherlands 0495574817
Belgium 011516406
Spain 902102102
Portugal 707232310
Italy 199116266
Australia 1300365911
New Zealand 094152447
Norway (+47) 82068322
Sweden (+46) 9002033075
Finland (+358) 600411911
Denmark (+45) 90137013

Back to Gabe ... you gave me your word I'd be refunded. Sony won't refund, so will you?

MISLEADING. DIFFICULTLY GETTING. UNFAIRLY RUN. DISSAPPOINTED.

I have just seen this posting following one of my own moments ago. I should have known that it was too good to be true. Hundreds, no sorry, thousands (because that's what's advertised) of wonderful films at the touch of a button for only £9.99 for 30 days. Incredible! But I fell for it. I watched the little Japanese cartoon girl waffling on about how they have thousands of films on offer. Then, I checked out the database and thought wow! This will be perfect for me and my daughter. Sadly however on paying out I realised that I am unable to watch any of the films I have selected. And I am sad to say that this appears to be a case of false advertising and as such it should be reported immediately to the agency responsible for regulating such matters. ie. The good old...

Advertising Standards Authority Tel: 020 7492 2222
Mid City Place
71 High Holborn
London
WC1V 6QT

http://www.asa.org.uk/Complaints/How-...

The types of complaints we can look into include:
Misleading, inappropriate or offensive advertisements
difficulty getting goods or a refund for items bought by mail order or through television shopping channels
promotions that are unfairly run or special offers that have left you disappointed

Complaints which fall into their remit include:
Advertisements on the Internet, including banner and display ads and paid-for (sponsored) search (not claims on companies’ own websites)
Commercial e-mail and SMS text message ads
Ads on CD ROMs, DVD and video, and faxes

So, fellow film lover, report it, as I will before more people get swizzed. I left the online link up above.

redblue22

Oh and Gabe, I'd like a full refund too.

I'm feeling a little upset. I have just subscribed for a month. All I seem to be able to watch is one of the 7 films on your front screen. I bought the subscription because I thought your data bast looked amazing. I can't watch any of them!

This reply was created from a merged topic originally titled
Can't watch films..

HI redblue22. If you go to http://mubi.com/watch you'll be able to see all the films available to watch for you, which is much more than seven. I hope you enjoy them!

Hi Daniel, yes I have discovered that for myself however, what grabbed me about your database was the plethora of films available in your database but clearly, not to me. There is not one, Wall-e or Shining, or Rear View Window or any of the films I wanted to see that led me to subscribe in "my watch area". So yes I will admit that there are more than seven films to watch but, I still feel dissappointed and I do think that your advertising is very misleading. It is also very fustrating to see films that you would love to watch that just aren't available.

Yep, in the same boat as many others it seems. Enticing library of films at first glance but after I forked out the £9.99 on 12th Jan, I found out that of the 19,000 or so movies, only 500+ were available to watch in the UK region!!! I'm appalled at MUBI's underhand tactics and request a refund ASAP. As above, UK Sony line will not refund, so MUBI please contact me urgently to refund my £9.99.

I am the founder of MUBI and wanted to respond to the this issue.

First, as noted before, because your subscription was purchased through the Playstation, it was charged by the PSN Store, and the money has gone to Sony directly. Unfortunately because we are a partner rather than a subsidiary or division of Sony we do not have direct access to the PSN Store system, or any of your billing info, thus making it impossible for me to personally refund your subscription.

To respond to the wider issue, we understand the issue you are raising, and the fact that the presentation of our film database is misleading, especially on the ps3 where the full site functionality is not available. This is tricky because film rights are a very complicated affair for a global service. If we were to show only available films in each country, the site would be a horribly fragmented affair with all kinds of broken links. Early on we decided that in the interests of community and discussion, it's best to have a global film database containing all films, not just the ones we show in a particular territory. We fully understand how this can be misleading and we are actively brainstorming ways to improve this situation. We acknowledge that we got this wrong, and will greatly improve the user experience in our first patch.

"Unfortunately because we are a partner rather than a subsidiary or division of Sony we do not have direct access to the PSN Store system, or any of your billing info, thus making it impossible for me to personally refund your subscription"

So why don't you contact Sony? Report your misleading advertising problem and ask for the details of those who need to be refunded or, ask the individuals who are asking for refund to contact you directly with their address/account details so that you can send a cheque/bacs the money in. Gabe, promised a refund to Iain Swayne. What happened to that promise?

In any case, that fact that you are presenting a misleading service because otherwise your site would have been "a horribly fragmented affair" is not, in my humble opinion, a plausable excuse. It would have been easy enough to incorporate this information into your advertisement via the Japanese girl. For example, she could say "depending on the region you live in you will be able to access some of our database" She could also add that "UK residents can access around 560 French, German, Swiss, etc films many of which last all of about 5 minutes, and we've even thrown in some obscure English films (around 3)" Instead you give the impresson that the whole database is available and it is only when you have subscribed that things get fragmented! In fact your advertisement which suggests that people all over the world can get together and discuss films is true. But you decline to mention that there's not going to be much to talk about because we are all watching different stuff. What I'd like to know is who gets to watch: Wall-e, UP, The Shining, One Flew Over The Cukoos Nest, The Godfather? Because I haven't seen one of those films on the database that I have access too.

What I don't understand is why you would not just try to sell to the market that really does enjoy foreign film? Clearly, you/Sony are just being really greedy. I bet there are many people out there who are dissappointed but are too tired, busy, or otherwise distracted to even make a complaint. And then there will be those who may not know how to.

Be sure not to use your subscription as it may interfere with Sony's refund policy.

Hello everyone,
We hear you. I acknowledged that we missed the mark here. It's a user experience problem which we are going to solve. We are not trying to mislead anyone or 'steal'. We are not bad people. Talking to SONY direct to resolve this issue to get around their policies. But in the meantime, let's do the right thing here: I will personally reimburse every one of you who have subscribed thinking that you could watch the movies in our 'discover' section. please send an email to support@mubi.com and reference this thread and we will figure out a way to send you the refund. My apologies again for all the inconvenience caused.

/efe

ps: I will delete anything that is redundant (or a personal) and does not add anything more to the thread. the authorities that you could formally complain are clearly mentioned in this thread multiple times. thank you for your understanding.

Just want to give out my thanks to the people that arranged the refund at short notice, I'm going to withdraw all the comments etc that I have posted on the internet and withdraw the point I made to the ASA.
Best wishes

Hi,

I just have one question regarding the "automatic monthly subscription charges": If I subscribed last month (January 2011 - through the PSN) to the 12.99€ all movies access service, I was quite surprised to be automatically charged again this month, on February 1st.

From my understanding, the "1 month subscription" was the default subscription mode and wasn't in any case a "tacit one year subscription".

If I had thought the automatic subscription wasn't a big deal, and that I was going to benefit MUBI services again this month, the technical issues currently forbidding to connect to MUBI from the PS3 (http://support.mubi.com/mubi/topics/e...) clearly turned me into a very bad mood.

So, if the refund for February isn't possible, how to get nevertheless totally disengaged to MUBI's automatic subscription charges for the rest of the year ?

Thanks a lot,

"A former MUBI's supporter from France, now very disappointed..."

Hello Wanou,

I'm very sorry for the problems and the frustration, and thank you for your patience.

The subscription is month to month, and can be canceled at any time. (Just to mubi.com/subscription). If you didn't realize it was ongoing, you might be able to get a refund for February, but you'd have to check with your local Sony tech support, since PS3 payments are done through Sony, and not us. I'm not sure what Sony's policy is on the matter, but it's worth checking...for France, you should be able to reach them at assistancereseau@fr.playstation.com.

Regarding the 422-100 error message, there's good news! This was a rare glitch, but our lead developer has sorted it out, and MUBI on PS3 should now be working again. We're taking steps to ensure that this can't happen a second time.

Thank you for bearing with us. We hope you can enjoy the site, and if there are any problems, just let us know.

I received this reply from a MUBI employee re.my request for a refund after last weekends PS3 technical hitch :

"I'm very sorry for the problem, and thank you for your patience. Over the weekend, our site suffered an unusual glitch for recent subscribers. But our development team has sorted it out, and MUBI on PS3 is now be working again in full.

However, if you'd still like a refund, we'll be happy to assist. Unfortunately, we can't refund a PS3 subscription from here, since the payments are done on two different systems, not shared between us and Sony. But I've passed on your case to Sony's customer support, and we should hear about a refund soon."

Thank you for your patience in bearing with us, and if you have any further questions or problems, just send us a message.

The Support Team

Not holding my breath in getting a refund now its in Sony's hands, but encouraged by MUBI's response at least

hello jerome,
you are absolutely right about the interface being confusing. we are at the moment work on that and an entirely new and better user experience will be deployed on mubi.com very soon. we are also working on our iPad app. please bear with us..

I also just gave you $12 credit in your account for the subscription you just cancelled, so you can resubscribe for another month for free or just simply watch films on MUBI using your credit.

/efe

Refunds? I just installed MUBI on my PS3 and saw that there was over 20.000 movies so I subscribed at once! BUT when i returned to the list it said you have 540 movies to watch in your region. And ALL movies are crap! If i knew that the only movie i know of on that list was Bowling for Columbine and The Host i would NOT have subscribed. Can i please have my money back?

Thanks

This reply was created from a merged topic originally titled
Refund.

hi,
i signed up for 30days access to your MUBI for playstation program under my floppy2 username. this was after i searched for a film - found it - then when i couldn't watch it assumed i needed to sign up to be able to see it.

after paying 9.99 i was still unable to watch the movie. and it turns out you just have a database of movies that hold just information about the movies??? and that you can't actually watch them.

so being pretty annoyed that i had just wasted a tenner i cut my loses and went and rented the movie at my local video store.

now i have got an email in my account saying that you have taken a further 9.99 from my account! i do not want this subscription. i didn't want it in the first place and i had no idea it would recur every month.

can you please cancel and refund my money

it also seems from this post that you acknowledged the misleading way you have presented yourself, but that was 3 months ago and nothing has been done

regards
bryan spence

Dear floppy2

I am sorry that you feel this way and that you had bad experience with MUBI. MUBI is both a movie database and a VOD service. Regarding your account cancellation and refund we will contact you directly very shortly, as it requires co-operation between us and Sony. Please let us know if there is anything else we might help with.

All the Best
Pawel
MUBI Support Team

Hi,

Since the playstation network is down and has not been working for a month now i would like to cancel as well, before I get charged for another month. I have bought the subscription to be used on PS3, so not interested in watching the movies on the PC. Could you let me know how to get this sorted.

Thanks

Hello olas3m

I have cancelled your subscription as requested and you should not receive any further charges. Please let us know if there is anything else we may help with.

All the Best
Pawel
MUBI Support Team

Don't have these problems with Apple.

Hi Pawel,

Even though you have apparently cancelled the subscription for me, i have been charged 12.99EUR today.

Why did this happen that is a), b) I want to be be reimbursed for the same amount asap.

User: olas3m

Thanks and advise urgently as this is not acceptable level of service

Hello Aleksander Grabe aka olas3m,

Apologies and I am sorry to hear that. There must have been a technical error resulting in the lack of communication between the two systems then (PS3 network and MUBI). According to our system the account for olas3m has no active subscription at the moment.

In order to request the refund please write to us at support@mubi.com and reference this thread. We'll do our best to fix this asap.

Please let us know if there is anything else we may help with.

All the best,
Pawel
MUBI Support Team