KingWest Xpress News: MovieXpress: Frequently Asked Questions

MOVIEXPRESS KINGWEST - FAQ

Great movies at wicked low prices! Your Local Video Store Re-Invented! Save time. Save money.

This FAQ is an ongoing work-in-progress. If you have any questions that you would like answered that do appear on this page or topics that you think should be included, please contact us at 416-260-5959, send us an email or leave a comment below .

Frequently Asked Questions (FAQ)

General Questions

WHAT IS MOVIEXPRESS KING WEST?
HOW CAN I BECOME A MEMBER?
DO YOU CHARGE MEMBERSHIP FEES?
HOW MANY MOVIES CAN I RENT AT ONE TIME?
HOW DO I ACTIVATE MY NEW MEMBER CARD?
HOW DOES YOUR RENTAL PRICING WORK?
HOW OFTEN DO YOU GET NEW RELEASES?
HOW MANY MOVIES DOES THE DISPENSING KIOSK HOLD?
HOW DOES YOUR ONLINE RESERVATION SYSTEM WORK?

Rental Items

MY RENTAL ITEM ISN’T WORKING/WON’T PLAY – WHAT’S WRONG?
WHAT SHOULD I DO IF MY RENTAL ITEM WON’T PLAY?
I KEPT MY RENTAL ITEM LONGER THAN INTENDED - WHAT SHOULD I DO?

Login Questions - at kiosk and online

A) Dispensing Kiosk Login Questions

I FORGOT MY PIN # / PASSWORD
I CAN’T LOGIN TO THE KIOSK - MY CARD IS NOT WORKING.

B) Online Reservation System Login Questions

HOW DO I LOG-IN TO YOUR ONLINE RESERVATION SYSTEM?
NOTHING HAPPENS AFTER I LOGIN and CLICK “RESERVE” ON YOUR WEBSITE
I SEE THE MINI POP-UP BROWSER, BUT IT IS BLANK or EMPTY
WHAT BROWSER DO YOU RECOMMEND?

GENERAL QUESTIONS

1. WHAT IS MOVIEXPRESS KING WEST?
Please see our ABOUT page for more information on MovieXpress King West.

2. HOW CAN I BECOME A MEMBER? /What do I need to rent movies ?
Drop by the Hasty Market and ask the store clerk for a membership card to rent movies. Please bring current photo ID and a valid credit card. The store clerk will provide you with a membership package that includes everything you need to rent movies from our in-store dispensing kiosks, including: (1) a secure pre-paid rental card (2) instructions on how to activate your account and (3) our membership agreement.

3. DO YOU CHARGE MEMBERSHIP FEES?
There are no membership fees. We do however require that new members charge their pre-paid account with $20 minimum to activate their card/account. $20 will allows you up to 7 new release rentals (depending on how soon you return your movies -see Question ' HOW DOES YOUR RENTAL PRICING WORK?' below).

4. HOW MANY MOVIES CAN I RENT AT ONE TIME?
When you fill out our membership agreement you can choose to become a “CASH ONLY” member or a “CREDIT CARD” member. A “CASH ONLY” member chooses not to provide their credit card information and is restricted to renting one item at a time. “CREDIT CARD” members allow us to maintain their current credit card information on file and can rent up to three items at a time.

That said “CASH ONLY” members are welcome to add money to their pre-paid account by swiping a credit card at the dispensing kiosk. “CREDIT CARD” members can also recharge their accounts by inserting cash at the dispensing kiosk. If you want to rent more than one movie at a time, you can change your account type at any time by simply contacting us and providing us with a valid credit card in your name. Note: we do not accept pre-paid credit cards.

5. HOW DO I ACTIVATE MY NEW MEMBER CARD?
Adding an initial $20 to your account automatically activates your pre-paid membership card. You add money to your account by inserting your new member card into the dispensing kiosk and selecting “RECHARGE”. Our kiosk accepts either cash or credit cards.

6. HOW DOES YOUR RENTAL PRICING WORK?
The sooner you bring your rental items back, the less you pay. Our rental system works simply because more members bring back their rental items sooner and that means the movies you really want are more available. Our initial rate on new releases starts with bargain 6 hour rental fee because, let’s face it, most movies can be watched in less than 2 hours. More on our rental pricing

7. HOW OFTEN DO YOU GET NEW RELEASES?
All the new current releases are added weekly and are available at 12 AM every Tuesday - with few exceptions (such as the occasional delay in a studio's distribution). This means that you late night owls can rent the very latest DVD or Blu-ray releases just after Monday Midnight. Our 24-7 self-service system never closes so we deliver new releases before most video stores that close at 11pm.

8. HOW MANY MOVIES DOES THE DISPENSING KIOSK HOLD?
Our dispensing kiosk holds almost 1,200 movies. Our available catalogue includes a wide assortment of all new major studio releases, as well as good selection of quality independent releases, foreign films, family movies and documentaries. We also offer adult content.

9. HOW DOES YOUR ONLINE RESERVATION SYSTEM WORK?

A) Go to our Reservation page http://www.moviexpresskwt-ca.guyaonline.com and Login using your member number on the back of your card + your secure password/PIN #.

B) Browse our movie catalogue and place the movie(s) you want to rent into your shopping cart by clicking on "RESERVE DVD.

C) You will have 2 hours* to drop by the HASTY MARKET store at King and Shaw and pick them up.

*To be fair to other members, a $1.00 charge will be applied to your account for any unclaimed movies after the 2hour period.

RENTAL ITEMS

1. MY RENTAL ITEM ISN’T WORKING/WON’T PLAY – WHAT’S WRONG?

FOR DVDs

A) First, check that you have the right kind of discs for your player. Some customers have accidentally rented Blu-ray® discs and inserted them into their DVD players. A Blu-ray disc requires a Blu-ray disc player and will not play in a regular DVD player. To prevent this mistake from happening again, please look for the following information when selecting your rental items:

Blu-ray movies have the word “[BLU-RAY]” at the end of the title.

We clearly label all of our Blu-ray discs’ cover images with a distinctive Blu-ray logo.

We also put the following notice at the beginning of each Blu-ray synopsis: IMPORTANT NOTICE: This disc is a BLU-RAY DISC (high-definition) and is compatible only with Blu-ray players. It will not play on a standard DVD player.

B) It is possible that a DVD disc gets so scratched that it does not play properly any more. When this happens the disc generally freezes-up or skips forward over a particular scene of the movie repeatedly. See the answer to the next question below 'WHAT SHOULD I DO IF MY RENTAL ITEM WON’T PLAY?' if you experience this issue.

C) If the disc appears to be in good condition you may need to clean your DVD player. This is likely the case if you have experienced similar issues with other DVDs recently. All you need is DVD Player Cleaning Kit – which basically is a special disc that cleans your DVD laser reader. Pop in the disc and it does the cleaning for you. DVD Player Cleaning Kits are available at hardware stores, office supply and electronic equipment suppliers.

FOR Blu-ray® DISCS

Blu-rays are a lot tougher than DVDs especially when it comes to scratches. To date we have not had any issue with Blu-ray discs not working due to scratches. We have however had customers say that Blu-ray disc would not play in their particular Blu-ray player – usually a new player. The solution was that they required a firmware upgrade – which is a free download from the internet. For more information as well as Blu-ray firmware download links, visit Blu-ray.com (http://www.blu-ray.com/firmware/about.php)

2. WHAT SHOULD I DO IF MY RENTAL ITEM WON’T PLAY?

If a disc you have rented is not playing correctly in your DVD player: Return the Disc and contact us. Do not attempt to clean the disc yourself. Instead, please return the disc to the Dispensing Kiosk (or if that is not possible, to the counter staff at the Hasty Market).

Account Credits
If, after reading the answers to the previous question MY RENTAL ITEM ISN’T WORKING/WON’T PLAY above, you determine that it was an issue with our disc (and not with your DVD or Blu-ray player) please contact us right away at 416-260-5959 or mekw@bellnet.ca. Provide 1) your name, 2) member number (on the back of your card beginning with “L” ) 3) the title of the movie and 4) the kind of trouble you experienced at approximate time point during time in the movie. When a disc is not working, we credit a member’s account with the rental fees for that that item - in most cases within 24 hours.

3. I KEPT MY RENTAL ITEM LONGER THAN INTENDED - WHAT SHOULD I DO?

Our automated system is designed to keep adding a daily late fee to your rental until that disc is returned. If you forget to return a movie, before you know it, the late fees can add up. If you have an overdue item or have kept something longer than intended:

A) contact us and let us know when you will be returning the item(s)

B) please return the disc(s) to the Dispensing Kiosk as soon as possible (or if that’s not possible, to the counter staff at the Hasty Market).

What is our policy on exceptionally late returns?
Our policy remains the same as it has always been: please talk to us. We regularly contact members to let them know about "overdue items". We typically provide a late return refund onto a member’s account. If you find yourself with a MovieXpress disc that should have been returned well before now (normally that means over 10 days), please let us know when you will be returning the item(s). We will credit your account, taking into consideration:

A) How many movies you’ve had out of the system and for and how long

B) What our cost was during that time (lost rental revenue or did we replace it with another copy?)

C) Frequency of request - is this an occasional request or is the member a repeat-repeat late returner?

Feel free to contact us via mekw@bellnet.ca or call us at 416-260-5959 about an exceptionally late return. We know that life, with all its twists and turns, can be a busy and sometimes cruel taskmaster. We are dedicated to customer satisfaction because happy members keep coming back.

LOGIN QUESTIONS

A) Dispensing Kiosk Login Questions

1. I FORGOT MY PIN # / PASSWORD

Your PIN number consists of between 3 and 5 numbers (no letters). YOUR CARD WILL BE AUTOMATICALLY DE-ACTIVATED AFTER THREE INCORRECT PASSWORD ATTEMPTS (IN A ROW) ON THE DISPENSING KIOSK. If this happens (or before it happens) please call or email us to have your PIN# reset. We are normally able resolve forgotten password issues right away over the phone. However, it can take up to 24 hours to have your password reset.

2. I CAN’T LOGIN TO THE KIOSK - MY CARD IS NOT WORKING.

Tip: Make sure when you swipe your card in the dispensing kiosk that you leave it in the slot long enough for kiosk to read your card number properly before removing it. (2 seconds is enough).

If your card is not working, please contact us immediately (416-260-5959)

The most common reason is that your card has become de-activated and you are no longer be able to log-into the dispensing kiosk to rent movies. Your card is de-activated after three incorrect password attempts. De-activation occurs automatically to ensure your account security. We check for de-activated cards daily and assist members as soon as we receive a request for help.

B) Online Reservation System Login Questions

1. HOW DO I LOG-IN TO YOUR ONLINE RESERVATION SYSTEM?

a) Go to our login page: www.moviexpresskwt-ca.guyaonline.com/

b) In the fields provided (top left of homepage), type your Card Number (see number on the back of your card that begins with the letter "L") and your Password/PIN # (same PIN that you use to login to our dispensing kiosks).

c) Click "Enter" and, when your browser screen reloads, click on "Reserve". A mini-browser will pop-up allowing you to browse our catalogue of movies/games.

2. NOTHING HAPPENS AFTER I LOGIN and CLICK “RESERVE” ON YOUR WEBSITE

Please make certain that your browser allows pop-up windows. Please turn off any pop-up blockers to allow our mini-browsing window to display itself.

3. I SEE THE MINI POP-UP BROWSER, BUT IT IS BLANK or EMPTY

This is a known issue with certain versions of Microsoft IE or Internet Explorer browsers. Internet Explorer users have reported experiencing trouble viewing text or images in the mini pop-up browser. Try reloading the page (right click "Refresh") or if that fails, clear your cache/temporary internet files (in your browsers "Tools" menu).

4. WHAT BROWSER DO YOU RECOMMEND?

We recommend using Mozilla's Firefox browser – it’s a free and can be downloaded here: http://www.mozilla.com/en-US/firefox/

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