When the “Veronica Mars” movie opened in theaters and became available for digital download on Friday (March 14), certain backers of the Kickstarter project that funded the movie were provided a free digital download as part of donating at least $35 to the project.
However, the digital download had to be procured through Warner Bros.-owned Flixster, which proved tricky for some backers. Many wrote in the Kickstarter comment section about their frustrations — “I tried repeatedly to download the Flixter Desktop application for Mac
but it is broken. There is a two day wait for customer service, while
other formats are available now. I am done with Flixster!” — though just as many people wrote that they had no trouble with Flixster.
Either way, Warner Bros. tells The Wrap that refunds will be issued to backers who struggled to download the movie that they helped fund. “Veronica Mars” creator Rob Thomas also personally apologized to the users who had trouble, writing:
“I genuinely want today to be perfect for all of you. It’s March 14. Today, your movie came out worldwide, and I want you to be able to watch it on whatever platform or device works best for your needs.
So, here’s the deal: We understand that some of you prefer other platforms or services for watching digital content. If you contact our Customer Support team, they can help.
If you paid for a copy of the movie a year ago, we don’t want you to have less choice and freedom than people who decide to buy it today. And we definitely don’t want you to end up paying twice just to see the movie on your preferred service.
Please know that Warner Bros have given Customer Support a lot of freedom to help make things right, so if you’re having issues, please let them know: they’ll do their best to either help get Flixster working to your satisfaction, or, if you prefer, to provide an alternate solution.”
When users contact customer support, the dissatisfied Kickstarter backers receive either $10 or a refund if they purchased the movie elsewhere.