So I didn't mention it on the survey, but I did submit an email comment to guest services and received a response (both copied below). They apologized profusely.
HI just completed the online survey but didn't find a place to mention about the experience in the Platinum Theater. I sailed on Liberty of the Seas from Bayonne on May 13. There was a screening of the "80 For Brady" scheduled one evening in the Platinum Theater. About 10 or 15 minutes into the film a crackling sound started. At first it wasn't so bad since the film was also subtitled. But it kept getting louder and louder so that you couldn't hear the dialogue at all. I realize that films on the big screen in the theater are not the most popular attraction on board (I guess there were no more than 50 people in the theater at the time.) But after a few more minutes of no one coming to fix the problem my wife and I had to leave. I was very disappointed--not just for missing the movie--but that I don't think that there was even a ship employee in the theater at the time to even know that there was a problem.
Thank you for reaching out. We apologize for the extended delay in our response. More customers than ever before are choosing the convenience of correspondence as their primary mode of communication. As a result, the turnaround time for responses has increased substantially.
We're saddened to learn of the disappointment you describe regarding your theater experience. Kindly note that our goal is to provide the best quality of entertainment for our guests. That being said, we're disheartened that the difficulty you encountered reflects poorly on our commitment to meeting this goal. Please accept our sincere apologies for the dissatisfaction you faced. Additionally, it’s unfortunate that our onboard staff was not aware of the issue to review and rectify the concern while you were onboard. Nevertheless, I assure you that the feedback you share is a valuable and essential part of our ongoing improvement endeavors. Your perspective is extremely important and helps immensely as a method of measuring our performance. Therefore, your comments and observations have been forwarded to our operational teams for internal evaluation.
Sam, we greatly appreciate you bringing this matter to our attention. Have a pleasant day.
Sincerely,
Ily Rendon
Royal Guest Experience Management