[X]
Write ReviewJump to 
3
Helpful
Votes
Votes
Blockbuster Inc. Complaint - Incident - The Hardy Boys - Scratched Disc Received - BLOCKBUSTER Total Access Premium
BLOCKBUSTER Total Access Premium - Complaint
To Whom It May Concern;
Dear Michelle T., and Michelle T's Supervisor,
I tried several times yesterday Sat May 16, 2009 to report the problem on your website but your website was down for "remodeling" to improve your customer experience.
I pay for and enjoy watching the DVD’s on my free time - weekends. I had no idea that I could not report the problem after I returned a video.
* BLOCKBUSTER Total Access Premium
* $34.99 / month (plus taxes)
3 at-a-time, Unlimited mailings
Unlimited in-store movie exchanges
I would suggest you email these kind of requirements when enrollment begins or as you change the rules, not when a problem arises. It makes it seem as if you do not care about your customers problems as much as you care about not being wrong.
I would ask that you send me 2 coupons because the Hardy Boys was a 2 disc series and I was unable to watch the series as well as unable to report the problem (due to no fault of my own) and I got no empathy (from Customer Care Rep Michelle T.) for the problem, just excuses which really makes me want to change to Netflix.
As a courtesy I'd like to request you forward my complaint to a supervisor. I am very disappointed in the response I received from Michelle T.
I paid for the Total Access Premium so I could receive undamaged DVD's in the mail and then return them to the store for a free in-store rental. I find it humorous Michelle suggests my regular service as a solution to being shipped damaged DVD. Is that Blockbuster's official answer to shipping damaged DVD's instead of workable ones. I don't think that's what I signed up to get and I believe it maybe illegal to falsely charge for a DVD rental and send unworkable DVD’s with no reimbursement for the charge of the rental.
I appreciate you sending this letter to Michelle T’s superior and hopefully they will respond in a more caring fashion then she did. Her signature is very disingenuous.
Sincerely,
Larry Simpson - a very dissatisfied customer
-------------forwarded message---------------
On May 17, 2009, at 4:15 PM, Michelle T. wrote:
Dear Larry,
Thank you for contacting Blockbuster Customer Care.
I understand that you received a damaged movie, "Walt Disney Treasures: Mickey Mouse Club Featuring The Hardy Boys 1956-1957 - Disc 2".
Since "Walt Disney Treasures: Mickey Mouse Club Featuring The Hardy Boys 1956-1957 - Disc 2" has already been checked in, I don't have the ability to report the problem for you.
In the future, we would very much appreciate reporting an issue online before sending the damage disc back. This helps us track down the damage DVD before getting shipped to another customer. Additionally, if you ever receive any damage discs, you can always take the DVD in its return mailer to a local Blockbuster store and exchange it for a free in-store rental as part of your Total Access benefits.
As a one time courtesy, I'm sending you an e-coupon. Just print it out and present it to any participating Blockbuster outlets for a free movie rental. You will be receiving a separate email within 24 hours and please also check your spam folder.
To ensure consistent, prompt shipments, please keep more than 15 "Available" titles at the top of your queue.
Should there be anything else, feel free to let us know.
Always here to help,
Michelle
Blockbuster Customer Care
Customer (Larry Simpson)
05/17/2009 03:52 PM
Hello, We received the Hardy Boys disc 1 and 2 and disc two was badly scratched I tried to report it yesterday but your website was down. So I returned to the store and wrote on the envelope damaged and put a sticky not on it. I came home to report and see that I can only report the DVD's I currently have in my possession.
I'd appreciate it if you credit my account.
Sincerely,
Larry Simpson
Dear Michelle T., and Michelle T's Supervisor,
I tried several times yesterday Sat May 16, 2009 to report the problem on your website but your website was down for "remodeling" to improve your customer experience.
I pay for and enjoy watching the DVD’s on my free time - weekends. I had no idea that I could not report the problem after I returned a video.
* BLOCKBUSTER Total Access Premium
* $34.99 / month (plus taxes)
3 at-a-time, Unlimited mailings
Unlimited in-store movie exchanges
I would suggest you email these kind of requirements when enrollment begins or as you change the rules, not when a problem arises. It makes it seem as if you do not care about your customers problems as much as you care about not being wrong.
I would ask that you send me 2 coupons because the Hardy Boys was a 2 disc series and I was unable to watch the series as well as unable to report the problem (due to no fault of my own) and I got no empathy (from Customer Care Rep Michelle T.) for the problem, just excuses which really makes me want to change to Netflix.
As a courtesy I'd like to request you forward my complaint to a supervisor. I am very disappointed in the response I received from Michelle T.
I paid for the Total Access Premium so I could receive undamaged DVD's in the mail and then return them to the store for a free in-store rental. I find it humorous Michelle suggests my regular service as a solution to being shipped damaged DVD. Is that Blockbuster's official answer to shipping damaged DVD's instead of workable ones. I don't think that's what I signed up to get and I believe it maybe illegal to falsely charge for a DVD rental and send unworkable DVD’s with no reimbursement for the charge of the rental.
I appreciate you sending this letter to Michelle T’s superior and hopefully they will respond in a more caring fashion then she did. Her signature is very disingenuous.
Sincerely,
Larry Simpson - a very dissatisfied customer
-------------forwarded message---------------
On May 17, 2009, at 4:15 PM, Michelle T. wrote:
Dear Larry,
Thank you for contacting Blockbuster Customer Care.
I understand that you received a damaged movie, "Walt Disney Treasures: Mickey Mouse Club Featuring The Hardy Boys 1956-1957 - Disc 2".
Since "Walt Disney Treasures: Mickey Mouse Club Featuring The Hardy Boys 1956-1957 - Disc 2" has already been checked in, I don't have the ability to report the problem for you.
In the future, we would very much appreciate reporting an issue online before sending the damage disc back. This helps us track down the damage DVD before getting shipped to another customer. Additionally, if you ever receive any damage discs, you can always take the DVD in its return mailer to a local Blockbuster store and exchange it for a free in-store rental as part of your Total Access benefits.
As a one time courtesy, I'm sending you an e-coupon. Just print it out and present it to any participating Blockbuster outlets for a free movie rental. You will be receiving a separate email within 24 hours and please also check your spam folder.
To ensure consistent, prompt shipments, please keep more than 15 "Available" titles at the top of your queue.
Should there be anything else, feel free to let us know.
Always here to help,
Michelle
Blockbuster Customer Care
Customer (Larry Simpson)
05/17/2009 03:52 PM
Hello, We received the Hardy Boys disc 1 and 2 and disc two was badly scratched I tried to report it yesterday but your website was down. So I returned to the store and wrote on the envelope damaged and put a sticky not on it. I came home to report and see that I can only report the DVD's I currently have in my possession.
I'd appreciate it if you credit my account.
Sincerely,
Larry Simpson
Comments:
Posted by goduke on 2009-05-18:
Illegal? Really?
In any DVD rental world, you have the possibility that you can get a scratched disk that doesn't work. As a matter of fact, I just got one from Netflix. Here's what I do: put it in an envelope and send it back. If I can get to the site and report it as scratched, I do. If I can't, the sun still comes up tomorrow.
I seriously doubt that the Total Access program guarantees that you'll never get a scratched disk. That's a bit unreasonable.
In any DVD rental world, you have the possibility that you can get a scratched disk that doesn't work. As a matter of fact, I just got one from Netflix. Here's what I do: put it in an envelope and send it back. If I can get to the site and report it as scratched, I do. If I can't, the sun still comes up tomorrow.
I seriously doubt that the Total Access program guarantees that you'll never get a scratched disk. That's a bit unreasonable.
Posted by financiallyfit on 2009-05-18:
There are no guarantees in life, especially when it comes to DVDs. Unless a customer reports a problem, Blockbuster has no way of knowing the DVD is scratched. If I'm not mistaken, you rent a two-disc series for the price of on DVD, so you've been compensated.
Posted by RestaurantGuy on 2009-05-18:
Just re order the dvd. You have unlimited dvd rentals so return the damaged one and then go to the website and re order it. Doesn't cost you anything
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
Recently Discussed:
More Reviews on Blockbuster Inc.:
- Blockbuster Xpress Charge $ 40.00 for a movie I never recive - Rent a Movie
- Blockbuster express Kiosk charged me $26.50 for a movie I returned the next day - DVD Rental Kiosk
- Stay AWAY from the kiosk rental - dvd rentals
- Block Buster Express Charge Twice - Movie Rental At Safeway
- Blockbuster Express Kiosk rental stinks. Sure ain't Redbox!! - Blockbuster Express Kiosk