Blockbuster’s online mailing service sucks! There are no two ways about it. Actually, my gripe is more with Blockbuster in general than it is with their online mailing service. We ended our relationship with Netflix about two months ago in order to have the ability to stop at our local Blockbuster to exchange the mail-in films. The advantage, we thought, was that if we were ever in a pinch for something to watch we could run down to our local distribution/trade-in spot (local store in Commack on Jericho Turnpike) and pick up a new film. What’s is particularly great about that store, by the way, is the surly manager who could give a shit less if you are there or are not there. I asked her if a film had been returned, she glanced over the counter, started walking where she was headed when I asked, and said, “No.” So, I asked someone else to look in the return bin, and was promptly handed the copy of “Knocked Up” that I coveted (crappy movie, by the way).
Anyway, one day we accidentally mailed to Blockbuster a film that needed to be returned to the local Blockbuster. We’d rented “Reign Over Me” from the Commack Blockbuster and Season 1, disk 3 of “Thirty Rock” from the online store. The disks got crossed. Reign over me went to the online store, and we were left with the box for “Reign Over Me” and a “30 Rock” disk. So, I visited the local Blockbuster and told them what happened. They told me to go online and email my question. So, I did that. I received three stock responses that didn’t answer my question. Essentially, they kept telling me that the distribution center receives those films and returns the wrong ones when it discovers the problems. Unclear was whether they ever DIDN’T discover the problem. In that case, I would have had to pay for “Reign Over Me” at my local Blockbuster – hardly a movie worth $20.00.
After one pointed letter to Blockbuster, they told me that if their responses weren’t nimble enough that I should call their number and explain my circumstances. Again, I got the purposely vague response that if they catch the wrong film in the envelope, they would return it to me. I asked, “When should I expect a reply from the warehouse.” The woman replied, “When they discover the wrong film is in the envelope.” I said, “That holds out the possibility that they may never discover the problem, is that right?” (The finest perception checking!). She told me that it was a possibility, but that she didn’t know. I asked to be transferred to the warehouse, and she told me that they didn’t have phones. The bull-shit meter was topping out.
So, I did what any red-blooded consumer would do (even though it was unethical as hell). I cancelled my service. Mailed back all outstanding films. Then, I drove to Blockbuster with “30 Rock” in the “Reign Over Me” box and told the woman at the counter, “I called when I opened this the day we rented it and you guys told me to bring it in. I rented “Reign Over Me,” but I found “30 Rock” in the box. So, the woman took the film. Scanned it. Went to the wall and took another version of “Reign Over Me” off of the shelf, scanned it, handed it to me, and asked me to have a nice day.
There is no effort to operate with good will by these mega-companies. So, I really don’t care much about screwing them. In my mind, it is just reciprocation.
1 response so far ↓
Lara // August 22, 2009 at 2:05 pm |
Good, pointed article. I have almost the same experience with their customer service – vague responses, without any desire to help you or at least to recognize their errors. And they are sloooow to send movies lately. 3 movies were received by them on Friday and I got the third one back from them next Friday on a 3 at a time plan. They either have no idea how to do business or just want us customers to terminate them.