Blockbuster Awful Customer Service Mialed Scratched DVD URL Down - MY FAULT Irving Texas
May 17, 2009
Blockbuster
Written Complaints Department
P.O. Box 143364
Irving, Texas 75014
Re: Incident - The Hardy Boys - Scratched DVD Recieved
To Whom It May Concern;
Dear Michelle T.,
I tried several times yesterday Sat May 16, 2009 toreportthe 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 problemarises. 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 couponsbecausethe 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 Ireceivedfrom 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 ithumorousMichelle suggests my regular service as a solution to being shipped damaged DVD. Is that Blockbuster'sofficialanswer 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 - a verydissatisfiedcustomer
-----begin 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 thedamage disc back. This helps us track down the damage DVD before getting shipped to another customer. Additionally, if you ever receive anydamage 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)
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
Larry
Mobile, Alabama
U.S.A.
Click here to read other Rip Off Reports on Blockbuster
6 Updates & Rebuttals
Nuggets
Stroudsburg,Pennsylvania,
U.S.A.
You make me Lulz
#7UPDATE Employee
Thu, June 04, 2009
Of course I read the post, perhaps re read my post and find more information than you think you are "nabbing me" about? Let's break it down.
Demanding coupons in such a manner just makes the people who deal with complaints roll their eyes. All of the online envelopes come with free exchanges with them, FOR A REASON. There are different program, but in the OPs case, they have unlimited in store exchanges...therefore, there is no need for the customer to ask for coupons because then they are getting 2 extra that could go to someone who doesn't have unlimited exchanges.
Now, all though my post may constituted as "rude," how would I portray the "lazy" part? I am not the person involved in this matter, simply a store employee, anonymously posting the truth that so many consumers ignore because they think, "the customer is always right," is...well, right. It's actually not. However, consumers will always go by the, "do anything to get anything and everything free!" So again, how am I lazy? Telling you that the movies probably aren't checked (on the backs) because that's not part of our training? OMGZ! I'm so lazy, you caught me. I just scan everything in so I don't have to do much else. WOW. I'm figured out. Actually, for in store employees, we are not supposed to check the envelopes. Why do you think we ask customers to close them before we get them? It's mail and tampering with mail is a federal offense.
Now, it may not be the "customer's responsibility" to find out who damaged the dvd...however, it is the customer's responsibility to keep the DVD in a playable condition for others. But to blame the representatives of the company for "putting out" damaged product, when it is simply not our job to willfully check the backside of movies (as per standard company training), that I find inconsiderately rude. Therefore, I offered an alternative...find the person who did and ask them for the free rentals. How many times have you grabbed the movie in a manner that makes the disk unplayable at certain parts? How many times have your kids played with the discs and gotten finger prints all over them? How many times have you dropped dvds and perhaps scratched them? Think about it. You could have been the customer who ruined the OPs movies and you'd never know. And if we did catch everyone who messed up a DVD, there'd be a great deal of people with charges that they wouldn't be happy with.
Oh, let's finish up with the last statement you said...getting a new line of work? You see, you're on a computer posting on a website where there are anonymous users. You have never stepped foot in the store I work at and seen me working...I am a pleasant person, face to face but on here I can be whomever or whatever I want to be. I could be a man, a woman, asian, jewish, gay, straight, you name it! I could even be your neighbor! So if you take something a person who you have no idea where they are in the world so seriously as to blame an entire company, than maybe you should reevaluate your priorities because seriously, it's the internet...it's 2009, and we're talking movies. Movies are moving pictures and they have nothing to do with a life but to entertain it. If you get worked up so easily over the internet and a little thing called a movie...then I feel sad for you and I hope you seek the help you deserve.
Cin
Everytown,Arkansas,
U.S.A.
"Nuggets" response typical of lazy, rude customer service
#7Consumer Suggestion
Mon, June 01, 2009
To Larry: Sorry to hear you've had such a problem with BBV. Typical of a company who thinks their business is growing more than they think - having "customer service" and/or employees (like "Nuggets") act as they have towards you will only serve to discredit themselves further.
I, too, had a like experience with the same sort of response. Needless to say, when we get that type of feedback and "service" (dis-service, actually), we are smart and go elsewhere.
To Nuggets: Wise up. Can't you comprehend his getting two DVD's (perhaps reread the post)? That's why he asked for two credits. And if nothing else, just to make it *look* like BBV cares (I know it's a stretch), it would have been very easily done and you (BBV) could have maintained a good customer relationship. But no - laziness, arrogance, ineptness, whatever the reason, you chose not to and lost a customer. Way to go.
Also, it's not the customers responsibility to do research and find who rented the DVD previously - not that you'd give out the information to him anyway, unless you're also in the habit of divulging and/or providing personal and private information to just anybody?? But you doing that wouldn't surprise me either. BBV is the ones who have that information on their computers and who should be responsible; they could easily have tracked it if they were so inclined... which apparently by your response here, is too difficult a task for you - you can't be bothered to punch in a few numbers in your computer. Tsk, tsk.
Clue to you Nuggets: If you can't be civil when dealing with customers, you probably need to be in another line of work. YOU were the rude one here, and your negative feedback only exhibits a poor work ethic and unprofessionalism on your part, and a well-deserved bad reputation on BBV's part.
Nuggets
Stroudsburg,Pennsylvania,
U.S.A.
Ugh. Go to Netflix already.
#7UPDATE Employee
Thu, May 21, 2009
Well, for one, you demanded two coupons? Seriously? How rude can you be?
Second. You signed up for the BBV online...where, you get movies in the mail. How do you know that blockbuster had anything to do with it? Perhaps, it got ruined in transit, it happens more often than not you know.
I don't think that the people who switch out the envelopes check the movies, as per training. In store employees are not trained to check the back side of every DVD that comes into the store. As per the company training, we make sure the right item is in the right box and move on. Otherwise, there would be no time for getting actual work done. We like, have to assume, and put the responsibility in keeping the DVDs in tip top condition to our customers.
Instead of harassing someone who had nothing to do with your crappy movie, find the person who rented it before you, or the person before them and hassle them for doing it. Jees. It's a FREAKAN MOVIE! A MOVIE! Get some manners and grow up.
Nuggets
Stroudsburg,Pennsylvania,
U.S.A.
Ugh. Go to Netflix already.
#7UPDATE Employee
Thu, May 21, 2009
Well, for one, you demanded two coupons? Seriously? How rude can you be?
Second. You signed up for the BBV online...where, you get movies in the mail. How do you know that blockbuster had anything to do with it? Perhaps, it got ruined in transit, it happens more often than not you know.
I don't think that the people who switch out the envelopes check the movies, as per training. In store employees are not trained to check the back side of every DVD that comes into the store. As per the company training, we make sure the right item is in the right box and move on. Otherwise, there would be no time for getting actual work done. We like, have to assume, and put the responsibility in keeping the DVDs in tip top condition to our customers.
Instead of harassing someone who had nothing to do with your crappy movie, find the person who rented it before you, or the person before them and hassle them for doing it. Jees. It's a FREAKAN MOVIE! A MOVIE! Get some manners and grow up.
Nuggets
Stroudsburg,Pennsylvania,
U.S.A.
Ugh. Go to Netflix already.
#7UPDATE Employee
Thu, May 21, 2009
Well, for one, you demanded two coupons? Seriously? How rude can you be?
Second. You signed up for the BBV online...where, you get movies in the mail. How do you know that blockbuster had anything to do with it? Perhaps, it got ruined in transit, it happens more often than not you know.
I don't think that the people who switch out the envelopes check the movies, as per training. In store employees are not trained to check the back side of every DVD that comes into the store. As per the company training, we make sure the right item is in the right box and move on. Otherwise, there would be no time for getting actual work done. We like, have to assume, and put the responsibility in keeping the DVDs in tip top condition to our customers.
Instead of harassing someone who had nothing to do with your crappy movie, find the person who rented it before you, or the person before them and hassle them for doing it. Jees. It's a FREAKAN MOVIE! A MOVIE! Get some manners and grow up.
Nuggets
Stroudsburg,Pennsylvania,
U.S.A.
Ugh. Go to Netflix already.
#7UPDATE Employee
Thu, May 21, 2009
Well, for one, you demanded two coupons? Seriously? How rude can you be?
Second. You signed up for the BBV online...where, you get movies in the mail. How do you know that blockbuster had anything to do with it? Perhaps, it got ruined in transit, it happens more often than not you know.
I don't think that the people who switch out the envelopes check the movies, as per training. In store employees are not trained to check the back side of every DVD that comes into the store. As per the company training, we make sure the right item is in the right box and move on. Otherwise, there would be no time for getting actual work done. We like, have to assume, and put the responsibility in keeping the DVDs in tip top condition to our customers.
Instead of harassing someone who had nothing to do with your crappy movie, find the person who rented it before you, or the person before them and hassle them for doing it. Jees. It's a FREAKAN MOVIE! A MOVIE! Get some manners and grow up.