Complaint Review: NCR-DVD PLAY

On 12/23/2010 I rented two movies from the NCR-Dvdplay Kiosk located at the Kroger store at 8460 E Main St, Reynoldsburg Ohio. I returned these movies the very next day in the afternoon and they were accepted into the machine without incident. On January 1st, 2011, I received an email notification that my account had been charged for 8 days at 1.00 plus tax for the movies as if I had just returned them.

I immediately sent an email to customer service as the website instructs you to do with the promise of a follow up email response to my concern within 24 hours. This did not happen. On Monday 1/3/2011, I called the customer service number and was on hold for 30 minutes. Once I actually spoke to a representative, she advised me that the machine is accurate and my history shows that I have kept DVD's up to 5 days in thepast. This is inaccurate. I have never had a dvd longer than 2 days at which point I gladly paid the extra money for my rentals. Basically, she tried to justify this error by using my previous rental history against me. I immediately requested a manager, in which I did speak to briefly. He again told me that the machine is accurate and told me there was nothing he could do. When I asked to escalate to his manager, he told me they were in a meeting. I explained that no one on a fixed income, would utilize a dollar movie kiosk and then keep the movie for 8 days to inevitably be charged over 16.00 for two movies. When I replied to have his manager contact me, he hung up the phone.This is the worst customer service experience I have ever experienced. It is obvious there IS a problem with this kiosk and nothing is going to be done about it. I did advise that due to this lack of concern for customer service I would never use this kiosk in the future and if I actually ever use one, it will be Red Box - This is definitely one way to be profitable- STEAL from your customers..I mean, I am just ONE in a million suckers that use these things...who cares if I'm happy or not..