- February 24th, 2009, 10:29 am
#236690
I know there are a few of us that use Blockbuster for home movie delivery because of the in-store exchange option. Well, I am going to be switching over to Netflix. Blockbuster has revised the way in-store exchanges work so that now you have to return your in-store exchange before they'll ship the next movie in your queue. The way it used to work (and the only reason I chose them over Netflix) was you would return a movie to the store and get a new movie to take home and they'd immediately ship out your next movie. This benefit let you always have a movie out. I'm sure this is going to have some serious backlash and may spell the end of Blockbuster. Blockbuster is acting as if they're doing the customer a favor by saying that this move is eliminating due dates for in-store exchanges when in fact they're eliminating the real benefit of going to the store in the first place.
Here's the email they sent out:
Hi Adam,
As of March 2, 2009, there will be no more due dates for your free in-store movie exchanges!
- In other words, as long as you are an active BLOCKBUSTER Total Access subscriber, you can keep your free in-store exchanges as long as you like from participating BLOCKBUSTER® stores.
- In order to eliminate due dates, the free in-store exchange will now count towards the number of DVDs you may have out at a time under your BLOCKBUSTER Total Access plan. Once you've returned your in-store exchange, we'll then ship you the next available movie in your queue.
- Your free in-store exchanges will now show up on your Queue page and in your Rental History, making it easy to keep track of the movies you've rented
MY RESPONSE:
I just got notice that you guys are going to hold off mailing out new movies when in-store exchanges are done until the in-store exchange is returned. The fact that I could return my movie and get another while I waited for the other to be mailed was the only reason I chose Blockbuster over Netflix in the first place. I will assume there will be a lot of customers switching over to Netflix now.
What you guys bill as a new feature - no due dates - actually takes away the one big benefit of going with Blockbuster in the first place. Oh well, I guess I'll be making the switch after March 2nd when the changes are made.
THEIR RESPONSE:
Hello Adam,
Thank you for contacting Blockbuster Customer Care.
I apologize for the inconvenience the changes in policy may have caused. We are improving our service by providing our valued customers more time to watch and take advantage of requested DVDs at the store because of the "No Due Date" changes. However, I appreciate you taking the time to write us with your feedback and suggestions about this new changes. Your comments are taken very seriously and we welcome them as a valuable tool needed to improve the quality of our service.
We use your queue to provide service and I suggest that you keep at least 15 or more "Available" titles at the top of it at all times to ensure that there are no delay in shipments. Your queue have "Very Long Wait" status near the top of it, you may want to drag it down your queue, to make way for the "Available" titles to be shipped easily. The availability of movies can change from day to day and we do not want you to have any disruption in service.
Please let me know if there is anything else that I can assist you with. I appreciate your patience and understanding.
Always here to help,
Sai
Blockbuster Customer Care
Here's the email they sent out:
Hi Adam,
As of March 2, 2009, there will be no more due dates for your free in-store movie exchanges!
- In other words, as long as you are an active BLOCKBUSTER Total Access subscriber, you can keep your free in-store exchanges as long as you like from participating BLOCKBUSTER® stores.
- In order to eliminate due dates, the free in-store exchange will now count towards the number of DVDs you may have out at a time under your BLOCKBUSTER Total Access plan. Once you've returned your in-store exchange, we'll then ship you the next available movie in your queue.
- Your free in-store exchanges will now show up on your Queue page and in your Rental History, making it easy to keep track of the movies you've rented
MY RESPONSE:
I just got notice that you guys are going to hold off mailing out new movies when in-store exchanges are done until the in-store exchange is returned. The fact that I could return my movie and get another while I waited for the other to be mailed was the only reason I chose Blockbuster over Netflix in the first place. I will assume there will be a lot of customers switching over to Netflix now.
What you guys bill as a new feature - no due dates - actually takes away the one big benefit of going with Blockbuster in the first place. Oh well, I guess I'll be making the switch after March 2nd when the changes are made.
THEIR RESPONSE:
Hello Adam,
Thank you for contacting Blockbuster Customer Care.
I apologize for the inconvenience the changes in policy may have caused. We are improving our service by providing our valued customers more time to watch and take advantage of requested DVDs at the store because of the "No Due Date" changes. However, I appreciate you taking the time to write us with your feedback and suggestions about this new changes. Your comments are taken very seriously and we welcome them as a valuable tool needed to improve the quality of our service.
We use your queue to provide service and I suggest that you keep at least 15 or more "Available" titles at the top of it at all times to ensure that there are no delay in shipments. Your queue have "Very Long Wait" status near the top of it, you may want to drag it down your queue, to make way for the "Available" titles to be shipped easily. The availability of movies can change from day to day and we do not want you to have any disruption in service.
Please let me know if there is anything else that I can assist you with. I appreciate your patience and understanding.
Always here to help,
Sai
Blockbuster Customer Care
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