Home Theater Forum - View Single Post

Jason Roer · 08-27-2007, 05:58 PM

Hey everyone,

Don't know if this is the correct forum for this, but since it involved an HD-DVD, I thought I'd post here. I guess I should post over in the SD-DVD software thread since it could effect them too.

I cancelled my Blockbuster Online subscription July 24th while I still had The Big Lebowski on HD-DVD out. On July 25th, I received an e-mail confirming my cancellation and informing me that I needed to return any outstanding DVDs by 9/23/07.

This Saturday I received an e-mail telling me I had not yet returned The Big Lebowski and that I would be charged the selling price for the item. If I returned it, I would get my money returned to me, less the restocking fee.

I called them today to let them know the e-mail had stated I must return the movie by 9/23/07 and they said, well it must be a glitch in the system. Sorry, you'll STILL HAVE TO PAY THE RESTOCKING FEE!

WHAT? I'm obviously not upset about the $1.25 restocking fee, but rather the principle of it. I got a supervisor on the phone and she told me there nothing that could be done. I still had their product and they had every right to charge me. I reminded her I have tangible proof that I didn't have to return the HD-DVD until 9/23/07 and therefore, they did not, in fact have any such right. She said she was sorry, and once again went the "it's a glitch in the system" approach. All movies are due back 30 days after cancellation. This went round and round for a few minutes.

Finally, I offered her a work around since apparently there is nothing that could be changed in the system to get me my money back. I asked if they could give me a month free for this annoyance. She told me it wasn't worth it to them (HER ACTUAL WORDS!) because it was only a dollar they owed me. She didn't even so much as offer me a coupon for a single movie rental instore! She offered me nothing. I told her the reason I cancelled was because we're having a child in a few months and I don't have the time right now, but that I could have been a returning customer (certainly my child is going to want to watch movies!). I then told her I would now NEVER even consider going into their store again if this is their type of customer service. This event is in the top 2 all-time blunders in the customer service world that has happened to me.

Finally she said if I fax her the e-mail - maybe there could be something done. "What," I asked her? I reminded her she'd already told me there was nothing that could be done. She, of course, had no answer to that.

I'm still in a state of shock. I rarely get upset or have the old blood pressure rise, but man did she get under my skin. She was so nasty about it. Had this pompous attitude, even though it's black and white that I am correct in this situation. I even have the e-mail that says when I needed to return the darn disc!

So I wonder if any of you out there have had any similar experiences? Either with Blockbuster or Netflix or any online or instore rental outfit. I certainly hope you have not. But I wanted you all to know what kind of service I got over at Blockbuster. Renter beware!

Cheers,

Jason

08-27-2007, 05:58 PM	#1 of 63
Jason Roer Member Location: NYC Join Date: Oct 2004 Local Time: 05:07 PM Local Date: 10-06-2008 Posts: 875	Disturbing Blockbuster Situation Hey everyone, Don't know if this is the correct forum for this, but since it involved an HD-DVD, I thought I'd post here. I guess I should post over in the SD-DVD software thread since it could effect them too. I cancelled my Blockbuster Online subscription July 24th while I still had The Big Lebowski on HD-DVD out. On July 25th, I received an e-mail confirming my cancellation and informing me that I needed to return any outstanding DVDs by 9/23/07. This Saturday I received an e-mail telling me I had not yet returned The Big Lebowski and that I would be charged the selling price for the item. If I returned it, I would get my money returned to me, less the restocking fee. I called them today to let them know the e-mail had stated I must return the movie by 9/23/07 and they said, well it must be a glitch in the system. Sorry, you'll STILL HAVE TO PAY THE RESTOCKING FEE! WHAT? I'm obviously not upset about the $1.25 restocking fee, but rather the principle of it. I got a supervisor on the phone and she told me there nothing that could be done. I still had their product and they had every right to charge me. I reminded her I have tangible proof that I didn't have to return the HD-DVD until 9/23/07 and therefore, they did not, in fact have any such right. She said she was sorry, and once again went the "it's a glitch in the system" approach. All movies are due back 30 days after cancellation. This went round and round for a few minutes. Finally, I offered her a work around since apparently there is nothing that could be changed in the system to get me my money back. I asked if they could give me a month free for this annoyance. She told me it wasn't worth it to them (HER ACTUAL WORDS!) because it was only a dollar they owed me. She didn't even so much as offer me a coupon for a single movie rental instore! She offered me nothing. I told her the reason I cancelled was because we're having a child in a few months and I don't have the time right now, but that I could have been a returning customer (certainly my child is going to want to watch movies!). I then told her I would now NEVER even consider going into their store again if this is their type of customer service. This event is in the top 2 all-time blunders in the customer service world that has happened to me. Finally she said if I fax her the e-mail - maybe there could be something done. "What," I asked her? I reminded her she'd already told me there was nothing that could be done. She, of course, had no answer to that. I'm still in a state of shock. I rarely get upset or have the old blood pressure rise, but man did she get under my skin. She was so nasty about it. Had this pompous attitude, even though it's black and white that I am correct in this situation. I even have the e-mail that says when I needed to return the darn disc! So I wonder if any of you out there have had any similar experiences? Either with Blockbuster or Netflix or any online or instore rental outfit. I certainly hope you have not. But I wanted you all to know what kind of service I got over at Blockbuster. Renter beware! Cheers, Jason Last edited by Jason Roer : 08-27-2007 at 06:04 PM.