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Disturbing Blockbuster Situation

post #1 of 63
8/27/07 at 3:58pm
Thread Starter 
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
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post #2 of 63
8/27/07 at 4:05pm
Thread Starter 

Disturbing Blockbuster Situation

Hey everyone,

I just posted this in the HD-DVD software section, but thought you guys and gals should hear this too as it could easily effect you.

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
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post #3 of 63
8/27/07 at 4:11pm

Re: Disturbing Blockbuster Situation

A restocking fee for a movie that isn't late??? Thats just crazy!

Doug
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post #4 of 63
8/27/07 at 4:16pm

Re: Disturbing Blockbuster Situation

I suspect this'll get moved to the Vendor forum but................

I never used Blockbuster online but I have had minor (but similar) aggravations at the B&M stores in the past. I've pretty much avoided Blockbuster the past 10 years. I've had Netflix (off and on) pretty much since they started and frequent Hollywood Video (which now has a good selection of both Blu-Ray and HD DVD) locally.

FWIW - I've cancelled with Netflix twice before but made sure they received whatever I had out and that my queue was empty before I actually cancelled.
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post #5 of 63
8/27/07 at 4:19pm
Thread Starter 

Re: Disturbing Blockbuster Situation

The funny thing is she just kept telling me in her stern little voice she was sorry that there was a glitch but that I would have to pay anyway. I asked her as an end user, would she have been happy with this situation. She said no, and then returned to her mantra, "There's nothing that can be done" which roughly translates to, "Bend Over!"

"Ben? Nice to meet you," Irwin "Fletch" Fletcher

Cheers,

Jason
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post #6 of 63
8/27/07 at 4:25pm

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by Jason Roer
...which roughly translates to, "Bend Over!"
That's probably what will happen but I'd call back and ask to talk to a supervisor because you can't fathom this turn of events and you need someone else to explain this to you. Going higher up on the food chain may get you a person who doesn't want to deal with you and will give you what you want. You could try telling the supervisor that you were planning on coming back to BB's online service in the near future but there's no way that you'll do that now and (hopefully) they'll get rid of the fee in the name of customer service.
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post #7 of 63
8/27/07 at 4:28pm

Re: Disturbing Blockbuster Situation

Sorry about your situation, but I really don't feel that Blockbuster was THAT out of line.

You should have just sent the DVD back as soon as you cancelled. With a two month time period, you had to have known it was a glitch.

My experience with BB hasn't been the greatest. One of the last times I was there a few years ago, they told me I had returned 3 DVDs late and owed a fine. Not only had I never returned them late (in my life of 25 years renting, I've never been late with a rental) but I returned them a few days early. I told him this fact and he shrugged and credited it out.
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post #8 of 63
8/27/07 at 4:29pm

Re: Disturbing Blockbuster Situation

I've been using Netflix for years, but gave Blockbuster a shot earlier this year. After two months I cancelled. Crappy selection (compared to Netflix) was my main gripe, but I'm sure if I'd stayed with them longer, I'd have more to bitch about.
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post #9 of 63
8/27/07 at 4:29pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by TravisR
That's probably what will happen but I'd call back and ask to talk to a supervisor because you can't fathom this turn of events and you need someone else to explain this to you. Going higher up on the food chain may get you a person who doesn't want to deal with you and will give you what you want.

Sadly, she WAS the supervisor. And the funniest part was that the original agent I got was significantly nicer. I may try again tomorrow and see what that yields. I'm also going to fax over the e-mail to the supervisor I did speak with. Maybe if there's proof in front of her nose she'll do something about it. I really don't want to let this slide - that part of me that hates the corporations got very upset with Blockbuster today!

Cheers,

Jason
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post #10 of 63
8/27/07 at 4:30pm

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by Jason Roer
Sadly, she was the supervisor.
Well, I'm out of ideas. I consider myself to be very petty but when I worked in a video store, I never cared about getting rid of late fees (unless it was some ridiculous amount or someone who was habitually late) and I'd drop a $1.25 late fee faster than The Flash.
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post #11 of 63
8/27/07 at 4:33pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by TravisR
Well, I'm out of ideas.

No man, it was a good thought. There's always another supervisor.

Cheers,

Jason
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post #12 of 63
8/27/07 at 4:48pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by Jon Martin
Sorry about your situation, but I really don't feel that Blockbuster was THAT out of line.

You should have just sent the DVD back as soon as you cancelled. With a two month time period, you had to have known it was a glitch.

My experience with BB hasn't been the greatest. One of the last times I was there a few years ago, they told me I had returned 3 DVDs late and owed a fine. Not only had I never returned them late (in my life of 25 years renting, I've never been late with a rental) but I returned them a few days early. I told him this fact and he shrugged and credited it out.

Jon,

The reason I'm upset is that they clearly stated in their e-mail I had until the 23rd of Sept. to return it and now I'm being charged well before that date. I was one vacation for a few weeks and just didn't have time to get to it. I just got back and have had lots to catch up on, so I was hoping to see it this weekend.

It's not the money - but rather the priciple. I'm being charged for something that is clearly Blockbuster's mistake. And all they had to do (if it is really true that they can't refund the restocking fee) is to give me a coupon for an instore rental. That's how the customer service industry should work. If they are at fault, there shouldn't even be the slightest hesitation - they should figure out how to compensate you.



Cheers,

Jason
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post #13 of 63
8/27/07 at 5:22pm

Re: Disturbing Blockbuster Situation

I would right a snail male letter to the precedent of Blockbuster and explain the situation. I bet you get a year free!

Doug
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post #14 of 63
8/27/07 at 5:34pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by Douglas Monce
I would right a snail male letter to the precedent of Blockbuster and explain the situation. I bet you get a year free!

Doug


First of all, what's a "Precedent" and how do I get in touch with him or her?

Seriously though, how do I send the president of Blockbuster and e-mail?

Cheers,

Jason
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post #15 of 63
8/27/07 at 6:19pm

Re: Disturbing Blockbuster Situation

Quote:
It's not the money - but rather the principle. I'm being charged for something that is clearly Blockbuster's mistake.

IMO, the $1.25 is not worth your outrage. BB has never, IMO been renowned for exemplary service. Speaking for myself, I would have returned all my stuff before canceling anyway, just in case they were lame ass enough to charge me a late fee (in your case they were). Yes, they suck, but you probably had an inkling of that if you canceled.

I will say this in defense of them: the company I work for just converted to an extraordinarily rigid and complex operating system, so i think I understand "the glitch". It probably is so incredibly complicated for them to work "around the system" that they literally told you that you are not worth it because all this is over a buck twenty-five, and you canceled anyway. I have had to disappoint people who spend a lot more than you because our system left me no choice.
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post #16 of 63
8/27/07 at 6:51pm

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by Jason Roer
This event is in the top 2 all-time blunders in the customer service world that has happened to me.

If you don't mind my asking, who else made the top two? Columbia House? If I had a top-10 list for customer-service nightmares, CH would probably fill about 7 or 8 of the positions.
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post #17 of 63
8/27/07 at 7:17pm

Re: Disturbing Blockbuster Situation

Although as one who also lives pretty much by "the rule of principle", I have some questions.

1. WHY do customers always think that they are entitled to some form of compensation for *their* inconvenience? Just so I get this straight - you had The Big Lebowski before July 25, when you decided to cancel your membership and now it's August 27 and you STILL have the HD DVD? No offense dude (haha), but return it and move on with your life - like the birth of your child. However I do agree that they should just stick to the original return date of September 23 - which begs the question - are you going to wait until that day to return it???

2. I also don't get it why Blockbuster didn't just waive the $1.25 (!) restocking charge and move on with life. Why bother creating more work and hassle for what it's worth - we're talking a BUCK TWENTY FIVE.

3. I'm also wondering how you can cancel a membership while you still had property of theirs. A system shouldn't be able to do that - only if your account was clear (just a thought?).
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post #18 of 63
8/27/07 at 7:55pm

Re: Disturbing Blockbuster Situation

Man, you posted this on here also?
Let's round up the town folk, get some torches and storm Blockbuster because they had the gall to charge you $1.25 for a movie you kept for 1 month.

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post #19 of 63
8/27/07 at 8:50pm

Re: Disturbing Blockbuster Situation

I cannot believe that some people are assigning some of the blame in this situation to Jason! What the heck has he done wrong? Blockbuster is the one who made the mistake here. Blockbuster is the one who gave Jason the wrong "return by" date. Blockbuster is the one who should go out of their way to make sure that Jason is satisfied.
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post #20 of 63
8/27/07 at 8:51pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by Dan McW
If you don't mind my asking, who else made the top two? Columbia House? If I had a top-10 list for customer-service nightmares, CH would probably fill about 7 or 8 of the positions.

That would have been Sprint. But I'd have to write a novel to give you that one. It's actually quite humorous and was laughing then too. I think this one just came as such a shock that I got more upset then was neccessary. I've never been that upset with customer service before, I really don't know why it got to me. Been pretty stressed lately, so that could be the case.

Cheers,

Jason
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post #21 of 63
8/27/07 at 9:01pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by ChristianB
Although as one who also lives pretty much by "the rule of principle", I have some questions.

1. WHY do customers always think that they are entitled to some form of compensation for *their* inconvenience? Just so I get this straight - you had The Big Lebowski before July 25, when you decided to cancel your membership and now it's August 27 and you STILL have the HD DVD? No offense dude (haha), but return it and move on with your life - like the birth of your child. However I do agree that they should just stick to the original return date of September 23 - which begs the question - are you going to wait until that day to return it???

2. I also don't get it why Blockbuster didn't just waive the $1.25 (!) restocking charge and move on with life. Why bother creating more work and hassle for what it's worth - we're talking a BUCK TWENTY FIVE.

3. I'm also wondering how you can cancel a membership while you still had property of theirs. A system shouldn't be able to do that - only if your account was clear (just a thought?).

1. The reason I was so upset was because the agent actually admitted Blockbuster was wrong and they were still asking me to pay for it. That was what got me so upset. I own HD - obviously, I'm not hurting for the buck and change. But this sort of thing rubs me the wrong way. I've never been so upset at customer service. I pride myself at being able to laugh it off. I think because of high stress levels right now, that's where it came from. But really - they coul dhave just offered up a free rental coupon or something. That would have taken care of the whole thing in my book. It would have showed that even though there was a glitch, they were willing to take care of the situation. That goes a long way with me.

As far as why I still have the disc - well, I cancelled the account. Then I was going on vacation and didn't have time as I had lots to finish prior. Then away for a couple weeks. When I came back I had lots to do to catch up - and the plan was to watch it this weekend and have it in the mail a full 3 weeks before I was told it was due. And I'm still going to do that. So no - I don't hold grudges, but I sure won't shop there anymore.

2. Yeah - I'm not sure. They said there was no way they could do it and then after 20 minutes of her telling me this (very mean by the way) she said if I fax her the e-mail, she might be able to do something. Who knows what she's going to do. Like I said above, she could have just given me a free rental coupon and been done with it. Instead she's wasting more of her time, company time, and my time.

3. Not sure why they allow you to cancel before sending everything back. They say it's standard to allow you to keep the films out for a month before they're due back. Maybe because lots of folks rent from them with sya the 3 at a time plan and have discs just sitting on their tables for months at a time before they get to them. The majority of renters do not watch movies like we do on the forum (or rather how I used to!). They tend to get maybe 5 movies a month even on the 3 at a time plan. It's why Netflix does so well.

Cheers,

Jason
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post #22 of 63
8/27/07 at 9:05pm

Re: Disturbing Blockbuster Situation

Jason, if this is the second worst customer service situation you have ever experienced in your life, you should really count your blessings. I've had more than 2 far worse examples in the last week alone.
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post #23 of 63
8/27/07 at 9:05pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by Doug Schiller
Man, you posted this on here also?
Let's round up the town folk, get some torches and storm Blockbuster because they had the gall to charge you $1.25 for a movie you kept for 1 month.


Doug - thanks for that. Very FUNNY!

I know it sounds absurd, but I didn't appreciate the supervisor telling me that Blockbuster had made the error and they expected me to pay for it. That's what really got to me. I don't care about the dollar and change. It was the principle.

Oh - and Doug - I didn't post this here, it was moved from the other spot. We can still round up the townsfolk if you're game!

Cheers,

Jason
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post #24 of 63
8/27/07 at 9:11pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by JohnRice
Jason, if this is the second worst customer service situation you have ever experienced in your life, you should really count your blessings. I've had more than 2 far worse examples in the last week alone.


Believe me - I know how lucky I am in every aspect of my life. Not just the customer service department!

I'm sorry you've had some troubles yourself and I am sure they are far worse than mine today. Like I've said a few times, I think I got so angry more due to additional stress in my life right now - I usually laugh these things off because they are SO absurd. But today, that didn't happen. Too bad - cause this one was very funny! I'm laughing now - does that count?

Cheers,

Jason
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post #25 of 63
8/27/07 at 9:18pm

Re: Disturbing Blockbuster Situation

i used to work for bbv and trust me , they don't care. if i were you i wouldn't let that $1.25 sit out there too long. when i worked in the store we had to send people to collection agencies over fees. i wouldn't put it past bbv to send you also. you'd be surprised how many people had their credit messed up by having a collection agency report from bbv show up on their report. it was up to the store mgr to set a cut off. some said they would write off $5 and below, some wouldn't write off any. it affected their bonus.

half the time we'd find movies had been returned, but the employees were too lazy or high or whatever to put them back in the right place.

one of the happiest days of my life was when i quit
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post #26 of 63
8/27/07 at 9:24pm

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by ChristianB
I'm also wondering how you can cancel a membership while you still had property of theirs. A system shouldn't be able to do that - only if your account was clear (just a thought?).
I think Netflix has a similar policy, where you can cancel your membership while you still have DVDs in your posession, but the DVDs must be received by them by a certain number of days after you cancel or they charge you for the full price of the DVD(s).
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post #27 of 63
8/27/07 at 9:28pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by MielR
I think Netflix has a similar policy, where you can cancel your membership while you still have DVDs in your posession, but the DVDs must be received by them by a certain number of days after you cancel or they charge you for the full price of the DVD(s).


Apparently Netflix makes you return the DVDs within 1 week of cancelation. As I learned today, Blockbuster gives you 30 days. Sometimes they tell you 60 - but don't let that fool you - they mean business with the 30 day thing!

Cheers,

Jason
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post #28 of 63
8/27/07 at 9:48pm

Re: Disturbing Blockbuster Situation

Quote:
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 have to say, this is a perfectly reasonable response. The point of offering discounts/vouchers/freebies to dissatisfied customers is to make sure they don't stop doing business with the company -- you've already canceled your subscription, so there's nothing in it for Blockbuster. The adage "the customer is always right" doesn't apply here because you're no longer a customer.
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post #29 of 63
8/27/07 at 9:53pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by seanOhara
I have to say, this is a perfectly reasonable response. The point of offering discounts/vouchers/freebies to dissatisfied customers is to make sure they don't stop doing business with the company -- you've already canceled your subscription, so there's nothing in it for Blockbuster. The adage "the customer is always right" doesn't apply here because you're no longer a customer.

I had told her I was having a baby soon and needed to cancel my subscription currently because we simply don't have as much time for movies right now. I then reminded her I'M HAVING A BABY! I'm going to have lots of evenings in and then I'm taking a wild guess here, but perhaps my son will be interested in seeing a whole heck of a lot of movies. I made it very clear my cancelation was a temporary status. I probably wouldn't have even used that free month. Heck she could have offered me a free coupon for one rental (which I also probably wouldn't have used)! Anything to show me they care about their customers. But that didn't happen and now I'll be using Netflix in a few months when we're ready to sign up again. She did lose a customer and a whole lot of business for her company. I'm one of those suckers who went in to return using the Total Access and still ended up spending more money renting more movies. I'm exactly the type of customer they love. In fact, they know me by name in my local store.

Cheers,

Jason
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post #30 of 63
8/27/07 at 10:02pm
Thread Starter 

Re: Disturbing Blockbuster Situation

Quote:
Originally Posted by cafink
I cannot believe that some people are assigning some of the blame in this situation to Jason! What the heck has he done wrong? Blockbuster is the one who made the mistake here. Blockbuster is the one who gave Jason the wrong "return by" date. Blockbuster is the one who should go out of their way to make sure that Jason is satisfied.

Actually, I was wrong - in a way. While legally I have every right to hold onto that disc until Sept. 23rd, it was ethically wrong. I wasn't thinking of others. I should have found the time to watch it before my vacation because there are others out there who might be waiting for that disc. And they should be - it's a great film!

I'm not happy with how Blockbuster treated the situation, but I've been trying to think outside myself for a while now (just trying to prepare myself to be a daddy) and in this particular situation, I failed. Luckily, I learned from my "ethical" mistake here and won't make the same one again.

Thank you for your support though. I appreciate it. I only posted the happening of this event here so others could be aware of Blockbuster's policy and not to be baboozled themselves should the same situation arise.

Cheers,

Jason
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