Blockbuster Online WTF????

[connect42]

Let me start off by saying that I love the service provided by Blockbuster.com and I have no intentions of canceling my service. I get 3 out at a time from online and 5 in store rentals per month for $21 a month and they don't charge me extra for Blu-ray. However, the past 3 days have proven to me that their online customer service might employee the dumbest people I have ever encountered. I have posted my emails, in order, here for your enjoyment. Not one of the people seemed to read my emails or understand what the problem was. I seemed to be bounced from person to person, even when I replied directly to who responded to me. At this point I think the whole thing is funny. I teach 6th grade and I am positive that any one of my 6th grade students is more than qualified to work for this customer service department. Again, I love the product, but the customer service is... well, read on:
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Customer (Brian Hale) 06/06/2009 10:30 PM
Hi. I have a question about my queue. I received the Blu-ray version of Point Break in the mail. At the 1 hour 29 minute mark the disc froze and would not play any further. I reported it onluine and asked for the same film to be mailed to me again. I have two questions about this.
1) The blu-ray disc is now listed in my queue twice. I understand that it is in there once due to the fact that you guys have not mailed it to me, but why is it in the queue twice?
2) Can I use the mailer that I have with me (the unplayable Point Break) to exchange for an in store rental?

Thanks,

Brian
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Hello Brian,


Thank you for contacting Blockbuster Customer Care.



I apologize that you received a defective DVD which was "Point Break [Blu-ray] (1991)". I understand that you want to know why your queue are having duplicate titles added and you are asking if you could exchange unplayable discs at the store.



It appears that you have reported the movie "Point Break [Blu-ray] (1991)" and requested for another copy to be sent. If you still have this defective disc, it would help us if you were to write a short notice that reads "You sent me a defective disc" and attach it to the white DVD sleeve. Once you seal the envelope and return that movie back to us again, our shipping center shouldn't return it to you when they see that note inside. While you wait for the replacement copy, attached is your e-coupon good for a free in-store movie rental. Please click on the link below to print your coupon. If you can't click on the link, copy the entire URL and paste it to your browser's address field. You may redeem your free store rental at any participating Blockbuster Store.

If you ever receive any wrong/defective/damaged 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 benefit.

With regards to the titles that are showing twice in your queue, there is no known defect that will add duplicate titles at your queue via "Add" buttons. If this is happening, it is because our website is following the user's computer command. Slow Internet connections or possibly software that tries to make dual connections ("speed optimizers") will mimic multiple send requests. Dial-up service, speed enhancing software, mobile devices, etc may be the cause of the problem. May I suggest that you will try managing your account from a different computer like a friend's house, work, or a library and it is likely they won't be able to reproduce the error.


To ensure consistent, prompt shipments please try to keep 15 or more available titles at the top of your queue.

Should you have any other concerns please feel free to contact us.


Always here to help,

Myren
Blockbuster Customer Care
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after checking on a different computer and proving my internet connection was not the culprit ...

Customer (Brian Hale) 06/07/2009 07:02 AM
Hi. I have a question about my queue. I reported a problem with a disc and chose the option to resend me the same movie. Now that disc (Point Break on Blu-ray) is in my queue twice and I cannot delete either one. I understand that it is in there once due to the fact that you guys have not mailed it to me, but why is it in the queue twice and why can I not delete one of them? I have tried from different computers so that eliminates the computer or internet connection from being the problem.


Thanks,

Brian
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Hello Brian,

Thank you for contacting Blockbuster Customer Care.

I understand that you want to know how to remove titles in queue since "Point Break [Blu-ray] (1991)" was sent to you twice.



There is no known defect that will add duplicates to a customer's queue via the "Add" buttons. If this is happening, it's because our site is following the user's computer command.



Slow internet connections or possibly software that tries to make dual connections ("speed optimizers") will mimic multiple send requests.



To remove titles from queue, simply click the "Delete" box for one or several titles, and click the "Update Queue" button to have titles deleted



To compensate, I will be sending you an e-coupon. You can expect a separate e-mail within 24-48 hours. You just need to click on the link and have it printed for you to be able to redeem your free movie rental at any participating Blockbuster store.

Please check if any firewalls or other security softwares could be preventing complete access to our e-mails. Please check your junk/spam folders as well.



I recommend you to add more titles and re-prioritize them by keeping 15 or more "Available" titles at the top of your queue to ensure consistent and prompt shipment.

Should you have further concerns, please let us know.


Always here to help,

Mylene
Blockbuster Customer Care
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Mylene,

Thank you the quick reply. However, the delete option does not work in removing the disc from my queue. I have tried multiple times and on different computers.

Thanks,

Brian
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Hello Brian,



I understand that you are having difficulty in removing title from your queue.


Rest assured that you will not be held liable for the title, as long as you return once you receive as you normally do after watching. We are experiencing some issues with the allocation process in our end. We are addressing this situation and it will be corrected as quickly as possible.
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Customer (Brian Hale) 06/08/2009 08:41 AM
Hi. I am having a problem with my queue and this is the third time I have asked customer service about it . The blu-ray version of Point Break is in my queue twice. It is "processing" and should be shipped today, but it is also in my queue list and I cannot delete it. Clicking delete and then updating the queue does not delete it. I did not add the movie to my list twice. Originally I reported the disc as unplayable and then the movie showed up in my queue twice. I want the disc that is being mailed to me, but I would like the other to be removed from my queue.
Let three things be clear:
1) I did not add the movie twice.
2) My internet connection is not slow.
3) I do not want another free in store rental.

Thank you for any help in this matter.

Brian
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Hello Brian,

Thank you for contacting Blockbuster Customer Care.



I understand that you do not want "Point Break [Blu-ray] (1991)" to be shipped to you again.



However, "Point Break [Blu-ray] (1991)" wont de deleted from your "At Home" list because it still in "Shipping" status. We recommend that once you have received that title, kindly return the title at your local Blockbuster store for us to ship your next title.



We recommend that you re-prioritize your queue and put more than 15 "Available" titles at the top of your listing to ensure that you will receive DVDs in a timely manner.

Thank you for taking the time to write to us.


Always here to help,

Erika
Blockbuster Customer Care
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Erica,
I do want it to be shipped to me. However, it is in my queue twice. I want to remove the second one, but it will not allow me to do so.

Brian
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Dear Brian,

I am sorry that you were unable to delete a title in your queue. You can delete titles online via "My Queue" link. Simply click the "Delete" box for one or several titles, and click the "Update Queue" button to have titles deleted.

It has been a pleasure serving you today.


Always here to help,

Rudolf
Blockbuster Customer Care
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Rudolph,

I have been using Blockbuster Online for years. I understand how to delete a movie from my queue. What you guys do not seem to understand is that after clicking "delete" and then "update queue" the movie would not delete. It just stayed in my queue. You guys would know this if one of the 4 people I have emailed with so far would just read the entire email. Instead, 4 times I received a canned response that didn't address the problem.
It doe not matter now, because the disc (Point Break) is being processed to be mailed to me - twice. I will get two copies in the mail in a few days. That is not that big of a deal - I just wish customer service would have listened to my problem the first time. I probably will not go through this again. I tried to do the right thing by reporting a bad disc. Next time I will just mail in back unreported to avoid this hassle.

Brian
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Hi Brian,


I apologize for any inconvenience and appreciate your understanding.

I understand that "Point Break [Blu-ray] (1991)" is about to be ship to you twice. Our movie allocation is done automatically. Unfortunately, once that process begins, the DVD can't be removed from your queue.



To have an option to delete titles, even if it is about to be ship is a great suggestion! Unfortunately, we don't have a feature like that currently available. In case that's not currently being considered, I've submitted your feedback to the appropriate department for review.



For now, let me suggest when you receive this DVDs, you have the option of returning it to your local Blockbuster store in exchange for a free movie rental.


Note: Most Franchise Blockbuster locations will accept exchanges, however they still require movies to be returned based on store terms. Please ensure to review your receipt for any in store due dates on exchanges. We apologize for any inconvenience this causes.



Once again, my sincere apology for the inconvenience that this has caused to you, and thank you for taking the time to submit this feedback.


Should there be anything else, please feel free to contact us.


Always here to help,

Noel
Blockbuster Customer Care
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Noel,

Thanks for the reply. I understand that I can't delete a title when it has been processed to ship. That is not the problem and it has never been the problem. Simply put - I reported the first disc damaged on Saturday. Immediately two separate discs for Point Break were added to my queue. I did not add them. They both just showed up in my queue. I immediately tried to delete one of them. Neither one would delete. Monday morning comes and 1 of the Point Break discs is listed as processing and the other is still in the queue listed as "available". It still would not delete from my queue despite many attempts to do so. Two days, countless emails and one phone call to customer service happen and then the second Point Break enters the processing stage.
I am not angry and I do not want free rental coupons. However, I would like somebody from customer service to at least pretend like they understand the problem I am having. At the root of the problem is the fact that upon reporting a disc damaged two copies of the movie were added to my queue and I could not delete one of them. This was not an error on my part - I have deleted, changed, re-arranged, and added to my queue for over two years. This has never happened before. I understand I can exchange the movie out when it arrives, but that is not the point.

Thank you,

Brian
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Hello Brian,

I understand that you reported "Point Break [Blu-ray] (1991)" and 2 copies of the movie were added to your queue and want these titles to be removed.



We recommend that you return the titles or have them exchanged at the store as soon as you received them so we can ship your next title by the end of next business day.


I've updated your account to reflect 2 weeks of free service. This will be applied to your account on your next billing date which is on 06/12/2009 .

Please let me know if there is anything I can help you with.


Always here to help,

Francis
Blockbuster Customer Care
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Francis,

While nobody seems to actually understand he problem, thank you for the 2 weeks. I appreciate it.
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The End