Twilight Time Discussion Thread

[TheGoldenGunman]

Originally Posted by baheidstu

Did you order from Twilight Time directly or Screen Archives?

Twilight Time directly. I'm told Screen Archives has much better customer service.

[Reddington]

The problem here is really that Amazon has set the bar almost impossibly high for other online sellers to replicate. As an example, one of my BD orders from the UK arrived missing 3 out of the 4 titles, with the packaging damaged and (poorly) resealed - either by the Royal Mail, or the USPS. Amazon replaced the 3 titles and shipped the package 2nd day International delivery - at significant cost to themselves - without batting an eyelid.

Not sure boycotting TT is the best response, as you may find SAE's policy is exactly the same. Sometimes, one just has to chalk these things up to experience. No consolation, I know. Sorry for your troubles.

[MassiveMovieBuff]

Diabolik went above and beyond for me not too long ago for one of my orders as well and it was a limited edition. I had a few troubles with the same order and they were absolutely wonderful. Amazon obviously is too but this is concerning me with TT. Doesn't sound like they value their customers. Not sure if this happens more frequently or if this is a rare situation with them

[TheGoldenGunman]

Originally Posted by MassiveMovieBuff

Diabolik went above and beyond for me not too long ago for one of my orders as well and it was a limited edition. I had a few troubles with the same order and they were absolutely wonderful. Amazon obviously is too but this is concerning me with TT. Doesn't sound like they value their customers. Not sure if this happens more frequently or if this is a rare situation with them

I have had only a few rare problems over the years (sometimes with even smaller companies) and I have never had anything like the negative response I got from TT. I didn't open a dispute with Paypal, but I was using the resolution center (still hoping the items will appear, however unlikely). TT opened the dispute, lied to Paypal about the items being insured (they were not) and had the case closed. I'm on the phone with Paypal now to try to deal with this. Honestly, accidents happen, but it is TT response to this that will lead me to no longer support them as a company. If anyone values customer service, I would suggest you consider this next time you are going to be placing an order with TT.

[tcdrek]

Originally Posted by TheGoldenGunman

Twilight Time directly. I'm told Screen Archives has much better customer service.

My wariness regarding Twilight Time's customer service has caused me a great deal of weariness. I think I'm saying that correctly.

I saw what you posted a couple pages back, that Twilight Time says that they'd rather not have you as a customer if they have to re-fulfill the order? That's unbelievable. Are these the same people behind the wording of the threatening emails for the double fulfillment fiasco a while back? If USPS won't budge, file a PayPal dispute. Trust me, you won't miss Twilighttime.com. I don't even shop there anymore.

[baheidstu]

Originally Posted by tcdrek

My wariness regarding Twilight Time's customer service has caused me a great deal of weariness. I think I'm saying that correctly.

I saw what you posted a couple pages back, that Twilight Time says that they'd rather not have you as a customer if they have to re-fulfill the order? That's unbelievable. Are these the same people behind the wording of the threatening emails for the double fulfillment fiasco a while back? If USPS won't budge, file a PayPal dispute. Trust me, you won't miss Twilighttime.com. I don't even shop there anymore.

Originally Posted by TheGoldenGunman

I have had only a few rare problems over the years (sometimes with even smaller companies) and I have never had anything like the negative response I got from TT. I didn't open a dispute with Paypal, but I was using the resolution center (still hoping the items will appear, however unlikely). TT opened the dispute, lied to Paypal about the items being insured (they were not) and had the case closed. I'm on the phone with Paypal now to try to deal with this. Honestly, accidents happen, but it is TT response to this that will lead me to no longer support them as a company. If anyone values customer service, I would suggest you consider this next time you are going to be placing an order with TT.

Well, without getting into it too much because there's always two sides to every story, I will just say that good customer service relations go a long way. There's a reason why successful companies operate on the principle that "the customer is always right".

[tcdrek]

I used to live in a part of Arkansas where, over the course of 7 years, USPS misdelivered about 5-10 pieces of my mail (and it was NOT a heavily populated area). One time I ordered a factory sealed blu-ray from an ebay seller. After having received it outside of the projected delivery estimate, I noticed that the bubble wrap mailer was opened and resealed, and inside the package, the shrink wrap was absent from the case. I contacted the seller, and he swore up and down that the blu-ray was factory sealed when he mailed it out (and judging by his seller rating, I believed him). I concluded that the mailman delivered it to the wrong address, that resident opened and watch my movie, placed the blu-ray back in it's package, resealed it, and then put it back in his/her mailbox for the mailman to deliver it to the right address.

So, what I'm getting at, TheGoldenGunman, is, unfortunately, some @sswipe is probably watching your movies right now. Maybe this person will have the common decency to forward them along once when they're done with them. This, of course, doesn't excuse Twilight Time for their response to your situation.

[MassiveMovieBuff]

Originally Posted by TheGoldenGunman

I have had only a few rare problems over the years (sometimes with even smaller companies) and I have never had anything like the negative response I got from TT. I didn't open a dispute with Paypal, but I was using the resolution center (still hoping the items will appear, however unlikely). TT opened the dispute, lied to Paypal about the items being insured (they were not) and had the case closed. I'm on the phone with Paypal now to try to deal with this. Honestly, accidents happen, but it is TT response to this that will lead me to no longer support them as a company. If anyone values customer service, I would suggest you consider this next time you are going to be placing an order with TT.

Exactly. Even if you do receive your orders late it's their attitude towards the matter that is concerning.

[mja345]

That's weird. When TT first opened its site, there were a bunch of glitches, and I accidentally double ordered a ~150 dollar order and they were very helpful and canceled it quickly. They could have been a-holes and just charged me for a double order. But that's very unfortunate, GoldenGunman, hope you get everything resolved.

[TwilightTimeMovies]

Originally Posted by TheGoldenGunman

I have had only a few rare problems over the years (sometimes with even smaller companies) and I have never had anything like the negative response I got from TT. I didn't open a dispute with Paypal, but I was using the resolution center (still hoping the items will appear, however unlikely). TT opened the dispute, lied to Paypal about the items being insured (they were not) and had the case closed. I'm on the phone with Paypal now to try to deal with this. Honestly, accidents happen, but it is TT response to this that will lead me to no longer support them as a company. If anyone values customer service, I would suggest you consider this next time you are going to be placing an order with TT.

Hello,

While we don't typically like to discuss issues like this in a public forum, I'd like to take some time to address your issues and ensure everyone here understands that we absolutely do not believe in treating our customers this way.

First, the customer service employee who dealt with your ticket did not handle this properly and for that I sincerely apologize.

Assuming you shipped via priority mail, the agent was correct in stating that your package had $50 in insurance (all Priority Mail shipments do have base insurance coverage: https://www.usps.com/ship/insurance-extra-services.htm). That said, our agent should have offered to file the claim on your behalf, and made you whole as soon as he had all the information.

There is no question that the way this was approached and communicated to you was wrong. The PayPal resolution center is meant only for us to demonstrate to PayPal that we shipped your order in good faith by providing tracking, and to work towards an amicable result rather than placing blame anywhere. This agent responded to you in an unprofessional and inappropriate way, and did not follow our policies.

Any time a customer of TwilightTimeMovies.com reports a missing order that has good tracking information and shows delivered, our agents are supposed to open a claim with USPS and attempt to track down the missing products. We try to do this for a handful of days as many times these orders do show up a little late. If the products can't be located, and you are a customer in good standing (we have had some fraud from foreign countries which we have to watch out for), the agent will work with you to make you whole. Sometimes the product is unfortunately out of stock, which we cannot control, so a refund may have to be made.

Please PM me here with your order number and details, and I will personally ensure that this situation is made right. While we may have lost you as a customer, please rest assured that the individual responsible for this has been pulled aside and will be re-trained on how to handle these situations. After this incident, we are working on fresh training and guidelines for our customer service staff. We absolutely value all of our customers, and we feel terrible any time you are made to feel like you are not important or valued.

Don
Twilight Time Movies

[TheGoldenGunman]

Originally Posted by hariseldon

Agree partially on Sentence 2 -- you start and operate with that principle, but there is a point in time were the company has to part ways with certain customers.

A variation of an old storekeepers saying -- 99% of all the trouble is caused by 2% of the customers and sometimes those people need to be offered a list of other stores in the area to shop at so you can concentrate on the 98%. I have relatives that fall into that 2% (not all elderly or Alzheimers level) and there is absolutely NOTHING you can do to make them satisfied -- Cut their grass for free (too short, too noisy, you didn't edge right), buy them dinner (too cheap, didn't taste right, poor service, silverware was old, chairs uncomfortable), buy them a TV (too big, too small, wrong brand, it's not American made, too complicated, picture doesn't look right, nothing to watch), come to visit (too rushed, stayed too long, you were boring, you mumbled, you talk too much, you don't listen, you didn't talk at all, you come too often, why has it been so long).

Completely agree. Some of the things people do returns for really makes me shake my head (dinged slipcovers, damaged cases that are easily replaceable, etc). To each their own, but I don't let that stuff bother me and if it is something that might bother me on a specific release, I try to buy that in a store. The only time I've ever had significant issues with USPS in the past is when ordering from the UK and the items taking months longer than even a generous delivery window would dictate.

I never asked for anything from TT other than the possibility of them replacing the order should it not show up through USPS after they do their trace. In their emails refusing to even consider this, they kept going on about how great their customer service is. I don't think I'm missing something, but it sure feels like I am.

[TheGoldenGunman]

Originally Posted by TwilightTimeMovies

Hello,

While we don't typically like to discuss issues like this in a public forum, I'd like to take some time to address your issues and ensure everyone here understands that we absolutely do not believe in treating our customers this way.

First, the customer service employee who dealt with your ticket did not handle this properly and for that I sincerely apologize.

Assuming you shipped via priority mail, the agent was correct in stating that your package had $50 in insurance (all Priority Mail shipments do have base insurance coverage: https://www.usps.com/ship/insurance-extra-services.htm). That said, our agent should have offered to file the claim on your behalf, and made you whole as soon as he had all the information.

There is no question that the way this was approached and communicated to you was wrong. The PayPal resolution center is meant only for us to demonstrate to PayPal that we shipped your order in good faith by providing tracking, and to work towards an amicable result rather than placing blame anywhere. This agent responded to you in an unprofessional and inappropriate way, and did not follow our policies.

Any time a customer of TwilightTimeMovies.com reports a missing order that has good tracking information and shows delivered, our agents are supposed to open a claim with USPS and attempt to track down the missing products. We try to do this for a handful of days as many times these orders do show up a little late. If the products can't be located, and you are a customer in good standing (we have had some fraud from foreign countries which we have to watch out for), the agent will work with you to make you whole. Sometimes the product is unfortunately out of stock, which we cannot control, so a refund may have to be made.

Please PM me here with your order number and details, and I will personally ensure that this situation is made right. While we may have lost you as a customer, please rest assured that the individual responsible for this has been pulled aside and will be re-trained on how to handle these situations. After this incident, we are working on fresh training and guidelines for our customer service staff. We absolutely value all of our customers, and we feel terrible any time you are made to feel like you are not important or valued.

Don
Twilight Time Movies

Don, I did PM you the order information and I do appreciate your words here. I am, and always was, more than happy to wait several weeks to see if the package does find it's way to me somehow. I trust you will be able to assist with some sort of resolution and want to thank you in advance.

[Jobla]

I hope that Sony will someday do a 4K scan of Paul Mazurski's TEMPEST (1982). It's a beautiful film that deserves a Blu-ray release.

[little idiot]

Originally Posted by bdgking

SAE only has 45 copies remaining as of now of Bunny Lake Missing in case anyone wants a copy but does not own one .

Now sold out at SAE, but still 60 copies left at the TT-portal

[bdgking]

Curious how can you tell how many copies remain of a title at the twilight time portal ?

please advise

thank you

[bdgking]

Alert just went out 26 copies of Bunny Lake Missing remaining at twilight time

[bdgking]

Only 2 copies remaining of Riff Raff at Twilight Time .
I would imagine quantities of this same title at SAE are running low as well .

If this one sells out hopefully they will add another good title for their 7 for $70

I think SAE is getting really low on Minwarp , Rapture & Conrack

[theater dreamer]

Grabbed The Buddy Holly Story and The Remains of the Day at SAE. Very much looking forward to seeing both of these for the first time, especially Gary Busey's performance as the leader of the Crickets.

I just wish I'd bought La Bamba before it went out of stock. Loved Lou Diamond Phillips' portrayal of Ritchie Valens.

[RalphoR]

Missed out on La Bamba as well. Might be for the better because it always makes me so sad.

[SeanJoyce]

Originally Posted by theater dreamer

I just wish I'd bought La Bamba before it went out of stock. Loved Lou Diamond Phillips' portrayal of Ritchie Valens.

Phillips was a guy who never really "made it", but he's always a likable presence and he knocked it out of the park with La Bamba.

I loved him most in Stand and Deliver.