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Blockbuster Cops out with Partial Fulfillment

Since late-September, Blockbuster has become more aggressive with one of their more cheesy throttling tactics. For some reason, the minds at Blockbuster have assumed they can get away with shipping fewer DVDs to subscribers by partially filling empty queue slots. Blockbuster may not ship all of the DVDs they are supposed to send to you, but they will at least send one or two, so you cannot accuse them of letting your account sit idle for days at the time.

Here is how Blockbuster's partial fulfillment works. On Monday, you have three empty queue slots, but nothing ships that day. On Tuesday or Wednesday, Blockbuster ships two DVDs to you. These DVDs have been sent from far enough away that they will almost never arrive until Thursday or Friday. If you are lucky, Blockbuster will ship the third DVD to you by Friday, but they might hold off on shipping until the following Monday or Tuesday.

Here is the important thing to realize: By trickling out partial shipments, Blockbuster will have the ability to claim--at almost any given time--they either recently shipped something to you or will be shipping something to you soon. At almost no point is Blockbuster living up to the terms of the subscription agreement you have with them. Blockbuster is perpetually leaving one to three of your queue slots empty while hiding behind the illusion they are shipping DVDs to you on a regular basis.

Now, here's the deal. If you have three empty queue slots on Monday morning, Blockbuster should ship three DVDs to you by Monday afternoon. If Blockbuster does anything else, they are cheating you out of your subscription benefits. Just because Blockbuster ships a DVD to you on Tuesday, it does not mean they are absolved from sending another DVD to you for the next few days.

Do not let Blockbuster trickle out DVDs to you and con you into thinking you are getting the subscription benefits for which you are paying. When you complain to Blockbuster about delays and they try to appease you by telling you they just shipped a DVD to you, fire back with, "Okay, congratulations for partially living up to our agreement. Now what about the other DVDs you should have sent to me days ago? What is Blockbuster going to do to compensate me for this delay?"

1 comment:

boboh said...

I've been seeing this more and more on my account as well. Emails to Customer Support yield nothing; most recently, they promised a coupon for a free rental that never materialized.

I'm counting the days until they go out of business...

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