Alternate Blockbuster Customer Service Email Address

This is probably very temporary, but if you are having problems on your Blockbuster account, you might try reporting the problems to Blockbuster at bbsurvey@blockbuster.cust-serv.com. This might not do anything for you, but you might possibly get some results. At this point, any sort of result is probably better than the responses you have been getting from Blockbuster during the last couple of weeks.

Surprise Visitors in the At Home Section of Your Queue

Hey, remember that DVD you returned to the Blockbuster store two weeks ago? You almost forgot you watched it, but guess what. It just popped up in the At Home section of your queue.

Surprisingly, DVDs returned days or weeks ago are mysteriously appearing in Blockbuster subscriber's queues, sometimes as multiple copies of the same title. This is most likely due to massive system problems at Blockbuster. If this happens to you, you will probably have to call Blockbuster at (866) 692-2789, sit on hold for half an hour listening to awful music while getting excited every couple of minutes when hear a pause and mistakenly think someone is about to help you.

If you have an abundance of time to wait for someone to speak with you, you may eventually get to ask a customer service representative to remove the surprise DVDs from your queue. Note: If you try to fix this problem via email, you may have to wait for a few days or maybe more than a week.

Bad Blockbuster Service in July

According to a Blockbuster employee whose name will not be published here, the current problems with Blockbuster's systems are so bad the service issues could potentially extend into mid- to late-July. It is simply baffling that Blockbuster is not getting out in front of this and communicating with subscribers. It is almost like Blockbuster wants all of its online subscribers to cancel in anger.

What Blockbuster May Not Be Telling You About Account Problems

According to a verified Blockbuster employee, whose name will not be published for his/her protection, the problems you have been experiencing on your Blockbuster account are likely due to Blockbuster changing offices from McKinney, Texas to the Denver-area Dish campus in Douglas County, Colorado. This move has resulted in massive system problems, and Blockbuster is struggling to get these issues fixed.  From the looks of things, it seems like Blockbuster is doing more struggling than fixing.

You may have been able to get this information out of a Blockbuster employee yourself, but the fact that Blockbuster is not being proactive and up front about these problems is a sign they do not care much about their subscribers. All Blockbuster needs to do is send out an email to subscribers or post a simple notice about the system problems on the Blockbuster Web site. The message needs to appear only to account holders who have logged in and the unfortunate new customers who are in the process of activating new accounts. Just a little bit of information could be saving a lot of subscribers from a lot of aggravation and wasted time resulting from DVDs not being cleared, DVDs not shipping, delays of several days on responses from customer service, etc.

This current fiasco is a shameful moment for Blockbuster and reveals some serious management problems. Who knows how long Blockbuster will take to get these problems fixed? Even if Blockbuster gets these problems fixed tomorrow, the very least they should do is give every subscriber a free month of service as compensation for the company's poor performance in June and a second free month for all of the frustration and lack of communication with subscribers. If Blockbuster does anything less than give subscribers two free months of service after this debacle, Blockbuster's lack of action and poor performance will be unforgivable.