Blockbuster store check-in delays seem to have disappeared as mysteriously as they arrived. In May, some subscribers may have experienced significant delays while waiting for returned store DVDs to clear their queues. These delays were sometimes adding days to the turnaround time for each DVD. At no point, did it become clear whether the delays were due to system problems or deliberate throttling measures intended to reduce the flow of DVDs to subscribers.
There are three main theories. 1) Blockbuster had some strange system glitch that coincidentally allowed them to ship fewer DVDs while still charging full subscription fees. 2) Blockbuster was experimenting with a new throttling technique, and realized the horrifying potential for a massive class action lawsuit. 3) Blockbuster was experimenting with a new throttling technique, and the outcry from subscribers and Blockbuster store managers was too great to be ignored.
The Blockbuster store managers had to hate the check-in delay problem. Blockbuster Online requires each subscriber with issues about store DVDs to call that store's manager during business hours. The managers must have resented getting calls from angry Blockbuster Online subscribers about check-in delays. Every time a subscriber called the store manager about a check-in delay, that manager would have to log into the store's computer system, confirm the DVD had been checked in, and then offer a variety of explanations about why Blockbuster Online's system was out of sync with the store's computer system. This had to be an irritating waste of time for the managers, especially since these calls only consumed the store's resources and generated no revenue.
Blockbuster needs to explain what was going on with the check-in delays. Regardless of whether the delays were due to system problems are deliberate actions, some Blockbuster Online subscribers were inconvenienced during this time and did not receive the full benefits of their subscriptions. Blockbuster needs to compensate the affected subscribers in some way to make up for the delays. Several DVD coupons or a temporary subscription plan upgrade might be sufficient.
Have you experienced any strange store check-in delay problems? If so, post the details here.
Showing posts with label in-store. Show all posts
Showing posts with label in-store. Show all posts
5/26/2009
How to Investigate Artificial Blockbuster Store Check-In Delays
During the last several days, the Blockbuster Underground test account has revealed a peculiar new trend that might negatively affect some Blockbuster Online subscribers. The possible delay tactic limits the DVDs a subscriber can receive each month by allowing or intentionally creating a lengthy delay between the time a Blockbuster subscriber returns a store DVD and the time the Blockbuster Online system updates to reflect the return. The issue could easily add a day or two to the turnaround time for each DVD.
The most troubling thing about these delays is that they have the appearance of being artificial and intentional. Past system update patterns and current system update patterns show some inconsistencies that seem to have no reasonable explanation.
Under this new possible throttling tactic, store DVDs returned at the same time and at the same store may not clear the Blockbuster online system at the same time. This inconsistency strongly suggests the delays are not due to a legitimate system update schedule issue. For example, if the Blockbuster system were updating only once every twenty-four hours, generally all store DVDs returned at the same time should be clearing the system at about the same time. If two DVDs are returned at exactly the same time and they are clearing the Blockbuster Online system at very different times, that suggests the delays are artificial and, therefore, intentional.
Certainly, a Blockbuster employee might scan in one DVD and then not scan in another DVD for hours. This might account for discrepancies of a few hours, but this would not account for delays sometimes far exceeding twenty-four hours, especially since a couple of weeks ago, DVDs returned to the same store were normally clearing the Blockbuster Online system at nearly the same time and in less than a few hours. Often, returned store DVDs would clear in less than an hour.
Another reason the system delays seem artificial is that in-store exchanges (i.e., online DVDs exchanged for store DVDs) still show up in the system rapidly. This feature of the system seems to be mysteriously unaffected by the new delays. In-store exchanges commonly show up in the Blockbuster system within an hour of the transaction. How could the system so quickly update to show when store DVDs go out but then take a full day longer to reflect when those same DVDs came back?
You can test all of this for yourself and see if you are being throttled by Blockbuster in this manner. Here is how to conduct your own investigation.
The most troubling thing about these delays is that they have the appearance of being artificial and intentional. Past system update patterns and current system update patterns show some inconsistencies that seem to have no reasonable explanation.
Under this new possible throttling tactic, store DVDs returned at the same time and at the same store may not clear the Blockbuster online system at the same time. This inconsistency strongly suggests the delays are not due to a legitimate system update schedule issue. For example, if the Blockbuster system were updating only once every twenty-four hours, generally all store DVDs returned at the same time should be clearing the system at about the same time. If two DVDs are returned at exactly the same time and they are clearing the Blockbuster Online system at very different times, that suggests the delays are artificial and, therefore, intentional.
Certainly, a Blockbuster employee might scan in one DVD and then not scan in another DVD for hours. This might account for discrepancies of a few hours, but this would not account for delays sometimes far exceeding twenty-four hours, especially since a couple of weeks ago, DVDs returned to the same store were normally clearing the Blockbuster Online system at nearly the same time and in less than a few hours. Often, returned store DVDs would clear in less than an hour.
Another reason the system delays seem artificial is that in-store exchanges (i.e., online DVDs exchanged for store DVDs) still show up in the system rapidly. This feature of the system seems to be mysteriously unaffected by the new delays. In-store exchanges commonly show up in the Blockbuster system within an hour of the transaction. How could the system so quickly update to show when store DVDs go out but then take a full day longer to reflect when those same DVDs came back?
You can test all of this for yourself and see if you are being throttled by Blockbuster in this manner. Here is how to conduct your own investigation.
- The next time you exchange your Blockbuster Online DVDs for store rentals at a Blockbuster store, make a note of the time, go straight home, and check your Blockbuster Online queue.
- Your in-store exchanges will probably already be reflected by your queue, indicating the Blockbuster Online system has updated.
- If the new store rentals do not appear in your queue, check your queue every hour or so until the new store rentals appear in the At Home section of your queue.
- Make a note of the time.
- When you later return those store rentals, take them into the store to a Blockbuster counter clerk, and ask the counter clerk to scan the DVDs in front of you. Ask the clerk to verify the DVDs are showing up in the system as being checked in. (The store's system update should be almost instantaneous.) You may even want to ask for a receipt or other form of proof for the return. Regardless, make a note of the time the DVDs were scanned at the store.
- When you get home, check your Blockbuster Online queue periodically until the store rental DVDs clear the At Home section of your queue.
- Make a note of the approximate time you notice each DVD clearing your queue.
- If your returned store DVDs clear at significantly different times, or if the DVDs remain in your queue beyond 6:00AM (Eastern) the following morning, there is a problem, and you are probably being throttled by Blockbuster.
- Contact Blockbuster, ask them why you are experiencing such long delays on your account, and request a refund. If these delays are the result of a legitimate system delay, Blockbuster needs to offer you a full explanation, a detailed plan for how they are fixing the problem, and a refund for the time you were unfairly deprived of the subscription benefits for which your are paying.
5/21/2009
Blockbuster Takes Throttling to the Next Level with In-Store Check-In Delay
Blockbuster appears to be engaging in a new throttling tactic, which may border on blatantly fraudulent activity and may put the company in jeopardy of a major class action lawsuit. The latest suspected delay tactic is taking the form of delays in Blockbuster Online's system updates for returned in-store exchanges from some Blockbuster Online subscribers.
Under Blockbuster's current rules, a Blockbuster subscriber must return an in-store exchange DVD before Blockbuster Online will ship another DVD to the subscriber. The problem is that if a subscriber returns a store DVD to the store, has that DVD properly scanned in at the store, and the Blockbuster Online system does not update properly, the returned DVD will incorrectly appear to not be checked in. Even though, the DVD was properly scanned in at the store, the online system may not reflect the return, and that DVD will unfairly occupy a Blockbuster Online shipping slot until it clears the system. Every day that shipping slot appears to be occupied is a day Blockbuster Online will not ship another DVD.
The real problem is that the subscriber is expected to wait twenty-four hours for the returned DVD to clear before reporting the problem. Even then, Blockbuster Online wants the subscriber to personally contact the store by phone to fix the problem. Of course, Blockbuster store hours are limited, and most problems cannot be addressed until the early afternoon, long after Blockbuster Online has selected all DVDs to be shipped that day. This means that a subscriber can return a store DVD to the store, and Blockbuster can use their computer system to easily add a day or two to the turnaround process. This is assuming the Blockbuster subscriber is diligent about maintaining his or her account. A subscriber who does not check his or her account frequently, could see this shipping slot go occupied indefinitely.
Just last week, returned DVDs were able to clear the system in less than an hour in many cases. Why is it suddenly taking Blockbuster up to twenty-four hours to clear DVDs? Slower turnarounds benefit Blockbuster by making it possible to send out fewer DVDs to subscribers.
In short, Blockbuster appears to either be having major system problems or is engaging in intentional shipping delays to throttle subscribers. Regardless, watch your account vigilantly, report problems at the first sign of trouble, and be relentless in your dealings with customer service until they fix your issue. If you are paying a subscription fee to Blockbuster, you deserve to receive the benefits for which you are paying. Blockbuster has no right to hide behind system delays that coincidentally increase profits on the backs of subscribers.
If you think there is a possibility you may want to sue Blockbuster or simply demand a refund from Blockbuster or your credit card company, keep records of your rental history and all contacts with Blockbuster. You will need this information to support your claim and demonstrate Blockbuster's breach of contract.
Under Blockbuster's current rules, a Blockbuster subscriber must return an in-store exchange DVD before Blockbuster Online will ship another DVD to the subscriber. The problem is that if a subscriber returns a store DVD to the store, has that DVD properly scanned in at the store, and the Blockbuster Online system does not update properly, the returned DVD will incorrectly appear to not be checked in. Even though, the DVD was properly scanned in at the store, the online system may not reflect the return, and that DVD will unfairly occupy a Blockbuster Online shipping slot until it clears the system. Every day that shipping slot appears to be occupied is a day Blockbuster Online will not ship another DVD.
The real problem is that the subscriber is expected to wait twenty-four hours for the returned DVD to clear before reporting the problem. Even then, Blockbuster Online wants the subscriber to personally contact the store by phone to fix the problem. Of course, Blockbuster store hours are limited, and most problems cannot be addressed until the early afternoon, long after Blockbuster Online has selected all DVDs to be shipped that day. This means that a subscriber can return a store DVD to the store, and Blockbuster can use their computer system to easily add a day or two to the turnaround process. This is assuming the Blockbuster subscriber is diligent about maintaining his or her account. A subscriber who does not check his or her account frequently, could see this shipping slot go occupied indefinitely.
Just last week, returned DVDs were able to clear the system in less than an hour in many cases. Why is it suddenly taking Blockbuster up to twenty-four hours to clear DVDs? Slower turnarounds benefit Blockbuster by making it possible to send out fewer DVDs to subscribers.
In short, Blockbuster appears to either be having major system problems or is engaging in intentional shipping delays to throttle subscribers. Regardless, watch your account vigilantly, report problems at the first sign of trouble, and be relentless in your dealings with customer service until they fix your issue. If you are paying a subscription fee to Blockbuster, you deserve to receive the benefits for which you are paying. Blockbuster has no right to hide behind system delays that coincidentally increase profits on the backs of subscribers.
If you think there is a possibility you may want to sue Blockbuster or simply demand a refund from Blockbuster or your credit card company, keep records of your rental history and all contacts with Blockbuster. You will need this information to support your claim and demonstrate Blockbuster's breach of contract.
2/25/2009
Blockbuster Spins Massive Reduction in TotalAccess Benefits
Click here to see Blockbuster's official statement about the massive reduction in TotalAccess benefits. This is basically what Blockbuster Underground previously reported. The humorous difference is how Blockbuster is pathetically trying to spin this subscription benefit cut as a plan enhancement. Blockbuster is trying to trick TotalAccess subscribers into thinking they are now getting some sort of an improvement to their service when the reality is that TotalAccess subscribers are about to get far fewer DVDs for their subscription price.
Why did Blockbuster not just come out and say,
“Congratulations! Because you have been a loyal TotalAccess subscriber, Blockbuster is rewarding you with far fewer DVDs per month for the same price you have been paying. Lucky dog! Now you have much more time to watch glorified teenage karaoke shows on primetime television. Enjoy!”
Why did Blockbuster not just come out and say,
“Congratulations! Because you have been a loyal TotalAccess subscriber, Blockbuster is rewarding you with far fewer DVDs per month for the same price you have been paying. Lucky dog! Now you have much more time to watch glorified teenage karaoke shows on primetime television. Enjoy!”
2/22/2009
Blockbuster TotalAccess Is Getting Worse, Much Worse
Blockbuster has found yet another way to slap TotalAccess subscribers across the face. According to Anders Bylund of Motley Fool, in-store exchanges might be changing in a big way. In the past, if you were a Blockbuster TotalAccess subscriber, you could exchange some or all of your online rentals at a Blockbuster store for free in-store rentals. As soon as the counter clerk scanned in your online rentals, slots would open in your queue allowing additional online DVDs to ship. You could return the in-store rentals any time before the due date at no cost. Under this system, on a three-out plan, you could actually have six DVDs (three online and three in-store) at your house at a time.
The new TotalAccess system--currently being tested--is far worse. Under the new system, your in-store exchanges will count against your plan limits. For example, if you are on a three-out plan, your plan will not permit you to have more than three Blockbuster DVDs in your possession at a time. You might exchange all three of your online rentals at a store, but Blockbuster Online will not ship another online DVD to you until you return an in-store rental to the store. Therefore, if you have three in-store rentals and you do not make it back to your Blockbuster store for a few days, those in-store rentals are going to delay shipment of your online rentals by the same amount of time. Under this new system, will you have to return those in-store rentals as soon as you possibly can or face significant delays on your online account.
This plan modification will be another major reduction in TotalAccess subscriber benefits. Isn’t it ironic that ever since Blockbuster adopted the TotalAccess name, subscribers have been hit with increasingly deeper reductions in subscriber benefits? Perhaps, Blockbuster LimitedAccess is a more accurate name for the plan, but that honest approach might not sell many subscriptions. It looks like Blockbuster is a flailing company that cannot figure out a way to be profitable without misleading and mistreating customers. When Blockbuster finally goes bankrupt, is anyone really going to feel sorry for them?
The new TotalAccess system--currently being tested--is far worse. Under the new system, your in-store exchanges will count against your plan limits. For example, if you are on a three-out plan, your plan will not permit you to have more than three Blockbuster DVDs in your possession at a time. You might exchange all three of your online rentals at a store, but Blockbuster Online will not ship another online DVD to you until you return an in-store rental to the store. Therefore, if you have three in-store rentals and you do not make it back to your Blockbuster store for a few days, those in-store rentals are going to delay shipment of your online rentals by the same amount of time. Under this new system, will you have to return those in-store rentals as soon as you possibly can or face significant delays on your online account.
This plan modification will be another major reduction in TotalAccess subscriber benefits. Isn’t it ironic that ever since Blockbuster adopted the TotalAccess name, subscribers have been hit with increasingly deeper reductions in subscriber benefits? Perhaps, Blockbuster LimitedAccess is a more accurate name for the plan, but that honest approach might not sell many subscriptions. It looks like Blockbuster is a flailing company that cannot figure out a way to be profitable without misleading and mistreating customers. When Blockbuster finally goes bankrupt, is anyone really going to feel sorry for them?
9/17/2008
Blockbuster’s Wednesday Shipping Tactic
If you have a Blockbuster Online account, you have probably noticed an unpleasant development recently. For months now, Blockbuster has been shipping many DVDs on Tuesdays, making Monday shipping an extremely rare occurrence. Now, Tuesday shipping is beginning to fade, and Wednesday is gradually taking its place as the first full shipping day of the week at Blockbuster.
This is an unwelcome development, which is significantly reducing the subscription benefits for which you are paying as a Blockbuster Online subscriber. If you exchange your online rentals at a Blockbuster store on a Friday night, it is quite possible Blockbuster Online may not ship new DVDs to you until Wednesday of the following week. In this case, the earliest you will get your online rentals will be Thursday, and having to wait on those DVDs until Friday or Saturday is very possible. So, with Blockbuster’s Wednesday shipping tactic, you could be facing a full week or more of waiting for your DVDs.
If your DVDs are not shipping until Wednesday, it will be nearly impossible for you to get more than one set of DVDs per week. Your only hope is that you receive and watch all of your DVDs on Thursday, exchange them at a Blockbuster store that night, hope Blockbuster Online will ship more DVDs to you on Friday, and then hope you receive the new DVDs by Saturday. This feat is going to be completely impractical for the vast majority of subscribers, and Blockbuster must know this. By limiting shipping on Mondays and Tuesdays, Blockbuster has found yet another way to reduce your subscription benefits while still charging you full price.
This is an unwelcome development, which is significantly reducing the subscription benefits for which you are paying as a Blockbuster Online subscriber. If you exchange your online rentals at a Blockbuster store on a Friday night, it is quite possible Blockbuster Online may not ship new DVDs to you until Wednesday of the following week. In this case, the earliest you will get your online rentals will be Thursday, and having to wait on those DVDs until Friday or Saturday is very possible. So, with Blockbuster’s Wednesday shipping tactic, you could be facing a full week or more of waiting for your DVDs.
If your DVDs are not shipping until Wednesday, it will be nearly impossible for you to get more than one set of DVDs per week. Your only hope is that you receive and watch all of your DVDs on Thursday, exchange them at a Blockbuster store that night, hope Blockbuster Online will ship more DVDs to you on Friday, and then hope you receive the new DVDs by Saturday. This feat is going to be completely impractical for the vast majority of subscribers, and Blockbuster must know this. By limiting shipping on Mondays and Tuesdays, Blockbuster has found yet another way to reduce your subscription benefits while still charging you full price.
6/16/2008
The Mystery of the Vanishing In-Store Rental E-Coupon
If you are a Blockbuster Online subscriber and you are out there just wondering how Blockbuster Online might screw you next, wait no longer. The next benefit Blockbuster is taking from you is an e-coupon.
Some of you had been getting two coupons for free in-store rentals each month. Others were getting just one per month. Others were probably getting something else or nothing at all. Regardless of what you have been getting in the way of Blockbuster e-coupons, you are probably about to get less.
As part of what Blockbuster has called a service “enhancement,” many subscribers will be losing a monthly e-coupon. Those with two coupons might be downgraded to one. Those with one might be downgraded to zero. Those have not been getting e-coupons will probably get shafted some other creative way.
The bottom line is that Blockbuster Online is reducing benefits for some subscribers by withholding e-coupons. These unlucky subscribers will be paying the same fee for fewer benefits.
Some of you had been getting two coupons for free in-store rentals each month. Others were getting just one per month. Others were probably getting something else or nothing at all. Regardless of what you have been getting in the way of Blockbuster e-coupons, you are probably about to get less.
As part of what Blockbuster has called a service “enhancement,” many subscribers will be losing a monthly e-coupon. Those with two coupons might be downgraded to one. Those with one might be downgraded to zero. Those have not been getting e-coupons will probably get shafted some other creative way.
The bottom line is that Blockbuster Online is reducing benefits for some subscribers by withholding e-coupons. These unlucky subscribers will be paying the same fee for fewer benefits.
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