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 refund. Show all posts
Showing posts with label refund. Show all posts
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.
9/10/2008
Requesting Your Blockbuster Refund for Missed Shipping Days
With Blockbuster failing to ship DVDs in a timely manner and the nature of Blockbuster’s subscription-based billing system, the issue of refunds is becoming important. If you have one or more empty slots in your Blockbuster Online queue and Blockbuster fails to ship a DVD to you within 24 hours (Monday-Friday), you deserve a refund for the lapse in your subscription benefits.
Blockbuster has gotten quite slow about shipping lately. It is possible that Blockbuster will allow you to have empty slots in your queue for days before shipping a DVD to you. When Blockbuster Online fails to ship a DVD to you, complain to Blockbuster and make a note of the incident.
After a few weeks, you may have records of several missed shipping days. Keep in mind that--as a subscriber--you still paid for these shipping days even though Blockbuster did not provide subscription services to you on these days. Given that Blockbuster charged you while providing no benefit, it is only right that Blockbuster should issue a refund to you for missed shipping days.
Here is an example. In any given month, there are around 22 shipping days. If Blockbuster Online failed to ship to you on 8 of those 22 days, Blockbuster failed to honor your subscription for 36% of the shipping days in the month. If you paid Blockbuster $35 (plus tax) for that month, it is only fair that Blockbuster compensate you for the days of unfulfilled service by providing a 36% refund of $12.60 (plus tax).
Make your refund request to Blockbuster in writing. If Blockbuster rejects your request, you will need documentation. With proper documentation, you can pursue a refund through the Better Business Bureau or your credit card company.
It is not right for a company to collect fees for a service it cannot or will not provide. Do not let Blockbuster take your money without giving you something in return. If they cannot or will not provide the services for which you are paying, they need to return at least part the money you paid.
Blockbuster has gotten quite slow about shipping lately. It is possible that Blockbuster will allow you to have empty slots in your queue for days before shipping a DVD to you. When Blockbuster Online fails to ship a DVD to you, complain to Blockbuster and make a note of the incident.
After a few weeks, you may have records of several missed shipping days. Keep in mind that--as a subscriber--you still paid for these shipping days even though Blockbuster did not provide subscription services to you on these days. Given that Blockbuster charged you while providing no benefit, it is only right that Blockbuster should issue a refund to you for missed shipping days.
Here is an example. In any given month, there are around 22 shipping days. If Blockbuster Online failed to ship to you on 8 of those 22 days, Blockbuster failed to honor your subscription for 36% of the shipping days in the month. If you paid Blockbuster $35 (plus tax) for that month, it is only fair that Blockbuster compensate you for the days of unfulfilled service by providing a 36% refund of $12.60 (plus tax).
Make your refund request to Blockbuster in writing. If Blockbuster rejects your request, you will need documentation. With proper documentation, you can pursue a refund through the Better Business Bureau or your credit card company.
It is not right for a company to collect fees for a service it cannot or will not provide. Do not let Blockbuster take your money without giving you something in return. If they cannot or will not provide the services for which you are paying, they need to return at least part the money you paid.
Subscribe to:
Posts (Atom)
Posts
