Users report major problems with Blockbuster Online 9 Mar 2007

anon 9 Mar 2007 02:36 PM

What's annoying is that Blockbusters initial response was to tell its users that they were making it up.

Their spokesperson told AT: "If a customer feels like they are not getting a movie, they should follow up with our customer service. But in terms of product being allocated and shipped, there has been no interruption."

Surely the correct response would have been to say "we'll look it", but no - they wen't with "you're wrong" (read: "you're liars"). Nice.

rob 9 Mar 2007 03:46 PM

Exactly. That sort of attitude destroys trust.

Barb 30 Aug 2007 02:08 AM

There are some major problems with Blockbusters online service. For the past week we have recieved no shipments at all even though there are over 30 movies listed available in our Queue. I have tried several times to email their customer service department with no success. The sad thing is that this happened once before when I first joined Blockbuster online. Due to the delay in shipment I decided to cancel. When the company advertised the new and improved total access online I decided to give it a try again. Again to my disappointment, it seems that blockbuster online is not up to their consumers demands for fast shipment and better cutomer service. They are failing on both the shipment and Customer service. On a brighter note, I kept my netflix account when I joined Blockbuster for the second time and have had no problems. So some advise to you weary Blockbuster customers. Try netflix.

Andrew 31 Aug 2007 01:58 PM

Certainly not working in the last several days - had 40 in queue and even though 10 listed as available nothing shipped. Have beefed up selection with 10 more (all available) and still nothing in the shipped column!

mariah 4 Jan 2008 06:44 PM

My email interactions with Blockbuster after talking to several people and finding out that I'm being charged way more than others for a lesser plan...

My first e-mail:

"I would like to know why my service charge is raising when my friend who has the same subscription as I do is still only paying the first price of $17.99 for 3 movies at a time and unlimited in store exchanges. I have talked to several people and they did not even get the first price raise last year and have not had their subscription price raised this year. I don't think it is fair to raise some peoples subscription and not other peoples. Everyone I have talked to has not had a raise in prices from your company so why am I subjected to the price change and not others twice? The postage hasn't raised and your program hasn't got any better.

This is a copy of her subscription price. If you are not going to raise everyone's subscription price, I don't see how you can raise some. As you will see, she is still paying the first price of $17.99 for what I am going to be paying $29.99 for and she is still receiving e-coupons which I haven't received since the last price hike less than six months ago. That's not good business. I want the price she and everyone else I know is getting. I don't see paying twice as much for what they pay so little for.

BLOCKBUSTER Total Access Premium
$17.99 / month (plus taxes)
3 at-a-time, unlimited mailings
unlimited in-store movie exchanges
+2 FREE bonus Movie or Game Rental E-Coupon / Month

Next Billing Date:
January 26,2008"

-----

Their response:

"Thank you for contacting Blockbuster Online Customer Care.

I appreciate the opportunity to address your concern today. We believe you'll agree that Total Access Premium provides an enormous value that comes from unlimited rentals and in-store exchanges, and we’re adjusting our pricing accordingly. The price adjustment enables us to bring our online subscription plans more in line with our in-store subscription pricing and strikes the right balance between providing great value to our subscribers and getting a fair return for the company and our shareholders.

Please note that we're not changing any plan benefits; you'll continue to get all the same great benefits and value from Total Access. With the variety of rental plans we now have in place, you'll have a lot of choices available, should you decide you want to move to a different plan type.

Always here to help,

John
Customer Care Associate"

----

My 2nd email:

"That is the exact same email I received from you last time to a T. I would like a real response on why I am being charged more than others for less services. Could you Please read my first email I sent then respond properly to it? Thank you."

----

Their final email to me:

"I apologize for any misunderstandings. Our price restructure took into account a number of factors, including plan usage. There are some instances when some existing subscribers may not see the same price change as another in the same plan.

We believe you'll still find your membership to be a great value, and with the variety of rental plans we now have in place, you'll have a lot of choices available, should you decide you want to move to a different plan. We do offer Mail Only plans at extremely competitive prices. For example, we offer 3 out unlimited for $16.99 per month, 2 out unlimited for $13.99 per month, 1 out unlimited for $8.99 per month, and a recently reduced price of 1 out/2 max per month for only $3.99 per month. We are happy to offer a wide variety of options to meet the needs to every customer.

Always here to help,

John
Customer Care Associate
BLOCKBUSTER Online"

----

So I'm getting punished for being a faithful costumer and using the service I pay for???
My plan is unlimited rentals that doesn't mean unlimited till you rent too many then we raise the price and nowhere in TOS does it say that such a price hike will happen if the plan is overused...

http://www.blockbuster.com/corporate/termsAndConditions

If you agree that this is wrong please repost..

Thanks for reading!!

Kevin 13 Mar 2008 05:03 AM

Blockbuster on-line is not a service I would ever recommend. They frequently have long delays in sending movies out and send movies from any where in your queue. When you try and address through customer service they basically blow you off with a scripted response and give you a free movie credit.

The CEO and Operations Leader need to attend a customer service session becasue they obvioulsy have no clue how to address customer resolution. If I were a stock holder in this lame excuse for a company I would be looking for a leadership change!!

Nora 4 Nov 2008 04:33 AM

For the past month I have not been able to view movies when trying to add to my queue I just get an error message. If I sign out I am able to view all movies. I do recieve movies but my queue is out and I cannot add! I have called numerous times and every time they just tell me that they are working on it and send me ecoupons...what is the deal???

burgman 9 Jul 2009 02:15 AM

Blockbusters is at it again, many users have been waiting for weeks to get titles shipped from their que. They claim nothing is wrong, I have been waiting a week to get my 3 titles sent. I have made several calls which was a big mistake as they have morons on the phone, then emails where they send you BS canned responses. Be careful before joining this service they outright SUCK

Blockhead 6 Aug 2009 07:52 PM

I too have been having problems with shipments. When I first signed up, movies received online could be returned at the local store and shipments would be sent out the same day as the mailer was received by the local store. Then they said the next DVD would be shipped the next business day. Then they said the next business day does not include Monday when they have "limited shipments". Then they said the movies for which I had exchanged online DVDs had to be returned before the next shipment would occur. Within the past 7 days I have returned 3 DVDs which I had obtained by exchanging mailers last weekend and it's now Thursday and no movies shipped Monday, Tuesday, Wednesday or today. I'm told they are having "distribution problems" with their Pittsburgh center...an excuse they have been using for two month!!!!! Can we say "Throttling"? That's when they limit shipments - much like Netflix did until they were taken to court. Sounds like Blockbuster needs a court day also!!!!

BLZBOB 26 Aug 2009 05:40 PM

Blockbuster has been lousy since Aug 13,2009. I returned 2 DVD's from a 3 DVD at a time unlimited plan and finally one of the two returned DVD's was shipped August 25,2009. Call the customer service you get the Chicago hub is updating software. I explained that's not my problem but Blockbusters and they are in violation of their agreements with suscribers. They always offer free coupons for store rentals that never arrive. It's time to quit and put this dinosaur out of it's misery

gracey insurance 26 Nov 2010 12:22 PM

Delores ftw???

Jeanine