Average purchase experience, terrible customer care
Written: Feb 19 '07
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| Full Review |
CinemaNow's store:
For a PC, its ok, the experience to get a movie is the same as the others, more complex than it needs to be and the quality of the content download is not what you are anticipating. Download times even on a fast connection are not ideal.
Furthermore the site is useless to me as a Mac User. Worse, please see the following below regarding my attempts to close my account. This company just does not get it.
From me: You just confirmed your company does not understand customer service. The minute you start citing TOS terms, and ignore my direct request to close the account, be it free or not, and fall back on the following text:
"The reason why we do not completely delete anyone from our system is to ensure that use of the site (especially with regards to the Free Trial etc) is fair for every one of our customers. This information will also make it easier for you, should you ever decide to make use of the site again. Please remember that most businesses (both eCommerce, as well as any store which you walk into) keep these kinds of records."
This is one primary reason people get ticked off at Internet based businesses. What has deleting my account and information have to do with *any* other account or user? Nothing! Also it does not matter that others do it. Would you jump off a bridge because others did so?
Thats ok, further incentive for me to never do business with you folks ever again, and to reflect my sentiments in open forums on the Internet.
Wake up over there!
Customer Support wrote:
> Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
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> We will assume your issue has been resolved if we do not hear from you within 72 hours.
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> Thank you for allowing us to be of service to you.
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> Subject
> Cancel my account
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> Discussion Thread
> Response (Joseph) 02/16/2007 05:38 PM
> According to our records you currently have no active subscription linked to this username, therefore there is nothing to cancel. Your username and password will always allow you to access our movies at a Pay Per View basis, however this access is not related to any recurring charges. If you are seeing reoccurring charges at this time, the subscription may be linked to a different username. If this is the case, please let us know what you think this other username may be (or the email address that could be attached to this account). Otherwise, you're all set.
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> I have removed your email from our mailing list.
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> We understand that you are concerned about protecting your privacy, especially because this is an Internet service. However, you agree through your use of the service, to the Terms of Use on the website, as well as our Privacy Policy. Please see the following section from our Terms of Use:
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> 2.10 For purposes of identification and billing, you agree to provide CinemaNow with accurate, complete, and updated information required by the site subscription registration to the Fee-Based Services ("Registration Data"), including your legal name, address, telephone number(s), and applicable payment data (e.g., credit card number and expiration date).
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> The reason why we do not completely delete anyone from our system is to ensure that use of the site (especially with regards to the Free Trial etc) is fair for every one of our customers. This information will also make it easier for you, should you ever decide to make use of the site again. Please remember that most businesses (both eCommerce, as well as any store which you walk into) keep these kinds of records.
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> We assure you at this time, that if you have asked for your subscription to be cancelled or to be removed from our mailing list, that this has been taken care of to meet your needs. Also, keep in mind that all pages of our site that collect credit card information are "https" secure, and that this information is protected, and not available to any of our customer support representatives.
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> However, the original information you entered when you first created your account, will still be in our system, but only as one among many customers, and will not be used to contact you, or be given to anyone else for use. Please feel free to go to www.cinemanow.com, and click on the Terms of Use or Privacy Policy links located on the bottom of each page for more detailed information.
> Customer (Gregory Lynn) 02/16/2007 10:53 AM
> Cancel my account and delete me from your system and all email lists. Why? Because you automatically signed my up for newsletters, including the adult channel, and then did not provide a spam compliant link method to unsubscribe (links in your emails and web pages did not work!). You forced me to log into my account to do so. Secondly, forcing users to use IE versus Firefox and other mainstream web browsers is lame. Clue in to the future which is not browser brand dependent.
Recommended:
No
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About the Author
Location: CA, USA
Reviews written: 8
Trusted by: 0 members
About Me: tech afficianado
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