Online Rental Service has gone downhill in recent months!!!
Written: Mar 18 '09 (Updated Mar 18 '09)
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Here is the letter I sent to Blockbuster to inform them of my cancellation after months of patiently awaiting a resolution:
I have been a member since Blockbuster Online started. I have had very few complaints with the service over the years but since December, it has been consistently taking at least 3 days for you to ship out my next movie after I return it IN STORE and it clears my queue that same day. I have called in almost weekly with the same issue for months and your service has not improved. I returned a movie on Sunday night this week and it cleared my queue Monday early morning. It is now Wednesday and still nothing is even Processing to be sent out. Returning movies to the store is supposed to speed up the process since I wouldn't need to wait for the mail to deliver it back to Blockbuster before you ship the next one. This is clearly not the case and all it does is remove it from my queue so I can't even report a problem with it unless I call or submit an email
The standard customer service reply is to always blame the 1 or 2 Short Wait titles that may be at the top of my queue when they look at it a day or two later when I report the issue. Give me a break! My queue has looked basically the same each week since I've started years ago. Blockbuster CHANGED something in the recent months to screw up the logic of shipping my next title if they are blaming my queue titles. Even after making me wait 3 days to ship the next movie, you still send one from lower on my queue that has been available the whole time! It shouldn't take 3 days to look past first title in my queue if it is Short Wait status to find the available 3rd title. Typical corporate logic that I'd rather wait 3 days for a chance at getting my top choice instead of getting my second choice within 1 day! Just look at my complaint history and you will notice that there are very few complaints about Blockbuster shipping my next title before December so it is clear that Blockbuster started doing something seriously wrong.
For $9 a month to only get maybe 4 movies that is over $2 a rental and it is my belief that your online service has changed to maximize your profit by reducing the rental per-dollar average of customers like me. I could rent in store for 99 cents so why would I rent online(which is probably the corporate plan to drive customers like me back to the store). Out of protest I WILL NOT even rent from your store because your online service should have provided me with the level of service it promises. Therefore I cannot in good conscience continue to reward your company with my money on any level but will instead reward the competition.
Blockbuster Online is not fulfilling its obligation to ship me a movie within 1 business day of when I return my previous one to the point that my patience for a resolution has worn out. I am going to cancel my membership renewal right now and go sign up for Netflix.
Recommended:
No
What product did you purchase or try to purchase? Blockbuster Online Rental Service
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