Lovefilm Confess

[DVD Fan]

I was furious that I received an email back from Lovefilm today saying that "due to excessive demand" my next dispatch date would be 12th May. Despite the fact they have received 2 discs back from me this morning and one is on it's way back to them from me.

I decided to phone customer services - I spoke to a nice but very unhelpful person who admitted that ... in this time of high demand they put a new system into place, this entails not refusing to send any discs out, which would be in breach of their terms and conditions, but giving a next available dispatch date. When I argued that this therefore meant I was being offered a limited service, because their turnaround was so slow. She insisted that wasn't the case How else can I see it? Them giving me a next dispatch date of 4 days time it means they're limiting my number of discs.

She then reviewed my service so far saying that I was paying 69p/ rental, which she felt was excellent and I couldn't get elsewhere. She did however admit that if this new system stays in place the value wont be anything like that. When I said I thought the new system would mean I get about 16 discs a month - she stated that was still good value. But not unlimited I also stated that to my knowledge none of the other companies had a turnaround of 4 days!

Interestingly when I asked if all customers who'd return discs today were given Thursday as next dispatch she didn't answer but talking about ensuring all customers got good and fair service - so I guess their only trying to limit high users

I explained I would only stay with the company until the end of my free time seeing as I'd paid for the first month. She said they hoped this system would only be in place during this busy period but suggested I call her back in a few weeks if I still wasn't happy. I guess nearer the end they'll try offering a few weeks extra to entice me to stay - I'm tempted just to quit now but would make life easy for them. Instead I think I'll join a different company to actually get some discs and just use up the final free bit with them to whinge

Sorry for the long rant but I thought it best for my blood pressure to offload!

[Marty73]

No, don't apologise DVD Fan.. you rant all you want, and fair enough too!

[waldopepper]

I just talked to them and got pretty much the same reply.
Even though I have returned discs today, I have an allocated dispatch date of tomorrow.
This is due to a 'distruption service' being in place - this is in place for most of their customers.

Due to 'factors outside their control' they are allocating dispatch dates to make the dispatch dates smoother overall.

These reasons are:
* stock levels
* excess demand
* postal delivery issues

I kept asking what specifically was affecting my delivery but all he would say is that it's a general system that is in place, not just related to what items are in my queue etc.

This is the first time they have had this system in place and he told me that it shouldn't be for very long (so not indefinitely).

Fingers crossed they will lift the rationing soon, otherwise I'm off elsewhere too.

[zax]

Anyone can be swamped by the success of a promotion. But do they honeslly think that lying to customers is going to help?
Is any happy about the lies and deciept on their site?

I will be cancelling after my "free" period and will resist further'too good to be true' offers from them in the future.

A simple announcment, an apology would go a long way.

[j2k4]

What makes you so sure they are lying?

They state in their help centre that they cannot guarantee same day turn around & appear to be showing exactly what is going on with our accounts, instead of hiding the fact that they delay discs at times.

Maybe I'm just lucky as I've not experienced any serious delays yet, but then again I'm not watching 3 discs as soon as I get them & sending them all back straight away.

[the insider]

[j2k4]

Who did you speak to today? I ask as they have been quite good in calling me back when asked.

It is a shame that so many people on this forum are having such a bad experience.

No doubt I will end up having the same happen to me but at the moment I am a very happy customer.