May 17, 2009
Written Complaints Department
P.O. Box 143364
Irving, Texas 75014
Re: Incident - The Hardy Boys - Scratched DVD Recieved
To Whom It May Concern;
Dear Michelle T.,
I tried several times yesterday Sat May 16, 2009 toreportthe problem on your website but your website was down for "remodeling" to improve your customer experience.
I pay for and enjoy watching the DVD's on my free time - weekends. I had no idea that I could not report the problem after I returned a video.
* BLOCKBUSTER Total Access Premium
* $34.99 / month (plus taxes)
3 at-a-time, Unlimited mailings
Unlimited in-store movie exchanges
I would suggest you email these kind of requirements when enrollment begins or as you change the rules, not when a problemarises. It makes it seem as if you do not care about your customers problems as much as you care about not being wrong.
I would ask that you send me 2 couponsbecausethe Hardy Boys was a 2 disc series and I was unable to watch the series as well as unable to report the problem (due to no fault of my own) and I got no empathy (from Customer Care Rep Michelle T.) for the problem, just excuses which really makes me want to change to Netflix.
As a courtesy I'd like to request you forward my complaint to a supervisor. I am very disappointed in the response Ireceivedfrom Michelle T.
I paid for the Total Access Premium so I could receive undamaged DVD's in the mail and then return them to the store for a free in-store rental. I find ithumorousMichelle suggests my regular service as a solution to being shipped damaged DVD. Is that Blockbuster'sofficialanswer to shipping damaged DVD's instead of workable ones. I don't think that's what I signed up to get and I believe it maybe illegal to falsely charge for a DVD rental and send unworkable DVD's with no reimbursement for the charge of the rental.
I appreciate you sending this letter to Michelle T's superior and hopefully they will respond in a more caring fashion then she did. Her signature is very disingenuous.
Larry - a verydissatisfiedcustomer
On May 17, 2009, at 4:15 PM, Michelle T. wrote:
Thank you for contacting Blockbuster Customer Care.
I understand that you received a damaged movie, "Walt Disney Treasures: Mickey Mouse Club Featuring The Hardy Boys 1956-1957 - Disc 2".
Since "Walt Disney Treasures: Mickey Mouse Club Featuring The Hardy Boys 1956-1957 - Disc 2" has already been checked in, I don't have the ability to report the problem for you.
In the future, we would very much appreciate reporting an issue online before sending thedamage disc back. This helps us track down the damage DVD before getting shipped to another customer. Additionally, if you ever receive anydamage discs, you can always take the DVD in its return mailer to a local Blockbuster store and exchange it for a free in-store rental as part of your Total Access benefits.
As a one time courtesy, I'm sending you an e-coupon. Just print it out and present it to any participating Blockbuster outlets for a free movie rental. You will be receiving a separate email within 24 hours and please also check your spam folder.
To ensure consistent, prompt shipments, please keep more than 15 "Available" titles at the top of your queue.
Should there be anything else, feel free to let us know.
Always here to help,
Blockbuster Customer Care
05/17/2009 03:52 PM
Hello, We received the Hardy Boys disc 1 and 2 and disc two was badly scratched I tried to report it yesterday but your website was down. So I returned to the store and wrote on the envelope damaged and put a sticky not on it. I came home to report and see that I can only report the dvd's I currently have in my possession.
I'd appreciate it if you credit my account.
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