Re: Love the films, not so impressed by the service...

On Thu, 5 Mar 2009 13:47:48 -0000, "The Todal" <deadmailbox@xxxxxxxx>
wrote:

An exchange of views between me and the DVD rental service LOVEFiLM (sic).
This organisation took over Amazon's DVD rental service and whereas with
Amazon they would generally dispatch disks to you in order of preference,
Lovefilm adopt a different method. If they don't immediately have any high
priority DVDs from your list they will dispatch medium or low priority discs
to you. Therefore, if it is early in the month (you pay for a certain
number a month) and you prefer to wait a few days for your high priority
DVDs to become available your best bet is to erase all the other disks from
your list and put them back only after you have received the high priority
disks that you wanted. Is it possible that I'm the only person who has
flagged this up as a concern?

Q:

I am not entirely happy with the service you offer compared with the way
Amazon ran it. I'd like to receive the DVDs on my rental list in order of
priority. If I have two high priority ones, I'd rather wait a few days or
even a week for those disks rather than have my monthly quota filled up with
medium or low priority disks. This is an option you really ought to offer.

A:

Thank you very much for your positive feedback. We are pleased to hear that
we have been able to resolve your concerns satisfactorily. We are happy to
confirm that customer satisfaction is our number one goal and we constantly
strive towards achieving this. We hope that you continue to enjoy our
service in the future as well. We would like to inform you that we always
aim to dispatch discs in relation to the requirements of your selection
list. Our allocation process will look at the availability of stock as well
as which titles you would like to see first. The selection of rentals is
not affected by the date which you placed a title onto your list. If we
cannot send you out a title from your highest selection we will always
send out an alternative that you have chosen. Please do let us know if you
have any other questions and thanks for bringing the matter to our
attention.

(After this inauspicious beginning, there were a few more emails but no
concession from them that they should consider changing their system)

-----------------------------------

Thank you very much for your positive feedback. We are pleased to hear that
we have been able to resolve your concerns satisfactorily.

Did they actually read what you said to them? Doesn't sound like it .
.

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