Aka “I can’t believe that I actually expected a REAL resolution to my customer service inquiry.”
Below you’ll find the discussion thread that took place between myself and a customer service rep for Blockbuster Online as to why I’m receiving my DVD
selections in wht appears to be a random order. I’ve had the same 15 DVDs at the top of my queue for at least a month, yet I keep receiving DVDs further down in my list because the ones I want are somehow constantly unavailable. I’d hoped to hear that perhaps there’s a DVD shortage, or one of the Blockbuster warehouses burned to the ground, or even some explanation or consolation for my not receiving the DVD titles I’m actually interested in at the time. Unfortunately, I got the answer I should’ve expected– a generic explanation of availability that I’d already found on the site. I’m a step away from switching to Netflix. Thoughts?
I’ll even show you the top of my queue so you can provide relevant insight. The titles don’t seem all that rare, special, or popular to me… but maybe I am out of touch. Please inform me! These are the top 15 titles currently in my queue (click for larger image):
P.S. I just received a link for a customer satisfaction survey. Not sure how much it will help, but I did complete the survey, and I was able to express my lack of satisfaction with the answer I received.
Subject: DVD availability
Customer (Lauren) 08/23/2007 09:40 AM
I’ve enjoyed Blockbuster Online/All Access for some time now, and it’s only recently that I’ve considered changing to an alternative online DVD service. The movies in the top 15 or so of my queue seem to be consistently unavailable, and I never quite know which DVD will ship next. I started one season of a TV series, only to realize that I won’t be able to resume watching until the next DVD ships after an indeterminate wait. A friend who has Netflix is able to order all of the DVDs in the top 15 of my queue without a wait. Within the past couple weeks, my friend has added and received the same DVDs that I have been waiting on for some time.
I’m growing concerned, as this problem seems to be getting more serious, at least for the DVD titles that I wish to watch. Should I reorganize my queue knowing that I’ll probably not get the movies at the top of my queue first? I’ve loved my Blockbuster Online/All Access service, but the ability to trade in DVDs at the store is becoming less appealing as the DVDs I actually WANT to watch are increasingly and annoyingly unavailable, at least without a significant delay.
Could you help me to understand what is happening? As I’ve said, I really like my service, but I will switch to Netflix if that means getting the movies I want to watch IN THE ORDER I wish to watch them.
Response (Jonathan, Blockbuster Online Customer Care) 08/23/2007 11:01 AM
Thanks for contacting BLOCKBUSTER Online Customer Care.
I’m sorry to hear we haven’t shipped the DVD you’ve requested. Whenever a rental slot is open, we review the first listing in your queue to determine whether or not it can be shipped from your closest distribution center. If the movie is not available at this center, the system automatically searches for it at other shipping centers that are a bit farther away. If your top queue selections fall outside of an acceptable shipping window, we will send another DVD that falls lower in the queue but will arrive faster. This process helps you receive more titles each month which gives you the most for your money, and helps reduce or eliminate any service delays. Please let me know if there’s anything else I can do for you.
Always here to help,
Customer Care Associate