Originally Posted by kevgret
This is my first post so be gentle.
I have been on blockbuster since January and did not have any problems with the service until I picked up my new HD-DVD player.
Every one of my HD-DVD movies are long wait. And now I am finding out that even if a movie is listed as "available" if still really isn't "available". I returned three movies at a store and I only was sent two in the mail. I emailed blockbuster support as to why I did not get a third movie sent to me even though I had 15 titles listed as "available." Below is a copy of the questions and responses.
Has this happened to anyone else?
Customer (Kevin) 07/12/2007 08:05 PM
I returned three online rentals to a store on Tuesday at 5:30PM. As of Thursday at 9:00PM I was only mailed two movies from my que.
Can you please tell me why three movies were not sent out since I returned three? I have plenty of movies in my online queue that are ready to ship.
Please let me know.
Response (BLOCKBUSTER Online) 07/12/2007 11:40 PM
Thanks for contacting Blockbuster Online Customer Care.
I apologize for the inconvenience this has caused you. Please let me know the titles of the DVDs that you have returned, so that I can help you report the issue online. I will be awaiting for your response.
Customer Care Associate
Customer (Kevin) 07/13/2007 06:26 AM
HAPPY FEET HD-DVD
MISSION IMPOSSIBLE 2 HD-DVD
KING KONG HD-DVD
These movies all say they were returned in store in my queue but I only had 2 movies shipped.
Can you please let me know why this happened?
Response (BLOCKBUSTER Online) 07/13/2007 07:51 AM
Thank you for contacting BLOCKBUSTER Online Customer Care.
I apologize for the inconvenience this may have caused. I have personally checked your account information and verified that there are not enough available individual titles in your Queue. Specifically, you only have 4 available titles lined up. This is most probably the cause for delays in allocation.
Just to give you an idea on how our allocation system works, we make sure all titles in your Queue which are tagged "Available" are properly reviewed. If a title at the top of your Queue is not available at a nearby center, the system automatically searches for the title at other distribution centers throughout our network. If the top Queue selections fall outside of an acceptable shipping window, we will ship a title that falls lower in the Queue. This process looks for "Available" titles 30-deep within your queue. We do this so your shipping times will be faster, a nd so there is no interruption to your service. On occasion, if your top selections are not available and you have few titles in Queue, a shipment may be skipped. However, when the movies (especially the ones with the highest priorities) become available at a distribution center that is within 2-3 days shipping zone of your house, they will automatically be sent out.
I absolutely know how frustrating this is, so in my own simple way, I want to make you feel that you are a valued customer. As a gesture of good will and reconciliation, I've attached an additional e-coupon for you to use at your local BLOCKBUSTER Store. I earnestly hope this helps, so please claim the e-coupon by clicking the link below:
It is always a good idea to have at least 30-40 movies in your Queue to make sure shipment of DVDs are in a continuous manner and all slots in your Shipped Movies list are regularly filled. You will be accorded notifications via email when we have process your DVD shipments. Once your rentals have been shipped, your Queue will show the new status along with an expected date.
In any case, I hope I was able to assist you with this information, Kevin. In the meantime, if you have any more BLOCKBUSTER Online related concerns, feel free to let us know about them anytime.
Always glad to be of help,
Customer Care Associate
I thank you for your help and the free rental.
I would like you to know that last night I updated my queue and removed about 10 titles that were listed as "available." I removed these titles because last night I joined Netflix and put those titles in my queue. Netflix already shipped me my first three HD-DVD titles.
I find it hard to believe that just because my movies were not top tier blockbuster would not ship them. Before I cleaned up my queue I had about 15 movies that could have been shipped. I only received two. By your reasoning even though I had 15 titles listed as "available" they really were not "available."
Netflix however shipped me three movies today (I placed them in my queue at 10:00pm last night) two of which you don't carry in stock at all (Black Snake Moan and Dead silence in the HD Format).
I am finding it harder to stay with Blockbuster online because you do not carry enough HD-DVD titles (I recently purchased an HD-DVD player) and the ones you do stock are always "Long wait."
Since you do not rent HD-DVD movies in your stores and your online system does not have enough in stock I am going to explore NetFlix. If Netflix provides my HD-DVD movies on a timely basis I will have no choice but to cancel my membership with blockbuster online within the next month.
If you can reassure me that you are committed to the HD-DVD format and you will stock more HD-DVD titles I will consider staying with blockbuster.
Thanks for reading this and letting me explain some of the problems I have with your service.