in Opinions

Blockbuster Online has the worst customer service ever (and Netflix doesn’t)

Blockbuster Online carries DVDs and Blu-Ray discs. I configured my account to automatically send Blu-Ray discs if the movie was made on Blu-Ray, and if not, to just send DVDs. However, on multiple occasions, DVDs were sent when Blu-Ray discs were available. I decided to contact the Blockbuster Online customer service department.

I’d like to share with you the series of emails between myself and Blockbuster Online.

From: Jesse Chapman
To: online@blockbuster.cust-serv.com
Subject: Re: Incident – Blu-Ray is set as my primary, doesn’t always choose (081118-001152)

Hello. Blu-Ray is set as my primary choice, but often times I find that “DVD” has been selected in my queue. I’ve even received DVDs in the mail when Blu-Ray discs are available. This results in me having to go through and manually select each DVD and changing it back. This shouldn’t happen, right?


From: online@blockbuster.cust-serv.com
To: Jesse Chapman
Subject: Re: Incident – Blu-Ray is set as my primary, doesn’t always choose (081118-001152)

Dear Jesse,

Thank you for contacting Blockbuster Customer Care.

I apologize for the inconvenience this has caused you.

As a friendly reminder if you want to receive the “Blu-Ray” format DVD to be sent to you instead of the “Standard” format DVD, I may suggest to prioritize the titles at top of your queue.

To prioritize them in the order you would prefer to watch them, simply drag and drop within the mini-Queue on the right of your screen. Or you can click on the My Queue or See all Movies in Queue links to view and manage your priorities and enable additional Queue options.

Please feel free to contact us again if there is anything else we can do for you.

Always here to help,

Adora
Blockbuster Customer Care


From: Jesse Chapman
To: online@blockbuster.cust-serv.com
Subject: Re: Incident – Blu-Ray is set as my primary, doesn’t always choose (081118-001152)

Adora’s response didn’t even address my issue.

I’ve already configured my account to select Blu-Ray by default. My question is this: Why does it automatically select the DVD format if a Blu-Ray is available? If there’s a reason, it was not addressed.

And I didn’t ask how to prioritize movies in my queue. In no way is that related to my question.

– Jesse


From: online@blockbuster.cust-serv.com
To: Jesse Chapman
Subject: Re: Incident – Blu-Ray is set as my primary, doesn’t always choose (081118-001152)

Hello Jesse,

Thank you for contacting Blockbuster Customer Care.

I am sorry that you are having trouble regarding the selection of the Blu ray disc format.

On our site, click on the Rent tab, and in the Featured Lists menu you’ll find a link to our Blu-Ray Disc movies where you’ll be able to browse through our current library of Blu-Ray titles.

I noticed that the title on top of your queue is labeled as “very long wait”. I may suggest for you to remove or drag down the titles that are long wait/short wait or coming soon so that it will not cause the delay of shipments of the titles to you.

It was a pleasure to serve you today.

Always happy to help,

Leila
Blockbuster Customer Care


From: Jesse Chapman
To: online@blockbuster.cust-serv.com
Subject: Re: Incident – Blu-Ray is set as my primary, doesn’t always choose (081118-001152)

Once again, this response did NOT address my issue. This is the third email I’m sending trying to ask the same question. To make it simpler, I’m going to put my questions in a list format. I would like each question answered separately.

  1. When I select a movie to go in my queue and it’s made on Blu-Ray, it’s supposed to go into my queue as Blu-Ray, correct? If yes, then…
  2. …that doesn’t happen. Sometimes, I have to go into my queue to manually change “DVD” to “Blu-Ray.” Why do I have to do this?
  3. I don’t care about the titles at the top of my queue being “very long wait.” I’ve purposely put these titles at the top of my queue. STOP bringing up things that aren’t related to my questions.

– Jesse


From: online@blockbuster.cust-serv.com
To: Jesse Chapman
Subject: Re: Incident – Blu-Ray is set as my primary, doesn’t always choose (081118-001152)

Hi Jesse,

Thank you for contacting Blockbuster Customer Care.

I am sorry for any inconvenience about the format of the DVD’s after adding them into your queue. I understand that you were not directly answered about your inquiry.

The reason for updating your Disc Format Preference Settings, is to give us an idea of what format of DVD’s you prefer to watch. Try updating your Preference Settings to select Blu-Ray as your primary choice.

As soon as you were done updating your Preference Settings, I assure you that you will no longer have any difficulty adding movies in to your queue.

Please let me know if there is anything else I can do for you.

Sincerely,

Ron
Blockbuster Customer Care


“The reason for updating your Disc Format Preference Settings, is to give us an idea of what format of DVD’s you prefer to watch.” REALLY? I THOUGHT IT HAD SOMETHING TO DO WITH LOWING MY INSURANCE RATES. I HEAR GEICO IS GOOD AT THAT, SHOULD I CALL THEM INSTEAD/WHAT THE HELL IS GOING ON?

My preferences were already set to Blu-Ray, it wasn’t working. Clearly it didn’t matter what I said. They’re complete idiots.

It was at this point that I decided to cancel Blockbuster Online immediately. And switch to Netflix. I had Netflix previously, but decided awhile ago to switch to Blockbuster because of the ability to do in-store exchanges. In the end, I decided that in-store exchanges aren’t worth me wanting to kill myself every time I have an issue with Blockbuster Online.

Tonight, I had a question about my Netflix account. I searched on their site but didn’t find the answer. On that same search page it said, “Can’t find your answers online? Give us a call,” and it listed the phone number right there with a search-related problem code so they could transfer me to a real human being that already knew what was going on, instead of sitting on the phone pressing numbers in and endless menu system. I waited on the phone for about 2 minutes, was connected to Travis who answered my question in less than a minute. That was that.

Has anyone else had problems with Blockbuster Online? Let me know in the comments. I love to hearing stories of frustration.

Also, make sure you’re subscribed to my RSS feed or by email so you can always know when I’m exchanging emails with “trained” professionals.