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Thread: LoveFilm "customer service" a joke

  1. #1
    Tools are the subtlest of traps redsky009's Avatar
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    LoveFilm "customer service" a joke

    What a nightmare!! Absolutely fuming. I got a couple of PSP UMDs out from LoveFilm about a month ago. a couple of weeks after I wanted to return them but my housemate had chucked the return envelope and plastic case for one of the UMDs. I used the we form on the site to try and request another plastic cover be sent about 3 times but nothing ever arrived. Emailed customer support and got 5 stock email responses from people who obviosuly hadn't even read my emails. I said the site reporting tool wasnt working, their response - use the site reporting tool?? wtf?

    Anyway, after 2 weeks and getting really fed up I eventually got an email from a guy saying send it back with a note saying what had happened and my username etc, so I put both UMDs in the protective plastic bit and sent them both back in one sealed envelope with the note.

    When I checked my rental queue two days later, only one UMD has been marked as returned. I emailed saying what is going on - apparently they hadn't recieved it? After a series of stock emails I sent a long email saying how can only 1 be returned if both were in a sealed envelope? They have now sent me a RoyalMail loss form - how is it RoyalMail's fault that the guy who opens the DVD envelopes is a w**k*r and cant read?

    Explained this again to CS - and get an email explaining how I had to fill out a form for my "DVD" - the muddle fudger hadnt even read my email!

    Am *this* close to cancelling my sub and telling them all where to go (hint, its not very sunny there)

  2. #2
    Senior Member Kezzer's Avatar
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    The Internet - a place for venting.

    Scrap that.

    The Hexus forums - a place for venting.

  3. #3
    Flat cap, Whippets, Cave. Clunk's Avatar
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    Just cancel it anyway, thats not a good sign of things to come. I used screenselect for a while and they were ok, but the new releases soon started to dry up.

  4. #4
    Tools are the subtlest of traps redsky009's Avatar
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    Quote Originally Posted by Kezzer View Post
    The Internet - a place for venting.

    Scrap that.

    The Hexus forums - a place for venting.
    vent vent vent

    better than beating up coworkers anyway

    yeah I will dump the wunch of bankers as soon as my next payment period. Sainsbury's DVD rental (who were bought out by lovefilm) had great customer service, so sad

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    WEEEEEEEEEEEEE! MadduckUK's Avatar
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    Quote Originally Posted by redsky009 View Post
    better than beating up coworkers anyway
    haha nope!
    Quote Originally Posted by Ephesians
    Do not be drunk with wine, which will ruin you, but be filled with the Spirit
    Vodka

  6. #6
    Tools are the subtlest of traps redsky009's Avatar
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    Well, after a bit more whinging and asking to speak to manager, they magically found the 'lost' UMD and credited to my account and sent out the next DVD in my list straight away. Also asked for some compensation so they gave me 5 days free rental - not great, but better than a kick in the nuts.

    See it pays to rant sometimes

  7. #7
    Senior Member Kezzer's Avatar
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    Well I'd rant at the company yes, but on a public forum...

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    Quote Originally Posted by redsky009 View Post
    Well, after a bit more whinging and asking to speak to manager
    Well at least U got to speak to a person. In the days I had an account they only took Email!!

  9. #9
    Tools are the subtlest of traps redsky009's Avatar
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    Quote Originally Posted by Methanoid View Post
    Well at least U got to speak to a person. In the days I had an account they only took Email!!
    perhaps I used speak a little liberally - emailed demanding that my email be passed on to a manager. dunno if it happened, but at least it put the wind up their backsides as the problem was sorted after that...

    still only e-mail - hence the 3 weeks it took to sort it out

  10. #10
    Almost in control. autopilot's Avatar
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    I too have noticed a decline in service since Love Film bought Screen Select (Have a look for the massive thread on AVforums). I never had any problems with Screen Select, but the turnaround is much slower now - sometimes up to a week when it used to be 3 days 99% of the time.

  11. #11
    Studmuffin Flibb's Avatar
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    I am currently on a 3 months for the price of 1 with lovefilm, no probs so far. Will cancel when the 3 months is up and wait for the next offer

  12. #12
    Senior Member joshwa's Avatar
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    Do they even have a phone number?

    I'm with easycinema and all I have are web forms, and snail mail. And they seem to be completely ignoring my contact through there website - I don't even get an auto-reply!

    I guess I'll just have to print and then post my emails to them!
    Last edited by joshwa; 22-11-2006 at 06:57 PM.

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    Quote Originally Posted by autopilot View Post
    I too have noticed a decline in service since Love Film bought Screen Select (Have a look for the massive thread on AVforums). I never had any problems with Screen Select, but the turnaround is much slower now - sometimes up to a week when it used to be 3 days 99% of the time.
    Same here. Never had an issue with screenselect, but since the merger things have definitely gone downhill.

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