I spent a bit of time pondering if I should post this, and in the end I finally decided to share this with you. Hacking Netflix reader Alex and his dad had a bit of hassle with Blockbuster about a gift card, and while it might be a bit long, it gives some insight into their computer systems and customer service policies.
Here's the letter that Alex sent to Blockbuster (some names and information have been deleted):
October 18, 2004
John Anticio, President
Blockbuster Video
P.O. Box 143364
Irvin, Texas 75014
Dear Mr. Anticio:
I am writing to you because I cannot get a satisfactory response from Blockbuster employees to problems I have encountered redeeming a $20.00 Blockbuster Giftcard {XXXX XXXX XXXX 1813}.
I received two $20.00 Blockbuster Giftcards as gifts in the spring of 2004. During the summer I attempted to make a purchase at the Blockbuster Video Store located at _______ in Wilmington Delaware. The clerk could not get the validation machine to validate the card and she indicated that I would have to pay for my purchase using other means. I asked her why the machine not working was my problem. She then talked to the Manager who entered the card manually, it was accepted, and I made my purchase.
On October 8th I returned to the ______ Blockbuster to make a purchase using whatever balance remained on the Giftcard. I was waited on by the Manager who greeted me by saying she was having problems with Giftcards that evening. She could not validate the card or the amount remaining on it and advised that I would have to pay for my purchase by other means or go to another store. I declined and left the store. It is unclear to me why a problem with a machine should become my problem. The card states on the back that it is good for up to 24 months and that it can be redeemed at participating Blockbuster locations. Clearly, I was within each of those parameters. Frankly, the card had a face value of $20.00, had not been damaged, and was being submitted in good faith. Since your validation equipment did not work it should have been redeemed on the spot in the amount of $20.00.
On Saturday October 9th I logged onto the Blockbuster website looking for a remedy. After much searching I found a phone number to call deep within the site. I noted quickly that the number is only available M-F during standard business hours. As a tremendous amount of Blockbuster business is generated during other hours, I can only conclude that the intent of those hours is to discourage people from making complaints. I then found through scanning the website that I could make a complaint about a store by sending an email. The website indicated that I would receive a reply within 1-2 working days. On 10/9 I sent an email detailing the problem. I have yet to receive a reply.
On Monday October 18th I called the “Customer Care” number listed on the website. The first time I called I was transferred to the department selling Giftcards so I had to call back. When I called back the second time the service worker was professional and very polite but not helpful. She also suggested to me to try another Blockbuster. She also suggested that possibly the card had not been validated. When I asked if she was indicating that the card might have been shoplifted, she said not necessarily but that perhaps the purchaser had not had the card validated. Either way she was suggesting that the problem might have been the fault of the purchaser. She suggested that I contact the person who gave the card to me. I indicated that I was not going to do that and asked her to check the balance on the card. She indicated that that would take 3-5 business days. I said ok, gave her the card number and my phone number. I then indicated that I had spent about 6 hours of my time trying to solve a problem that should not have been mine to solve. I asked her for the Director of Customer Care, as I wanted to send a letter of complaint. She indicated that she would have to put me on hold while she found out whom the letter should go to. She came back and advised that the letter should be addressed to “Customer Care”. I said that is not good enough that there had to be someone in charge of “Customer Care”. She replied that there was not anyone to direct the letter to. I then asked for the name of the President of Blockbuster. She put me on hold for 10 minutes and ultimately returned with your name and address.
I own approximately 100 full-length movies. My adult sons own approximately 200 more. I am 53 years old and do not ever recall getting such poor service from a large company. The Blockbuster store listed above is about 1 mile from my house. Frankly, can you explain to me why I should do business with that Blockbuster or any other Blockbuster again?
Sincerely,
At what point did this cost Blockbuster a lot more than $20? It costs Netflix a lot more than $20 to get a new customer, but if Blockbuster keeps this up the cost will go down.
I'm starting to wonder if Netflix has a technology and customer service advantage.
