Blockbuster Warns Against "Gaming the System"

Blockbuster spokesperson Randy Hargrove had the following to say about the story Blockbuster Total Access Extra Movie Hack?

"Blockbuster tracks whether individuals are abusing their online subscription plan and “gaming” the system to exceed the number of in-store exchanges they are allowed per month.

If an online subscriber tries to circumvent the terms of their plan, and in this instance gain more free rentals than allowed, we’ll know and ask them to stop if they want to remain an online subscriber, just as we’re doing with Kevin.

We have a number of online subscription plans to meet consumers' entertainment needs. This include the tremendous value of $20 in free movie rentals with our 3 out program with 5 free in-store movie exchanges per month. And if someone wants the added value of unlimited in-store DVD exchanges, we have multiple plans to choose from.

We want subscribers to enjoy our service and we offer a tremendous value. But like any retailer, we can’t allow the misuse of our service. If we find this is taking place, we will take action."

Comments

[Erie]

Hahaha, Kevin got mentioned. He's busted, wonder if he was contacted by Blockbuster to ask if he would stop or if they canceled his account.

[Chris O.]

Yeah, that definitely sounded too good to be true.

[Gir]

I'm sorry, but what an incompetent company. Telling everyone about how you're going to reprimand and punish your customers for doing something "bad" doesn't seem like a very good way to attract (or keep) customers. The RIAA went down that road, and look how much good publicity it got them.

Instead, why not joke about the unanticipated advantage for customers living near multiple BB stores, and concentrate on fixing your broken system.

[Edward R Murrow]

"Telling everyone about how you're going to reprimand and punish your customers for doing something "bad" doesn't seem like a very good way to attract (or keep) customers"

Just to be fair and balanced - it's kind of like Netflix warning customers who were capturing WatchNow content that they could have their accounts cancelled.

[eviltimes]

Good luck with that!

[noe638]

I love to see anything that highlights the woeful technology that the Blockbuster system employs.

I will never forget signing up for a BB online trial (with my cc info) only to go to the store with my free coupon and have to sign up for ANOTHER account in-store!

And the fact that you could never even check to see if a movie was available in the store, and if so, reserve it...something I have been able to do at my local libary for the past 6 years.

[Jeff from Knowzy]

Yeah, very interested to know what happened to Kevin. His blog post suddenly disappeared! Perhaps he can give us a report. (Or perhaps not!)

It does seem that, for its own sake, Blockbuster ought to worry more about fixing the problem than laying down the law. Disciplining your customers doesn't make the flaw go away.

[tom]

good to know they keep track...I was gonna try it, and i'm an employee, so they probably woulda fired my arse. Oh well...guess i'll just keep my Netflix account.

[Brandon]

I retrieved and reposted Kevin's entry at http://www.tehposse.org/brandon/?p=219 with some additional analysis.

[someguy335]

This total works, and I've been doing it since Blockbuster started limiting my in store exchanges last August/September.

I discovered it completely by accident. I have about 5 Blockbusters within reasonable driving distance around me, and one time when I had my two dollars ready for my additional rental, the cashier was like "nope, all set! have a good day!" So why not take advantage of this? With my 1-Out Plan, I never ran out of free in store exchanges between the 5 Blockbusters around my home and by where I work.

Blockbuster claiming they keep track of this is Bullshit... if their computers are not even networked between stores, I doubt they are watching this stuff closely.

If they were, I'm sure I would have gotten my subscription service taken away months ago.

[leonardodicrapio]

Randy should fix BlockBuster's system rather than accuse BB's customers of gaming the system. The customer is always right!

[leonardodicrapio]

The new double secret probation rules according to Randy:

1. In order to insure that you don't game the Total Access system, customers should only exchange DVD's at one brick-and-mortar store.

2. When frequenting any other brick-and-mortar store, Total Access customer should pay with cash (no movie exchanges at any other store or we will threaten you).

3. If you want to exchange DVD's at another brick-and-mortar store, you will have to wait until your next billing month. This may take some planning on the part of the customer, but that is what is required if you don't want to game the system. Please note: your billing date most likely does not fall on the 1st of each month. We recommend you keep a card in your wallet with your billing date written down on it, so you can keep track of when your new billing date is and not game the system.

4. Since Rule #3 is so ridiculously confusing, we think it would be best if you just adhere to Rule #1 (only exchange DVD's at one B&M store). After all this would be best for you and Blockbuster. You will never return your DVD's to the wrong store (and we don't charge a fee for you returning your DVD to the wrong store anyways, so it is really just causing Blockbuster a big pain in our ass).

5. If you movie you want is not available at your self-selected Exchange Store, then that is your own damn fault. You should have chosen an Exchange Store that has a better selection of movies. Your only solutution if you want to get this movie (which is obviously not in high demand since it isn't at your local store) is to pay $5 in cash at another store.

6. As I have stated explicitly in parts of Rules 2 & 5 (but you may have glossed over since I didn't put it in all caps), we want you to pay CASH when you rent movies from us. After all, everybody should have $5 in their wallet at all times in case of an emergency. Blockbuster has lost over $100 million in the last five years, so this is an emergency. It costs Blockbuster almost a quarter every time you charge a rental to a credit card (we get charged for debit cards, too).

[Corey3rd]

CEO Keyes is an idiot and this shows what a screwed up ship he's running. it shouldn't matter what store I return my trade out DVDs since they should be getting registered at a single location - he does know there's a thing called the internet where computers can talk instantly? Are the Amish running Blockbuster? Don't blame the customers. Fix your system.