Blockbuster Online

AsSiMiLaTeD

OK, so I've been using this service for a couple months now. Overall, I'm a satisfied customer. However, one thing that has constently irritated me is that the "New Release" section on their website is anything but. The newest movie listed there is "Exorcist - The Beginning" - released on March 01. Everything listed is older than that.

So, I decided to send them an email regarding this. I'll leave out all the address and greetings crap to keep this simple:

I've noticed that your new release section for the online rental program is outdated. It never seems to show the actualy 'new releases', but rather movies that were released during the previous couple months, and then only a few of those actually released.

Is this a problem with my machine not refreshing this information, or is this how you list those movies?

They responded with an email, providing a generic answer that is also listed on their website:

We appreciate you taking the time to submit your feedback regarding the New Releases section on our website. We carry more than 30,000 titles, including new releases. Unfortunately, these titles may not always display in the list of New Releases due to their availability for online rentals. We currently do not have a "Coming Soon" link on our website. Please remember that specific titles can be found by typing the name of the movie into the "Search Movies" box at the top of the page. We apologize for any inconvenience this has caused, and appreciate your business.

And so I responded in kind:

I guess I don't understand the response below. If I'm reading this correctly, you're saying that you don't put new releases in the 'New Releases' section due to their availability (or I presume lack thereof) for online rental. However, it looks to me like nothing new is listed in this section - regardless of availability. For example, I do a search for 'Oceans 12' and get the result for the DVD released just yesterday, then add it to my queue and it shows that it is available now, meaning that you have plenty of these in stock, right? However, regardless of that fact, it doesn't show up in the New Releases section. A test with 'Hotel Rwanda' yields the same outcome.

In fact, the newest movie that appears in the 'New Releases' section was out on March 1, and all the others listed are older than that, so it's not really a 'New Releases' section.

I'm not trying to be difficult, as I am satisfied with my service, I'm just trying to understand. I realize that I can do a search for any movie title and add it that way, but it's not as convenient - but then maybe that's the point. I have to go elsewhere (Netflix, IMDB.org, etc) to see what the actual new releases are for that week, then go to your site and search for them, and add them. It's not that this process is a huge undertaking, I'm just wondering why it's necessary?

I assume the reason you don't list the movies in the New Releases section has to do with inventory control. If the new movies aren't listed there, then less people will add those to their queue, meaning there's a greater chance that the titles will be available for those actually seeking them out. Or maybe you anticipate the overwhelming demand for new releases combined with the difficulty in keeping those in stock and the corresponding disappointment among those individuals who are unable to obtain a copy of a particular title, and feel that this problem would be compounded by actually listing those on the front page (i.e. everyone sees the new releases titles, but there are only enough for a few, and the rest of the people are now dis-satisfied customer).

I understand that its a delicate balance between convenience and performance (having titles in stock in this case) as it relates to customer satisfaction, and if your listing policy is one means of maintaining that balance, that's understandable and makes perfect sense. But if it's a system glitch or limitation, then I feel that's something that should be addressed.

Either way, I feel that a more accurate and comprehensive answer to this question on your website is in order.

I appreciate your time.

Thanks,

I just sent off my response, and am waiting to see what their response will be. I'm not really extremely irritated or upset. I've just noticed that as I get older, I'm less willing to just accept things and feel like speaking my mind more often - doesn't that usually work the other way around? I thought apathy was supposed to set in as you get older...

I'll update this post with their response...

F1nut

Originally posted by Polkmaniac
I thought apathy was supposed to set in as you get older...

Nope, you just get more pissed off and less tolerant of all the BS and that is a big stinking pile of it.

AsSiMiLaTeD

WAAAAAA!! here's their response:

Dear Danny,

We appreciate your feedback and suggestions on how we can better serve your entertainment needs. We take your comments very seriously and welcome them, as a valuable tool needed to improve the quality of our service.

Your suggestions have been forwarded to the appropriate department for review.

Your Friends at Blockbuster Online

WAAAAAAAAAAAAAAAAAAAAA!!!:D
They still didn't answer my question!!!!!! If I actually do hear back from them again, I'll post it here.

reeltrouble1

Will be interesting to see, but I doubt you will ever "hear" from them. Lets face it, they need to combat Netflix, who beat them to the punch and seem to have a very good service going, I am thinking about doing the Netflix thing.

Would you say the Blockbuster is better despite their little marketing ploy here?

RT1

Strong Bad

Typical automated corporate **** answer!


John

dorokusai

Blockbuster? Are they still in business? I put them on my ignore list ages ago.

AsSiMiLaTeD

Originally posted by reeltrouble1
Would you say the Blockbuster is better despite their little marketing ploy here?

I've used both and actually prefer Blockbuster, though I hate to give them any positive press. NetFlix gets you 2 movies at a time for $15 a month, you get 3 with Blockbuster. Plus, you get two free store rentals a month with the blockbuster deal.

I also seem to get movies faster with Blockbuster. This probably isn't a result of anything on their end, probably due more to my proximity than anything, but I always get my movies the day after they ship it...NetFlix is usually 2 - 3 days...but again I doubt that's anything to do with the companies themselves...

fireshoes

If you sign up for Blockbuster, use the coupon code 'friends' and you'll get a free month. I like 'em.

RobXant

I have been using Netflix for about a year. Here in Northern Va. I am getting my DVDs in one or two days. I am pleased with the service, though I think they pull the same BS with the recently released movies as BB. I used to go to BB's site to see what came out this week and then rent them from Netflix.

As far as the two store rentals go, I'd say it's nice but don't expect BB to have any new releases in stock at their stores. With their new 'end o late fees' deal, they should have stocked way up on the new releases. My local BB hasn't and it keeps the 'good' new movies out of stock for a long time.

masanz1

I tried both. Netflix is better for me. The dispatch center is only 50 miles from my house. Blockbuster does not have as many dispatch centers. Only problem with Netflix I have are the cheapy envelopes to send the movies back.

billbillw

Up until Blockbuster really started pushing their online rentals, the DID have a New Release Section and Coming Soon that was actually broken down by weeks. It was great. I did notice that the current New Release section sucks, but I didn't let it bother me because I know that BB sucks. I had their online rental service for a month. The 1st few movies only took 1-2 days. It got progressively worse. Eventually taking 3-5 days each way even though the return address was local. It seemed that every other movie I returned seemed to get lost and it would take a week to clear them.

In the past year, I've used Blockbuster's Online, WalMart's Online, and Netflix. All three have distribution centers within 60 miles of me.

By far, Netflix was the best. I send them back 3 movies, 1 day later, they show up as returned. 1 day later, they send new movies, next day I have 3 new movies. I averaged 6 movies a week with them. They have the best turn around time and their movies are usually in better condition too. I'm currently on the Netflix 3 movie plan.

Walmart was pretty fast too, but their selection wasn't as good and I always had to wait for new releases. The condition of the disks was noticably worse. I had to use my disk Dr. to clean many of them just to get them to play.

With Blockbuster, I was lucky to manage 3 movies a week due to their slow turn around. Funny thing though, after I cancelled with them, a few days later they sent me an email saying that they just opened a distro. center near me. Gee, I thought that Atlanta address that I'd been sending them to was near me. Hmm.

mrmusicman

Screw B.B. if it wasn't for netfilx they would have never changed anything with their late fee policy or pricing.Ive been with netflix for about 2 years and they have done nothing but improved their service.
mike