Blockbuster Online - Poor service!I am a recent subscriber to Blockbuster Online whose plan has recently been involuntarily "rolled over" into a new plan, minus the old E-Coupon feature that made Blockbuster Online such a superior choice to Netflix. It's obvious they are trying to gradually phase out this feature quietly, and doing it by forcing people into new plans that don't have the feature that is so appealing.
Why not just say, "Yah, we know we used this feature to get your business from Competitor X, and we know it's in your original contract, but now, it's not so appealing to us, so we're just gonna take it away because [ insert insulting spin]. Here's a totally useless coupon to compensate you for being screwed. Thanks!"
I don't know if this is right place to complain about this, but it's just so shady that I feel someone should know it's going on, and I think the online video market would benefit greatly from a discussion of the merits of a company that would create and market so heavily a competitive advantage, only to remove it within a year or two in such a devious fashion. Here is the response from Blockbuster Customer Service to my inquiry:
To Whom It May Concern,
My name is Bart Stevens and I am a relatively new subscriber to Blockbuster Online. I am writing to request information regarding the continuation of the E-Coupons program as it relates to the new plan changes. For myself and many others, the competitive edge of Blockbuster over NetFlix is the +1 FREE bonus Movie or Game Rental E-Coupon / Month feature, and indeed the ability to rent games was and still is the most distinguishing factor in what are essentially identical services.
When I visited the website several weeks ago, I did notice subscription changes for new customers. I was relieved to see the grandfathering in of this very important feature in my plan, and doubtful that Blockbuster would make such a fatal decision as to force subscription change to existing customers in order to gradually and quietly phase out this feature. Of course, I certainly assumed that the company would not be so deceptive as to try this under a guise of improving customer service.
To date, I cannot find any reference to this feature "rolling over" into the new plan on 8/31. Needless to say, it would be extremely disappointing if it did not. Please confirm that this new plan that I will be forced into retains this feature. Because of my profession, I currently hold memberships with Netflix and Blockbuster. If I lost the E-Coupon feature, this would cause immediate and permanent termination of my subscription, and force me to divert my business to GameFly.
A simple confirmation of the retainment of this feature will be sufficient to continue my relationship with Blockbuster.com. Thank you.
Thanks for contacting BLOCKBUSTER Online Customer Care.
I appreciate you taking the time to email us your concern and I sincerely apologize for the delay of my reply, Bart. Thank you so much for taking the time to email us your feedback regarding the new plan. Unfortunately, e-coupons are no longer available with the new plans. We recently enhanced our membership plans to provide our subscribers with a wide selection of options. With Total Access Premium, for example, you get more free in-store rentals than ever before. Instead of having to print e-Coupons, we'll scan the barcode on your return mailers at your local store in exchange for a free in-store movie rental. If you love games, we'll even give you a discount if you bring us your online envelope! I sincerely apologize for the frustration this may have caused. As a courtesy, please allow me to give you this additional e-coupon for a free movie rental at your local Blockbuster Store. Please click on the link below to claim and print your coupon:
I hope this information somehow helps. Please let me know if there is anything else I can do for you.
Customer Care Associate