LOVEFiLM - need help?

M

melinuxfool

New member
Hello

I'm Rachel Collins, the UK Customer Service Manager at LOVEFiLM. I've joined this forum to be a point of contact for any customers who may be experiencing problems and need some advice or assistance with their account.

I hope to be able to visit the forum every week or so and post responses to any queries you may have.

It's extremely important to me to gain valuable feedback from our customers or potential customers and think the forums are a great source of valuable feedback so keep it coming!

In the meantime, I hope you all have a great Christmas and New Year! :)
 
Well, as you're here, I have a comment. I was transferred from amazon when you took over their rental business and hated (a) the way you kept spamming me with e-mails trying to get me to rate discs I'd watched and add more titles to my list and (b) the inability to rank discs in the order I wanted them. On amazon we could put 1, 2, 3 etc beside them, and get them in that order. You only allow a high, medium or low rating, and I was getting, say, disc 1 of series A, then disc 1 of series B and disc 1 of series C, when what I really wanted was discs 1, 2 and 3 of series A so I could watch it all the way through and then start something new. I wrote and pointed out how annoying this was and got two form responses explaining that it was a far better system than amazon's. Guess what - it isn't!! It is one of the reasons I recently cancelled my account.
 
I think you should give loyal customers more offers. I've been signed up for nearly 3 years and have never had any free month offers (the most i have ever had was an extra disc for a week).

This is in stark contrast to the free trials, etc you give to new customers. You only have to read internet forums such as this to realise that people are taking advantage of these time and time again and never paying a penny. I realise how important attracting new customers is to any business, but perhaps loyal customers who pay every month without fail could be given a thought as well.
 
Hi UltraViolet

I can understand your point and yes, most customers do contact us via our website, but I wanted to give people the option to post their questions on a forum and have a response posted for all other forum users to see.
 
Hi VanillaPod

Firstly, I'm sorry to hear you have closed your account and it's disappointing to hear you were unhappy with the responses received.

When we took over the dvd rental service from Amazon we did expect some customers to be unhappy with the ranking system we use. However, once you get used to the way in which they work, we are confident that we can still provide you with just as good a service as that you received when you were an Amazon customer. For example, when choosing your next title, we will always try to get you something from your high priority list and only if these are not available, will we move onto your medium priority and finally, low priority lists. This is one of the measures we monitor closely, to ensure the vast majority of our customers are getting a high priority title each time they return a disc.

There are a couple of ways to interact with the rental list and we also have multiple lists, something Amazon did not. This gives our customers the opportunity to group particular types of films or tv series together, or to create a list for each member of the household.

Regarding the point on spamming you with emails, this is not something we want to do. There is a lot more on offer from LOVEFiLM, recommendations being one of them and to get these to work correctly, we do ask customers to rate and review the titles they have rented. It also helps us to build a film community and give our members the chance to share their thoughts about the films, tv shows, games etc they have rented.

Your point about the TV series is a good one, and something we did get a bit of contact about. So much so, we made a change to our process which means once you start a TV series, we are much more likely to send titles from that series before sending from a different series. This would only be done if we were unable to send you anything else from your lists.

I hope this answered your questions
 
Hi Phil

Of course, our loyal customers are just as important to us as new customers and we are currently working on a Loyalty Scheme to address just that issue. We also have a referral scheme called "Share The Love" which means for each person you sign up, once they make a set amount of payments, you get a referral credit. These credits can be redeemed against a selection of offers, the current offers include free time on your account,
 
I was in the same situation (ex-Amazon, now cancelled) and I agree with your points.

I've read RachelCollins reply above. Here's how it worked for me in practice. I wanted to watch Saw I, Saw II, Saw III and Saw IV in that order. These are films, not a TV series. I had to make Saw I the only film at High Priority to be sure I got it first. When it arrived, I moved Saw II to High Priority to make sure I got that next. I always had exactly 1 disk at High Priority, and I had to log onto the web site and edit the priority list after each disk to keep it that way.

It was less good for me, undoubtedly. It wasn't why I quit, though. (For what it's worth, I found the separate lists to be a useful feature once I figured out how they worked. I had one list for movies and one for TV serials, with "2 disks at home", so I had a choice of what to watch.)

I was one of the less demanding users. I was on a 4-disk/month plan, and mostly watched older films and TV series rather than recent blockers. I think I always received whatever disk I put at High Priority (or 1st in my Amazon days). I guess Priorities work better if you want the same disks everyone else wants.

The main reason I quit is that even 4 DVRAB a month was too many. I felt I would be better served by a Pay As You Go tariff. I discovered LoveFilm do offer PAYG, but they try to keep it secret. Even when I found the relevant pages on their website, it wouldn't let me switch to it, and eventually I emailed LoveFilm about it. The reply said, "We would like to inform you that as you are an Amazon customer you will not be able to chose the pay as you go package."

So that basically made me feel like a second-class customer. That plus not really wanting so many disks is why I resigned.

This isn't really a question. Having looked around, I think LoveFilm's PAYG scheme would not suit me as well as their competitors (you have to buy too many credits in advance to get multiple disks at home), so I no longer want it (nor their cheapest monthly deal).
 
I have an issue with Lovefilm at the moment. In the past when you were sent two discs at the same time Lovefilm would include a spare envelope so you could return the discs separately rather than wait until you had watched them both.

For some time now this has changed and there is no longer a spare envelope. Possibly a cynical attempt by Lovefilm to reduce the return rate and save some money on postage!

There was also a button on the website where you could request spare envelopes but know you are instead advised to supply your own envelope and send it freepost. I object strongly to being expected to supply envelopes at my own expense when I am already paying a not insignificant amount for a monthly subscription.

I have contacted Lovefilm with my concerns and was assured that in future my discs would be sent individually to resolve this however I still repeatedly receive more than one disc in the same envelope and end up with discs I am ready to return but having no return envelopes.

I've been a member for many years but will be stopping my subscription at the end of the year.
 
Hi Rachel

I have an issue with downloaRAB - they are slow and sometimes do not work, and I object to needing to downloaRAB a manager. This seems really dated as the iPlayer and Joost are now browser based.

Any chance you guys are going to update your options?

Naomi
 
Hi Naomi

I do agree, our download service has it's limitations and there are better alternatives out there at the moment. This is why we are in the process of completely re-designing our download service. We have a team busy working away at a new on-demand service which will be an improvement on our current offering, plus some new features including streaming. This will be launched early next year.
 
I have the complete opposite issue to Circes lol. I'm on a 3 disc option and usually send them all back in the same envelope yet I receive them in 3 separate envelopes.....and sometimes with spares inside!

It's not really a problem but sometimes I have a pile of Lovefilm envelopes that I just end up recycling or something lol
 
Ive been a Lovefilm customer for what seems like forever. I must say I found the service in the early days to be dire and switched to screenselect. I was most distressed when LF took over the excellent SS and the service deteriorated again.

It was then off and on for a while and I stayed with LF more because the alternatives were worse rather than LF were good.

I must say however that the service Ive received over the last 6 - 8 months has been really pretty good. About as good as the old screenselect were, which was the best of the bunch before lovefilm took everything over.

New releases are reasonably available if you wait a bit, and blu ray availability is currently very good. Each dispatch usually contains at least one title from my priority list, I keep around 50 titles on notice at a time. The website is a pleasure to use and makes choosing films easy and enjoyable.

Some titles are mostly unobtainable no matter how long you have them on priority, the hourglass thing is largely useless in predicting this. And emails to cs are just replied with cut and pastes. But for
 
Erm, sorry to be paranoid, but how exactly do we know RachelCollins is actually from Lovefilm? It seems quite strange for a well-known company to conduct customer service on a completely different website...
 
I googled her, seems to be legitimate and she posts on other forums.

Ms Collins - I do now have a problem. Your company has sent me a blu-ray featuring George Clooney. On opening the disk I find that it is coated in thick viscous fingerprints, one of them has what appears to be a pube stuck to it.

I am unable to find a complaint category on my account to report this accurately.

Edit - I'm not actually joking about this. I will have to wash the disk before putting it in my player :-(
 
same here, i emailed lovefilmr egarding this earlier this week,they dispatched my next two films sepereatly but also promised extra envelopes which i havent recieved yet

if we send them in seperate envelopes send them back seperatley please! 1 so we can maximise films per week 2 so we dont run out of envelopes

other than that good service,and the rating system usually works well for me.
 
Maybe they could contact RAB Support and get verified and have their 'Forum Member' changed to something.

I think they've done it with others in the past.
 
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