Here is the letter I sent to the CEO which covers some of my complaints submitted on their website:
"Dear Mudit,
Out of sheer frustration of repeatedly complaining about the same issues to customer care, I’m writing to you in the hope that some action can finally be taken on the following issues that have already been logged by phone and on the website ’helpdesk’.
There is no mechanism to speak with a supervisor when we call in about the same issue repeatedly.
Had we know of these serious service quality shortfalls, we would not have wasted money on a 2 year membership at all.
Now we are stuck with rapidly degrading standards just because we can’t talk with a senior person once and for all.
Here is just a sample of the top 10 unresolved issues to give you a taste:
- Pending for a month - ’many times the delivery boy does not show up or call - yet the request is automatically cancelled as if its the customer’s fault
STOP BLAMING YOUR CUSTOMERS BY AUTO CANCELLATION OF REQUESTS
only if the customer is not available should anyone be allowed to cancel any request - its totally unprofessional’
- Pending 6 weeks - ’the dvd says ’the big hit’ [1998] but when we play it there is a black and white movie called ’big heat’ [1953]
i need the correct movie resent and a credit for the days wasted’
This dvd has been sent 3 times from the warehouse despite a phone call each time followed by an online complaint - that’s a total of 7-8 complaints since April 6th to date!
- Pending 3 months - ’ was given the following number for the Mumbai warehouse - 92228 40277 but it is switched off.
what do we do next if incomplete movies are being delivered [disc 2 missing]?
i have already called customer care on the phone.’
Telling the customer to keep calling the warehouse is NOT a solution if the phone is switched off or busy or just ringing with no pickup!
- Pending 4 months = ’when we have multiple dvd, it does not allow us to select which one to return which is just stupid’
Other competitors like bigflix allow each dvd to be returned independently.
- Pending 5 months - ’there should be an extra field under ’my profile’ for landline numbers
e.g., home & office as an alternate contact [other than mobile only] in case the mobile is switched off or unreachable outside network ...
its been almost 5 months since this 5-10 min change was suggested
how many more months will it take to add an extra field?’ [on your website]
Pending since 9th dec - ’the date & TIME of the ’last post’ on your ’support issues’ page should be displayed; we should be able to sort by various columns like ’subject’ etc.’
Pending 23 weeks - ’there should be an option to save our most common searchs
e.g., all ’currently available’ & ’english’ & ’dvd’
so we don’t have to keep reselecting the same criteria for each search’
- Pending 161 days - ’when we enter our address info there is no formatting preserved:
if we enter the lines
’flat no. building’
’complex name’
’road or street’
it will simply display as ’flat no. buildingcomplex nameroad or street’
which is not readable
the line formatting should be carried over to the back end or database’
- Pending 13 weeks - ’if we accidently mistype the mobile and the delivery boy can’t call us - NO NOTIFICATION IS GIVEN TO THE CUSTOMER
we should be informed via sms or email that the contact number was not reachable
the delivery boy should also have our mobile [where all disc sms are being sent]
as an alternate number’
- Pending 6 months - ’just like the bigflix website, there should be options to hide & tag movies as ’already seen’ or ’already rented’ or ’not interested’ so that the same options don’t keep showing up under ’recommendations’ else it seems like its useless for a particular individual if all users get the same selection offered’
thanks & regards, "