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  • Customer Service Done Correctly: LoveFilm

    We’re very eager to complain about bad customer service and in the era of social media it’s very easy to get yourself heard. It’s also very easy to not mention examples of good service so I like to try and redress that balance where I can!

    In our household we use Netflix for streaming and LoveFilm for discs-by-post. This mix works well for us and from a customer service perspective it’s largely been trouble free.

    We’ve been watching Game of Thrones on Blu Ray via LoveFilm and are half way through season two. Disc four of five arrived last week but when we sat down to watch it within the first few minutes it felt like we were missing some plot points. Turns out we were an episode ahead.

    The blu ray collection of season two is made up of five discs

    Disc two contains episodes 1-2

    Disc two contains episodes 3-4

    Disc three contains episodes 5-7

    Disc four contains episodes 8-9

    Disc ten contains episode 10

    Having watched the first two discs we assumed it was two episodes per disc. Unfortunately when disc three arrived the label on the disc sleeve said “episodes 5-6” so we watched two episodes and sent the disc back expecting to see episodes 7-8 next time around.

    When disc four turned up it had the same problem. The disc sleeve said “episodes 7-8”. Seeing as we had a problem a closer look the label on the disc showed it as “episodes 8-9”.

    We had missed episode 7. At this stage I thought that either their were two versions of the box set or the labelling of the sleeves was incorrect.

    I had a quick search but wasn’t able to find anywhere that actually listed which episodes were on each disc.

    Anyway, LoveFilm have an online form you can fill out for incorrectly sent discs so I filled that out and sent the disc back. (We’ve used this in the past and your allowance is reset and the next disc is sent out straight away)

    Disc 5 turned up a couple of days later with exactly the same problem though. The sleeve said “episodes 9-10” the actual disc said “episode 10”

    buy ativan fast delivery about see the start of Episode 10″ border=”0″ alt=”You can just about see the start of Episode 10″ src=”http://andyparkes.co.uk/blog/wp-content/uploads/2013/05/WP_000587_thumb.jpg” width=”495″ height=”596″ /> 

    You can just about see the start of Episode 10.

     

    Irritatingly the menu system on Blu Ray gives you the full selection of episodes to choose from across all the discs. If that episode isn’t on that particular disc you get a very helpful “please insert disc 3" message. It’s not that helpful if you’ve only got one disc though. As we were trusting the disc sleeve to tell us what was on the disc it’s quite easy to see how we missed the extra episode on disc three. Having looked at the label on the sleeve I hadn’t actually looked at the label on the disc (as you can see from the picture, a LoveFilm label obscures that anyway)       

    So this time I decided to give LoveFilm a call. It’s an 0800 number and was pleasantly surprised to see they are open until midnight on a weeknight and 10pm at the weekend.

    The member of staff was very helpful and his guess was that the labels are wrong.

    Without any fuss he said he’d get discs three and four sent out to us straight away (depending on availability of course!). This means all being well we’ll have all the episodes to watch over the weekend at the same time.

    What I’m pleased about is he didn’t have to send us the discs all at once. I didn’t even ask him to do it. We’re on a “one disc at a time” package that generally works well for us. He could have quite easily sent us disc three again and made me return disc five and it would have been a couple of weeks before we got back to disc 5 again. That’s pretty much what I was expecting to happen.

    It’s only a little thing but they dealt with my query quickly, efficiently, with minimum fuss and exceeded my expectations.

    I know it’s only a small thing to resolve a minor problem, that’s doing customer service right isn’t it?

    If I had to grumble about one thing? I’d put all this detail in returns form when I sent disc three back. The fact I had to make a phone call to sort it out isn’t deaf accessible at all so Mrs P couldn’t have dealt with this. Sadly, it’s a common thing.

  • Kit: Power Scout Portable Battery Charger – Review

    There is nothing worse than having a mobile phone run out of power and you’re nowhere near a plug socket. This happens to me quite a lot when I’m having particularly busy days so I was very pleased when MobileFun asked if I’d like to take a look at the Kit Power Scout Portable Battery Charger.

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    The device itself is around the size of a portable hard drive so easy enough to keep in a bag or carry in a coat pocket and isn’t particularly heavy. I was able to go out for the day with it tucked inside my coat pocket and didn’t notice I’d got it with me and was glad I’d got with me by the time I’d got to the pub at the end of the day as my phone was on it’s last legs. 

    It comes with a regular micro USB cable and an iPhone specific cable.

    On the front is a status LED and a push button.

     

    All you have to do to get it working is connect the device and press the button. Nice and simple!

    The charger has three ports, two are outputs and the other one is for actually charging the battery via USB.

    Charging is pretty quick when connecting to the mains but it worked equally well when connected to a PC.

    WP_000519 

    The curly cable is useful as it helps keep the bulk down but without sacrificing the length of the cable.

    The instructions included indicated the 2.1A port should be used for charging larger devices such as an iPad with the other port for phones. I couldn’t get my mobile to charge with the 1A port but it was more than happy in the other port.

    The instructions also say the 6600mAh 3.1 Amp battery can charge a smart phone approximately 4 times and a iPad up to 80% in addition to holding it’s charge for up to 90 days. Bold claims but my experiences so far have been very good. I’ve used the charger to breathe life into my phone as well as my Kindle.

    Not much more to say. It does exactly what it says on the tin and isn’t in anyway an inconvenience. I took with me on a trip to Dublin recently and it was great knowing I wouldn’t have to worry about running my phone down which happens all too easily when taking photos, looking for directions and general browsing when doing the tourist thing.

    This particular device is £39.95 but having made full use of it recently it’s worth it. There are plenty of alternatives in different sizes and prices but for my usage this is a good fit.