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”
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.
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