{"id":1292,"date":"2013-05-30T18:03:27","date_gmt":"2013-05-30T18:03:27","guid":{"rendered":"http:\/\/andyparkes.co.uk\/blog\/?p=1292"},"modified":"2013-05-30T18:03:27","modified_gmt":"2013-05-30T18:03:27","slug":"customer-service-done-correctly-lovefilm","status":"publish","type":"post","link":"https:\/\/andyparkes.co.uk\/blog\/index.php\/2013\/05\/30\/customer-service-done-correctly-lovefilm\/","title":{"rendered":"Customer Service Done Correctly: LoveFilm"},"content":{"rendered":"

We\u2019re very eager to complain about bad customer service and in the era of social media it\u2019s very easy to get yourself heard. It\u2019s also very easy to not mention examples of good service so I like to try and redress that balance where I can!<\/p>\n

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\u2019s largely been trouble free.<\/p>\n

We\u2019ve 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. <\/p>\n

The blu ray collection of season two is made up of five discs<\/p>\n

\n

Disc two contains episodes 1-2<\/p>\n

Disc two contains episodes 3-4<\/p>\n

Disc three contains episodes 5-7<\/p>\n

Disc four contains episodes 8-9<\/p>\n

Disc ten contains episode 10<\/p>\n<\/blockquote>\n

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 \u201cepisodes 5-6\u201d so we watched two episodes and sent the disc back expecting to see episodes 7-8 next time around. <\/p>\n

When disc four turned up it had the same problem. The disc sleeve said \u201cepisodes 7-8\u201d. Seeing as we had a problem a closer look the label on the disc showed it as \u201cepisodes 8-9\u201d. <\/p>\n

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. <\/p>\n

I had a quick search but wasn\u2019t able to find anywhere that actually listed which episodes were on each disc. <\/p>\n

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\u2019ve used this in the past and your allowance is reset and the next disc is sent out straight away)<\/p>\n

Disc 5 turned up a couple of days later with exactly the same problem though. The sleeve said \u201cepisodes 9-10\u201d the actual disc said \u201cepisode 10\u201d <\/p>\n

\n

You can just about see the start of Episode 10.<\/font><\/em><\/p>\n

 <\/p>\n

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\u2019t on that particular disc you get a very helpful \u201cplease insert disc 3" message. It\u2019s not that helpful if you\u2019ve only got one disc though. As we were trusting the disc sleeve to tell us what was on the disc it\u2019s quite easy to see how we missed the extra episode on disc three. Having looked at the label on the sleeve I hadn\u2019t actually looked at the label on the disc (as you can see from the picture, a LoveFilm label obscures that anyway)      <\/font> <\/font><\/p>\n

So this time I decided to give LoveFilm a call. It\u2019s an 0800 number and was pleasantly surprised to see they are open until midnight on a weeknight and 10pm at the weekend. <\/font><\/p>\n

The member of staff was very helpful and his guess was that the labels are wrong.<\/font><\/p>\n

Without any fuss he said he\u2019d get discs three and four sent out to us straight away (depending on availability of course!). This means all being well we\u2019ll have all the episodes to watch over the weekend at the same time.<\/font><\/p>\n

What I\u2019m pleased about is <\/font>he didn\u2019t have<\/strong><\/em> to send us the discs all at once. I didn\u2019t even ask him to do it. We\u2019re on a \u201cone disc at a time\u201d 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\u2019s pretty much what I was expecting to happen. <\/font><\/p>\n

It\u2019s only a little thing but they dealt with my query quickly, efficiently, with minimum fuss and exceeded my expectations.<\/font><\/p>\n

I know it\u2019s only a small thing to resolve a minor problem, that\u2019s doing customer service right isn\u2019t it? <\/font><\/p>\n

If I had to grumble about one thing? I\u2019d 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\u2019t deaf accessible at all so Mrs P couldn\u2019t have dealt with this. Sadly, it\u2019s a common thing. <\/p>\n","protected":false},"excerpt":{"rendered":"

We\u2019re very eager to complain about bad customer service and in the era of social media it\u2019s very easy to get yourself heard. It\u2019s 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<\/p>\n

<\/span>Read More<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[8],"tags":[],"class_list":["post-1292","post","type-post","status-publish","format-standard","hentry","category-customer-service"],"yoast_head":"\nCustomer Service Done Correctly: LoveFilm - Andy's Techie Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/andyparkes.co.uk\/blog\/index.php\/2013\/05\/30\/customer-service-done-correctly-lovefilm\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Done Correctly: LoveFilm - Andy's Techie Blog\" \/>\n<meta property=\"og:description\" content=\"We\u2019re very eager to complain about bad customer service and in the era of social media it\u2019s very easy to get yourself heard. 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