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Blockbuster Total Access Unannounced Policy Change
NuclearCodeMonkey writes "Blockbuster Total Access has changed the terms of its user agreement without notice to users. Previously, users could return online (mailed) rentals in-store for free rentals. The next set of online rentals was immediately mailed out. Now, without notice, they have changed their policy so that the in-store free exchanges count against you, and no more online rentals are mailed out until the in-store rentals are returned. No wonder they are closing stores and losing to Netflix! Needless to say I am canceling my account in protest."
Update - 3/15 at 11:55 by SS: NuclearCodeMonkey has sent new information about an email from Blockbuster which clarifies the situation. Read on for his follow-up.
NuclearCodeMonkey writes
"A second email from Blockbuster Support admitted that a change in policy had taken place (the first didn't acknowledge it). And they stated I should have received a notice: 'We have updated your "Terms and Conditions" with regards to in-store exchanges. A week before March 2, 2009, notifications for this new policy was added as banners on the top of your queue page, announcements were also posted at your local Blockbuster store, and we have sent out emails to inform customers about the new change.' I did not see any of the aforementioned notices and I have double-checked and did not receive any email. At least one commenter did indicate he had received an email. So, maybe an announced change after all and I just got missed? I wouldn't want to mislead anyone."
"A second email from Blockbuster Support admitted that a change in policy had taken place (the first didn't acknowledge it). And they stated I should have received a notice: 'We have updated your "Terms and Conditions" with regards to in-store exchanges. A week before March 2, 2009, notifications for this new policy was added as banners on the top of your queue page, announcements were also posted at your local Blockbuster store, and we have sent out emails to inform customers about the new change.' I did not see any of the aforementioned notices and I have double-checked and did not receive any email. At least one commenter did indicate he had received an email. So, maybe an announced change after all and I just got missed? I wouldn't want to mislead anyone."
Seems reasonable to me, too. Here in the UK, you can't return your mail-out DVDs to a store, anyway. Mind you, their main rival LOVEFilM is just the same, since they have no physical stores for you to return the DVDs to. Netflix hasn't made it to the UK, yes, and they'd have a hard time against LOVEFiLM if they did; aside from a few customer service issues (not to gloss over that...) they're doing pretty well...
The number of in-store rentals was limited by how fast movies came to you in the mail. Additionally, the in-store rentals were - unlike the mailed ones - subject to due dates and late fees. It was just a free rental.
Oh well, over to Netflix. The in-store exchange was the only thing BB had over them anyway.
Consumerist reported this on Feb 24th...
Do in-store exchanges count towards my BLOCKBUSTER Online® membership plan?
On a linked page they have another answer that completely contradicts the answer linked in the article.
Do in-store exchanges count towards my BLOCKBUSTER Online® membership plan?
Free in-store movie rentals are in addition to the number of DVDs allowed out by your BLOCKBUSTER Online® membership plan.
one says they count against you, one says they dont and are an additional perk. They cant decide apparently. Im glad I have netflix instead.
All misspellings and grammatical errors in the above post are intentional and part of my artistic expression.
I am a suscriber, and so far this year, other than confirmation they they have received my returned movies and have sent new movies, I have received a total of 6 emails from them. All 6 of those are ads telling me to add certain movies to my list. This article on slashdot is the first I've heard of this change to my plan. Regardless of my feelings for the change itself (which I do find a bit annoying), the lack of notice really irritates me.
Edward Burr
Having a smoking section in a restaurant is like having a peeing section in a swimming pool.
They marketed the contract by talking about how you could get movies from the store for free by returning your mail-in movies. That was part of the deal. They've changed the terms after the fact. There is no "entitlement mentality" in this. Blockbuster is providing less service for the same price. That's definitely a "negative impact."
The obvious solution is to walk away from Blockbuster. That's what you do when the other party doesn't live up to their obligations.
man, I feel like mold.