Messy Switchover From Amazon To LoveFilm

August 15th, 2008 by admin

Amazon recently sold it’s online DVD rental business to UK market leader LoveFilm.com and as an Amazon customer (and long-term fan of how they do business) I was somewhat apprehensive about the switchover to a new provider I knew nothing about.

As it turns out, my concerns were wellfounded.

Firstly I found that I was unable to log into my new LoveFilm account and had to email their customer support to get the situation sorted out, only to find that for a second time it wouldn’t work.

Finally this got resolved but left a very bad taste in my mouth. The passion for customer service that I experience at Amazon just wasn’t there. The staff just seemed to be doing their job, not aiming to impress.

But here’s the killer.

With Amazon I was grandfathered on an old deal - £9.99 a month for 6 DVDs which generally suited me fine. The great thing about Amazon is that their fulfillment is almost perfect. I was never stuck without a DVD. You’d put one in the post, it would arrive at their warehouse the next day and they’d dispatch my next disc which usually arrived the following day. A 3 day turnaround on average.

However with LoveFilm they seem to take so long to dispatch my discs that I am forever without any at all. I finished watching 2 out of my 3 on Tusday of this week and sent them back on Wednesday. With Amazon I would have had new discs by Friday. According to LoveFilm my current DVDs are still “dispatching shortly”. Unfortunately, not shortly enough for my liking.

I suppose thats the problem with buying customers from Amazon. Amazon are so good at customer service that it really shows LoveFilm up. If I’d started with them I would have different expectations. But I don’t.

So I’ve made the decision that if my DVDs don’t arrive tomorrow morning - that’ll be it for LoveFilm - another lost customer thanks to their slow service. Definately one to avoid if possible.

Any suggestions of other online DVD rental firms worth trying?

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