Brian O'Farrell

Customer Service through Twitter

Written by Brian

Friday, 20 November 2009

After talking to a company on twitter yesterday they have resolved a problem above and beyond my expected level.
Yesterday, I saw a tweet from Lovefilm, and since it was very frustrating to have burned a free credit on a DVD I didn't want to watch yet I decided to send them this reply on twitter.
@LOVEFiLM disappointed that my free credit for mail strikes was taken from a hold list without disk allocation. So got season 2 before 1
Background through Read More

I was stunned to receive a reply by direct message from Lovefilm, first explaining how extra credit allocation is done, default list. The problem was that I was only aware of this list as the one that you add new titles, using the default list as a holding list.
And asking for my login email so that they could see if they could help.

After reassuring me that if I returned the dvd, I would be able to rent it in the future, as "you can rent films as many times as you like." The operative on the @LoveFilm account then proceeded credit back my free credit and then send me a dvd from my new "default list" as an additional free credit.
So with Bolt & Sarah Connor in the post and two BSG dvds at home, 30 Rock is on the way now courtesy of LoveFilm customer service.

The free credit was for delays in receiving movies caused by mail strikes. I told them that I reckoned I was affected to the tune of 2 disks, (haven't watched that much on the service of late) and was thus given 2 Free Credits of disks to rent above my Account Allocation (3 disks at a time).

This week I received in the post, The Sarah Connor Chronicles, Season 2, disk 1. This was my free credit allocation, but it was sent from my Future Titles list. A list that never has any active movies, as I add unreleased titles here and then move them to an appropriate list.

So getting Season 2 was very odd since Future Titles has no Disk Allocation and I've not received Season 1 yet, and Season 2 had been moved onto TV Shows at Low priority with Season 1 on Medium.

If you live in the UK, you should consider signing up to Lovefilm, you can try it FREE for a month.
I pay £15 a month for 3 dvd's at a time and can get through over 15 some months.