Blockbuster Total Suckness

I've been a member of the Blockbuster Total Access movies-by-mail program ever since its inception. The deal seemed too good to be true - at prices comparable to those of Netflix you get movies by mail and then get to return them to a store and swap for other movies while you're waiting for the next ones to come in. They even gave you a bonus movie or game rental each month.

It turns out the deal was too good to be true, I found out after a short time. Blockbuster has upped its prices for the program for the second time (what used to be $18.89 is now $34.99, minus some perks), and it's a service no longer worth paying for at all, particularly in light of Netflix and the new iTunes movie rental service. Maybe Blockbuster was taking too much of a hit with the old prices, maybe they're trying to capitalize on the lack of TV shows thanks to the writers' strike...I don't know.

What I do know is that Blockbuster is a model of extremely poor customer service, and I'm not the only one who thinks so. I received an email informing me that their packages were changing and was brought to a page where I could select which plan I wanted to upgrade to, if any. I went through the process 4 times with 2 different browsers, and yet my plan info still reflected no change. Giving them the benefit of the doubt, I sent a nice email "making sure" my plans to continue purchasing their product registered somewhere. I got back no response. I tried a second email, this time mentioning how I hadn't received any DVDs for over half a month. I got a response that told me to make sure my queue had at least 50 selections in it (which it did), and no semblance of a response to the subscription inquiry.

For my third attempt I tried the hardline approach, and pointed out how I felt cheated that I hadn't gotten any movies for almost 3 weeks and that I expected some kind of compensation. I got a coupon for a free rental.

What they're getting is a cancellation of service starting tomorrow and this gleaming review of their service sent out to everyone I know.

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UPDATE 1.18.08:
This short article at Paris Lemon basically says that Blockbuster's stock is plummeting...and I couldn't be happier.