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MACJR

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A year or two ago I joined Columbia House DVD club, the first time. I had no complaints about their service up until the end of 2006, when they canceled a DVD order without bothering to tell me why. It was only after I had written to Columbia House to ask why my order had been canceled that I received a cancellation notice, and a reason (one of two, contradictory, explanations that they would get for this one canceled order).

 

Columbia House claimed that the DVD, that I have a printed receipt for, was out of stock and they would not be getting any more of that DVD set, “Superman - The Ultimate Collector's Edition,” from the studio.

 

For some reason, I felt that the canceled order had more to do with my using $20.00 in FunCash, earned from buying DVDs over the past year, on a DVD that was already on sale gore a great price when I made the purchase. I would have saved about $79.00 off the listed price, and I felt Columbia House was backing out of the deal because of that.

 

Needless to say, this made me bit angry, angry enough, in fact, to cancel my membership with Columbia House. They could keep the $20.00 in FunCash for all I cared. When they asked why I was canceling my membership, I told them the truth, it was because they did not honor the DVD purchase I was given a receipt for. The support dude then told me if I wait another month they would have the DVDs in stock again. The reason they canceled my order was because, the support dude said, the DVD set was defective.

 

Now I had two vastly different reasons why Columbia House canceled that one DVD set. This only confirmed my feeling that I was being had, so I confirmed my cancellation of their services.

 

A few months went by and their frequent requests to get me to rejoin went unanswered. But finally, I decided to give Columbia House one more try. After all, except that one time, I had not had a problem with Columbia House.

 

Well, I am sad to say that things were not better on the second try with Columbia House. In fact, their service was much worse this time.

 

It all started with a pre-order of Casino Royal, the latest James Bond DVD. I made the order and went about my business. Then, a few days later, I received an e-mail notice that the Director’s Selection of the month is the Casino Royal, the DVD that I had already ordered. Wondering why I would receive a notice about a DVD I already ordered, I decided to check on the status of that previous order before I declined the Director’s Selection. When I checked my order history, there was no listing for my previous order of Casino Royal. What? Did they drop another one of my orders? It sure looked like it.

 

I sent support an email complaining about dropped orders and then confirmed the Director’s Selection, because I did want that latest 007 DVD. I have not had a chance to see Casino Royal yet.

 

Again, I went about my business as usual, pretty much forgetting about the issue, when finally, support answered my e-mail complaint. They had, I was told, dropped my Director’s Selection and restored my first order, for the higher price, of course. My reply to this is not worth repeating (and not fit for a PG-13 forum). Anyway, it wasn’t pretty.

 

Again, I went back to business as usual, although still steaming at the shear ineptitude of Columbia House support… not realizing just how much worse things were about to get.

 

To shorten this tale, I will jump to the end now. Yesterday, I checked my order status to see when I would be getting that Casino Royal DVD. Well, to my surprise, I found that I will soon be getting four or five copies (at this point, it is unclear just how many) of Casino Royal. Worse; I found out today, they have already deducted those DVDs from my bank account. So much for the planned grocery shopping trip today! Those jerks just drained my bank account. Fortunately, there was enough to cover the cost but there are no longer enough funds to buy food with!

 

Without authorization, Columbia House stuffed my account with extra copies of the DVD I ordered, and then made unauthorized withdrawals of my bank account for those DVDs. And they had the gall to charge me for the Director’s Selection, at the full price, and not the sale price I had originally ordered it at… the one, I was told, they canceled.

 

So, as far as Columbia House goes, my recommendation is that this service should be avoided at all cost. Something happened to Columbia House within the last year. In early 2006 they were just fine; by the end of 2006 things were starting to go wrong. Now, still early 2007, Columbia House has turned into a den of thieves.

 

I will never trust Columbia House again!

 

So, how do I rate this company, from “Greatest thing ever” to “I want my money back”

 

I want my money back, right now, thieves!!!

 

 

MACJR


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waltcesca

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Reply with quote  #2 
hmmm, I am thinking of a federal law about this sort of thievery somehow?!?!? Perhaps you should seek counsel, not for millions, just for the amount they too out of your account WITHOUT PERMISSION and THEN two or three million for pain and suffering!!!
 
And remember, 'Once is happenstance, twice a coincidence, but three time is WAR!!!' - Ian Fleming (007 book unkown)

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MACJR

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Quote:
Originally Posted by waltcesca
hmmm, I am thinking of a federal law about this sort of thievery somehow?!?!? Perhaps you should seek counsel, not for millions, just for the amount they too out of your account WITHOUT PERMISSION and THEN two or three million for pain and suffering!!!
 
And remember, 'Once is happenstance, twice a coincidence, but three time is WAR!!!' - Ian Fleming (007 book unkown)

Actually, I think I will make a partial retraction. My view of Columbia House’s customer support has not changed, but it does appear that I contacted them in time to prevent more than two copies of Casino Royal from being deducted from my bank account.

 

Since Columbia House did not actually deduct the other three copies erroneously put into my account by customer service, I will retract my statement about Columbia House being “a den of thieves”... but it was a close call. If I had not called when I did, I would have been charged for a few more copies of Casino Royal.

 

I will take the blame for the second copy of Casino Royal being added to my cart, but only because I did not see the previous order in my order history (it was not there). This is not entirely my fault, but I will take the bad only to give Columbia House the benefit of the doubt. However, the other three copies of the DVD I would have received, I will take no responsibility for. That was purely customer support at its worst.

 

 

MACJR


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waltcesca

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Reply with quote  #4 
Quote:
Originally Posted by MACJR

Quote:
Originally Posted by waltcesca
hmmm, I am thinking of a federal law about this sort of thievery somehow?!?!? Perhaps you should seek counsel, not for millions, just for the amount they too out of your account WITHOUT PERMISSION and THEN two or three million for pain and suffering!!!
 
And remember, 'Once is happenstance, twice a coincidence, but three time is WAR!!!' - Ian Fleming (007 book unkown)

Actually, I think I will make a partial retraction. My view of Columbia House’s customer support has not changed, but it does appear that I contacted them in time to prevent more than two copies of Casino Royal from being deducted from my bank account.

 

Since Columbia House did not actually deduct the other three copies erroneously put into my account by customer service, I will retract my statement about Columbia House being “a den of thieves”... but it was a close call. If I had not called when I did, I would have been charged for a few more copies of Casino Royal.

 

I will take the blame for the second copy of Casino Royal being added to my cart, but only because I did not see the previous order in my order history (it was not there). This is not entirely my fault, but I will take the bad only to give Columbia House the benefit of the doubt. However, the other three copies of the DVD I would have received, I will take no responsibility for. That was purely customer support at its worst.

 

 

MACJR

Thus there is NO need to accept ANY blame!!!!


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Questmaker

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Reply with quote  #5 
I belong to Columbia House DVD Club and am considering canceling my membership just because of the way they treated you. Let us know if anything else happens.
MACJR

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Quote:
Originally Posted by Questmaker
I belong to Columbia House DVD Club and am considering canceling my membership just because of the way they treated you. Let us know if anything else happens.

Thanks Quest, but as long as their service is working, without problems, for you, I see no need for you to cancel your membership because of the problems I had.

 

Just be careful about re-ordering something if it disappears (I say disappears because the order was there once, then it was gone the next time) from your order history, you may end up with two copies… and definitely don't try complaining to customer service or you may end up with several more copies.

 

Two factors that did not help my situation:

 

One, the biggest problems is that I do not deal well with customer support. If I am angry, then I am often not as clear as I should be. If I am not angry, then I tend to explain too much and most of what I say goes over the support person's head. It seems that most kids today cannot handle more than one question or comment in one message. I usually have several thoughts when I send a message and it just overwhelms the poor kids.

 

Two, I noticed that I did not get the same customer support person every time in a multi-session discussion. I think each person in the chain became more confused than the previous person even though I did try to give them the background info... which ties in with problem one. Too much information, apparently, is as bad as too little for kids with flash cards and booklets trying to figure out what to do.

 

This seems to be the major problem I have with most customer support services I run into. Very few customer support systems are run efficiently by people who know what they are doing. The best support systems have one person handling the case from beginning to end, and they have access to all the relevant information for the case. Sadly, that support system is rarely found online.

 

Oh, and what is the one customer support systems I hate the most, you might ask? Support systems run by bots that pick out keywords and then send you ten pages of useless information that had nothing to do with the problem you are having. A well trained human can see the context with the words, a bot cannot.

 

 

MACJR


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Questmaker

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Reply with quote  #7 
I think the biggest reason I haven't had any problems with them is that I haven't ordered anything in over a year.
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