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1062

Contacting Greencine
Topic by: DLeonard
Posted: August 1, 2007 - 10:22 AM PDT
Last Reply: August 18, 2007 - 10:24 AM PDT

page  1  2      prev | next
author topic: Contacting Greencine
DLeonard
post #1  on August 1, 2007 - 10:22 AM PDT  
Since you guys are still in transition phase I know answers aren't easy, but...

What should we expect as far as getting response with regards to shipping problems? I have tried 3 different methods to send in a message that one of my discs has not showed up as returned. 24 hours later and no response yet from support and no changes to my queue.
STagawa
post #2  on August 1, 2007 - 10:58 PM PDT  
I haven't been able to get anything out of Customer Service either. One of the last discs I received was cracked, making it unplayable. I filled out and submitted the contact form in the Help section.

Twice before I have had to contact Customer Service, once with a damaged disc, and once because a disc shipped by them seemed to be lost (this was back when I was getting most discs overnight). Both times, I received a personal response the same day (or the next day if I submitted after hours) solving my problem.

So what happened this time? I got the automated response assigning my report a case number. And since then...nothing. Nada. Zilch. Zip. Two days later. This is a cracked disc, and they haven't even acknowledged it. For all I know, they never will, and will just ship it out to the next person who ordered it.
underdog
post #3  on August 2, 2007 - 12:07 PM PDT  
Hold on guys, I'm having someone check on this. They're usually pretty fast in responding (24 hours or so is often the response time, at least when things are normal, which is pretty fast) but I also want to make sure they even got your emails in the first place, instead of being filtered or blocked or something. We'll get to the bottom of this and let you know soon. Thanks!

Craig
weezy
post #4  on August 2, 2007 - 2:51 PM PDT  
> On August 1, 2007 - 10:22 AM PDT DLeonard wrote:
> ---------------------------------
> Since you guys are still in transition phase I know answers aren't easy, but...
>
> What should we expect as far as getting response with regards to shipping problems? I have tried 3 different methods to send in a message that one of my discs has not showed up as returned. 24 hours later and no response yet from support and no changes to my queue.
> ---------------------------------

Hello from a GreenCine staffer! Sorry to hear you haven't received our response - we're getting your "out of office" automated reply. To everyone's excitement here, we've seen a drastic improvement on shipping times this week. Please email us at support@greencine.com if you continue experiencing delays.
weezy
post #5  on August 2, 2007 - 3:07 PM PDT  
> On August 1, 2007 - 10:58 PM PDT STagawa wrote:
> ---------------------------------
> I haven't been able to get anything out of Customer Service either. One of the last discs I received was cracked, making it unplayable. I filled out and submitted the contact form in the Help section.
>
> Twice before I have had to contact Customer Service, once with a damaged disc, and once because a disc shipped by them seemed to be lost (this was back when I was getting most discs overnight). Both times, I received a personal response the same day (or the next day if I submitted after hours) solving my problem.
>
> So what happened this time? I got the automated response assigning my report a case number. And since then...nothing. Nada. Zilch. Zip. Two days later. This is a cracked disc, and they haven't even acknowledged it. For all I know, they never will, and will just ship it out to the next person who ordered it.
> ---------------------------------



Greetings from a GreenCine staffer! Sorry we didn't get to your email as quickly as we've done in the past. You will be receiving an email from us today. As with all damaged discs, send it back to us right away with the appropriate box checked under "DVD Condition." We do inspect discs before shipping out, however, some get damaged during transit and there are a handful of cases where we don't catch the damage before shipping out. We thank you for helping us out by letting us know of the damage. A replacement will be shipped right away! Thanks for your patience.
STagawa
post #6  on August 2, 2007 - 3:09 PM PDT  
Update to my last post: The title I returned as damaged has been returned to the top of my queue, consistent with GC's normal practice. As far as I can tell, I never got a non-automated email response to my report. It MAY have gotten spam-filtered, but since I did get the automated email from Customer Service assigning me a case number, I would find that rather odd.

I should point out that I don't really NEED a personal response, as long as the damaged disc is switched out properly. It was just a nice touch to have, and missing it was another diconcerting change on top of all the other upheavals lately.
FGaipa
post #7  on August 14, 2007 - 12:16 PM PDT  
> On August 2, 2007 - 12:07 PM PDT underdog wrote:
> ---------------------------------
> Hold on guys, I'm having someone check on this. They're usually pretty fast in responding (24 hours or so is often the response time, at least when things are normal, which is pretty fast) but I also want to make sure they even got your emails in the first place, instead of being filtered or blocked or something. We'll get to the bottom of this and let you know soon. Thanks!
> ---------------------------------

Maybe you can do something about this one. I've been emailing support since day seven. Today is day thirteen:

Dear GC Support:

I've emailed you several times about this disk

Wolf's Rain vol.1: Leader of the Pack (2003) shipped July 27, 2007


that I mailed back to you August 1. Are you so backed up with these cases that you can't get to this one?

fg
FGaipa
post #8  on August 14, 2007 - 12:20 PM PDT  
> On August 14, 2007 - 12:16 PM PDT FGaipa wrote:
> ---------------------------------
> > On August 2, 2007 - 12:07 PM PDT underdog wrote:
> > ---------------------------------
> > Hold on guys, I'm having someone check on this. They're usually pretty fast in responding (24 hours or so is often the response time, at least when things are normal, which is pretty fast) but I also want to make sure they even got your emails in the first place, instead of being filtered or blocked or something. We'll get to the bottom of this and let you know soon. Thanks!
> > ---------------------------------
>
> Maybe you can do something about this one. I've been emailing support since day seven. Today is day thirteen:

> ---------------------------------

No. Scratch that, Underdog. They just got either the disk or the email. My queue moved.

fg
manuelvillanueva
post #9  on August 15, 2007 - 1:44 AM PDT  
No response to my first e-mail (1 business day), I sent out a second and maybe it would'nt hurt to make my request here too:

Please remove Fantastic Children vol. 6 (returned around July 30, 2007) from my queue. It was returned to GreenCine along with 2 other rentals shipped during that same week--the other two rentals were received on the 2nd and 3rd of August.

Thanks
jnissel
post #10  on August 15, 2007 - 5:20 AM PDT  
I would appreciate you reading and responding to the following, weezy;

1. I emailed support at 8:56 AM PDT on Aug 13 to let them know that a disc I had sent back seven days prior had not yet been received. I asked that it be removed from my queue and to ship the next disc. I received the auto-reply about a minute later.

2. I did not receive a reply from customer service until approximately 2:00 PM PDT on Aug 14. The lost disc had been removed from my queue.

3. As of right now 8:08 AM the new disc has not even been released to shipping.

Even if you ship the disc today I will not receive it before Monday or Tuesday based on how long the discs have been taking to arrive. That means it will have been at least 15 days for me to receive a disc after sending back the previous one.

While I know it might not entirely be GreenCine's fault why does GreenCine have to compound the problem by not only making us wait 7 days to report a missing disc, but to add several days into it by not taking care of the problem right away?

You have asked us time and again to be patient. How can GreenCine expect us to wait when, after almost 2 months, things like this continue to happen?
FGaipa
post #11  on August 15, 2007 - 11:15 AM PDT  
> On August 15, 2007 - 5:20 AM PDT jnissel wrote:
> ---------------------------------
> I would appreciate you reading and responding to the following, weezy;
>
> 1. I emailed support at 8:56 AM PDT on Aug 13 to let them know that a disc I had sent back seven days prior had not yet been received. I asked that it be removed from my queue and to ship the next disc. I received the auto-reply about a minute later.
>
> 2. I did not receive a reply from customer service until approximately 2:00 PM PDT on Aug 14. The lost disc had been removed from my queue.
>
> 3. As of right now 8:08 AM the new disc has not even been released to shipping.
>
> Even if you ship the disc today I will not receive it before Monday or Tuesday based on how long the discs have been taking to arrive. That means it will have been at least 15 days for me to receive a disc after sending back the previous one.
>
> While I know it might not entirely be GreenCine's fault why does GreenCine have to compound the problem by not only making us wait 7 days to report a missing disc, but to add several days into it by not taking care of the problem right away?
>
> You have asked us time and again to be patient. How can GreenCine expect us to wait when, after almost 2 months, things like this continue to happen?
> ---------------------------------

That's better than my recent. Emailed Support five times, beginning on day 8 about a disk I'd mailed back August 1st. They answered on the Fourteenth, ignoring my earlier posts but removing the lost disk from my queue. Today, the fifteenth, no replacement disk has been released to shipping.

In another thread, Underdog implies the problem is isolated in Oakland and the Oakland Post Office, but my and Jnissel's experience described here shows GC's perhaps understandably beleaguered Support effort.

So far this month I've received 5 disks on the four-out. Could have done that in fifteen days on a one-out with the old GC or probably with the big bad competitor. Maybe someone with the cash and time to burn should sue GC for the difference in the two monthly rates. One user reported a temporary cash-back on failed service, but I've heard nothing of it since.

fh
jnissel
post #12  on August 15, 2007 - 12:52 PM PDT  
> On August 15, 2007 - 11:15 AM PDT FGaipa wrote:
> ---------------------------------
> > On August 15, 2007 - 5:20 AM PDT jnissel wrote:
> > ---------------------------------
> > I would appreciate you reading and responding to the following, weezy;
> >
> > 1. I emailed support at 8:56 AM PDT on Aug 13 to let them know that a disc I had sent back seven days prior had not yet been received. I asked that it be removed from my queue and to ship the next disc. I received the auto-reply about a minute later.
> >
> > 2. I did not receive a reply from customer service until approximately 2:00 PM PDT on Aug 14. The lost disc had been removed from my queue.
> >
> > 3. As of right now 8:08 AM the new disc has not even been released to shipping.
> >
> > Even if you ship the disc today I will not receive it before Monday or Tuesday based on how long the discs have been taking to arrive. That means it will have been at least 15 days for me to receive a disc after sending back the previous one.
> >
> > While I know it might not entirely be GreenCine's fault why does GreenCine have to compound the problem by not only making us wait 7 days to report a missing disc, but to add several days into it by not taking care of the problem right away?
> >
> > You have asked us time and again to be patient. How can GreenCine expect us to wait when, after almost 2 months, things like this continue to happen?
> > ---------------------------------
>
> That's better than my recent. Emailed Support five times, beginning on day 8 about a disk I'd mailed back August 1st. They answered on the Fourteenth, ignoring my earlier posts but removing the lost disk from my queue. Today, the fifteenth, no replacement disk has been released to shipping.
>
> In another thread, Underdog implies the problem is isolated in Oakland and the Oakland Post Office, but my and Jnissel's experience described here shows GC's perhaps understandably beleaguered Support effort.
>
> So far this month I've received 5 disks on the four-out. Could have done that in fifteen days on a one-out with the old GC or probably with the big bad competitor. Maybe someone with the cash and time to burn should sue GC for the difference in the two monthly rates. One user reported a temporary cash-back on failed service, but I've heard nothing of it since.
>
> fh
> ---------------------------------
There is no easy way to prove that GreenCine is throttling because there obviously is some problem with the postal system. GreenCine, however, cannot hold the postal system responsible for their (GreenCine's) failure to handle things in a timely manner.

I also feel that having to wait 7 days before reporting a lost disc is ridiculous. NF makes you wait 6 days and BBO only makes you wait 3 days. Of course, if GreenCine changes it to even 2 days and then ignores your emails for 5 days it still comes out to the same wait.

I initially felt that things were getting better but I now see that I was incorrect.
speedkitty
post #13  on August 15, 2007 - 5:32 PM PDT  
Just wanted to chime in on my dissatisfaction with all the new changes and inconveniences. I, too, have noticed 3 or 4 days go by until I get a response from customer support, which is unacceptable IMHO. Responses used to be the same or the next day.
And I'm frustrated that I can't rely anymore on a 2 to 3 day turnaround on DVDs. Now, I don't know when I'll get my next movie and I've started going to a local rental house to fill in the gaps.
Also, I'm not thrilled with the environmental impact moving operations down to Van Nuys, CA presents either. I enjoyed the fact that Greencine was an independent movie distributor headquartered just over the GG bridge(I live in Sausalito.) and no air travel was required to get my movies to me. But perhaps I could get over that if movies got to me in a decent time frame, but perhaps not. I'm thinking of switch over to NF because I heard they have a distribution center in SF.

manuelvillanueva
post #14  on August 15, 2007 - 11:21 PM PDT  
Thursday, August 16, 2007

GREENCINE LLC
537 STEVENSON ST STE 200
SAN FRANCISCO, CA 94103

To Whom It May Concern:

My e-mails have gone unanswered. I have requested Fantastic Children volume 6 be removed from my queue as it was apparently lost in the mail more than two weeks ago. I have been a satisfied GreenCine customer until now. I find it disconcerting when I'm unable to contact a company I have business with. If e-mail is the only means of contact GreenCine provides for customer service then e-mails should not go unanswered...

I'm sending this certified mail.

jnissel
post #15  on August 16, 2007 - 6:13 AM PDT  
GreenCine finally sent a new disc from my queue 2 days after I reported a lost disc. As I said before, based on how long it is now taking to receive a disc, by the time I get the new one it will be about 15 days from when the original disc was sent out. That's a freaking half of a month.

What makes it even worse is that no one from GreenCine will respond to my posts about it. Weezy, who was quick to respond to posts from me when I talked positive about GreenCine is very conspicuous by his or her refusal to respond to the problem.

We are constantly being told to be patient and that things are getting better. I have run out of patience and things ARE NOT getting better! If there isn't a satisfactory reply by the 8:00 PM PDT today (August 16, 2007) I am going to look into doing something about this entire mess (something legal). Stay tuned...
weezy
post #16  on August 16, 2007 - 11:16 AM PDT  
Hi All - I am very sorry about the delay in customer support. We do typically answer all queries within a 24 hour time frame, and I apologize for the lag over the weekend. If you all have not received a response by the time of this post, please let us know at support@greencine.com, and we'll try an alternate way of contacting you, as we may have been spam filtered by your email client, or our mail may have been bounced back for unknown reasons.

Please know, your complaints regarding shipping times are not falling on deaf ears. Dropping down shipping times is priority 1 for us, however, these changes do require some time to develop, test, and implement. In the meantime, we are dealing with isolated shipping problems (such as lost discs, overly delayed shipping times, etc. on a case by case basis, so please continue to contact us at support@greencine.com if you are having problems with your service, and we will work to remedy the situation.

underdog
post #17  on August 16, 2007 - 11:26 AM PDT  
JNissel, do you have an alternate email address you can use? Just to be safe. Hope Weezy's answer above and our follow up will suffice, but do know that there are some email accounts that filter us and vice versa. So if you have another address to test this with, that would also help. Thanks so much for your patience.
jnissel
post #18  on August 16, 2007 - 1:55 PM PDT  
> On August 16, 2007 - 11:16 AM PDT weezy wrote:
> ---------------------------------
> Hi All - I am very sorry about the delay in customer support. We do typically answer all queries within a 24 hour time frame, and I apologize for the lag over the weekend. If you all have not received a response by the time of this post, please let us know at support@greencine.com, and we'll try an alternate way of contacting you, as we may have been spam filtered by your email client, or our mail may have been bounced back for unknown reasons.
>
> Please know, your complaints regarding shipping times are not falling on deaf ears. Dropping down shipping times is priority 1 for us, however, these changes do require some time to develop, test, and implement. In the meantime, we are dealing with isolated shipping problems (such as lost discs, overly delayed shipping times, etc. on a case by case basis, so please continue to contact us at support@greencine.com if you are having problems with your service, and we will work to remedy the situation.
>
>
> ---------------------------------

In my case, weezy, there was no weekend involved in your delay. I emailed support on Mon Aug 13. I received the auto-response right after I sent my email. Support took over 24 hours to respond and then took another 24 hours to free up the spot in my queue from the disc that I reported lost and send out the next available disc.

I will ask this question for the third time (I never received a response the first two times). Why should I have to wait 15 days, or more, from the time I send in a disc until I get the disc you send out to replace it?
jnissel
post #19  on August 16, 2007 - 2:02 PM PDT  
> On August 16, 2007 - 11:26 AM PDT underdog wrote:
> ---------------------------------
> JNissel, do you have an alternate email address you can use? Just to be safe. Hope Weezy's answer above and our follow up will suffice, but do know that there are some email accounts that filter us and vice versa. So if you have another address to test this with, that would also help. Thanks so much for your patience.
> ---------------------------------

I am not having any problems with the email address you have on file. When I send an email to support I always receive the auto-response with the claim number and I have always received a response from support. The problem is the time frame. Prior to July I would receive a response from support the same day. The problem would be taken care of the same day as well. With the latest problem it took support more than 24 hours to respond and another 24 hours to fix the problem.

I would like to ask you the same question I asked weezy. I would appreciate your response. Why should I have to wait 15 days, or more, from the time I send in a disc until I get the disc you send out to replace it?
FGaipa
post #20  on August 17, 2007 - 12:43 AM PDT  
This is just interesting. I don't mean at all by it to knock GC or promote NF. But on C1, the lead page of yesterday, Thursay's, NY Times Business Section, there's an artical "Victory for Voices Over Keystrokes" about NF's latest support configuration. Fascinating reading not just about DVD rentals and support but about support outsourcing in general.

Among other things that struck me was the massive scale of NF. Two hundred support employees spread to three shifts, taking calls 24 hours!? Locally, many GCers can't help but think of it as a two way race. But GC gets no mention at all, just Blockbuster with its mix of storefronts and rentals. I wonder just how small we are. How many subscribers does GC have? At what rate are we growing?

fg

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