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GreenCine General
Feedback
Have suggestions, criticism or praise for the GreenCine community? Post them here. Please maintain a sense of decorum here.
1063

calling Underdog: three questions
Topic by: kaream
Posted: December 21, 2007 - 7:03 PM PST
Last Reply: December 25, 2007 - 12:22 AM PST

author topic: calling Underdog: three questions
kaream
post #1  on December 21, 2007 - 7:03 PM PST  
Hi Underdog, and happy holidays!

In rummaging through these recent Feedback posts, I get the sense that subscribers are disturbed about two different issues:

--mail delays, both receiving and returning movies, and
--delays in response by GC staff to queries;

and that subscribers are generally confused about how GC prioritizes high demand/low inventory stock among requesters.

Concerning mail delays, in the "Quick Receive" thread I suggested that in my experience in NM, the southern California area generally has long had intermittent problems with USPS delays (both to and from) that seem to have nothing to do with natural disasters or with holidays, much more than any other area of the country. I suppose if you're there and always subjected to the whims of the local USPS you won't have any basis for comparison, but I wonder if you have any thoughts on this? (Or, does anyone else, wherever you might be in the U.S.?)

Concerning delays in staff responses to queries, as discussed recently in the "GreenCine Woes" thread, does GC, or do you, recommend either standard email or the website message box as being more likely to elicit a prompt response? (Of course I'm also curious to know why GC maintains two parallel communication channels, if you happen to know the answer to that one.)

And concerning prioritizing among requesters for items not immediately available in stock, does GC go strictly by waiting list priority, or are any other factors relating to the specific requester taken into consideration, either in addition to or instead of a chronological waiting list? If there are other factors, are you at liberty to disclose what they are?
underdog
post #2  on December 21, 2007 - 9:34 PM PST  
Hi Kaream,
Thanks for the note!
But sorry, I can't respond until you give yourself a non-Batman icon. ;-) j/k

Here are some suggestions about the questions you raise:

1) Right now, as I mentioned in another thread, we're investigating to see if there are any issues with using the feedback forms so I'd suggest using email to contact support@greencine.com at least until we can clarify that.
And in using email, I'd suggest cc:ing greencine.support@gmail.com, our backup address that help cut down on the chances of someone's emails being filtered one way or another.

2) regarding your thoughts on snail mail delays, it's hard to judge the erratic whims of the USPS by region. I think everyone has different experiences. I get mail from LA really quickly to SF on the whole, while I know there are other people who have more erratic experiences. Sometimes it's a problem on the receiving end, sometimes it's on the sending end. But without revealing too much here, we have certainly explored and investigated this, talked to people at the USPS, made some adjustments, as you know, to our envelopes and the system for sending them, which has overall, based on our research, improved shipping times (along with quick returns).

But there's still room for more improvement, and still some nebulous mysterious things within the USPS that we're continuing to work on educating ourselves - and them - about. Keep in mind this is the single busiest shipping season of the year, and while things are generally working okay, there will be intermittent periods of slowdown.

Anyway, we have some new things we're going to explore with the USPS as we continue to expand our relationship with them, and some secret elves out there in GreenCineland who are helping us track things as we do.

3) About priority: What I can say, and have said before is this:
Put titles in your queue as soon as you discover them on our site;
and rank the ones you want most highly, of course.
Don't look at color status so much, which changes of course, but as soon as you see something you like on our site, even if it's not out for a month or two (looking at our coming releases listings for instance), put it in your queue and then when it's about to be released, put it atop your queue. That'll give you higher priority over someone who put the title in their queue much later and someone who has it lower in their queue. We make stuff we know we're going to order live on our site as soon as we get the info from AMG and have a release date. But if you're noticing a continually long wait for a particular title, despite following the above, feel free to prod us at catalog@greencine.com to ask.

This is all I can reveal. Please insert 50 cents to continue.

>beep!<

Happy holidays!
Vanamonde
post #3  on December 22, 2007 - 1:58 AM PST  
Speaking of icons, could you check and see if the email department has received my email about the subject, old chum?

underdog
post #4  on December 22, 2007 - 9:57 AM PST  
> On December 22, 2007 - 1:58 AM PST Vanamonde wrote:
> ---------------------------------
> Speaking of icons, could you check and see if the email department has received my email about the subject, old chum?
>
>
> ---------------------------------

Yah, saw it yesterday, and support will upload it for you during this coming week. Would happen faster normally but some of us are working remotely and not connected to the image server. We'll get it up there soon, though. Thanks!
kaream
post #5  on December 23, 2007 - 12:37 PM PST  
> On December 21, 2007 - 9:34 PM PST underdog wrote:
> ---------------------------------
>
> 3) About priority: What I can say, and have said before is this:
> Put titles in your queue as soon as you discover them on our site;
> and rank the ones you want most highly, of course.
> Don't look at color status so much, which changes of course, but as soon as you see something you like on our site, even if it's not out for a month or two (looking at our coming releases listings for instance), put it in your queue and then when it's about to be released, put it atop your queue. That'll give you higher priority over someone who put the title in their queue much later and someone who has it lower in their queue. We make stuff we know we're going to order live on our site as soon as we get the info from AMG and have a release date. But if you're noticing a continually long wait for a particular title, despite following the above, feel free to prod us at catalog@greencine.com to ask.
>
> This is all I can reveal. Please insert 50 cents to continue.
> ---------------------------------

Underdog, I think what you appear to be saying is that whenever there are more requests for a title than copies available, GC prioritizes strictly by date of initial request, combined in some fashion with the title's position in the member's queue. Period.

That is, GC takes no account of the history or characteristics of the requesting member -- length of membership, number of items out signed up for, or members' usual turnaround time before returning discs -- although a member who has a history of high and rapid turnover is obviously more expensive for GC to maintain than one who is leisurely about watching and returning discs, regardless of number out at a time.

So my question is, does this correctly summarize GC's protocol for prioritizing? I suspect many members besides myself will be curious to know your answer.

I also wonder whether a red bar has a precise meaning -- that there is only a single copy available, or perhaps none at all? I've seen some speculation about this in other members' posts.

(Did you receive the 50 cents okay that I dropped into the slot in my computer? And I *like* being Batman.)
Vanamonde
post #6  on December 23, 2007 - 10:52 PM PST  
> On December 22, 2007 - 9:57 AM PST underdog wrote:
> ---------------------------------
> We'll get it up there soon, though. Thanks!
> ---------------------------------

Coolies!

And yes, I like the rubber suit, too. And although Keaton, Kilmer, and Clooney, each did a excellent decent job in their roles, Adam West with forever be the Batman in my heart.

Liam Neeson is a great actor but sucked out loud as the Caped Crusader

Only two worse cast decisions have ever been make:

Gérard Depardieu as Columbus with a French accent in "1492"

and Linda Ballantyne as the voice of "Sailor Moon" (S and Super S seasons).




underdog
post #7  on December 24, 2007 - 2:42 PM PST  
> On December 23, 2007 - 12:37 PM PST kaream wrote:
> ---------------------------------

> Underdog, I think what you appear to be saying is that whenever there are more requests for a title than copies available, GC prioritizes strictly by date of initial request, combined in some fashion with the title's position in the member's queue. Period.


GreenCine never gives priority to newer members over older members, or vice versa. Period. Correct.

The red titles are ones that are in very low numbers; besides alerting you, they alert us to the fact that we need to get more copies, unless they're discs that are out of print (OOP), in which case, if we're entirely out of stock and it's OOP we may have to at least temporarily change the listing to "no longer available" (as much as that breaks our heart). But as we've said here elsewhere, you can also feel free to ask or prod us about those low inventory titles if you wish. Others here can - and have - give ya advice about what's worked best for them, of course.

Cheers n' happy holidays!

PS: Van, Liam Neeson actually wasn't Batman, he was the Scarecrow in Batman Begins vs. Christian Bale's caped crusader... that was a good film, I thought.
doozer
post #8  on December 24, 2007 - 3:25 PM PST  
> On December 24, 2007 - 2:42 PM PST underdog wrote:
> ---------------------------------
>
> PS: Van, Liam Neeson actually wasn't Batman, he was the Scarecrow in Batman Begins vs. Christian Bale's caped crusader... that was a good film, I thought.
>
> ---------------------------------

I believe Liam Neeson was Rhys Al Gul (sp?). I'm pretty sure of it. The Scarecrow/Dr. Crane was Cillian Murphy.
underdog
post #9  on December 25, 2007 - 12:22 AM PST  
> On December 24, 2007 - 3:25 PM PST doozer wrote:
> ---------------------------------

>
> I believe Liam Neeson was Rhys Al Gul (sp?). I'm pretty sure of it. The Scarecrow/Dr. Crane was Cillian Murphy.
>
> ---------------------------------

Ah yes, Neeson was Henri Ducard, Murphy was Scarecrow. Yah. All three are good actors!

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