GREEN CINE Already a member? login
 Your cart
Help
Advanced Search
- Genres
+ Action
+ Adult
+ Adventure
+ Animation
+ Anime
+ Classics
+ Comedies
+ Comic Books
+ Crime
  Criterion Collection
+ Cult
+ Documentary
+ Drama
+ Erotica
+ Espionage
  Experimental/Avant-Garde
+ Fantasy
+ Film Noir
+ Foreign
+ Gay & Lesbian
  HD (High Def)
+ Horror
+ Independent
+ Kids
+ Martial Arts
+ Music
+ Musicals
  Pre-Code
+ Quest
+ Science Fiction
  Serials
+ Silent
+ Sports
+ Suspense/Thriller
  Sword & Sandal
+ Television
+ War
+ Westerns


Public Discussions

topics
GreenCine General
Feedback
Have suggestions, criticism or praise for the GreenCine community? Post them here. Please maintain a sense of decorum here.
1064

Customer Support Suggestion
Topic by: manuelvillanueva
Posted: January 13, 2008 - 11:52 PM PST
Last Reply: January 15, 2008 - 3:00 AM PST

author topic: Customer Support Suggestion
manuelvillanueva
post #1  on January 13, 2008 - 11:52 PM PST  
E-mail is a great invention but utterly useless when spammed. I've seen it mentioned several times e-mails between GreenCine and their customers are sometimes thwarted by spam filters and so on. Why not set up customer service entirely on your site and forego e-mail altogether? Make it so customers must be logged in to access. Our GreenCine Private Mail is similar to what I'm suggesting.
kaream
post #2  on January 14, 2008 - 1:51 AM PST  
That's a thought, but if you look around you'll see that most subscribers seem not to be set up for private messaging. I personally would prefer not to have it.

In any case the problem is more than, and really different from, spam filtering. The thread may have been removed by now, but yesterday Suzdal posted that s/he had submitted two online messagebox queries, and sent four emails, and received no responses. Weezy's posted response in Suzdal's Feedback thread indicates that GC staff never received any of those six queries, apparently including the two sent online.

Many members posting complaints here point out that they always reliably receive the automated shipping emails sent out, as did Suzdal, so obviously it's *not* a spam filter problem at the subscribers' end (except perhaps in isolated situations).

I might have suspected a spam filter problem at GC's end, if anything, but that still wouldn't explain why GC wouldn't receive their online messagebox queries -- in fact we know that they *are* received, somewhere, because an automatic email is generated back to the sender, assigning a 'Case ID', and as with the automated shipping emails, members do receive these Case IDs without any problems. These are all generated from the 'customerservice@GreenCine.com' email account.

I'm certainly willing to take their word for it when weezy and other staffers say that they never received incoming messages, or that they did respond by email but the member never received the response.

So what this can only mean is that there's a bug somewhere in the system at GC's end, and they need to get an IT tech in to chase it down. Their 'greencine.support@gmail.com' address seems to work okay, so it must be in one or more of their @greencine.com email accounts, affecting both incoming and outgoing. Customer Support has at least three different email accounts, and these need to be looked at and tested.

I see that weezy has deleted an over-the-top reply that I posted to Suzdal's thread, but my basic point was just that this is a real problem that's clearly affecting many members' attitudes, very negatively, toward GreenCine, and it's important that it be addressed.
kaream
post #3  on January 14, 2008 - 2:12 AM PST  
> On January 14, 2008 - 1:51 AM PST kaream wrote:
> ---------------------------------
Customer Support has at least three different email accounts, and these need to be looked at and tested.
> ---------------------------------

Greencine Customer Support [support@greencine.com]

GreenCine Support [support@greencine.com]

GreenCine Customer Support [support@GreenCine.com] (this account is used for automated messages, and appears to work properly)

These are outgoing accounts. There's no way to tell from this end which account, if any of these, incoming emails are supposed to be directed to.

Hope this helps.

shiftless
post #4  on January 14, 2008 - 3:38 PM PST  
I had 2 issues with my latest shipment of DVDs from GreenCine this past weekend and I emailed support@greencine.com. BOTH were handled today and I received response emails to both emails I sent, so I would say Greencine has gotten the message and it making a nice effort to reply to support emails.

This is the kind of service I expect and I'm glad to say that Greencine is stepping up and doing it right, Thanks guys!



Vanamonde
post #5  on January 15, 2008 - 12:49 AM PST  
> On January 13, 2008 - 11:52 PM PST manuelvillanueva wrote:
> ---------------------------------
> Why not set up customer service entirely on your site and forego e-mail altogether?
> ---------------------------------
Thank sounds like a great idea! Best anti-spam device they could have.
manuelvillanueva
post #6  on January 15, 2008 - 3:00 AM PST  
> On January 15, 2008 - 12:49 AM PST Vanamonde wrote:
> ---------------------------------
> Thank sounds like a great idea! Best anti-spam device they could have.
> ---------------------------------

Thanks! I'm betting it would eliminate many problems. I just noticed GreenCine's customer support form isn't accessible without logging in. So GreenCine shouldn't have any problem with spam on their end. The problem may be with customers receiving GreenCine responses via e-mail. Why not give us an "In Box" or place responses in our Private Mail?

about greencine · donations · refer a friend · support · help · genres
contact us · press room · privacy policy · terms · sitemap · affiliates · advertise

Copyright © 2005 GreenCine LLC. All rights reserved.
© 2006 All Media Guide, LLC. Portions of content provided by All Movie Guide®, a trademark of All Media Guide, LLC.