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Have suggestions, criticism or praise for the GreenCine community? Post them here. Please maintain a sense of decorum here.
1062

Turnaround times getting unbearable
Topic by: gnohymmij
Posted: July 30, 2007 - 11:46 AM PDT
Last Reply: November 6, 2007 - 1:37 PM PST

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author topic: Turnaround times getting unbearable
mooselg3
post #201  on September 13, 2007 - 4:07 PM PDT  
> On September 13, 2007 - 3:17 PM PDT Belgand wrote:
> I don't mean to complain endlessly, but in all seriousness I'm still trying to come to terms with why I do choose to stay here.

Okay, since I've let my criticisms be known, I'll throw in a few very positive things about Greencine that make leaving difficult for me.

I like their queue system better than anyone else. I like how you can make watch-in-order lists simply and easily. I also like the use of colors for the wait times. I find them no more obscure than telling me a title has a "Very Long Wait", but I find I can easily review my list and see what is likely to ship. It's a small thing, but the queue is everything for online DVD rental.

I like the fact that Greencine allows critique and criticism on its boards. That alone is worth something. If during all this switch to a new shipper and delayed DVDs, I couldn't come here and find out what was what, I wouldn't try to stick it out.

I like the fact that Greencine directly talks to its customers, even if what they say is less than satisfying at times. But they are making an effort, which is a lot better than their competition.

Their selection, while not as good as it once was, is still pretty good.

So there's some positives. The negatives right now outweigh the positives in my estimation. I'm hanging on for the short term to see if the problems do get resolved. But that's entirely based on Greencine's past performance. I certainly would warn away any new customers and wouldn't recommend Greencine at this point in time. But I'm not without hope that things could return to previous service levels.

[Supposedly four disks sent out on Sept. 8. Haven't received a single one. Hoping they're in my box today, Sept. 13. Normally, I would have had them two days ago.]
mgeis
post #202  on September 13, 2007 - 4:25 PM PDT  
Weighing in, after some time off these boards. I wanted to give some time to see if things would get better, but they haven't, so it's time to speak up again, lest GC think that everything is hunky-dory and everybody is getting their movies in a timely fashion.

I don't know if it's a silent majority or silent minority that I'm part of if I don't speak up, but from a couple 11-day delivery times from Van Nuys (rare, but as recent as this week), to (average) 4-5 days from SF to VN, to the average 3-days from VN to SF.
here's what it boils down to:

The level of service sucks.

You can argue all you want about how GC is or is not competing with NF. Sure, GC probably has the best online saucer-eyed-girl and hentai-tentacle-porn rental service this side of the Pecos, but all I really care about is decent turnaround time. I don't even mean that it has to be the two-day turnover that it used to be -- hell, 4 day turnaround (a 50% drop in speed) would still be passable, but GC isn't even close to that level of performance.

Blame the USPS all you want, but these levels of slowdowns far exceed the extra transit time of mail going to VN instead of SF.

I'll repeat two questions I've mailed frequently to customer service. These questions have been ignored. Maybe underdog will step up and try them (another user asked the same questions and was ignored, so my expectations are not that high).

Without revealing the uber-secret-if-I-told-you-I'd-have-to-kill-you trade secrets that GC will allegedly be putting into place to speed things up...

1. What is the target turnaround time for SF to VN and for VN to SF? By this, I mean disc-shipped in the morning from SF and sent back from VN in time to get out in that day's mail.

2. When will these remedies be put in place, so we can judge for ourselves if they've been effective?

Thanks,
Matt
woozy
post #203  on September 13, 2007 - 4:41 PM PDT  
> On September 13, 2007 - 4:25 PM PDT mgeis wrote:

> I don't know if it's a silent majority or silent minority that I'm part of

Majority or minority, judging from the length of this thread it is anything but silent!
weezy
post #204  on September 13, 2007 - 5:39 PM PDT  

> 1. What is the target turnaround time for SF to VN and for VN to SF? By this, I mean disc-shipped in the morning from SF and sent back from VN in time to get out in that day's mail.

>We would like it is all our discs made it to our customers in 1-3 business days in either direction.

> 2. When will these remedies be put in place, so we can judge for ourselves if they've been effective?

> We can't fully discuss what's been done to increase operational efficiency, but we have seen improvements based on the changes currently put in place and have more on deck, to be rolled out optimally by the end of the month.

Sorry if we're sounding vague here, but we're trying to hit all points without revealing an unfair amount of information about our business practices. Never know who might be spyin' the boards, eh? We really do want the service to improve and we don't like to hear that some people are experiencing 10 day turnaround times. Please continue to contact us directly at support@greencine.com if specific issues with your account arise, or just wanna say "'SUP GREENCINE."

tungwaiyip
post #205  on September 13, 2007 - 8:28 PM PDT  
Here is some report on my turn around time. I live in San Francisco. Originally about 70% of time I get a new nisc within 2 days of mailing the old disc. Here is a few recent record:

Aug - 6 days
Aug - 5 days
Sep - 8 days
Sep - 6 days

All these are mailed using the new envelope. It is over 2 months since the move. Despite what greencine promises, by now I have very little confidence the turn around time can ever come close to 2 days again.

As a reference, I have ordered an item from both Amazon and B&N. Each time I have chosen the slowest free shipping. In both case they arrive in 6 days from the day of order. In both case the actual one-way mailing time is 3 days. In both case the product are shipped from out of state. Amazon sell this as 5-9 days shipping. So it beats the shipping time by a large margin.
tungwaiyip
post #206  on September 13, 2007 - 8:44 PM PDT  
Forgot to mention one of my disc is declared missing after MIA for more than 7 days.
jwarren
post #207  on September 13, 2007 - 10:42 PM PDT  
> On September 13, 2007 - 5:39 PM PDT weezy wrote: We really do want the service to improve and we don't like to hear that some people are experiencing 10 day turnaround times. Please continue to contact us directly at support@greencine.com if specific issues with your account arise, or just wanna say "'SUP GREENCINE."
>
>
> ---------------------------------

Of course, it helps if your customer service READS and RESPONDS to the emails in a reasonable period.

Monday Sept 10, 10:00AM, Me = Dear Greencine, 3 of the discs I sent back 7 days ago haven't been logged in. Please free up my queue.

Tuesday Sept 11, 4:00AM, Me = Dear Greencine, 3 of the discs I sent back 7 days ago still haven't been logged in. Please free up my queue.

Tuesday Sept 11, 3:00PM, GC Customer Service = Sorry, I'll clear the one that didn't come in today.

Wednesday Sept 12 = Greencine ships a new disc ... 2 DAYS AFTER I COMPLAINED.

So, that's an 8 day ONE WAY trip for two discs and 8+ days for another. Junk mail moves faster. Library rate is faster.

You're not even living up to your 1-3 days estimate for the mail from LA to SF, what the hell is wrong?!
GreenCineStaff
post #208  on September 14, 2007 - 12:30 PM PDT  
Hey folks,

New post here on some changes/fixes coming, as best as we can specify. Please read. You can continue posting here and we're reading everything, but we'd appreciate it if you'd read this, at least.

Thanks again for your honesty, and your loyalty, and your consideration.

Cheers.
Belgand
post #209  on September 15, 2007 - 3:40 PM PDT  
> On September 13, 2007 - 8:28 PM PDT tungwaiyip wrote:
> ---------------------------------
> As a reference, I have ordered an item from both Amazon and B&N. Each time I have chosen the slowest free shipping. In both case they arrive in 6 days from the day of order. In both case the actual one-way mailing time is 3 days. In both case the product are shipped from out of state. Amazon sell this as 5-9 days shipping. So it beats the shipping time by a large margin.
>
> ---------------------------------

Sorry to go radically off-topic, but you're lucky. The last time I ordered something from Amazon they informed me it would be shipping the next day. When I clicked over for the free shipping though they wanted to wait a full week before they'd ship it. I'm sure they might have some crazy reason behind this other than just punishing me, but if they could ship both items in a single shipment the next day if I was paying for it it seems like they just want to throttle.

Anyhow, enough unrelated bitching.
Belgand
post #210  on September 15, 2007 - 3:53 PM PDT  
> On September 13, 2007 - 4:25 PM PDT mgeis wrote:
> ---------------------------------
> I'll repeat two questions I've mailed frequently to customer service. These questions have been ignored. Maybe underdog will step up and try them (another user asked the same questions and was ignored, so my expectations are not that high).
>
> Without revealing the uber-secret-if-I-told-you-I'd-have-to-kill-you trade secrets that GC will allegedly be putting into place to speed things up...
>
> 1. What is the target turnaround time for SF to VN and for VN to SF? By this, I mean disc-shipped in the morning from SF and sent back from VN in time to get out in that day's mail.
> ---------------------------------

Never going to happen. I've asked a few times in the past and they continually ignore it. I think they want to avoid committing to something and then failing to reach it and having us complain about that. Still, it betrays a certain lack of confidence in their practices.

I'd settle for the idea that they have a goal in mind. They might not reach it anytime soon. They might not even reach it once all of our mail is teleported direct to your home twice daily, but it's still their goal and they won't give up trying to find ways to reach it. It shows that they aren't going to look at our complaints and say "Well, yeah, it's vastly reduced from what they used to get, but it could be worse. They're just complaining about something unreasonable and we'll never bother trying to get it down that low ever again."

Ultimately this whole debacle has shown that they are not truly a local business with an interest in serving their local customers. This move has felt like a betrayal of the locals to me and I don't think they'll ever be able to do anything to fix that.

I understand that there were business reasons involved. I understand that they care about more than just their customers in the Bay Area. I even understand that they think this will allow them to offer improvements in other areas. No matter what happens from here on out though, they made a decision that they knew would definitely have negative consequences for their local customers and they went for it without even bothering to let us know in advance.
woozy
post #211  on September 15, 2007 - 4:20 PM PDT  
> On September 15, 2007 - 3:40 PM PDT Belgand wrote:
> ---------------------------------

>
> Sorry to go radically off-topic, but you're lucky. The last time I ordered something from Amazon they informed me it would be shipping the next day. When I clicked over for the free shipping though they wanted to wait a full week before they'd ship it. I'm sure they might have some crazy reason behind this other than just punishing me, but if they could ship both items in a single shipment the next day if I was paying for it it seems like they just want to throttle.
>
> Anyhow, enough unrelated bitching.

Dunno. Puts things in perspective. I was a bit surprised to see that comment about amazon. I've never gotten anything from amazon in less than two weeks.

> Ultimately this whole debacle has shown that they are not truly a local business with an interest in serving their local customers. This move has felt like a betrayal of the locals to me and I don't think they'll ever be able to do anything to fix that.
>
I don't think GreenCine ever claimed to be a local business nor claimed any interest in serving local customers over distant customers. I can understand your discouragement at being a calcutated business cost, but I can't understand a feeling of betrayal as GC never claimed any loyalty to us over loyalty to their customers in rural Maine.
Catullus
post #212  on September 17, 2007 - 11:43 AM PDT  
"Ultimately this whole debacle has shown that they are not truly a local business with an interest in serving their local customers. This move has felt like a betrayal of the locals to me and I don't think they'll ever be able to do anything to fix that."

lol just lol

Please remove the imaginary knife from your back now plz and kindly stop with the crazy diatribes.
GreenCineStaff
post #213  on September 17, 2007 - 12:13 PM PDT  
Hi Belgand,
I hope you've at least read our other post about another change coming which we think will alleviate some shipping delay issues for some people. We've asked for some patience based on that, or to give us the benefit of the doubt, but if it's your prerogative to not to do that, it's totally your right. But do think about our request to both read this announcement, and perhaps wait a bit more before posting on this topic again.

We're the only major rental service to have discussion forums, and to have staff members actively participate in discussions with members both here and in email. While this is not always going to be ideal for either party, or not always fully satisfying, it's communication, and that's something these days, isn't it?

More soon, really, we swear!

Best,
Craig
Catullus
post #214  on September 17, 2007 - 12:21 PM PDT  
"We're the only major rental service to have discussion forums, and to have staff members actively participate in discussions with members both here and in email. While this is not always going to be ideal for either party, or not always fully satisfying, it's communication, and that's something these days, isn't it?"

it is quite awesome actually :D
jwarren
post #215  on September 17, 2007 - 2:45 PM PDT  
> On September 17, 2007 - 12:13 PM PDT GreenCineStaff wrote:
> ---------------------------------
> Hi Belgand,
> I hope you've at least read our other post about another change coming which we think will alleviate some shipping delay issues for some people. We've asked for some patience based on that, or to give us the benefit of the doubt, but if it's your prerogative to not to do that, it's totally your right. But do think about our request to both read this announcement, and perhaps wait a bit more before posting on this topic again.
>
> We're the only major rental service to have discussion forums, and to have staff members actively participate in discussions with members both here and in email. While this is not always going to be ideal for either party, or not always fully satisfying, it's communication, and that's something these days, isn't it?
>
> More soon, really, we swear!
>
> Best,
> Craig
> ---------------------------------

Communication works better when you don't lock threads.
Catullus
post #216  on September 17, 2007 - 2:51 PM PDT  
> On September 17, 2007 - 2:45 PM PDT jwarren wrote:
> ---------------------------------
> > On September 17, 2007 - 12:13 PM PDT GreenCineStaff wrote:
> > ---------------------------------
> > Hi Belgand,
> > I hope you've at least read our other post about another change coming which we think will alleviate some shipping delay issues for some people. We've asked for some patience based on that, or to give us the benefit of the doubt, but if it's your prerogative to not to do that, it's totally your right. But do think about our request to both read this announcement, and perhaps wait a bit more before posting on this topic again.
> >
> > We're the only major rental service to have discussion forums, and to have staff members actively participate in discussions with members both here and in email. While this is not always going to be ideal for either party, or not always fully satisfying, it's communication, and that's something these days, isn't it?
> >
> > More soon, really, we swear!
> >
> > Best,
> > Craig
> > ---------------------------------
>
> Communication works better when you don't lock threads.
> ---------------------------------

Actually you are quite wrong sir... if they didn't lock that thread it might have turned into this very same thread we are posting in now repeated. Now if there was any pertinent information in this thread it would be hard to find because it would be lost in a sea of ****.

If they want people to quickly and easily find all updated information without having to read through a bunch of silly bitch posts they would make a sticky and lock it. Which is quite common message board practice hardly limited to Greencine. Actually GC has the least moderation of almost any business related message board out there.

Now because you are a noobie Ill forgive you this one time.
However next time use your common sense should you have any before posting.
underdog
post #217  on September 17, 2007 - 3:52 PM PDT  
Can't add much to what Catallus wrote above, but given we hardly ever lock threads, the reason we locked that other one is because it was specifically a company announcement about something coming. We figured - and essentially requested - that if people still wanted to post either complaints, queries or suggestions re this subject, they'd keep doing it here. Since that message appeared on the verge of getting lost, we locked it. Hardly Big Brother cracking down, but just wanted to make it clear what our intentions are here. Thanks for keepin' on!

Onwards and upwards.

C
tungwaiyip
post #218  on September 17, 2007 - 7:48 PM PDT  
> On September 15, 2007 - 4:20 PM PDT woozy wrote:
> ---------------------------------
> > On September 15, 2007 - 3:40 PM PDT Belgand wrote:
> > ---------------------------------

> > Sorry to go radically off-topic, but you're lucky. The last time I ordered something from Amazon they informed me it would be shipping the next day. When I clicked over for the free shipping though they wanted to wait a full week before they'd ship it. I'm sure they might have some crazy reason behind this other than just punishing me, but if they could ship both items in a single shipment the next day if I was paying for it it seems like they just want to throttle.
>
> Dunno. Puts things in perspective. I was a bit surprised to see that comment about amazon. I've never gotten anything from amazon in less than two weeks.

About Amazon, the 3 days mail time isn't a fluke. I've been buying from them for many years and it's performance is consistent. I never have a reason to choose any faster shipping option. I'm in San Francisco for that matters.

Right now Greencine is matching its 3 days shipping time. So I am not really complaining. But I am not happy either. If it ever get worst than the slowest option from Amazon then I'm switching.

I still remember how Greencine pleasantly surprise me the first time. Within 24 hours of signing up, I found my first green envelope in my mail box.
Belgand
post #219  on September 17, 2007 - 10:41 PM PDT  
> On September 17, 2007 - 12:13 PM PDT GreenCineStaff wrote:
> ---------------------------------
> Hi Belgand,
> I hope you've at least read our other post about another change coming which we think will alleviate some shipping delay issues for some people. We've asked for some patience based on that, or to give us the benefit of the doubt, but if it's your prerogative to not to do that, it's totally your right. But do think about our request to both read this announcement, and perhaps wait a bit more before posting on this topic again.
> ---------------------------------

No, I've read the announcement and I do anticipate whatever changes might be coming.

The greater issue is that keeps sounding like Bush on the war. Just wait and we'll start to see improvement. Time and time again. Maybe this new troop sur^H^H^H^H^H^H^H^H^H shipping process will work, maybe it won't. Ultimately though the problem tends to be one of trying to fix problems that wouldn't have existed if things had stayed the way they were.

Maybe it would also help a bit if there were more obvious benefits to have come from the move. Right now I don't know that any of GC's customers have been able to see anything positive come out of it.

Finally, something I've been thinking about is the workers at the SF shipping center. We bitch here about our turn-around times doubling (or worse, especially for our friends in the East Bay), but what about all the people who were working for GreenCine? Since this was outsource I'm doubtful that they were even given the option of moving to the new plant to keep their jobs, but it sounds like that would have been the best they could have been offered. More likely they were all just let go in order for the company to outsource their shipping. I've been looking for a job myself for the past two years (so, uh, if anyone out there needs a geneticist...) so I understand how tough it can be. No matter how I might feel about my service it's ultimately petty in comparison. These are the people who were really hurt.
Belgand
post #220  on September 19, 2007 - 3:26 PM PDT  
Hmm... has something happened with GC? Is the new shipping rollout happening right now or something? For no obvious reason my last two discs seem to be making their way to me rather slowly. One shipped on the 15th and another on the 17th and neither has gotten to me yet. Normally I haven't had any problems with inbound delays, but something definitely seems to be affecting things.
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