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1063

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
artifex
post #21  on August 2, 2007 - 8:52 PM PDT  
> On August 2, 2007 - 5:38 PM PDT weezy wrote:
>Either way, if EVER it takes 7 days or more for a disc to travel to you or to us, please drop us a line at support@greencine.com, and we will free the title from your out list to get your queue moving again.

Hey, that by itself is an improvement. In Texas I've been frequently over 7 each way. So you obviously have faith that your east coast center will help.
STagawa
post #22  on August 2, 2007 - 10:44 PM PDT  
> On August 2, 2007 - 8:52 AM PDT speakreflection wrote:
> ---------------------------------
> 7 business days? or 6 days and Sunday? Did you send it with your outgoing house mail or at a mailbox?
>
> If you are having such trouble why would you stay and wait to find out if it improves?
>
> Here was my last week with Greencine.
> Sent 1 movie back on the 25rd. 3 on the 26th. Greencine received first movie on Saturday 28th. And released to ship my next movie was ended up sent on Monday 30th (i don't actually have a problem with that. Seeing how they received the movie in the afternoon Saturday, so whatever procedure they require to re-inventory/reprocess a movie, and then send a new one has to take more than a 1hour or so. Saturday has limited mailings i assume. and Sunday has none.). They received my other 3 on the 30th and released to ship my new movies on the 31st. I'll come back and update when I receive my new movies and see what is going with mine.
> I live in Maine also.
> ---------------------------------

Mailed on Tuesday the 24th, checked in (actually, the next disc marked as Released to Shipping) on the evening of Tuesday the 31st, so obviously there was an intervening weekend in there.

I live half a block from my post office; I dropped the discs in the mail slot at the post office in the morning on the way to work, before 8AM.

Remember that, until now, my discs were going back and forth overnight. For shipping times to go from one day to three is a big deal to me. For people on the east coast, imagine your shipping times tripling. As for why I would stay, it's ONLY because of a sizable number of titles that GC has that NF doesn't.
speakreflection
post #23  on August 4, 2007 - 6:47 AM PDT  
> On August 2, 2007 - 10:44 PM PDT STagawa wrote:
> ---------------------------------
> > On August 2, 2007 - 8:52 AM PDT speakreflection wrote:
> > ---------------------------------
> > 7 business days? or 6 days and Sunday? Did you send it with your outgoing house mail or at a mailbox?
> >
> > If you are having such trouble why would you stay and wait to find out if it improves?
> >
> > Here was my last week with Greencine.
> > Sent 1 movie back on the 25rd. 3 on the 26th. Greencine received first movie on Saturday 28th. And released to ship my next movie was ended up sent on Monday 30th (i don't actually have a problem with that. Seeing how they received the movie in the afternoon Saturday, so whatever procedure they require to re-inventory/reprocess a movie, and then send a new one has to take more than a 1hour or so. Saturday has limited mailings i assume. and Sunday has none.). They received my other 3 on the 30th and released to ship my new movies on the 31st. I'll come back and update when I receive my new movies and see what is going with mine.
> > I live in Maine also.
> > ---------------------------------
>
> Mailed on Tuesday the 24th, checked in (actually, the next disc marked as Released to Shipping) on the evening of Tuesday the 31st, so obviously there was an intervening weekend in there.
>
> I live half a block from my post office; I dropped the discs in the mail slot at the post office in the morning on the way to work, before 8AM.
>
> Remember that, until now, my discs were going back and forth overnight. For shipping times to go from one day to three is a big deal to me. For people on the east coast, imagine your shipping times tripling. As for why I would stay, it's ONLY because of a sizable number of titles that GC has that NF doesn't.
> ---------------------------------

Well i am on the East Coast. About as far away from Van Nuys/San Francisco as you can get.
The shipping times for me haven't really been weird. But I've never really paid attention to them. Sometimes I receive a movie and won't watch it for a week.
With a 40 hour job, 9 month old baby, softball games and trying to have some sort of a social life, plus a relationship with my wife. I don't mind having a movie for a long period of time (although hopefully noone has it at the top of their queue). When I joined first, many years ago. I tried to maximize each month. Get the most movies for a cheap price. Not anymore. Although when I get complete series, I'll usually watch all of them at the same time, movies I watch when I feel like it or have 2 hours of me time. Speaking of watching movies, I got "And god created woman". Think I'll watch it today.
DLowenstein
post #24  on August 4, 2007 - 7:13 AM PDT  
I agree. I just joined GC and I am in Phoenix, AZ. For the month of July I only recived 2 (two) DVD's total. I am on the one disc at a time subscription. I am giving it one more month if it doesnt get better I will have to cancel.

> On July 30, 2007 - 11:46 AM PDT gnohymmij wrote:
> ---------------------------------
> I live in the bay area and have been pretty satisfied with my service here, until the last two weeks....
>
> I used to send a disc in, it gets to GC next day, then the day after I would get a new one. For the last 2.5 weeks, I've only been able to turn my discs around twice -- that's barely once a week and over twice as slow as I've been experiencing since my subscription started here several months ago. What's going on?!! More importantly, WHEN it is going to get better?!
>
> I've read some of the other threads and noticed everyone else seems to be having issues. I've also seen posts from GC personnel discussing some changes and reassurances that it will get better. Well, I'm waiting but I'm not going to wait much longer. One of my major reasons for joining was Saturday processing so I could get more discs per week -- that goes down the drain of course when turnaround is 6-8 working days.
> ---------------------------------

Harlock415
post #25  on August 20, 2007 - 3:06 PM PDT  
This is getting ridiculous, I used to be able to send out a disc on a Monday, have it received by GC on Tuesday, with the next disc in my queue rent that day and receive it on Wednesday. This was the average. That's just two days from when I send out a disc. I live in San Francisco. Now I send out a disc it is anywhere from 4 to 5 days before it is received by GC and even though the turnaround is a usually that same day, it's another 4 to 5 days before I receive the next disc in my queue.

So, now we are looking at a turnaround time of 8 to 10 days for a disc. I fail to see how this new shipping is an improvement. I can't see how shipping out of Van Nuys benefits anyboy outside the CA either. I also have accounts at Netflix, Greencine, and Tiger Cinema. Occasionally, I've rented from Anime Forrest as well. I've supported Greencine because they do have a good selection of imports, anime, and more obscure titles, but now it's come to the point that it just feels like I'm throwing my money away for nothing but wait times.
sninkychan
post #26  on August 20, 2007 - 3:49 PM PDT  
I'm seeing the same thing... several days to receive, seemingly an extra day to process a shipment, and one more day getting to me as well.

I loathe Netflix and love Greencine, but this is a big change in my service. :(


> On August 20, 2007 - 3:06 PM PDT Harlock415 wrote:
> ---------------------------------
> This is getting ridiculous, I used to be able to send out a disc on a Monday, have it received by GC on Tuesday, with the next disc in my queue rent that day and receive it on Wednesday. This was the average. That's just two days from when I send out a disc. I live in San Francisco. Now I send out a disc it is anywhere from 4 to 5 days before it is received by GC and even though the turnaround is a usually that same day, it's another 4 to 5 days before I receive the next disc in my queue.
>
> So, now we are looking at a turnaround time of 8 to 10 days for a disc. I fail to see how this new shipping is an improvement. I can't see how shipping out of Van Nuys benefits anyboy outside the CA either. I also have accounts at Netflix, Greencine, and Tiger Cinema. Occasionally, I've rented from Anime Forrest as well. I've supported Greencine because they do have a good selection of imports, anime, and more obscure titles, but now it's come to the point that it just feels like I'm throwing my money away for nothing but wait times.
> ---------------------------------

Harlock415
post #27  on August 20, 2007 - 5:26 PM PDT  
I have a suggestion, Tiger Cinema is also a small company but they have an option called Advanced Shipping. It goes like this:

"Advanced Shipping

The "Advanced Shipping" feature allows you to instantly notify TigerCinema when you have mailed back your rented DVD title(s). Upon notification, TigerCinema will immediately ship your next available DVD on your queue before we receive your rented DVD(s).

# Only titles eligible for advanced shipping are listed.
# Advanced shipping of rented title is allowed 3 days after it was shipped.
# Only one advanced shipping notification is allowed per title."

This would really speed up the process and turnaround time for discs.
KKugay
post #28  on August 20, 2007 - 10:21 PM PDT  
Here's an e-mail I just sent to Greencine:

Hello,

I am writing because I have noticed that my DVD's are taking longer to check in at Greencine. When I first signed up I remember being amazed with the expediency in the process of returning and checking out new DVD's. I would put a DVD in the mail, and receive an email that day or the next confirming its receipt, and inevitably 2-4 hours later, confirmation of the next one being sent. However, in the last few months I've noticed that my DVD's take much longer to get to Greencine, despite no major relocation on my part. Rather than getting a confirmation email the same or next day, I won't get word that you received a DVD for up to five days after mailing it! I can mail things across the country faster than that. In addition, I don't hear wind of you sending my next DVD for up to six hours after checking it in. If that's isn't called throttling, then I don't know what is.

I don't want to cause a stir because I love Greencine's selection and you guys have been great to me in the past - but if I can't take advantage of those things, then I'll have to sadly end our relationship. I'm a college student on a very tight budget and thought this might actually help me save money on vid's, but I don't seem to be getting very much out of it. And hey, what's up with none of the waits on any of those scant availabilities getting any shorter?

I'm losing my patience, guys.
***

This sounds so whiny after reading the problems some other customers have been having - but I thought I'd put in my two cents all the same.
weezy
post #29  on August 21, 2007 - 2:26 PM PDT  
Hi KKugat,

Although we've responded to your inquiries via email, I just wanted to touch on some of your points here.

5 days to mail to Berkley IS a long period of time to wait. We're looking into your area specifically to see why there has been a slowdown of service for you in the past few months. We still do same-day processing, meaning we ship out DVDs to you the same day we receive your returns. We've listened to customer suggestions and are developing a way to get discs to you faster.

I'm glad to hear you've been enjoying our selection, and we are in the process of pulling through with our promise to revitalize inventory. We've reordered old titles and dipped into customer requests, and bought more copies of new titles. You should notice better availability of newer titles now, and more availability for older titles by the end of the month.




STagawa
post #30  on August 21, 2007 - 10:42 PM PDT  
Here's something else that's infuriating: I dropped two discs in the mail Friday morning. One of them showed up in Van Nuys yesterday, the (now) customary two postal days later. But the other one? As of the end of Tuesday, it's still floating around out there somewhere. These envelopes were literally side-by-side going into the mail slot. How do they get separated by at least two days??? ARGH.
gnohymmij
post #31  on August 22, 2007 - 12:56 AM PDT  
Welp, they said to wait a couple of weeks for it to get better and I have. Turnaround times (from the time I send a movie back to when I get another one) still suck. They're anywhere from 5-8 days. So I ran a few numbers:

ASSUMPTIONS:
- For sake of calculation, let's say each month has 4 weeks 28 days
- Greencine processes 6 days a week
- Greencine charges $21.95/month for a 3 out plan
- Netflix processes 5 days a week
- Netflix charges $16.99/month for a 3 out plan
- We can watch movies the same day we get them
- I'm in the bay area

GREENCINE (old):
- days in a month = 24
- days turnaround = 3
- Number of movies = 8
- cost per month for 3 discs at once = $21.95
- cost per month/disc = $7.32
- cost per movie = $0.91

NETFLIX:
- days in a month = 20
- days turnaround = 3
- Number of movies = 6.666666667
- cost per month for 3 discs at once = $16.99
- cost per month/disc = $5.66
- cost per movie = $0.85

GREENCINE (new and improved?):
- days in a month processing = 24
- days turnaround (at best) = 5
- Number of movies = 4.8
- cost per month for 3 discs at once = $21.95
- cost per month/disc = $7.32
- cost per movie = $1.52

CONCLUSIONS?
- The new and improved Greencine costs almost twice as much per movie ($1.52 vs $0.85)
- The key stat is the turnaround time. Since the new west coast shipment center is Van Nuys, my hopes of 3 day turnaround are not good.
- I'm thinking of canceling; I hope GC is going to get more customers in LA for the ones they're going to lose in the bay area...
Harlock415
post #32  on August 22, 2007 - 4:30 AM PDT  
You've done the math, I just estimated. GC is not a good bargain anymore. The only reason I see in having GC now is for the titles that Netflix doesn't have and in my queue it's a few anime titles and Asian films.

I've cut back to the 1 disc plan since the 3 out is just like throwing money into the wind at this point. I used to have almost 200 movies in my queue, but most are available at Netflix and I've since added those titles to my Netflix queue since GC has not become reliable in either stock or turnaround.
Battie
post #33  on August 22, 2007 - 8:25 AM PDT  
Well, I didn't really believe turn-around times were so horrid until now. I sent three discs back Monday the 13th and GC still hasn't got them. The P.O. might be bad, but I doubt they lost all three discs (or delayed them all).

However, I'd imagine that after GC gets everything sorted out with their new shipping warehouse, things'll get better. But for now...nine days is absolutely ridiculous. Five or six, given how far away I am, is understandable, though it used to be four (and still is, when it comes to receiving discs at my home).

As for that "shipped notification" someone mentioned, it might be a good idea until the new warehouse is all sorted out.
Bambiboo
post #34  on August 22, 2007 - 11:00 AM PDT  
I've been quietly following this and the 'has GC begun throttling' topics since I first noticed slower turn-arounds in July. I am in Oakland and, months later, delivery times haven't improved. It doesn't matter to me anymore whether the problem is with the new envelopes, or with CBT, or with the Oakland post office. I am canceling today.

Fun while it lasted. I appreciate GC's selection too, but I will visit my local indie rental place next time I feel like watching a movie.
Harlock415
post #35  on August 22, 2007 - 11:23 AM PDT  
On Saturday August 18th, I dropped both a GC and Nefllix rental returns in the mailbox. On Monday the 20th, Netflix received my discs and sent me the next ones in my queue. Greencine has not received it. On Tuesday, the 21st I recieived the Netflix discs, the ones I watched that day I dropped in the mailbox that same day. On Wednesday the 22nfdNetlix received those discs and sent out the next i my queue. Greencine still has not received what I sent back from the previous week. I'm still waiting for them to acknowledge the disc I sent back on the 15th. Contacting costomer support so far has yielded no answer.
chris.cornell
post #36  on August 22, 2007 - 12:12 PM PDT  
If anything, turnaround times are getting worse. I just received notice today that they received a disc that I dropped in the mail an entire week ago. This is from the East Bay to Van Nuys, new envelopes, no stamps, etc. I can send mail down there myself and it never takes more than a couple of days.

I'm on the 3-out plan and I don't currently have *any* GC discs at home - they are all floating around somewhere in between here and Van Nuys. It's getting to the point where I'm starting to forget which ones I had or when I shipped them off.
underdog
post #37  on August 22, 2007 - 12:40 PM PDT  
It's continually apparent to us that, while there are obviously some delays and erratic shipping times for people in other places, too, the biggest area of concern remains the East Bay. You can see that here on the boards, too. While you have our assurances that we're working on resolving this as soon as possible, and will do what we can to placate you, we understand why some living there have lost all patience. To those who leave, we hope you'll come back and check us out again. (And thanks again to FGaipa and others for suggestions and brainstorming about this.) We are definitely looking into adding some sort of "advanced shipping/free queue" feature that can allow people to have next discs sent when the previous disc is in the mail/en route. It seems time. We just have to find the best way to implement that and are discussing it now.

These delays are obviously happening in specific pockets, and require some resolution with the USPS to get them to speed things up for us to a more acceptable level. We'll stay in touch with y'all here about that, and are pretty sure you will, too. ;-)
LeapKate
post #38  on August 22, 2007 - 1:45 PM PDT  
FYI. I live in San Francisco and I'm having the same kind of turnaround time issues. I'm TRYING to stay loyal to GreenCine, I've been so happy until the last few months, but I hardly ever have movies to watch anymore, and I'm feeling tempted--as are others here--to switch back, at least in part, to NF. I really hope I don't have to and that this gets better. Oh, and the turnaround hasn't wildly improved with the new envelopes, maybe it shaves a day or two off, but it's still much too long.

> On August 22, 2007 - 12:40 PM PDT underdog wrote:
> ---------------------------------
> It's continually apparent to us that, while there are obviously some delays and erratic shipping times for people in other places, too, the biggest area of concern remains the East Bay. You can see that here on the boards, too. While you have our assurances that we're working on resolving this as soon as possible, and will do what we can to placate you, we understand why some living there have lost all patience. To those who leave, we hope you'll come back and check us out again. (And thanks again to FGaipa and others for suggestions and brainstorming about this.) We are definitely looking into adding some sort of "advanced shipping/free queue" feature that can allow people to have next discs sent when the previous disc is in the mail/en route. It seems time. We just have to find the best way to implement that and are discussing it now.
>
> These delays are obviously happening in specific pockets, and require some resolution with the USPS to get them to speed things up for us to a more acceptable level. We'll stay in touch with y'all here about that, and are pretty sure you will, too. ;-)
> ---------------------------------

underdog
post #39  on August 22, 2007 - 1:59 PM PDT  
Thanks and sorry Kate - just to help us trace this. Is it slower coming back to us, or coming to you, or both equally slow?

Do you mail from home, from a mailbox, or the post office?

Just to help us trace what's up. I work for GC and live in SF too so I'm also seeing varying degrees of success (and failure) depending on when and where I send back.

Belgand
post #40  on August 22, 2007 - 2:27 PM PDT  
> On August 22, 2007 - 1:59 PM PDT underdog wrote:
> ---------------------------------
> Thanks and sorry Kate - just to help us trace this. Is it slower coming back to us, or coming to you, or both equally slow?
>
> Do you mail from home, from a mailbox, or the post office?
>
> Just to help us trace what's up. I work for GC and live in SF too so I'm also seeing varying degrees of success (and failure) depending on when and where I send back.
>
>
> ---------------------------------

As another SF resident it's equally slow both ways and pretty consistent at two days out, one day of processing, and two days back such that a film sent on Monday is received back on Friday. All of my mail goes out from a mailbox because, well, down where I live all we have are mail slots so there's not way to mail from home and the nearest post office is pretty inconvenient. I have, at least once, flagged down my mail carrier and given a disc directly to him, but that didn't affect shipping times.

As for particulars I believe I'm served by the Sloat Avenue post office since they're the ones listed on the mailbox I use and I always have to pick up my held packages there.
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