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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
gnohymmij
post #41  on August 22, 2007 - 3:16 PM PDT  
I did the calculations above and am not in the East bay (not that there's anything wrong with that ;-) ). I'm in the Peninsula area (SFO, San Mateo, Redwood City) -- add that to your area of concerns please.

> 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. ;-)
> ---------------------------------

jwarren
post #42  on August 22, 2007 - 7:55 PM PDT  
"and will do what we can to placate you"

How about a refund? Your speed of service has decreased to the point that I'm getting half the movies I used to for the same price. While you 'discuss' options, we are all still paying for less service.

You want to make things right?

R-E-F-U-N-D



NLee
post #43  on August 22, 2007 - 11:02 PM PDT  
I'm in New Hampshire and mailing time to/from GC San Francisco used to take three days each way. So my shortest round-trip time was 7 days under optimal conditions. In practice the average comes out closer to 9 days. That means 9-10 movies a month.

With the new GC shipping center, mailing time from GC to me is still 3 days (most of the time). But disc return time now ranges from 4 to 6 days. So now my new turn-around time is 8-10 days. That means 8-9 movies a month.

No, I'm not going to bitch about getting one less movie per month. I have better things to do with my time. In fact, I rather be bitching about other people's bitching instead.

[Start Bitching]
Everyday, we hear some people from Bay area complaining about no longer getting 3-day turn-around time. Those people seem to expect GC to send them 20-30 movies per month on a 3-out plan. At nearly $2 per movie just for postage, GC is obviously losing money on this kind of customers. It makes business sense for GC to get rid of those un-profitable customers. Because it is either this, or GC has to go out of business.

But of course you'll never get any GC staff to admit this (Okay, maybe doozer will - when she's drunk). So I just have to spell out this message for GC:

"Attention all BATMAN from Bay Area: Get Lost of Shut Up!!"

[End Bitching]

BTW Battie, you are such an UNGRATEFUL B****, and I say it with love.

(BLOND, that is)
Catullus
post #44  on August 22, 2007 - 11:33 PM PDT  
well if you guys think this stuff is all so bad I think you should know that Netflix ran over my dog and ate my first born child.

I pretty much equate most of the complaining thats going on in here with the fat people who go to buffets and aren't satisfied unless they feel the buffet lost money from them coming in there and eating lots of food.

SRSLY I agree with nlee and hes a repub so thats about the only time you will evar see that happen.

Misspellings and word shortenings are intentional because I hate the english/grammar police (e intentionally uncapitalized)
woozy
post #45  on August 23, 2007 - 12:02 AM PDT  
> On August 22, 2007 - 11:02 PM PDT NLee wrote:
> ---------------------------------
> Everyday, we hear some people from Bay area complaining about no longer getting 3-day turn-around time.

Actualy, I'm complaining that I'm no longer getting *2*-day turnaround time.

>Those people seem to expect GC to send them 20-30 movies per month on a 3-out plan.

Not 30 but 18-22, yes. Yes, I know it sounds shallow and selfish and, well, yes, I know it *is* shallow and selfish. But it *is* what we had come to expect when we signed up and it is what we used to evaluate whether we were going to be customers of GC to begin with. Obviously, we had different criteria for joining GC as we would never have joined GC under the conditions you did, but never the less our reasons are our own much as yours are yours.

On the other hand, I agree with you about the interminable bitching. My feeling is we had a good run but, sigh, it's over so if we really are only fair weather fans (which it 'tis entirely within our jurisdiction to be) and we can stand the sudden downpour, we ought to just graciously leave and not bitch about how *dare* GC change the weather.

> At nearly $2 per movie just for postage, GC is obviously losing money on this kind of customers.

Well, that was the latest postage rate. The new postage without the inserts and weird envelope sides I'm sure the postage is way down.

> It makes business sense for GC to get rid of those un-profitable customers. Because it is either this, or GC has to go out of business.
>
Well, all customers were unprofitable at those rates. If GC wanted only profitable costumers they could raise the monthly subscription of the three out plan to $100 a month. Those customers are *very* profitable.

My point is its a bit much to call 18-22 on a three-out plan "unprofitable" or "unreasonable" when that is actually pretty much the norm. Now maybe GC is worth more than norm (you obviously thought it was when you signed up because you always paid more than the norm), and maybe we shallow fair weather fans ought to show a little more appreciation for it being worth more than the norm, but you have to admit, GC is (currently) more than the norm.

But you are right. If the deli is too far away and charges too much we should ... stop going there.



>
> BTW Battie, you are such an UNGRATEFUL B****, and I say it with love.
>
> (BLOND, that is)

Oh, be nice to Battie. She lives in hell with killer Horseflies and handles herself with grace.


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

chris.cornell
post #46  on August 23, 2007 - 12:44 AM PDT  
Wow, how unbelievably rude!

I made a single post, thinking they might want to know that movie turnaround times have tripled to my area. I know, call me crazy, but I think that's the kind of thing that needs to be drawn to someone's attention. And now everyone in our area is told to stuff it and deal with it?

For the record, I think GC is to be commended for actually responding to these concerns and acting like they want to resolve them. (As a matter of fact, they specifically *asked* for us to let them know when mailings get that slow, so I don't feel bad for posting it.)

I don't care who you are... if you subscribed to a service and it suddenly slowed down to 1/3 of your previous service, you wouldn't just deal with it in silence. Nor should you.
woozy
post #47  on August 23, 2007 - 12:49 AM PDT  
> On August 23, 2007 - 12:44 AM PDT chris.cornell wrote:
> ---------------------------------
> Wow, how unbelievably rude!
>
> I made a single post,

Why do you assume NLee is writing about you specifically?
artifex
post #48  on August 23, 2007 - 1:06 AM PDT  
> On August 22, 2007 - 8:25 AM PDT Battie wrote:

> 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).

You and I both live in Dallas, but we apparently have very different postal service. I used to get my discs in 2-3 days, back when I first subscribed. I'm now used to times more like a week or longer, though. For a long time. Maybe almost the last year.

I haven't turned my account back on yet (I'm on vacation from both GC and NF because I'm jobhunting and broke) but I'm interested more than ever in seeing what the times will be like when I return, now that I know yours have been faster than mine for a while.
mrfuzion
post #49  on August 23, 2007 - 3:27 AM PDT  
I'm not sure about the other folks, but I also live in the San Francisco Peninsula area, about two towns over from Redwood City, and I've been having NO problems with turnaround. NONE. Everything is working just the same as it did before the move, and I've not had one day of trouble or had to wait any extra period of time for things to get to me or get back. So please don't speak for the entire Bay area that there are problems, and only speak to your own issue. I've spoken to seven other members in this area who also have had no problems whatsoever with turnaround times.
NLee
post #50  on August 23, 2007 - 7:28 AM PDT  
> On August 22, 2007 - 11:33 PM PDT Catullus wrote:
> ---------------------------------
> SRSLY I agree with nlee and hes a repub so thats about the only time you will evar see that happen.
> ---------------------------------

Hey, I resent that statement! Except for those two horns on our foreheads, we Republicans are no different from Democrats.

Besides, I consider myself more of a "Giuliani Republican" now.
Battie
post #51  on August 23, 2007 - 10:14 AM PDT  
> On August 22, 2007 - 11:02 PM PDT NLee wrote:
> ---------------------------------
> I'm in New Hampshire and mailing time to/from GC San Francisco used to take three days each way. So my shortest round-trip time was 7 days under optimal conditions. In practice the average comes out closer to 9 days. That means 9-10 movies a month.
>
> With the new GC shipping center, mailing time from GC to me is still 3 days (most of the time). But disc return time now ranges from 4 to 6 days. So now my new turn-around time is 8-10 days. That means 8-9 movies a month.
>
> No, I'm not going to bitch about getting one less movie per month. I have better things to do with my time. In fact, I rather be bitching about other people's bitching instead.
>
> [Start Bitching]
> Everyday, we hear some people from Bay area complaining about no longer getting 3-day turn-around time. Those people seem to expect GC to send them 20-30 movies per month on a 3-out plan. At nearly $2 per movie just for postage, GC is obviously losing money on this kind of customers. It makes business sense for GC to get rid of those un-profitable customers. Because it is either this, or GC has to go out of business.
>
> But of course you'll never get any GC staff to admit this (Okay, maybe doozer will - when she's drunk). So I just have to spell out this message for GC:
>
> "Attention all BATMAN from Bay Area: Get Lost of Shut Up!!"

> [End Bitching]
>
> BTW Battie, you are such an UNGRATEFUL B****, and I say it with love.
>
> (BLOND, that is)

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

Not at all. ;) I'm not overly upset about it. I *am* in Texas, after all. Six movies a month would be a fair price. I have some flicks here at the house I haven't watched (I'm still intending to watch Space Marines and Ripley's Game sometime soon [again, that is]), but I never got around to it). But I was surprised to see that these threads weren't...exaggerated, which I thought they were. (Yeah, three days wouldn't be an issue for me, though. With Netflix, some of my flicks would take three or four days. It was throttling, back before throttling got out, but I just assumed it was normal. I think the distro center was pretty close by, too, at the time.)

The only reason I said something at all is because I'm itching to see Color Me Kubrick (otherwise, I'd have probably ignored my queue entirely and never noticed a delay, lol). I'm considering spending $5 of my long-saved motherboard money at Blockbuster if they have it. I love John Malkovich! XD I'll probably wait 'till tomorrow and if the movies haven't been freed in the queue, I'll likely make a trip to BB. (It's funny, I know have the money for a motherboard, but no will to shop for one online. Did it last week and became frustrated by specs varying between store product page and manufacturer product page. DX)

"Hold my watch, because if it breaks, I'll kill everyone on this train." Muwahahaa!

This heated subject makes me sad. Where's the rum?
woozy
post #52  on August 23, 2007 - 10:27 AM PDT  
> On August 23, 2007 - 10:14 AM PDT Battie wrote:
> ---------------------------------
> This heated subject makes me sad. Where's the rum?
> ---------------------------------

I have rum. And lime infused vodka. and gin. and kahlua. And 78 bottles of wine. Come over. We can have a party, watch "Gay as Folks" and make prank phone calls to Sonja Blue, Bowwow, and NLee.

Battie
post #53  on August 23, 2007 - 10:27 AM PDT  
> On August 23, 2007 - 1:06 AM PDT artifex wrote:
> ---------------------------------
> You and I both live in Dallas, but we apparently have very different postal service. I used to get my discs in 2-3 days, back when I first subscribed. I'm now used to times more like a week or longer, though. For a long time. Maybe almost the last year.
>
> I haven't turned my account back on yet (I'm on vacation from both GC and NF because I'm jobhunting and broke) but I'm interested more than ever in seeing what the times will be like when I return, now that I know yours have been faster than mine for a while.
> ---------------------------------

Well, technically I live in a surburb of Dallas. The "D/FW metro area," but I get what you're saying. I haven't had GC service this entire time, just since the 7th or so. And a few months last year. But even when I first joined, it was usually 4-5 to GC, 4 to me. It seemed like the only time it took longer than six days, the disc was lost. Or maybe *really* *really* delayed. In other words, one disc, one Post Office screw-up. I'd think it was the P.O. again (evil Satanists that they are), but it's all three discs. I just feel bad for GC right now. It's got to be a massive headache, and I would imagine more than a few people have cancelled or suspended their accounts.

On the plus side, getting them out to me was quick. Shipped on the 7th, got them the 11th.
Battie
post #54  on August 23, 2007 - 10:29 AM PDT  
> On August 23, 2007 - 10:27 AM PDT woozy wrote:
> ---------------------------------
> I have rum. And lime infused vodka. and gin. and kahlua. And 78 bottles of wine. Come over. We can have a party, watch "Gay as Folks" and make prank phone calls to Sonja Blue, Bowwow, and NLee.
> ---------------------------------

Oooh, Kahlua! Now all we need is Irish Cream and Buttershots. XD Think I might have some this weekend (I finished my bottle of IC Saturday after moving furniture and cleaning from 5am till 7pm - it was a good relaxing tool, heh).

Oi, now I'm craving Irish Cream!! Noooooo!

(Sulks back into the corner since this is all quite off-topic.)
toastandkeri
post #55  on August 23, 2007 - 11:01 AM PDT  
*sigh* still seeing 4 or 5 business day return time for movies from San Jose, CA. It seems to be one week we get things in a couple days and they return fairly quickly...then the next week is slow. Rinse, lather, repeat.
woozy
post #56  on August 23, 2007 - 12:09 PM PDT  
> On August 23, 2007 - 11:01 AM PDT toastandkeri wrote:
> ---------------------------------
> *sigh* still seeing 4 or 5 business day return time for movies from San Jose, CA. It seems to be one week we get things in a couple days and they return fairly quickly...then the next week is slow. Rinse, lather, repeat.
> ---------------------------------

Well, at least GC is trying. I do think its been firmly established we're having post office problems. (i.e. post office isn't recognizing the disks as first class rather than third.) Not sure how to solve it. I guess GC needs to locate offending post offices and chew them out.

> On August 23, 2007 - 10:29 AM PDT Battie wrote:
> ---------------------------------
> > On August 23, 2007 - 10:27 AM PDT woozy wrote:
> > ---------------------------------
> > I have rum. And lime infused vodka. and gin. and kahlua. And 78 bottles of wine. Come over. We can have a party, watch "Gay as Folks" and make prank phone calls to Sonja Blue, Bowwow, and NLee.
> > ---------------------------------
>
> Oooh, Kahlua! Now all we need is Irish Cream and Buttershots.

Mmmm, I *do* need to get some Irish Cream. I have half and half for my coffee but I'm not sure I want to drink it in cocktails. It's not ... Well, let's say it is still fresh enough for coffee.

> Oi, now I'm craving Irish Cream!! Noooooo!
>
Me too.

Hey, So you never told me what you thought of my lego tribute to you! You can see my tribute to Sonja Blue and others here.

Battie
post #57  on August 23, 2007 - 12:21 PM PDT  
> On August 23, 2007 - 12:09 PM PDT woozy wrote:
> ---------------------------------
> Hey, So you never told me what you thought of my lego tribute to you! You can see my tribute to Sonja Blue and others here.
> ---------------------------------

Bigger bewbs, longer hair and more drinky-drink. XD Kidding. Though perhaps a quasi-evil expression would do Lego Battie more justice.
janeskid
post #58  on August 23, 2007 - 2:00 PM PDT  
Reno again, times from Greencine to Reno seem to have settled in to about what they were in May.

Time from Reno to Greencine are still taking noticably longer.

It is hard to believe USPS takes much longer one direction than the other. Could we be seeing a glitch in the check-in system at Greencine?

Is there some remediation in the works so we can report what appears to be unreasonable return times?
weezy
post #59  on August 23, 2007 - 4:05 PM PDT  
> On August 23, 2007 - 2:00 PM PDT janeskid wrote:
> ---------------------------------

> It is hard to believe USPS takes much longer one direction than the other. Could we be seeing a glitch in the check-in system at Greencine?
>
> Is there some remediation in the works so we can report what appears to be unreasonable return times?
> ---------------------------------

We have not changed our process of checking in returns and shipping out new DVDs on the same day.

What we're doing here at GreenCine from an operational standpoint is trying to create a balance between shipping times, break rates, and inventory stock in order to create the best customer experience and deliver the most value to our customers. Without going into the details, there is a reason it takes longer on the return that is connected to all the issues mentioned above, but the delay shouldn't be any longer than a day added to the return delivery time. We are currently in the process of contacting post offices from "problem areas" (such as Oakland) to ensure that our discs are being handled in the proper manner, which should result in 1-3 day return times.

We ARE working on ways to get the return times down by testing technological AND operational modifications to the current shipping process. I can say that we believe our next envelope iteration and future technologies will further help delivery times. Good to hear in general you're seeing the same improvements in shipping times as we are on our end!
gnohymmij
post #60  on August 23, 2007 - 6:56 PM PDT  
> On August 23, 2007 - 3:27 AM PDT mrfuzion wrote:
> ---------------------------------
> I'm not sure about the other folks, but I also live in the San Francisco Peninsula area, about two towns over from Redwood City, and I've been having NO problems with turnaround. NONE. Everything is working just the same as it did before the move, and I've not had one day of trouble or had to wait any extra period of time for things to get to me or get back. So please don't speak for the entire Bay area that there are problems, and only speak to your own issue. I've spoken to seven other members in this area who also have had no problems whatsoever with turnaround times.
> ---------------------------------


I didn't mean to represent the entire bay area and apologize if it came off that way. I'm glad things are working the same for you.

That said, I AM speaking of my own issue: San Mateo -- there's a problem -- please fix.


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