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1063

ARRRGHHH 10 day turnaround time?
Topic by: anna1770
Posted: March 29, 2004 - 5:16 PM PST
Last Reply: May 4, 2004 - 9:10 AM PDT

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author topic: ARRRGHHH 10 day turnaround time?
anna1770
post #1  on March 29, 2004 - 5:16 PM PST  
You guys seriously need an East Coast discount! I'm a movie *fanatic* and the 10 day turnaround time has got me tearing my hair out, desperate for a new movie. (I live in Massachusetts.)

You are the only mail-order place that has the movies I want to see and rent-by-mail is certainly more convenient. At this rate, though, it's hard to justify the cost vs. "walking to the local indie rental place and picking it up off the shelf." (Most B&M rental places count small sets as a single rental too.)

I'm counting the time it takes between when I receive a movie, send it back, and receive the next movie. I've got the 4-at-a-time plan so I don't go into withdrawal. Before you guys, I was a Netflix subscriber for 2 1/2 years. Excluding new releases, I literally ran out of 'Flix I wanted to see at Netflix! ;o)

Please, Greencine, open another distribution center or give us East Coasters a discount!

kegsy
post #2  on March 30, 2004 - 12:28 PM PST  
Welcome to the club Anna

You are now a member of the long turn around time club :)
abogard
post #3  on April 10, 2004 - 7:21 AM PDT  
> On March 30, 2004 - 12:28 PM PST kegsy wrote:
> ---------------------------------
> Welcome to the club Anna
>
> You are now a member of the long turn around time club :)
> ---------------------------------

I wonder why they don't address this issue if it's really bothering the customers, I think the advance return idea is a good one to start up. Seriously, the turnaround times makes it impossible for an east coast customer to be a member more than two months. At least I don't think I can be a member for long because it takes at leat week and a half turnaround for a single DVD.
ndspider
post #4  on April 10, 2004 - 10:10 AM PDT  
Hey anna,
I live in boston too! GC is so damn slow. I was in netflix and the movies came so fast. I want to support GC but, they don't even respond to our concerns. This is a f'ing ripoff!
IWhitney
post #5  on April 10, 2004 - 4:08 PM PDT  
> On April 10, 2004 - 10:10 AM PDT ndspider wrote:
> ---------------------------------
> Hey anna,
> I live in boston too! GC is so damn slow. I was in netflix and the movies came so fast. I want to support GC but, they don't even respond to our concerns. This is a f'ing ripoff!
> ---------------------------------


Playing devil's (or GC's) advocate, I'm in DC and am getting discs in 3-4 days. Maybe the post office just hates you.
manfarang
post #6  on April 11, 2004 - 9:52 AM PDT  

> Playing devil's (or GC's) advocate, I'm in DC and am getting discs in 3-4 days. Maybe the post office just hates you.
> ---------------------------------


On the other hand, I also live in DC and my experience is, on average, 7-8 days turnaround.
IWhitney
post #7  on April 11, 2004 - 11:34 AM PDT  
> On April 11, 2004 - 9:52 AM PDT manfarang wrote:
> ---------------------------------
>
> > Playing devil's (or GC's) advocate, I'm in DC and am getting discs in 3-4 days. Maybe the post office just hates you.
> > ---------------------------------
>
>
> On the other hand, I also live in DC and my experience is, on average, 7-8 days turnaround.
>
> ---------------------------------

Well, that would match my experience. Getting discs in 3-4 days + 3-4 days for return = 6-8 days. Confusion of terminology.

Would I like it to be faster? Sure. Do I consider it a deal-breaker? No. I'm more concerned about disc availability than I am about shipping. But I also have 2 other DVD rental services to satisfy my needs.
artifex
post #8  on April 11, 2004 - 2:17 PM PDT  
> Would I like it to be faster? Sure. Do I consider it a deal-breaker? No. I'm more concerned about disc availability than I am about shipping. But I also have 2 other DVD rental services to satisfy my needs.

What's the non-NF one? :)
I use NF for ones I want right away, assuming they have them, but GC is where I keep most of my titles stored.
underdog
post #9  on April 11, 2004 - 2:35 PM PDT  
> On April 10, 2004 - 10:10 AM PDT ndspider wrote:
> ---------------------------------
> Hey anna,
> I live in boston too! GC is so damn slow. I was in netflix and the movies came so fast. I want to support GC but, they don't even respond to our concerns. This is a f'ing ripoff!
> ---------------------------------


Not just directed at you but at everyone who posted here -- thanks for voicing your concerns. Listen, if you write to customer service or any of other email addresses, I guarantee we'll respond to your concerns. If you vent on the boards (which you are certainly allowed to do!) it will take a bit longer for one of the GreenCine staffers to get back to you. That's one.

Secondly, there have been some responses already posted to previous discussions about east coast wait times -- so just to get up to speed about topics like the thought of an east coast distribution center, and USPS issues, read through the boards first just to see what else has been said.

But just to cut to the chase: this *is* a concern for us, and we *have* been addressing the issue -- with whatever we can do at the moment: working with the USPS directly, trying different mailers, shipping weights, etc. There has been some experimentation, as some of you may have noticed, with this. The problems with such delays have almost unilaterally been USPS related. yes, an east coast distribution center would cut down on times to some east coast customers, but wouldn't guarantee light speed. As has been mentioned previously, opening a shipping center doesn't just happen easily, or cheaply. We have that as one of our aims as soon as it is financially feasible, and will let you know. In the meantime, we're hoping some new mailing devices and work with the USPS will help improve some delays that some of you are experiencing on the other side of the Mississippi.

When things seem particularly delayed, do feel free to email our support staff (support@greencine.com) for help or advice. Thanks for your patience!

best,
Craig of GreenCine
(editorial, but stepping in on Easter Sunday to speak for other staffers)
JBellows
post #10  on April 11, 2004 - 2:46 PM PDT  
I've got my own shipping issues (and availability...but that's another thread) but just to chime in: I believe things are being handled well. The staffers are working themselves to the bone so its not bureaucracy at GC that's to blame. Just so you know, I know a person who works at the P Office and the word is that mail moves quickly in transit but SLOWLY at the distribution centers. There are three pickup times on Saturday at his station, he says, but mail doesn't actually get out until Monday noon!
ivygirl
post #11  on April 11, 2004 - 2:56 PM PDT  
I'd like to cast another vote for who is at fault: the USPS!

GC ships all the DVD's to me on the same day, yet they arrive scattered throughout the week. USPS sucks. Plus, your mailman is probably watching your DVD's.

My DVD's are even coming all rubber banded together. I am just waiting for little post-it notes with the mail staffs likes and dislikes on them.
jeffs
post #12  on April 12, 2004 - 2:24 PM PDT  
Personally, I've noticed some very odd things this week. Very wacky time differences going in both directions (I'm in Albany, NY). A disc mailed on Friday got here today yet one mailed on Wednesday still isn't here. Only problem is that both discs are in the same series :( Mailing discs back has been the same thing. Looks like ones that were sent back the same day arrived like 2-3 days apart. I wonder if there is something up at the USPS this week like maybe they are trying a new system for some of their mail or something.

I'm certainly not going to complain if GC opens up an east coast center. It might save me a few days turn around, but I'm not convinced its going to be all that significant. Seems that it's all about making things consistant. If I can have a 6 day turnaround, why can't I always have a 6 day turnaround? Seeing that this issue is out of GC's contol I think they have done a fairly good job of doing what they can about it.
anna1770
post #13  on April 12, 2004 - 2:37 PM PDT  
Actually my postman does steal my DVDs, but I make him return them to me the same day (...he *is* my dad, after all!)

I don't think Greencine is lying about when they receive stuff or any conspiracy theories like that-- I agree that the bottleneck is the USPS. Heck, I *expect* it take 4-5 days to truck a first class envelope across the country.

I dig Greencine's selection. I dig Greencine's concept. I am, however, paying $12.00 a month MORE to get 25-40% FEWER movies (depending on how many of the 4 "sent" dvds are delivered before the month's up). Seriously... that's almost twice as much money!
loucyphre
post #14  on April 12, 2004 - 10:20 PM PDT  
Ahhh... so I'm far from being alone. I'm based in Florida and when I ordered the first batch of DVDs, they got here in 3-4 days. A very nice turnaround.

Then, I sent those discs back and awaited my new discs. Well, although they shipped on March 30th, I finally got them today... April 12th! Two weeks just to ship?!? What is up with the post office? Also, I noticed that although I was recieving eight discs, I got seven packages - the eighth was simply rubber banded to the others.
kamapuaa
post #15  on April 13, 2004 - 12:14 AM PDT  
> Then, I sent those discs back and awaited my new discs. Well, although they shipped on March 30th, I finally got them today... April 12th! Two weeks just to ship?!? What is up with the post office? Also, I noticed that although I was recieving eight discs, I got seven packages - the eighth was simply rubber banded to the others.

I can't say without seeing, but the problem may not be a curious postman - I've noticed more than a couple times, that the foam envelope protectors are large enough that they burst open the sides of the envelope. When this happens, I could believe if I shaked the envelope just a little, the disk would slip out. Before mailing it back, I re-attach the envelope with clear packing tape, making sure not to cover the stamps, which the post office hates.

Anyway, I live approximately a 15 minute drive from Greencine. When it's going all the way to Florida, I can believe that the occasional disk makes its way out of the envelope for this reason.
anna1770
post #16  on April 13, 2004 - 10:56 AM PDT  
SUPER HUGE THANKS to Greencine for resolving this via e-mail.
loucyphre
post #17  on April 13, 2004 - 10:23 PM PDT  
> On April 13, 2004 - 12:14 AM PDT kamapuaa wrote:
> ---------------------------------
>
> I can't say without seeing, but the problem may not be a curious postman - I've noticed more than a couple times, that the foam envelope protectors are large enough that they burst open the sides of the envelope. When this happens, I could believe if I shaked the envelope just a little, the disk would slip out. Before mailing it back, I re-attach the envelope with clear packing tape, making sure not to cover the stamps, which the post office hates.
>
> ---------------------------------

Thanks, your advice is much-appreciated. Green Cine seems to agree that the package was damaged or something, although the film that was out of packaging was not padded... at least not when it got here.

One thing I should mention is that the customer service at Green Cine has been very good. So, if I had to go through this, at least I had some people who seemed to actually care about customer satisfaction. I let the people at CS know that the discs finally got here and in what condition. I got the following reply, snipped a bit by me because of length:

"This is definitely not indicative of typical shipping time so your next set of rentals should definitely get to you within 3-4 days. A 2 week credit in the amount of $19.98 has been posted to your account as a token of our apology for this delay. Thanks for your help and understanding. It's greatly appreciated."

Well, that's certainly above and beyond the call of duty, so thanks to Green Cine and I'll give them a few more chances to see how things work out. Like I said, I love the selection at this place.
NLee
post #18  on April 14, 2004 - 7:35 AM PDT  
> On April 11, 2004 - 2:56 PM PDT ivygirl wrote:
> ---------------------------------
> GC ships all the DVD's to me on the same day, yet they arrive scattered throughout the week. USPS sucks. Plus, your mailman is probably watching your DVD's.
> ---------------------------------

Ever noticed that there are two round stickers at the top and bottom of the GC envelop? I once received two GC envelops with all four stickers broken, even though the discs are still inside. Just out of curiosity, I found a way to removed the disc without opening the envelop. It was easy!

I'm not implying anything, of course.
emrys
post #19  on April 15, 2004 - 2:10 PM PDT  
Is anybody else in the Seattle area experiencing spotty USPS for your GC discs? I find it takes an extra 2 or 3 days than it really should for a new DVD to get to me.
artifex
post #20  on April 16, 2004 - 4:58 AM PDT  
> Ever noticed that there are two round stickers at the top and bottom of the GC envelop? I once received two GC envelops with all four stickers broken, even though the discs are still inside. Just out of curiosity, I found a way to removed the disc without opening the envelop. It was easy!

I think that's going to be highly unlikely that you'll be able to do that, soon.
I've just received two discs from GC that have big thick cardboard "stiffeners" in them, and I have to say I'm very pleased by the results, so far.
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