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1063

Trouble with Greencine
Topic by: skoogurlmimi
Posted: June 25, 2005 - 9:00 PM PDT
Last Reply: July 9, 2005 - 1:50 PM PDT

author topic: Trouble with Greencine
skoogurlmimi
post #1  on June 25, 2005 - 9:00 PM PDT  
ok i have a really big problem. i have sent in my last dvds under my rental to cancel my account. its been 2 weeks and greencine wont regard them as lost. so in 5 days they are probobly gonna make me pay for 1 more month, or pay for 2 dvds i know i sent in.

i live in sacramento, so im about 3 hours away from them. reading the forums, i know that i am not alone with the return rate problems. All would be easily avoidable with a tracking service.

i use first class mail a lot as well. i never have any problems with usps. i send out postcards, letters from work, and never have any problems. my relatives get my letters and pictures within 4 days, and they are up in denver. so why does greencine have cover up such bad service?

woozy
post #2  on June 25, 2005 - 11:20 PM PDT  
> i live in sacramento, so im about 3 hours away from them. reading the forums, i know that i am not alone with the return rate problems. All would be easily avoidable with a tracking service.
>

Tracking service? Does USPS (or any one else) offer tracking service for non-certified, non-priority mail? I'm certainly not willing to pay certified or priority postage for a single disk and I doubt anyone else is. Or is there some other tracking service I don't know about?

---
Ah, I just looked up the usps mail service. For .90 you can take your disk to a post office window and purchase a certificate of mailing so that if GC ever says they didn't recieve something you can prove something was mailed (but it doesn't track that it was ever recieved; just that it was mailed). For $2.30 you can purchase a reciept certification. However both of these must be purchased by the sender (which makes sense; how can they associate it to a piece of mail unless the mail is brought in at the time of mailing?) On the other hand, nothing is preventing the customer from purchasing and using this services if he so desires.

NarcTed
post #3  on June 25, 2005 - 11:46 PM PDT  
In Greencine's defense, I've had a few discs over the last year that were never recieved. I usually let them know after a week and they just sent me the next disc on the queue.

I also work customer service for a software company. I mail a lot of things. I've stamped and mailed them myself, said hello to USPS when they come and pick up our mail and still maybe once or twice a month I've had a customer call to complain they never recieved it. Not much I can do. The postal service is not perfect. They do a good job most of the time. It is odd BOTH discs were not recieved, in my opinion.
Eoliano
post #4  on June 26, 2005 - 11:05 AM PDT  
> ok i have a really big problem. i have sent in my last dvds under my rental to cancel my account. its been 2 weeks and greencine wont regard them as lost. so in 5 days they are probobly gonna make me pay for 1 more month, or pay for 2 dvds i know i sent in.

Stock response: Have you sent an email to Customer Support?
skoogurlmimi
post #5  on June 26, 2005 - 5:11 PM PDT  

> Stock response: Have you sent an email to Customer Support?
> ---------------------------------

yes i have, and they told me to give it a few more days. well its been a week since those few days. and its been 3 days since my last email response. lil disgrunteld sorry.
woozy
post #6  on June 26, 2005 - 7:18 PM PDT  

Did they say they would charge you for another month or for the disks as you claim "they probably will"? I'm not sure what "not acknowledging them as lost" means exactly in a case when you are canceling and thus don't want anymore sent.

Like everyone else, The one time (maybe it was two) I sent back a disk and it wasn't recieved in a week they sent the next in the queue the day after I contacted them. I haven't the slightest idea if they ever recieved it later, or if they eventually declared it lost. I doubt they declared it lost the instant I reported I'd returned it. For all practical concerns on *my* end, declaring it lost was utter irrelevant as long as I wasn't charged for it nor lost any turnaround time. As you are canceling, tournaround time is irrelevant.

lizzoqops
post #7  on June 26, 2005 - 8:44 PM PDT  
Where's Batman when you really need him?
underdog
post #8  on June 27, 2005 - 3:32 PM PDT  
Thanks for chiming in everyone. And sorry for the shipping issues Skoo. We rue the USPS sometimes. Customer service is taking care of this issue offline - let us know if you have any other problems.

Thanks again.

C of GC
artifex
post #9  on June 27, 2005 - 8:12 PM PDT  
As an aside, let me just note that a couple or three weeks ago I got a note from Blockbuster stating they'd received a certain disc back. Well, I'd cancelled my membership around the end of the year, and this disc actually was lost about a year ago. So I think the post office finally found it and mailed it back.

I've actually had a big white crate of mail delayed 2 years by them before I got it, but that's a very long story, and I've already told it here before, anyway :)
FGaipa
post #10  on July 1, 2005 - 10:36 PM PDT  
For longer than I'll admit here, I've had the misfortune of being employed by the USPS at its Main Office in West Oakland. Each night, the most time-consuming of my duites, I inventory the trailers, nearly all of them "empty" or full of "empty" mail-handling hampers and such, in our storage yards.

First time I ever saw GC's square green envelope, long before I joined, is when I retrieved one from an empty trailer. It intrigued me, so the memory sticks. The contractor who does the Sac-Oakland run and others is notorious not just for drivers failing to show up at all but for a moldy trough in the nose of each of his trailers. I've fished out first class mail so old and damp I was loath to touch it. Since 1/1/2004 I've retrieved mail from 700 something "empty" trailers. None of my coworkers bothers to look.

So don't automatically blame GC. So far, in, I'm not sure, maybe six weeks of membership I've had one disk vanish on its way back to GC, and seen disks arrive here all out of order with when GC dispatched them. And I'm just a bridge away from GC. My subscriptions to the Cahiers du cinema, the TLS, Premiere, The NY Observer, Sci. Amer., etc., regularly arrive weeks or months late and out of order. Believe me, I know which organization to blame. I could tell you things much, much worse, but not while USPS is writng my pay checks.

fg

> On June 25, 2005 - 9:00 PM PDT skoogurlmimi wrote:
> ---------------------------------
> ok i have a really big problem. i have sent in my last dvds under my rental to cancel my account. its been 2 weeks and greencine wont regard them as lost. so in 5 days they are probobly gonna make me pay for 1 more month, or pay for 2 dvds i know i sent in.
>
> i live in sacramento, so im about 3 hours away from them. reading the forums, i know that i am not alone with the return rate problems. All would be easily avoidable with a tracking service.
>
> i use first class mail a lot as well. i never have any problems with usps. i send out postcards, letters from work, and never have any problems. my relatives get my letters and pictures within 4 days, and they are up in denver. so why does greencine have cover up such bad service?
>
>
> ---------------------------------

RandomEvent
post #11  on July 9, 2005 - 4:00 AM PDT  
> So don't automatically blame GC. So far, in, I'm not sure, maybe six weeks of membership I've had one disk vanish on its way back to GC, and seen disks arrive here all out of order with when GC dispatched them. And I'm just a bridge away from GC. My subscriptions to the Cahiers du cinema, the TLS, Premiere, The NY Observer, Sci. Amer., etc., regularly arrive weeks or months late and out of order. Believe me, I know which organization to blame. I could tell you things much, much worse, but not while USPS is writng my pay checks.
>
> fg
Is there a chance you could write an anonymous letter to upper management? I'd think if it's that bad...they might want to do something about it.
Battie
post #12  on July 9, 2005 - 8:50 AM PDT  
> On July 9, 2005 - 4:00 AM PDT RandomEvent wrote:
> ---------------------------------
> Is there a chance you could write an anonymous letter to upper management? I'd think if it's that bad...they might want to do something about it.
> ---------------------------------

You realize, of course, that the post office is a government-run "business," and not a normal business like FedEx?
FGaipa
post #13  on July 9, 2005 - 1:50 PM PDT  
The best and probably only thing GreenCiners can do about disks vanished in transit is to complain to the USPS. The national complaint page is (not a joke): http://hdusps.esecurecare.net/cgi-bin/hdusps.cfg/php/enduser/std_adp.php?p_faqid=6437&p_created=1106072499&p_sid=hodwF1Kh&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PWRmbHQmcF9ncmlkc29ydD0mcF9yb3dfY250PTU5JnBfc2VhcmNoX3R5cGU9c2VhcmNoX25sJnBfcHJvZF9sdmwxPSZwX3Byb2RfbHZsMj0mcF9wYWdlPTEmcF9zZWFyY2hfdGV4dD1wcm9ibGVt&p_li= (Or you could try to navigate menus that don't want you to arrive.)

Better might be to complain locally. Do it in writing, with as much detail as possible. Be polite but indignant, not unreasonably patient. Mention competitors like UPS, FedEx, etc.

Though most have retired now, not so long ago a large contingent within the USPS were retired military "double-dipping." Your lost disks are absorbable loss, part of a reasonably small percentage, collateral damage, however you want to put it. Managers focused on complaints and quality control tend to be new-wave. They over-react. They seldom touch mail, so they're all too willing to blame and correct those who do. If you luck onto one who's competent (or looking to move up), she may actually help. Tiny newssheets like Hokubei Mainichi get red-carpet treatment because they complain. For the same reason, the Christian Science Monitor receives better handling than the NY Times and others. If enough of you complain, someone at USPS might decide to make lower-level managers and even line workers hyper-aware of the green envelope.

But even if you achieve that, now and then machinery will eat a disk.

fg

> On July 9, 2005 - 4:00 AM PDT RandomEvent wrote:

> Is there a chance you could write an anonymous letter to upper management? I'd think if it's that bad...they might want to do something about it.
> ---------------------------------

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