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

page  <<  11  12  13      prev | next
author topic: Turnaround times getting unbearable
vexkitten
post #221  on September 20, 2007 - 6:36 PM PDT  
Ten days for my last turnaround. I dropped the disc in the mail on Monday, September 10th. I got it today, the 20th! TEN DAYS.
Belgand
post #222  on September 20, 2007 - 7:30 PM PDT  
Has anyone else noticed a certain newly locked thread? I made some comments regarding this in a new, fresh thread, but that was promptly deleted because, well, it's something they clearly don't want us talking about.

I would say that going back and re-reading the early days of the "Has Greencine begun throttling?" thread up through about page three (especially Weezy's post on July 20th) and when you compare previous statements to newer revelations, well, a close eye to detail should reveal all.
JKlugman
post #223  on September 20, 2007 - 7:47 PM PDT  
I am a new member who lives in Philadelphia. I knew I was in for longer shipping times than with, say, Netflix, but I have to say I am a little surprised at how much longer they are. (I mailed a DVD back on Saturday, 9/15, and GC still hasn't received it yet). Whatever happened to those CBT multiple distribution centers (mentioned in the "Has GreenCine Begun Throttling" thread) that were supposed to improve turnaround times for East Coasters? Did that deal fall through?
Belgand
post #224  on September 20, 2007 - 8:26 PM PDT  
> On September 20, 2007 - 7:47 PM PDT JKlugman wrote:
> ---------------------------------
> I am a new member who lives in Philadelphia. I knew I was in for longer shipping times than with, say, Netflix, but I have to say I am a little surprised at how much longer they are. (I mailed a DVD back on Saturday, 9/15, and GC still hasn't received it yet). Whatever happened to those CBT multiple distribution centers (mentioned in the "Has GreenCine Begun Throttling" thread) that were supposed to improve turnaround times for East Coasters? Did that deal fall through?
> ---------------------------------

AFAIK GreenCine is still shipping through CBT (right now it looks like GreenCine is actually owned by them in some form) and from what I can tell about them from looking around the web they have centers in Southern California (that'd be the Van Nuys one we've come to know) and I believe one in New Jersey. I'm not certain if they have any other centers and I don't think that GreenCine is shipping from any center other than Van Nuys at the moment.

From the looks of things a new system is coming about that really should mean you don't spend as much time waiting on DVDs to get received. I found information on the web that strongly points to the method of the new system, but GC deleted my post about it because, well... a couple of reasons apparently, but it ultimately sounded like they just didn't want me talking about certain things.

I will say that based on what I've found it's definitely an idea that's been suggested here before. Don't know why they want to be so hush-hush about it considering we've speculated on it before.
eddypcj
post #225  on September 24, 2007 - 9:39 PM PDT  
Ok, so I complained a a few times about delivery backups: I'm pleased to say that the last 2 DVD's were sent and received promptly like the good old days. Hopefully I can look forward to a continuation of the speed that I was used to before the recent changes...

Hooray!
vexkitten
post #226  on September 26, 2007 - 10:18 PM PDT  
"Ten days for my last turnaround. I dropped the disc in the mail on Monday, September 10th. I got it today, the 20th! TEN DAYS."

Okay, to be fair, my next 2 came a few days later, a MUCH faster turnaround. So maybe the situation is improving.
woweezowee
post #227  on October 5, 2007 - 5:52 PM PDT  
So does the East Bay count in this fixing stuff for SF? I've read through most of this thread after waiting much longer for dvds over the past few months. This week I had one dvd which was broken and unplayable, sent it back Sunday 9/30, GC still hasn't received it back and it's now 10/5. I sent back my other dvd on Wednesday, 10/3. We'll see which one arrives first. It seems like whatever fixes were in the works two weeks ago are still not corrected.

I'm about to switch to NF after finding they had all the movies I wanted to see. I've had two minor issues over there which were resolved quickly and easily because they had a *human being* available immediately *by phone*. Why doesn't GC have a phone number available for customers?
SDerian
post #228  on October 17, 2007 - 6:30 PM PDT  
94109 resident still waiting for two discs supposedly sent out 10/10 and today is 10/17.
SDerian
post #229  on October 18, 2007 - 6:21 PM PDT  
> On October 17, 2007 - 6:30 PM PDT SDerian wrote:
> ---------------------------------
> 94109 resident still waiting for two discs supposedly sent out 10/10 and today is 10/17.
> ---------------------------------

still waiting, 10/18, no discs to watch!
akagaare
post #230  on October 19, 2007 - 12:14 AM PDT  
There was a post put up at the beginning of August saying things were getting better, then mid-September there was supposed to be a big announcement within a week. Now it's mid-October and while I've had a few 4 day turn-arounds to SF, I've also had multiple 7 day waits, involving emailing you about how you/I never got the DVD, having to wait another 4 days. Just curious whatever happened to that big announcement.

I've been looking over the forums all night trying to figure out what's going on but all I see is GreenCine saying it will be fixed and it's been two and a half months since all this started. I've heard all the reasons why it takes a long time, how you're a small company, and I love how you offer the forums and the blogs and primers (are you still doing GreenCine screenings in SF - those seem to have disappeared) but I'm kind of wondering now if all of us who are spending a good amount of money (and time sending emails that we never got our discs) get a reward when all of this is said and done.

And when is this going to be said and done?
FGaipa
post #231  on October 19, 2007 - 1:39 PM PDT  
This exchange from another thread might interest you guys:

"> On October 17, 2007 - 11:55 PM PDT BF42 wrote:

> Hey, I live less than 20 miles from Van Nuys, the new home for GreenCine. It takes me 20 minutes to drive there, yet for some reason it takes at least two days for a DVD to show up as returned, sometimes more.
> ---------------------------------

That lends some credence to my suspicion from day one that the Van Nuys plant has been fudging its performance figures. None of us at the East Bay USPS can figure out where Oakland-Van Nuys fcm would be during a two to seven-plus day hiatus. There's simply no place in our plant for that much fcm mail to hide on that regular a basis.

Twenty miles is a long way I guess. But if you ever find yourself going that way anyway, here's a great way to test Van Nuys' credibility: The plant has to have an office with some sort of mail drop. Go there and without attracting attention, "mail" your disk in person. Drop it in the plant mailbox and see how many days it takes to turn up "received" in your queue.

I'd really like to hear the result, and I bet Underdog and associates would too.

fg"
Belgand
post #232  on October 19, 2007 - 5:29 PM PDT  
> On October 19, 2007 - 1:39 PM PDT FGaipa wrote:
> ---------------------------------
> This exchange from another thread might interest you guys:
>
> "> On October 17, 2007 - 11:55 PM PDT BF42 wrote:
>
> > Hey, I live less than 20 miles from Van Nuys, the new home for GreenCine. It takes me 20 minutes to drive there, yet for some reason it takes at least two days for a DVD to show up as returned, sometimes more.
> > ---------------------------------
>
> That lends some credence to my suspicion from day one that the Van Nuys plant has been fudging its performance figures. None of us at the East Bay USPS can figure out where Oakland-Van Nuys fcm would be during a two to seven-plus day hiatus. There's simply no place in our plant for that much fcm mail to hide on that regular a basis.
>
> Twenty miles is a long way I guess. But if you ever find yourself going that way anyway, here's a great way to test Van Nuys' credibility: The plant has to have an office with some sort of mail drop. Go there and without attracting attention, "mail" your disk in person. Drop it in the plant mailbox and see how many days it takes to turn up "received" in your queue.
>
> I'd really like to hear the result, and I bet Underdog and associates would too.
>
> fg"
> ---------------------------------

While this would be a great idea I'm afraid that it might not work quite so well. If it shows up in the office mail it might get disrupted from the normal flow of mail going to the proper sorting department to handle inbound GC mail and end up taking longer than it should.

Still, it's an idea that's definitely worth pursuing.

From the looks of things people from everywhere have been having very lengthy shipping times during the past week or so. I suspect that something's up.
vexkitten
post #233  on October 20, 2007 - 10:08 PM PDT  
Things seemed to briefly get better, but now they're worse than ever.

I sent 3 discs out on the same day, in the same mailbox, on a Monday. This was over two weeks ago. They should have found their way back to GG in a group, and I should have had 3 more mailed out together a few days later. Instead, they've been doled out at a rate of one per week. One of the films is STILL listed as out.

This is classic throttling.
FGaipa
post #234  on October 22, 2007 - 11:48 AM PDT  
> On October 19, 2007 - 5:29 PM PDT Belgand wrote:

> While this would be a great idea I'm afraid that it might not work quite so well. If it shows up in the office mail it might get disrupted from the normal flow of mail going to the proper sorting department to handle inbound GC mail and end up taking longer than it should.
>

Yes, I saw that too. But BF42's story puts the the GC plant itself back in the spotlight. I'd been taking Underdog and the others' spin half seriously. One or anther of them reported visiting the plant.

fg

weezy
post #235  on October 22, 2007 - 12:37 PM PDT  
Awwwright guys, gonna do a couple shipping experiments this week and see how it goes. Thanks for your ideas.

As for proving that we don't throttle, well, there's no real way for us to do that except perhaps appeal to your sense of business logic. It's very difficult to stay competitive in this field of online DVD rentals without offering benefits to our membership that others can't, and you can consider our "no throttling" guarantee to be one of them. By risking the loss of customers over shipping delays we garner no benefit from purposely delaying shipments. It's already been made clear here and elsewhere that the whims of the USPS are hard to predict or sometimes even explain. This though, is nowhere near important to us as the fact that throttling goes against our business philosophy. The more you watch, and the more you read, the more you can take advantage of your membership by discussing the films you've watched on these boards, ratings films, creating lists, commenting on our articles, etc. etc... we really hope to deliver you your movies in a way that encourages these practices because it makes our service stand out.

Thanks yawwwl.
underdog
post #236  on October 22, 2007 - 1:01 PM PDT  
As Weezy says, we're definitely doing some tests regarding the post office. The fact that the Van Nuys post office is built over an ancient Indian burial ground does not bode well, either. ;-) Thanks for your feedback.
DLeonard
post #237  on October 22, 2007 - 2:58 PM PDT  
In the interest of tracking:

Title sent by Van Nuys on Friday, Oct. 19th has not arrived.

And while we are on the subject, my please to customer service have not been answered.
DLeonard
post #238  on October 22, 2007 - 2:59 PM PDT  
> On October 22, 2007 - 2:58 PM PDT DLeonard wrote:
> ---------------------------------
> In the interest of tracking:
>
> Title sent by Van Nuys on Friday, Oct. 19th has not arrived.
>
> And while we are on the subject, my please to customer service have not been answered.
> ---------------------------------

I can spell "pleas" ... usually.
underdog
post #239  on October 22, 2007 - 3:04 PM PDT  
DL,
Can you resend your query to greencine.support@gmail.com and cc me at craig@greencine.com just so I can track, too? Thanks!
DLeonard
post #240  on October 22, 2007 - 3:53 PM PDT  
> On October 22, 2007 - 3:04 PM PDT underdog wrote:
> ---------------------------------
> DL,
> Can you resend your query to greencine.support@gmail.com and cc me at craig@greencine.com just so I can track, too? Thanks!
> ---------------------------------

Thanks Craig, I sent that off a few minutes ago.
Also, I should note that the disc was sent on Oct. 12th, a little over a week ago. Not the 19th.
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