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Have suggestions, criticism or praise for the GreenCine community? Post them here. Please maintain a sense of decorum here.
1063

Hey GC, do you read your email??!!
  Topic by: kraftorama
Posted: October 2, 2007 - 2:52 PM PDT
Last Reply: November 12, 2007 - 2:04 PM PST

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author topic: Hey GC, do you read your email??!!
kraftorama
post #1  on October 2, 2007 - 2:52 PM PDT  
I've sent 2 messages to you in the last few days about a mistake I made. I returned "The Glamorous Life of Sachiko Hanoi"(sp?) in the envelope for Elevator to the Gallows. I hope whoever gets it next isnt offended by that sort of thing. Just thought you should get a heads up.

also, I still have the Elevator DVD. What should I do about sending it back?
Cinenaut
post #2  on October 2, 2007 - 4:33 PM PDT  
So... how'd you like those movies?
Cugat
post #3  on October 2, 2007 - 8:30 PM PDT  
Yeah, I kinda needed my support question handled about 21 hours ago...
Cugat
post #4  on October 3, 2007 - 9:51 AM PDT  
On October 2, 2007 - 2:52 PM PDT kraftorama wrote:
> I've sent 2 messages to you in the last few days about a mistake I made. I returned "The Glamorous Life of Sachiko Hanoi"(sp?) in the envelope for Elevator to the Gallows. I hope whoever gets it next isnt offended by that sort of thing. Just thought you should get a heads up.
>
> also, I still have the Elevator DVD. What should I do about sending it back?

Well, I don't work for them, but I envision a strategy where you neatly fold a piece of paper around the disc and put the normal disc sheath next to it in the mailer, that should be weird enough to get the problem noticed by the shipping droids and dealt with.
weezy
post #5  on October 3, 2007 - 10:27 AM PDT  
> On October 3, 2007 - 9:51 AM PDT Cugat wrote:
> ---------------------------------
> On October 2, 2007 - 2:52 PM PDT kraftorama wrote:
> > I've sent 2 messages to you in the last few days about a mistake I made. I returned "The Glamorous Life of Sachiko Hanoi"(sp?) in the envelope for Elevator to the Gallows. I hope whoever gets it next isnt offended by that sort of thing. Just thought you should get a heads up.
> >
> > also, I still have the Elevator DVD. What should I do about sending it back?
>
> Well, I don't work for them, but I envision a strategy where you neatly fold a piece of paper around the disc and put the normal disc sheath next to it in the mailer, that should be weird enough to get the problem noticed by the shipping droids and dealt with.
> ---------------------------------

Hey guys, sorry about the delay - let us know if you haven't received a reply by this posting and we'll try emailing you from our alternate support email account (sometimes our mail gets bounced back).

Next time, if you do end up mixing up your discs, it would help us out a lot if you could include a note in your return envelope letting us know of the error, with your screen name included somewhere on the note. That will help us out a lot, and avoid any delay in processing your disc.

Thanks much!
Cugat
post #6  on October 3, 2007 - 10:53 AM PDT  
On October 3, 2007 - 10:27 AM PDT weezy wrote:
> Hey guys, sorry about the delay - let us know if you haven't received a reply by this posting and we'll try emailing you from our alternate support email account (sometimes our mail gets bounced back).

No reply or action noted.
mgeis
post #7  on October 3, 2007 - 11:00 AM PDT  

>
> Next time, if you do end up mixing up your discs, it would help us out a lot if you could include a note in your return envelope letting us know of the error, with your screen name included somewhere on the note. That will help us out a lot, and avoid any delay in processing your disc.

????
There are two possibilities here.

1. You mean include the note in the envelope in which he sent the wrong disc.

(for ease of grammar, I'll assume the original poster is a guy -- my apologies if I'm wrong)
This assumes he did it intentionally. If he knew he was making a mistake, why would he continue to make the mistake, write a note, and then return the DVD in the mail. Yes, I'm sure it'd be helpful to GC to know that the disc that just came back is in the wrong sleeve, but if he'd been able to do that, he could also have just put it in the right sleeve.

Or, you're assuming he can intervene in the postal service's delivery of the envelope even after it was dropped in the mailbox. I doubt this is your assumption, given how much blame GC has foisted on the USPS of late.

2. You mean include a note in the NEXT dvd he returns.

This doesn't solve the first problem. If disc A goes into sleeve B (and there's no note), and disc B goes into sleeve A, the note will only help with this second return. I agree that it'd be useful, but it does nothing to solve the issue with disc A. By the time GC gets the note in disc B, informing them of the wrong sleeve issue for both discs A **AND** B, disc A has gone back into circulation (with the wrong disc in the sleeve, possibly). Kraftorama did the best he could (email support to let them know).

Maybe I misunderstood something, but Weezy's reply doesn't really seem to address the initial problem.

Cugat
post #8  on October 3, 2007 - 11:28 AM PDT  
On October 3, 2007 - 10:53 AM PDT Cugat wrote:
> On October 3, 2007 - 10:27 AM PDT weezy wrote:
> > Hey guys, sorry about the delay - let us know if you haven't received a reply by this posting and we'll try emailing you from our alternate support email account (sometimes our mail gets bounced back).
>
> No reply or action noted.

Okay, 11 minutes later Eva pulled one of those superman-reverse-time-by-rewinding-earth's-rotation trick to fix everything and then apologized and stuff.

I already knew support was awesome, but its nice to see they can maintain that awesomeness.
weezy
post #9  on October 3, 2007 - 1:29 PM PDT  

>
> Maybe I misunderstood something, but Weezy's reply doesn't really seem to address the initial problem.
>
>
> ---------------------------------

Sorry if I was ambiguous! I meant include a note in his NEXT return that contains the dvd that was switched with the previous return.

So in kraftorama's case, he can return "Elevator to the Gallows" in the sleeve for "The Glamorous Life of Sachiko Hanai" with a note on the sleeve that says "I mixed this disc up with my last return 'Elevator to the Gallows' - sn = kraftorama" and that will be enough info for us to fix the mix-up.
Belgand
post #10  on October 4, 2007 - 2:06 PM PDT  
Moving off topic a bit, but how was Sachiko? I've had it on my list for a while and then when I saw it was playing at the Red Vic last month or so I intended to go see it, but somehow forgot and never ended up making it.
shiftless
post #11  on October 5, 2007 - 9:53 AM PDT  
So is 24 hours enough time to say "they're not answering my email?" One of the discs I sent back hasn't arrived at GC in 7 days from SF, so I think the post office ate it. I emailed support yesterday morning, maybe that was the wrong email address to send to?

Also I forgot to mention that the Breakfast on Pluto DVD you sent me had quite a few skips and gitches in it. Where do I send an email about that? I really hate the "help" page on this site! :)

underdog
post #12  on October 5, 2007 - 10:31 AM PDT  
> On October 5, 2007 - 9:53 AM PDT shiftless wrote:
> ---------------------------------
> So is 24 hours enough time to say "they're not answering my email?" One of the discs I sent back hasn't arrived at GC in 7 days from SF, so I think the post office ate it. I emailed support yesterday morning, maybe that was the wrong email address to send to?
>
> Also I forgot to mention that the Breakfast on Pluto DVD you sent me had quite a few skips and gitches in it. Where do I send an email about that? I really hate the "help" page on this site! :)
>
>
> ---------------------------------

If a disc is glitchy or broken, make sure you mark that on the return envelope. That alerts customer service when it comes back to them physically to set it aside to check it. Some DVDs just need a cleaning or a wipe; some just don't play on certain machines; and some need to be scrapped altogether! So we'll check. Marking the envelope helps that process, but if you've already sent it back, at least send an email to customer support (and you can cc dvdrequest@greencine.com too) about it.

As for your email, if you haven't gotten a response back today from support@greencine.com, let us know here. If you have, let us know too ;-) We aim for a 24 response time, but definitely within the second day.

Thanks!
shiftless
post #13  on October 6, 2007 - 7:20 PM PDT  
> On October 5, 2007 - 12:51 PM PDT doozer wrote:

> Hi Shiftless,

> I looked into this matter and wanted to let you know that the e-mail we received from you was not able to be opened for what I assume is a strange internet reason humans will never understand. It looks like we did receive your DVD and we are shipping you a new one today. I don't know if this was an anomaly, or if perhaps you might want to try e-mailing us from an alternate address in the future. You can continue sending your e-mails to support@greencine.com, when we can open them, we definitely read them :) Hope this helps, and please let me know if you want us to send you another copy of Breakfast on Pluto.
> ---------------------------------


No, the glitches on Pluto weren't enough to ruin the film, just forgot to mark the envelope. I saw my next movie had been sent out, so thanks. Strange you couldn't open my email, it's worked before. It's just a Yahoo email account, although in the past that has been reason enough for things not to work. wink wink. I actually got a DVD in 3 days this time! I hope that keeps up!
Belgand
post #14  on October 15, 2007 - 3:03 PM PDT  
> On October 15, 2007 - 2:09 PM PDT jwarren wrote:
> ---------------------------------
> I've sent four emails to GC over the last few days and nothing except the automated response. My spam filter is not eating them.
>
> They were Case ID:20506 and Case ID:20477 if you want to track down what happened to them.
>
> My issue is both "The Rats are Coming! The Werewolves are Here! (1971)" and "The Invisible Man: The Legacy Collection (Disc 1 of 2) (1933)" were returned by me more than a week ago now. Please free up my queue
> ---------------------------------

I had the exact same problem. Sent discs (Sent Buffy Season 3, Disc 2 on 10/6, sent Breaking News on 10/9) over a week ago, not in yet, sent e-mail, no response.

Has anyone else noticed that their discs have been unusually late recently? This might merely be evidence that they're just letting them pile up and not getting them checked in. Or... I don't know, someone at the post office is stealing them?
weezy
post #15  on October 15, 2007 - 4:08 PM PDT  

> Has anyone else noticed that their discs have been unusually late recently? This might merely be evidence that they're just letting them pile up and not getting them checked in. Or... I don't know, someone at the post office is stealing them?
> ---------------------------------

Hi all, my apologies to those waiting for a response from support. We had a nasty flu bug plow through the office over the course of the week and are now catching up like crazy...

The few of us soldiers with strong immune systems are here to tackle all unreplied email since late Thursday, so please hang tight.

All the DVDs are being checked in the day we received them, unless it's flagged for "weirdness," (discs arriving with no sleeves, sleeves with no discs, wrong sleeves with wrong discs, etc etc!) so if you sent one of these, a gentle reminder to include a note with your return noting the error and your username, in order to avoid any delay in processing.

Belgand
post #16  on October 15, 2007 - 5:03 PM PDT  
> On October 15, 2007 - 4:08 PM PDT weezy wrote:
> ---------------------------------
>
> > Has anyone else noticed that their discs have been unusually late recently? This might merely be evidence that they're just letting them pile up and not getting them checked in. Or... I don't know, someone at the post office is stealing them?
> > ---------------------------------
>
> Hi all, my apologies to those waiting for a response from support. We had a nasty flu bug plow through the office over the course of the week and are now catching up like crazy...
>
> The few of us soldiers with strong immune systems are here to tackle all unreplied email since late Thursday, so please hang tight.
>
> All the DVDs are being checked in the day we received them, unless it's flagged for "weirdness," (discs arriving with no sleeves, sleeves with no discs, wrong sleeves with wrong discs, etc etc!) so if you sent one of these, a gentle reminder to include a note with your return noting the error and your username, in order to avoid any delay in processing.
>
>
> ---------------------------------

Well, whatever is happening the last two discs I've sent back have both had exceedingly long times getting back that border on ludicrous. Sent on different days and from different locations (but going to the same post office: Sloat Avenue), but having the same problems.

Sure, this is just two people out of a vast horde, but there might be something going on.

In general I've noticed that even after the move to the latest style of envelopes returns are almost always longer than getting discs shipped to me. Discs shipping to me rarely flake out and show up late, but discs returning not only frequently encounter problems, but they tend to be delayed for much longer.
underdog
post #17  on October 16, 2007 - 6:03 PM PDT  
Just FYI, we followed up with the above customer and are helping him out. Thanks and many apologies for that falling through the cracks. Cheers!
mrfuzion
post #18  on October 17, 2007 - 5:46 AM PDT  
> All the DVDs are being checked in the day we received them, unless it's flagged for "weirdness," (discs arriving with no sleeves, sleeves with no discs, wrong sleeves with wrong discs, etc etc!) so if you sent one of these, a gentle reminder to include a note with your return noting the error and your username, in order to avoid any delay in processing.
>

Sorry, but even I who has been so positive in the past is now negative. I mailed back "Wind Chill" on the same day as "An Inconvenient Truth" and it's still not posted to my account. "Truth" was checked in on 10/10. Why would it take an extra week for "Wind Chill" to be checked in, when they were mailed on the same day from the same mail drop? I've even sent an email to which there has been no response. I've now mailed back all of my movies (last one yesterday), and am sitting here with nothing to watch on a 3-out plan. Something really IS wrong about the return trip. Way too much money each month for as few movies as I'm now able to watch.
NLee
post #19  on October 17, 2007 - 9:40 AM PDT  
> On October 17, 2007 - 5:46 AM PDT mrfuzion wrote:
> ---------------------------------
I mailed back "Wind Chill" on the same day as "An Inconvenient Truth" and it's still not posted to my account. "Truth" was checked in on 10/10. Why would it take an extra week for "Wind Chill" to be checked in, when they were mailed on the same day from the same mail drop?
> ---------------------------------

The answer is obvious: the mail handlers in your local post office don't care for crappy political documentary.

I have similar experiences from time to time. For example, last Wednesday I mailed back two discs from the same mail drop. One of them ("Ah! My Goddess vol.6") made it back to GC on Saturday. The other one ("Double Parked #3" - blame hornywife for her recommendation) is still not received after one week. So I guess I can tell what my mail handler likes to watch.

I heard from a friend (who subscribes to NF) that Disney title are the most likely to be lost in the mail. I bet there is a machine in every post office that can see through DVD mailing envelops. Probably that's not difficult to do if you have a strong enough light source.
NLee
post #20  on October 17, 2007 - 9:50 AM PDT  
Hey, I just got an idea: Why don't GC start to use BLACK paper sleeves for DVD? I bet you's notice a dramatic drop in discs lost in the mail.
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