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

My Opinion Of GreenCine
Topic by: manuelvillanueva
Posted: March 29, 2008 - 4:44 AM PDT
Last Reply: April 6, 2008 - 11:41 AM PDT

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author topic: My Opinion Of GreenCine
manuelvillanueva
post #1  on March 29, 2008 - 4:44 AM PDT  
I haven't introduced myself. I joined GreenCine October 2004. I wasn't happy with the online rental service I had at the time. My criticism of the other company caught the attention of the media and my story appeared in newspapers and TV. An email from "ivygirl" recommended I try GreenCine for my anime needs. I discovered GreenCine had a great anime selection! I filled my queue with titles the other service didn't have. I love GreenCine for their reliable service: The other service sent me damaged DVDs or titles I didn't request. Trying to contact the other service for customer service issues was an exercise in futility.

Some members claim service at GreenCine has deteriorated. I believe GreenCine could do better maintaining their anime catalog and acquiring new titles. I haven't noticed any change in customer service response time. Sometimes GreenCine doesn't respond to my first email in a timely manner. (Please do. It's critical to your image). I've also experienced several lost rentals which I don't hold GreenCine accountable for.

Having an open dialogue with CS on this forum is fantastic yet it's also a liability. GreenCine's competitors have taken advantage of this liability. I hope members realize this. I do. Didn't it seem odd so many customer service complaints found their way on this forum last year? It just happened to coincide with a competitor's customer service promotion/announcement. Doesn't it seem odd when the same members complain repeatedly then mention how good a particular competitor is? I commend GreenCine for their professionalism in dealing with such individuals. What's interesting, a major competitor has started their own forum and they're particularly nasty and intolerant to paid bashers. It's about time they had a taste of their own medicine ;-)

Which DVD rental service is better? GreenCine has been my favorite service for 3 years. I rent online for my love of anime. As longs as GreenCine maintains and updates their anime selection they'll remain my favorite.

BTW, my avatar is my cocker spaniel Gabby. This post has nothing to do with jross3. I'm sorry to see him go.
FGaipa
post #2  on March 29, 2008 - 6:51 PM PDT  
> On March 29, 2008 - 4:44 AM PDT manuelvillanueva wrote:
> ---------------------------------

> Having an open dialogue with CS on this forum is fantastic yet it's also a liability. GreenCine's competitors have taken advantage of this liability. I hope members realize this. I do. Didn't it seem odd so many customer service complaints found their way on this forum last year? It just happened to coincide with a competitor's customer service promotion/announcement. Doesn't it seem odd when the same members complain repeatedly then mention how good a particular competitor is?
-------------------------------------------

The passage above parrots an allegation Mr. Villanueva makes on his Web site that I and two other forum contributors are moles paid by NF. Just three days ago I stumbled on it by accident while searching on my surname for something else. It is so untrue that I beg to put an end to it here and now:

I've been a postal worker for 35 years ending this Monday, the 31st. April 1st I begin a new, hard earned career as a librarian. I've NEVER been employed by Netflix in any capacity. Anyone reading all at once the posts I made about the turnaround crisis would probably conceive the frustration but good intention that went into them.

fg

shiftless
post #3  on March 29, 2008 - 8:09 PM PDT  
Interesting web site Manuel. So ironic that all the Google text ads on the page I looked at were all for Netflix and Blockbuster. I also noticed that in all of your comparison charts, Greencine came out looking very very good! Nice to know I went with the right choice! Not that I really considered the other two anyway, I came to GC due to a personal recommendation at my local dog park.

I hope the new email system Craig (Underdog) mentioned in another thread solves the missing email problem or whatever the problem was. I think most of my complaints about service have to do with the USPS anyway.
jross3
post #4  on March 31, 2008 - 12:05 PM PDT  
my last DVD was received so I expect my account's about to go inactive, so this will probably be my last post, assuming my account is indeed fully deactivated.
Sorry to all if I sounded a little bitter in that other thread, I'm not, really. i chose to leave mostly because I'm not even using my account that much (partly because of moving cross-country, partly because I'm working a lot more, partly because I'm married and have an actual life that doesn't revolve around anime and movies, partly because my wife has tons of DVDs too and we're re-watching almost all our stuff together), and (at no fault of the folks about here) I haven't had much to post about on the boards either.
Sure I did have an issue with CS and i guess others have too, but that's probably more or less universal to online companies anyway; it's all gotta go through a system to get where it's going, and like UD said systems have problems, especially when you're changing them.
All my real complaints originate in GC getting bigger, which I'm happy about because I love GreenCine, but i'm sad because it has to change to stay alive and functional as it gets bigger. So they had to move the warehouse and shipping so they could stretch out and have more stuff.
Getting bigger ultimately means more titles and more copies more available, in principle, so growing will be better for everyone. I feel like an old man romanticizing about the "good ol' days" but when I look at it objectively, things probably aren't all that bad. I think I just started feeling a little lost here ever since the annoying genre tree appeared (you can collapse it, but every time I come back it's back) and banners showed up on the top and side bars. I don't know why that should bother me; they just weren't here when I joined and it felt a little more "alternative" at the time to join a site without them. And to GC's defense, they're at least movie-related and a lot of them are form Greencine itself. Can't do much better than that if you're gonna have ads at all, so props there for keeping it real in the real world.

I love GreenCine; if one day my wife and I (somehow) work our way through our collective hoarde of DVDs and finally run out of things to watch, I can see myself joining again. But looking at our dvd case (and the cabinet beneath it holding three 250-disc sleeve cases) I won't be holding my breath.

Someone needs to start a Guess the Movie game! when was the last time anyone had one of those on here? if nothing else it'll offset the feedback forum a bit. Honestly, no offense, but it's been nearly boring around here, there's no food thread and no game thread and no politic thread, what's the deal with that?
EmpressStephanie
post #5  on March 31, 2008 - 5:29 PM PDT  
Jross - booo. I'll see you at CoTRJ.

I also switched to greencine around 2003, also because netflix had a sub-par anime collection. I'm not really here for the anime anymore and I think I could probably get the DVDs I want faster and cheaper from netflix at this point.

I stay with greencine ONLY *ONLY* ONLY because of the excellent customer service. Well, I mean... you guys used to have excellent customer service but lately it's been slacking. I sent an email a few days ago and still haven't heard back. I think you guys may be just hired some new people that don't stay on top of it or something. I don't really know what it is but I'm staying loyal because I have faith that you guys will get it together again.

Also I've noticed lately that the customer service is having a more um... boiler plate large corporation feel to it. Some of the emails I get seem like they are adjusted copy and paste forms - really formal and shit, it's weird. I liked the individualized more personal approach.
manuelvillanueva
post #6  on March 31, 2008 - 5:31 PM PDT  
jross3: I haven't been around long enough to notice major changes but I certainly empathize with your experience. There's a substantial difference in the forum activity level now compared to 3 yrs ago. I hope that's not a reflection of subscriber numbers. I think TV and cable suck. I work 7p-7a with a varied schedule which makes it difficult keeping up with prime time TV. The only time I watch TV is at work during break. My co-workers are glued to shows like American Idol. I can't understand their fascination. Anime on DVD works great for me.

Good luck!
shiftless
post #7  on March 31, 2008 - 8:12 PM PDT  
> Well, I mean... you guys used to have excellent customer service but lately it's been slacking. I sent an email a few days ago and still haven't heard back.<

I'm having the same problem, but haven't received any form emails, just no response at all. I'd really like it if the 2 movies I returned over 6 (week and a half for one) days ago would be cleared from my QR list. I also have been experiencing missing DVDs in both directions lately, and have been dogging the post office about getting something done about it. So far it's been just a lot of email but I finally have contact info for the next level up post office for my area:

NAPOLEON ST CARRIER COMPLEX
180 NAPOLEON ST
SAN FRANCISCO, CA 94124
(415) 285-4647
Monday - Saturdays 8:00 AM - 4:00 PM

we'll see if it gets anything done.
shiftless
post #8  on March 31, 2008 - 8:44 PM PDT  
wow, this message board works like a charm!
kaream
post #9  on March 31, 2008 - 11:54 PM PDT  
> On March 31, 2008 - 8:44 PM PDT shiftless wrote:
> ---------------------------------
> wow, this message board works like a charm!
> ---------------------------------

It does work better than email -- the mailer-daemon has been busily bouncing stuff back to me.

I was going to ask if the mislabeled Bunuel 'The Young One' (which actually contains 'Gran Casino') could please be marked as received, to free up that queue slot, since I sent it back the same time with 'Britannia Hospital', which was checked in.

The last time this sort of thing happened I was told that a returned disc needed a replacement sleeve, and it took several days between its physical receipt at the warehouse and being checked in to free up the queue slot.

I understand the problem with the mislabeled Bunuels, but I'd rather not have to wait for it to get straightened out for its return to be acknowledged. (I still think you should just neatly write the correct film titles directly on all the affected discs with a permanent marking pen, and let it go at that, both to keep the movies available, and to eliminate confusion in the warehouse and for recipients.)
IronS
post #10  on April 1, 2008 - 12:51 AM PDT  
> On March 31, 2008 - 12:05 PM PDT jross3 wrote:
> ---------------------------------
> I feel like an old man romanticizing about the "good ol' days"
>

You mean when you could get a slice of pizza and a small Coke for a quarter? (according to my father, it was real, once upon a time)

Ah, yes... back when Celia Wong was working in customer service, not that the other members of the CS team are any less able at their jobs.

> Someone needs to start a Guess the Movie game! when was the last time anyone had one of those on here? if nothing else it'll offset the feedback forum a bit. Honestly, no offense, but it's been nearly boring around here, there's no food thread and no game thread and no politic thread, what's the deal with that?
> ---------------------------------

I have no idea, but I agree. It seems there are fewer regulars or something. There hasn't been a game since last summer.
EmpressStephanie
post #11  on April 1, 2008 - 10:42 AM PDT  
> On April 1, 2008 - 12:51 AM PDT IronS wrote:
> ---------------------------------
> > On March 31, 2008 - 12:05 PM PDT jross3 wrote:
> > ---------------------------------
> > I feel like an old man romanticizing about the "good ol' days"
> >
>
> You mean when you could get a slice of pizza and a small Coke for a quarter? (according to my father, it was real, once upon a time)
>
> Ah, yes... back when Celia Wong was working in customer service, not that the other members of the CS team are any less able at their jobs.
>
> > Someone needs to start a Guess the Movie game! when was the last time anyone had one of those on here? if nothing else it'll offset the feedback forum a bit. Honestly, no offense, but it's been nearly boring around here, there's no food thread and no game thread and no politic thread, what's the deal with that?
> > ---------------------------------
>
> I have no idea, but I agree. It seems there are fewer regulars or something. There hasn't been a game since last summer.
> ---------------------------------

Man I LOVED Celia. Instant replies, always personal. She was amazing AMAZING. (Underdog, I love you too.)
GreenCineStaff
post #12  on April 1, 2008 - 11:00 AM PDT  
We actually had an email server overload on late Friday. Frustrating for us as well as you. Seems as if even mail that got a bounceback, as kaream mentioned, did come through after that was fixed but we're playing a bit of catch up here. Ya fix one thing and another one gives out, ain't that always the way.

Thanks as always for your feedback here - we do read these boards, obviously, and yes, your emails. But the feedback here we're passing on to the CS manager because some of its useful.

Sometimes we feel like anyone who filled in for Celia - who says "hi" btw (she ran into a few of us recently here in SF) - was sort of like when Cpl. Klinger had to replace Radar at the MASH 4077th. Not easy shoes to fill! But an ideal to always strive for. We have good people here now who are, to their credit, always seeking ways to improve so again your feedback is valued.

Blessings to you all.

PS: Kaream, we're sorry you had some stress about that Bunuel disc that the manufacturer had mislabeled - it caused much shipping angst too. But in the future, and this is for everyone, please do not write directly on the DVDs. Thanks!
kaream
post #13  on April 1, 2008 - 11:14 AM PDT  
> On April 1, 2008 - 11:00 AM PDT GreenCineStaff wrote:
> ---------------------------------
> PS: Kaream, we're sorry you had some stress about that Bunuel disc that the manufacturer had mislabeled - it caused much shipping angst too. But in the future, and this is for everyone, please do not write directly on the DVDs. Thanks!
> ---------------------------------

Sorry -- it seemed to me the best way to solve the problem. Just plain rubbing alcohol will take it right off.

In the meantime, would you mind going ahead and checking the disc in, please, so my queue slot isn't still held up? Thanks very much.
EmpressStephanie
post #14  on April 1, 2008 - 4:57 PM PDT  

> Sometimes we feel like anyone who filled in for Celia - who says "hi" btw (she ran into a few of us recently here in SF) - was sort of like when Cpl. Klinger had to replace Radar at the MASH 4077th. Not easy shoes to fill! But an ideal to always strive for. We have good people here now who are, to their credit, always seeking ways to improve so again your feedback is valued.
_________


I'm really not trying to be an asshole but that just sounds like a cop out. CS used to incredible and now it's not. While I love you guys and don't mean to berate you all the time, I'm left wondering what changed from then to now. To me it seems clear that the change in CS quality is caused by a change in staff. Which would then mean that the new staff is not striving for squat.
kaream
post #15  on April 1, 2008 - 7:12 PM PDT  
I'm not trying to be an asshole either, but I do wish you could please go ahead and check in the Bunuel disc for me.

I promise a little bit of rubbing alcohol will immediately remove where I had (quite neatly) printed the correct disc title. I'm very much hoping the whole manufacturer's mixup won't have to be rectified before my queue slot gets freed up.
kaream
post #16  on April 2, 2008 - 11:24 AM PDT  
> On March 31, 2008 - 11:54 PM PDT kaream wrote:
> ---------------------------------
> > On March 31, 2008 - 8:44 PM PDT shiftless wrote:
> > ---------------------------------
> > wow, this message board works like a charm!
> > ---------------------------------
>
> It does work better than email ...
> ---------------------------------


Better, perhaps, but not necessarily 'like a charm'.

In any case, it's now been 7 days since the mislabeled disc was returned, so presumably my slot could be cleared for that reason alone.

Please?
weezy
post #17  on April 2, 2008 - 11:45 AM PDT  
> On April 2, 2008 - 11:24 AM PDT kaream wrote:
> ---------------------------------
> > On March 31, 2008 - 11:54 PM PDT kaream wrote:
> > ---------------------------------
> > > On March 31, 2008 - 8:44 PM PDT shiftless wrote:
> > > ---------------------------------
> > > wow, this message board works like a charm!
> > > ---------------------------------
> >
> > It does work better than email ...
> > ---------------------------------

Bunuel discs has been removed from your queue kaream - sorry about that but it just hasn't come in yet.
kaream
post #18  on April 2, 2008 - 1:22 PM PDT  
Many thanks!

:-)
EmpressStephanie
post #19  on April 3, 2008 - 6:42 AM PDT  
I still haven't gotten a reply about my facebook student discount email. Do I need to resend it. Seriously you guys, what is going on with CS? Is this the type of retaliatory thing where the squeaky wheel doesn't get the oil?
weezy
post #20  on April 3, 2008 - 11:05 AM PDT  
Hi Empress! No need to send the email again. We received it, but our mail servers experienced some stress this weekend and emails have been coming in in spurts. We'll attend to it today, thank ya for your patience.
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