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

Lost DVD, no customer service.
Topic by: Lavender
Posted: December 2, 2011 - 1:27 PM PST
Last Reply: January 10, 2012 - 6:53 PM PST

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author topic: Lost DVD, no customer service.
shmangolia
post #21  on December 11, 2011 - 6:52 PM PST  
I don't know if I should be glad or sad to see I was not the only one with mailing issues. I have not received anything from Greencine for a month now and am quite infuriated especially since the second time I contacted them I had no response. As much as I have enjoyed using Greencine, I just don't think there's anything they could do at this point to keep me as a customer. Since their email is supposedly working again I'll try sending another email.
kaream
post #22  on December 12, 2011 - 5:46 PM PST  
See my post #42 (on page 3) of the thread "New envelopes? New processing center?".
Larry
post #23  on December 13, 2011 - 7:24 AM PST  
> On December 8, 2011 - 3:25 PM PST weezy wrote:
> ---------------------------------
> Hi guys, sorry again for the lack of communication. We had a lot of email issues that week and for that we apologize. I've cleared my private mail box here so feel free to message me if you need help and haven't heard from customer support in a timely manner.
> ---------------------------------

Hello, I also have never received my DVD "Shanghai Express" which was sent out on the 23rd of November. I emailed support but no response yet.

I've never had a problem with service before, and hope this can be sorted out soon.
weezy
post #24  on December 13, 2011 - 12:11 PM PST  
Hi shmangolia and Larry, I've fixed your accounts for now and you'll get new discs shipped tomorrow. Thanks!
kaream
post #25  on December 13, 2011 - 12:32 PM PST  
Weezy, the title of this thread is "Lost DVD, no customer service."

If it weren't for your constant interventions, this place would completely fall apart. I hope they pay you enough!
Larry
post #26  on December 13, 2011 - 1:30 PM PST  
> On December 13, 2011 - 12:11 PM PST weezy wrote:
> ---------------------------------
> Hi shmangolia and Larry, I've fixed your accounts for now and you'll get new discs shipped tomorrow. Thanks!
>
> ---------------------------------

Thanks so much!
maxfrost
post #27  on December 22, 2011 - 11:57 AM PST  
Seriously, is there anyone working Customer Service anymore at GreenCine? I've sent four emails, one a week for four weeks to support@greencine.com about a returned DVD that remains on my outlist and I haven't so much as received an acknowledgement to any of my emails.
Tiger
post #28  on December 22, 2011 - 12:15 PM PST  
Hey Greenfolks,

I'm sad to say that I need to add to this thread. I've been waiting on the snakesploitaion classic, "Stanley" (1972) since December 2nd. I haven't received any reply yet to my two emails to support@GreenCine. Based on my past experience with GC this is very unusual behavior.

Help...?


Tiger
kaream
post #29  on December 22, 2011 - 1:08 PM PST  
> On December 22, 2011 - 11:57 AM PST maxfrost wrote:
> ---------------------------------
> Seriously, is there anyone working Customer Service anymore at GreenCine? I've sent four emails, one a week for four weeks to support@greencine.com about a returned DVD that remains on my outlist and I haven't so much as received an acknowledgement to any of my emails.
> ---------------------------------

This, and Tiger's next post regarding not receiving a shipped disc, both have a single explanation, and a single solution.

The explanation is that GC's new mailers are flimsy and get chewed up in USPS sorting equipment, so they never get to where they're supposed to be going, either to you, or back to GC. These movies are lost, very likely forever.

The solution is to wait one full week plus one additional day from a) the date of GC's email notice of shipment to you, or b) the date you returned the disc, and then send a Private Mail message to weezy, who will immediately fix your queue.

It's OK but unnecessary to post here in the boards - better to just PM to weezy. But it's next to useless to email to so-called "customer support" - you're just wasting your time.
maxfrost
post #30  on December 22, 2011 - 1:21 PM PST  
Thnx, kaream, I'll give it a go.
kaream
post #31  on December 22, 2011 - 1:23 PM PST  
Another suggestion:

If you ever receive a mailer from GC that's torn or crumpled, reinforce it with clear packing tape (not scotch tape) before sending it back. This vastly improves the chances of GC receiving it back, to clear your queue, and also helps save their inventory of movies from loss.
kaream
post #32  on December 22, 2011 - 1:28 PM PST  
And this:

Occasionally weezy's mailbox is full. In this case either wait a few hours, or a day, and try again, or go ahead and post here on the board where she will eventually find it.
kaream
post #33  on December 22, 2011 - 1:41 PM PST  
And of course it should go without saying, when you get a movie, watch it and send it back promptly.

I suspect that's exactly what anyone who ever comes to these discussion boards does - that the people who set their movies aside to watch "sometime" never look here, and could not care less about other subscribers' frustrations at never getting the movies they've had at the top of their queue forever.
phr1c8
post #34  on December 22, 2011 - 4:25 PM PST  
Is GreenCine still in business or is everyone on Holiday? At least 2 discs should have been received a long time ago. No new discs being sent out. No response to multiple emails over the week.
PM'ed Weezy yesterday and no response.

phr1c8
Cinenaut
post #35  on December 22, 2011 - 4:49 PM PST  
They are still in business. I've been getting my DVDs in a timely fashion lately. It's just hard to contact anybody and get a response.
kaream
post #36  on December 23, 2011 - 2:22 AM PST  
> On December 22, 2011 - 4:49 PM PST Cinenaut wrote:
> ---------------------------------
> They are still in business. I've been getting my DVDs in a timely fashion lately. It's just hard to contact anybody and get a response.
> ---------------------------------

Especially during the holidays. Even GC staff are allowed to have a real life. :-)

And mail is also much more likely to get messed up this time of year.
thornarts
post #37  on December 23, 2011 - 3:41 PM PST  
same problem for me and have sent 2 emails now - I felt a little cheated when I saw the charge go thru my account for this month - so you can't respond to emails but you have plenty of time to charge credit cards - hmmmm - I am thinking about simply disputing the credit card charges for the last two months and sending a complaint to the BBB -
balazer
post #38  on December 24, 2011 - 10:19 PM PST  
I haven't received a disc in 3 months, and they've double charged my credit card for the last 3 months. I sent 3 e-mails to customer service over a 2-week period, and got no response.
weezy
post #39  on December 25, 2011 - 5:53 PM PST  
Hi guys - we're still answering emails during the holidays but I'm a little behind on checking my private mail box. Will attend to everyone tomorrow. Thanks for your patience!
maxfrost
post #40  on December 27, 2011 - 9:17 AM PST  
Problem resolved. Thanks, Weezy!
> On December 25, 2011 - 5:53 PM PST weezy wrote:
> ---------------------------------
> Hi guys - we're still answering emails during the holidays but I'm a little behind on checking my private mail box. Will attend to everyone tomorrow. Thanks for your patience!
> ---------------------------------

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