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

Is anything changing?????
Topic by: RBrunette
Posted: July 21, 2003 - 7:48 AM PDT
Last Reply: July 24, 2003 - 12:01 PM PDT

page  1  2      prev | next
author topic: Is anything changing?????
RBrunette
post #1  on July 21, 2003 - 7:48 AM PDT  
It seems that the eternal response for all the complaints about availability from Greencine is: "we're working on it". Since nothing seems to be getting better what exactly are they working on?

Personally I am going to wait until Fall and if things are still the same then I am going back to purchasing DVD's and dump Greencine. At least Netflix ships what you want.
JHeath
post #2  on July 21, 2003 - 10:39 AM PDT  
It boggles me mind why people are complaining so much. There are several topics a week with just people wanting special attention when they complain. Greencine has been nothing but top notch for me. There are just certain things you have to deal with when using an online rental service. Greencine is comparable, if not better in most of these areas (wait times, ship times, availability). Plus the customer service is excellent.
RBrunette
post #3  on July 21, 2003 - 11:40 AM PDT  
Maybe so many people are complaining because they are not getting the service that you obviously are getting from the company. Usually when a lot of people complain it means that something is very wrong. Ignoring customer complaints is a major reason why companies go out of business. All Greencine keeps saying is that "they are working on it" so they too are aware they have a serious problem.








> On July 21, 2003 - 10:39 AM PDT JHeath wrote:
> ---------------------------------
> It boggles me mind why people are complaining so much. There are several topics a week with just people wanting special attention when they complain. Greencine has been nothing but top notch for me. There are just certain things you have to deal with when using an online rental service. Greencine is comparable, if not better in most of these areas (wait times, ship times, availability). Plus the customer service is excellent.
> ---------------------------------

Dwoodwoo
post #4  on July 21, 2003 - 12:19 PM PDT  
RBrunette and all--

As per discussion about a week ago, we are working on a fix to some of the queue issues. The backend (software smarts) is fairly major, so we don't want to change something and have it screw something up in a major way. We're going to be rolling out an alternative rental queue status indicator system this week to a number of GreenCine members for test purposes. If the response comes back positive, it will be rolled out to all members. We're combining this technical change with some catalog error correction we've been doing to knock out wait issues. In addition, we'll be in a campaign over the next few weeks to knock out the major wait issues.

We feel that moreso that most companies, we ask our members for feedback, listen to it, and act on it as soon as possible. I apologize personally that there should have been a public announcement some time last week on the status of the queue indicator system -- we got behind a bit technically and I should have at least posted a status update. Part of the reason for that delay is we were also trying to cram in the roll out of our first twice-a-month newsletter to include updates on the system, new movies, hints on using GreenCine, and an announcement about an upcoming GreenCine hosted event in San Francisco. Whoops. We hope current members are not discouraged and that new members are indeed encouraged to sign-up. We know we have a few problems with the queue indicators but we feel more than half this problem is a matter of perception and the chnage we're making should do a lot to clarify how the system works. That test and change should be up with the week. The other portion has to do with catalog issues and stock issues. Some of these changes were made over the past week and are continuing through the next week (some members received a notice on DVDs we had to remove from our catalog; others are were titles that are in stock but were misreferenced in our catalog, causing delays. In either case, the improving accuracy of the catalog will help reduce queue problems). And over the next month or so, we're hoping to knock out most actually stock based issues.

We feel strongly that GreenCine currently the best offering for DVD rental, especially for the niche movies and tastes we're catering to. It's tough to satisfy everybody but we do listen and act in earnest to all posting on the board -- believe me, I have a team trolling the boards to make sure I'm aware of the biggest (and the smallest) GreenCine members issues. I do admit to a lapse in reporting over the past week (we had a spat of postings about this issue and we'd figured what we were going to do technically, but got delayed). We're going to try to pick it up this week, test things out, and hopefully things run more smoothly for those who had difficulty, and for those who were having great service, there'll be continuity that pace or better!

If you want to drop me a line to rap about this, please send to dwoo@greencine.com. I'm busy, but I'll do my best to answer personally.

best regards--

dennis!
Dennis Woo
Managing Partner, GreenCine
dwoo@greencine.com





> On July 21, 2003 - 11:40 AM PDT RBrunette wrote:
> ---------------------------------
> Maybe so many people are complaining because they are not getting the service that you obviously are getting from the company. Usually when a lot of people complain it means that something is very wrong. Ignoring customer complaints is a major reason why companies go out of business. All Greencine keeps saying is that "they are working on it" so they too are aware they have a serious problem.
>
>
>
>
>
>
>
>
> > On July 21, 2003 - 10:39 AM PDT JHeath wrote:
> > ---------------------------------
> > It boggles me mind why people are complaining so much. There are several topics a week with just people wanting special attention when they complain. Greencine has been nothing but top notch for me. There are just certain things you have to deal with when using an online rental service. Greencine is comparable, if not better in most of these areas (wait times, ship times, availability). Plus the customer service is excellent.
> > ---------------------------------
>
>
> ---------------------------------

underdog
post #5  on July 21, 2003 - 12:52 PM PDT  
Btw, the only thing I could possibly add to Dennis' posting there is to keep in mind that whatever discs we are "short" of are often that way because many of our copies of that disc have been broken (usually not the customer's fault, usually happens via shipping). When discs are damaged we have to replace them of course; when we have to replace them, it takes time, due to some discs being backordered or out of stock or what have you. But we will be rolling out a possible solution for this, aimed at problem discs (movies that have a history of breaking more than normal), which may protect them more during shipping. We think this will be pretty cool as well, but as with anything, only time will tell.

Hey, that rhymes!

Thanks, as always...

Craig P
GreenCine Associate Editor
craig@greencine.com
Dwoodwoo
post #6  on July 21, 2003 - 4:30 PM PDT  
ps, 'scuze the multiple grammar errors in my posting -- I think you get the gist, gang. More at you soon.

best regards--

dennis!
Dennis Woo
Managing Partner, GreenCine
dwoo@greencine.com
larbeck
post #7  on July 21, 2003 - 4:45 PM PDT  
"And she said, you're strange, don't change, so I left her"
- from "Mr. Soul" by Neil Young (with the Buffalo Springfield).

While I am always happy to see more availability in my queue, the fact is, this is one vote for not Too Much change at Greencine.

THEY BE AWESOME. I never have a problem finding some great DVD's to rent.

Upwards and onwards!
dh22
post #8  on July 21, 2003 - 8:07 PM PDT  
I, as much as anyone, understand how much work it takes to get a new system in place, and how long it take to correct problems. People just need to be patient. Things don't change overnight.

As long as you have a fair number of items in your queue you will always get something you want. I actually try to keep my queue under 40, because I don't like my list to get too long to read, but I find it rather hard to do because I get new CDs so often (and I'm on the east coast.)
RBrunette
post #9  on July 22, 2003 - 5:50 AM PDT  
Maybe if you had stronger packing you might not have so many broken discs. The postage for the 2nd once would be a lot cheaper than broken discs that need to be replaced.

If you ever watch the individual mail carriers stuffing mail into their bags you would see that it is going to take a lot more than a flimsy piece of foam to keep the disc from snaping in half.








> On July 21, 2003 - 12:52 PM PDT underdog wrote:
> ---------------------------------
> Btw, the only thing I could possibly add to Dennis' posting there is to keep in mind that whatever discs we are "short" of are often that way because many of our copies of that disc have been broken (usually not the customer's fault, usually happens via shipping). When discs are damaged we have to replace them of course; when we have to replace them, it takes time, due to some discs being backordered or out of stock or what have you. But we will be rolling out a possible solution for this, aimed at problem discs (movies that have a history of breaking more than normal), which may protect them more during shipping. We think this will be pretty cool as well, but as with anything, only time will tell.
>
> Hey, that rhymes!
>
> Thanks, as always...
>
> Craig P
> GreenCine Associate Editor
> craig@greencine.com
> ---------------------------------

dh22
post #10  on July 22, 2003 - 7:49 AM PDT  
> On July 22, 2003 - 5:50 AM PDT RBrunette wrote:
> ---------------------------------
> Maybe if you had stronger packing you might not have so many broken discs. The postage for the 2nd once would be a lot cheaper than broken discs that need to be replaced.
>
> If you ever watch the individual mail carriers stuffing mail into their bags you would see that it is going to take a lot more than a flimsy piece of foam to keep the disc from snaping in half.
>
>

I'm sure they've weighed the cost of shipping versus the cost of discs. If you add peenies to the shipping cost of a disc it doesn't sound like much, but you have to consider the volume of discs they send out every day. It probably out weighs the cost of an occasional broken disc.
underdog
post #11  on July 22, 2003 - 8:58 AM PDT  
> On July 22, 2003 - 5:50 AM PDT RBrunette wrote:
> ---------------------------------
> Maybe if you had stronger packing you might not have so many broken discs. The postage for the 2nd once would be a lot cheaper than broken discs that need to be replaced.
>
> If you ever watch the individual mail carriers stuffing mail into their bags you would see that it is going to take a lot more than a flimsy piece of foam to keep the disc from snaping in half.
>
>
> Sorry, guess I wasn't clear enough. We *are* starting to use a new stronger (plastic) shipping material for break-prone discs, which should help this particular problem a great deal (plus they're snazzier than foam, too, for all the fashion conscious among you!). All this despite the higher shipping costs incurred by us. Again, this will be aimed for now at least at the discs that are have more of a history of breakage due to being more flimsily manufactured. Most discs end up surviving even the USPS' gorilla-like handling systems, but for the others, this should help. :-)

Thanks.
cedrickstanton
post #12  on July 22, 2003 - 1:03 PM PDT  
You know, the "short wait", "long wait" problem is really the only thing I dislike about Greencine. Every other aspect of the service is, in my opinion, top notch. The customer service is simply the best I've ever seen from a DVD rental web company.

I'm looking forward to seeing where things go for you guys.
syntax
post #13  on July 23, 2003 - 9:20 AM PDT  
It's times like these that I wish all forums had a "rate a post" feature similar to slashdot's. When enough people rate a post to a -1, say, they disappear from the default display of that thread. The only way to see those posts is to lower your own personal threshold on the forum to -1. I'M NOT SUGGESTING GC DO THIS! It's just something that would be nice to have right now. :/

And, I was thinking about something. Each GC member has a queue. Which if you think about it means that you're not going to get the exact movie you want exactly WHEN you want it. Otherwise, there would be no reason to have a queue. Think about it.

And, for the Nth time. GC is NOT Blockbuster!
snafu
post #14  on July 23, 2003 - 9:39 AM PDT  
well an ignore that author button might be a nice feature but I think right now GC is small enough that it's not that hard to read all the posts in one sitting.
I do wish they would use some sort of commercial/free message board package instead of creating their own but I have no idea how integrated the board is and I am sure they are loath to throw away hours of work. It just feels like they are re-inventing the wheel. Message boards have been around for a long time and if you compare the GC board with any of the other popular ones you'll see some serious features such as edit/preview/spell check are missing.

> On July 23, 2003 - 9:20 AM PDT syntax wrote:
> ---------------------------------
> It's times like these that I wish all forums had a "rate a post" feature similar to slashdot's. When enough people rate a post to a -1, say, they disappear from the default display of that thread. The only way to see those posts is to lower your own personal threshold on the forum to -1. I'M NOT SUGGESTING GC DO THIS! It's just something that would be nice to have right now. :/


NLee
post #15  on July 23, 2003 - 2:18 PM PDT  
> On July 23, 2003 - 9:20 AM PDT syntax wrote:
> ---------------------------------
> It's times like these that I wish all forums had a "rate a post" feature similar to slashdot's. When enough people rate a post to a -1, say, they disappear from the default display of that thread. <

Very nice. Think about it: a dozen fanatic GC supporter will then be able to clean up all negative posts. There will no longer be any complaints in this forum about "Long Wait", "slow delivery", etc. All we can see here will be posts like "GC rules, NetFlix suxs", "Your customer service is the best", "I have 3000 movies in my queue and I never have problems getting movies to watch"....
Gradalis
post #16  on July 23, 2003 - 3:37 PM PDT  
To take this all full-circle, back to RBrunette original comments, "Is anything changing?" Yes. Fortunately, he said that he'd wait until October (technically, the first full month of the next season) because, by then, most of the oft-mentioned problems should be entirely resolved. Many will be eliminated in the next few weeks. Those of you who were members since the beginning have already noticed a handful of changes.

It should come as no surprise that these revisions must be fully tested before they are introduced, hence the necessary delays. We all appreciate your patience.

informatively,
Jonathan Marlow
GC Content Acquisitions
syntax
post #17  on July 24, 2003 - 8:37 AM PDT  
> On July 23, 2003 - 2:18 PM PDT NLee wrote:
> ---------------------------------
> Very nice. Think about it: a dozen fanatic GC supporter
> will then be able to clean up all negative posts. There
> will no longer be any complaints in this forum
> about "Long Wait", "slow delivery", etc. All we can see
> here will be posts like "GC rules, NetFlix suxs", "Your
> customer service is the best", "I have 3000 movies in my
> queue and I never have problems getting movies to
> watch"....
> ---------------------------------

Who said that it would only be negative posts? I was thinking more along the lines of ANYTHING that gets tiring. Constant praise can be just as annoying to some people. And, that's also not to say that either negative posts or praise would be ranked lower. It would all be a community choice. It's not like this hasn't been done before.
dpowers
post #18  on July 24, 2003 - 10:00 AM PDT  
i like ranking systems on techie boards but i'm mixed about their usefulness on "feeling" boards like this. like you're saying, it gets personal, how posts or posters are ranked. having moderators is a little better i think. grumpy people in a forum is often a sign that the conversation isn't what it could be, right? not compelling or something.

compulsion. compulsive. hmm. is compelling really a good goal...?
larbeck
post #19  on July 24, 2003 - 11:28 AM PDT  
> On July 21, 2003 - 7:48 AM PDT RBrunette wrote:
> ---------------------------------
> It seems that the eternal response for all the complaints about availability from Greencine is: "we're working on it".

I was thinking about this. If Greencine has fixed it, you would not be complaining. So what would be the alternative to "we're working on it"? Go to hell? Not that Greencine ever say that! But unless it was a quick fix, "we're working on it" is about the best response we can expect! Now, actually, I have seen some quick fixes in response to alerts about issues - like missing or bad information in the vastness of the Greencine database.

I thank the Greencine for working on it.
Dwoodwoo
post #20  on July 24, 2003 - 11:38 AM PDT  
An update for anybody interested in this topic.

We've got a new system in beta testing with a handful of GreenCine members right now that replaces the current rental queue "wait" system. As had been discussed in a previous thread a while back, the "waits" are really misconstrued -- the rental states really represent probabilities based on demand for the stock we have on hand -- the new color bar system we're trying out more accurately represents that. Some members had "figured out" our system and have been more satisfied as a result -- with this change, we're trying to make clear what's going on for everyone. This test will last about a week...if the feedback is good, we'll change the system for everyone.

In addition, we've in the midst of a catalog clean out/adjustment and stocking spree to catch up on low availability/"long wait" issues. The results of these stock increases will be felt in about a month or so (lag time in purchasing and receiving the disks).

We believe we've built a pretty good service here at GreenCine but obviously we're always trying to improve it. We started serious investigation of the queue issue based on customer feedback -- we apologize for any inconvenience it's caused but it does take some time to make technical changes without being too disruptive to an active system. So check back here or in the newsletter we expect to send out next week on the status of the new color bar queue system.

best regards--

dennis!
Dennis Woo
Managing Partner, GreenCine
dwoo@greencine.com


> On July 21, 2003 - 12:19 PM PDT Dwoodwoo wrote:
> ---------------------------------
> RBrunette and all--
>
> As per discussion about a week ago, we are working on a fix to some of the queue issues. The backend (software smarts) is fairly major, so we don't want to change something and have it screw something up in a major way. We're going to be rolling out an alternative rental queue status indicator system this week to a number of GreenCine members for test purposes. If the response comes back positive, it will be rolled out to all members. We're combining this technical change with some catalog error correction we've been doing to knock out wait issues. In addition, we'll be in a campaign over the next few weeks to knock out the major wait issues.
>
> We feel that moreso that most companies, we ask our members for feedback, listen to it, and act on it as soon as possible. I apologize personally that there should have been a public announcement some time last week on the status of the queue indicator system -- we got behind a bit technically and I should have at least posted a status update. Part of the reason for that delay is we were also trying to cram in the roll out of our first twice-a-month newsletter to include updates on the system, new movies, hints on using GreenCine, and an announcement about an upcoming GreenCine hosted event in San Francisco. Whoops. We hope current members are not discouraged and that new members are indeed encouraged to sign-up. We know we have a few problems with the queue indicators but we feel more than half this problem is a matter of perception and the chnage we're making should do a lot to clarify how the system works. That test and change should be up with the week. The other portion has to do with catalog issues and stock issues. Some of these changes were made over the past week and are continuing through the next week (some members received a notice on DVDs we had to remove from our catalog; others are were titles that are in stock but were misreferenced in our catalog, causing delays. In either case, the improving accuracy of the catalog will help reduce queue problems). And over the next month or so, we're hoping to knock out most actually stock based issues.
>
> We feel strongly that GreenCine currently the best offering for DVD rental, especially for the niche movies and tastes we're catering to. It's tough to satisfy everybody but we do listen and act in earnest to all posting on the board -- believe me, I have a team trolling the boards to make sure I'm aware of the biggest (and the smallest) GreenCine members issues. I do admit to a lapse in reporting over the past week (we had a spat of postings about this issue and we'd figured what we were going to do technically, but got delayed). We're going to try to pick it up this week, test things out, and hopefully things run more smoothly for those who had difficulty, and for those who were having great service, there'll be continuity that pace or better!
>
> If you want to drop me a line to rap about this, please send to dwoo@greencine.com. I'm busy, but I'll do my best to answer personally.
>
> best regards--
>
> dennis!
> Dennis Woo
> Managing Partner, GreenCine
> dwoo@greencine.com
>
>
>
>
>
> > On July 21, 2003 - 11:40 AM PDT RBrunette wrote:
> > ---------------------------------
> > Maybe so many people are complaining because they are not getting the service that you obviously are getting from the company. Usually when a lot of people complain it means that something is very wrong. Ignoring customer complaints is a major reason why companies go out of business. All Greencine keeps saying is that "they are working on it" so they too are aware they have a serious problem.
> >
> >
> >
> >
> >
> >
> >
> >
> > > On July 21, 2003 - 10:39 AM PDT JHeath wrote:
> > > ---------------------------------
> > > It boggles me mind why people are complaining so much. There are several topics a week with just people wanting special attention when they complain. Greencine has been nothing but top notch for me. There are just certain things you have to deal with when using an online rental service. Greencine is comparable, if not better in most of these areas (wait times, ship times, availability). Plus the customer service is excellent.
> > > ---------------------------------
> >
> >
> > ---------------------------------
>
>
> ---------------------------------

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