Info and forum posts by 'Stu McPoo'

RE: LoveFilm - Utterly Abysmal - Decent DVD Rental Company Reccomendations

I too can recommend ScreenSelect. Having been with LoveFilm for nearly a year (4-disc package), I received an offer, acknowledging that I might benefit from having more films at a time at my disposal, and making me an exclusive offer of eight films at a time for £39.99. I find it more than a coincidence that, just a few days after not accepting this offer, my Lovefilm status was devalued and my account was assigned a lower mailing priority. I declined the offer and - surprise surprise - I suddenly encountered their fair use policy.

Despite having returned all 4 films, only one was dispatched, with no further discs scheduled for dispatch. Upon further enquiry (via telephone) I was advised that, in order to provide a balanced experience for all customers and due to my high use of the service, I had been assigned a lower mailing priority and that I could now expect a far lower turnaround time, i.e. the next discs were not expected to be dispatched for another three days! Looking back over my history, I found had borrowed an average of 2.5 films per week over a year. This, LoveFilm suddenly determined high use - surely more than a coincidence that this came immediately following my turning down their special offer. A balanced experience for members, surely, should be the responsibility of members themselves. In the interests of fairness, it would be more rational and honourable for LoveFilm to suggest to members who do not rent high numbers of discs to perhaps reduce their subscription level.

The telephone operator at the time of my enquiry was quick to point out that I was not being penalized, though I truly cannot see it any other way, nor could I find a better way of describing the situation. The bottom line is: I was being penalized for my level of use of the service. It is logical to suggest that - if anybody - customers who rent lower numbers of discs are those that should be penalized under LoveFilm`s fair use policy. If someone is renting a low number of discs, they are then monopolising these discs for longer periods of time, effectively preventing your other members from renting them. Members with a higher turnover keep the discs for shorter periods of time, thus making them available quickly and more readily for other customers.

While one of Lovefilm's selling points at the time I joined was there being no limit to the number of discs one could rent in a month, that particular hook is one that is clearly re-evaluated once a member's custom has been secured.

All in all, this experience soured an otherwise satisfactory relationship with LoveFilm. I cancelled my membership on the spot and would rather join Blockbuster than ever use LoveFilm again. Anyone in a similar situation is advised to head straight to ScreenSelect.

This item was edited on Thursday, 1st December 2005, 12:54