Page 1 of DVD SOON FIDELITY I CARD MEMBERS DEMAND A BETTER SERVICE!

Okay, is it just me or is DVDSOON`s Customer Service and Despatch of some New Release extremely Poor - to say the least.

On numerous occasions Pre Orders, ordered a few weeks in advance fail to ship before on even on the official release date! When you speak to them all they can say is "that they are at the mercy of their distributors." In the meantime they have had my cash for over 3 weeks and are still holding on to it, till i cancel and process a refund to my CC.

I think us Fidelity memebers should get together and protest about this poor service and demand to be treated better.

Okay cheap prices! But does that automatically mean Poor Service - CDWOW seems to get it right on both sides.

Okay great deals for members on new releases like AVP, but what`s the use of this if you have to wait for up to 3 weeks after official release date (quote from DVDsoon.com) before they get stock.

I would encourage ALL Card Holders/members to write to DVDSoon CS at ofni[at]moc.nooSDVD?subject= Fidelity I Card Member - client ID is ****** I Want Better Service!

As a group we may stand a better chance of getting a result! What`s there to lose?

Lets give it a go.

This item was edited on Wednesday, 26th January 2005, 15:28

i`m with you but the guys on these forums are just too british - i.e. we can`t complain as it is just not polite.

i tried to get people here to complain about them altering their prices so much but nobody here batted an eyelid.

maybe try some american/worldwide forums?

or you could set up an online petition thingy. maybe that would work better?

btw here is an email i sent to them jan 10 - still not got a reply:
Quote:
dear sir/madam,

i am writing to complain about how annoyed i am with regards to your
pricing policy and customs declaration policy.

firstly the customs issue - i have been in contact with customs here
in the uk who have told me it is illegal for you to declare any other
amount other than what the customer is actually charged. specifically
this is causing problems since you ran the promotion for 25% off all
prices for fidelity i-card members. a lot of what i ordered fell under
the tax-free maximum of £18 (around $40CAD), including the simpsons
season five, e.r. and the shield seasons three, and the like. once
the 25% discount is applied, this value comes down below $40CAD, but
yet you printed the full value of the item on the simpsons customs
sheet.

as stated above, this is illegal according to customs. they value
items on the final price paid, not the actual value. you can give them
a call if you so desire and quote reference number QLW31979.

my other point is that i find it extremely annoying that you
continuously alter prices for your products. your tactics are akin to
the practices of the gas stations in your country that vary gas prices
almost hour to hour - something that i am sure you find just as
annoying. one specific example is that of the village dvd - i ordered
this a little while back at $28, but now i note you have dropped this
down to $23. why? and why do the people who have given you money well
before the release date have to pay extra? i find it incredible that
you can defend this practice by saying that people who ordered first
get it first, where this is clearly not the case since my order is
still packaging even though the release date is tomorrow. and it does
not show any loyalty or graditude to those customers that have stuck
by you through all these years - not even those who have purchased
your i-card, like myself. you should take a page out of `play.com`
practise who state that if the price drops between the time of
ordering and the time of shipping, the lesser price will be charged
(even if the price goes up between these times, they only charge the
lower price).

believe me when i tell you that i am not the only one who has such
grievances with your company - you only need to have a look at the
online dvd forums to find out how many people are annoyed abuot you.

i doubt you will take my comments seriously.

sincerely,
Dr. Hasan.

Thanks for the Support. Have you seen the prices now! They have just added $10 CAD to most of their pre orders.

E.G. The Incredibles - $36.98 CAD

give it 3 days and they will bring them down again - they have messed up their discount system hence the high prices.

did you have any more thoughts re: online petition?

This item was edited on Wednesday, 26th January 2005, 23:12

I wasn`t aware that they messed up the Discount system? How so? Yes, i hope you are right and the prices do fall again and soon.

I just think that although the prices at DVDSOON are generally very good that their Service has suffered of late. I guess that this is due to the success of their 25% Sale and they are still trying to catch up - did you get an email explaining the reasons for the poor service from the shipping dept. Basically they have had to introduce a New & Improved system - so time will tell.

But it doesn`t hurt to keep them on their toes and I think us Fidelity I Card members have a little more clout and we should ALL speak up if we are dissatisfied at all with the level of service they are providing.

So demand a better service now...

like i said i emailed that letter jan 10 and still no reply.

online petition beckons methinks.

:( I recently complained about the declared value and after a very long wait received the following reply:-
Dear Sir.

Our customs declarations forms have been reviewed by upper management as
well as with certain customs offices. Unfortunately we are unable to
have this form reflect the iCard discount as it is not the true value of
the product. We have attempted to locate a work around as we were
unable to do so. Please remember that the value was distinguished
according to the legal documents provided by custom offices who have
complained regarding our procedures in the past.

As an alternative you can advise your local customs office that you have
your sales receipt. Some countries may accept this where as others may
charge a fee. Please note that we will not be able to reimburse any
additional fees that may be incurred by providing your sales receipt.
You can print your invoice by clicking on the blue button located at the
bottom of your order summary in your account.

I apologize for this inconvenience. If you need anything else please do
contact me once again.

I replied and told them that it was illegal to declare a higher price than that paid and await their response!
The more complaints though the better.

This item was edited on Friday, 28th January 2005, 10:20

I must admit I`m not too fussed about the delays. To a certain extent cheap prices generally means slower turnaround and service and they are bound to be rushed off their feet at the moment with all the discounting they are doing.
It`s the Gordon Brown surcharge I take exception to and DVDSoon`s apparent indifference to our plight!

The problem I think is that our emails never actually get through to anyone of importance and hence we all get the same standoffish standard nonsense reply from some hapless DVDSoon functionary. We really need to find out this guy E. Guiard`s email address and fire him a few missives!

Okay then,

Firstly i think that any correspondence will have to be from fidelity i card members. And we need to tackle the common gripe of declared values on DVDs shipped.

As far as getting the email to the right person, i was told that these need to be marked Management and that way they stand a better chance of getting closer to the Organ Grinder.

I do not know the legalities of them breaking the law, by not declaring the amount paid on the package after Discounts (surely they must know what is right and what is wrong, specking in terms of law) - but aren`t CDWOW guilty of this then, if that`s the case, as they do not declare the full value after discountm or do they now? They do don` t they?

So, someone get the legalities clarified, get a sentance sorted and we can add our weight as a group behind it.

This item was edited on Thursday, 27th January 2005, 23:50