Page 1 of Fire at Video Island warehouse... any more info?

Lo All.. I use Tesco DVD rental (not too bad overall - a bit of a struggle to get the newest releases though) and this message has appeared. I`m not sure when, but I sent a few DVDs back on Saturday and was having a look to see if they had arrived so this is the first I knew about it. You would think Tesco could send out a email to let the customers know...

"We have experienced a fire in the warehouse
This may cause a temporary disruption in service for some customers. We`re very sorry for this and will, of course, be offering full compensation for any loss in service that you experience. Thanks for your patience, we`re moving heaven and earth to return to peak performance as soon as possible."

see also...
http://videoisland.com/corporate/news_item.html?item=1241

I had a search in the forums but no one seems to have mentioned it recently. I was wondering if anyone had any more specific onfo about the expected delay or compensation.

Cheers - Paulie.

This item was edited on Tuesday, 6th September 2005, 14:51

From the screen select website.

Quote:
IMPORTANT MESSAGE FOR OUR CUSTOMERS! Please read.

Question
On the 1st of September we experienced a fire in the warehouse. This will lead to a temporary disruption in service over the next few weeks.

Answer
We are relieved to report that no-one was hurt in this incident and all Video Island staff have been accounted for.

As a result of this fire, there will be no dispatches until Tuesday (06/09/05) at the earliest; we hope to manage partial service by the end of next week. We thank you for your patience during this time.

We will be offering full compensation for any loss in service that you experience. More details on this compensation will follow early next week.

http://videoisland.com/corporate/news_item.html?item=1241

I must admit I`ve been really pleased with the service I`ve received from ScreenSelect and the way they`ve handled this so proactively.

I hope I haven`t spoken too soon. Let`s see if we`re properly compensated.

I got an email last night. As compensation we they were giving 1 weeks free rental credited to your account at the next billing date. So June 2006 for me as I paid for a year in advance. :/

I only had a delay of 2 days on the one dvd I returned to screenselect, so 1 week compo is not bad at all.

Regards,
Valentino

- - - Planning A Party? - - -
www.partyweb.co.uk

Well, I wasn`t entirely happy with the compensation.

I lost at least a week, which is fine, but they are now taking at least twice as long as before to dispatch stuff.

Also I don`t think the compensation has been done entirely fairly, as they`re just taking a week`s cash off your next bill. As I was about to cancel (purely because I`m all DVDed out) it would have meant I would have had to pay for another month in order to get the compensation. However, I just phoned them and they immediately put my billing date back by a week. Any further time would be no use to me anyway as I`ll be away on holiday.

All in all I think ScreenSelect do seem to understand the importance of customer service for a business like theirs.

I`m not entirely happy about only getting a week, but then I`m never happy.

And compared to LoveFilm this is utter bliss.

Just phoned them again about the delays in sending out discs and, after checking my account, they`ve bumped my billing date by all the lost days.