CH has got me Fuming!
 

During last month CH had a list of $19.95 DVD's B1G1 Free, so I ordered Seabiscut and Monster; and 3 other DVD's that were part of the 3 for $25 Special. I also used the $5 off webdvd coupon, and thought with this order that the one $19.95 DVD I paid for; and the 3 for $25 would count as my 2 Fufillments. My account has shown as needing 1 more fufillment to be purchased, so I figured they forgot to count the 3 for $25 as a fufillment and wrote an email to them and said that what I purchased sould have counted as 2 fufillments, and asked why my account showed that I still needed to make another purchase. It appears the webdvd coupon lowered the prive of Seabiscut which was my $19.95 selection. What I've pasted below is their reply. :mad:

We apologize that our automated response did not
completely address the concerns mentioned in your
previous e-mail message. Please be assured, no
discourtesy was intended.

Please be assured that for the following selection
your dvd club account has been reduced by 1 commit as per the offer "3 dvd's for
$25 will count as 1 towards your membership obligation.


Currently, regular prices are $19.95 and above
plus shipping, processing, and tax in states where
applicable. Items purchased below this price do
not count toward completion of your membership
agreement. This information is noted in the
Welcome Booklet you received at the time of
enrollment as well as in each issue of our magazine.

Due to the special low price, the purchase of the
following selections did not count toward
completing your membership agreement.

SEABISCUT 2003 $14.95

Therefore, it is necessary to purchase 1
more to complete your agreement.

If we may be of further service, please let us know.


Sincerely,
Kent Ford

Kent Ford is an ignoramus. Write again and maybe you'll get someone who knows CH as well as you do. Do not allude to the previous email, as this might cause some confusion.

I would call a CSR.

One fulfillment of every membership I have had (nearly 50) has been marked down $5 as your choice Seabiscuit was, and they all counted.

I would call a CSR.

Kent Ford is 100% wrong.

I would call a CSR.

Did I mention I would call a CSR? :)

100% of all CSRs I've had the "pleasure" of speaking with have no clue about the WEBDVD coupon and where it fits into the grand scheme of enrollment/fulfillments. 75% of the CSRs I've talked to barely speak English. One even told me my selections didn't count as fulfillments even though they did.

Write another e-mail to their CSR, do not mention the e-mail you received but do mention how everything was supposed to work and how you got screwed over.

Same thing happened to me the other month on 3 sets of 3 for $25. I emailed them to get my fulfillments credited, and they gave me credit for 2 only, saying that the title at $3.33 didn't count towards commitment. I simply replied to that email, explaining that the low price was due to the WEBDVD discount and that it shouldn't affect the commitment status. They fixed it the next day, no problem.

Always remember with CH - just be patient, and try to remain calm. (Easier said than done sometimes, like me with my fourth Fullscreen version of Lake Placid when I ordered Widescreen, and they never even supposedly carried the Fullscreen edition, and I'm tired of sending them back, and now it's not even on the site anymore since it's a Fox title, and. . .)

I fifth, sixth and seventh calling a CSR. I have had to explain the reason for the $3.33 DVD on several occasions during the last 3 for $25 sale, but they always figured it out quickly over the phone - even the Indian CSRs. Despite some difficulties in communication, they have generally been very eager to help straighten out any problems.

I had the exact same thing happen to me: on my most recent account, I selected "3 for $25," pre-ordered FARSCAPE: THE PEACEKEEPER WARS, and applied the web discount. (Actually, they didn't give that to me at first, I had to email them and they took care of it.) Then I had to ask _twice_ to credit me with fulfilling my obligation, which they did. Of course, I am having so many problems with CH on my other account that I am a millimeter away from cancelling that account.
By the way, IIRC, aren't venders obliged to provide detailed accounting of amounts billed? CH says I owe over $150 on my other account, but despite repeated phone calls and emails has yet to tell me for which titles I am being billed.
Thanks, and good luck.

... and just in case it wasn't blatantly obvious yet, I too vote for the "call and talk to a CSR" option. I've tried the whole e-mailing route and it never seems to work for me. Whenever I try to e-mail CH they always seem to fix the initial problem while causing a completely separate problem at the same time.

Calling is the easiest way to explain the problem, plain and simple. And if you get a CSR who doesn't understand, simply thank them for their help and ask to speak to a manager about the situation. It may be a pain, but it's better than e-mailing their reps back and forth for a week or two.

Asking to speak to a manager doesn't help when the CSR is so incompetent that she says there are no supervisors or managers to be able to transfer me to, and that I should call back and speak to another CSR who will tell me the same thing she did. :grunt:

Seems that quite a lot of the time, the person answering the emails doesn't "snap" that a $5 web discount was applied. Thus, resulting in the 1st title being $5 than it actually was. You see the $5 discount as a separate line, but when you place the order it is automatically applied to the 1st item in the order. Some @ CH forget about this of their system.

When you have problems with a regular CSR understanding the $5 web discount, it is best to ask to speak with a "web specialist". The web specialist can pull up your internet account as you see it and verify the trouble you are having. And they are familiar with the $5 discount and how it is subtracted from the first item in the order.

You know, I got a Kent Ford idiot e-mail too!

An idiot CSR just added to my problem. Instead of giving me back full credit -- since she's one of the many CSRs who have no clue about webdvd -- she gave me another $5 discount. So now additional CSRs see that new $5 off, and keep giving me the company line about the other dvd that already got the $5 off when I first placed the order not being an fulfillment obligation! :mad:

I usually lurk on the "Other" forum, but sneak over here every once and awhile to glance around. I used to work as CH, as a CSR, and I've got to appreciate the love :).

Whenever you have a legitimate "commit" problem keep arguing your point. If one CSR doesn't help ask to speak with a manager or call back. When I worked there (which was a LONG time ago) one thing we did have leeway with was commit. Might have changed since then though....

"Otterville"- talks more about current events and different odds and ends.

It's just another forum here in DVDTalk.