Perhaps they ought to just temporarily close the site down rather than having a half-assed site up and running, with an appearance of business as usual?

Dear DVDTalk Members,

I want to begin this post with another apology for the inconveniences that you have experienced while shopping at DeepDiscountDVD.com and to thank all of you for your patience.

Your business is very important to us and we are working to resolve all of the open issues. The errors that you received on the web site this morning have been corrected. They were a result of a networking issue at our host and unrelated to our recent order processing upgrades. Although these types of networking issues do occur on occasion, the timing of this one was quite unfortunate in light of our recent poor service. Again, I apologize and this issue has been resolved.

I have communicated personally with many of you recently and want to thank you for your candor. Your feedback, both positive and negative, aids us in improving our services. We will continue to address all of your concerns as quickly as possible and resolve them in a manner that meets your needs.

We launched DeepDiscountDVD.com with three distinct value propositions: 1. Free Shipping 2. Lowest Total Price Guaranteed and 3. Satisifaction Guaranteed. For the last 18 months we have worked hard to live up these value propositions, including providing top notch service on all levels. In recent weeks we have slipped in providing the appropriate level of satisfaction to our customers and we are working now to restore our service to the appropriate levels.

One of the recent emails that I received said "apologies only go so far". That is absolutely true. And I can assure you that our systems are operating and that your orders are processing correctly. Our Customer Service response times should be back to normal by the end of the week.

Again, thank you all for your patience during these recent upgrades and for your continued business. We will do everything we can to restore your confidence in DeepDiscountDVD.com.

Sincerely,

David Barker
Director of Ecommerce
Infinity Resources, Inc.

Thanks

BTW: Please update your titles. I'd like to order the following, but they have not yet been added. They've been listed on other sites for 2-3 weeks already.

Lavender Hill Mob, The (1951)
Man in the White Suit, The (1951)
Thin Man, The (1934)
Shop Around the Corner, The (1940)
Horror of Dracula (1958)
Ladykillers, The (1955)
Auntie Mame (1958)

Could you also add back the titles with a discount from msrp:

Find A Place to Die
Today We Kill...Tomorrow We Die

They were listed once but at full msrp. and then they disappeared.

I would just like to add that David Barker came back with a very timely response to my email and that my missing order is being addressed - so I am a happy camper and am rather relieved that DDD will continue to operate.

It is unfortunate that some are so fickle in their online dealings, that they are ready to jump ship at the first sign of difficulty - I suppose the goodwill built up over a long period of faultless service is meaningless in this day and age of instant gratification?

I for one appreciate David's efforts to set the record straight.

regards, Tim...

Too true!

Just wish my order that was "Complete" two weeks ago would get here ... never got an e-mail, either. Was probably cancelled

What is the FREE gift that is mentioned on Dvdpricesearch?

FREE GIFT WITH PURCHASE AT DEEPDISCOUNTDVD
* Use the promotional code 01102 during checkout to get a FREE gift with any purchase at DeepDiscountDVD.com (expires unknown)

Same thing happened to me and when I asked them, the order was cancelled. Really strange and even more annoying.

I'm about to give up and go to DVDEmpire, or Amazon.

I want to prebook about 12-14 titles, and I keep getting cannot find server and an extremely slow site.

I've used them in the past, and it's never been this bad.

I really *want* to order from DDD, but I'm having problems too...

I emailed them several days ago with a question regarding a 10% off coupon code that wasn't working for me, even though it should have been. I was planning on placing an order for a couple of DVD boxed sets if I could get the coupon to work. No reply to the email... even though they say on the web site that they'll reply by the end of the next business day.

I've also tried calling them several times... but I always get stuck on hold indefinitely. Argh. If I can't even get in touch with them about a problem, how can I order from them? The prices are good, though, so I'm hoping Mr. Barker, the DDD rep who has posted in this thread, will read this and poke someone to help me out here.

FWIW< DDD reps, all of my business is going to another site.

I'm not sure what you guys are doing over there, but the site is ungodly slow and non performing.

Thunderball,

Did you even try contacting David Barker (the DDD rep) on the email address he provided in an earlier posting of his in this thread? If you had, you might have been able to come to some satisfactory way of getting your order placed and circumvented the problems you seem to have been having.

As it seems very appropriate at this point, let me quote myself from an earlier posting:

"It is unfortunate that some are so fickle in their online dealings, that they are ready to jump ship at the first sign of difficulty - I suppose the goodwill built up over a long period of faultless service is meaningless in this day and age of instant gratification?"

regards, Tim...

I'll still shop at DDD, but I have to agree with what Thunderball said. The site is very slow. Hopefully this is just a temporary thing. I was hoping that recent updates would make it faster, but it has become incredibly slower.

I'm on DSL, and the site takes 25-30 seconds to load,and up to a minute to "buy" and to "view" the shopping cart.

I do believe I'm through with them as well. Got one pending pre-order to go through and then I'll do business elsewhere. It's just SO not worth it when an order is placed and re-placed and a month later they haven't even gone through. Half.com is the better way to go on already-released DVDs anyhow.

STILL crawling along.

I just bought four DVDs and it took me over an hour with a cable connection

They're lucky they have great prices and free shipping.

I have a cable modem too, and I won't lie and say it's fast, but my orders have been going through within reasonable lengths of time.

My current problem is that an order that I placed for the Jackie Brown CE and the LotR EE is showing as completed even though neither movie is out for weeks/months. I don't mind re-placing the order, but I want some assurance that I won't end up with four discs.

Just to follow up on my experiences having a horrible time getting in touch with DDD. I finally got a representative on the phone this morning, and I got my order placed with the coupon, no problems.

Just to say, tonite the site seemed much much better.

Not toally up to where it was, but not so slow either. I filled my cart with preorders, and what not, in under 30 minutes.

It's not even just a matter of a slow site, it's them being unable to process orders when they are placed too. I don't plan on bothering with them much more. Slow site + enigmatic service following the order = Dissatisfied.

ok, believe it or not I'm changing my tune. It doesn't happen very often, but when it does, there has to be a good reason.

I received an email from Mr Barker asking me to please give it some time, and to let him personally know when the site was back up and running again. So I waited, after all, my order was going to be mostly preorders, with a few current releases thrown in. So, there I sat, waiting, waiting, waiting...

Finally, on Saturday, the site must have gotten a steroid shot. Everything started running close to the way it used to.

I emailed Mr Barker, explaining my situation, and he was VERY courteous, and professional, dealing with all my concerns about the site.



DDD is still running a tad slower than it used to, but the ordering system seems to be back on par.

My $$$ is going back to DDD.

I think the customer service is really great. They really seem to care about keeping a good relationship with the customer. That is the only thing that is keeping me from jumping ship. Last night it took me an hour to place an order. After a number of web site not responding messages, and various other problems, it went through. As of now, still no email confirmation, nor is it on the order status on the web. Orders that I cancelled 10 days ago are still listed as open on the web site. I really hope this is going to change for the better soon.

I buy almost all my online DVDs at DDD, but it is frustrating when I try to look at my order status and it takes 5 minutes for the page to load. I really hope they find a way to speed their website up. I've even got one order I placed weeks ago that still doesn't show up. Hopefully, it will go through.

I have huge fondness and loyalty for DDD, but it is frustrating to see these technical problems over such an extended period. It's been practically a month--and it happens to correspond with one of my busiest purchasing periods ever.

I've always been impressed with their willingness to discuss things openly here. David Barker's very courteous, professional and pro-consumer attitude goes a long way with me.

But I do find myself for the first time worried about their future. I'm still ordering, but I'm extremely concerned. Server response time is still unreasonably slow. Cookies seem to be lost with nearly each visit. Order history is inaccurate and not updated. All is clearly still not well, even after repeated reassurances over several weeks.