Yeah, they should, at the very least, be offering the discount to everyone who ordered, emailed and/or called them during this website "event." I guess a few more orders will be drifting Digital Eyes or DVD Empire's way...

Well, if you place an order with Digital Eyes to avoid giving business to DDD, you're out of luck. Digital Eyes is owned by the same company that owns DDD -- Infinity Resources, Inc., which also owns DVD Planet.

Thanks for the response. The order shows closed, but no email (or 10% coupon) notification.

What a fucking joke and what a slap to the face.

When Time/Life screwed up and my personal information was on display for all forum members to see, they bent over backwards trying to make it up to me. Hell, the president of one of their departments personaly wrote me to check in and see if everything was cool. They took it on themselves to make sure things were right.

I dont care about a coupon. Fuck the coupon. I want some personal responsability. I want some communication from the company saying "Geeze, we really screwed up big didnt we. We're really god damned sorry!" I dont want to hear about it third hand on a god damned message board somewhere. How about building some good fucking PR here, instead of jacking off to a select few.

This has been a bullshit situation from the get go, and they have handled it poorly every step of the way. Piss off Deep Discount - I'm through with you.

I can't really see where all of this anger is coming from. It was a mistake -- a stupid mistake that could have been handled far better than it was. They should have reacted more quickly and more decisively to fix the problem; however, I can give them the benefit of the doubt in that they didn't fully grasp the scope of the problem. Their IT department is human, and there will be occasional mistakes (just as there will mistakes made by any company). I certainly can't see where I need to have public floggings of the staff of DDD just so I can feel better about things.

I have spent literally thousands of dollars with the company. I feel that the site is now secure, and I will continue to order from them. No ass-kissing on their part is necessary to retain me as a customer.

I haven't been able to log in since the site came back on Tuesday. Clearing cookies did nothing. Adding an item to my cart and going to checkout worked for that page but I was logged out again as soon as I hit "Home".

They are even located at the same Itasca, Il zipcode. Notice where some of the three sites use only a PO Box address. Is that to disguise the fact that all three are at the same location, and if so, then this would make one wonder why they are running the same online business, with three different online front-ends, out of Itasca?. Amazon, Bestbuy, Barnes & Noble, etc. do not obscure their umbrella franchise relationships. Makes one wonder if one can hope for candor and transparency about anything from an enterprise which uses their current vending structure. How many people knew that Digital Eyes, DVD Planet, and DDD, are pretty much the same outfit, and not, in an reasonable meaning of the word, competitors?.

NetResults

You feel the site is secure. Good luck with your Faith Based Inititive!. On 10/11 you posted a comment about the weirdness at DDD continuing.If you had hired a security firm to guard your home while you were away for the weekend, and when you returned, not only was there no one guarding it, but they had left the door wide open for all to enter, I bet your reaction would be, Security people are human and will make occasional mistakes.

NetResults

While they're all owned by IRI, they do operate as separate businesses, with different business models. It's just that all the revenue flows to a single corporate entity. The reason for the common address in Itasca, IL is they all use same distribution system, which operates out of that location, among others. That's also why the shipping confirmation emails from all three look alike ("We thought you'd like to know...").

Geez, some of you people are harsh. I think they handled it alright - they had no choice but to cancel every order and 10% coupons off there already low prices is nice.

This problem seems to have been a simple mistake and no credit card information seemed to have been leaked to anyone (according to DDD).

I will continue to order almost al of my DVD's from this company.

Jaspear thank you for researching this. Now — might their ongoing ecommerce problems be somehow related to all three of the iterations of DDD (see posts above) operating off of one platform? I'm not in any way skilled at anything IP related, but I could see opportunities for conflicts if DDD3 is operating off of one (server, platform whatever), based out of one office suite.

Oracle is a sturdy, robust company — vetted with numerous Fortune 500 companies — so I doubt the weak link is there. There is something going on with Cyberworksmedia — who should be very very concerned right about now that they, themselves, aren't liable for some/all of DDD's economic losses, not to mention business goodwill.

As for my "condescending attitude" toward DDD — I think frustration is a better description. I don't "condescend" to a company I plan on purchasing from in the future; but I tell you factually that one DDD supervisor who had written to me promised to look into the two problems I had with my very first order with DDD. He asked me a couple of product questions and instructed me to respond to him at his personal email. I did, and was polite but firm. No reply. Another email I sent to DDD's general customer service address was never responded to. Thus, when I purchase from DDD I am prepared that problems I might experience with the order will in any event be incapable of being addressed efficiently by email because emailed issues are not responded to. I've obviously chosen to continue to purchase from DDD in spite of these problems but I don't experience any confidence that the order will be without problems. With DDD's latest instability issues I am almost certainly going to generate a virtual credit card number with a low credit line, I have so little faith that the company will shed itself of their corrupted system. The very last thing I'm going to do is cut loose the numbers for my $32k Platinum Mastercard to the equivalent of a global billboard.

I emphasize that there is a pattern here and for crying out loud fix it already. I would begin by tossing their current Host Cyberworks. There is a hungry enough IP market out there that DDD3 should be able to migrate to another ecommerce Host for the same money. I strongly doubt these security breaches are the result of their Oracle platform.

My consensus then:
1) I don't consider DDD responsive
2) DDD has outstanding prices
3) DDD has a dangerously unstable platform. I gather from their refusal to replace it that it is "Every man for himself" to do business with DDD and will respond accordingly by storing only virtually-generated credit card data with very low limits, probably no more than $100.
4) I will never purchase regularly from DDD until I have witnessed a sustained absence of site-related issues for at least two years. That will be my threshhold for determining that everything that has been promised by DDD up to this time hasn't been lipservice — they really have fixed/replaced their system(s) and I can safely treat them as any other online vendor I do business with.

PEACH

Well, I guess that means that whatever slipshod ecommerce security is in play at DDD, chances are it is also at the other two branches.

Take an operation as frustrating as Columbia House DVD. Even after you login to your account, once you try to access personal history and other data, they ask for the password again. This gives a second layer of security. DDD on the other hand, as soon as you were logged in, all your data history was right there. When I logged on Monday to change to Bill Me Later, even the password reminder answer I had picked was shown.

What has been the biggest threat to Ecommerce not becoming a mainstream utility which would be adopted by the vast majority of the normal consumer base. That's right. A fear held by many of the public that their transaction data was vunerable to hackers, and thieves. Therefore the primary confidence building goal of all who would wish to expand their online enterprises is to go the extra mile to ensure that security is paramount. DDD shoestringed it, and got burned. They did not even have the foresight, and planning acumen to inform their customer base by email in advance, that they were going to be doing the weekend conversion, and folks should be prepared for some potential problems, since it is the rare system migration that goes smoothly. It also looks like the rushed to put the new system online, without extensive offline beta runs and debugs.

NetResults

As for my "condescending attitude" toward DDD — I think frustration is a better description. I don't "condescend" to a company I plan on purchasing from in the future; but I tell you factually that one DDD supervisor who had written to me promised to look into the two problems I had with my very first order with DDD. He asked me a couple of product questions and instructed me to respond to him at his personal email. I did, and was polite but firm. No reply. Another email I sent to DDD's general customer service address was never responded to.

Miss Peach,

Only one person posted a claim that you were condescending, and his remark was the essence of condescension toward you. I don't know if you noticed that I got your back on that one, since I felt it wasn't fair to put you in the position of having to respond to such a judgemental snide remark. I think Zell Miller has send his second to challenge the varlot to a duel.

NetResults

Miss Peach

The Oracle based system to be developed by CyberworksMedia referenced in the link above is not our current platform.

We are in the process of developing a new ecommerce suite with CyberworksMedia and Oracle that will be launched after the first of the year.

Again, I do apologize for any inconvenience the events of this weekend have caused you.

Sincerely,

David Barker
VP, Marketing

So I ask again (since David has visited this thread a couple of times since I posted, and hasn't commented): when do orders start going out the door again? I've got Tuesday preorders that I want to arrive on time. Or am I the only one who's seen nothing ship this week?

I am not angry, I'm frustrated. I require no ass kissing. I require no damned 10 percent off coupon. I have no desire to flay the DDD staff within an inch of their life.

What I *DO* require is some god dammed communication. What steps are they taking to make sure this never happens again? Who is looking into the problem that lead up to this disaster? Why the hell should I *EVER* trust these people again with my personal information.

Since it was just "a small percentage of users" who had their information violated (And frankly, I don't give a rats ass about how small of a percentage it was - it was 100 percent of me. Screw little Timmy in New York who also had his information on display. *MY* privates were out in public view, and that's all I care about. That's one person too many in my book) - then someone with power and authority should be able to follow up with their customers personally. And yet I'm getting all my information third hand.

Way to go to prove that you care about your customers.

I sense much anger in this one....

I have two orders in the queue that haven't shipped yet, I wish they'd hurry up and ship those (not that I expect them fast, anyway, but it'd be great to know they are on the way).

Diskfiend,

Sorry for not replying earlier - orders began shipping again yesterday.

David

My champion! I hand you my glove, noble knight! LOL

PEACH

Ah, this is like cool water to a (small army heh) of dehydrated customers, of which I am one.

I must say also that I am impressed you are communicating not just this proprietary corporate data, but you do appear to be engaging with our fiesty little community. That is a very good thing, and I applaud you for it Mr. Barker. You'll forgive me if I protect myself by using virtually-generated credit card numbers until I am convinced, but I state once again — I will buy from DDD in the future, and am less concerned with coupons than I am more serious issues which might deprive me of my selfish enjoyment of your outstanding prices. And I'll go further — forget emails; I think it's much more productive to communicate in our forum. Forgiven, let's get back to the movie. And friend El-Kabong — you didn't mean that, surely? Do what I'm going to do — generate a low-balance virtual credit card number for your DDD transactions until they migrate to their new system. The only other remaining issue is the "SHIP TO ANOTHER ADDRESS" policy, which it strikes me can be resolved by requiring credit card data to be reentered.

Or is that still a problem?

PEACH

DDD,

May I get a 10% coupon since my personal info was opened to the world over the weekend?

I believe that has been resolved.

David,

Are all customers with cancelled orders expecting to be emailed? I still haven't gotten anything.

I was referring to your condescending attitude toward other posters here who were not all that upset about it and still planned on doing business with DDD. Such quotes as "What planet are you from?" (concerning DDDs customer service), as well as another poster saying "Give the beggars coupons" (which sentiment I seem to recall you echoing) certainly suggests to me an air of condescension.