Dear Members of the DVDTalk Forum,

I would like to apologize for any difficulties that you encountered while making purchases on our web site today.

DeepDiscountDVD.com was officially launched on Monday 1/29. In the last 18 to 24 hours we have received a volume of traffic much greater than we anticipated, causing our site to perform very poorly. We are currently in the process of updating our servers to handle the additional volume and anticipate these updates to be completed by Wednesday, 2/7.

DeepDiscountDVD.com is owned by Infinity Resources, Inc which also owns the Critics’ Choice Video catalog and CCVideo.com web site. As Critics’ Choice Video we have more than 14 years experience in the video retailing business and during that time we have maintained a reputation for fast, accurate shipping and exceptional customer service. And as a DeepDiscountDVD.com customer you will receive the same level of exceptional service.

We do appreciate your business and again apologize for any inconveniences that you may have encountered. I can assure you, however, that we are working to correct the problems and we look forward to building a lasting relationship with each of you.

Sincerely,

David Barker
Director of Internet Marketing

Welcome and thanks for the reassurance. You've got the customers and done the talk, now lets see you perform. Anxiously awaiting my order.

David, thanks for taking the time to post but this is better suited to the Online Store forum where I’ll move it to. While I have your attention can I ask that you take another look at your very high International shipping? Feel free to post to the existing thread in the Bargains forum.

I'll tell you, with your free shipping and prices lower than Buy.com, you'll have a lot of dedicated customers assuming all goes well--I know I'll be one.

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JuryDuty

''Don't blame me, I voted for Jack.''
My DVD's at DVD Aficionado

Yeah, but as Jonathan.e pointed out, look at their international shipping rates, and only for slow old DHL worldmail - not courier. Once I saw that I didn't even bother looking at the rest of the site, or other prices...

Hey, thanks for coming to this site and letting us know. It's nice to know a company takes the time out to come talk to their customers.

If I may ask, why are the pre-order pages so huge? They're like 1000k+ downloads! I have to wait 5 - 10 minutes for each "day" to download that I click on! I see no reason why they should be so huge.

But anyway, great prices. Assuming I get my order w/ no problems, I'll definitely be a returning customer!

[This message has been edited by Shaggy999 (edited February 02, 2001).]

As I indicated in my letter to your customer service I would be interested in browsing your site looking for titles I'd be interested in. However, due to the extremely graphical nature of the site it takes forever to flip between pages, time I'm just not willing to take. I'm on dsl but I don't have the latest, greatest machine and the wait time is just too much to bear.

<BLOCKQUOTE><font size="1" face="Verdana, Arial">quote:</font><HR><font face="Verdana, Arial" size="2">Originally posted by Lurker1999:
As I indicated in my letter to your customer service I would be interested in browsing your site looking for titles I'd be interested in. However, due to the extremely graphical nature of the site it takes forever to flip between pages, time I'm just not willing to take. I'm on dsl but I don't have the latest, greatest machine and the wait time is just too much to bear.</font><HR></BLOCKQUOTE>

Indeed - plus I wasn't able to find at least two titles on the site - The Naked Kiss and Shock Corridor, both Samuel Fuller movies on Criterion. However, other films like Alphaville and Amarcord are listed, so what gives...?

[This message has been edited by stingo (edited February 02, 2001).]

<BLOCKQUOTE><font size="1" face="Verdana, Arial">quote:</font><HR><font face="Verdana, Arial" size="2">Originally posted by Shaggy999:
Hey, thanks for coming to this site and letting us know. It's nice to know a company takes the time out to come talk to their customers.

If I may ask, why are the pre-order pages so huge? They're like 1000k+ downloads! I have to wait 5 - 10 minutes for each "day" to download that I click on! I see no reason why they should be so huge.


[This message has been edited by Shaggy999 (edited February 02, 2001).]</font><HR></BLOCKQUOTE>

My Gawd, yes, those downloads take forever, and lock up my rig for a while on each page...

Thank you all for the comments and the questions. I'll do my best to answer them.

International Shipping: We will reconsider our international shipping rates and try to offer a less expensive option.

Download Time: We are working on improving the load time of the site and I think you'll begin to see some improvements in the coming days. We will continue to work on this issue until it is solved.

I hope that this answers some of your questions. I do appreciate your input and your business and would be happy to answer any further questions.

Dave

DeepDiscountDvdDave:

Thanks for getting back to us here at the forum so quickly. It seems apparent to me that if you can resolve these issues, you'll have a TON of DVD orders from the DVDTALK member populace.

I know I'll be amongst them. http://talk.dvdtalk.com/ubb/smile.gif

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About to experience the "BITE" of society

How does your order confirmation system work?

I placed an order well over 24hrs ago and haven't received a confirmation, while others have claimed to receive an email in a few hours.

How/when are DVD's added to the website? There are some titles I'd like to purchase/preorder, like Being There that I haven't been able to find... (though I did order Alphaville, still waiting on confirmation)... thanks...

<BLOCKQUOTE><font size="1" face="Verdana, Arial">quote:</font><HR><font face="Verdana, Arial" size="2">Originally posted by Eric F:
How does your order confirmation system work?

I placed an order well over 24hrs ago and haven't received a confirmation, while others have claimed to receive an email in a few hours.</font><HR></BLOCKQUOTE>


Placed an order on Friday...tried to cancel via telephone Saturday afternoon and they told me the order was already processed and that I could not cancel it... http://talk.dvdtalk.com/ubb/rolleyes.gif

Going to be another one of those online stores which do not give you access to your order status online....and another store which obviously does not keep their stock on hand!!! They will need to improve this aspect of their business or they can delete me from their records for all I care!! http://talk.dvdtalk.com/ubb/frown.gif

Oh...I almost forgot....the email confirmation which you are suppose to receive.....don't count on it!!! It is about 48 hours after I placed my order...no email...nothing telling me what is going on with my order!!! And once again....you cannot check your status online!!! http://talk.dvdtalk.com/ubb/rolleyes.gif

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THE 13TH WARRIOR OF THE OTHER FORUM/CODE NAME: LYNCH/TEAM 7

Jules Winfield's Other Forum Brother......
http://www.dvdtracker.com/~djones6746.asp


"You know Andy...I never thought it would come to this....Mayberry....Gateway to danger."

Barney Fife

[This message has been edited by djones6746 (edited February 04, 2001).]

<BLOCKQUOTE><font size="1" face="Verdana, Arial">quote:</font><HR><font face="Verdana, Arial" size="2">Originally posted by DeepDiscountDVD:
Thank you all for the comments and the questions. I'll do my best to answer them.

International Shipping: We will reconsider our international shipping rates and try to offer a less expensive option.

Download Time: We are working on improving the load time of the site and I think you'll begin to see some improvements in the coming days. We will continue to work on this issue until it is solved.

I hope that this answers some of your questions. I do appreciate your input and your business and would be happy to answer any further questions.

Dave</font><HR></BLOCKQUOTE>

Dear Dave,

I am so delighted to see that you take personal attention to answer queries posted on this Forum. I was browsing your site to see the rates for International Shipping, and they are quite "breathtaking"..

Order Total 4-8 Business Days
$0 - $25 $15.00
$25.01 - $50.00 $20.00
$50.01 - $100.00 $25.00
Over $100 $30.00

If you can following the shipping charges of other online stores for International Airmail Shipping, I can assure you that you will have to double your staff just to handle the huge volume of orders flooding in.

Many online customers purchasing DVDs from Singapore are looking for a good online store which charges realistic prices ever since A&BSound (Canada) adopted the stupid policy of not shipping to Singapore. If you can be our store of choice, I can assure you that I will give your store full publicity via the local Forums.

Ok, I gotta ask this for the Canadians in the forum. Why does Canada have the same shipping rates as Australia when one is 1000 km away and the other is 10000 km away.

Please make sure you send out an order confirmation for every ordered placed.

I'm a bit leary of a place that doesn't send out at least a confirmation email with an order #. That's pretty de rigueur as far as net ordering goes.

<BLOCKQUOTE><font size="1" face="Verdana, Arial">quote:</font><HR><font face="Verdana, Arial" size="2">Originally posted by Eric F:
Please make sure you send out an order confirmation for every ordered placed.

I'm a bit leary of a place that doesn't send out at least a confirmation email with an order #. That's pretty de rigueur as far as net ordering goes.</font><HR></BLOCKQUOTE>

Yep...still do not have mine and it has been almost three days!!! When I called yesterday to cancel my order(24 hours after I had placed it)the guy asked me for my order number and since I did not print out my page upon ordering I told him that for some odd reason I still have not received my confirmation email nor am I able to check out my order online!!! He was able to find it by other means but it was too late to cancel!!! Once they process your order, you cannot cancel!!! http://talk.dvdtalk.com/ubb/frown.gif The joke of it all is....I am sure I will not receive shipment notification.....and I am sure this will not even ship out until sometime this week....but it was too late to cancel!!! http://talk.dvdtalk.com/ubb/rolleyes.gif

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THE 13TH WARRIOR OF THE OTHER FORUM/CODE NAME: LYNCH/TEAM 7

Jules Winfield's Other Forum Brother......
http://www.dvdtracker.com/~djones6746.asp


"You know Andy...I never thought it would come to this....Mayberry....Gateway to danger."

Barney Fife

Don't tell me your coming here to give us customer service. That won't do for an online shop.

They're not supposed to give customer service. http://talk.dvdtalk.com/ubb/wink.gif

Thanks for letting know. http://sam.wood.tripod.com/smilies/icon14.gif

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Regards...
#Other TEAM 7 Member
Drinker of much Pepsi, trainer of Dingo's and Jack's Aussie Moonshine importer...
John 3:16

Can you address what happened to the Absolutely Fabulous complete set and why it is no longer listed on your site and my order states "discontinued" when it hasn't even shipped it.

I'd like to know that as well - have an order confirmation email....

DeepDiscountDVD.com IS A CROCK
 

DVD Talkers: Don't waste your time on these jokers. Prices aren't that special. Other online stores are much better. DeepDiscountDVD cancels orders for no apparent reason. Good luck if you get your order. Hopefully, this dot com will bite the dust soon!!!

Re: DeepDiscountDVD.com IS A CROCK
 

Received my order is a timely manner....just never received an order confirmation!!! Did receive a shipping email!!! :)

Re: DeepDiscountDVD.com IS A CROCK
 

I'd like to know the reason too.

Well said.

Shipping and Confirmation
 

First, I would like to say that I like DeepDiscountDVD for their prices and (although somewhat limited) their selection. However, I would like to present a couple things that I think would add to the already good quality of the e-tailer.

• I would like it if DeepDiscountDVD sent out an order confirmation for each order placed (along with a USPS tracking number or the like). I finally emailed them to ask about my order status. On the plus side, they replied very promptly and answered my question.
• When I received my DVDs (Alien Legacy and SNL 25 Years), they were simply stacked in a standard USPS box with little padding. The padding that was included consisted of a crumpled-up piece of brown paper (only one sheet). Although my DVDs were not damaged, I would like to see some better padding included in the boxes (like the kind Buy.com or Amazon uses).

Other than those two points, I find nothing wrong with DeepDiscountDVD - and I will continue to use them in the future. Keep up the good work.

Watch the Bargains forum tomorrow for an announcement.

Hello again DVDTalk Forum Members,

A few of you posted questions that you wanted addressed.

The most frequently asked question over the past few days has been regarding the "Absolutely Fabulous Complete Set".

We erroneously posted this title on our site with the incorrect order number and price of $48.00. We received several orders before we realized our error. The item number listed was one from a old item which resulted in the email confirmations to indicate that the title was "discontinued".

The "Absolutely Fabulous Complete Set" is not discontinued, it is a pre-order, scheduled to release on 3/13/01. Also, all of the orders that we received at the $48.00 price will be honored. Everyone who placed an order for this title will be receiving a confirmation email indicating this.

We do apologize for this mistake.

The other question has been regarding confirmation emails. DeepDiscountDVD.com does send a confirmation email for every order that we receive and a shipping confirmation email for every that is shipped. We know that during the first few days of our launch there were some confirmation emails that were not sent, however, confirmation emails for all orders placed recently have been sent. Orders that are shipped via UPS Next Day air include a tracking number in the shipping confirmation email.

A question was also asked regarding our method of packaging DVDs. All merchandise shipped from our facility, be it a DVD, VHS Tape, CD or any other product is packed in a manner to best ensure against breakage or damage. We do monitor our packing procedures very carefully and make adjustments when necessary. We appreciate any feedback that you have about packages that you receive that are damaged.

I want to say that I appreciate all of the comments posted here, both negative and positive, and I take all of your concerns very seriously. Our goal is to provide you with the best possible service at the best possible prices. We will on occasion make errors. However, on those occasions, we will do everything that we can to make it right for you, our customers.

Again, I appreciate you allowing me the opportunity to respond to your concerns.

Sincerely,

David Barker
Director of Internet Marketing

Dave/DeepdiscontDVD
Bravo for having the Cahonas to step up to the plate and address the concerns of people on the site. Many of your prices are lower than the average site and as long as you offer good service you'll find a loyal customer base from this site. I'd like to note I placed an order today and received a reply within a few hours.

One question, will you be offering coupons again in the future?

Dave, does the web team at DDD have any intentions of updating the way the coldfusion code is processed? The pre-order pages on your site are so absolutely incredibly huge, and most of that is all unnecessary white space. I was flabbergasted by the size of the pages. At 56k speeds it's impossible for me to view future titles on your site.

Your site has some nice prices, and I've already recieved one of my titles that I initially ordered, but until this problem with your website is fixed I will not be able to order any more titles from DDD since 95% of my DVD orders are pre-orders and your upcoming releases section is too large for my modem to download.

Yea ya crap ass packaging sucks! Thats why I got a DVD from you guys and its sliding around in the case! Now I have to go through all this trouble since you guys also package it in a way that I cannot reseal it and put return to sender in it. Now Im gonna have to pay out of my pocket to have it shipped back. GREAT. :)

I ordered the URBAN LEGENDS 2-pack on February 3rd for 17.23. Found out today they charged my card 31.00!!!

THEY CAN'T EVEN KEEP TRACK OF HOW MUCH YOU AUTHORIZED THEM TO CHARGE YOUR CREDIT CARD!!



[Edited by Maliboo on 02-17-01 at 11:59 AM]

hey, do your site sell used DVD, and claim its new? It's against the law! I received a RUNAWAY TRAIN, and despite your site saying new, it looks like one of your employee opened it and re-wrapped it, as it doesnt have the sticker on top, and it isnt shrinkwrapped in the MGM shrinkwrap. There is dust all over the disc case, a gray/brown dust usually that roams in wherehouses. some sticky blemish (that got dried up) on the disc as if the employee that took this disc home and spilled soda on it (I hope it's soda). The booklet took fine, but it is used. :mad:

Also MGM shrinkwrap has a middle part (a line on the shrinkwrap) Also the shirkwrap was poorly done as if the guy who opened it didn't know how to use the machine. He did use too much headgun on the dvd case so the disc case is slightly wrinkle, unlike most mgm dvd disc are. Mgm dvd disc use a machine heat gun, so it's automatic that the dvd case will not get wrinkled. Wrinkle usually happens in "X"rated dvd cases for it's unprofessional wrapped. (more like homemade wrapped).

It is WRONG, plain wrong to sell refurbished DVD as new! Now I must warn everyone on this board tolook at their DVD twice when buying from them!

If anyone in deepdiscountdvd is reading my order number for this item is #000055996 if you need to check this out. my email is [email protected].

I wont order from this company, they arent all together bad but I dontn like getting DVDs knocking around in their case, mst be due to their poor shipping method, not to mention another thing about their shipping method, they make it impossible to reseal the package to make it took like I never opened it so that I could send back to shipper, no I have to pay them to return a damn disc hence NO FRIGGIN FREE SHIPPING!!!