Love Film - surprisingly pleasing trial cancellation...

Manty

Just wanted to say how impressed I was with LoveFilm's handling of my trial cancellation.

I signed up on a 30 day trial from a Sol beer offer, and being the greedy type I went for the top package 3-at-a-time Games+DVD package that would normally be £18+.... I made good use of it and played a game for most of the month and rented several god films, but got bored and sent the game back about a week before the trial ended.

Anyway, come cancellation time I realised that I still had 1 film to send back, so posted it first thing Sat morning, aware that it may not get back in time as
my trial end date was midnight Mon.

I called on the Sunday to cancel, but because I'd posted the outstanding film on a Saturday they told me that I would be charged the full price of the big package (£18+) because the film would not arrive back in the warehouse until Tues morning, and furthermore, they told me they were still waiting for a game that I had posted back a week before! Bad times. :eek:

I explained I'd posted the game back and fortunately they told me how to report the disc as returned and not showing as returned on my rental list, which was nice.

So, I was simply left with being charged £18 for a service I didn't want anymore, and because I felt I'd had a good use of the service over the 30 days, I actually didn't bother arguing I simply just said "Oh well, I don't mind, I've made good use of your service and I don't mind being charged, it was my mistake for not sending the film back on time" :rolleyes:

They tried offering i change to a different package and get charged less, but I just maintained that I no longer have time to sit and watch films or play games, that is the reason I was cancelling the trial, which is actually the honest truth...

What happened next really surprised me, the man at LoveFilm literally said "Well, it doesn't seem fair or right that you are charged for a month's use when you won't be using it, let me see what my supervisor suggests"...

...a few mins later he came back on and they extended my trial end date to give time for the outstanding film to arrive back. :T

I thought that was a really nice gesture, they didn't have to do that as I should have thought ahead about postage delays, so a big thumbs up to LoveFilm for handling this very well; it certainly makes me consider using them for video game rentals in future when I have the time. Good stuff.

LeeSouthEast

Wow ! I love LoveFilm anyway (been a member for 6 months now), and they've always been really good. Glad others think the same

missile

I have been a Lovefilm member on and off for three years. Cancelled and restarted my account several times. It is great that they remember the old list, so I don't have to repopulate my list. They gave me three months for price of one this time. Works out at circa 30p a film. They give out freebees and addition rentals as incentives.

I have the two disc deal and recycle them quickly, one at a time so I have one to watch and one in the post.

Samba_Pa_Ti

hmm wish they would give me an incentive, i cancelled mine because i wasnt receiving enough discs (admittedly i was on 1disc at a time but unlimited) i ended up getting about 1 a week though (i blame royal mail for this).
anyway i cancelled and moaned in the comments box, it all went smoothly but i would have stayed with them if i had of got a better deal (say 2 discs at home for 8 quid a month - unlimited).

cant really justify 8.80 a month for about 5 discs.

jamespir

i get three at a time its brillaint

Birdy12

Up 'til now I've had a great fours weeks free trial, with DVD's being received and sent back with no problem...until now.

My free trial ends on Monday so I sent back the last 2 DVD's on Wednesday afternoon, obtained proof of postage (as per their website instructions) and noted the cancellation online. However, they've received one DVD but not the other.

I've phoned them as I don't want to be charged on Monday. They have told me to allow upto to 4 working days for DVD's to appear but, if it's not received by them by then, to report the problem online. The lady did also say Love Film would not charge me on Monday but postpone the payment for 4-5 days while the DVD is recovered, which is great.

I think I'm being a bit cynical but it seems very coincidental that the ONLY DVD to go missing is the final one and that the first payment is imminent :rolleyes: . Yes, must tune into my more trusting side...

Manty

I must admit, I thought it was someone convenient that the most relatively expensive item (an Xbox 360 game) was the one they said never arrived. This spooked me a bit, but then I never knew I was supposed to send them back recorded - the idea is to use their pre-paid envelopes to send their discs back... and they even encourage sending 2 at a time back in the same envelope.

Personally I find that a bit risky given the type merchandise this is, and it isn't exactly discreet when DVD's are being sent in blatant LoveFilm packaging. :rolleyes:

That is the only thing that truly concerns me about LoveFilm, but I assume they insure their goods.. ?

Dr.Rock

I've always had great service with Lovefilm and have just finished a 3 month free period which I got cancelled with no problems. I've been a member on and off for years and this was an offer they send periodically to try and get you back permanently. I'd actually contemplated paying as there were still films I wanted to see, but with all the postal strikes coming up thought it wasn't the best time to be doing anything that relies on the postal service.

gem599

I had nothing but trouble with my free trial with LoveFilm... in my account pages it said that you had 5 days to return the DVD's after the trial had ended... this was different to the T's & C's but assumed that because this information was in my account pages then it was just different, not incorrect.

I rang up the day before to cancel and said I'd popped the discs in the post and they said they would charge me £18, it was all my fault etc etc... that I hadn't read the T's and C's carefully and that the information in my account pages was wrong. I tried to explain that the instructions were misleading and I had acted in good faith but they were having none of it. She said she could lower my account to the cheaper one so I reluctantly left it there.

Then found out they had still taken £18. Lots of frustrating phonecalls and 2 recorded letters later I finally got the £18 refunded. Will never go near that company again!!

mrcol1000

Samba_Pa_Ti wrote: »

hmm wish they would give me an incentive, i cancelled mine because i wasnt receiving enough discs (admittedly i was on 1disc at a time but unlimited) i ended up getting about 1 a week though (i blame royal mail for this).
anyway i cancelled and moaned in the comments box, it all went smoothly but i would have stayed with them if i had of got a better deal (say 2 discs at home for 8 quid a month - unlimited).

cant really justify 8.80 a month for about 5 discs.

I think £8.80 a month for 5 discs is really good value. Go down your local video rental shop and see how many films you can have and for how long for £8.80!

Jomo

The only issue I've ever had with their service is the quality of the dvds. It might be down to bad luck but I've had about 3 instances recently where the film has been unwatchable.