Lovefilm (and similar)

The_Saver_2

I registered a holiday with Lovefilm so that I didn't get any films sent to me while I was away (this was only for 5 days).

I've just checked my account to make sure they reduced my premium this month.

I'm on a Light User plan (3 discs per month) but, on checking my account details, it appears Lovefilm only sent me 2 discs in March and they have only sent 2 discs this month (with no intention of sending me a 3rd). My premiums have never been reduced to compensate for this so, for 2 months, I've paid my normal premium of £5.99 but been "shortchanged" by 1 disc each month.

I've emailed Lovefilm to ask for an explanation and I will post their response here. I'm sure there's a reasonable explanation. However, I don't keep a tally of whether I get my 3 discs each month so I would strongly recommend people to mark on a calendar how many discs you receive each month - just to make sure you are getting/using your full entitlement. I automatically assumed I was being sent the right number but, clearly, something has gone amiss and I'm either owed 2 films - or Lovefilm need to reduce both March's and April's premiums to reflect the fact that they only sent me 2 discs for each of those months.

Fosterdog

It's worth checking the terms you signed up for, I used to use Lovefilm on the £5.99 a month package but it was only ever for two disks a month never three. I used them initially three years ago and again for a while almost a year ago and they were both only two disk agreements, the only time I had more were for the initial free period when I got unlimited rentals.

timmo789_2

The_Saver wrote: »

I registered a holiday with Lovefilm so that I didn't get any films sent to me while I was away (this was only for 5 days).

I've just checked my account to make sure they reduced my premium this month.

I'm on a Light User plan (3 discs per month) but, on checking my account details, it appears Lovefilm only sent me 2 discs in March and they have only sent 2 discs this month (with no intention of sending me a 3rd). My premiums have never been reduced to compensate for this so, for 2 months, I've paid my normal premium of £5.99 but been "shortchanged" by 1 disc each month.

I've emailed Lovefilm to ask for an explanation and I will post their response here. I'm sure there's a reasonable explanation. However, I don't keep a tally of whether I get my 3 discs each month so I would strongly recommend people to mark on a calendar how many discs you receive each month - just to make sure you are getting/using your full entitlement. I automatically assumed I was being sent the right number but, clearly, something has gone amiss and I'm either owed 2 films - or Lovefilm need to reduce both March's and April's premiums to reflect the fact that they only sent me 2 discs for each of those months.

I'm with them and they are usually pretty good at updating your records - you may have to pester a bit more though

Fosterdog

I've just looked at the packages and they have changed since I last used them and the £5.99 should be a three disk package, when I last used them they didn't have the instant packages either and there was no price difference for console games or films so a lot has changed.

I did always find their customer service to be great though so hopefully they will sort this for you without a fuss

The_Saver_2

As promised, here's the udate:

The Customer Service Team responded to my query within an hour or 2. It was actually an error on my part - I assumed the list I was looking at logged all of the films I had been sent. On closer inspection, it appears it only showed the films I had rated - there was a separate list which shwed the films I hadn't rated. DOH - I feel very silly!
I went back to Lovefilm to apologise and they have been very gracious about it. Very impressive customer service from them from beginning to end.
I will probably start a tally on the calendar anyway, as I mentioned in my post - just to keep track of things.

paulofessex

The_Saver wrote: »

As promised, here's the udate:

The Customer Service Team responded to my query within an hour or 2. It was actually an error on my part - I assumed the list I was looking at logged all of the films I had been sent. On closer inspection, it appears it only showed the films I had rated - there was a separate list which shwed the films I hadn't rated. DOH - I feel very silly!
I went back to Lovefilm to apologise and they have been very gracious about it. Very impressive customer service from them from beginning to end.
I will probably start a tally on the calendar anyway, as I mentioned in my post - just to keep track of things.

Thanks for the up date, don't worry it happens to all of us at times, just be thankful it wasn't done face to face, now that is embarrassing when we get it wrong...lol

missile

Good for you giving us an update.

makes_no_sense_to_me

At least you know you made a mistake - I find Lovefilm pretty good to deal with however we once used Tesco and signed up for the films and games - to have the games package as well you still only received a certain number of items a month which should obviously include a mixture of games and dvds - however after one month we found we were paying the higher package price but still only being sent dvds so we cancelled immediately. Now I just stick to dvds through Lovefilm and the 3 disk unlimited package was increased not long ago to 4.