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My Experience With Lovefilm

in$anity Avatar
9y, 4m agoPosted 9 years, 4 months ago
you're gonna love this one...

Here goes.


I did the 90 days free trial and my trial ends within 2 weeks, so i decided it's a good idea to cancel 2 weeks ahead because i couldn't find the time to watch the films i was recieving.

I decided to ring up tonight to cancel my account.


Call 1, approx 9:00pm.

I called up the number as requested on the site in order to confirm cancelling the account. ( i didn't know you'd have to ring up to cancel until now).

I've wrote the following script as to what happened:

I called the number and it took about 5 mins for them to answer.
Finally:

*guy picks up phone*
*i heard a few taps on the keyboard of a PC*

Lovefilm Rep 1 : Hi there, can i have your Post-code please?
Me : Hi there, i've rang up to cancel my account as it says on the website? Do you still need my post-code and other details?
Lovefilm Rep 1 : Oh i'm sorry, our PC's are down, can you ring back in the morning.
Me: Yes, certainly, thankyou for your time.


(for some background knowledge, i'm an IT Technician), i've got the usual GCSE's, been to college for a little bit, on the way to getting my ITQ, and i have a good knowledge of PC's...

But you don't have to be a genius to hear the tapping on the keyboard, it seems he was getting ready for my post-code. When i said i'd like to cancel, he quickly changed tune, saying that the systems were down. Funny that, i could have sworn he was about to type in my details...


So i ring up again. By this time it's 9:20pm.

LoveFilm Rep 2 : Hello sir, how can i help you?
Me : Hello, i have called to cancel my account, as it says to call you on your website in order to confirm this
LoveFilm Rep 2 : Yes can i have your Post-Code please?
Me : [U (gives her the postcode....notice it's now a female rep, not the guy i just talked to).
LoveFilm Rep 2 : Thankyou Sir, i have cancelled your account. You will get a confirmation email instantly. Can you tell me why you have cancelled, just for feedback purposes?
Me : yes, i just had no time to sit and watch the films i was recieving , apart from that, the experience was fine.






So now, i'm waiting for a confirmation email. She said i'd get a confirmation email. It's now 9:49pm (yes, this happened TONIGHT, RIGHT NOW)...... And no confirmation email.


So from my experience, they're great when they think they've got a customer, but the second you tell them you're cancelling, things go a bit pear shaped. I got a lazy/liar on the phone and i've not recieved a confirmation email. Seems to me they're biding time so i have to pay my monthly fee.

I've heard other horror stories worse than this, but i thought i'd share it...


Thanks for reading, sorry it was long
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in$anity Avatar
9y, 4m agoPosted 9 years, 4 months ago
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Comments/page:
#1
Must say each time I have had to cancel there has been no problem at all and I have always managed to do it on line without needing to call.
#2
I read somewhere else - try to cancel online after 11pm at night - there is noone there to answer, so you can cancel online instead, and don't have to talk to the muppets.
#3
emmajk42
I read somewhere else - try to cancel online after 11pm at night - there is noone there to answer, so you can cancel online instead, and don't have to talk to the muppets.


gonna have to try that, thanks Em
#4
I did a free trial - no cancellation email though so rang back a week later and they had forgot to send the email thru
#5
i just rang to cancel my 3 months for the price of 1 deal, and it was done within a few minutes. im just waiting for them to say they got the rental discs back as they should have gotten them today and only 1 has been recieved, and my 3 months runs out tomorrow.
#6
i always cancel late at night and have no phone call so its easier
#7
stingersplash
i just rang to cancel my 3 months for the price of 1 deal, and it was done within a few minutes. im just waiting for them to say they got the rental discs back as they should have gotten them today and only 1 has been recieved, and my 3 months runs out tomorrow.

I always make it a golden rule when i am about to cancel,that i do not cancel until they have back all the discs.Always allow yourself plenty of time before the end of the trial.
Step 1:Empty your list of all titles.This then stops them sending out replacements.
Step 2:Return all discs and consider sending them registered post,so that they have to be signed for.This is inexpensive.
Step 3:When all the discs have been received,wait till after 10.00 pm of that day and then cancel hassle free online.
Step 4:When succesfully cancelled,start another 3 month free trial.LOL.
#8
Good advice there from bazr, though I'm especially interested in Step 4 : "When succesfully cancelled,start another 3 month free trial.LOL."

I assume this is a joke, but I've been on the 3 month trial posted on here a while back too. Does the code still work ?? Or do you have a new code that works (for previous customers as well as new ones) ?

Regardless, if you ever have to phone up a company like this to cancel your membership, the only reason they force you to phone is because they want to try thier best to convince you to stay with them.
When they ask you why you want to cancel, simply say "Personal Reasons". Not much they say to that, and it should help you avoid an annoying, drawn-out conversation.
#9
martin_909
Good advice there from bazr, though I'm especially interested in Step 4 : "When succesfully cancelled,start another 3 month free trial.LOL."

I assume this is a joke, but I've been on the 3 month trial posted on here a while back too. Does the code still work ?? Or do you have a new code that works (for previous customers as well as new ones) ?

Regardless, if you ever have to phone up a company like this to cancel your membership, the only reason they force you to phone is because they want to try thier best to convince you to stay with them.
When they ask you why you want to cancel, simply say "Personal Reasons". Not much they say to that, and it should help you avoid an annoying, drawn-out conversation.

There are a number of threads on here for 3 months free with lovefilm and the codes are intended for previous customers as well as new.Sometimes you can be successful in rejoining with the same details,but there are also a few methods of obtaining further free trials.You just need to trawl through the threads to see what others have done.HTH.
#10
its now my 2nd 3 month trial, im loving it!!!!!!!!!!!!!!
#11
I am so glad you posted this!

It reminds me that I must send the disks back and cancel - lmao
#12
Having a similar problem with Blockbuster, after only sending me about 8 films out of like 50 on my list in one month, I cancelled 10 days in advance, but had 1 dvd out which I returned, waited and nothing happened, then the day of the first bill was due, and I was charged! contacted Blockbuster who claiim I never attempted to cancel ever though my account has been stuck on "account cancellation in progress" for 3 weeks now! and I havent recieved any DVD's in these 3 weeks! and even cheekier they sent me an email yesterday saying "we are concerned that we havent recieved this months payment yet" What! they already took it and havent sent me any dvds anyway!
#13
^^^

the service sounds abismal. I would never rent DVD's again. And they wonder why people download em! i Know why now!
#14
ryouga
Having a similar problem with Blockbuster, after only sending me about 8 films out of like 50 on my list in one month, I cancelled 10 days in advance, but had 1 dvd out which I returned, waited and nothing happened, then the day of the first bill was due, and I was charged! contacted Blockbuster who claiim I never attempted to cancel ever though my account has been stuck on "account cancellation in progress" for 3 weeks now! and I havent recieved any DVD's in these 3 weeks! and even cheekier they sent me an email yesterday saying "we are concerned that we havent recieved this months payment yet" What! they already took it and havent sent me any dvds anyway!

Having problems of my own with blocky at the moment,each time i have returned discs of late,they have not acknowledged receiving them until 6 days after.Normally it is next day and at the very latest,the day after.Appears they are going down the route of lovefilm (as was) by throttling the service and deliberately holding back.If it happens once,i just put it down to Snail Mail,but to keep happening.....it stinks.Funnily enough,Lovefilm of late have been very good with disc turnround.
Regarding your problem,on reflection,it would have been in your interest to contact them when your last dvd did not arrive and you status was stuck on ''in progress''.Did you get proof of posting,always advisable,especialy if you are cancelling.
#15
in$anity
I called the number and it took about 5 mins for them to answer.
Finally:

*guy picks up phone*
*i heard a few taps on the keyboard of a PC*

[COLOR="#ff0000"]Lovefilm Rep 1[/COLOR]: Hi there, can i have your Post-code please?
Me: Hi there, i've rang up to cancel my account as it says on the website? Do you still need my post-code and other details?
[COLOR="Red"]Lovefilm Rep 1[/COLOR]: Oh i'm sorry, our PC's are down, can you ring back in the morning.
Me: Yes, certainly, thankyou for your time.


(for some background knowledge, i'm an IT Technician), i've got the usual GCSE's, been to college for a little bit, on the way to getting my ITQ, and i have a good knowledge of PC's...

But you don't have to be a genius to hear the tapping on the keyboard, it seems he was getting ready for my post-code. When i said i'd like to cancel, he quickly changed tune, saying that the systems were down. Funny that, i could have sworn he was about to type in my details...


I used to work in a call centre, and when it was really busy we used to email each other to talk. If we got a call when systems were down, we'd always try to log in before taking any details from a customer, just to make sure they had come back up. There are plenty of reasons someone stuck at a computer could be typing :p.
#16
bazr
Having problems of my own with blocky at the moment,each time i have returned discs of late,they have not acknowledged receiving them until 6 days after.Normally it is next day and at the very latest,the day after.Appears they are going down the route of lovefilm (as was) by throttling the service and deliberately holding back.If it happens once,i just put it down to Snail Mail,but to keep happening.....it stinks.Funnily enough,Lovefilm of late have been very good with disc turnround.
Regarding your problem,on reflection,it would have been in your interest to contact them when your last dvd did not arrive and you status was stuck on ''in progress''.Did you get proof of posting,always advisable,especialy if you are cancelling.


Well they recieved it back no problem as it did vanish from the on rent section and moved to the "seen it" section before my trial ended.

Funny thing is the dvd was faulty anyway

Then again Lovefilm have been bad for me too, in some ways though im on a 2 dvd plan but they keep sending me 3 films at a time, which doesnt sound bad except they take 10-14 days to arrive which I blame tihe postal strike at first as before it happened they arrived the day after they were sent and were recieved back the day after I sent them but now not so sure, im not a heavy user id say no more than 15-20 dvds a month max, more like 10-15

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