you're gonna love this one...
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.
*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