Comments on: Blockbuster Quietly Reinstates Late Fees http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/?utm_source=rss&utm_medium=rss&utm_campaign=blockbuster-quietly-reinstates-late-fees [insert something witty here] Tue, 24 Jan 2012 02:45:58 +0000 hourly 1 By: Jason.Mock.ws Permalinks Fixed | Jason's Place http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53175 Jason.Mock.ws Permalinks Fixed | Jason's Place Tue, 31 Aug 2010 05:09:30 +0000 http://jasonmock.com/wordpress/?p=805#comment-53175 [...] as my primary domain name for my stuff.  Unfortunately, my posts about widgets, and late fees had gotten enough attention to be mentioned elsewhere.  My laziness would say go ahead and let the [...] [...] as my primary domain name for my stuff.  Unfortunately, my posts about widgets, and late fees had gotten enough attention to be mentioned elsewhere.  My laziness would say go ahead and let the [...]

]]> By: Jason Mock http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53103 Jason Mock Tue, 13 Apr 2010 02:47:12 +0000 http://jasonmock.com/wordpress/?p=805#comment-53103 @Oklahoma, you've pretty much hit it right on the head there. Now I completely understand Blockbuster making the choice to re-instate the late fee's. I owned some Blockbuster stock there for a while, and followed their financial records, and I'd probably make the same decision if I were them. However, the task of properly informing their customers is something to be desired. I personally really don't care what approach they use to push these changes down to the stores, beyond the ability to say: It's not working. I just hope that they see what their doing to their customers before it's too late... Here's an additional couple, off subject, recommendations I think Blockbuster needs: 1. Do not charge online account holders more to watch a video online. From that respect I'm very glad I switched back to Netflix. 2. The company as a whole needs to sign up for 'Undercover Boss'. @Oklahoma, you’ve pretty much hit it right on the head there. Now I completely understand Blockbuster making the choice to re-instate the late fee’s. I owned some Blockbuster stock there for a while, and followed their financial records, and I’d probably make the same decision if I were them. However, the task of properly informing their customers is something to be desired. I personally really don’t care what approach they use to push these changes down to the stores, beyond the ability to say: It’s not working. I just hope that they see what their doing to their customers before it’s too late…

Here’s an additional couple, off subject, recommendations I think Blockbuster needs:
1. Do not charge online account holders more to watch a video online. From that respect I’m very glad I switched back to Netflix.
2. The company as a whole needs to sign up for ‘Undercover Boss’.

]]> By: Oklahoma customer http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53099 Oklahoma customer Mon, 05 Apr 2010 17:40:35 +0000 http://jasonmock.com/wordpress/?p=805#comment-53099 We agree with Tyler. On April 2, we rented Blu-ray movies and I asked the young college age attendant if we could ask her a question about why our bank account had been charged the $1.09. Her reply as she proceeds to mark the notice on our receipt of the March 1st late fees reinstated was It was actually on your receipt "in plain english" if you will notice. To which my husaband told her that was not necessary and give us the movies, but we're DONE! Good-bye Blockbuster's POOR CUSTOMER SERVICE and return of Late Fees and we intend to return to the store and ask for our membership agreement with our personal information back! They treat OUR bank account as if it is theres! Have only used the debit card to pay for rentals and they got our info. We agree with Tyler. On April 2, we rented Blu-ray movies and I asked the young college age attendant if we could ask her a question about why our bank account had been charged the $1.09. Her reply as she proceeds to mark the notice on our receipt of the March 1st late fees reinstated was It was actually on your receipt “in plain english” if you will notice.
To which my husaband told her that was not necessary and give us the movies, but we’re DONE! Good-bye Blockbuster’s POOR CUSTOMER SERVICE and return of Late Fees and we intend to return to the store and ask for our membership agreement with our personal information back!
They treat OUR bank account as if it is theres! Have only used the debit card to pay for rentals and they got our info.

]]> By: Scott http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53090 Scott Fri, 26 Feb 2010 05:10:40 +0000 http://jasonmock.com/wordpress/?p=805#comment-53090 As a part-time blockbuster manager, here some helpful information: Late fees are being reinstated Nationwide at most Blockbuster locations starting March 1st. Basically, they are eliminating the 2-day rental & making all DVD/Blu-Ray/Game rentals 5 days. Everyday beyond that will be an additional .99 cent fee (which calculates at noon by our computers) until on the 10th day the product is converted to its sale value (which may be its new or pre-owned value depending on the product). After that point you have 10 days to get this product back into the store for a refund of the purchase price (but not the fees) or the product is yours to keep. THE FEES WILL AUTOMATICALLY CHARGE TO ANY CREDIT CARD LISTED IN OUR SYSTEM ONCE WE SCAN THAT PRODUCT IN. Some stores have already had part (or all) of this policy in place as part of a testing phase to see how best to introduce this back to consumers (as far as I know). Every customer should be informed of any type of change such as this regarding the main terms & agreements of your membership. If for any reason you were not that is the fault of that stores manager and/or staff, and shouldn't be held accountable (I would never expect one of my customers at my location to pay for a fee on a brand new policy they didn't know about). Of course, each location and staff is different but all of these decisions are made by the managers on duty, but corperate offices send out emails WEEKLY informing management of all changes and this knowledge is expected to be passed out to our consumers. You have to understand, this had to be done. With the "no late fees" policy, Blockbuster sank its own ship. With customers knowing they could keep a 2-day rental for 31 days (31 days?!?!) and only pay an extra 1.25, the new release wall would stay stripped of titles. This would only add to frustrations of many of our customers. I've watched 3 stores in my district close down and some of my friends lose their jobs because this policy. With ANY retail business, that store is a reflection of its STAFF>MANAGEMENT>DISTRICT MANAGEMENT<CORP. The decisions flow down in that order to our floor employees who have to make decisions on the spot to satisfy every customers needs. Realisticly, every business wants the best customer service it can achieve but that is just not going to happen everywhere. Almost all of the problems I have read about here deal precisely with your stores staff not doing their jobs correctly, or the customer not knowing the terms and conditions of their membership agreement (in which case an employee at your location SHOULD be happy to explain to you). I can't blame anyone for not wanting to visit a Blockbuster after some of the horror stories I've seen here. Shit like this would not fly at my location. Helpful tips for the fees : Blockbuster MOVIE PASS customers will not be subject to the fees as well as Blockbuster Online Total access customers who trade in their sleeves for a free rental (it has to be a fully free trade it, not a 1.99 trade in). -Lowly Part-Time Blockbuster Manager Scott As a part-time blockbuster manager, here some helpful information:

Late fees are being reinstated Nationwide at most Blockbuster locations starting March 1st. Basically, they are eliminating the 2-day rental & making all DVD/Blu-Ray/Game rentals 5 days. Everyday beyond that will be an additional .99 cent fee (which calculates at noon by our computers) until on the 10th day the product is converted to its sale value (which may be its new or pre-owned value depending on the product). After that point you have 10 days to get this product back into the store for a refund of the purchase price (but not the fees) or the product is yours to keep. THE FEES WILL AUTOMATICALLY CHARGE TO ANY CREDIT CARD LISTED IN OUR SYSTEM ONCE WE SCAN THAT PRODUCT IN.

Some stores have already had part (or all) of this policy in place as part of a testing phase to see how best to introduce this back to consumers (as far as I know). Every customer should be informed of any type of change such as this regarding the main terms & agreements of your membership. If for any reason you were not that is the fault of that stores manager and/or staff, and shouldn’t be held accountable (I would never expect one of my customers at my location to pay for a fee on a brand new policy they didn’t know about). Of course, each location and staff is different but all of these decisions are made by the managers on duty, but corperate offices send out emails WEEKLY informing management of all changes and this knowledge is expected to be passed out to our consumers.

You have to understand, this had to be done. With the “no late fees” policy, Blockbuster sank its own ship. With customers knowing they could keep a 2-day rental for 31 days (31 days?!?!) and only pay an extra 1.25, the new release wall would stay stripped of titles. This would only add to frustrations of many of our customers. I’ve watched 3 stores in my district close down and some of my friends lose their jobs because this policy.

With ANY retail business, that store is a reflection of its STAFF>MANAGEMENT>DISTRICT MANAGEMENT<CORP. The decisions flow down in that order to our floor employees who have to make decisions on the spot to satisfy every customers needs. Realisticly, every business wants the best customer service it can achieve but that is just not going to happen everywhere. Almost all of the problems I have read about here deal precisely with your stores staff not doing their jobs correctly, or the customer not knowing the terms and conditions of their membership agreement (in which case an employee at your location SHOULD be happy to explain to you).

I can't blame anyone for not wanting to visit a Blockbuster after some of the horror stories I've seen here. Shit like this would not fly at my location.

Helpful tips for the fees : Blockbuster MOVIE PASS customers will not be subject to the fees as well as Blockbuster Online Total access customers who trade in their sleeves for a free rental (it has to be a fully free trade it, not a 1.99 trade in).

-Lowly Part-Time Blockbuster Manager Scott

]]> By: Cgull http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53069 Cgull Sat, 23 Jan 2010 15:41:38 +0000 http://jasonmock.com/wordpress/?p=805#comment-53069 I was considering switching back to BB for $30/mo - 2+Unlimited in Store, but after reading this thread I think I'll pass. Besides, better options like Red Box and VUDU are now available. Looks like BB is going to ride the late fee gravy train right off the cliff. I was considering switching back to BB for $30/mo – 2+Unlimited in Store, but after reading this thread I think I’ll pass. Besides, better options like Red Box and VUDU are now available. Looks like BB is going to ride the late fee gravy train right off the cliff.

]]> By: Jason Mock http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53062 Jason Mock Tue, 19 Jan 2010 04:28:07 +0000 http://jasonmock.com/wordpress/?p=805#comment-53062 @Vela: That's my biggest point out of all of this, is when will the company realize that such negativity is something they don't want attached to their brand. I know a great deal of people, no matter the service, would much rather pay more for a service if they know they will get better customer service. One could probably parallel the cell phone companies and some of their practices (Non-pro-rated termination fee's is one of my biggest gripes). The one big different here though, is that in many cases they have been very clear and up-front about the existence of such things. However, in the case of the Blockbuster that wasn't the case. Again, hopefully you read every single receipt thoroughly, otherwise you came to a great surprise. @Vela: That’s my biggest point out of all of this, is when will the company realize that such negativity is something they don’t want attached to their brand. I know a great deal of people, no matter the service, would much rather pay more for a service if they know they will get better customer service. One could probably parallel the cell phone companies and some of their practices (Non-pro-rated termination fee’s is one of my biggest gripes). The one big different here though, is that in many cases they have been very clear and up-front about the existence of such things. However, in the case of the Blockbuster that wasn’t the case.

Again, hopefully you read every single receipt thoroughly, otherwise you came to a great surprise.

]]> By: Vela http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53060 Vela Thu, 14 Jan 2010 15:22:53 +0000 http://jasonmock.com/wordpress/?p=805#comment-53060 Hi, Just discovered a $10.84 charge on my bank account from Blockbuster. The policy of "no more late fees" was the only one I was aware of. The only policy I knew about and exercised it a few times was that if you were late the item would be charged to your credit/debit card, but you could bring item back and have a credit restored to you card less a small stocking fee. Why was Blockbuster so secretive about this change in policy? Was it a "Gotcha" opportunity for them? I remember the hoopla in the media regarding their new "no more late fees" policy and all the signs in the store. So I believe this was done purposely to extract money from unsuspecting customers and in contrast to their shouting about their old policy the stealth transition should be examined closely and without a doubt it is underhanded and just wrong. How much longer will the public allow this extortion in all facets of business operation? I believe transparency-loud as the ads for the favorable policies to be exercised. Is this going to harm the trust the public has with business owners? I believe so. I truly believe mandatory transparency of business practices be implemented all the way from Blockbuster to these pirhanas who take advantage of the underprivileged in the guise of "easy finance" "credit card acceptance" etc. The business owners should be accountable and held to a higher standard. Desperate people seem to be the victims of most of they predators. When will it end? Hi,
Just discovered a $10.84 charge on my bank account from Blockbuster. The policy of “no more late fees” was the only one I was aware of. The only policy I knew about and exercised it a few times was that if you were late the item would be charged to your credit/debit card, but you could bring item back and have a credit restored to you card less a small stocking fee.
Why was Blockbuster so secretive about this change in policy? Was it a “Gotcha” opportunity for them? I remember the hoopla in the media regarding their new “no more late fees” policy and all the signs in the store. So I believe this was done purposely to extract money from unsuspecting customers and in contrast to their shouting about their old policy the stealth transition should be examined closely and without a doubt it is underhanded and just wrong. How much longer will the public allow this extortion in all facets of business operation? I believe transparency-loud as the ads for the favorable policies to be exercised. Is this going to harm the trust the public has with business owners? I believe so. I truly believe mandatory transparency of business practices be implemented all the way from Blockbuster to these pirhanas who take advantage of the underprivileged in the guise of “easy finance” “credit card acceptance” etc. The business owners should be accountable and held to a higher standard. Desperate people seem to be the victims of most of they predators. When will it end?

]]> By: Liz http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53059 Liz Tue, 12 Jan 2010 23:42:20 +0000 http://jasonmock.com/wordpress/?p=805#comment-53059 I had the same experience as Dave ^. I got calls and a notice from a debt collector for $21.19. BB didn't contact me or notify me of the policy changes and I was going to go dispute the charges and hang someone's tail out to dry but figured it wasn't worth it and just paid them the money to get them to stop bugging me. I'm shredding my BB card and will have no more business with them. I had the same experience as Dave ^. I got calls and a notice from a debt collector for $21.19. BB didn’t contact me or notify me of the policy changes and I was going to go dispute the charges and hang someone’s tail out to dry but figured it wasn’t worth it and just paid them the money to get them to stop bugging me. I’m shredding my BB card and will have no more business with them.

]]> By: dave http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53056 dave Sat, 09 Jan 2010 23:00:25 +0000 http://jasonmock.com/wordpress/?p=805#comment-53056 I just dealt with this today. We got a 48 dollar charge and a letter from a debt collector without ever hearing from BB. BB said they changed their policy but they did not tell me this. They charged the full dvd price although we had returned them. I emphatically stated I disputed the debt bc of no notice about the policy change and the store clerk after making a phone call was able to reduce the fee to 5 dollars. Don't let giant corporations take advantage of you! I anticipate someone will eventually sue them over this practice. I just dealt with this today. We got a 48 dollar charge and a letter from a debt collector without ever hearing from BB. BB said they changed their policy but they did not tell me this. They charged the full dvd price although we had returned them. I emphatically stated I disputed the debt bc of no notice about the policy change and the store clerk after making a phone call was able to reduce the fee to 5 dollars. Don’t let giant corporations take advantage of you! I anticipate someone will eventually sue them over this practice.

]]> By: Tom http://jasonmock.com/2009/01/20/blockbuster-quietly-reinstates-late-fees/#comment-53051 Tom Thu, 31 Dec 2009 18:05:07 +0000 http://jasonmock.com/wordpress/?p=805#comment-53051 my family uses the blockbuster mailing things and with that we get a free rental every month. im an avid gamer so i go rent a game every month and bring it back 7 days overdue every month for like a year (no late fees allowed me to do so). 5 days is not long enough to enjoy game rentals! so when i go to rent a game this month i get hit with a $5.25 fee for it being late... gamefly here i come! my family uses the blockbuster mailing things and with that we get a free rental every month. im an avid gamer so i go rent a game every month and bring it back 7 days overdue every month for like a year (no late fees allowed me to do so). 5 days is not long enough to enjoy game rentals! so when i go to rent a game this month i get hit with a $5.25 fee for it being late… gamefly here i come!

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