Movietyme - is there no end to their incompetence?

[michaelm]

Have just received Akira from Movietyme. Nothing unusual in that, I hear (some of) you say, except I also received it over a week ago. The duplicate was also sent to an address I have not used in over a year. Last year I was also charged twice for one movie and have never received an answer to my enquiries about this or a refund.

Does anyone know the best way to get in contact with this godawful company?

[dUnKle]

The problem seems to be that movietyme are very hit and miss

I have order a fair few films from them and have never ( except for a cheap copy of PROOF OF LIFE ) waited more than a week for them to arrive. In fact I ordered THE GOONIES from them on a monday and it arrived on the Thursady, so for me ( and a fair fe others ) I have no problems. I also get fairly quick responses from Craig at Movietyme, perhaps its a postcode thing, im not sure. Best thing to do is send loads of emails ( 20+ ) all at the same time, all saying the same and hope you get noticed.

Howver at this time please bear in mind that there are going to be some problems with stock and such things.

Remeber there are more important things than films <img src="smile.gif" border="0">

[Stuart Wright]

I think the problem here is one of database updating. I don't think movietyme are as efficient at updating their databases with new address information as they could be. A friend of mine had his DVD sent to an old address.<br />However, you rarely see people posting when something good happens.

[ 13-09-2001: Message edited by: Spectre ]</p>

[Ono]

[quote]Originally posted by DuncanWardle:<br /><strong><br />Best thing to do is send loads of emails ( 20+ ) all at the same time, all saying the same and hope you get noticed.

</strong><hr></blockquote>

<br />NOW YOU TELL ME!!<br /> <img src="smile.gif" border="0">

<br />But, once again, should we, the customer, have to go to these lengths to get a reply???

[Yaka]

i think there phone serveice has gone down the loothe new automated thing is crap ,i ordered ghandi then changed me mine coz me bruv has already got so i ordered another movie. <br />gess wot ghandi arived today <img src="frown.gif" border="0">

[dUnKle]

ONO if you take a visit to <a href="http://www.thedvdforums.com" target="_blank">www.thedvdforums.com</a> and look at the HUGE movietyme posting you can see that movietyme are the best or the worst supplier depending on who you talk to. I think its kind of 4 to 1 in favor of movietyme !

One thing that is certain is that there business is BIG. I think a lot bigger than PLAY judging by the amount of films and other items they stock and also that they are aimed much more world wide, they also have a few fingers in other pies such as DIGITALFIXX.

What this means is that some e-mails get lost of forgoten, from what craig has said this is not intentional just unfortunate.

Also with current world events they are closed until Monday and Craig has asked for people to be understanding at this time, so best not email just yet, I think they will also close next thursday for funeral services

[morrisb]

MovieTyme are worse than utterly useless. I am deeply suspicious that their lack of communication.

I was informed yesterday that a DVD I ordered in MAY was on its way - despite me having cancelled it.

I mailled them 7 times since I ordered to find out where it was and what was going on, eventually, when I heard nothing I mailled to cancel it.

I have heard absolutely nothing from them at any point - which goes beyond incompetence. I will be changing my credit card number because I don't feel comfortable with them having it.

I ADVISE EVERYONE TO STEER CLEAR OF MOVIETYME!!

[Mark P]

Agreed,<br />Movietyme are the most incompitant etailer out there. There somewhat seemingly one man operation is nothing short of an absolute disgrace. I have used them once for a copy of the goonies(the story i could tell, you just wouldn't believe)

Getting in contact or sending emails is a complete waste of anybody's time. There customer service is laughable to the extreme of complete and utter farce.

Ok i've got that off my chest, sorry for the moan but thats my experience of dealing with them. I would NEVER EVER use them or reccommend them to anyone.

[michaelm]

Okay, the first chance I've had to report back since bombarding them with emails (good pointer Duncan) and I'm pleased to say that Craig emailed me back within a couple of hours to apologise and authorised a refund on return of the disc to them.

So all's well that (I hope) ends well.

[dUnKle]

I think they are a victim of there own sucess. They are also becomming more and more competative. Probably THE cheapest retailer who deliver early

[General Skanky]

I received my Rambo trilogy today.<br />£24.99 delivered, with an under £18 sticker on. <img src="smile.gif" border="0"> <br />Never used them before, ever.<br />Took approx 10-14 days for it to arrive. No problems apart from delay.<br />Take from that what you will.

[Roughneck1]

Comments taken on board guys. I am sorry to those of you let down, it is never our intention to do so.

If you feel you have any major problems please mail me at craig@movietyme.com

We try our best at all times.

[GarethH]

For a company to reply on a posting that mentions their problems in big detail, shows that the company is not running away. Good on Movietyme for replying to this post!

I've got my orders down for Star Wars and Mummy Returns. I shall soon process my orders for Shrek, Evolution , Pearl Harbor and Jurassic Park 3 soon because i'm willing to give them another try. <br /> <img src="smile.gif" border="0">

[General Skanky]

I'd say it's brilliant to have them here listening and responding!<br />At last.<br />I think they've just upped their customer respect by 'a lot'. Well done.<br />I know i'll look to them more if they are prepared to acknowledge the lowly customer. <img src="smile.gif" border="0">

[Stuart Wright]

I've known Craig for what must be getting on for a couple of years, now. Top bloke.<br />I've posted in their defense before, and I'll do it again.<br />They aren't a 'one man outfit' at all. But they are a small company. They started small, had small overheads and did what they did (deliver R1 DVDs promptly) so well that an awful lot of people now use them.<br />People have an impression that Movietyme are a bigger company in the region of say, Play or DVD Boxoffice or even Amazon. Movietyme have nowhere near the investment in technology that other retailers have. As a result, they do have problems dealing with data. Simply because there is so much of it.<br />They aren't underhanded or 'dodgy' in any way as someone wrote. Just always incredibly busy.<br />In my opinion, they should put all their prices up by a couple of quid to cut down the amount of business but increase the profits on what they do sell.<br />It's easy to suggest that they take on extra staff, but employing someone is an extremely expensive exercise as well as a big responsibility.<br />One thing you won't find, though, is Movietyme having problems with cash flow because of a huge initial investment in the swishest online etailing systems. They won't have to go Chapter 11 like DVD Boxoffice.<br />I expect Movietyme will continue to trade for years, continually improving their technology but possibly always being busy.<br />You don't get a big and loyal customer base by being as globally bad as some people would have you believe they are.

[General Skanky]

Chapter 11? What was that then??????

[Confucius]

It's when a company declares bankruptcy (Stateside).

[ 19-09-2001: Message edited by: Confucius ]</p>

[dUnKle]

On Friday 7th and Saturday 8th of September I ordered a few films from Movietyme, two of which were delivered this morning, those being SPY KIDS and ALONG CAME A SPIDER, not bad considering the problems in America.

Also according to numerous people on DVDFORUMS and such similar forums some people also have recieved there SIMPSONS from them

[Stuart Wright]

[quote]Originally posted by General Skanky:<br /><strong>Chapter 11? What was that then??????</strong><hr></blockquote>

Chapter 11 is like bankrupcy but not quite. As far as I understand. Basically for the sake of customers and staff alike, a company can declare that it's in trouble so that investors can take action to save it. It's called Chapter 11 and I would imagine that some fairly stiff restrictions are applied (like no credit), but at thest the company can continue to trade. This has happened with some very big companies. I think one of the big hard drive manufacturers was in this boat. Maybe Seagate. But I'm not sure. Anyhow, DVDBoxoffice were and got bailed out. They can't (or couldn't a while back) buy in credit though. Which might explain why DVDs take a while to arrive if they are not in stock.<br />Anyhow, in the UK, the moment you realise you are going under, you have to close up shop else get done for fraud.

[ 22-09-2001: Message edited by: Spectre ]</p>

Movietyme are the best etailer Ive ever dealt with they are always prompt with their discs and always seem to offer something a little bit different from the peers Ive been using them ever since going region 1 and will continue to do so.<br />Its the same old story where you always here more from the bad than the good.<br />Thanks Movietyme

[mickrick]

<img src="mad.gif" border="0"> <br />Well, here we go again. Ordered 2 copies of the Mummy Returns R1. A couple of days later, I cancelled the order in favour of the R4 dts double-disc from Digital Fixxx.

Guess what arrived yesterday - yup th 2 copies of the R1 version.

[george1138]

Did I read that right. DVD box office going bust? <img src="frown.gif" border="0">

[dUnKle]

Nice to see craig here, what are the chances f turning this into a thread similar to the official one over @ the dvd forums ?

what do you say craig ?

[Roughneck1]

Hi Guys,

That is correct about Chapter 11.

Thanks Stu appreciate it man, gotta get a new comp going eh?

Star Wars now in guys gonna be a long weekend <img src="smile.gif" border="0">

[morrisb]

A mass apology on a bulletin board does not constitute customer service.

MY experience was bad - my very first order was fouled up and 5 months later I'm still waiting for it to be resolved.

From the evidence here it looks like some people are very happy but others are far from it - you pay your money, you make your choice.

[Ian J]

Spectre,

You have a rosy eyed view of the world if you think that Chapter 11 or any other form of insolvency device is to protect the customers and staff.

Customers and staff tend to come bottom of the list in the decision to enter any insolvency arrangement as they have no teeth.

Creditors have the teeth as they issue writs and winding up petitions and Chapter 11 is an American device to ringfence creditors for a few months to give the company time to sort out their financial problems without the pressure of writs and bailliffs etc.

The UK equivalent is the Company Voluntary Arrangement (CVA) which is not quite the same but still allows an insolvent company to trade without pressure from existing creditors.

I don't normally look in at this part of the forum but I am glad that I did as I have used dvdboxoffice quite a lot and wouldn't wish to become another statistic on an unsecured creditors list.

Any more that you know of ?

Regards

Ian

[Confucius]

I see Movietyme has just introduced Order Tracking (http://movietyme.isys.ca/newpages/ordertracking1.shtml) and Order Cancellation (http://movietyme.isys.ca/newpages/ordercancel.shtml) 'E-Forms'.

At least M-T are aware of the.... difficulties that some customers have been experiencing.

[Stuart Wright]

Originally posted by Ian J:
<STRONG>
Any more that you know of ?
</STRONG>

No. I found out about DVD Boxoffice early Spring.

[Ian J]

Spectre,

Slightly off topic I know but the magazines tend to know who is in financial difficulties well before the punters. Computer mags are the worst as they carry ten page ads every month for a retailer / manufacturer and they know who are in financial difficulties as they are not being paid for their adverts. Eventually they pull the adverts for non payment but the poor old customer isn't aware and is still paying for goods that will never arrive as the company's last remaining hope of cash flow has disappeared with the lack of advertising.

Hopefully this doesn't happen quite so much in the AV market as the advertising bill is as important if not more so than payment for "materials" to a web based outfit, which will put HCC and others in a similar position to us customers.

It would be nice to think so anyway.

Regards

Ian

[michaelm]

Well it had to happen, didn't it? After receiving 2 copies of the R1 Mummy Returns instead of the R4 version, the 2 friends I had ordered it for decided to just keep the R1 version.

I emailed Movietyme to cancel the order for the R4 copies immediately (just in case, of course) and the 2 R4 copies arrived yesterday. Now I've got to email them to get confirmation that I can return the discs.

Now, when I returned the duplicate Akira disc my credit card was refunded promptly, but I shouldn't have to go through this hassle everytime I order a disc from Movietyme.

I only have a few movies left on order from them, of which Final Fantasy and Dumbo should be on their way. This leaves just Swordfish.

I think after that I'll give them a bye-ball.

[MUD]

HI CRAIG
NICE TO SEE YOU ARE A MEMBER. could you please send me my DVD BIG TROUBLE IN LITTLE CHINA WHICH has been payed for since 2/5/01 and I have still not received I must by now have sent about 30 emails.IT is not the cost of the dvd but the principal.on 5th off this month I ordered two dvds not even a reply about them so today I have cancel them never again MOVIETYME MUD. :o :o :o :o :o

[Ars longa, vita brevis]

i got my discs form movietyme on the wed having ordered on the monday night.

unfortunately one was a 'shaker' so i think it will have to back.

still waiting on a reply for a return code, but its early days yet. i'll see how it goes befor i threaten to punch angry dexter's lights out :D

at least i have the craig@movietyme.com email address incase any problem should arise, as he seems to be a rreal person

[Stewart C]

No Discs arriving from DVD Skin either !!

Come on craig it's nice to know you listen but now it's time to act.