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  • Smartflix - Horrible Service

    I try to support advertisers in HSM as much as possible, but Smartflix has really let me down. 10 months ago I ordered a Ron Fornier 2 DVD set. After a few months went by, I completely forgot about the order. Well, 9 months later DVD 2 showed up, but no sign of DVD 1. I waited for DVD 1 so I could watch in order, and Smartflix billed me a late fee, despite me having to wait 9 months. So, I watched DVD 2, out of order, and sent them back the DVD. They billed me again, even though the DVD was sent. I contacted them and explained I had not received DVD 1. They were very nice and said they would order more. Then I asked for the late charges to be reversed and never heard back from them. I sent them another note with simple business logic that would prevent such a thing happening to other clients and even offered to write the PHP code for them as well as tell them what tables to add to MySQL. And still no response. DVD 1 showed up 3 weeks ago, but I left for an East coast trip and have just returned. In the mean time, they hit me with 3 more late fees. I dropped it in the mail, without watching it, hoping to avoid late fee number 4, and sent them a note. Again, no response. They are happy to say "sorry", but if you ask for money back, they go dark. So far I have got to pay them $25 for the rental and another $25 for DVDs that arrived 9 months late and out of order and they don't have the common courtesy to respond or even discuss how they can bear some of the burden. I wish I could say they are a great company and everyone should do business with them, but after this experience, I can only say I am very disappointed in their disregard for what was a very loyal customer (I was renting well before they changed their name to SmartFlix).

    My advise is to avoid at all cost. Sorry I have to post here, but they don't seem to care and maybe HSM can at least ask them to act responsible if they want to advertise in their magazine.

    Thanks, Derek (DVDless in Oakland)

  • #2
    I assume it was on a credit card? Contest the charges.

    Comment


    • #3
      What Macona said. Recent charges can be disputed with a phone call. Older ones require a letter clearly explaining what happened and a description of how you tried to get them to fix the problem.

      I got a full refund of a disputed charge of $110 that was about six months old, and another for about $300 that was about a year old.
      Any products mentioned in my posts have been endorsed by their manufacturer.

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      • #4
        No problem with Smartflix

        I have ordered approximately 15 from Smartflix and the one DVD I had a problem was a duplicate order. The person I talked to fixed the issue.

        Comment


        • #5
          I have dealt with them for a little over a year and I can say that they will try to make it right, but I agree that they are not very eager to give refunds. Maybe you should ask for something other than money. (in the meantime report your card as lost so the number is no longer valid and they can't charge you.)

          I can tell you that I have had more trouble getting DVD's from them in the last three months than in the previous nine. I think maybe they are much busier than they are prepared for. Plus instructional DVD's are usually $60 or more compared to the $20 or less that Netflix pays for movies.

          Send an email to Laurie ( [email protected] ) and explain your situation. It may take a week for her to get back to you, but she will reply.

          (maybe Netflix will buy them and make it easier for everyone.)

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          • #6
            Smartflix

            I had a similar experience as Derek did, however; I never did receive my video after about 10 months. I did contact then after several months, and still never did get the video I wanted. I just remembered the video I wanted yesterday, and ordered it again. It will be interesting to see if I get it this time?

            Prior to this instance I did order and receive several without any issues.

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            • #7
              I ordered alot of their machining dvd's and never had a problem. I have not ordered any in a year or so. Fred

              Comment


              • #8
                > happy to say "sorry", but if you ask for money back, they go dark. So far I have got to pay them $25 for the rental and another $25 for DVDs that arrived 9 months late and out of order and they don't have the common courtesy to respond or even discuss how they can bear some of the burden.

                Derek,

                Travis Corcoran of SmartFlix here.

                The service you've gotten from us in unacceptable - that's not how we do business. We offer a 120% guarantee. I'd be happy to issue you a refund for the original amount of the order, plus another 20% (either in store credit, or in CASH (well, technically, a check)).

                From your post above I can't tell your last name, or else I'd take care of this right now.

                Please contact me directly at [email protected] (I read that every single day, even on weekends), and we'll make this right for you by the end of the day tomorrow.

                I apologize that we let you done, but I hope we can make it up to you.



                Travis J I Corcoran, President
                SmartFlix

                --
                http://SmartFlix.com/
                web's biggest how-to DVD rental store

                Comment


                • #9
                  Is there such a service in the UK?Alistair
                  Please excuse my typing as I have a form of parkinsons disease

                  Comment


                  • #10
                    Derek,

                    Travis Corcoran of SmartFlix here.

                    The service you've gotten from us in unacceptable - that's not how we do business. We offer a 120% guarantee. I'd be happy to issue you a refund for the original amount of the order, plus another 20% (either in store credit, or in CASH (well, technically, a check)).

                    From your post above I can't tell your last name, or else I'd take care of this right now.

                    Please contact me directly at [email protected] (I read that every single day, even on weekends), and we'll make this right for you by the end of the day tomorrow.

                    I apologize that we let you done, but I hope we can make it up to you.



                    Travis J I Corcoran, President
                    SmartFlix

                    --
                    http://SmartFlix.com/
                    web's biggest how-to DVD rental store[/QUOTE]

                    Well, that's about as good as it gets. I'm glad. I always liked dealing with them.
                    Dan from Raleigh, NC

                    If it's stupid but it works, it's not stupid.
                    _____________________
                    "What is your host's purpose for the party? Surely not for you to enjoy yourself; if that were their sole purpose, they'd have sent champagne and women over to your place by taxi." P.J. O'Rourke

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                    • #11
                      Hmmm, Heres a thought:
                      Considering everyone everywhere 'is recording this call for quality assurance perposes'
                      Should'nt netflix be able to find, and fire/retrain whoever it is who handled his calls? Id think it would be recorded somewhere who was talking to who..
                      Play Brutal Nature, Black Moons free to play highly realistic voxel sandbox game.

                      Comment


                      • #12
                        Dear Mr.Corcoran,

                        I'd like to take this opportunity and ask you if you find such extended waiting time acceptable at all. I used to order many titles from your company before, but those 2-4-month + waitings that became the norm make renting very unattractable. I perfectly understand the causes of it, but don't you think it's time to deal with this heads up? I'm afraid you lose a lot of customers due to this. The idea behind your business is an excellent one, and I really enjoyed dealing with Smartflix in the past. But the "poorely fit pants on the growing child" syndrome became a very serious issue. New pair of pants is long overdue, IMHO.

                        I certainly appreciate the fact that you find it possible to participate in this thread in person and look forward to deal with your company in the future.. when it starts wearing new pants.

                        Thank you.

                        Michael
                        Mike
                        WI/IL border, USA

                        Comment


                        • #13
                          They need to get DVDs with a little better license. Like make copies as needed and pay the author per rental, not 'buy each disk'.

                          Its 2010 for the love of god.. I should be streaming that stuff.. .not snail mailing DVDs.

                          Good idea, poor execution. And yes, I have rented from them.

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                          • #14
                            No ****, negotiate a fair "per viewing" license fee and stream the stuff! There used to be a great deal on the site about how it was legal to rent the dvd's and that they had been sued. Tells me they aren't making an effort to play nice.

                            To all the makers of DIY instructional materials, here is a tip

                            Stop making videos and start making software, wrap your content in a program that runs on a PC or Mac. Why you ask? You don't see AutoCad CD sets being rented out do you?
                            James Kilroy

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                            • #15
                              I live in Canada, I have been charged late fee's once before the DVD even arrived, and twice after I had DVD'S for 3 days.

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