We signed up for the $9.99 total access that allowed 1 at-a-time unlimited rentals - get one in the mail, watch, bring to store, trade, rinse and repeat. Plus, we had one free in-store rental a month.
Then a few months ago I could not find the free rental - emailed and they said its no longer available - here is the conversation - what I wrote and what they said:
Customer (Gregg %) - 11/04 06:47 PM
I signed up for an account with ecoupons - where are they now? Where in the TOS can you legally make changes like this - its not an enhancement and though I am not a premium customer, occasionally we use them. I'd like to have these back as we use them occasionally. I am angry that you make these changes, call them enhancements (perspective here) and NOT notify me.
Please contact me via email with what your proposal is. I'd simply like what I signed up for.
Thank you and regards,
Gregg %.
Response (Diana) - 11/04 07:03 PM
Hello Gregg,
Thanks for contacting BLOCKBUSTER Online Customer Care.
Like all retail businesses, we must periodically review our products and services structure.in introducing a wider range of subscription plans, we considered a number of factors related to online memberships including in-store activity on a given account. Were giving our most frequent renters like yourself the option of either continuing with limited in-store exchanges at a the same price point or moving to a new plan if you'd like to continue your unlimited exchanges and agree to a higher price point. Unfortunately, eCoupons are no longer available.
We feel we are still delivering a great consumer value and encourage you continue with the new terms or consider one of the new plans we offer. You can find the details of other plans that are available via "My Account" in the "Subscription Plan" area. If you make no changes online or we don't hear from you, please remember that the changes mentioned will take effect on your regular monthly billing date. Thank you very much for your inquiry.
Diana
Customer Care Associate
BLOCKBUSTER Online
& Ok, they feel they "are still delivering a great consumer value" - great, glad _they_ feel good about it as they changed their terms to me without my approval.
Fast forward to Feb - this week noticed the monthly charge from them went from $10.84 to $13.01 - they changed again without prior approval.
This is deceptive and disrespectful. If their business analysts priced things wrong then its their problem - reprice and suck it up - don't change our terms of service. Changing the contract (perhaps in the fine print its written they can change all they want is horrible business practice. I expected this to be like many other agreements - terms do not change, just the new pricing structure. I had an old phone plan for 10 years that never changed the price - that plan was no longer available but Sprint honored their agreement the entire time - and I am still with them today.
Whether the wording is in there or not - I did not read the entire contract and that is my fault - Blockbuster does not implicitly honor their customers. This is very Enron-ish. I hope many others complain and this forces them to consider what they are building for a customer base.
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