Just Wish It Was Not DISNEY

So we did a dumb thing. We joined the Disney Movie Club. We purchased additional movies at the time of joining which reduced the membership commitment from 5 to 3. One later. So we had 2 to go when our income tanked.

Fast forward to the end. Letter lets us know we have two to go. Ok, so we file that in the back of our minds, no ability to do it today.

Second letter comes. Not only are they telling us that we need to finish, they tell us they’ll bill us $98 plus change if we don’t comply by such and such a date. But they let us know (kindly, I’m sure) at the bottom that we can fulfill the commitment before *this* date, to head off disaster, by purchasing any two movies with a NON-discounted price of $9.95 or more. I repeat, NINE DOLLARS AND NINETY FIVE CENTS. I checked it three times before I placed the final order.

Letter also says that our commitment status will update when the payment is made for the last two items.

So I went into the site to try to place an order that qualified. Everything is discounted! I can’t tell it to charge full price in the cart! Finally dig around and find the “Offers” link, which has the option to Turn Off Discounts site-wide. It defaults to a discount, so you have to actually turn it off to meet your membership requirements.

We purchase two movies. Both are $9.95.

Commitment status does not update. Payment is made.

We wait a few days, just to be sure.

Then I call.

They assure me that it WILL update just as soon as we have purchased two movies with a non-discounted price of $19.95 or more.

I tell them the letter we received said $9.95.

They assure me this could not be so – it is $19.95, always has been, always will be, never has been written otherwise.

They ask me for a copy of the letter. Of course, Kevin has tossed it by now. After all, we placed the order!

Now, on this point I am dead certain of the price listed in the letter. Because I checked it several times. And because I don’t lie.

I also know that if WE received it, it is a standard boilerplate letter. It goes out to EVERYONE who has not bought enough. Customer service KNOWS THIS.

They assure me this is the first they have ever heard of such a thing (several customer service people said EXACTLY the same words – “this is the first I’ve heard of this!!!”, and they repeat those exact words each time they try to explain their surprise at my complaint – if the words were different, I might believe that three people were offering repeated sincere assurances, but since they are repeated verbatim, I am not buying it).

I am not playing ball. This is not right!

They make an offer – They will do me a favor and OVERPRICE the two movies we bought, with an extra $10 each, so that we will meet the commitment.

I’m not happy. I cannot afford that.

Now if the letter had said $19.95 to begin with, I’d have purchased two movies at that price – in fact I tried to, before I checked the letter (again), and realized it said $9.95. Money being tight, I went for the lower cost option!

They pass me to a supervisor, who goes through the same thing, same offer, same assurance that this is the first SHE has ever heard of this problem (she tells me this several times). I ask if I am going to have to sue in court to get them to do the right thing, and she quickly offers to do us a favor and settle it with the two we purchased as fulfilling the commitment.

She tells me repeatedly that I may be assured that this WILL happen, and that her word is good. I can’t even nod and smile, I’m way past that!

Then she says she cannot send an email to confirm the agreement. But… she can take down my number so someone can call me back, and I can then request an email to confirm!

I am not going to have a Sears experience again… And frankly, the fact that the supervisor had a Middle Eastern accent WAS unsettling, especially after our experiences with Sears. But today I’m not trusting anyone to call back, or to do as they said, without SOMETHING in writing, and email is the best I can do.

I ask her to transfer me rather than a call-back. She expresses doubt as to whether someone is there to answer, but finally does this.

Customer service also assures me that they’ve NEVER heard of this problem, but she leaves to confirm the agreement with the supervisor. Finally comes back and sends the requested email – we have that on file now. She also offers to remove our CC data from their database, and assures me she has done so, and that this may prevent the company billing us before the status change can go through.

I’m still not happy.

I mean this is DISNEY! If you can’t trust Disney, the world is pretty well fracked.

Our customer service experience wasn’t a mistake on their part. This is part of their SYSTEM. I work with websites, and businesses, and I know full well if a boilerplate letter went out (and that is what ours was), that the template has the details all there, just as I read them on ours. And if that happened, the lower price is STANDARD, OR, it is an ERROR that was perpetuated across thousands of accounts, which they are fully aware of, and have a policy to deal with.

In either case, THEY WERE WRONG, and THEY WERE LYING. And they are still giving us grief about it, acting like WE are the ones that did not follow the rules!

I am pretty sure that someone in accounting has done the math, and that they’ve realized that it is better to let someone fulfill an overdue commitment with $9.95 movies, and keep them a customer (they’ll purchase more later, even if they are almost broke, since they can purchase discounted), than it is to bill them a penalty and lose them.  But somewhere along the line, the website is not in the loop, and customer service is yanking people around over it. Maybe another case of “the left hand knoweth not what the right hand doeth”, but I’m suspicious because of the behaviors of their customer service people. You don’t just all end up giving the same line over and over again without variation when the situation IS an unexpected one – they were REHEARSED on that one!

It is bad enough that the quality of their movies is such that I won’t even WATCH some of what they’ve produced lately. But to have them messing around with customer accounts in a way that really casts a negative light on their honesty is an unexpected twist for us.

Disney, you really disappoint me.