"Neverwhere" is coming to DVD

[GaryEA]

And it's been pushed back... again.

On August 1st, I received a form letter from A&E, stating that the set was to be shipped on 9/22 (I think) due to production delays, or something like that.

Now the A&E site has it listed for September 9th.

This is approaching AU/MSCL territory.



Gary

[Natasha (candygirl)]

Shhhhh, don't jinx it!

[GaryEA]

Could someone please tell me if I'm being unreasonable here because I'm really p****ed off...

I ordered from A&E to get the set a month before the other reatailers did (familiar, eh?). Production delays got in the way, and I received an email stating that it would ship two weeks before everyone else, but a poster had been added.

Then I learn without my knowledge that the set was coming out the same day everyone else was to get it. No email.

I sent a letter to A&E voicing my unhappiness that I was never notified about the additional delay, and to ask them if they would price match some of the other online retailers that have less than they do.

What I got back was this...

Hello,

Many thanks for contacting A&E Online.

We are always working to provide our customers with a positive
experience and appreciate your interest in our programs.

"Neverwhere" is priced at $39.95 in our online store because that is
the SRP (Standard Retail Price) for this product. We do not set prices
for the marketplace; retailers and catalogers who carry our products set
their own prices.

Of course you can cancel your order at any time. We do not charge your
credit card until the item ships.

Do not hesitate to contact me if I can be of further assistance.

All best,
Kate
A&E Home Video

This was my response...

Kate,

I don't mean to prolong this but you have not
answered my question, nor directly addressed my
concerns.

I am fully aware that retailers can price items
accordingly, but is A&E willing to match any of the
competetive prices because of the delays? I'd like to
keep my order with A&E, but the "selling point" of
getting it a month early is no longer valid.

Ideally, I would think that your store would want to
keep my order, but I'm getting the impression that the
poster is a consolation prize for the unannounced
delays and your explanation about SRP is a way of
saying "no" to price matching.

Thank you for your time.

Regards,
Gary Annett

I never got an answer back. Tomorrow, I plan on calling their 1-800 line and speak with someone about this.

Am I wrong on this? Should I cancel? I'd like to have the poster (I'm that much of a fan), but I'm having a hard time separating the principle that I paid to get the set early but now won't, and with the fact that I'm feeling like I'm getting shafted.

Damn, this stuff ticks me off. Where's my tea???



Gary

[fnordboy]

Damn, this stuff ticks me off. Where's my tea???

Like an old man... tsk tsk

Well, I think you may be overreacting a bit. I think it is messed up that they will not do something about the fact that it isn't early and/or make the poster available seperately. The stores of channels (Comedy Central, HBO, A&E, etc ) all always sell at MSRP, so it isn't anything surprising to me really. Though i would think that they would/should try to keep you as a customer at their site. Call the 1-800 and see what you can get out of them, I wanted the poster as well, but I am going to chance it at Best Buy or just get it at Amazon, I thought about it and 20 dollars is too much for a poster IMO. If you can haggle them ...go for it. I don't know if they will budge though.

[GaryEA]

Like an old man... tsk tsk

What? You thought I only drank bad diner coffee? Why I oughtta...

Well, I think you may be overreacting a bit. I think it is messed up that they will not do something about the fact that it isn't early and/or make the poster available seperately. The stores of channels (Comedy Central, HBO, A&E, etc ) all always sell at MSRP, so it isn't anything surprising to me really. Though i would think that they would/should try to keep you as a customer at their site.

But that's my point. The response was, to me, if you want to cancel, go right ahead. That's not customer service in my opinion. Even if the answer to price matching was a no, you don't tell the customer their best option is to go elsewhere.

Call the 1-800 and see what you can get out of them, I wanted the poster as well, but I am going to chance it at Best Buy or just get it at Amazon, I thought about it and 20 dollars is too much for a poster IMO. If you can haggle them ...go for it. I don't know if they will budge though.

They probably won't, but it's worth a try. If they don't then I'm going to say to them that this whole thing has been handled unacceptably IMO and I'm taking my money never/elsewhere.

I must be spoiled because if I presented the same problem to Amazon, they'd drop a few dollars by using a coupon code or waive shipping fees for the inconvenience. A&E seems to be the polar opposite - "Here, have a poster. If not, go away."



Gary

[fnordboy]

My guess is their site brings in little to no revenue for them and is only there for the housewives and clueless to buy their DVDs from. "Look honey, they have that special I wanted on DVD at A&E.com. I doubt we will find this in the local WalMart."

I would have already said F them, I would have shot off an email to a higher up with a major complaint and ordered it elsewhere. I have no tolerance for crap CS...at all*







*but I am also a sucker for free stuff so it would have been a tough decision to let go of the poster

[GaryEA]

My guess is their site brings in little to no revenue for them and is only there for the housewives and clueless to buy their DVDs from. "Look honey, they have that special I wanted on DVD at A&E.com. I doubt we will find this in the local WalMart."

I find it interesting that they're selling DVD-R's of their shows. Can't get that in Wal-Mart...

I would have already said F them, I would have shot off an email to a higher up with a major complaint and ordered it elsewhere. I have no tolerance for crap CS...at all*

I'm this close to ordering from DDD, which is where I got MSCL from when I learned, out of the blue, that it wasn't such an exclusive after all...

*but I am also a sucker for free stuff so it would have been a tough decision to let go of the poster

Key word: sucke... I mean, tough decision. (yeah, I meant to say that )

Gary

[GaryEA]

Well, I called.

First of all, Bonnie at A&E was fantastic. She was very understanding and explained everything in such a polite, professional manner that I was simply appreciative that this girl was taking the time to be nice.

Okay, A&E won't price match. Never, nada, forget it. She said that she completely understood my take on the matter and admitted that she'd be pretty PO'd if she had ordered it. But no price match would be had.

One of the first things she did, and this was early in the conversation, was waive the shipping charges and upgrade the delivery to two-day UPS. despite that, I was still ready to cancel.

As the conversation went along, there was an understanding that despite the generous her offer, there was really no value in keeping my order with them, just on principle alone, and she agreed. That's when she offered a ten dollar gift certificate for their store.

I was impressed. Bonnie had done A&E proud in keeping an order from going elsewhere, and she knew I was a lost sale going in. I wasn't a jerk or a raving lunatic (I save that for lunches with fnordboy. heh.), just really upset at the whole mess. So she gave me ten dollars to use later on, six bucks off for the shipping, and gave me faster, more expensive shipping (whatever that costs). Plus the poster.

I'm a happy guy now. Going in, I thought it would be a Best Buy-type of argument. Basically "take it or leave it" (like the previous letter). But this was different and far more appreciated, and not just because they pulled out a gc.

Thank you Bonnie!



Gary

[fnordboy]

Kill them with kindness..

And he is a mad raving lunatic at lunch....especially after the 10th cup o' joe.

[GaryEA]

Kill them with kindness..

Works for me. Hell, you still come to lunch...

And he is a mad raving lunatic at lunch....especially after the 10th cup o' joe.

I don't know. The funny feeling is starting to come at the sixth cup now...



Gary