I don’t like posting to complain about customer service until I have exhausted all other avenues.
In the case of ScreenClick however I’ve already tried all the “official” methods.
Emails to their “support” seem to vanish into the ether (if you’re running an online business why don’t they have a ticketing system??) and I can’t get a human on their phone line.
So, why am I annoyed with them?
It’s very simple.
As anybody who reads this blog on a regular basis knows I like films, so I watch a lot of DVDs. When my mother signed up with ScreenClick she got an invite that she could give to a friend which offered a 30 day free trial. I used the coupon and signed up. While I may not have been delighted with the service I wasn’t unhappy with it. In any case I decided against continuing my membership, so I cancelled it.
However, when I checked my bank account earlier this week I saw that they’d debited my Laser card €14.99 for the service. A service I had cancelled and a service I was not receiving anymore.
I am not impressed.
I cannot do a “chargeback” as it was from a Laser. I have to get a refund.
The only people who can give me the refund is Screenclick. Screenclick is not answering the phone or my email.
Why does this feel like a catch 22?
EDIT: Finally got a reply from them this morning, so hopefully it will all get sorted out …
EDIT: All sorted now
Michele Neylon :: Pensieri
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Think I’ll dump the screen click invite you threw on my desk 🙂
I went with them for a while last summer. I found them to be quite good, but frequently didn’t have the DVDs I requested [because of course I was looking for the latest]. I would request two – they’d send one, and maybe three the following time.
By the time I quit, they owed me several, but of course I never saw them.
Though I must say, I had no problems with their e-mail service, so it must have gone downhill since….
Niall – I don’t blame you. Until they screwed this up I would have been quite happy to recommend them.
Richardo – I don’t know what they are playing at. It’s not that hard to answer an email OR the phone surely?
They done the same to me as well and are impossible to get in contact with. Apparently they claim I have a DVD, but I don’t, so now I’m stuck trying to prove that I don’t have it.
And I suspect by the time I sort this out, I’m going to be charged another month again 🙁
I’d recommend Moviestar online DVD rental, I’ve found their customer service pretty good. I emailed them and asked them to call me, and they did call me within 24 hours and sorted out the issue.
Well MovieStar don’t seem to be much better at replying to emails either, so I won’t be using them.