Even When You're Wrong

So, the other day my wife went to cancel our trial subscription to Blockbuster's rent-by-mail service. We are Netflix subscribers, and given her recent affection for The Amazing Race, decided that our one-at-a-time Netflix option wasn't going to get us through the season fast enough. So why not take advantage of Blockbuster's three-at-a-time two-week free trial?

I'll tell you why. It's the exact same reason I gave my wife when she made the suggestion: People like us don't cancel offers like that before we've been charged the first time. It never fails.

Well, she went for it. As long as I didn't have to manage canceling the subscription, I didn't really care.

Friday. Two weeks later.
Me: "Did you ever cancel that Blockbuster thing?"
Wife: "Not yet. I need to do that this weekend."

Saturday.
Me: "Don't forget to cancel that Blockbuster thing today."
Wife: "You're right."

Sunday.
Wife (at computer): "Aww, man!"

Sure enough, we'd been charged that very day. I have to admit, that was an unexpected maneuver, given that it was the weekend.

Well played, Blockbuster. You are indeed a worthy adversary.

I logged into my wife's account to get a phone number to call. Nothin' doin'.

You'll rue the day, entertainment fiend.

Here is a copy of the e-mail I sent their customer service people:

To Whom It May Concern:

We have been evaluating your online rental service for the past two weeks and have deemed it unsatisfactory for our current needs.

My wife logged in today to cancel our trial membership only to discover that we have already been billed for a new full month's subscription to this service. We do not intend to use your service further, and have not received any new DVDs in the mail since time of billing. As such, we formally request that you cancel our subscription and tender back to our credit card a refund in the amount of $19.57.

As a final note, we find it most inconvenient that e-mail is the only communication channel available between us and a representative from your company. A telephone is much more personable, and expeditious. This barrier to the customer relationship is but one example of how your service has left us unimpressed.

If you cannot execute our request without further discussion, we can be reached at the provided telephone number.

Thank you for your time.

Here is the response I received that very day, irrelevant stuff removed:

Subject: Account Cancellation and Refund
------------------------------
Response (Blockbuster Online) - 07/09/2006 04:01 PM
Hello,

Thanks for contacting BLOCKBUSTER Online Customer Care.

Per your request, I have canceled your Blockbuster Online membership. You will be receiving a separate e-mail confirming the cancellation. I have also reviewed and refunded your account, $19.57. Please allow up to 3-5 business days for the refund to post to your account. I am truly sorry for any inconvenience this has caused.

I am sorry to see you go, and hope you reconsider in the future. Because we value you as a customer, I would still like to offer you a choice of plans that may meet your needs.

2 at-a-time, maximum of 4 rents a month for $11.99 plus tax per month
-or-
1 at-a-time, unlimited rents for $9.99 plus tax per month
If either of these plans interest you, please let me know and I will be happy to reactivate your account with the new membership plan, which will start on your next billing cycle. You may also contact our Customer Care at 1-866-692-2789. Our Customer Care Hours of Operation are from: 8:00AM - 6:00PM Central, Monday through Friday.

Thank you for your patience.

Elaine
Customer Care Associate
BLOCKBUSTER Online

As it turns out, as long as you adhere to the general principles of negotiation, services are negotiable even when you are clearly in the wrong.