I am surprised by this. They charge a premium for both the DVDs and the shipping, and I expected better service.

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I have a question directed to Canadians: Which American vendors have you successfully ordered from RECENTLY? Suggestions have been made for XRentDVD or ADE, I would be interested in your actual experiences.

Thanks in advance.

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I cannot respond to these messages directly due to the fact that I do not know the facts surrounding the individual cases.

I can however give a general impression of our email handling. We have responded to all email rec'd up to 5/10/2002(with the exception of a few that need extra attention). We have responded to about 80% of the email rec'd this past weekend(5/11-13/2002). We do receive a lot of email(an average of 111 a day), which we scan through all several times daily to look for immediate issue(changes to orders, cancellations, etc.) to handle first, the remainder are handled in order of receipt and are generally responded to within 2 business days(most on the same day rec'd).

Now if we do not receive it, or you do not receive our response, we cannot really do anything about. There are some ISP's that we have problems sending mail too, Hotmail specifically as an example. If you(or anyone you know), go 3 days without a reply from us, call me directly at the number on our website and I would be glad to resolve the issue over the phone.

cyberpimp:
If our billing team sent a request to you, it was done within 24 hours of the order being placed. We do expedite this request as we do have a limited time line to capture the funds from the transaction pre authorization. We do get a lot of inquiries about orders in this status, and more times than not if the original request is not rec'd, our reply will not be rec'd either.

PanGuy:
We have no reports of any problems with Canadian orders(until this one)in the past 6 months. Please drop us another email, include your ADT user name in the subject line along with the order number, I would be glad to look into this further for you.

Drew:
We have had some transitional issues with the redesign, and although they have not directly affected the email servers, they have about doubled the amount of incoming email. When issues like this occur, we do experience a delay in response times.

Everyone:

We have been in business since 1998, and have absolutely no intention of closing our doors. If anyone has any questions, please email us at the email address below, or if you are more comfortable, please do not hesitate to phone us.

Kind Regards,
Frank
Adult DVD Now
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With the instant gratification that so many of us have gotten used to when ordering over the Internet, we often forget that there is someone on the other end when we send e-mails. We are so used to placing an order and getting an e-mail 5 seconds later stating that our order has been processed the we start to begin to have that same expectation when sending customer service inquiries (as unreasonable an expectation as that actually is).

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Keep up the good work.

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Rojo: Thank you for the order, and the kind words. Enjoy!

Kind Regards,
Frank
Adult DVD Now
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