Many of the people who post on this forum would tell you that this is NOT a typical experience with our company. We constantly strive to exceed our customers expectations.

I look forward to hearing from you,

-- XRentGuy

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I'm impressed that you'd respond to my forum message so quickly if only the customer's service has been trained to respond in a timely manner as well.

A quick search in this forum will yield the fact that I'm not isolated in my experience with your service - first two months is generally great, the third month, mysteriously - everything starts to going down hill.

Now some customers are just plain crazy and demanding - they expect instant delivery from on-line stores not counting weather conditions or the USPS delivery system - which is so-so at best.

I sometimes wonder why it always take a lost customer for a business to do something - the fail to put Quality Control
in place and monitoring will truly, and eventually drive new customers away - it's only a matter of time.

I do hope you are someone at XRentDVD with power to change things - as I mentioned earlier. Your store has terrific selections.

FIRST THING TO FIX: When the "Queue" bottom is clicked on, let the customer know right away it that video has been rented it or not. This simple yet crucial feature will make rental much easier in the future.

I will come back in three months to see if things have improved - I hope it will - and you will have another life-time customer.

Very sincerely yours,

HITORMISS

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As for the 3rd month and web interface, I really can't blame a company if I can't keep track of what I do and don't rent...

"Vegetarianism for me is about saying ‘yes’ to things - even meat." - Coupling

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Edited by - xrentguy on 12/5/2005 1:50:50 PM

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I've been a member of XrentDVDs Preferrred program since shortly after they initiated it (years ago now), and I've been ordering DVDs from them since they started as a company. I think their service is outstanding. When I've had problems, and that is rare, they've always fixed them to my satisfaction.

Just a little counterpoint to hitormiss's point.

Edited by - MLyons on 12/5/2005 3:27:09 PM

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So it may be a feature you'd like to see, hitormiss, but it hardly constitutes bad service or some attempt to milk the customer.

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I also must say if I have an issue with them, that can't addressed, I can come to ADT and find XrentGuy or Norman from Bush. Reading thru the Shopping Info post's you can find that they are willing to help.

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I cancelled my membership on the 3rd month and found Bush in this forum, and since then it's been very, very satisfying. I recently upgraded to a 6 out at a time, 'cause their service has been excellent. The wait time's are getting longer, I think probably due to their increasing popularity, but I'm willing to be patient until they adopt.

Oh, and BushDVD DOES let you know if you rented a movie before. A little window pops up, and you have the choice of renting the movie again or not. This is one of the features I absolutely LOVE about Bush. Try

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Based on your previous posts on ADT about the same issue, your third month was during December of last year. Year after year we see the same slowdown from the post office starting about the middle of November as all the holiday retail sales start. It doesn't effect all of our customers equally so it may be related to how well staffed your local postal facilities are, especially on the return sortation. Also, I think you were with us before we were able to process business mail on Saturday. Saturday processing has helped return times, especially for those shipments that just missed the Friday sort and would normally wait 3 days for the Monday sort.

I invite you to try us again in January when the postal service has returned to normal. The USPS makes affordable rental movies delivered to your house possible. At the same time, it can be frustrating for customers and us to see them lose, damage, or delay shipments. We hope that all our customers are able to see that we do everything we can to minimize the problems.

XRentDVD

(Typos fixed)

Edited by - xrentwebmaster on 12/20/2005 11:37:19 AM

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I didn't know Xrent started shipping on Saturdays. That is good news. And thank you for your invite. I'll keep it in mind if I happen to want to switch providers in the future.

I'm not sure of the exact time frame when I rented from Xrent, but as you say, it could have been near the holiday's. If I do encounter problems when I sign up again, would it be okay to email you?

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You shouldn't switch back to us if the only reason your doing so is for better mail times. I believe your current shipments are coming out of San Diego and it is unlikely that delivery times from our facility in Santa Ana would be much different. We would be happy to have you as a customer again, but both services are going to have the USPS in common.

Happy Holidays!

XRentDVD

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In addition, I'm interested in trying out Xrent's service again to see if the service indeed degenerates each month, and whether or not customer service is responsive when there are issues with delays or lost mailings. I recall being extremely disappointed with Xrent on my third month, but I don't remember if I contacted customer service or what steps I took to resolve the issues. This time, I'll document everything to provide a clearer picture.

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I don't subscribe to their Preferred Plan, rather rent out DVDs on an ongoing basis on my own.

I use the US Postal Service "Priority Mail" for delivery, it cost a couple bucks more but worth it for the DVDs to arrive on time. I think using "Priority Mail" is key. The post office keeps track of these deliveries closely as it is their signature delivery system.

I HIGHLY recommend X RENT DVD. They are out of Orange County and I live here in "The OC" so I'm spoiled, so to speak, as to the reliable delivery service since they are in my neighborhood.

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