When things go wrong with LoveFilm

LoveFilm (www.lovefilm.com) offers a number of levels of service from conventional movies on a disk to your home through to on demand download services. For movies sent to you at home this model started the death of the high street rental proposition with customers finding it far easier to manage an online list and have these sent to them at their leisure to be returned when they were ready. The thought of venturing out to your blockbuster hiring a film then held to ransom for return the next day seemed outdated. There is a flaw in the customer service for LoveFilm with this postal model. What happens if you don't get the film. If the postal service squirrels away this diamond of entertainment and is watching your cherished copy of "piranha 3DD" in a back room somewhere while you scour the TV guide for an episode of "extreme fishing" you have not already seen three times. The service is pretty simple. You get an email telling you what the film is that is on the way and you wait by your post box for it to come through. When it doesn't it would make sense for a call to action on the email for you to flag a problem. A "press this button if it doesn't who up" piece of customer support. This simple step could improve customer experience significantly.