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 The thought of venturing out to your blockbuster hiring a film then held to ransom for return the next day seemed outdated.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. 

The LoveFilm customer experience

Enjoying a movie at home has been with us since the days where you were bound to the TV schedule of a limited number of terrestrial channels and the prospect of the big Christmas movie was something to be eagerly anticipated from your summer holiday onwards. The advent of the video recorder put the power in our own hands to transform our homes into mini movie theatres. As Betamax and VHS battled it out for video supremacy the local video rental store appeared as a new service where we could hire out the latest releases to enjoy from the comfort of our own armchair. Classic. Occasionally disturbed by the pain of a penalty fee for late return or lack of availability of the latest release of the new Police Academy 4 title. How else could this Utopian picture of cinematography be improved?  Well certainly movie quality which DVD and latterly blu-ray have been working on but also how about not having to leave the comfort of my own armchair for this movie magic?  Movie streaming services have changed this and the local blockbuster must be quaking in their boots as online streaming services such as LoveFilm (www.lovefilm.co.uk) offer you all this at the command of your remote. Personally I enjoy the delivery service as much where a movie lands on your doormat waiting to be enjoyed and permits family feuding over which movies feature where on your upcoming list. Movies delivered to your door.  Epic.