Wednesday, April 22, 2009

Disney Movie Club

I just wanted to post a quick note on a recent experience I had with the Disney Movie Club.

When I saw that Pinocchio was being re-released on Blue Ray, I knew I had to jump at the opportunity. As soon as it was featured as part of the Disney Movie Club, I ordered it. The promotion they had at the time allowed me to buy any additional DVD's at 60% off, so in addition, I ordered "Walt Disney Treasures: On The Front Line" and "Walt: The Man Behind the Myth."

I got my e-mail confirmation, and then a couple weeks later the order finally arrived. I opened the box and found "On the Front Line" and "The Man Behind the Myth," but no Pinocchio. Instead I had a copy of Hannah Montana!?!?!?! The packing slip clearly stated "Pinocchio Blue Ray" but I was starting at Miley Cyrus.

My immediate thought was, "Great, I'm gonna have to send this back, pay for shipping, include a letter, and hope they figure it all out and send me the right thing and credit my account for the shipping charge." Then my wife chirped in and said, "why don't you call first?"

Well, it took me a little while to find a good phone number, but eventually I got someone who listened to my story, apologized for the inconvenience and then said she would have to transfer me to someone in that department. "Oh great, transferred, this never goes well." Wasn't I surprised when someone picked up right away. I again explained my situation and I got another apology for the inconvenience, and the woman advised they would send out Pinocchio right away. "But what about Hannah Montana?" I asked. "Should I mail that back and you'll credit my account for the shipping??" "No Sir, due to your inconvenience you can keep that free of charge."

WOW!!! I know I shouldn't be surprised with Disney, but still....WOW!!!

I want everyone to know, that I wasn't rude or hostile. I was very polite, told them that I was very happy with the Disney Movie Club and that after ordering approximately 20-30 titles, this is the very first mistake I have seen. I wasn't trying to get anything free out of this, I just wanted to get what I had already paid for. Disney really handled this well. I couldn't have asked for more.

As I thought about it, there was really no way for me to prove to them that I had not received Pinocchio. They just took my word for it. I guess that's why I'm a Disney fan.

Please don't use this information to try to pull-one-over on the Disney Movie Club. I share this information with my fellow Disney fans to prove that the great customer service we have come to know and love is still present.


Rae! said...

I know. They are the best.

Matt said...

That's awesome! Good to hear from you!

Princess Fee said...

That is very impressive!!

Not the same, but I have had very good service like that with amazon before. I ordered a DVD and within about 3-4 weeks it still hadn't turned up. I contacted them, and they said they would send a replacement and I could return the DVD should it ever appear.

I got the replacement, and never saw the other DVD again. I wonder if they look into the system to see if you've 'had problems' before, and when they see you haven't, they assume you must be genuine.

Anyway, am very proud of Disney maintaing their great Guest Service!

Chris said...

Without customer service in this market, sellers would fold. No surprise that Disney has their act together once again. :-)

Thanks for the heads up on the ADR front, I haven't been able to listen to any podcasts or the like for quite some time now... Wife will be disapointed for sure...what can ya do.

MikeF. said...

Gotta love Dinsey service.

Chris said...

Dude, it's May...Where you at!?! :-)

MikeF. said...

Heath how the hell have you been? I need my Yankees-Sox banter! HAHAHA!