Comments on: Poor sign up processes: Love Film

By: Leona

Leona — Wed, 09 May 2012 21:06:35 +0000

trying to sign up to your site and its saying card number cannot be verified, how is this possible when i clearly typing my right card details and have done several times, thanks!

By: Leon

Leon — Sun, 10 May 2009 06:37:56 +0000

Hope you’re well too, Josh. Thanks for the warning!

By: Joshua Curd

Joshua Curd — Mon, 04 May 2009 21:28:18 +0000

Hi Leon One experience we (The Curd Family) had when using Tesco film rentals (and guess what, run by LOVEFilm) was that when you’re reaching the end of your subscription period, they’ll start to send you films very quickly. This is usually within the last few days of the subscription. This is because they want more of your custom, but also because if you still have one of their films, they’re not gonna let you finish your subscription. You’ve one of their films, so their gonna take another months worth of money from you account. They’re very tricky about this. My advice is that you can make sure they can’t take that extra money from a card or account towards the end of that subscription. Make payments manually, a nuisance maybe, but that may prevent you being charged, or them taking that next months money! Ps. Hope all is well! :)

By: Lucy Spence

Lucy Spence — Fri, 01 May 2009 06:51:22 +0000

Glad it’s resolved for you now. And keep the posts coming!

By: Leon

Leon — Thu, 30 Apr 2009 17:42:42 +0000

@Lewis

Yes, pretty impressive, and a really smart use of ‘social media’ by an org.

By: Lewis Litanzios

Lewis Litanzios — Thu, 30 Apr 2009 17:34:25 +0000

Well you gotta love that haven’t you!

By: Leon

Leon — Thu, 30 Apr 2009 16:26:25 +0000

Hi Lucy – thanks for commenting on my blog.

Well, I got an email saying that I’d need to change the card attached to my Love Film account and then another saying that I could choose my first film.

I would have closed the account, but my first DVD arrived (that I ordered way back when I first tried to open the account), so I guess everything’s OK now. Let’s see…

— Leon

By: Lucy Spence

Lucy Spence — Thu, 30 Apr 2009 08:45:28 +0000

Oh, forgot to mention that if you want to talk to me directly on twitter you can find me @LOVEFilmLucy

By: Lucy Spence

Lucy Spence — Thu, 30 Apr 2009 08:11:56 +0000

Hi Leon

I just wanted to introduce myself as I’m part of the LOVEFiLM user experience team.

Your post raises some very interesting and valid points, and I apologise for the confusing experience you had. We are looking at the sign up process and seeing how we can improve it and we will definitely take your comments into account, especially the labelling and clarification of the term “account”.

As for the email you did not receive, it is possible that this it was sent and failed to reach you for some reason – sometimes our emails get caught in spam filters, etc. However, if you have not received a satisfactory resolution to this, let us know and we can investigate further.

If there is anything else I can do, please let me know.

Regards

Lucy

By: Leon

Leon — Mon, 27 Apr 2009 08:43:12 +0000

@Lewis

I didn’t know it used to be Amazon. Whenever I look at alternatives, they always turn out to be run by Love Film.

Got another couple of confusing emails: think I’ll ditch this service (assuming that’s easily done, of course…)