Lost for words

18 07 2009

I love watching movies as it’s a great way to relax without the stress of communicating with hearing people or trying to follow something that isn’t accessible. I use a DVD postal service as it’s easier than walking to the nearest rental shop and there is a bigger selection. It’s a fantastic service, except when you receive a DVD and it doesn’t have subtitles. I’ve been renting DVDs from easycinema.com and have been watching the series Lost. All the DVDs had subtitles and indicated this on the website listings. This week, the DVD I received had no subtitles at all, so I emailed customer services and told them. I said I felt I was entitled to an accessible service under the DDA as they were a public service provider, therefore should provide subtitles. Their reply –

Thank you for letting us know about your recent faulty disc ‘Lost – Season 1 – Part 1 – Bonus Features’. We are very sorry for the inconvenience caused by this and we’d like to reassure you that we do take quality control very seriously.

We regularly check and clean all of our DVDs, and any damaged discs we become aware of are immediately withdrawn from circulation and either fixed or replaced with new stock. We’re therefore very grateful for this report as we can now take action to correct this disc.

We have added an extra credit to your account, so another rental can be sent as soon as possible from those available on your selection list. If you have selected to replace this title back onto your list, we will try and send it again for you. We hope that you don’t have any further problems in the future.

We hope that you don’t have any further problems going forward and once again we are sorry for the inconvenience caused. We hope that you will continue to enjoy using our service in the future.

I think someone has completely missed the point here! Or do they not even bother reading their emails and just press the button that says Refund? *rubs hands in glee*

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