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- May 18, 2004
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I'm not very happy with them. I got a phone call from them at 1300 this afternoon. Here is my letter in response to it:
Christopher Postill
xxxxxxxx xxxxxxxx
Cambridge
xxx xxx
Wednesday 14th January 2009
LOVEFiLM Customer Services
FREEPOST RRCA-EHAC-ZZKX
LOVEFiLM International
London
W3 6RU
RE: Uncomfortable Sales Call
Dear Sir/Madam,
I am writing with regards to a phone call I received from “Matt (Refused to give his last name)” from what I can only assume was your customer services or sales department.
A few months ago, I left LOVEFiLM because I decided that I wasn’t using the service as I didn’t find that I had the free time; coupled with the fact I have a Sky+ service, I concluded that my money would have been better directed elsewhere – especially given the current financial crisis.
Skip a few months forward, to today – Wednesday 14th January 2009 - at 1302 hours. My phone (number xxxxxxxxxxx) rings and I am greeted by a male on the end of the phone telling me that he has phoned to offer me “2 months for the price of 1” on any package because I am a “valued customer.”
I politely informed him that I wasn’t interested; this is when “Matt” started to become quite rude and aggressive, making the conversation incredibly uncomfortable and immediately putting me on the back foot having to act defensively.
I told Matt that I wasn’t using my service because I didn’t have the time, and that I had Sky+ at home. His reply was “Yeah but Sky is always showing repeats and you have to spend your time skipping through channels and there’s never anything on”
He then said “If you only have time to watch a couple of movies a month, I can offer you a deal on that – which makes it only a couple of quid a month”
Again I declined. He then said “Well if you watch Sky all day surely you want to watch a couple of movies?”
I politely said to him “I think your time would be better directed convincing someone else to sign up because I’m not in a position to sign up to anything today.”
Most people would take this as a hint that I am not interested – “Matt” replied with “Yeah but you don’t have to do anything, I just need the go ahead from you. Take a leap of faith Chris, this offer might not be running soon”
This conversation went on for 5 minutes and 22 seconds and I felt uncomfortable and agitated speaking to him. The parts of the conversation I have quoted are but a small percentage of what was said, and are by no means any worse than the rest of it.
If these are tactics employed by LOVEFiLM then I suggest you review your sales call policies because I am not easily agitated or annoyed by anything, yet this phone call left me seething that someone could be so rude and seemingly comfortable with making rash assumptions about my private and personal life/circumstances.
If these tactics, as I sincerely hope, are NOT tolerated by LOVEFiLM, then I suggest action is taken with regards “Matt” and his manner. I am sure that there are recipients of phone calls out there that WILL sign up to offer against their will because they do not want to hang the phone up on someone, and feel bullied into doing so.
I am simply appalled by the way “Matt” spoke to me today and it was by far the worst high pressure sales call I have ever received. I made it clear from the start that I did not want to sign up again but I was pushed to give reasons, and then to justify those reasons. And then I was pushed into buying the service ANYWAY.
I look forward to your reply and I will be interested as to how you wish to address my complaint, and indeed the issue at hand.
Yours Faithfully,
Christopher Postill
