AVOID Intellflix! Horrible customer service...

[FantasiaWHT]

Ok I've been looking for a good movie & game online rental site, and it seemed that Intelliflix was getting the best reviews out there. (Actually, Blockbuster was getting the best reviews, and every review site claimed they rent games online, but they don't...)

So I look around and check my wife's list of DVD's, and they're all there, so I go ahead and sign up. Big mistake- I didn't look hard enough. Their video game selection is pitiful. Nothing and I mean NOTHING post-2004. Ugh. I write a nice email asking them to cancel my account and nicely asking for a refund. Here's what has happened the last 10 days...

(BOLD is my emails to them, normal is their emails to me)

Please Cancel My Account

Hello, I read several very good reviews of this site, but after
registering I started browsing the games, and the selection of games you have available very poor. There were no new or even recent releases that I could find. Your DVD selection is good but I am looking for a service that provides both.

Please refund the charge to my credit card as well, since I haven't actually used your service.

Thank you.

Dear Thomas,

We strive to give every customer the best service out there in the industry. So please give us one more chance to turn around your experience with us. In the meantime we'll provide you with a better experience, and we will monitor your account closely to make sure we do a good job for you.


I'm sorry but I decline your offer. I once again ask you most respectfully to please cancel my account and refund the charge on my credit card. If you again refuse I will contact Visa to have the charge wiped from my card.
Thank you.

Dear Thomas,
Sorry for the delay,
Thank you for acknowledging the message regarding your missing merchandise. Please return the DVD to our corporate offices at 1401 Forum Way, STE 503, West Palm Beach, FL 33401 and make sure that you put your name and member email address in the package. Once received,
we will credit your account for the $25 replacement fee.

Thank you


Thank you for your prompt response. I have not received any DVD's yet from you, so you may refund my money at the first opportunity.

Thank you

Thomas

Thank you for writing into intelliflix
We have checked with our shipping center, and they reported that they haven't gotten the disk yet. Nonetheless we'll continue to look into this and as soon as it's located we'll clear it from your account.

As you can see from my "account status page" copied below, I have no DVD's out, and have never received any DVDs at any point in my membership. Neither do I have any in my queue. *I had my account page copied here*

Thanks for writing into intelliflix. Before the cancellation please give us one more chance to provide you the better service. If still you are not satisfied please let us know.

Thanks for being a part of intelliflix family
Customer Support

No thank you, please cancel my account.

Dear Tom,

Sorry for not meeting your expectations. To compensate the delay what I will do is for expectations not being met according to the contract.
1. I will give a 10 days service credited on the account.
After done this, your next charge will be 2006-06-15 instead of 2006-06-05. We are willing to do the above stated and far beyond to ensure good
customer service. Please give us one more chance to do good job for you.

If you are happy with this offer then you need to add titles to your queue. Otherwise we will go-ahead and do the cancellation on your request.

Thankyou,
Michelle

I appreciate the offer but no thank you. Please go-ahead with the cancellation and refund. Thank you.

Worst customer service I've ever received, and it's not even over yet... Please avoid this company!

[Damaramu]

Geez louise, talk about the run-around in action. I'd just call the card company and have it cancelled from there if I were you. x_x

[Gamereviewgod]

intothegame.com

Best online rental service I've ever used. No movies, but there's none better for games.

[segarocks30]

God, they were like practically begging you to go back with them lol. What losers. :roll:

[FantasiaWHT]

intothegame.com

Best online rental service I've ever used. No movies, but there's none better for games.

Cool thanks for the link! Still looking for a dual-rental service, but I'll check it out if we can't find a good one.

[FantasiaWHT]

Thanks for writing into intelliflix. Before the cancellation we
request you once again please give us one more chance to provide you
better service. If still you want to cancel please let us know we
will do the cancellation immediately.



WTF!?!?!

[Diatribal Deity]

I think they hired ex-AOL employees...

[Half Japanese]

Well, I'm not sure if they still do this or not, but Microsoft offered me a copy of Crimson Skies or one of the other in-house published platinum hits games to retain a 2-month Xbox Live trial that I was calling to cancel. I already had or wasn't interested in the games, so it wasn't worth $6 a month for a seperate account.

[Gamereviewgod]

I just remebered Gamezandflix or something like that. Not sure about their service, I just know they do both.

And I could have sworn Blockbuster did both as well.

Worst case, get a Netflix and seperate intothegame account.

[FantasiaWHT]

Well, after three more email exchanges with identical responses, I finally tracked down the phone number of the corporate headquarters, called back a couple times until I got in touch with the CEO, and had a cancelled account and a refund within 5 minutes.