I recently received an email from the folks over at Blockbuster.com, letting me know that they have decided to change their online plans.  Now, I don’t have time to watch too many movies since I spend most of my time chasing Maggie around, so when we signed up, we chose the smallest plan.  Until recently, the $5.99 plan at Blockbuster.com included 2 online rentals, 2 exchanges for in-store rentals, and 1 e-coupon for a rental at any time.  $5.99 for a total of 5 rentals per month… a good deal.  A great deal in fact, and quite frankly the whole reason I went with it.

So when I saw the new plan details, the first thing that I noticed was that the prices were going up. 

Ok, I’m good with this.  I understand that Blockbuster wants to make money.  I’d rather not pay more, but I realize that prices go up.  But what I found interesting was that no where in the email, the web site or the fine print was any mention of the e-coupon.  Certainly they wouldn’t raise the price and decrease the number of rentals…  I thought I’d better email customer support:

I recently (8/17/07) received an email stating that the membership plans for Blockbuster.com are changing. My current plan is such that I am eligible to receive up to 2 DVD’s in the mail per month, plus free in store exchanges for a total of 4 DVD’s per month. In addition, I have available to me a single e-coupon per month bringing the total number of rentals to 5 per month. It appears from your email and literature on the web site that my plan will increase in cost from $5.99 to $7.99, however I don’t see any indication that the e-coupon will continue to be made available. Is this correct? From what I’m reading, not only will I be paying more, but I will also not receive the same value from the plan. Since I do have options with you competitors, I’d appreciate if you could clarify the configuration of your $7.99 plan.

Respectfully,
Adam Hegedus

To which I received the following stock response:

Hello Adam,

Thank you for contacting Blockbuster Online Customer Care.

I apologize most sincerely for any inconvenience this has caused you and I appreciate you taking the time to notify us of your concern, Adam. Total Access-1 at a time limited, 2 rent(s) a month
2 in-store exchanges/month allows you to receive 2 DVDs per month with 2 in-store exchanges for $7.99 plus applicable taxes. Unfortunately, eCoupons are no longer available. We recently enhanced our membership plans to provide our subscribers with a wide selection of options. With Total Access Premium, for example, you get more free in-store rentals than ever before. Instead of having to print e-Coupons, we’ll scan the barcode on your return mailers at your local store in exchange for a free in-store movie rental. If you love games, we’ll even give you a discount if you bring us your online envelope.

Please let me know if I may be of further assistance.

Respectfully,

Babylyn
Customer Care Associate
Blockbuster Online

So there you have it.  Not only is Blockbuster raising the prices of this plan, but they are in a single motion, lowering the value. Pay more, Get less.  I’m ok with raising prices, but at least give me the same deal.  For an extra buck I can now sign up at Netflix and get unlimited rentals.  That sounds like a good option to me.