Just when the movie had reached a turning point - the Queen was sitting out
there and had just come across the beautiful creature in the wild - well, the movie started skipping. I threw on some clothes and drove down to Blockbuster to exchange the movie. When I asked the clerk if the exchange would count against me, she said yes, because the online system was different from their in-store system I couldn't come back after watching the movie to exchange it for a free rental.
For those of you who don't know, when you rent a movie online with Blockbuster, you're allowed to exchange the movie for a free in-store rental. So when I went in to exchange the scratched movie for the same movie, it counted as the free exchange.
What I think Blockbuster needs is an integrated system so in-store clerks have access to an online customer's information. Customers need a seamless experience so that phrases like "Our systems are different" become nonexistent. Blockbuster isn't the only one who needs this. All retailers that have both an online website system and an in-store system that are separate should do this.
When I worked at Nordstrom, there were many customers who would come in to return an item that they had purchased online. I had to send these customers to the Customer Service desk because I didn't have access to the online purchase. Many customers got upset - especially after they had waited in line just for me to turn them away.
Comment Preview