HOW TO GET A REFUND
Written: Jun 14 '07 (Updated Nov 09 '07)
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HOW TO GET A REFUND
I finally got Intelliflix to agree to a reasonable refund. I say agree, since I have yet to see the amount post back to my credit card.
As a company, I'm impressed that they may be trying to make it work, but I won't use them and wouldn't recommend them. Read on for details on how I got my refund.
Not sure which one of these finally got the job done, but I'll list them all. Please read in the entirety for details on how to get a refund.
1. Submitted many many support tickets.
2. Sent email to Eileen at this address: eileen@intelliflix.com
Found this email address on a site similar to this one. That post appeared to be written by an Intelliflix representative, and promised that issues sent directly to her would be resolved.
3. Called this number: 1-561-697-8325. Tried extensions #1011 and left voicemails on all. details below.
Number 1 I tried from day one, and as many of you know the support system is quite frustrating. Max 500 characters, and can't submit a new ticket until they close the first. I got in the habit of submitting a new one within a few hours of the last being closed. I got creative, and my tickets ranged from ranting about "liars, cheats, and thieves", to abject pleading, to random vulgarities. ALWAYS I asked the account to be cancelled and refunded. ALWAYS the same response. "NO REFUNDS, your titles are being shipped." They obviously weren't. The queue was packed, as was the waiting area, and no movies were even marked as being shipped for about a month.
Number 2, Eileen's email address, was posted on a site like this one, wish I could remember which. Anyway, the email address was spelled wrong, I guess, since intelliflix.com was misspelled and the emails kept coming back. I finally noticed and tried the correct spelling. The emails stopped coming back 'undeliverable', but I also never got a response for several weeks. NEVER got an email response, BUT...
Number 3. Found the phone number above, on this site I think. I tried it and received a voice recording saying "... all customer inquiries are handled online. If you know your party's extension... or Press 1010 to leave a message." I left one but without much hope. Frustrated I called back several times and tried random extension numbers, always getting a message that it was an invalid number UNTIL...
I remembered extension #1010 above, so I tried #1011, got a voice prompt and left a message. I repeated this for 8 or 9 extensions, always increasing the ext # by one. Again, I got creative. Some messages were pleading, some threatening, and some quite humorous. At one point, I remembered Eileen's name, said I was calling for her, and always left my number.
THAT SAME DAY, I got a call from Eileen, she said she had reviewed my account, apologized for the inconvenience, and claimed to have issued a partial refund. I have yet to see it, but I did get an email stating the same. And I saved the number from which she called.
THAT NUMBER IS 1-561-584-9002
As I said, not sure which straw may have broken the camel's back, but I encourage you all to get your money back if you can. It's a long road, but for me the refund was $142 out of the initial $175 and well worth it.
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DON'T DO IT!
I want to warn anyone considering this company.
This has been a frustration from day one. The first several movies I tried to queue were in 'high demand' which they explain as 'will not ship in the next 30 days'. No big deal. Email communication is extensive, unless its support you want. They email you when selections are shipped and then a few days later asking what day you received it. In most cases the link options in the email, have not been sufficient to respond to the survey, since I haven't received the title, and they don't provide a link to report it as not arrived. They boast that you can mark your selections as 'on the way back', to speed along your next shipment, but the interface is confusing and buggy. I tried several times to report that a shipment had not arrived after 7-8 days (they advertise 1-4) and it ended up being marked as received. After being marked incorrectly (which could happen from using the arrow keys in the dropdown list, since it posts back on selection change) there was no way to change the selection. Again still minor. The first time I got really perturbed is when I got a notice in my PO Box that I had a shipment from Intelliflix that was being held for postage due. I can only make it to the post office during business hours about twice a month, so that delayed that title and all subsequent for two weeks, for $0.17 postage. Entering a support ticket was frustrating as well, as the interface allows no more than 500 characters, hardly enough to explain, and you can not enter a second ticket until they have responded to the previous. That's convenient for them, and after a few days I received a response, which basically said, "We are doing the best we can, please let us know if you have trouble." And in very broken English. Hardly a valid response.
Another Red Flag for me was, a month into the plan, I received an email that they had forgotten to charge my CC, and the charge would be made immediately. That in itself is enough to cause me great concern.
I made the mistake of signing up for a year. I have initiated a dispute on the credit card, and any more trouble will send me to the Better Business Bureau.
Do yourself a favor and avoid Intelliflix.
Recommended:
No
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