Important lesson: make them check your DVD in while you’re there at movie rental stores!
I found out the hard way what can happen once you drop your DVD rental in their drop box and move on, assuming all will be well. The last time I’d visited the rental store was on July 1st. I returned the DVD roughly on time, but on July 18th, according to the store’s records, the DVD case was found to be empty.
But at the time, I didn’t know any of that.
When I moved to Richmond, since this was a national video rental chain, I had them add my present membership to a Richmond store. Naturally, the store asked for my Virginia driver’s license and I gave it to them. I know for a fact that they updated my address, because after moving here, (and before they did away with their late fees), I would receive phone calls and postcards if I was late getting a movie back.
But I never received any notification about this allegedly-missing DVD.
Then, about three weeks ago, my mom got a call back home from a number that showed up as “Private” on her caller ID. The person claimed to represent the video store. My mom told them that I lived in Virginia now, and the person seemed surprised. But the caller did not ask for any forwarding telephone number or address, thanked her and hung up.
I called the local store in Columbia, assuming that they’d be the ones not to know I was now in Richmond. They looked up my account and saw no sign of a problem.
A week later, at my mom’s address, I received a letter from a company called “Credit Protection Association,” which had apparently been hired to collect the debt the video store claimed that I owed. This “bill” contained the store’s telephone number and location, and I realized that it was the local store here in Richmond! I called them and the manager explained all about the empty case.
Well, I had lots of questions.
First, how did they come to “forget” my Richmond address, the same address that they had been using in the past when I was late getting a DVD on time or when I had a late fee due? He had no answer for that.
Second, if this DVD case was found to be empty on July 18th, why was I just learning about it around September 1st? He claimed that they would have started sending out postcards within a week of the 18th. When I told him that my mom had only received something from them after the mysterious phone call, he didn’t have an answer for that, either.
Third, if the store called me to find out about the DVD, why wouldn’t they have asked for a Richmond address or number, since the store is in Richmond? He said that the people who called might have been from the debt collection company. That was all the more reason why they should have asked for the correct address or phone number. He didn’t have an answer for that.
Then came the last and most important question.
You see, though I’m not the most neat and organized person overall, I am meticulous about certain things. Handling DVDs and CDs is one of the things I am meticulous about. I don’t leave DVDs and CDs lying around outside of their jewel boxes or cases. I hate that. I know that they can scratch so I take care of them. If they’re not in their case, then they’re still in the machine. There is never a third option.
Since the 18th of July, I couldn’t count how many DVDs I’ve watched. Obviously, I don’t have the DVD or else it would have turned up. So what do we do now?
He had an answer for that one quickly enough: either I pay the $13.64 that they claimed I owed, or I wouldn’t be able to rent any more DVDs from that store.
“Even if I don’t have the DVD?” I asked. Even then.
I promised to look around the house and get back to him. I hung up, looked around the house, took a flashlight to my car and there was no sign of the DVD. Of course there wasn’t. It couldn’t have been anywhere else except inside the case.
You know those people you laugh at who mail a letter at the post office then can’t resist opening the door once or twice to make sure that the envelope would make no escape attempt? I’m one of those people.
When it comes to DVDs, I usually rent more than one at a time. So I not only make sure it drops safely down the shoot, but before I drop it in, I open the case and make sure that the right DVD is in the right box. I don’t ever drop a case in the slot without looking at the DVD to make sure I haven’t put one of my own in the case by mistake.
But this manager was going to make me pay anyway? No. I called another of the company’s stores and got a district number. At Charlotte, I spoke to the Director of Operations for the region, explained the situation and told him that I didn’t appreciate being accused of theft.
If a customer puts an empty box in a drop slot, it can only mean one of two things, I told him: either the customer is intentionally trying to steal the DVD but is putting the empty case in the slot to try to put one over on the store, or the customer has made a mistake and THINKS that the DVD has been returned. Either way, it seems to me, the store should act immediately to get their disc back, not wait two months to try to find it.
The man laughed and said that I should be his loss prevention manager. “You’re right about that,” he said. And he also said the corporate policy is that the store should immediately begin making phone calls until they reach the member. That, of course, never happened.
I suggested that it’s clear that this store manager thinks I’m trying to steal a disc, or else he would have never told me to pay or else.
So he contacted the District Manager who apparently then made a personal visit to the store in question and cleared my account without any further question.
I have since rented another DVD from a different store within the same company. I have no intention of going back to the one that accused me of trying to steal the movie.
But in the future, when I do return a DVD, you can bet I’m going inside the store, and they will be asked to check the DVD and verify that it is in the box and that my account is clear before I leave.
I have no problem taking a little extra time and inconvenience to prove how reliable I am.