Wednesday, February 27, 2008

Coincidence



Anne found out today that yesterday was St ThingTwo of France's feastday. This isn't why we named her ThingTwo Frances, but she'll probably spend her life not entire convinced of that.
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She will arrive, bringing an earthquake in her wake

At 8.15 on Tuesday evening, with ThingOne asleep upstairs, we were watching Ashes to Ashes (still not sure if I like it). Anne felt a weird pop, and realised her waters had broken. She'd been having contractions for a while, but then she'd been having them on and off for a few days.

A midwife came round thirty minutes later, and things had slowed down a bit. The midwife said she'd see how things went and may go home for a nap if things don't speed up. By 9.25 things sped up a bit, so I helped the midwife get her bits and bobs from the car. At this point the midwife trod dog poo through our hallway. Gah! She and I did our best to clean it up, but also had to try to ensure Anne was OK through her rather painful contractions.

Our second born, ThingTwo Frances, emerged at 10.20pm. Nice one! It all seemed to go so quickly, and I wasn't exhausted like I was last time. Anne seemed pretty well too, all things considered.

The home birth experience was just great. Anne was very relaxed, as was I (but then I didn't have to do too much). The mess of the birth was nothing compared to the dog poo trail (a shower curtain laid on the living room floor helped with the former).

Around 1am, the midwives having long gone home, Anne and I were downstairs in the front room (where ThingTwo was born). The house seemed to shake. Our first thought was that ThingOne had fallen out of bed (she'd slept through the birth). We found out later it was an earthquake. I like to think the earthquake was announcing ThingTwo's arrival, and have chosen to decide to pretend to take it as a good omen.

We all got some sleep last night, though ThingTwo mainly wanted to feed. I'm off to take ThingOne to playgroup soon.

Welcome to the world and to your new home ThingTwo. I'm sorry it smells faintly of dog poo.

Saturday, February 23, 2008

Waiting for Buddo

The Bud is now two days overdue, and Anne is doing all in her power to convince herself it'll arrive at any time. ThingOne was eleven days late, so Anne is quite concerned she could still be 'confined' next week. Her hips have been hurting, and she's had problems with the baby lying on her sciatic nerve, so she could do with meeting the chap/lass within the next few days.

A warning: text messages to Anne asking "Has The Bud arrived yet?" may meet with an angry response, as they just serve to remind Anne she is still a vessel when her contract said it would be over by now.

Come on The Bud: Show yourself!

Curry on the menu for the foreseeable future I suspect.

ThingOne seems to be looking forward to her new brother or sister, though spends more of her time on her jigsaws than she does thinking about her sibling. She's been very good at letting her mum rest at the weekends, which is as well since I've been working a lot so haven't been much help to Anne during the week.

Saturday, February 16, 2008

Monkey trouble

ThingOne's climbing is coming on well and she enjoys nothing more than climbing onto my head (she knows not to climb on her mum, due to having to be careful of the baby in the big round tummy). Yesterday she climbed into the bath, meaning we now have to be careful about leaving her in the bathroom when the bath is running, and today she decided she wanted to look in the mirror in our back room (see photo).

Is nothing safe?

Tuesday, February 05, 2008

Hate LOVEFiLM

I read this morning that LOVEFiLM are buying Amazon's DVD rental service. (I kind of hate writing LOVEFiLM like that, but have become a bit addicted to it.)

I like Amazon's rental service, and generally get the films I want when I want. I tried LOVEFiLM at the end of 2006, and found the service pretty poor. There weren't many new releases available at short notice unlike at Amazon. I ended up plumping for some TV show DVDs. I had a free trial, which entitled me not only to free DVDs for a limited time, but also to a £15 Boots voucher. What did I have to lose?

£9.99 apparently. Due to an error (which was either at their end or my end, depending on who I spoke to) they charged my card. I soon realised it was futile trying to get my money back from them, but kept trying and trying. In the end it became a Quixotic sport for me.

This is a long email chain I had with LOVEFiLM. I recommend you skip the rest of this post if you value your sanity and free time. I ended up shouting at them in capitals, which isn't like me. I wasn't as stressed by the whole thing as it might seem - by the end I was quite enjoying seeing who would break first. I'll leave you in suspense as to who won the battle.

Stephen wrote:
Hi

I thought the voucher code I used would give me a three week free trial - from my billing date it looks like I've only got two weeks.

Also, I was supposed to get a £15 Boots voucher. Is this offer still valid?

Thanks
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for writing to us at LOVEFILM.

We inform you that you are not entitled to receive the £15 Boots voucher.

Please feel free to contact us, in case of any further queries.

Kind regards,
Chadresekhar
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
Please can you tell me why I'm not entitled to a £15 Boots voucher?

I entered the code BTSSOL15 when I registered. This promotion doesn't expire until 31st December 2006.

I also asked in my email why I had only got a two week free trial and not a three week one.

Thanks
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your email.

Please accept our apologies for any inconvenience caused.

I have checked on your account and noted that you are entitled to the voucher.

You started to sign up with our services on another promotion, but did not complete it. I have forwarded your details onto my colleague to arrange one to be sent to you. Please allow 28 days for this to be actioned.

If you have any further queries, please do not hesitate to contact us.

Kind regards,

Susan
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
Thanks for your response. I have now cancelled my subscription and did not expect to be charged. However, it looks like the last DVD I returned hasn't yet reached you (probably due to Christmas post) and it now says my next payment date is Jan 17th, so it looks like I've been charged today.

This is because I only got two weeks free trial, whereas the voucher code I used said I would get three weeks free trial. Please could you ensure I'm not charged.

Thanks
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your recent email.

This is to inform you that your account has been cancelled on 18/12/2006 and you will not be billed again.

Finally we would like to thank you for using LOVEFiLM and if at any time you wish to come back then simply lo gin with your old details, and follow the link on the Home page to reactivate your account.

Should you have any further enquiry please do not hesitate to get back to us, so that we can assist you better.

Kind regards,
Asha
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
Hi

This hasn't answered my question. The voucher code I used entitled me to a three week trial, but 17th December was only TWO weeks after my trial started, so I shouldn't have been charged at all.

Please can you check that I have not been charged at all. If I have been charged please can you refund my card.

Thanks
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for the recent email.

This is to confirm that you were on a 14 days trial period and not the 21 days. However, the account was cancelled on the 18/12/2006 and the billing date is on the 17th of every month because of which you were charged. Unfortunately the amount cannot be refunded but we can activate the account for the service you have paid for.

Please do revert back if you wish us to do so.

Please do not hesitate to contact us for further queries.

Kind regards,
Vijeta
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
Please see the email further down the chain below where Susan confirmed that while the system thought I had used a different voucher I had actually used the Boots code (BTSSOL15). The Boots promotion was for 21 days.

Please can you refund my subscription or I will be contacting my credit card company.

Here is a quote from the email from LOVEFiLM which you can see further down this chain:
"Please accept our apologies for any inconvenience caused. I have checked on your account and noted that you are entitled to the voucher. You started to sign up with our services on another promotion, but did not complete it. I have forwarded your details onto my colleague to arrange one to be sent to you. Please allow 28 days for this to be actioned."

Thanks
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your recent email regarding your LOVEFiLM account.

In response to your recent email, we have forwarded your concern regarding Boots promotion to the relevant department so that we can assist you further.

Should you have any other questions, please let us know and we will assist you further.

Kind regards,
Victor
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
Please could you chase up a response on this as I need to know whether I need to contact my credit card company so they can take action.

Thanks
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your recent email regarding your LOVEFiLM account.

In response to your recent email, we have already escalated your concern
to the relevant department and they will get in touch with you at the
earliest.

Should you have any other questions, please let us know and we will assist
you further.

Kind regards,
Victor
--
Customer Services
LOVEFiLM.com
-------------------------------------------------
Stephen wrote:
Hi

Please could you chase up my query. If I don't hear from you within a week
with news on my refund I will be contacting my credit card company to
take
action.

Thanks
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your recent mail.

This is to inform you that, your due date was on 07/12/2006 and the cancellation request was placed on 08/12/2006. As per the company policy, we inform our customers to place a cancellation request before 2 days from the date of due date and return all the DVDs before that.

We hope that this has answered your query but please do let us know if you have any other questions in the future.

Kind regards,
Meena
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
The dates in your email are wrong. I am getting annoyed at how long this is taking!

My account began on 3rd December and was set up on your system with a 14 day free trial. However the voucher I used was for a 21 day trial.

It was confirmed in an email to me that I had used the 21 day Boots voucher but your system had not registered it properly.

Therefore, on the system the last day of my free trial was 17th December, but in fact it should have been 24th December. I cancelled my account on around 14th December, but you did not receive my DVD until 18th. The18th was well within my 21 day trial, yet I have still been charged.

I have no idea where you get the dates in your latest email!

I will send a letter to your head office as I am getting very frustrated with this process.

Regards
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your email.

We would like to inform you that the promotion code used by you during registration entitled you for a 14 days trail. Your account was activated on 03/12/2006 and the trail expired on 17/12/2006 and your account was cancelled on 18/12/2006.

If you have any further clarification, please write back to us.

Kind regards,
Karthik
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
You can see on an earlier email to me from LOVEFiLM that it was confirmed that I used the Boots promotion code BTSSOL15 but your system did not register it properly. This entitled me to a £15 voucher and a 21 day trial. Please refund the money you have charged me asap.

Here is the email I received confirming that I was entitled to the Boots voucher, which is on the 21 day trial code BTSSOL15:

Thanks
Stephen

"Dear Stephen,
Thank you for your email.
Please accept our apologies for any inconvenience caused. I have checked on your account and noted that you are entitled to the voucher. You started to sign up with our services on another promotion, but did not complete it. I have forwarded your details onto my colleague to arrange one to be sent to you. Please allow 28 days for this to be actioned.

If you have any further queries, please do not hesitate to contact us.

Kind regards,
Susan
--
Customer Services
LOVEFiLM.com”

-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen

Thank you for your email regarding your LOVEFiLM account. We have checked your details and can confirm that your 14 day free trial finished on 17/12/2006 . As your account was cancelled on 18/12/2006 we are unable to refund the months subscription. This is because the cancellation took place after billing had occurred.

We can reactivate the account for you so that you will receive the month's service that you have paid for. Simply reply to this email and we will be able to action this for you. Please do not activate on-line as this causes an automatic charge to be applied.

If you have any other questions then do please let us know.

Kind regards,
Lindsey
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
IT WAS A 21 DAY TRIAL. I KEEP TELLING YOU THAT. 17/12/2006 WAS ONLY 14 DAYS AFTER MY TRIAL STARTED!
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your email regarding your account.

Our records show that your last discs since cancellation came back to us on 08/12/2006, which was after your billing date of 17/12/2006. As our terms and conditions explain all discs must be returned before the cancellation is completed, otherwise billing will continue as normal.

We would not be able to offer a refund as your discs did not return to us before billing occurred, however we would be happy to activate your account for you so you receive the service you have paid for. Please request this by email so we may action it for you. Please do not activate on-line as this causes an automatic charge to be applied.

If you should have any other questions please let us know.

Kind regards,
Mohammed
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
I repeat:
IT WAS A 21 DAY TRIAL. I KEEP TELLING YOU THAT. 17/12/2006 WAS ONLY 14 DAYS AFTER MY TRIAL STARTED!

Whilst your system says my cancellation date was 17/12/06 it SHOULD have been 23/12/06 as the Boots voucher I used (BTSSOL15) entitled me to a 21 day trial.

Please will you sort this out as I am losing the will to live.
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen

Many thanks for your email.

We have escalated your email to our Accounts department who will investigate this matter for you.

Meantime should you require any further assistance please do let us know.

Kind regards,
Jacinta
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Please accept my apologies for not getting back to you sooner with regards to your voucher. There was a technical fault when you signed up, which is why you were not on the original listing to receive it. My colleague has added you on and it should be sent to you within the next 21/28 days. Once again, please my apologies for the delay in replying.

If you have any further queries, please do not hesitate to contact us.

Kind regards,
Susan
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
Thanks. This "technical fault" also meant I was on your system as having a 14 day trial rather than a 21 day trial. Because of this I was charged £9.99, despite cancelling and returning the last DVD before 21 days was up. Please could you refund my £9.99 asap?
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen

Thank you for your e-mail

Please accept my apologies for the inconvenience caused by this.

Unfortunately we will not be able to process a refund, I have looked into your account and can confirm you have entered multiple promotions codes and therefore our system could read the Boots code.

However I can activate your account for the time that you have paid for, and add another week to your account free of charge. Please reply to this e-mail should you wish for us to action this.

Kind regards,
Lindsey
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
I do not want my account re-activated. I want a refund. Please refund £9.99 to my card.

There is no good reason that you can't give me a refund other than you want to keep my money.

Please respond to me as soon as possible.

Regards
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your email.

We would like to inform you that unfortunately as per our Terms and Conditions we cannot offer a refund.

However we can activate your account for the time that you have paid for, and add another week to your account free of charge. Please reply to this e-mail should you wish for us to action this.

Should you have any more questions, please do let us know and we will be happy to assist you further.

Kind regards,
Karthik
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
The terms and conditions of the promotion were a 21 day trial, not a 14 day trial.

You have broken your terms and conditions by charging me despite the fact that I cancelled my trial and returned all discs before 21 days was up. Please explain why you cannot refund me.

You have made a fraudulent charge to my credit card.

Please get a member of management to contact me about this.

Regards
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen,

Thank you for your email regarding your account.

Our records show that your last discs since cancellation came back to us on Alias - Season 2 - Disc 3, which was after your billing date of 17/12/2006. As our terms and conditions explain all discs must be returned before the cancellation is completed, otherwise billing will continue as normal.

We would not be able to offer a refund as your discs did not return to us before billing occurred, however we would be happy to activate your account for you so you receive the service you have paid for. Please request this by email so we may action it for you. Please do not activate on-line as this causes an automatic charge to be applied.

If you should have any other questions please let us know.

Kind regards,
Syed
--
Customer Services
LOVEFiLM.com
-------------------------------------------------

Stephen wrote:
I have explained this to you MANY MANY TIMES. Please will you read what I am writing and pass this onto a manager:

Because of this glitch in your system the promotional code I entered (which you admit below I did enter) did not register properly. My account was therefore set up with a 14 day free trial whereas I was entitled to a 21 day trial.

17/12/06 was 14 days after the start of my trial, whereas my trial should have lasted until 23/12/07. I returned all the discs before 23/12/06 and therefore you have FRAUDULENTLY CHARGED MY CARD. Please get a member of management to contact me.

Regards
Stephen
-------------------------------------------------

LOVEFiLM wrote:
Dear Stephen

Thank you for your e-mail

Please note there was not a technical glitch on our system, it due to the multiple codes that you have entered on this account. As a gesture of goodwill I have refunded this money, please allow up 7 days for this to show.

Kind regards,
Lindsey
--
Customer Services
LOVEFiLM.com

--END OF EMAIL CHAIN--

(For those of you who still haven't had enough, see also a 28 page thread about this offer on MoneySavingExpert and this rant about LOVEFiLM's customer service.)

Yay - got my £9.99 back. Do I feel better? I think I'll need hundreds of times that amount for therapy.

I never did get the £15 Boots voucher. Maybe I should try again...