Quote History Quoted:
Blockbuster got fee happy. I'd have late and rewind charges show up on my account when I knew without a doubt I'd returned the movies rewound and on time.
It was enough of a problem that I started physically handing my movie returns to the counter staff instead of just dropping them in the return boxes, but that meant waiting in line sometimes. I think. It's been a while.
But yeah, shit like that tends to make people cranky. Or take their money elsewhere.
View Quote
My location never tagged anyone with a rewind fee, not even sure it was possible to. Take movie out of drop box, open case, check title to case, if not rewound stick in rewinder, then we scanned them in. By then, just to volume of returns, we wouldn't know which one was not rewound.
As for the late fees, the little secret was you had until two extra hours to actually turn in the movie -- late fees weren't added until 2:00PM local time. This allowed some time for us to catch up. A properly run location would have someone clearing out that drop box as fast as possible to when it came close to time. But if for some reason you were scanning in a stack of 20 movies and 3/4 of the way through you ran out of time, you just deleted it.
If it was after 2:00PM and it was late, we'd add a comment to your account that pops up on transaction, that the EVF (extended viewing fees) were valid and you'd add your initials -- each comment was time stamped. You'd would have been amazed at how many 3:00PM+ check ins there were and people would argue they had it in before noon. There were only two times I worked there that we ran
that far behind, after Tropical Storm Allison and 9/11. Both times the shelves were damn near empty and the returns were waist high. We waived all those fees.
Thing is, the person arguing about the late fees was rarely the one that turned them in. You'd trust your kids, spouse, or whomever to do it for you. So as you're standing there berating me about getting it in on time, and I personally tagged your account with the fees being valid, Little Suzy or Little Timmy is right next to you with this guilty look on there face.
Now did mistakes happen? Yep. Were some locations hard asses about them? You bet. But if you were nice and cordial, I would waive the fees just keep the line moving and you coming back.