Dear Lovefilm,

I am having big problems with your service, and they seem to be getting worse and worse. Lovefilm has a big monopoly on the online DVD rental industry in our country, and I feel like you abuse this privilege by not giving a level of satisfactory service to your users.

Your discs are consistently UNPLAYABLE.

Your phone customer service is often the same; I don’t feel like I am connecting with another human.

I am in a bind, because; I love what lovefilm is about, I love your selection of discs; but I feel let down by you consistently. This is a problem because, as you know, your competitors are weak, expensive, and lack the titles you have; and most supposed alternatives are actually owned by you. However, this monopoly you have other the industry doesn’t give you the right to treat customers badly; if anything, it gives you a responsibility to support your customers and give them a high quality and consistent service.

I am not alone in this feeling; many of my friends are disappointed with your service and there is growing discontent about Lovefilm online, which you may or may not be aware of.

You have, on occasion, sent me extra discs, and once you halved my monthly bill – however, on a day to day basis – it seems rare that I have a working, watchable film at home. I would like to hear your thoughts on this and what you may be able to do about it. On a personal level, for me, but also on a wider scale; in terms of your future plans and how customers will be treated – it’s an important issue and I feel it’s time you addressed it.

Yours Sincerely,

Daniel Johnson