I've experienced the same problems Susie has with lack of availability and overall mediocre service. I'm long and very hopeful (see my previous posts), but I'm concerned that JF and Chip are lacking focus. I emailed this to JF this morning:
Dear Mr. Fleming:
I am writing to express my concern (as a shareholder) over what appears to be an increasing loss of focus on GZFX’s core business: the online rental of DVD’s and games. I have subscribed to the service for about three months and do not feel that the service is yet adequate to drive long-term customer satisfaction for the following specific reasons:
(1) While the selection is outstanding, the actual physical inventory is poor. Simply because a movie is in your selection, it does the customer no good if it is not available. More often than not, titles that I would like to rent are not available and I find myself simply wading through the website until I find a DVD that appears at least moderately appealing, and is also available. In your November wallst.net interview, you stated your intention to use 70% of your available funding to increase inventory. Since that time, I have seen no noticable improvement in the availability of titles, yet you have invested in a third-rate golf-related venture; signed a long-term lease for a yet-to-be demanded satellite delivery model; and retained an M@A firm – all this while you have not invested adequately to support your organic growth (i.e. inventory, distribution centers, and new website (which has been 85% complete for too long)).
(2) The search feature on the website is poor. Again, invest in the website. Enough said.
(3) Check-in times for movies remain a problem. Each time I have mailed movies to the Scranton distribution center, I have mailed them back on a weekday morning (I live in a New Jersey suburb of Philadelphia), and it has taken exactly four and a half business days to check them in. Blame this on USPS if you will, but it is your job to address the issue with them.
I am not (yet) a disgruntled shareholder, as I am still ahead on my GZFX investment. I am not (yet) ready to cancel my subscription, as I use it to gauge your performance. But I am extremely concerned and am getting ready to move on, as are, presumably, many others. You have an outstanding opportunity here to compete in a wide-open market with a giant partner (CC) behind you. I hope that you allocate your limited capital wisely to build a strong foundation for your core business, solidify the CC relationship, and then (and only then) move on to additional opportunities.
You can't find any other titles to rent? Go down to your local Blockbuster...find exactly what you want, then tell me what you actually rented...ok? Just for fun.