I have already posted an update.

I wondered that myself. I wanted to report the bad customer service but was kind of suprised when it showed up on the main page. Must have been a slow news day. I did get them to admit it was a change in policy and they claimed I should have received an email. I double-checked my junk email just to make sure I didn't get a notice.

No notice. I checked my account and my junk mail folder. They claimed I should have received an email and a notice when I logged into the site. Neither happened. I was even able to dig around their site and find an FAQ which showed the old policy. The first email to support got me a statement about the new policy. It took a second email to confirm that there had been any change at all. After I posted the article I did coax them out of two free in-store rentals.

It makes sense to expect this when this is the way it has worked for over a year. It doesn't make sense to change the policy without notice.

It is not an unreasonable change. My beef is that it was an unannounced change. I am sitting at home waiting for movies and they tell me I won't get any until I take the ones back from the store.