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Here is Netflix' answer:
Hi Jurgen,
Thanks for your message.
We appreciate you
taking the time to provide us with your feedback and comments. I sincerely
apologize for the difficulties you've experienced. Please be assured
that we are continually striving to improve our subscription service.
We are diligently
working with studios in obtaining more copies of titles. The overwhelming
success of our unlimited rental service had made it difficult to maintain
adequate inventory levels. This situation is our number one priority
right now. We have significantly increased our purchasing and you should
see improvements soon.
You may want to consider
an alternate shipping address in order to alleviate the delays you experience
in receiving your orders. In addition, we also suggest contacting your
local postal office to report these unusual shipping delays. Again,
we sincerely apologize for any inconvenience.
If you have any further
questions or concerns, please feel free to contact us.
Thanks,
Steve
NetFlix.com
Customer Service
I don't know
about you, but to me, this spelled "form letter from a company in
trouble." Instead of a personalized answer, I got a lame excuse and
was told to complain to my post office. Sorry, guys, but that won't do.
I was starting to get angry.
Here's my
second email:
Dear Netflix,
 |
| Partial snapshot of my rental queue: one out
of eight movies is in. |
Thank you for your
answer. Unfortunately, instead of responding to my inquiry, you sent
me a useless form letter that shows that clearly I am not the only customer
who is experiencing problems with your service. To suggest that I "consider
an alternate shipping address" and "report these unusual shipping
delays" to my Post Office does not adequately address my concerns.
I am reporting the delays to YOU, but apparently, you don't intend to
do anything about them.
Also, I am not sure
why it takes "diligently working with studios" to improve
your inventory. Anybody can purchase DVDs from Amazon within days; certainly,
you can, too. Since your site is database-powered, surely it should
be easy for you to pinpoint films with high demand and reorder them
automatically. Instead, most titles on my rental queue have been out
for months.
I understand that
Netflix is enjoying growing popularity. I also understand that you are
receiving your monthly fees regardless of the amount of actual movies
you rent to your customers. But if you cannot keep up with demand I
suggest you either limit new memberships to a level you can handle,
or make sure you increase your inventory accordingly. If you can do
neither, you should not be surprised to see dissatisfied customers leaving
in droves. On the Internet, bad word of mouth spreads very quickly.
In my original email,
I asked you how you plan to go about improving your service and making
your price match its value. Your answer has not been satisfactory. Apparently,
you have no intention to make up for the delays and lost time your slow
shipping and unavailable movies have caused me.
This is your last
chance to convince me that you are able to provide the service your
marketing materials (and user agreement) promise before I cancel my
membership.
Sincerely,
Jurgen Fauth
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