More of this Feature • Part 1: Promises, Promises • Part 2: A Useless Response

Join the Discussion Have a Netflix story to share? I'd love to hear about it! Post in the Forum

Related Resources • DVD/Video Stores

From Other Guides • Goodbye Local Video Store • Home Theater • Home Video/DVD

Elsewhere on the Web • Netflix Coupons • Netflix Announces Agreements • Reseller Ratings

Now, this is where it starts to get really good. Instead of a personal, concerned email, I received the following message:

Hi Jurgen,

Thanks for your message.

We apologize for the adjustment, however bringing all of our customers
up to $24.95 ensures that we have the resources to continue offering an
unlimited selection, large inventory levels, and convenient service. We
hope you'll agree that even at $24.95, our Unlimited Rental Service is a
tremendous value and you'll continue to stay with us as a member.

However, if for any reason you decide that at this price point Unlimited Rentals is not for you, feel free to cancel your subscription at any time.

Again we apologize for any inconvenience this may have caused. Please do not hesitate to contact us if you have any further questions
or concerns.

Thanks,
Chris
NetFlix.com
Customer Service

Are these guys for real? I mean, I'm a not a marketing expert by a long shot, but from what I understand, raising your prices is not how you treat upset customers. Maybe Netflix' "overwhelming popularity" means that they're actually happy to see some of us leave? But apparently, this was just a regular announcement, because the real "response" to my email came a few hours later:

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.

If you have any further questions or concerns, please feel free to contact us.

Thanks,
Andrew
NetFlix.com
Customer Service

Wow! If I'm not mistaken, this is the first response I received minus the part about changing my address. I must say, I am quite moved by Netflix' heartfelt attempts at keeping my business...moved enough to click on over and cancel my membership immediately. Right now, I'm getting my DVD fix at the local video store (which has actually improved its selection quite a bit) and at the public library, where the films are free and the selection is more bizarre than you could ever wish for. My latest batch of films included early Chaplin shorts, a morbid Gerard Depardieu farce, The Sting, the Agnes Varda classic A Hundred and One Nights, and yes, Alexander Nevsky.

I'd love to hear if I'm the only person who feels disappointed by Netflix, their service, and the way they deal with frustrated customers. My feeling is that a lot of money is being spent on advertising and marketing, but not enough on ensuring a quality rental experience. My feeling is that I'm not alone. (Reseller Ratings, for instance, has some clear spoken posts about the issue). If you have a Netflix story to share, either email me or post in the forum. Maybe they'll eventually listen and improve, or maybe some intrepid entrepreneur is going to fill the need for a reliable online rental service with a great selection -- it's a good business idea, you know.

As long as you can keep up with demand.

 

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