Oct 06 2006

Netflix kinda sucks

Published by Nerdmaster at 11:32 pm under Movies, Opinions

This is an actual email conversation. Even if netflix offers to blow me, I’m switching. Just thought the world should know that however sucky Blockbuster may be, avoiding them is not worth taking it in the bum time and again.

I authored the original email, quoted below.  I'm amazed at the lack of
care for your customers.  Not only did you reply to the wrong person
(reading the ENTIRE email would have told you who the message actually
came from), but you didn't even address our concerns.  Your service
suddenly took a dive and all you can do is give us a canned response
about the USPS?  Undeliverable mail?  We've been getting mail at our
address for a very long time without incident, so don't go blaming your
company's problems on the USPS without at least some kind of
explanation.





1 - Two movies in a row were “lost”, and one miraculously reappeared.
2 - One movie (Underworld) was shipped incorrectly.  This issue just
    sort of disappeared and wasn’t even acknowledged in your message.



And even if the screwup for THREE MOVIES (two of which were nearly back-
to-back) is somehow truly USPS’s fault, it still might be a good idea
from a customer service perspective to try to appease the customer who
has just mentioned that they’re ready to switch service!



Anyway, thanks for cementing our decision for us.  We’ll be cancelling
as soon as we get our queues set up and whatnot.  I look forward to
seeing how your unique views on customer retention work out.



Jeremy Echols



On 10/6/06, Karen Echols Photography karen@karenechols.com wrote:




  

    


Hi Karen,

    
    
Thanks for your inquiry.

    
    
We appreciate you letting us know that you never received the movie, yet
    it was checked back into our warehouse. It is the policy of the USPS to
    return mail that is undeliverable. The most common reasons are: the mail
    was damaged in processing and the label was illegible, the mailer cover
    became separated from the rest of the envelope, or an error with the USPS
    known as “Looping” occurred where the movie was returned to us in error
    instead of being delivered.

    
    
If you still wish to view this title, please feel free to add it to your
    Rental Queue.

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

    
    
Thanks,
    Jennifer
    Netflix Customer Service

    
    

      
—–Original Message—–
      From: karen@karenechols.com
      Sent: Friday, October 06, 2006 4:53:07 PM
      To: customerservice@netflix.com
      Subject: Shipping and Receiving Movies: Other

      
      
Subject: contact customer service
      To whom it may concern:

      
      
We’ve been with Netflix now for over a year, and have always been willing
      to put up with the throttling because we just didn’t see the switch to
      Blockbuster as a viable option.  Recently, however, we’ve had one movie
      shipped incorrectly (with no attempt so far to correct the issue) and two
      movies go missing.

      
      
I had Underworld, 1986 (crime / comedy), on my queue and got
      Underworld, 2003 (vampire / werewolf).  I reported it as being in the
      wrong sleeve, and yet it never got sent back to me.

      
      
After I reported “Run Lola Run” missing, it mysteriously got returned (I
      never had it, so how could it have been returned?), according to your
      status report, and it cost me about a week and a half of waiting for you
      to get the movie to me for what you claimed was the second time.

      
      
Now we’ve got “The Sentinel” suddenly missing yet again.  Wonder how long
      before you claim we’ve returned that one, too?

      
      
If you can’t find some way to explain your service problems and actually,
      God forbid, communicate with your customers, don’t be surprised when we
      switch to the inferior service at Blockbuster.  I’d rather get less, but
      get what’s advertised than keep getting these random problems that I
      can’t even adequately talk to a real person about.
      Jeremy Echols
      [Address & Phone Number]

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