What follows are the observations of a Netflix subscriber of 7 years, who has been an employee for 2. Me. I don’t know what “the company” is going to do about this situation, but I do know that lots of people up and down the ranks have been following your comments and petition with sincere interest, (also watching carefully the internal data we have about the use patterns surrounding these pages) and that it really wouldn’t surprise me if something changed on the site vis a vis this issue, but I really wouldn’t know what, or when, or even if it would be satisfactory.
At the risk of oversimplification, I will offer the following notes.
(1) A lot of people are unhappy with the loss of the Releasing This Week page. For a number of people it was one cornerstone of your Netflix site experience, and the loss of this page is serious and for many, painful.
(2) Netflix has very good data that shows that regardless of what you might believe to the contrary, the majority of members do not like to add movies to their Queues that cannot be shipped out immediately. “Short wait” or even “Long Wait” is bound to happen once in a while to everyone, but the more it happens, the worse we know it is. Internally, Netflix measures our success in terms of the percentage of members who get the first movie in their Queue in one day. This is our goal.
(3) It goes without saying that Netflix could up the supply of movies in demand so that waits were shorter (or non-existent). But doing so would require spending more on movies, which might result at some point in higher prices – and we work very hard to find the right balance to keep prices fair and inventory good. I believe Netflix does a remarkable job at this, but that is neither here nor there. The fact is that we buy what we buy, and there will always be discrepancies between supply and demand for individual movies from time to time.
When Netflix presents movies on the pages of the site, these are by definition customized for each individual member, based on our best guess about the kinds of movies you watch and enjoy. We won’t promote a movie that we cannot deliver. This is, however, a generalization.
There are many pages on the site where we have no option but to show you a movie whether it is available or not. Search results, for instance. You want to find movie A, and we present it with no regard to its availability. You look up a director and want to see their filmography. Ditto.
These are cases that are clear, but still somewhat challenging: but we feel that a member’s desire to find what they are looking for outweighs our knowledge that it might bum them out by not having it in stock tonight.
Which brings us to the old New Release pages. They were fundamentally like Search pages – just lists of movies. Certainly very convenient for people who come to the site often. Not pretty but understandably efficient.
For those of you who are upset (which I guess is most of you), the loss of this very efficient page would seem pretty moronic. But we know that some of the titles on this page each week are not deliverable right away. And while many clearly miss the page, when it was online this aspect was upsetting many people and therefore causing us a problem.
In testing (which was done on lots of people with a range of use habits), the sliders were really appreciated. All the movies presented are immediately available, and for people who were not addicted to the old page, it was (and continues to be) a very satisfying way to find movies. The number of movies added to member’s Queues from this new page truly exceeds the old page--ie., more people are adding more movies from this new page. And since everything on it is available now, it works nicely for us too. In theory this is a win-win.
Of course, you understand the problem: the old page was great for you. And the new page utterly fails to replace it for you.
Now I am not here to convince you that you should love the new page. I miss the old page too. But I would like you to see that the change was not capricious, nor the product of meddling by designers, or product managers who are brainless (this last point just hurts). But that also doesn’t excuse us for messing up your previously pleasant use of the site.
I have no idea if this short essay helps, nor if the somewhat simplified explanation does the complexity justice, but I thought I’d give it a shot. I know from personal experience that when I’m super angry there is little that can be said that will provide solace short of giving in to my demands. And if that is the case, so be it.
But, as I said earlier: this is a first step. And your feedback is helping us iterate on the work as well as to try to construct other alternatives that balance members' somewhat mutually exclusive desires. We are exploring a range of possibilities, and as I can talk about them (or if I need to make corrections to my explanation) I’ll keep you posted.
1406 comments:
«Oldest ‹Older 1 – 200 of 1406 Newer› Newest»There is nothing wrong with "trying" to improve the site. There is something wrong with being too stubborn to find middle ground. The idea that it is better to tick everyone off by removing the new releases page is somehow better than disappointing some subscribers who can't get their first choice movies right away doesn't make a lot of sense to me.
Keep the new pages if that is what your marketing "gurus" want, but at least keep a small link at the bottom for all the actual users of the former page.
Frankly, removing it altogether is just bad business to me. Other competitors are already capitalizing on your goof.
That's great and all, so... where's the Releasing This Week Page? My DVD's continue to come in 3-4 days. I've called and called to find out if there is anything I can do. I got a few bucks off my account for a month. I don't care that I can't get a movie right away, I just want This Week's releases in my queue so I don't forget about or miss them. Blockbuster has this feature. I've been going there to see what I should put on my Netflix queue. Maybe I just need to stay there.
Same goes for Watch Now on Mac. What's the deal? Are Window's users paying more than me? I might be wrong but I think that most times, when someone offers a subscription package everyone gets the same features for the same price (when there is no obligation to buy hardware or software). I'd like a discount for not being able to use my full subscription.
Loved Netflix, lately more the idea of it. Hopefully these items will be addressed soon. Thanks for reading my rant.
Jason
My read of this posting is exactly the opposite of anon: removing the page isn't ticking off everyone, it's ticking off some subscribers. And it's not some subscribers who are disappointed by not getting their first choice movies, it's most subscribers.
I think Netflix is trying to find middle ground, for what its worth.
Thank you for posting this. Sad as I am about losing the RTW page, at least I've heard it "from the horse's mouth" so to speak.
As the comments were being piled on in the other thread, I was getting more and more convinced that the old RTW page was never coming back. Perhaps I'm reading something more than what you've written but I understand your post to mean that the old RTW page will never return. That's a shame.
Netflix has very good data that shows that regardless of what you might believe to the contrary, the majority of members do not like to add movies to their Queues that cannot be shipped out immediately.
How did you gather this data? Was there a poll somewhere that people who were disgruntled about the long wait could send in their comments? Did these members take the aforementioned Long Wait movies off their queue which is how you know members do not like the long wait? I'm curious to know how this data was gathered.
And while many clearly miss the page, when it was online this aspect was upsetting many people and therefore causing us a problem.
How did you know people were getting upset? Did they call and complain about the long wait? Was there a petition asking Netflix to shorten the wait? Were there more people calling about how upset they are about the wait than there were about people who were upset about the loss of RTW page?
In testing (which was done on lots of people with a range of use habits), the sliders were really appreciated.
Again, I hate to sound like a broken record but how do you know this? Was it because people were clicking on the sliders? Is it possible that the people were using the sliders because that's all you offer? Put a man in the middle of a desert with nothing more to drink than muddy water and he will drink it. Does that mean he likes it? Give him ice cold water side by side with muddy water. Which do you think will be taken?
I have no idea if this short essay helps, nor if the somewhat simplified explanation does the complexity justice, but I thought I’d give it a shot.
Once again, I'd like to thank you for posting this. I was already pretty convinced that the RTW page was never coming back and finally getting a semi-official response is the best I could ask for. The essay does help.
I know from personal experience that when I’m super angry there is little that can be said that will provide solace short of giving in to my demands.
I'm way past angry. Now I'm just sad. Unlike some, I won't pretend to go to Blockbuster and quit Netflix over this. I've been, for the most part, very happy with Netflix. I'm just sad that I can't access it with as much ease as I used to. Life goes on. I'll adjust and I assume others will too.
If anything is to be learned from this whole fiasco, I just wish that The Powers that Be would establish a better line of communication. I fully understand now why the RTW page was removed. Had this been posted a couple weeks ago, perhaps all this drama could have been avoided. But then again, I think the regulars of this blog kinda liked the added excitement. :)
Thank you again Michael for giving us this forum to speak. And thank you again for keeping us informed.
AlanInSB
Why can't you offer both pages?
Thanks for providing the rational, hard as it is for some of us to understand that so many would be happy to be spoon-fed movies from a horizontal pez dispenser when they already have plenty of offerings in 'movies you'll heart.' But moving on...
Maybe those manning (personning?) the barricades could be sent the link for each week's new releases in return for signing a notarized promise not to bitch if we have to wait for a movie? ;-)
But Derek has it right : let's have both, thus keeping everyone happy except those in the purchasing dept - only a statistically meaningless handful of people, surely?
This is still unacceptable to me...I pay just as much to be a member as someone who is impatient and can't wait. I ONLY added off the RTW page and am very pissed that it is gone. I came to Netflix because Blockbuster lost my business, now it looks like Netfix has done the same. I'm giving it a few more weeks to be resolved, if it isn't, you have lost me as a customer
Why not maintain both pages? Keep the new one and add a link to the old page on the new one. Is it really that difficult?
I just found my way here after searching all over this site for a place to complain about the RTW page. Netflix doesn't do much to hear from customers, so I don't know where all this sensitivity about people complaining is coming from.
I'm very disappointed about losing the RTW page. As others have said, it doesn't matter to me at all if the movies aren't available right away; I just want to order them as they come out so I won't forget about them. Please restore that page.
And like jamo who posted earlier, I'm VERY upset about the availability of Watch Now on PC and not on Mac. It does seem very much as if I am valued less, as a customer.
I learned a very long time ago that the best way for me, and I emphasize the "for me" part, to find new releases was to do so on another site. So, losing that page on NF hasn't hurt me in the slightest. It's just part of my routine, and frankly it's more fun for me to do it that way. But I'm an internet pig with nothing but time to do such things. Not everyone is in my position, so I understand their frustration as well. At any rate, I've been confident since the beginning of this adventure that NF will come through this with a satisfactory solution for everyone. Everyone just needs to show a little faith and a little patience.
On to my second point. You mention supply and demand. While I respect and understand your point about it being a balancing act, sometimes I also feel like NF purposely, and inexplicably, buys too few copies. An example. Blade Runner: Final Cut. This is on Very Long Wait for literally everyone. Why? Because it's a cult classic that everyone loves. Therefor, everyone wants to see it, and more importantly, everyone is always going to want to see it. So, the theory that too few copies today will transform into too many copies tomorrow because of instant demand fading in time, well, that doesn't work in this instance. What I'd like to know is why NF chose to buy so few copies of one of the most revered movies in the history of filmmaking? In addition, NF should have also taken into consideration theft. Blade Runner: Final Cut is going to be stolen much more than any other DVD you carry. This will of course further limit your inventory. So, why so few to begin with?
Please address this if you can. Thank you.
"Same goes for Watch Now on Mac. What's the deal? " Seriously, this is a big issue. At this point, between the mail-in time and the inability to use a major function, it will be more economical to just start downloading specific movies and cutting the subscription.
Michael, I'm sorry about the lenght of this comment, but your post just brought up a lot of issues for me. I'm not as passionate about them as I may sound, but your post disappoints me. Let me explain:
Michael, from Netflix said:
It goes without saying that Netflix could up the supply of movies in demand so that waits were shorter (or non-existent). But doing so would require spending more on movies, which might result at some point in higher prices – and we work very hard to find the right balance to keep prices fair and inventory good.
Nobody expects Netflix to buy 6 million copies of every movie that's released for its 6 million members. Nor does anyone expect Netflix to be able to deliver a copy of the latest blockbuster on the first day of release to every member that wants it, that would be ridiculous. And, if you read the majority of the comments, that is not the issue at stake here for Netflix members. It's the removal on previously available information. Interestingly, a lot of people complain about not being able to find the "slim" movies any longer, the foreign and independent movies that'll never have a "short wait" (let alone a long one). Nobody needs RTW to know when "Resident Evil: Extinction" comes out (sigh), but we do need it to know when "Hemlock" does.
Michael, from Netflix said:
In testing (which was done on lots of people with a range of use habits), the sliders were really appreciated. All the movies presented are immediately available, and for people who were not addicted to the old page, it was (and continues to be) a very satisfying way to find movies.
Of course all these movies are immediately available, Netflix has specifically chosen to only present available movies! And that's where the second part of the most common complaint comes in, the "new" movies are not new! Movies that have been released more than 6 months ago can hardly be called new (unless you're a struggling little indie mom-and-pop video store, and that's not what I percieve Netflix to be).
What good is it to be free to choose from A, B and C, if Netflix will only tell me about A and B? Now, I have to specifically ask for C before you'll admit to having it or not. I can go elsewhere and find out whether or not there's a C on the market, so it's not like you can keep it secret from your members, you're just making it more difficult for us to add C to our queues. Why?
The removal of the RTW page also gives people a feeling that Netflix is trying to hide something (just look at all those conspiracy theories that suddenly showed up), and now you're basically confirming that, saying "there's not enough copies to go round anyway, so you're not missing out if we're not telling you about them". Sorry, Michael, I don't think that kind of attitude will go down well with people.
Here's how it should work: You tell me what's coming out, I pick the movies I want, you send them to me as they become available, I pay you a monthly fee. It's really quite simple.
Here's what you're now trying to do: You tell me what you think I might like to know is coming out or has come out within the last year and which is available right now (i.e. when everyone else is done seeing the movie) and then I get to pick the movies I want... See the difference? It reeks of dishonesty and that's upsetting. It may not be your intention, but that's how it comes across. I'll happily wait for the movies that are in high demand, but I really dislike being told that "these are your options" when I know it's not true.
As I wrote earlier, I'm not addicted to the old page, but I'm definitely not a fan of the new sliders, nor of their content.
I understand that this is not your department and that you're not responsible for what goes on, but you've been very non-committal and cautious about all of this. I'm starting to get the impression that you guys at Netflix don't even realize what people are upset about, it's as if this is a complete and total surprise to you. Are you really that clueless?
From your other posts and comments, I noted that you've been very careful not to promise that RTW will be back, only that what is there will change (and that can hardly be surprise anyone who has seen what's being offered up right now). The question is, will the new "look" and the new content make up for the loss of the old page? I don't think you have all that long to come up with the answer.
I was among those who was sure the old page would come back (maybe with a new look, but basically the same content), but after reading your guarded posts and comments, I now realize I thought wrong. I'm sorry, I just can't make sense of this whole decision, in any way. Netflix is obviously angering quite a few costumers, who are now looking for alternatives, where they weren't before.
I wonder how it'll look when people come back from the holidays...
So instead of just removing the RTW page, why not instead add a small indicator next to the movie titles on that page (or any page on your site for that matter) letting people know if the movie is available now, or if there is a short or long wait. That information obviously already exists in your system since you display it for us in our queues. Why throw out the baby with the bathwater when you don't have to? Why remove this page from your website, when instead it could have easily been made more useful and more functional? People would be able to see with one glance if the movie is available right away or not. Let us decide for ourselves if a movie is worth waiting for or not.
If making that page readily available is truly causing such a huge strain and drain on Netflix's ability to keep up with supply and demand, than how about just making it a little less easy to get to, but still there so that those who really want it can still access it? Those folks who are after the latest blockbusters and who have no issue with being recommended "new releases" that came out months ago will be mesermized by the awful slider pages and Netflix will have happily manipulated those people into renting what you want them to see. The rest of us who want access to the information and functionality we have come to expect from Netflix won't mind having to make an extra click or two in order to get to the page we need and actually want to see.
If in fact this move was designed simply to avoid having people add movies to their queue which are not immediately available, than I'm confused.
If Netflix doesn't want people having movies in their queues which aren't available this very moment, than why not just change the "Save" button to reflect the status? What I mean is, if a movie is a Long Wait, instead of having the button display "Save," have it display "Long Wait", with a corresponding color if need be. The button would still add the movie to the queue, but at least we'd know beforehand. That way those people who don't like having movies with a wait status in their queue, well, they simply won't put that movie in there in the first place because they will already know that it's not available.
A solution simple enough that a 2-year-old could have come up with it. *shrug*
Oh, and one more thing:
Michael, from Netflix said:
There are many pages on the site where we have no option but to show you a movie whether it is available or not. Search results, for instance. You want to find movie A, and we present it with no regard to its availability. You look up a director and want to see their filmography. Ditto.
Not long ago, I would have expected this to be so obvious that it didn't need addressing: RTW is also a "search results" page, it displays movies by their release date.
Now that you've decided to "edit" the list of new releases, can we expect to get edited results for the other search pages at some point? "Selected Filmographies" or "Popular movies with A in the title" that display which movies fulfill the search criteria and are currently available?
That would make it even easier for Netflix to make the waits shorter, we wouldn't have to wait long for "Ratatouille" because we wouldn't be able to search for it.
And everybody would be happy, no?
To be honest, I haven't used the "Releasing This Week" feature in quite some time. I used to visit it often, but I've since found a nice RSS feed that compiles all that info and it's just easier to browse the movies in my Google Reader. I've always viewed Netflix as more democratic and open in their business practices and offerings than other, lesser movie distribution/rental companies, and I believe that philosophy should direct the addition/removal of features as well. Perhaps your conversion rate may go up for the new page, but browsing time may go down...you won't know the true cost of the redesign for a while yet.
So from what I gather Netflix has removed the Releasing this Week page basically because their internal metrics for success are being held back because people are adding too many new releases...(I actually had no issue with long/short waits on the latest releases...it happens I get it)
I know threats are lame but I will stay subscribed to Netflix for January. If the page is not added back I will become a Blockbuster Online member and tell both services exactly why I switched.
excuses, excuses. just bring the page back.
it was the only page on netflix i visited on a regular basis. now i'll be looking at imdb's list and jumping back and forth which is a pain in the ass... way to go netflix.
The new "New Releases" page should be called something else if it contains only releases available for immediate rental. Calling it "New Releases" is misleading, so I suggest "Available New Releases" or "New Releases Available to You (you reprobate over-renter)".
The new page makes Netflix's customers less aware of "long waits" only by leaving them ignorant of what new DVDs are actually available (eventually). It's quite a despicable and underhanded plan.
Nice essay. Maybe you could write another explaining why Netflix cannot enable the queue drag/drop feature for my profile?
Please discuss why it's enabled for my wife's profile, but not mine. Same account. Same computer. Same browser. Same browser session. IE or Firefox.
Customer service says there's nothing they can do. You have to wait they say, it will eventually be rolled out to everyone.
Will it happen sometime in 2008? Maybe by July? Can I pay more per month to get this feature now?
How about giving us back the page and just adding a little disclaimer/explanation that not all of the movies releasing this week will necessarily be immediately available. And then, if a surprising number of members add a title to their queues anyway, perhaps the buyers could get a copy or two. We can wait. We have other movies to watch in the meantime.
I wonder whether Netflix sees the value of its database as a reference source. Many people go to it simply for information, as a shorthand imdb. This RTW debate is partly about that. I'd hate for the site to become just a pretty page to push blockbusters.
I am not surprised the average Netflix member finds the sliders and “available now” functions much more useful than the old functional New Releases page. And as a business it behooves you to serve the vast majority of your customers. But we precious few “power users”...
(You remember us? We are the ones who get throttled. We are the ones who clog the internet moaning and complaining to anyone who will listen. We are the ones who feel betrayed after getting all our friends and relatives to join Netflix. Yeah, I thought you might remember.)
Monday was my day for “New Releases” perusing. It was perfect for those odd films, Documentaries and re-releases that have no advertising. Oh, well.
A few other remarks:
"Netflix measures our success in terms of the percentage of members who get the first movie in their Queue in one day. This is our goal."
Then my queue is dragging down you percentages. I add titles as I discover them, and months later when they are released and immediately become Very Long Wait, they slowly percolate to the top of my queue where they stay for months until you send them to me.
"When Netflix presents movies on the pages of the site, these are by definition customized for each individual member, based on our best guess about the kinds of movies you watch and enjoy."
But why continue to use this failed “best guess” system? It never has worked. Isn’t that why there’s a million dollar prize out there?
Anyway, my thoughts for today. I want to add my own personal thanks to you, Michael, for all the garbage you put up with to keep us in the loop.
Happy New Year!
knaldskalle
but I really dislike being told that "these are your options" when I know it's not true.You're missing it knald - As Michael so eloquently pointed out, the majority of people get ticked off when they are offered movies that are not available. And most of the movies listed in the RTW page were not available. Plus, DVDs releasing this week is not a Netflix "thing." They are are industry knowledge that can be obtained almost anywhere. All the complaints here are only about making it easy for you, not about Netflix dishonesty. You can find out about new releases anywhere. Plus, I don't want there to be an RTW page, because that allows everyone to fill up their queues with new releases making them harder for me to get. I actually benefits you for the new releases to not be offered so readily. Get it?
The removal of the RTW page also gives people a feeling that Netflix is trying to hide something, and now you're basically confirming that, saying "there's not enough copies to go round anywayThe fact that Netflix can't buy enough copies of every movie for every user is not secret knowledge. EVERYONE has known that for a LONG time. It's IMPOSSIBLE to buy enough copies of every movie for every user!!! Now that we understand that, how would YOU recommend that Netflix more easily spread the demand? Don't you think a good place to start would be to not offer a page that allows users to load up their queues with movies that they can't distribute?
Just bring back the RTW page with a disclaimer that all titles may not be available to ship immediately due to high demand. Put some indication by the title if it has a wait period.
I agree with the other members who are very concerned that we will miss those odd little independent and foreign movies that aren't advertised if we don't have the RTW page. That is why I have Netflix. I see new movies in theatres.
It isn't the high usage member being penalized by this trickery.
I also agree that those horrendous sliders should be renamed to something like - Movies We Want You To Rent - Available Now. To call that a New Release page is incorrect. If we walked into Blockbuster and movies from last year were prominently displayed as New Releases on the New Release wall and the real new DVDs were hidden under the counter do you think we would feel tricked? Happy?
It's just difficult for me to believe that those customers who complained about having to wait for new releases will be happy now that they can't find them.
But I have a Blockbuster account now thanks to Netflix. And BTW anyone can create an account with BB and go look at their Releasing the Week page without actually signing up. Theirs is updated on Tuesday morning and easy to find. I'm sure I'm missing some films I'd like to see though even with both accounts because I believe Netflix buys more of the films I like to see but NF doesn't tell me what they have purchased unless it's available to ship now and I'm sure a lot of people have had them in their queues as Saves for months.
Oh well, next week I plan to upgrade from the BB free trial I'm on now and in 2 weeks downgrade my Netflix account.
But why continue to use this failed “best guess” system? It never has worked. Isn’t that why there’s a million dollar prize out there?
That's an arrogant statement. Actually it works very well for many users. It's quite conceited to think that just because it doesn't work for you, it doesn't work for anyone else. The Netflix movie recommendation model is one of the best out there. That's why they know they can offer up a million dollars with confidence that no one can top it.
I agree with the other members who are very concerned that we will miss those odd little independent and foreign movies that aren't advertised if we don't have the RTW page.
There are many, many, many, many places that are better than Netflix at denoting the new release of Indies and foreigns. Relying on Netlfix for that information was not a good idea even when the RTW page was up and running.
Have two pages. The old one and the new one. Keep them separate. That's not so hard to do, especially considering one page is just showing movies from a year ago, so no one is actually having to work on it or update it.
I don't care that I can't get a movie right away, I just want This Week's releases in my queue so I don't forget about or miss them.
But that's just it. Other users don't want you hogging all the new releases. If you don't know where else to get the list, then more are available for users like me.
I am not surprised the average Netflix member finds the sliders and “available now” functions much more useful than the old functional New Releases page. And as a business it behooves you to serve the vast majority of your customers.
Then you certainly understand why they removed the RTW page - to satisfy the masses. Not to cowtow to the few who miss it.
Same goes for Watch Now on Mac. What's the deal?
We already know what the deal is with that. We're waiting for Apple to provide the availability to Netflix.
Are Window's users paying more than me?
No actually Windows users are getting a bonus.
But I have a Blockbuster account now thanks to Netflix. And BTW anyone can create an account with BB and go look at their Releasing the Week page without actually signing up.
There's the solution (Although I'm hesitant to point this out for fear that there will be fewer new releases for Netflix users) Create a Blcokbuster account, look at the new releases, add them to your Netflix queue. Done! Or better yet, just add them to your BB account and wait for them to arrive in the mail.
Frankly, removing it altogether is just bad business to me. probably why you are not Reed Hastings
I subscribe to NetFlix instead of Blockbuster for one reason: HD DVD. I am extremely grateful and pleased that NetFlix provides HD DVD rentals.
However, the availability of new titles in the HD DVD format has been EXTREMELY POOR recently and very frustrating. I think demand for HD DVD and NetFlix's supply are not aligned and need to be examined.
I am actually willing to pay more for renting HD DVDs as long as the supply side is adequate.
it was the only page on netflix i visited on a regular basis. now i'll be looking at imdb's list and jumping back and forth which is a pain in the ass... way to go netflix.
because going from one page to another is so difficult? Did you know Internet Explorer and Firefox browsers allow you to open two browser windows at the same time?
@Jamo
I'd like a discount for not being able to use my full subscription. You said earlier in your post that you already got a discount. You want even more?
I think you missed the point, in removing this page ... it serves a mark segment, in my case I use it because it is a garden hose of information, a chunk of rational size and simple format that I can digest this week, and not spend endless time walking the corridors thinking.
please bring the releasing this week back.
thank you
Dear Netflix,
1. PLEASE bring back the Releasing This Week link.
2. PLEASE make it possibly to Mac users to Watch Now!
3. I don't care if there is a wait for some movies, there are still plenty of others to watch while I am waiting.
thankyouverymuch!!!!
please bring the releasing this week back.
Please mark my vote as not wanting it back. More new releases are available for me this new way
I don't care if there is a wait for some movies, there are still plenty of others to watch while I am waiting. But others do care. The long waits are horrible. If removing the RTW page helps with the long waits, then I'm all for removing the page.
the availability of new titles in the HD DVD format has been EXTREMELY POOR recently and very frustrating
You think the availability is poor now, just wait until they add a Releasing This Week in HD-DVD page.
PLEASE make it possibly to Mac users to Watch Now!
They're just waiting for Apple to provide this functionality. (hint: it might be a while because Apple offers its own movie download service.)
It wasn't easy to find my way here to comment - I was looking all over the 'help' category trying to find a way to leave feedack. Was removing that a part of recent changes? Anyway, since this is my first post here, I'll bring up a bunch of topics that have been building up.
1. Give me 'Now On DVD' back. Yes, I want 'Releasing This Week' too. Those two lists were really helpful to me and a regular part of my visits here to update my queue. I don't much like the sliders for the new releases, but if your focus group folks liked'em, then fine, keep'em. Just give me a little link to the useful lists you took away.
2. Once a movie gets to "Very Long Wait" status, that's got to be a wakeup call to your purchasing staff to bring in more copies. It means "oops, we underestimated demand.".
3. I would much rather see a movie on wait status than have you ship it in from another warehouse. When you ship from a different warehouse, I typically suffer an extra delay of 3-4 business days during which there is no movie at the house. Instead of doing this, you should ship the next movie down on my queue, and do any between-warehouse shipments behind the scenes.
Example: Normally I mail back on Tuesday, you receive my return on Wednesday, ship out on Wednesday, new movie arrives Thursday. Other warehouse: I mail back on Tuesday, you receive my return on Wednesday, ship from other warehouse following day on Thursday, new movie arrives Saturday (if lucky) but more likely Monday. If you'd shipped the next available movie from my queue, I wouldn't have to wait from Thursday to Monday to have the next movie in hand. Do regular cross-warehous shipments (cheap!) to handle warehouse imbalances.
4. Does Netflix have a preference for handling two returns on the same day? I can either put each in its own envelope, or two in one envelope. I can see that doing two in one would save on postage, but risk increased breakage and higher processing errors.
5. Give me a local drop box for returns. I'm not very far at all from your local shipping facility. If I finish watching a movie Saturday afternoon - after the last postal pickup - I could drop off the movie on Sunday, and you'd ship the next one on Monday. Otherwise USPS won't pickup until Monday, and you'd receive and ship on Tuesday. Also, you'd save the return mail cost, which would quickly outweigh the cost of installing and servicing the box.
Netflix needs to put as much attention into reducing delivery time for Next Available Movie as they do for top movie in queue
1) We seem to have two opinions about which films were listed on the old page. Most assumed that they were the videos newly available on Netflix even if it was an old release. Others have implied that they were the same releases that are available elsewhere. Which is it?
2) Howzabout a link on the new page to the old page; hide it like you hide the Community Blog link; then add a large disclaimer about availibilty?
Anon said There are many, many, many, many places that are better than Netflix at denoting the new release of Indies and foreigns. Relying on Netlfix for that information was not a good idea even when the RTW page was up and running.
Yes, there are many sites that show what DVDs are being released but there was only one site that showed what Netflix had purchased. Now there is No Site that shows which new releases Netflix has purchased. That was the site that mattered to me. I don't like to put movies in the Save section and I dont' want to special request that NF buy movies I want to see. Some customers depended on that new release page.
Others have implied that they were the same releases that are available elsewhere.
They are the industry New Releases. New DVDs come out on Tuesdays of every week.
Howzabout a link on the new page to the old page; hide it like you hide the Community Blog link; then add a large disclaimer about availibilty?
I won't be satisfied with this solution. That would still provide an option for users to hog up all the new releases. I like it how it is now.
Sorry NetFlix but I just don't buy it. I now get that you just wanted to cover those that complained about waiting but ewhat it reaklly boils down to is trying o make it easier for you, not for your customers. That just might eventually turn into a fatal error. Here;s hoping someone sees the light long before that !! - Bill in Pa.
I disagree with some of your assumptions. I understand that you want to minimize any wait time in the queue but alot of the time the estimate is overstated. I have had several movies in "Long wait" status but I have received them two days later anyway.
More importantly, hiding (or not showing) new releases that may be in stock is NOT a solution to the problem. I'd rather a movie be in the top of my queue in wait status knowing that the next availble copy will be shipped to me rather than checking the site every day to see if the movie I want pops up. That is annoying!!! If I wanted to check-in everyday to see if a movie is availible I should just leave and go to the movie store.
However, I don't beleive that purchasing more copies of a movie is a good solution either. As you said, the membership prices may go up to handle the costs. Possibly if a highly demanded movie is kept in the hands of a customer for longer than expected, netflix may have to purchase more movies to handle the demand. This will fulfill your promise to never charge late fees while minimizing the costs of movie purchases.
What ever the issues are, ordering movies through Netflix online is still better than runnig to the local movie rental store and waiting in line just to find out that the person in front of you took the last copy of Die Hard.
Don't bother flaming me because I still think folks are way over reacting, but then I know someone will anyway…
1.) Whoever is in charge of managing this blog needs to disable anonymous posting, trolling is still happening.
2.) Regardless of the "Very Few" complaints the percentages do not lie, less then .009% (counting all posts) its just a complete NON ISSUE, get over it!
3.) NF clearly states that View now is a new service and is currently available to PC users. It is MAC (APPLES) failure to write current comparable keys so that Mac users can access the new digital right protected videos.
4.) Time to move one, get over it and give NF time to finalize their plans.
5.) Not happy? Then stop your threats, save our ears and move to Blockbuster, those of us who are true power users have and will continue to figure it out already!
@ndfspod01
alot of the time the estimate is overstated. I have had several movies in "Long wait" status but I have received them two days later anyway.
Consider yourself special, many of us wait many, many days (even weeks) for new releases.
checking the site every day to see if the movie I want pops up.
Just do a search. (the search box is in the upper right corner of every page). New releases are still available to you, they're just not advertised and promoted on a "new Releases" page. I get angry when they are promoted on a RTW page when in fact they are not available.
Without that "releasing this week" page,netflix is worthless to me. Blockbuster here I come.
what it really boils down to is trying o make it easier for you, not for your customers.
Obviously some still don't get it. Actually they ARE making it easier for the users. If they don't promote the new releases, more are available on shorter wait times.
I've read all these comments now and here is an expansion on what I've had to say - about being ready to leave netflix.
I signed up with netflix when I got my first DVD player... The player included "The spy who shagged me" in the box, and a coupon for free rentals from Netflix. Yes. A long time ago.
Since then, every sunday the ritual was to add movies from the "releasing this week" page to my queue. The ONLY modification to that page that I ever suggested / wanted was the ability to remove categories - Early in Netflix's history you would get a TON of Indian movies (Taj Mahal indian, not american...), and, being the old American that I am, I want movies in English...
The comment about not putting things on the "new releases" page that Michael posted is crap. When I first discovered the disaster that the NEW RELEASES page became, I scrolled through EVERY choice and movie it would display, and, lo and behold, it would not show any of the movies that were coming out on the forthcoming tuesday... Rushour 3 for example.
So, netflix is doing us a huge dis-service. I called their customer care number and they suggested that I use another site to find out what the releases were going to be and then search them by title directly to add them to my queue. Am I paying netflix to make me work through 3 sites to find movies?? Nope.
This is a HUGE mistake, Netflix. I'm posting to the web wherever I can so that you get as much bad publicity about this as possible. You can couch it however you want - but what you're trying to do is reduce costs by reducing immediate demand for new release movies through obfuscation and misdirection. Such action by a company that is taking my money to provide me a service is not acceptable.
It seems that lately the Netflix mantra has been to design your pages with the least web-savvy customer in mind.
My question is, who is really using your service? I'm guessing most folks who use Netflix already had a PC or Mac prior to signing up. I just can't see anyone going out and buying a new computer just to rent movies online. Having said that, certain basic fundamentals should be expected. 1.) The customer knows how to turn on a PC and type in a web address. 2.) The customer has reasonable web experience, i.e. they understand what hyperlinks are, and are comfortable using a mouse and keyboard to navigate a webpage.
Where am I going with this? Designing your site for my grandmother is pointless. Why? Because she won't even turn the computer on, much less use your service. There needs to be a balance between usability and function. Don't dumb-down your site to the point of being a glorified kiosk just because your R&D department says some pages are "confusing" to the technically challenged.
If you want to simplify the process for the masses by adding the sliders, fine. But like many others have mentioned, don't neuter the site for the power users, regardless of how small our group may be. Keep in mind, we're the group that is most likely to pitch your service to friends and family.
...and to every poster that is saying "just go to another site for your list"...that is just plain silly. There isn't a company in existence, online or otherwise, that would actively encourage a customer to go to some competing service to get information. It's not about "hiding" new releases so the resourceful among us have shorter wait times, it's about offering an honest service that caters to the masses while at the same time not alienating its core power users
Am I paying netflix to make me work through 3 sites to find movies?? Nope.
You are correct you are not paying them to make you work through 3 sites to find movies. You are paying them to deliver movies to your house as quickly as possible. They have determined that they are able to get movies to your house more quickly if they don't advertise and promote movies that are in high demand.
There isn't a company in existence, online or otherwise, that would actively encourage a customer to go to some competing service to get information.
Netflix is not in the business of offering up lists of new releases, nor are they in the business of offering every little piece of minutiae about a movie. They are in the bsuiness of getting you a movie in the shortest amount of time possible.
It's not about "hiding" new releases so the resourceful among us have shorter wait times, it's about offering an honest service that caters to the masses
Actually it IS about making shorter wait times.
while at the same time not alienating its core power users
Actually the core users are the masses, not the computer power users. They want to make it easy for the masses, cuz the minority of power computer users know how to get the information they need elsewhere.
Check this site out
http://www.netflix.com/AllNewReleases?lnkctr=NavAllNewReleases
The back door approach to get your new releases. I guess it's netflix's way to say we only want the really dedicated users to have access to this site. Also, I hope they don't take this down anytime soon.
The back door approach to get your new releases. I guess it's netflix's way to say we only want the really dedicated users to have access to this site. Also, I hope they don't take this down anytime soon.
That page may or may not be up permanently however.
Netflix is not in the business of offering up lists of new releases, nor are they in the business of offering every little piece of minutiae about a movie. They are in the bsuiness of getting you a movie in the shortest amount of time possible.
So let me get this straight...it's in Netflix's best interest as a company to encourage their customers to look to other services like BBO to get information that they themselves once provided but now do not?
Actually it IS about making shorter wait times.
Again, you miss the point of almost every poster in this thread. We don't care about wait times! We'll live with the fact that the new releases don't show up right away! I think what most people are asking for is some type of compromise, wherein the masses get the fancy sliders front and center, and some small link to RTW is available at the bottom of the page.
We don't care about wait times! We'll live with the fact that the new releases don't show up right away!
Yes you minority who like the RTW page don't care about long waits. But 6 million others do. As Michael said, Netflix grades their service in terms of the percentage of members who get the first movie in their Queue in one day. And that is a good evaluator. One of the biggest complaints of on-line rental services (movies, games, etc.) is delays in getting titles. If not promoting unavailable titles helps speed up movies, then... good move Netflix.
trolls are people too.
i demand respect.
waggawaggawoowoo.
I loved RTW page. Taking it down was a dumb move by netflix. Thank you netflix for taking care of your customers. Im going to look for another movie renting site now.
Yes you minority who like the RTW page don't care about long waits. But 6 million others do. As Michael said, Netflix grades their service in terms of the percentage of members who get the first movie in their Queue in one day. And that is a good evaluator. One of the biggest complaints of on-line rental services (movies, games, etc.) is delays in getting titles. If not promoting unavailable titles helps speed up movies, then... good move Netflix.
The practice of encouraging customers to go elsewhere aside, what then is wrong with promoting available movies with nice big cover art in the slide bars across the top of the page, and then having a small RTW link at the bottom? The issue is that people who want to add new releases regardless of availability are going to do so anyway, so why make it more difficult for them? Those that don't care, that just want a movie (any movie) that is available can use the sliders. How does this hurt anyone?
All of these arguments about wait times are garbage.
On Sunday, when the NEW THIS WEEK page was updated, ALL those movies were "available". Because not a single copy had been shipped. It was a list of what the movie industry would have on the shelves at your local Best Buy, Wallymart, or Che'Target on tuesday...
Now, with the revised list, NONE of those new movies seem to show up, except the "foreign films" and the grade B titles that nobody really wants.
I guess NETFLIX could say "we just want our audience to broaden their minds..." but again, that's crap. If I want to watch some love story about two poor Sikhs in India, I'll find it on my own. Don't tell me it's a NEW RELEASE if it's been on the shelf at Best Buy so long that it's 9.99 now.
I will be switching to Blockbuster if this page doesn't return. Absolutely a moronic decision.
EVERYONE please e-mail Netflix and tell them to bring back the "releasing this week" feature in new releases. They cannot ignore that. The new system is time consuming and not productive. Let's see some of that famous customer service they brag about put into practice.
John-NYC/Nashville
I too will be switching to Blockbuster if this link doesn't return pronto.
I hate the new "New Releases" page and I am seriously thinking of changing to Blockbuster online just for that reason. You don't know everything I am looking for. I don't always want to know what is the most popular new release and I like to able to browse what just came out. To remove the most useful page on the website and then only allow phone calls and blogs as an outlet to our complaints was bad customer service. Don't be like the cable companies and forget who you serve. This needs to be fixed!
it doesn't matter to me that the page was taken away
I for one don't care if I can't get the movie right away. I just want to know what movies are releasing that upcoming week so that i can add them and whenever they get to me is fine. I just want the releasing this week page back since it is my primary usage on this site.
This needs to be fixed!
Actually what needs to be fixed is a way to decrease those long wait times
Don't EMAIL netflix.
Call them.
Use the contact us links to get a phone number and CALL them.
Call them DAILY if you must, to let them know that the site is still not working to your expectation. They log every call. And they PAY for them too...
Hello Michael,
thanks for this. I appreciate this blog very much , and getting direct communication with the PM. My own Netflix usage is not likely "typical," and I find that many of the improvements do not solve problems I have (and I have very few problems with Netflix). I do miss the "releasing this week" page, though, and I thought I would tell you why, without name-calling or suspicion. You deserve better than that.
I have a 300+ movie queue and a 4/mth plan. What drew me to Netflix and keeps me there is the breadth and depth of your library. I am rarely concerned with the blockbuster New Releases, or getting to see things "first." I dig deep into the library and spread myself across many genres. "Releasing this week" gave me a newsletter view that I could read on one screen, and add movies directly to queue. In fact, I would be happy to get that list by email, esp if I could add from there, like I do with a movie note. the "this week" page was new each week, and I could recognize right away if I had already read it.
The new version does not feel like browsing; it feels like work. I am seeing things I have seen and rejected before. I don't like having to select each genre, then slide. I do like that it remembers what genre I was on, and I like knowing that these movies are available "now." But they are going to position 304, so it doesn't matter.
My life has not stopped because of the release page change. I enjoy Netflix no less without it. Like many areas of the site, this page can become one I do not concern myself with. I did not sign the petition. But if there is any discussion about providing the old view in another way, I would take it.
thanks for your openness and tough skin. Netflix is a great product and you should be proud of your work.
~~Sit10
Massachusetts
And don't forget the silent majority. If so many people were using the new release page that it caused all the wait, then all those people are still sitting out there and are not very happy, also. Some will just slide off into the sunset and you'll never know the real reason why.
I am with netflix because the turnover time was so much better than blockbusters. I have been happy with netflix on all aspects. I understand the wait, but at least I don't forget about a movie I wanted to watch. If I don't get that option back, I will look into blockbuster and see if they have gotten their turnaround straightened out. And then I will tell all my family and friends that have come to netflix where they can also find a new release page.
Please bring back the "New Releases" and "New on DVD" pages. Please don't reduce the quality and integrity of the Netflix experience to please what you perceive to be "the masses". I'm sure the number individual users, who enjoy discovering hidden gems of cinema, rather than being spoon fed "Hollywood Blockbusters", equal or exceed your customer base of less discriminating viewers.
I am again, a long-time Netflix customer, and am extremely unhappy with the removal of the "Releasing This Week" Page. While I understand Netflix's wanting to improve the site overall, and while I don't completely object to the sliders (even though it's actually rather annoying), to remove the "Releasing This Week" page completely is unacceptable. I religiously went to that page every week to add movies I wanted to see and saved them so I didn't forget about them. I generally clicked over the other old New Releases page to get to the "This Week" page, because the "This Week" page was much easier to read and follow and was sorted properly all on one page, and wasn't tremendously long. As it is right now, with the slider format, I can spend a tremendously long time to sort through each genre to find the movies I want to add to my list. I don't have that kind of time. With the old format on the "This Week" list, I could spend less than 5 minutes to find the movies I want to add to my list and then get on with the rest of my day. This new format is painstakingly slow and difficult.
If you actually used testers or focus groups for this process, you need to go find some new ones, because they weren't very good.
Please don't reduce the quality and integrity of the Netflix experience to please what you perceive to be "the masses
The "masses" want their 1st movie in their queue. that's not a perception. It's reality. Long waits kill on-line rental services.
I religiously went to that page every week to add movies I wanted to see and saved them so I didn't forget about them.
yet more proof that offering that page enabled people to hog all the new releases.
I can spend a tremendously long time to sort through each genre to find the movies I want to add to my list. I don't have that kind of time.
A better solution is to find a source of new releases, then add them to your Netflix queue. Very quick and painless.
If you actually used testers or focus groups for this process, you need to go find some new ones, because they weren't very good.
Or it could just be that your desires (easy access to listing of new releases) are in the minority to others' (get movies quicker.)
Hey, Mr. Anonymous, instead of spouting out about how others "hog" new releases, why don't you actually give yourself a name, so we can actually identify you?
And the reality is I personally don't hog up the "New Release" list, because I don't move mine directly to the top. So, I don't get added to that list until it actually reaches the top of my list, thank you very much. So, unless you know the circumstances about my situation, I suggest you keep your trap shut. Thanks.
In regard to wait times being one of the reasons for your so called improvements and deletion of an obviously important feature of your website, I'm not buying it. The movies in my queue that have very long or long wait times are almost always the big films that everyone knows about anyway. The RTW page was more a way to find the little known or advertised films and add them to my queue easily and quickly. Not everyone has hours each week to research films online at other sites. Perhaps Netflix doesn't want subscribers to learn about these films because then they will have to have them in their inventory if there is a demand. Maybe the time spent on creating alternatives to things that are already working for most of your customers could be spent figuring out how to reduce the long waits and processing time. No matter how quickly I return my movies it always seems that I only receive 3 movies a week. I believe it is done intentionally to limit the number of movies a subscriber receives in a time frame. But I digress! If I didn't have to travel so far to a Blockbuster store, I would probably cancel my longtime Netflix subscription, but Netflix still offers the best by mail program even with it's faults. Hopefully you will do the right thing and bring back the RTW page soon.
Please figure out a way for those of us who use the "releasing this week" page to have access to it. Obviously, the information is in the system, so that's not the problem...
Look, this is the first time I've searched out the blog and/or posted a comment - that may give you a clue as to how irked I was to find an important part of my Netflix experience "gone with the Schwinn."