As a Netflix product manager I'm tasked with the wonderful job of helping members find movies they'll love. But today my job is more challenging as we've decided to terminate the profiles feature on September 1. Please know that the motivation is solely driven by keeping our service as simple and as easy to use as possible. Too many members found the feature difficult to understand and cumbersome, having to consistently log in and out of the website.
Continuing to maintain the profiles feature for the passionate few who use it (including myself) distracts us from the mission of presenting to all our members the easiest way to find the best titles for them from the 100k plus on DVD and the 10k plus available instantly.
We will do our best to find better ways for families to share accounts than the existing profiles feature and will continue to invest in improving the website experience in many different ways.
- Todd
Thursday, June 19, 2008
Subscribe to:
Post Comments (Atom)
1289 comments:
«Oldest ‹Older 1201 – 1289 of 1289 Newer› Newest»-
-
-
June 27, 2008 5:17 PM
-
-
-
June 27, 2008 5:28 PM
-
-
-
June 27, 2008 6:21 PM
-
-
-
June 27, 2008 7:55 PM
-
-
-
June 27, 2008 8:47 PM
-
-
-
June 27, 2008 9:02 PM
-
-
-
June 27, 2008 10:07 PM
-
-
-
June 27, 2008 10:18 PM
-
-
-
June 28, 2008 1:35 AM
-
-
-
June 28, 2008 1:36 AM
-
-
-
June 28, 2008 4:39 AM
-
-
-
June 28, 2008 5:22 AM
-
-
-
June 28, 2008 6:53 AM
-
-
-
June 28, 2008 8:29 AM
-
-
-
June 28, 2008 9:21 AM
-
-
-
June 28, 2008 9:45 AM
-
-
-
June 28, 2008 10:37 AM
-
-
-
June 28, 2008 11:54 AM
-
-
-
June 28, 2008 2:11 PM
-
-
-
June 28, 2008 3:19 PM
-
-
-
June 28, 2008 4:04 PM
-
-
-
June 28, 2008 4:51 PM
-
-
-
June 28, 2008 5:41 PM
-
-
-
June 28, 2008 7:12 PM
-
-
-
June 28, 2008 8:59 PM
-
-
-
June 28, 2008 11:03 PM
-
-
-
June 29, 2008 4:34 AM
-
-
-
June 29, 2008 4:41 AM
-
-
-
June 29, 2008 5:39 AM
-
-
-
June 29, 2008 6:43 AM
-
-
-
June 29, 2008 6:43 AM
-
-
-
June 29, 2008 7:50 AM
-
-
-
June 29, 2008 7:52 AM
-
-
-
June 29, 2008 8:20 AM
-
-
-
June 29, 2008 11:17 AM
-
-
-
June 29, 2008 11:54 AM
-
-
-
June 29, 2008 12:01 PM
-
-
-
June 29, 2008 12:11 PM
-
-
-
June 29, 2008 12:20 PM
-
-
-
June 29, 2008 12:52 PM
-
-
-
June 29, 2008 5:22 PM
-
-
-
June 29, 2008 5:32 PM
-
-
-
June 29, 2008 6:13 PM
-
-
-
June 29, 2008 8:15 PM
-
-
-
June 29, 2008 8:19 PM
-
-
-
June 29, 2008 8:20 PM
-
-
-
June 29, 2008 8:44 PM
-
-
-
June 29, 2008 9:08 PM
-
-
-
June 29, 2008 11:42 PM
-
-
-
June 30, 2008 12:10 AM
-
-
-
June 30, 2008 3:50 AM
-
-
-
June 30, 2008 5:33 AM
-
-
-
June 30, 2008 8:18 AM
-
-
-
June 30, 2008 8:29 AM
-
-
-
June 30, 2008 9:11 AM
-
-
-
June 30, 2008 9:53 AM
-
-
-
June 30, 2008 11:01 AM
-
-
-
June 30, 2008 11:14 AM
-
-
-
June 30, 2008 11:15 AM
-
-
-
June 30, 2008 11:20 AM
-
-
-
June 30, 2008 11:26 AM
-
-
-
June 30, 2008 11:32 AM
-
-
-
June 30, 2008 11:33 AM
-
-
-
June 30, 2008 11:54 AM
-
-
-
June 30, 2008 12:08 PM
-
-
-
June 30, 2008 12:43 PM
-
-
-
June 30, 2008 1:05 PM
-
-
-
June 30, 2008 1:12 PM
-
-
-
June 30, 2008 1:44 PM
-
-
-
June 30, 2008 2:04 PM
-
-
-
June 30, 2008 2:06 PM
-
-
-
June 30, 2008 2:09 PM
-
-
-
June 30, 2008 2:15 PM
-
-
-
June 30, 2008 2:16 PM
-
-
-
June 30, 2008 2:19 PM
-
-
-
June 30, 2008 2:38 PM
-
-
-
June 30, 2008 3:15 PM
-
-
-
June 30, 2008 3:34 PM
-
-
-
June 30, 2008 3:39 PM
-
-
-
June 30, 2008 3:50 PM
-
-
-
June 30, 2008 5:22 PM
-
-
-
June 30, 2008 5:51 PM
-
-
-
June 30, 2008 7:55 PM
-
-
-
July 1, 2008 10:03 AM
-
-
-
July 1, 2008 10:12 AM
-
-
-
July 2, 2008 7:13 AM
-
-
-
July 21, 2008 9:40 AM
-
-
-
August 25, 2008 10:02 PM
-
-
-
October 8, 2008 9:25 PM
«Oldest ‹Older 1201 – 1289 of 1289 Newer› Newest»I have a nasty feeling that we're all wasting our breath here, Gang, because judging by our futile attempts to bring back the RTW page - officially, at least, wink, wink - or to even get a response out of them, I'd say that when Mr Hastings decides to pull the plug, it stays pulled.
So by all means plead away just in case they ARE listening, but maybe also help others by providing any info you have on alternatives :
Mine being (differing experiences welcomed) :
Blockbuster
Pros - (1) Regular 3-out plan currently $1 cheaper (but beware, they're constantly changing their prices). (2) 'Total Access' plans allow in-store exchanges (but cost more). (3) Turnaround speed is comparable to NF's (depending on your location, obviously). (4) Fast and responsive e-mail customer service. (5) A REAL 'Releasing This Week' page provided, as well as a 'currently in theaters "save' button (nice!). (6) Movie descriptions and cast/writer/producer lists are far more comprehensive than NF's. (7) $3.99 subscriptions for you REAL slow watchers out there. (8) Recommendations don't get rammed down your throat on pretty much every page (grrrr) (9) Better designed envelopes (why the silly flip-flap, NF?).
Cons - (1) No plans larger than 3-out (huh?). (2) More frequent and longer waits. (3) Movies quite often skipped-over even when marked 'available'. (4) Not quite as many titles (80,000 vs. 90,000). (5) Tend to carry the R-rated version of unrated movies (but they don't actually 'clean them up' as rumored). (6) Home page has TV and movie ads (grrrr). (7) Minimal community features (although this might be a 'pro' for some!).
GreenCine
Pros - (1) Good selection of obscurer titles (but like BB, has around 80,000 total). (2) Has 'instant return', which initiates the shipping process on the honor system when you tell them that you've mailed your current DVD. (3) Very nice customer service (if and when they ever get round to responding!). (4) Feels more like a film club than than some of those increasingly corporate and bean-counting business entities out there (no comment).
Cons - (1) More expensive than NF and BB. (2) There's only the one location near San Fran, so, unless you're local, turnover can be slow, even WITH the 'instant return'. (3) Their website is rather primitive (although I rather liked that!). (4) As stated above, their CS is friendly, but erratic.
Have heard very mixed reviews about Intelliflix, and that DVDAvenue allows multiple profiles on their accounts, but beyond that I don't know anything about either of them. Anyone got first hand experience of them, or any other by-mail DVD providers?
But let's just hope that Netflix either reverses itself or provides a satisfactory alternative before the threatened deadline, which would render all of this moot for most of us, no? For we loved them once, and can, with a little encouragement, surely learn to love them again!
P.S. How on earth could I forget that neither BB nor GC has UNLIMITED and TOTALLY FREE downloads. Because I have a Mac, that's how!!
Eliminating profiles? Not smart on Netflix part. Not smart at all.
The people who do understand it and use it happen to LOVE it. Why should they lose out to people who don't get it??
Seriously, I think Netflix will lose business this way. The profiles made it fun... and when people stop having fun, they go elswere.
robert - Avoid Intelliflix like the plague. They appear to be out of business, their website cert has expired, and there are hundreds of complaints against them, but they're still taking sign-ups apparently.
Roger that, Anon. Thanks. This is exactly the kind of thing that people need to know if they're planning to jump ship blind.
Terrible decision...unbelievable!!! Some people find it confusing??? Then MAKE IT LESS CONFUSING! Some people don't like logging and and out of the different profiles??? DON'T MAKE THEM LOG IN AND OUT!!! One master account log in lets different family members control their profiles. Reprompt for the password if the user wants to do anything that costs money. Ridiculous decision, and may devalue Netflix for my family to the point where we don't want it anymore. GRRRR!!!!
Wow. Lame. I use this feature all the time. So nice to know how much you listen to your customers.
I am HIGHLY upset with Netflix right now. I have three profiles for different members of my family. We all keep our movies for different lenghts of time and it's wonderful how things are right now. When the profiles are removed I will also be leaving Netflix and going elsewhere.
just wanted to add my name to the list of people highly disappointed in not only the removal of profiles, but in the manner in which it is being done.
Netflix PR flacks, where are you? A week and a half, 1200+ blog posts, 1300+ petition signatures, press in the New York Times, the Consumerist, Engadget and who knows where else all deriding this idea of nixing profiles as a huge mistake, and THERE HASN'T BEEN A SINGLE PEEP IN RESPONSE FROM THE COMPANY YET?
Netflix Fraud Watch, Day 9
Hey, I'm sympathetic to the plight of the Netflix programmers. They're busy deleting outdated information from the website. It's a very difficult job. First they have to locate the outdated information. The outdated information could be located anywhere, perhaps even here. Like I said, it's very difficult to locate the outdated information.
Then, the Netflix programmers have to locate the "delete" button on their keyboard. That's another difficult job. First, they have to know how to spell "delete". Then, they have to look all over the keyboard for a button that says "delete". This is even more difficult because their keyboard is turned upside down, which is how many Netflix employees prefer to work. And just like the outdated information, the "delete" button could be located anywhere.
Nevertheless, we can be quite confident that the Netflix programmers are hard at work trying to find the outdated information, which could be anywhere, even here. We can be sure that they'll figure it out eventually. After all, you know what they say about monkeys at their keyboards.
Getting rid of the profiles feature? What an incredibly stupid idea.
So stupid, in fact, that I originally believed the email announcing the impending discontinuation of profiles to be a creative phishing technique that was intended to try and pry away my private customer data from me, as I couldn't believe Netflix would be stupid enough to make such a change.
I have stayed with Netflix because of the fact that Netflix was the innovator that brought this concept to the marketplace in a viable way, even when Blockbuster introduced something that Netflix couldn't match...the ability to get movies at their stores.
This boneheaded move on the part of Netflix, however, is absolutely going to cause me to check out the Blockbuster service.
If it rivals that of Netflix, and I presume it will, I'm going to be switching.
As another commenter said, you don't take services AWAY from your customers...you add/improve services.
If you want to delude yourselves into thinking this is a smart move, go ahead.
Watch your bottom line, though, and never underestimate the power of the internet when it comes to campaigns to educate others as to your lack of customer concerns.
if netflix removes this feature, we will move our business else where.
Folks, actions speak louder than words, why wait until Sept. 1 to cancel or reduce your accounts? Cancel or shrink your account now, and when asked why cite the profile feature going away as the reason.
I'm sure the Netflix folks are thinking of rolling the dice guessing that most of our words are just idle threats.
TAKE ACTION NOW. It only takes a second to re-instate or increase your account if they change course and if they don't, well you will have started saving some money a few months earlier.
I personally think that getting rid of profiles is a stupid idea. this means that i have to go through and delete things out of my profile so that the others in my home can get movies to. I will have to look at blockbuster.com to see if i can get the service im use to there just because people cant be bothered to read instructions
I will be looking into other video rentals through the mail, unless you can guarentee a better system than the one you are throwing away Sept 1st. I am very dissapointed in you all at Netflix.
Removing Profiles is the stupidest decision that NFLX could make, especially without providing any other choice for queue management. It will reduce the effectiveness of your recommendations, it will cause more "irritated" traffic on your website, which is not good for business relations, and cause more mailing costs as people send in unwatched movie as a backup to mis-managing their queue. All of this is bad for business.
And profiles were not hard to understand and use. My kids use it. The parental protection feature was useful for them.
Please reconsider.
Interesting that Netflix's stock price has fallen over 10% since this decision on the 19th. Clearly investors don't believe the BS any more than customers do.
Thing is, 'Profiles' isn't just one of many helpful features, like, you know, being able to rate a movie and, if you like it, be able to find a similar one, cool as that is. No, it's now for many of us absolutely central to the whole 'Netflix Experience'. In fact, in our household at least, it had almost as much of a positive impact in terms of how and why we watch movies as Home Delivery itself had done a few years prior. And then out of the blue you just casually announce that it's more trouble than it's worth to keep. Hey, I'll be able to send you home movies of what 'trouble' looks like soon enough.
And it seems that we're not alone. Because, to misquote, a few tens of thousands here and a few tens of thousands there, and pretty soon you're talking real people.
Bad business Netflix. I'm going back to Greencine.
It seems that basically every comment thus far is against the removal of the profile system.
I, also, am disgusted at this change of service. There needs to be a migration tool in place to combine queues. Better yet, just keep the profile system!
You don't seriously think that your customers want to print out their queues and re-input all of their selections and ratings, do you? Ridiculous.
Reconsider.
Profiles are honestly VERY highly coveted to film buffs like myself.
I guess I'll just use my extra time devoted to working on http://allthingscfnm.net instead
I KNOW your system can handle two type of clients - one type is with profiles and another type is without profiles (since you do not offer that feature to new accounts). I like my profiles and I want them to stay just the way they are so I suggest that you maintain the account differentiation and allow people who do not want profiles to opt out of profiles rather than forcing changes onto all members because some small weird study group could not figure out how profiles work.
This is terrible!!!! My wife and I are extremely disappointed about this change. I think Netflix's official explanation is a very weak. Obviously alot of people are disappointed with this. We really loved netflix - the profile option allowed our family to have a cost-effective account and rent and rate movies that were of interest to our different tastes. We actually rooted for Netflix in their battle to succeed in their business - and now it is just baffling that they would shoot themselves in the foot like this... My wife and I are now forced to consider other alternatives to meet a very basic and seemingly simple requirement to have separate queues (For god's sake, now I will have to root through all of her movies to find mine and we'll have to make our own arrangement so we each get movies we want.) Seems like Blockbuster (which has a store right down at the corner) might be the easiest option for us. How disappointing to see a good company really blow it.
Yay! You just gave my husband back the power to screw up the whole queue. Now my son will never get to see what he wants, nor will I. Thank you so much. I already have my Blockbuster account. Maybe they'll make good use of the feature you have decided to eliminate and gain more customers.
You should really reconsider what you're doing.
This is terrible. I'm done with this. Time to give Greencine a shot.
This has got to be one of the most business threatening ideas Netflix has ever done. I've been with them since the inception and recommended dozens of new customers, several who made money on their stock. But removing a feature without a good replacement?
My family uses this heavily and it has removed the contention between us. To say that my daughters are upset is an understatement.
I suspect that the defections to Blockbuster will be higher than they think. I'm certainly looking at BB now, and never did before. Why would a company willingly take that risk? Why not fix the "problem"? Isn't that what R&D is all about?
Perhaps the stated issue is different from the real one. It always has to do with revenue and profits. Does this feature lower EBIDTA? What's the competitive advantage? This will be a good business school case study.
I love the profiles. You do ot have to log in and out. Log in once and just close when you are done. I have a parental control for my second profile which lets my kids control their movies with the rating I allow them to watch. Please keep the profiles. Otherwise there is no need for me to be on the higher plans. My husband and I don't watch that being movies and I am not going to let my children have unlimited access to what ever movie they want. We will cancel and go back to the old way of driving to the movie rental store.
Netflix Fraud Watch, Day 10
Yup, they're still at it! Ten days after telling their current users that profiles are going away, Netflix is still lying to their new customers and promoting profiles as "The best way to rent movies". Here's the proof:
Give family members their own Queue!
Once the new customers have paid their money and logged in, they find out that the ability to create profiles has already been disabled.
Give Netflix credit for having the audacity to perpetrate such a blatant ripoff. But it could all come to an end quicker than a lawyer can say "class action".
I continued paying $18.99/mo, mostly because I didn't want to lose this feature. Since it will be discontinued, I dropped my plan to $4.99/mo. iTunes has more movies available for online rental. I'll keep Netflix around for those that I can only watch on DVD.
Everyone who uses profiles should get active and complain. Also, sign the petition at http://www.petitiononline.com/netflixp/petition.html
To use English vernacular, this is bollox, how can you take away a popular feature as part of a continuous improvement.
I'll swap to Blockbuster as a matter of principle.
i am currrently on the 7 at a time plan. 2 of the movies for 41.99. without the second profile i dont really have a need for the two extra movies so that would be a 5 plan for 29.99. thats 12 dollars theyll lose right there. but without out the profiles which is my favorite feature i can get movies at blockbuster for free. so why should i stay. if netflix is reading this maybe they should inform me what reason they think i should stay without the profiles. blockbuster has already answered the question i sent them about profiles and queues. on a sunday no less. thats already better customer service.
im not sure but even if netflix doesnt get rid of the profiles i may have to switch to blockbuster just for the customer service. i like when my concerns and questions are answered.
did anybody know that if you go to help then suggestions you can send netflix a message with your suggestion? i say everyone sends the same suggestion keep profiles.
its not like the workers are doing anything else. they should have plenty of time to deal with all the messages
follow up message since somehow my computer deleted about half my other message and rearranged it
i am currrently on the 7 at a time plan41.99. without the second profile i dont really have a need for the two extra movies so that would be a 5 plan for 29.99. thats 12 dollars theyll lose right there. but without out the profiles which is my favorite feature i can get movies at blockbuster for cheaper. so why should i stay. if netflix is reading this maybe they should inform me what reason they think i should stay without the profiles. blockbuster has already answered the question i sent them about profiles and queues. on a sunday no less. thats already better customer service.
im not sure but even if netflix doesnt get rid of the profiles i may have to switch to blockbuster just for the customer service. i like when my concerns and questions are answered.
did anybody know that if you go to help then suggestions you can send netflix a message with your suggestion? i say everyone sends the same suggestion keep profiles.
its not like the workers are doing anything else. they should have plenty of time to deal with all the messages
I'm very upset about this unexpected turnover. My husband and I watch very different things in a very different pace. I'm gonna hate looking at his movies all the time when I just want to look at my stuff. Now i'm not going to be able to put as many movies on the list due to my husbands list. This is disapointing. I won't be surprised if a lot of members go to another movie rental web..
Please bring it back! We've supported this site probably since the beginning. Please!
This sounds like Dilbert logic:
Problem: We have a great feature that can be hard to use for some people.
Solution: Get rid of the feature.
Whaaaa?!?!
I am also very disappointed. This is the only way our family does not argue, because my movie-watching rate is too slow. Having one queue for my one movie and one queue for my husband's movie is perfect for us. If it truly goes away I will just not be watching any movies at all. Thanks a lot.
You mention that you will work on a way to keep separate queues for a single account. Why will you anger so many of your customers by wiping out their secondary queues before rolling out your new multiple-queue system? We will be looking for a different service if this happens. Yes, we will have to build new queues from scratch after we subscribe to a different service but then we will be not be patronizing a company that cares so little about their customers.
If you use profiles you are probably a movie buff who uses your subscription to the fullest. This makes you expendable. In fact, Netflix will do anything that helps eliminate the heavy volume subscription users. They want more people who rent from one queue and leave them sitting on their TV for weeks. Up until now I have loved my Netflix subscription. It pains me but on Sept 1 if they elimnate profiles I will have to eliminate my subscription with them. This saddens me but they have forced me into it. Complain all you won't but they will not acknowledge anything that doesn't hit their bottom line. Follow my example and hit them where it hurts.
Everyone: To cancel your NF account in a few seconds, 1) go to "Your Account" page, 2) Click on "Cancel Membership", 3) Read the page so you don't get surprised by the details later, 4) Check the box at the bottom and click on "Complete cancellation". Done! Don't forget to tell NF why you cancelled!
I want to be the 1241st to say: Bad idea, Netflix. It's a thinly disguised cash grab that will hurt your bottom line.
So, it's been ten days now. Netflix, what do you have to say to us "passionate few" to keep us as paying subscribers? Are you reconsidering, or did you factor this dissatisfaction from a relatively small group and decide that the loss was worth taking. I'll tell you, your handling of the situation is almsot worse than removing the feature. Almost.
So you can't see *any* way to just make profiles easier to use, huh? Removing this great feature is the only available option?
If this is truly what you're saying, you're a bunch of idiots.
Euphman, Netflix's spokesperson Steve Swasey has said that this decision is F-I-N-A-L, so presumably they've decided that that's all they have to say on the subject! So even IF they're planning to have a replacement up and running by Sept 1st, they'll already have lost a lot of their members and squandered the good will of many more. Maybe they should have held off on giving Reed Hastings that Vision Award!
I am really enjoying the experience so far. Netflix offers a fine service at a fair price. I also highly enjoy the watch instantly movies available. I hope to see that service grow in the future. That being said, we are lagging behind. The webpage is quite antiquated. We need to think more along the lines of Facebook or Myspace. Think of phrases like My Queue instead of Your Queue”. The “friend request system” is probably the most lacking. What we need are people enjoying their experience on the NetFlix webpage. It gives chance to create a community and sub-communities of movie-fans. Being able to show your personality in a website, where also that same website offers the physical service of bringing DVDs to your home, is quite new and would create more web traffic. Think if people loved going to Amazon.com to socialize, easily give their opinions and shop. $$$. The next wave of the internet is customization. The service should still be simple enough for a person who simply wants movies sent to his home to be able to do so. Research how many NetFlix users use socializing websites. Finding friends must be easier. It should be easier to write a review. Add ½ stars as an option. It should be possible to find people whose interests match yours the most. The Queue should be easier to manage with more ways to manage it. This leads me to a crucial point that should not be overlooked. Java is a far superior system than Flash. It is the reason Facebook fetches 5 billion dollar offers while Myspace gets 500 Million. The backbone of Facebook’s success is Java. It runs tighter, though it may lack some glitz. Java is stronger in its development and customization. Observe the differences between Facebook and Myspace to understand better. Still, Do not discount Myspace. Next, One of Netflix’s biggest competitors is the RedBox. Why not get on the ground at a Wendy’s or Subway or Burger King. Only this service is doubled as an optional return hub. Once a DVD is returned the next movie on the queue starts shipping. As well, you can rent extra DVDs that are in the box. This will be a selling point over RedBox since in addition to all the popular titles available, there will be a rotating cycle of a variety of movies. This investment would mean the DVDs must be bar-coded. To retrieve the DVDs, a deal must be arranged with FedEx or UPS. Finally, the future is in downloading and “watch instantly”. Prepare for it. Allow the ability to choose your visual quality. Have DVD extras/alt endings. Thank You, I hope these suggestions help. Sincerely, Noah Tilsen
So here I was, wondering when we would get the Watch Instantly stuff in our profiles, because we have several profiles for the same reason as everyone else here, and what do we see?
So yeah, combining profiles? Not gonna happen, especially without any tools to do it (as if those are hard to write?!?). My renewal day is the 28th so I guess August 28 is the last day I get anything from Netflix...
...oh and I was just about to get the Roku box, but I'm now sure glad I didn't bother!
"Too many members found the feature difficult to understand and cumbersome, having to consistently log in and out of the website"
That's complete bull. If they didn't want to use the feature they didn't have to. You default on one profile anyway. And you can switch freely between accounts unless it's the main one.
"We will do our best to find better ways for families to share accounts than the existing profiles feature"
That's an empty platitude if I ever heard one. If you really meant that you would have a definate concrete plan for this already in place BEFORE announcing the removal of the profile feature. That way people could make a smooth transition. All I hear right now is 'maybe SOMEDAY if people complain enough and our business suffers enough we MIGHT decide to work on this problem'. Yeah. good work. In the meantime I'll be looking into alternatives because I'll be DAMNED if I pay you guys extra money each month to have seperate ACCOUNTS for everybody in the family.
Ok, so I have been reading this blog daily since my original post. I would just like to say that I think it is AWESOME that after 11 days and 1300 posts, netflix still has nothing to say. Way to go on that whole customer service thing.
well my 4 at a time plan is now a 2 at a time plan. shall we make it 0?
As a Netflix account holder I'm tasked with the difficult job of helping to keep the peace in my family as they each try to find movies they'll love. But my job is soon to be made more challenging as you've decided to terminate the profiles feature on September 1. We're told that the motivation is solely driven by a wish to keep your service as simple and as easy to use as possible. Apparently too many members found the feature difficult to understand and cumbersome, having to consistently find their heads rammed dangerously far up their asses, and then remove them.
We can certainly understand your - and even more so - their dilemma. Just happy that we could all help out.
Netflix Fraud Watch, Day 11
Eleven days later and Netflix is still screwing their customers. New customers are being told that profiles are "the best way to rent movies". Check out the blatant lies on this page here:
Give family members their own Queue!
It's only after they've paid that customers find out that profiles have already been disabled.
Cancel now! Cancel often! The lying sleazebags at Netflix don't deserve a nickel of your hard-earned money.
As a Mac user, Netflix has already limited my subscription options since the instant movies do not work with Mac operating systems.
I was willing to put up with that for the profiles feature.
I think we'll just migrate over to iTunes instant rentals. Seems Apple has the whole customer experience model down; maybe some of the programmers from Netflix should take a little fieldtrip and get schooled in better programming. While you're at it, maybe some of the Netflix head honchos could go along as chaperones and learn a thing or two about growing customer bases instead of dismissing "a few thousand" as inconsequential.
Don't forget that not only will our separate queues, with all our movies saved, go away but also our rated movies. My son has his own profile with movies he's rated and decent recommendations of movies he may enjoy. He watches previews and sorts his queue. He's also 5 years old (and is pretty computer savvy). The Netflix website doesn't recommend adult movies to him. How is this going to work after the "profiles" go away?
I expect to cancel my account once this feature is eliminated. It will mean that Netflix is no longer a convenient way to get rentals for the whole family.
just downgraded our plan down to half. signed up with the competition last week. (smooth so far, did the first turnaround already)
once the profile feature is completely gone, so are we.
(i can already not use the instant feature, i'm on linux. so no loss there.)
In case another voice might make a difference, I'm here to say that I, too, will be canceling.
Like others, I feel I need to leave "One more voice". My husband and I use the profiles a LOT. Simply because we both have completely different tastes and speeds in watching films. I go through two a week and love horror and thrillers. He goes through 1 every two weeks and likes War movies and cop films/buddy pictures. There is simply NO way a system without profiles is going to work for us and we're not going to be forced into buying two accounts.
I also have a LOT of movies rated (Over 3,000) and have written many reviews as well. My queue sits at 300+ titles. Since what you are telling me is that I am loosing ALL of that information, even if you DO give us a new system, how do you reimburse us on the time we've invested making your site "work" for us? You aren't even offering a way to migrate those ratings and reviews, you are just flushing it all...
I have sat silently by with other changes you made over the top of the users, but this one is unforgivable. We WILL be among the ones that leave on Sept 1st if this goes through.
How popular is your service going to be on Sept 2nd?
Everyone needs to post their comments on the "Netflix Community Forum"
http://community.netflix.com/
A whopping 74 comments are there many of which claiming the profiles queues were rarely used...
I think Netflix hasn't figured out that it's just their lame Community Forum that isn't getting used. We've got 1259 posts here, but they're following the advice of their 74?? Seriously?!
Srry, here's the link form.
http://community.netflix.com/
Let me tell you how it really is:
Netflix did not make this decision because some people couldn't figure it out (they should fire the PR guy who came up with that excuse), nor because they really want you to have a better experience (LOL), nor because they "care."
They did it to make money, lot of money. I guarantee you they did their research and surveys. Their research told them that their customers:
1) WILL PAY the extra money for separate accounts.
2) will not pay more for superior service at a company like GreenCine.com.
3) and are too lazy to cancel, go to Blockbuster and re-enter their entire queues.
Their research is probably right. Only a tiny percentage will leave, while most will pay the extortion thus making Netflix a lot more money. We will find out September 1st, but my money is on Netflix. They know how many of you have no principles and will just pay up and how many will actually leave, in spite of all the "I'm canceling" talk here.
What an amazing company" the more they screw over their customers the more their customers will pay. I can say this with conviction because this is hardly the first time Netflix has done this. It just may be the first time it has affected this group of customers.
I just called to talk to customer service about this. I was told that today Netflix has decided to keep profiles.
As long as the profiles stay, so do I. If they mysteriously vanish one day, hello charge-backs!
Now the question is whether or not I want to risk it and by the Roku box. Having Watch Instantly in only one profile is irritating enough, but workable I suppose...
A Horrible horrible decision. My husband and I absolutely love the seperate profiles. It's the only way to keep our movie watching "fair" between the two of us. We will HATE having to always reorder the queue to try and make sure our movies are shipped appropriately. :( Bad decision Netflix. You should have an option set up so that people can choose to either use the service - or not.... don't just take it away! I've been a customer for YEARS - don't make me disgruntled now PLEASE!
I hope you're right about them changing their collective minds, but until I get a form letter telling me such I don't think I'll hold my breath.
They're brewing serious customer loyalty issues. It's time they take this off the burner themselves.
It's plain and simple: not everyone has the same tastes in movies. This is especially true for families, partners, cohabitants, etc. I may want to queue up a bunch of British sitcoms, while my significant other would rather watch slasher films. We should be able to get the movies/shows we want without having to pay double.
The fact that Netflix is being down-right greedy, hoping that, with the removal of the Profiles feature, they'll get double the business is just shameful. This is the worst display of business greed I've seen.
Instead of getting double the business, they're going to lose TRIPLE the business. This is not a way to do business and definitely not a way to treat your loyal customers.
I'll believe it, -tom!, when I see it on the web site. Right now it still has the "Profiles are going away on Sept 1st" message.
I seriously hope they're re-considering profile elimination. I tend to watch my movies the day I receive the DVD. My wife and kids watch theirs at their own leisure. The profiles made it so that we call can keep our own pace.
I also don't want their ratings mixed in with my ratings, nor do I want to juggle the queue in order to maintain peace between family members.
Even if BB does not have profiles I would switch just because NF's decision to eliminate profiles pissed me off to no end.
I really can't add to any of the comments against removing the profile option. It's what made my husband and I decide on netflix.
It's not difficult to use. My 7-yr-old can easily pick her own movies without me worrying about what she might stumble upon.
Our family is already looking at different options, because of this change.
Our $30 a month may not mean much - but it also means you will not be getting us back.
Being competitive means offering something that your competitors do not.
Please reconsider this move.
Maybe I'll put my account on a 90-day hold starting Sept 1 while I peruse other options. My account will still be there taking up space but they won't get a dime from me until I take it off hold... unless their new 'resolution' is crap, then I'll cancel.
Disappointing.......Netflix says there job is to help me better select movies I'll love...This is bull. My wife and I may not have the same "taste" in movies. The seperate profiles helped us maintain seperate ratings and seperate recommendations... The systems was mostly flawless. No confusion other than the logging in and out. Disappointed. I will review other rental options.
Just got an email from Netflix, they changed their minds and are not going to remove profiles!
You spoke, and we listened. We are keeping Profiles. Thank you for all the calls and emails telling us how important Profiles are.
We are sorry for any inconvenience we may have caused. We hope the next time you hear from us we will delight, and not disappoint, you.
-Your friends at Netflix
Profiles are not going away! Hooray! That's the best news I've received all month. I'm glad someone figured it out.
I just got it too!!!! I'm so frickin' happy! w0000!!!
Yay Netflix! I'm happy too!
Look here.
Thank you!
Hmm, I just reduced my account from 4 to 2 DVDs this morning...
Although I'm gratified they've decidede to keep profiles, I now have to wonder if they did all this on purpose. I mean it was *such* a boneheaded move... maybe "no publicity is bad publicity"? I read a study a couple of years back that said people were happier with a hotel stay if they reported something that was wrong (leaky showerhead, not enough towels) and got it fixed, rather than if the stay was perfect. Please don't let it be this.
We're watching you, Netflix. :-)
You gotta give them credit for reversing themselves so quickly. Most of us thought they wouldn't, or if at all, they would wait till Sept 1.
Everyone who took the time to write, call, post, and sign petitions, should take credit too, for speaking up.
I'm happy and relieved I won't have to share a queue with my 12 year old son whose tastes run toward Adam Sandler and Will Ferrell while I like Weeds and documentaries.
I just received my email too, which makes me so happy to know that consumers really can make a difference when they band together!
Netflix says that a small number of members use this feature, maybe if more members actually "knew" about the feature, and how unbeliveably convienent it is, more would be using it. It's pretty much a feature you discover on your own, so come on netflix, put a link when you sign on, as a pop up like when you add a movie that talks about queues!
THANX!! Very happy to have been proved wrong about your intractability!
Now *that* is what I'm talkin' about!
Great job, Netflix!
You talk about customer service, and you have shown that you respond to your customers.
Any large (and small) enterprise will make missteps, poor decisions. The test is when a poor decision is made whether the enterprise will take a step back, and "do the right thing" for both its customers and its business.
Thanks and good luck! I'll be keeping my service!
Bravo Netflix!!!!
I was about to suggest that one way that Netflix could eliminate profiles, and keep their customers happy was to convert a four-at-a-time plan to four, single plans, but this is even better. I'm so glad to see a business leader do the right thing.
Dear Netflix,
"I have decided to help you improve your customer service by moving to Blockbuster. My sole motivation is to keep your customer service simple by giving you one less customer to worry about. "
Thanks, Todd, for chasing me away. I stuck by Netflix for years, throwing away many any incentive flyer from Blockbuster. The amazing thing is that it wasn't Blockbuster enticing me away but Netflix chasing me away by threatening to dump a feature my family used.
Great work, Todd. I hope you are promoted. Maybe you can chase away more customers.
By the way, I got your notice saying profiles will not be discontinued. Wow! You are to be congratulated. What will you threaten customers with next?
Wow, there's no pleasing some people!
I believe that Netflix genuinely thought they they were were making the right decision (and probably still do), but were willing to grant us our wishes. I think a 'Thanks' is in order, not more sniping.
Todd - This was a bad decision to begin with. I'm posting after the decision has been reversed, however I just wanted to let Netflix know that I and my family would have downgraded to one-at-a-time (instead of four-at-a-time) and possible left all together. This was upsetting to our household and though I'm happy it's now back, I'm still a little miffed by this lack of concern for the consumer.
As someone else has already stated: "If you truly valued your customers you would not get rid of the current system without first having a replacement system ready to go."
Stated above: "I think a 'Thanks' is in order, not more sniping."
It's because of the sniping the reverse decision was made. Netflix should read all the 'snipping.' Thank you for giving Profiles back to the Netflix community, but the original decision was still bad and not well thought out.
Great! My sister-in-law sold me on Netflix because of the profiles. Then found out I can't even get it.
Today, I read that Netflix is bringing it back and making it available to everyone again. That was one family they just saved. I really don't want to watch twenty Barbie movies before the next Bond Movie.
WELL TOM I TRULY UNDERSTAND THAT THE NETFLIX WEBSITE IS TREMENDOUSLY AND EXTREMELY LARGE*IVE EVEN THOUGHT IT*MANY TIMES BUT THIS TRULY IS A BIG DISAPOINTMENT TO NETFLIX LOVERS LIKE ME*8 AT A TIME RENTER*BEDRIDDEN AND ONE WHO LOVES TO WRITE REVIEWS FOR OTHERS TO SEE*THIS IS HEARTBREAKING NEWS*PARROTLUVER
1.
Welcome to enter (wow gold) and (wow power leveling) trading site, (Rolex) are cheap, (World of Warcraft gold) credibility Very good! Quickly into the next single! Key words directly to the website click on transactions!
2.
Welcome to enter (wow gold) and (wow power leveling) trading site, (wow gold) are cheap, (wow power leveling) credibility Very good! Quickly into the next single! Key words directly to the website click on transactions!
3.
Welcome to enter (wow gold) and (wow power leveling) trading site, (wow gold) are cheap, (wow power leveling) credibility Very good! Quickly into the next single! Key words directly to the website click on transactions!
Annabelle in text support is fantastic.
Personable, very intelligent, knows exactly how to communicate the answer to your needs, and an obviously happy employee of Netflix.
In a short phone call she was able to build confidence in finding a soloution and instantly succeeded in doing so.
I have only made two phone calls to netflix for tech support that I can remember and both times I was lucky to get Annabelle on the line.
The person that hired Annabelle had great insight. An awesome efficient tech experience, how often can you say that?
Steven C
Post a Comment