Friday, August 15, 2008

End of Week Update

It’s been a long and challenging week, but it ends on a positive note. Today we shipped from all 55 Netflix distribution centers across the U.S. More than three million DVDs went into the mail, including roughly 95 percent of orders backlogged from Tuesday through Thursday. And the balance of backlogged orders will mail on Saturday. Importantly, all of us at Netflix want to offer special thanks to the scores of members who called, emailed and posted words of support at a tough and humbling moment for our company. Apologies to all once again and thanks for hanging in there with us.

413 comments:

  1. Forget all those whiney haters. You guys did your best. You deserve praise for getting through it, not hatred for having some hiccups.

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  2. Ditto to anonymous. I love your service. Stuff happens. You have a great product, and there will be a glitch once in a while. We didn't die without "Rambo" for three days.

    Regards.

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  3. Some movies in my queue have disappeared. This has been very frustrating.

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  4. I think giving us a 25% credit would be a better show of appreciation for a week of lost service than 15%.

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  5. I think you guys need to learn how to add. by the time the movies reach us it is going to be a week with no service...that is 1/4 of a monthly service...so it is more like 25 % ... oh and we know technical things happen, but i question why the message says one thing and a CSR says another...COMMUNICATE PEOPLE...and dont jerk us around...

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  6. People who voice legitimate concerns on the bungled handling of the outage in a civiilized manner are "whiney haters?"

    I guess those who shower praises on Netflix would be "corporate brown-nosers."

    Now that it appears the queue issue is resolved, why do I have a movie that shipped today and another scheduled for next Wednesday?!? That is completely Unacceptable.
    Please....

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  7. you guys want your cake and eat it to...only 15 %, if you cancel no pro-rated membership fee..you are all heart...so you win both ways...I wonder what blockbuster's policy is....I need to check...

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  8. Goddamn you people, the queue isn't accurate yet. Give it time to update itself.

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  9. this is not what the contract stated when you took my money...idiots...i want more than the entire 15%...that is not even 3.00 for losing a week service...

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  10. I was very disappointed when I did not receive my usual weekend movies. I would really appreciate a free movie added to my account for being a good customer that received no movies. Credit my account a free movie.

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  11. I am not giving it time to do anything...you would be the first one screaming if it had been a billing problem...its the same thing...you just lost money idiot

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  12. Yes, Mr. Free Movie, demands are a good way to get what you want. Signing your post "anonymous" really tells Netflix who you are too. /sarcasm

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  13. Anonymous said...
    Forget all those whiney haters. You guys did your best. You deserve praise for getting through it, not hatred for having some hiccups


    you are a dumbass....

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  14. it shouldn't matter who posted what..they still know who they hosed...send out an extra movie from the list...DUH....

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  15. "I am not giving it time to do anything."

    Looks like you really don't have a choice?

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  16. I wasn't disappointed....I am PISSED...THANKS FOR SCREWING UP DATE NIGHT...

    oh and don't think they don't know who we are the IP ADDRESS is there...

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  17. this is not what the contract stated when you took my money...idiots...i want more than the entire 15%...that is not even 3.00 for losing a week service...

    What "contract" are you reading? According to your subscriber agreement you're not entitled to a credit at all.

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  18. Looks like you really don't have a choice?


    YES I DO...if my movies are not here tomorrow, I go to blockbuster..I see a choice here.

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  19. You're right. Netflix, monitoring the message boards in the middle of a crisis, will find your IP address and immediately credit your account for a free DVD because you told them to. My mistake.

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  20. "YES I DO...if my movies are not here tomorrow, I go to blockbuster..I see a choice here.'

    Fair enough.

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  21. no, no credit, but am told the movie ships out in 1 to 2 days...my friend, I have been waiting since monday...so they don't need to dick anyone around with the 2.80 cents...

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  22. you don't know much about computers do you

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  23. "I wasn't disappointed....I am PISSED...THANKS FOR SCREWING UP DATE NIGHT..."

    This was your **date** plan? And you couldn't come up with an alternative that was at least equally as exciting?

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  24. who said anything about immediately?...and who says they won't look at this AT ANOTHER TIME TO SEE HOW CUSTOMERS..have handled this and maybe if there ever is another problem will use customer input...

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  25. yea, date night with spouse and 3 week old...got a problem with that

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  26. "oh and don't think they don't know who we are the IP ADDRESS is there..."

    Try a tinfoil hat, that might help protect you.

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  27. "who said anything about immediately?...and who says they won't look at this AT ANOTHER TIME TO SEE HOW CUSTOMERS..have handled this and maybe if there ever is another problem will use customer input..."

    True, but I would be really surprised if they added anything more to the pot after already promising something else.

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  28. I had no inkling there was a problem at netflix until I received an email today...movies I had returned last week were just 'received'?? 15% for a week of no movies is definitely insufficient, regardless of whether you are whiney or not. This is a business, we expect a product for payment. Point is our credit cards will no doubt be charged on time.
    It's Friday, a rainy weekend ahead, bored kids and NO movies. BUt worse no explanation at all about the source of the problem and THAT concerns me more. It's not about being whiney, I am concerned about hackers, identity thieves and so on. NETFLIX: IS there anything we need to know that you're not telling us??? The truth always comes out so I think if somebody is not being honest now's the time to tell the customers what the heck is really going on. Has anyone emailed the company asking this, and if so do they answer?
    thanks

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  29. "Try a tinfoil hat, that might help protect you."

    Way ahead of you. Already got the cloaking device up and running.

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  30. maybe, just maybe, we enjoy our movie night...maybe , just maybe, this is part of our schedule with the new one...but wow, I guess you are not having such an exciting Friday yourself...SINCE YOU ARE ON HERE POSTING...

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  31. "It's Friday, a rainy weekend ahead, bored kids and NO movies."

    Sephora? Do you have a cloaking device on too?

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  32. the point is, they have saved thousands by not having to ship out for days...you could have already returned the movie and have a new one out again ...

    and why make fun of someone for how they spend their date night..or for an opinion they have on why anyone is here...you people are sad..

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  33. They pay per envelope? I was under the assumption they just had some bulk mailing contract or something ... My bad.

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  34. Later people, Netflix just lost a long time customer...I am gonna take my self to the video store, and grab a bite...then I am going to go online and check out blockbuster...I bed a new customer saves more than 15%

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  35. "...THANKS FOR SCREWING UP DATE NIGHT..."

    "yea, date night with spouse and 3 week old...got a problem with that"

    And you let the absence of a DVD in the mail SCREW IT UP? To repeat, you couldn't come up with something equally as exciting?

    Or are you
    catastrophizing just a wee bit? I would understand if you were, it's the theme of many of the postings.

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  36. not hatred for having some hiccups.

    that is stupid...

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  37. excuse me I guess I jumped into a private chat session?? whoever you are, why did you quote me re rainy weekend and bored kids? and what the hell does Sephora mean? what is your problem exactly?
    again, can anyone give me more info on what actually happened at netflix?

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  38. If you use Windows Server for your network Netflix Shame on you. This is the second year in a row you have distribution problems. Switch to Linux and you will solve the problem. Linux is more stable and does not need so many updates.

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  39. And you let the absence of a DVD in the mail SCREW IT UP? To repeat, you couldn't come up with something equally as exciting?


    You know you are a dumbass...nope, she wanted the movie for a reason..one that you could only wish for....

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  40. "again, can anyone give me more info on what actually happened at netflix?"

    Maybe you know this, but the rumor is that they performed an update on their database and it screwed stuff up. Something like that.

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  41. And you let the absence of a DVD in the mail SCREW IT UP? To repeat, you couldn't come up with something equally as exciting?

    Or are you
    catastrophizing just a wee bit? I would understand if you were, it's the theme of many of the postings.



    you live with a house full of cats don't you...brush your hair, put on some makeup....there is someone for everyone...even ugly people

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  42. I haven't heard what the reasons are. I am with you and I am concerned about my private information.

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  43. I'm just glad to see ya'll are back up and running and it looks as though the movies in my queue were not deleted so thats a plus for and thanks for keeping us informed through out the whole ordeal.

    Thanks for the great service you provide

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  44. THANK YOU somebody for answering me, I did not know anything about their problems, data base or otherwise. But you said 'rumor' so again I ask, has the company not yet come forth with the exact nature of this problem? thanks for answering me civily.
    PS to the jerk who keeps harassing the married guy with the new baby-what is YOUR problem? Leave him the heck alone will you. Have you had a newborn in your life? Sometimes date night means staying home. You don't know about his life, I assume? So why not stick to the topic here, please and stop being so dang mean huh?

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  45. I was told it was with the shipping

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  46. thats not a jerk, its a cat lady

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  47. "But you said 'rumor' so again I ask, has the company not yet come forth with the exact nature of this problem?"

    I have just browsed a few techie sites during the past few days and there are some theories on what happened. I'm not that advanced of a user so I don't have one of my own, but that's basically the gist of them. If Netflix has said something about it, I haven't seen anything.

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  48. I find it strange. I called and was told first they were sent out today then was told by the same person that not all of them were sent out.

    I wonder if I should keep an eye on my billing.

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  49. I called today to se why the 3 dvds that were scheduled to be shipped this last Tuesday wasn't. Didn't hear about the problem until I got a custeomer support agent on the line.

    Now if you can come up with a better way to ship the dvds in the nail so yhey will not get damaged during transit that would be a help! Have had several dvds arrive brokrn.

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  50. "I find it strange. I called and was told first they were sent out today then was told by the same person that not all of them were sent out."

    ***Today we shipped from all 55 Netflix distribution centers across the U.S. More than three million DVDs went into the mail, including roughly 95 percent of orders backlogged from Tuesday through Thursday. And the balance of backlogged orders will mail on Saturday.***

    Don't bash on the CSR people too much, they're just the middlemen. But yeah, I think everyone will be awaiting their billing statement.

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  51. Hoooooraaaay!! my que was updated, wait a minute, one movie shipped today and two are being shipped next Wednesday, what's up with that. That will make it over a week since I returned my last movies.

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  52. Well rainy days with the kids, movie with the wife or just for something to do this sucks.

    And to the heartless thing over date night. Why are you on here this evening? We are all on here because we have nothing to do now. It saves money to watch the movie at home.

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  53. sorry cat lady, my sympathies. Its a lonely life I bet.
    Hey person with new baby, congratulations.

    Anyone-does netflix check emails from customers and is it even possible to communicate with anyone there? Is there a website with a more specific explanation of what happened, not rumors?

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  54. CSR'S are not being bashed. They just need to know what they are talking about.

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  55. Everyone that is complaining about delays in the mail, I think you are all forgetting the most important 3rd party here.... The post office. If you sent it last week, how can you be absolutely sure that it was not the post offices fault for not delivering the DVD till today or yesterday?

    Are you going to stop the post office for losing your important letter. If you send a check in the mail and it does not get to the payment center in time, are you going to blame the payment center for not posting it in time? Maybe you should stop using the post office and complain the poor service since you are paying for their service and expect them to be flawless, and yes, you could consider the government a business in a way.

    Everyone is thinking that when you send it, it somehow immediately gets to Netflix, but of course thats impossable.

    This is the first time that I have ever encountered shipping/receiving problems in my 8 years with Netflix. As I stated in one of my other posts, I have had some DVDs lost in the mail and Netflix has been very cooperative by not suspending my service when I explained the situation and informed me the best way to handle it.

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  56. tanner said...
    I'm just glad to see ya'll are back up and running and it looks as though the movies in my queue were not deleted so thats a plus for and thanks for keeping us informed through out the whole ordeal.

    Thanks for the great service you provide

    come on confess...you work there don't you brown noser

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  57. "Anyone-does netflix check emails from customers and is it even possible to communicate with anyone there? Is there a website with a more specific explanation of what happened, not rumors?"

    Same person, here. You know, you used to be able to e-mail Netflix but I think it's phone only now, unless I'm mistaken. And as far as an explanation, the head honchoes have not said what exactly happened ... so all you have are rumors at this point.

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  58. What an incredible bunch of losers you all are. Get out of your mom's basement, get some fresh air, cut back on red bull and get a grip. 5 days tops without a DVD, your are getting value back. The screwup probably cost netflix far more than you lost not being able to watch True Lies one more time.
    -- Corporate Brown Noser

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  59. not to entirely change the subject but I looked at the instant viewing movies as an option for my kid and is it just me or are the selections really dismal? The choices are really dated, kind of lame actually. Anyone know if they will add more current movies? Anyone try blockbuster by mail yet, and if so what do they charge per month?

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  60. "CSR'S are not being bashed. They just need to know what they are talking about."

    Since things seem to change by the hour for us, the customers, and things probably change every five minutes for the CSRs these days ... I think it's fair to cut them some slack ... Probably best to take up any complaints you may have after the crisis is over and they are more receptive, no?

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  61. Your CIO should be fired. Software problems of this magnitude at this day and age are unacceptable. I cannot believe you have written your own systems! Good grief. This is the 21st century. You are now reaping what you deserve.

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  62. In business, IT support never go, figure out what the problem is then fix it, that will delay things even further, they will fix the problem first then re-evaluate what actually happend and then see what they can do to prevent it from happening in the future. Some things are unevoidable, for example a key server going down because of some hardway. I have seen it many times that a server looks to be running great, but then that one reboot never comes back up.

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  63. Yes you are correct the post office also sucks but, they are a govt. thing good luck with that one and nothing else to choose from. There is another choice here.

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  64. What an incredible bunch of losers you all are. Get out of your mom's basement, get some fresh air, cut back on red bull and get a grip. 5 days tops without a DVD, your are getting value back. The screwup probably cost netflix far more than you lost not being able to watch True Lies one more time.
    -- Corporate Brown Noser


    Um, when you go upstairs can you ask your mom for some snacks for us, cbn?

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  65. Corporate Brown Noser

    That's funny. Why are you on here? You are on here because you want to know why you havent recieved your movies.

    Stop stealing internet from your neighbor. Get a date. Feed the cat.

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  66. Um, when you go upstairs can you ask your mom for some snacks for us, cbn?


    Thats not fair. Its ok for a 35 year old maid to live at home.

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  67. hey netflix, thanks for the free entertainment tonight. LOL

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  68. I've only been a member for a month or so but have really been impressed with Netflix. I am more than willing to give the company some time to work this out. Stuff happens. I'm still a Netflix fan.

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  69. I have a huge problem with the movies not coming because i only get one day off every three weeks, and i have what i call a lazy day do nothing and whatch my netflix movie but whatever life goes on

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  70. Did your mom get anything good at the store?

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  71. Who wants to go in on a pizza?

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  72. Corporate Brown Noser

    That's funny. Why are you on here? You are on here because you want to know why you havent recieved your movies.

    Stop stealing internet from your neighbor. Get a date. Feed the cat.


    Oh ouch CBN.
    Are you projecting, as they say?

    what is it with nasty people like you
    who show up on these blogs? I mean customers are entitled to explanations are they not? and why assume they live in basements, have cats, drink red bull? (Do you?)
    I popped in with hopes of finding out what exactly happened at netflix-but posts like yours, well, who can resist them? It's almost as entertaining as the movie I'm not watching tonight.
    Apparently nobody really knows what happened at netflix or if our personal information may have been hacked which was my main concern. Do you have any inside info, corporate brown noser?

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  73. you are right there is another choice here, but is it really fare to blame Netflix for something that may be caused by the post office?

    I am not saying the computer glitch is a post office problem. Every company has glitches you only lost 1 week worth of DVDs and Netflix is crediting your account... most likely every single person that is with Netflix. They will be losing quite a bit.

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  74. There are two types of people in this world: one which sees no justice in whatever compensation is given or the other which is supportive and understanding of the situation. I am the latter and my two cents comes from the frustration I feel when 90% of these comments are "WTFZOMGWHEREAREMYMOVIES"*snarl*foam at the mouth*spaz*conniption*

    Netflix has done a very good job, running this business over the years, catering to America's needs of shipping movies directly to your home. This little burp of a problem hardly condones complaints to this degree. It's not like its happened numerous times before.

    The Netflix crew has hardly done this on purpose (lol @ sabotaging date night - take her to the real movies ya' cheap bastard); they have done everything in their power to fix whatever the problem was. Patience, which many of you seem to lack, was all that was needed to surpass these long, dark, horrible, lonely, boring days with no movies (PS. Watch Instantly does wonders).

    A 15% credit is more than enough to cover your next billing statement; be glad they are crediting you at all. It wasn't a week like most of you stated. It was, at max, four days people, four, two days of which some distribution centers were still shipping. The last time I checked there were seven days in my week. If you are so displeased with their customer service take your bickering elsewhere. There are worse things; we could be renting movies from Blockbuster, at $5 a movie, late fees and limited days of viewing /shudder.

    I have to put my thumbs up for Netflix for working as hard as they did, keeping us updated and not screwing us all over by dragging this along like they could have. They have an excellent customer service and I'm sure most of you that would disagree with me must have used a tone other than polite.

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  75. uh oh I sense a post office conspiracy theory forming...

    pizza sounds great.

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  76. This is bullshit. I checked my que early today. It stated disc would be shipped today I should receive 8/16/2008. Checked again it stated disc will be shipped next Wednesday. I think I am going to cancel and just wait for the movies to show on HBO or Starz. I will save some money and lots of aggravation. Who else que got screwed up. I usually get disc shipped from Nashville two day turnaround tops except weekends. That means a full week without a replacement DVD. Hell blame it on a virus. Blame it on President Bush. Blame it on the Anticrist!
    This service really sucks.
    Blockbust here I come!

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  77. aw shucks, cowgirled763- we do love netflix gosh darn it all! We just want to know what happened- especially if it concerns our financial information in their system, for example identity, credit card info etc. It ain't just about missing movies this weekend,Y'all.
    And why the hell are people still pickin on that poor sap with the baby fer cryin out loud. Now how can you be so danged positive then call the dude a cheap bastard. shame on you ma'am.
    ps CBN I think I found a date for you.
    oh and make mine pepperoni, pardner.

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  78. she is on bedrest. has been for 3 months. surgery was very bad. just brought baby home 3 days ago after being in the hospital for over 2 weeks . Now for someone who has made movies their life for 3 months and has just got to bring their baby home do you really think its out of line to call our friday movie date night? Sorry you don't have a family. The lady with all the cats is looking for one.

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  79. Now not only do I want a movie, I want a damn pizza.

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  80. Now my Que says my movies will ship next Thursday. Great work Netflix. My solution is simple I will cancel my account. I suggest others do the same for a month or two and give Netflix a nice revenue hit so the rethink their 17% discount. For me if the disk are not shipped until next Thursday that will be 2 weeks.

    I am not addicted to movies as some are and do have a life beyond the TV. My issue is I paid for a service that I did not get and they can either give me a 50% credit or I walk and they will have a bigger loss. I don't pay for service I do not get.

    To those who say we are not entitled to a credit for services paid for but not received... congratulations, on you financial where-with-all in handing a business money and getting nothing in return or a discounted credit. That is the attitude Corporate America thrives on.

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  81. come on people even if they were sent out today it will be MONDAY before you get the movie.

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  82. Thats what I am saying. It seems to me it would be easier to say we are going to send out an extra movie and probably cheaper since they get bulk postage than that stupid 15% on the bill.

    We all know they didn't do this just for fun but they could remember the bread they use to put that butter on comes from us.

    Can you still do online movies from blockbuster? Nevermind blockbuster sucks.

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  83. hope your wife and baby are doing well. People who don't have babies don't understand, one told you to go to the movie theater, called you cheap. Ok, take an infant to the movies? Give me a break! But some idiots do.
    Often it's people who can't afford babysitters, unfortunately.
    Too much how these blogs get personal and nasty, huh?
    On the other hand... it has been entertaining this evening, but it's time for me to say goodbye and yes-crack open a book. And yes, I admit it, I have to feed my cat. BUT I am not that mean person bashing you, new dad. I think that crazy multiple cat owner has left the building, with corporate brown noser.
    (To those of you who called this new parent 'cheap' for not taking his wife and infant to the movie theater, hey $18 a month to watch three movies is a great deal- but it also may be all some people can budget--but in his case it is medical. See? So don't assume things about people on blogs.
    To expect clear explanations nowadays is all people hope for-from CEO's and politicians, why does that seem so much to ask for I wonder. Netflix can you hear us?

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  84. You people at Netflix did a fantastic customer service job following the glitch you had with the delivery problem this past week. Thank you for your kind and considerate email apologizing for the inconvenience and for the credit allowance. I can't think of any other company I've dealt with that has reached out to its' subscribers the way you have and you've made a forever fan of me.
    For the complainers out there, let me just say that if you can't live with a little bit of inconvenience and if not receiving a movie when you expected to rocked your small world, you really need to get a life. Try to show a little gratitude. Most companies would not have offered any apology or any credit.
    Not receiving a movie when you expected to isn't a life threatening event!
    Thanks again Netflix!

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  85. Thanks, have fun with the books. Its time for bottle duty anyway. And no I wouldn't have it any other way. I have 4 weeks of vacation time left and I plan on relaxing with movies at home.

    I wasn't going to explain myself infact I have been entertained for a few hours now (thank you people)but that cheap thing ticked me off.Of course now I just may have to be cheap when these medical bills start rolling in on my girls.

    NetFlix just send me my movie. I have a date.

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  86. "Try to show a little gratitude. Most companies would not have offered any apology or any credit.
    Not receiving a movie when you expected to isn't a life threatening event!"

    Oy, I was just about to leave when I read that...what is it with all you pollyannas out there?
    Once again it is not so much people are on this blog complaining (ok they are) BUT they are Mainly asking for an explanation. And wanting to know if our personal information has been compromised, Say by hackers or a virus. Am I the only one here concerned about that? Hackers get personal information all the time. wake up. Identity theft? big problem these days. What caused a shipping problem exactly? Seems clear the company is not talking. THAT concerns me.
    Yes, rah rah netflix, that ain't the point. what happened to their system- thats what I would like to know. I read their updates re the problem but there was not one clear explanation, seems very hush hush and I don't like that.
    THAT is the point. Now stop telling people to be patient, kind, appreciative, feed their cats and so on and so forth. Start thinking of yourself as a customer paying for a service and expecting clear explanations of why you are not going to get what you paid for this week. We can live without movies thats not the point.

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  87. Hey, folks! Get real!
    I got a movie on Tuesday, right on schedule. I suspected something wrong when I didn't get the notification that it'd been mailed til Tuesday NIGHT (AFTER I got the movie that afternoon).

    My MAILMAN failed to pick it up on Wednesday, so it didn't go out until Thursday, but I just got email notification that it was received today. My queue just updated to show that the next movie was mailed TODAY (Friday) and will get here Saturday.

    So in my case the MAILMAN caused a delay that canceled out Netflix's delay!

    I think I'm going to demand a 15% credit from the post office!

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  88. ps new dad-don't know about your local library- but mine has movies to check out, for free. We can check out new features for three nights, older movies for two weeks-hey its better than nothing if you guys need movies now and can't afford to pay at blockbuster or hollywood video etc. Good luck with the baby, time flies, so enjoy it!
    (and if anyone hasn't seen the Orphanage on instant view on netflix, check it out (not gory but a great scary movie- if you don't mind subtitles; it's in spanish) I think it was one of the better offerings on their instant watch list. Most of the instant movie choices are so old, or lame- its bizarre.

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  89. Oh Man, come on. I am a broke student. I want my movie.

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  90. The candor from Netflicks was refreshing during this headache, which will inevitably happen with technology perhaps as a balance for the convenience. I'm glad I heard about the situation from you first and in the end my satisfaction with Netflicks is even higher knowing that you make quick fixes and address issues quickly while keeping your subscribers in the loop. Thanks for the consideration and back to business...

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  91. Its not a can't rent a movie, it's can't leave the house. No more nurse. Only once a day. Besides, who likes to see their wife upset? Yes hormones are on over drive but its to be expected.

    Oh well she is sleeping now anyway and I am wasting my time on here.

    Thanks netflix I just found a positive. I earned brownie points by folding clothes and cleaning a bathroom.

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  92. you're a good dad. have a nice life. hug the baby.
    ciao, all.

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  93. "Shipping on Wednesday" (Aug 20th) for replacement that I have sent in believe or not.. on Aug 9th.

    so it is either glitch or for real ... but I got no more patience to wait to see. It is shame that you have such glitch just after your biggest issue ever. Just tells me that your main issue is still there.

    Decided to move to Blockbuster. If their shipping system goes down, there's local store.

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  94. Another Corporate Brown-noserAugust 15, 2008 at 11:27 PM

    Wow. What a bunch of whiners. How old are you? I mean seriously, have you not lived through anything more painful that a weekend without a few DVDs?
    Do you have a local library? Check out a book, maybe even some DVDs. Go for a walk! It's the middle of summer, at least in the U.S.. Rainy? Play Scrabble with the wife and kids. Get some Legos. Get some crayons.
    Netflix provides a great, inexpensive entertainment service. I bet nearly everybody has found a DVD envelope under a magazine, etc. and thought, "Oops. I thought I mailed that. Oh well."
    I've been a member since 2000 and the only time I've been without a Netflix DVD as long as the last few days was the week following 9/11 when most planes weren't flying. (That's 9/11/2001 for those of you who were still in diapers or never leave your mother's basement.)
    I'd gladly take another computer problem (or whatever) over another 9/11 any day.
    15% is a fair refund. 4 days of outage is less than 15% of the month.
    Well, that's enough time wasted. I really don't care about the whiners anyway.
    Thank you, Netflix.

    -- Another corporate brown-noser

    ReplyDelete
  95. For all the people freaking out about the 'Shipping on some day' and thinking that means next week, it actually means this past week, and didn't get shipped until Friday (yesterday.)

    My queue was all screwed up Thursday and Friday (movies disappearing from queue after reported as processing, movies mailed not being reported received, etc.)

    Lo and behold around midnight I got my first e-mail from Netflix since Monday. Within another hour, the movies that had disappeared from the top of my queue were reported as having been shipped Friday. A movie that had been listed as shipping Tuesday since Monday was finally changed to shipped Friday. The movies I had returned last week showed as as being received. So I should get movies later today (Saturday.)

    So my advice is not to worry, Netflix has offered good service for the 3 years I have been a member, and will more than likely continue to do so. Don't change or add dropped movies to your queue, it's taking a few hours for the database to catch up to today's massive activity.

    ReplyDelete
  96. How pathetic when so many people's teeny little world crumbles because they are inconvenienced by not getting their movie on time.
    I love you NF, you do a great job. Keep up the good work and thanks for the 15% credit. You really didn't have to do it but it shows what a superior company you are.

    ReplyDelete
  97. To 'Another corporate brown-noser' who said "those of you who were still in diapers or never leave your mother's basement."

    You missed the party and the pizza. Go home. Nobody really wants even 15% of your two cents.

    ReplyDelete
  98. some of us were actually having fun till you showed up.
    bye.

    ReplyDelete
  99. Netflix, despite what a small and very vocal percentage think, did a wonderful job handling this entire situation.

    If you feel that they haven't handled this well you obviously haven't had to deal with other companies, even utility companies that provide essential services. Most companies would not keep you well informed of progress and would not voluntarily give you compensation.

    If anything this whole ordeal has only proven how much Netflix cares about its customers, considering the Terms and Services every member has agreed to expressly states they do not have to compensate any of us. For anyone that didn't read it (which is probably a high percentage of people) you can find this limited liabity here: Disclaimers of Warranties and Limitations on Liability.

    And since some people won't read it anyway, this particular event is expressly listed in the things that they don't have to notify you about or even compensate you over: "(iv) any failures, mis-shipments, delays, or interruptions in the shipment of DVDs"

    ReplyDelete
  100. What a joke: 15% credit. I shipped back DVD's last Saturday. I will not receive a new DVD until this Saturday. That equates to nearly a week. Twenty-five percent IS more equitable for the inconvenience. Netflix, you severely disappoint me with your lame attempt at trying to placate us. I am very pissed off.

    ReplyDelete
  101. I'm on the 3 at a time plan. One DVD was delayed 3 days. The other two were delayed by 1 day each. So that's a total of 5 days delay out of a possible 60 (20*3=60) 5/60=8.33%. A 15% discount seems reasonable.

    ReplyDelete
  102. I finally got my freakin' email today.

    Your IT department needs to reevaluate the program in charge of the mailings. A boondoggle this large shows there are serious flaws in it.

    ReplyDelete
  103. this is for the drag queen, how is there serious flaws when we don't really know what happened. if the system crashed thats fine it happens netflix has been around alot longer than anyone else renting videos online and if you don't like that then cancel your subscription im sure they wont miss your dumb ass. and as far as the email you didn't get thats funny ive gotten 4 emails about it every day and i check my netflix account every day to see if they got the movies back so its your own fault for not looking a bit more frequently.

    and have a loverly day in philthadephia

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  104. I Cannot believe how much anger and energy some people are expending over this!! Netflix is absolutely perfect in every sense for the whole 3 years I've been a member. Then something happens and the people on this blog are out of their minds....

    Get a little perspective people and calm down....is this really that important?
    PS Does anyone know how I can contact Netflix to DECLINE the 15%?

    ReplyDelete
  105. for the wait could give people an extra dvd shipped out that would make it up to me.. and yes my dvds have been disappearing and rearrangeing with me doing it

    ReplyDelete
  106. Welcome back Netflix. So glad to see the red envelopes in my mail box again. Out of your 8 million plus membership, the most comments posted on this blog regarding this issue was about 300 and most of our expressing support so good job!

    ReplyDelete
  107. PS Does anyone know how I can contact Netflix to DECLINE the 15%?


    I think that is a great idea. If more of you do it then the rest of us can get our 25%. Go back to math class, for some it is a week or so.

    To everyone upset. You should be. Makes you wonder if it was JUST A SHIPPING problem why they had problems with emails and so on. You pay for a service you should get that service.

    And to the ever so smart on that wants to tell everyone that NF is not bound to pay you because of shipping etc. that is for postal delays. This isn't a postal delay they had a system crash.

    If you like giving away money. Good for you. Some of us have a problem with it.

    Even when the cable company has problems they pro rate the amount by each day.

    ReplyDelete
  108. question. How many of us have Netflix in our favorites? Raise your hand.

    How many of us found this blog when they were looking for a way to contact netflix by email. Raise your hand.

    How many think that if this was listed in your email more people would complain? Raise your hand .

    Now flip off that idiot with the 300 people remark off.

    ReplyDelete
  109. "We didn't die without "Rambo" for three days."

    Don't push your luck, Rambo can and should kill you.

    ReplyDelete
  110. 15% is insufficient. It should be at least 25%. Two of my movies shipped, but won't be here until Monday or later. The other movie, which should have shipped last Monday, is now scheduled to ship on Wednesday. That's over a week for everything.

    I understand that problems happen, but the 15% is an insult to customers. Rather than appease the customer, this has angered me and many others. Now they have increased their workload as tons of angry customers will be calling to demand additional compensation, such as free movies. I will. I will also put my account on hold or cancel it just to make a point with them if they don't deliver. If the customer is not happy, the customer will go somewhere else.

    I started a Blockbuster free trial last week and got movies the next day from them. Maybe it will be crappy service, but maybe it will make a point to Netflix and cause their service to get better.

    ReplyDelete
  111. I got sent the same DVD twice, instead of the next DVD in my queue, which, with the turnaround, I won't get til next week.

    ReplyDelete
  112. As a very NEW customer, you can anonymously scream out "whiny hater," but I'm pretty sure I have the right to be very appalled at a glitch like this so early in my Netflix experience. After a short time of good service, I thought I'd be reccommending Netflix to my friends, but given the last week, I very much doubt that will happen unless someone at Neflix impresses the socks off me.

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  113. It has been stated already but I want to point it out again.

    As a long time customer of Netflix, I am rather disappointed that we get a 15% discount on next months bill, yet if I were a "new" customer just trying out the service I'd have recieved a full week of compensation.

    This is not equal compensation for equal delays.

    Also, Friday it was posted that backlogged movies from Tue, Wed, and Thu were shipped and that the queue information would update Friday night. It's now Saturday, another notice states that only 95% have shipped (which is a good number don't get me wrong) and that the other 5% will ship out on Saturday. However, for the mass majority of users, this means a full week of no service that we have already paid for.

    I am completely disappointed in the way which Netflix has treated its long term customers. Yes, Blockbuster is an option for people to look into, perhaps some should, however it doesn't change the fact that we as customers deserve to be compensated equally.

    Erik

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  114. Queue shows 5 disks shipped, but *BIG SURPRISE* only 4 titles. Yep, they shipped one title twice. Hold time must be so long that they don't know how long it will take because there's no announcement to enter your customer number or a length of time on hold. I'm still going to try and see if they'll ship another title to compensate. At least I'm getting, supposedly, 4 titles. One is a 4 show disk, so I'll be busy this weekend with those.

    Moral ~ check what they shipped, you may have similar glitches.

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  115. On a normal day I would be joining in with the whiny haters demanding more than 15% but after reading all the posts after the last few days I have come to reevaluate my attitude. There are some people who posted here who have some seriously flawed thinking which has given me some insight to my own flawed thinking. Americans always want more for their money. Bigger portions, bigger cars, better lawns, fancier toys, and when we don't get that we scream "ITS OUR RIGHT!!" (Im picturing our founding fathers crying their eyes out over what this country has turned itno) I owned a service oriented business (I was a seamstress)for over 20 years and know firsthand there is always some asshole who wants more than a fair offer for poor service or even when an incident is beyond the business owners control. Like the woman who wanted to sue me for $7500 because her $25 suit from Wal-Mart got ruined during a pumbing leak. Her thinking was she could claim pain and suffering because she didn't have the suit for a job interview. (She got the job while wearing a suit she currently owned and when we went to court the judge laughed at her and awarded her nothing since I had already reimbursed her the $25 along with a store credit for the cost of alterations to the suit, which I didn't even charge her for considering the suit was ruined)Anyway..working with the public turned me into a bitter hermit who longer wishes to deal with anyone face to face and avoids it all costs. I tried Blockbuster once. Then one day I returned a movie to the local store to exchange it but the website didn't show it as being returned. Turns out the snot nosed kid working in the store didn't check it in properly and it wound up on the store shelf. It took me 3 weeks to straighten the problem out during which I was charged for the cost of the movie causing my bank account to be overdrawn and my rent check to bounce! And what did Blockbuster offer me in recompense? A shitty form letter telling me the movie had been found, & charge removed from my bank account, but I was still stuck with the overdraft fee and when I tried to get them to return that money to me they sent another form letter saying it was my own fault for having insufficient funds in my account....ummm.....*rips hair out* So, yeah, Im happy to get 15%...at least the rent wont bounce this time...For me the 15% adds up to over $7 since Im on the 8/time plan. It's a whole lot cheaper than cable, I dont have to sit thru inane commercials, and I can watch the tv shows I missed when I was working 60-70 hours/week trying to please bitches like the one with the Wal-Mart suit! For those people worried about security, use a pre paid Visa card for your online payments. Then your bank account doesn't get charged for screw ups like mine did! Or even open a free checking account with a debit card and only keep the minimum amount you need for your online purchases...make sense? Cuz that's what I do now. I've also looked into the Greencine site as a possible back up for movies later but I doubt I will try it. The way the movies are listed is hard for me to follow and their turn around time is longer. They also don't have the tv shows Im currently trying to catch up on. I got an email from NF this morning telling me all my movies have been received and checked in (yes, all 8 of my discs were out when this happened but you didnt see me here bitching about it!!) and my queue has been updated to show that I should receive all 8 of them in the mail today. You see, I didn't change my queue because I knew they were having tech problems and that was probebly why I didnt see my list change....so all the discs that were supposed to go out on Mon-Tues but couldnt, were still there waiting for my like old friends just waiting to come for a visit. :P In conclusion, I have one phrase for those who are whining and screaming sbout wanting more.... OBSESSIVE COMPULSIVE DISORDER!!! Now shut the fuck up and go get some therapy you selfish moronic jerks! It would serve you right if Netflix closed its doors forever and left you all alone with your dusty crappy VHS collections!!! Sheesh! As far as people using the anonymous title, I dont know about others but I use it so I dont have to sign up and receive more friggin spam in my inbox!!!

    ReplyDelete
  116. Whatever, it now says my movies are not shipping until Thursday? And that is 2 movies that you should have received back on Monday. That is 8 days out of the 21 shipping days this month. I don't think the 15% is worth it for me stay this time. Plus the lady I talked to on the phone had to be the rudiest CSR I have ever dealt with. She said it was "my fault"? How in the hell is it my fault?

    ReplyDelete
  117. Good grief, what's a day or two delay. Netflix prices are so cheap compared to the bad old days of driving to blockbuster. Or cable tv for a month.

    Americans are too demanding. Stop expecting perfection from every one else until you yourself are perfect.

    ReplyDelete
  118. Like many thoughts - glad to see that things have been resolved. I am sure the tech team at Netflix have been working around the clock (thanks for your efforts). To all those negative folks...are you saying that you never caused a problem in your life (glass houses?). It is a movie delivery that has been delayed....worse things have and will happen in your lives than this.

    Netflix....thanks for working thru this glitch!

    ReplyDelete
  119. I have this to say about this whole ordeal...

    I've been a Netflix customer for roughly 4 years. This is THE FIRST TIME there has been a single issue with regards to timely receipt of my movies. Netflix has always been absolutely awesome about lost movies and such. They are a great company who were the first of their kind and continue to be the best. I once tried their competitor and the duration of my membership with them was plagued with similar and worse problems than what we have experienced for the last week. Anyone who is a new or trial member should know that the events of this last week are not reflective of normal Netflix customer service, which is generally superb.

    I applaud Netflix for their honest, humble and timely communication to their customers regarding the glitches they were experiencing and am perfectly satisfied with the planned compensation.

    ReplyDelete
  120. I just received a letter of apology from Netflix. I just had to write and say "forget it!" I love your service and it has always been excellent. No need to apologise and keep up the good work!

    ReplyDelete
  121. If you're not satisfied with the 15% credit Netflix is giving you you could email them and ask for a couple of movie credits also.

    Knowing Netflix they'd give them to you happily.
    Now you'll say, "why should I have to ask, they should just do it automatically."

    You may be right but if you request it they'd look bad not giving it to you and they know it then I wouldn't blame anyone for switching services although I'd personally never go to Blockbuster. I can't stand them.

    It never hurts to ask people. But then if you ask and get what you ask for, what will you have to bitch about? You might explode.

    Thanks Netflix. You guys rock!

    ReplyDelete
  122. Netflix is a great service, and one of a very few companies where I feel that I get what I paid for. Stuff happens, and it got fixed. I can easily handle a one week outage and still feel good giving Netflix my business. Even with one week downtime, my per-movie cost for the month is less than it would be from a brick-and-mortar rental store.

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  123. "Hoooooraaaay!! my que was updated, wait a minute, one movie shipped today and two are being shipped next Wednesday, what's up with that. That will make it over a week since I returned my last movies."

    Glad I'm not the only one....

    I guess I can wait until next wednesday for my queue to update itself.

    ReplyDelete
  124. A lot of you Netflix apologists seem to forget that this company was nailed with a legitimate (i.e. non-John Edwardsesque) class action lawsuit to get it to own up to its throttling scheme. And now, the scheme is legitimized because your agreement basically says they can treat their customers differently at their own whim (differentiated service).

    I wouldn't be surprised to find out that this whole mess was caused by the deployment of a refinement to the throttling scheme (aka revenue enhancing logistics management system) and the thing blew up on them.

    I have to laugh at all of you folks who are thanking Netflix for being so "open" and "straight" and "fair" with their customers. You have been conned.

    The 15% is a joke too. Whether or not it equates to $2 or $6 is not the point. The question is, does it make the customer "whole?" For many many subscribers, it does, and for many more, it doesn't.

    It was probably chosen to minimize the impact to Netflix's bottom line. I'm sure they crunched the numbers, like they do for everything.

    Also note that they saved millions by not shipping any DVDs this past week. Their shipping expenses are the most costly aspect of their business model.

    I'm not being a whiny Netflix hater. I'm just pointing out some facts about Netflix that many people don't seem to appreciate, especially the fact that Netflix treats different types of customers very differently through the use of revenue optimization software. If they did this on the basis of race or gender their would be howls of protest (and criminal sanctions); doing it by your viewing and usage habits is ok.

    Anyway, their whole differentiated service things is, well, un-American. I think there is some karma at work here with this debacle.

    What's really ironic, in my own personal situation, is that weeks ago I had planned to cancel Netflix on August 17, well before this mess started. I was tired of being abused by throttling scheme (oh pardon me, "differentiated service").

    What *IS* American, by the way, is having a choice, which is why I signed up with Blockbuster a couple of weeks ago -so far I'm pleased.

    By the way, for the most part, I have enjoyed reading the blog...other than the juvenile personal attacks between customers. this is a fascinating business and crisis management case study playing out before our eyes in semi-real time. Let's not muddy it up with jabs at people's viewing habits or how much they love or hate Netflix.

    (I love 'em and hate 'em...but a while ago decided to leave 'em)

    ReplyDelete
  125. netflix sent me a cracked disc which I reported on wed. this was part one of a two disc series. normally a new dis would be shipped thur. now my que says reported fri shipped on mon. so ill receive a replacement nearly a week after reporting and I have disc 2 sitting here worthless.

    ReplyDelete
  126. "If they did this on the basis of race or gender their would be howls of protest (and criminal sanctions)"

    You're serious in comparing this to racial or gender discrimination?

    ReplyDelete
  127. What I don't get is that I keep reading reports saying this outage only affected one-third of Netflix customers? Is that true? I felt the outage was more widespread, like entire system widespread. If only a third, which third? Was it folks involved with the settlement? I'm not in that group so I quess not? Perhaps another throttling scheme? I am a heavy users so I might fit that group.

    Sorry to those that think Netflix is doing so great a job. When a company has an extended failure such as this in it's core competency, it's not great at all, it's a complete disaster. The only amazing thing is the stock price hasn't tanked (I would sure sell any shares if I had them). It's great that things are back up and running but this is a situation that should NEVER have occurred in the first place.

    A 15% credit is great but I also consider service was interrupted for a full week really (I returned DVDs last Saturday that didn't turn around yet) so that's a bit short of the mark.

    Sabertooth

    ReplyDelete
  128. Their system is still screwed up.

    This doesn't look good.

    I received this e-mail last night (8/16). Note the expected arrival date below. The funny thing is, I received and returned this movie, and never received acknowledgment that they got it back. (like many, my queue is still screwed up)

    I also never received any e-mails about this glitch in their system.

    From: Netflix Shipping [mailto:discship@netflix.com]
    Sent: Saturday, August 16, 2008 02:23 AM Eastern Standard Time
    To: XXXXXXXXX
    Subject: For Tue: Smart People

    To make sure you get your Netflix emails, add discship@netflix.com to your address book.


    Smart People
    Arriving on or around: Tuesday, Aug 12, 2008


    (yikes!)

    ReplyDelete
  129. As far as them saving "millions" on shipping costs this week let's pu it into perspective. I read somewhere it costs them 78 cents to ship one disc times 2 = $1.56.(That's shipping both ways) Now let's take into consideration the 15% discount for next month. Im on the 8 at a time plan and all my discs are out right now. Thats 8 times 1,56 = 12.48. But wait a second...they didnt actually SAVE that money because they will still be shipping them out...hmmmm.....so they didn't actually SAVE any money by not shipping them. Instead they are going to reduce my fee for next month by 15% which takes it from 47.99 to 40.79. So that 7.20 they LOST from my account (when they apply the credit). Now take into consideration the overtime of the unsalaried workers (engineers, management are usually paid salary which means they dont get paid overtime) thats 1 1/2 times their usual pay. Even if they only get paid minimum wage, which I believe is 6.25/hour now? works out to 3.13 per hour extra each unsalaried workers will have to be paid. Are you getting the idea yet? In other words, Netflix did not SAVE any money at all for not shipping all week. They are taking a big hit on this AND owning up to their mistake AND issuing a credit which according to ToS they didnt even have to do in the first place! If you dont read Terms of Service when you sign up for something then you DONT have the right to whine and complain when something goes wrong! Personally I wish they had the ability to to know who said what here or anywhere else and then cancel the whiners accounts. They DO have the right to cancel your service at any time, also listed in ToS. If you dont like the way they have handled this then please do cancel your Netflix service and take your sorry, sad, selfish somewhere else.

    ReplyDelete
  130. "Decided to move to Blockbuster. If their shipping system goes down, there's local store."

    And if you stick with Netflix does the local store goes away?

    ReplyDelete
  131. Netflix asks us to add them to our list of contacts because some free email services (*cough Yahoo cough*)are now blocking entire domains and calling them spam. I myself have had this happen to me with several online companies I do business with regularly. If you're expecting to recieve emails from a business who also advertises online then its a good practice to add them to your contacts list so you continue to receive your emails. Netflix also enables cookies so you might want to try clearing cookies on your pc because your page might not be refreshing properly. I once had the same news items listed on my Yahoo homepage for several days because I had to much junk stored. Or its simply because they are still in the process of fixing queue lists. My own queue list is working fine at this moment. As far as the comments from the guy who "read stuff" online about what's going on, reporters are famous for getting facts wrong about stories all the time. Especially online news. Do you believe EVERYTHING you read online? Do you believe the cop who "caught the chupacabra on his dashcam" REALLY saw the chupacabra?!? Looked like an out of focus picture of a dog with unusually large ears to me....As far as the guy who got the email about shipping from NF and the dates are screwed up, its an automated email generated when they check movies in and out. The dates are from when the service was still screwed up and they havnt worked out all the nitpicky bugs yet. If your movies show up then those dates wont matter to you at all. As far as criticizing NF for the incident and saying it shouldnt have happened, well, if you have a car accident because you were momentarily blinded by sun, do you blame the sun and not pay for the damages?!? Thats why its called an accident!!! Its not like they had a crystal ball to predict this would happen!

    ReplyDelete
  132. My three movies came in the mail this morning, and all is right with my queue.
    Back to business as usual.

    Thanks Netflix!

    ReplyDelete
  133. Dear People at Netflix,

    In your email you said that my shipments were delayed. In addition, you said that maybe I didn't get your email about the shipments being delayed.

    I didn't notice that my shipments were delayed. In addition, I did see your email about the shipments being delayed.

    However, I see no reason to accept your 15% discount. Please bill me in full this month.

    ReplyDelete
  134. I have two 8-at-a-time plans, and netflix currently owes me 14 movies. NONE of them came today, despite promises that they shipped yesterday. I've tried to be patient, but this is ridiculous!

    ReplyDelete
  135. I think that you all did a great job of rectifying the problem and keeping your customers consistently updated. I also appreciate that you will be mailing out on Saturday as well.
    Not every system is perfect and the most important thing is that you admitted there was a flaw and worked hard to fix it. I still love Netflix!

    ReplyDelete
  136. I still want to say thanks for the credit despite the fact that a lot of people seem to disagree. I have the 2 movies at a time plan, and as someone with a job/friends/etc I don't always watch 2 every week. I did watch one movie this past week and not having another for the weekend is definitely not going to be the end of the world. I called my mom in another state to ask if she even knew about the delay, and with her 4 movie at a time plan she hadn't noticed yet. So thanks for the credit when to be honest I wouldn't have even noticed otherwise!

    ReplyDelete
  137. Netflix employee (oops)August 16, 2008 at 9:18 AM

    I'll go one better. Please charge me double this month, and send half the amount of DVDs. Thanks.

    ReplyDelete
  138. No, the local store doesn't go away but every time I go there they dont have what Im looking for and tell me they will call as soon as a copy comes in. They never do (Blockbuster btw). Tried going there different times of the day, still no good. Then there's the problem with the employees friends hanging out at the counter all the time, standing in front of the door smoking (cough choke gag), manager just doesnt seem to care what the employees do or dont do. Why bother going there when Netflix delivers?

    ReplyDelete
  139. My problem is that 5 of my last 8 movies are junk even though I cleaned them as directed by your staff

    ReplyDelete
  140. Yippee! Two movies today, 1 still MIA, or shipping "next Wednesday." I'm hoping by Monday they'll bump it back to my normal queue and ship the next in line which is available now.

    At least it's some semblance of normalcy again.

    ReplyDelete
  141. Well,it was a little frustrating,but I'm glad thing's seem to be back on track.My Netflix que looks...so far so good...knock on wood!
    I just recently re-started my netflix account.2 weeks of great service then along comes this glitch.I would love to know more about the problem netflix experienced.Certainly 3 day's is not an erternity but it was 3 day's.That's a long time for a major business like netflix do be down.

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  142. I can't believe all the comments praising the "wonderful service" and attacking those who post legitimate, yes, legitimate complaints. Netflix screwed up and didn't the deliver on the service for which they were hired and paid to provide. It's that simple. They even admit it. So why all the praise?

    There is no possible way that day after day after day of shipping delay could possibly be called "great", "super" or "wonderful".
    To all you boot-lickers out there either you work for Netflix and should be ashamed of yourself for being a paid corporate apologist or you have have all the spine of a rubber doormat for not standing up for yourself when you were just treated poorly by not receiving the service you paid for.

    I for one am not happy with the lack of service and have every right as a paying customer to express my displeasure. That doesn't make me a "whiney hater" as the brown-nosers claim. When my valid complaint is attacked you kiss-a$$ types really make me seriously consider canceling my service.

    ReplyDelete
  143. Congratulations on handling the situation well. Your stock has gone up despite the delay in service. Now that's what you call good management. Had I heard of the problem from an angry blog, I would have been more upset.

    Also, I think you guys were lucky b/c the Olympics are going on and people had something to watch...

    ReplyDelete
  144. Netflix is a great service and I just have one suggestion.
    I suggest you modify your operation to handle atleast a 50% to 100% increase in the demand load for the future.

    ReplyDelete
  145. my activity screen says you shipped one out on Thurs 8/14. I live in the same neighborhood as one of your distribution centers and ALWAYS get them next day. THIS one didn't arrive. I'm guessing you people just b.s.'d about the shipping dates to make it look good after your screw ups.
    I'll be cancelling out my order today.

    ReplyDelete
  146. I didn't get my shipment today on Saturday. It was supposed to be shipped on Tuesday. When I called the customer service, after 15 minutes on hold, she told me that they are not shipping today, so I can expect my movies on Tuesday. That makes it a full week of no service.

    ReplyDelete
  147. "They've all come to look for America " la de dah de dah.

    Well, folks, look no more. Read this thread. You've found us.

    ReplyDelete
  148. Hi, I have used Netflix for years now and this is the FIRST time any kind of major issue happened. So three cheers for the consistency and service over the years.

    One note thought which is wierd. You just sent me an email saying you had shipped a movie "CJ7" that was no longer on my queue as I had just shipped it back to you! It also isn't appearing on my queue as having been shipped.....so??

    Good luck on ironing out all the details and good to hear you're pretty much back to normal!

    ReplyDelete
  149. Thank you for being an upstanding and responsible company. Keep up the good work.

    ReplyDelete
  150. Blockbuster employee (oops!)

    I demand 25% not 15% you lameos!
    And while you are at it, why not give me a free year because my therapy sessions will be increased to twice a month for at least that long!

    I don't have a life so I come on this board and whine and cry and post multiple times as anonymous (betch you can't tell, either!)

    I really like Blockbuster's online service as they never send cracked dvds, they never send a dvd out of sequence from my queue, they never send a dvd to me from across the country and they certainly never send scratched/unplayable dvds either!

    Well, maybe one time I got a bad disc that I bet the mailman secretly opened up and scratched himself. To make up for this error that was clearly not their fault, Blockbuster gave me a coupon to go to the store and the store had every title I ever wanted to see in stock! So, I bought 3 bags of popcorn and some licorice that only cost me another $20 to go with my free movie.

    I recommend Blockbuster!

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  151. "I can't believe all the comments praising the "wonderful service" and attacking those who post legitimate, yes, legitimate complaints. Netflix screwed up and didn't the deliver on the service for which they were hired and paid to provide. It's that simple. They even admit it. So why all the praise?"

    The point of the praise from myself and I am sure most other people, is not because Netflix had a crash and did not ship DVDs. The praise comes from the fact that some of us are not so unreasonable as to understand sometimes companies run into issues and the services we pay for are not always rendered.

    From my personal experiences of all the companies I have dealt with concerning problems that keep services from being rendered, Netflix has done the best job so far in handling it. Probably the worst experiences I have had have been with my Cable/internet provider.

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  152. Congratulations on the Netflix team for handling this problem with maturity.

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  153. I received 7 out 8 of the movies due to me today. Fabulous work Netflix! And congratualtions for determing who the worst whiners are and making sure they got squat today! :P (cuz Im sure that's what they are thinking about why they didnt get nuthin today hee heee heeeeee I gots dvd's and you dont mwahahahaaaaaaaaaa)

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  154. This comment has been removed by the author.

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  155. I wish the communication about the queue problems would have been more clear (and sooner). I had added the deleted movies back to my list (not wanting to get DVDs out of series order) and by the time I realized they were added back, I was already being shipped duplicate DVDs.

    Thanks again, Netflix, for mediocre communication. Just another great service you offer.

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  156. lesson it's been a week as of today Saturday that I have received a dvd of any kind that's 25% of the time I paid for, right? Monday will be 30% we'll see if anything is there?? But 15 % doesn't make the cut here! at least tell us what happened?? your explanation of "issues" just creates more "issues" then it explains, after a week of this crap doesn't "your team" think we can handle it?

    your customer deserve an explanation not "issues"

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  157. Just wanted to report queue problems. Ever since the shipping troubles started, the movies that were getting shipped to me despite the problems were not getting removed from my queue.

    I've been manually deleting the movies I got in the mail out of my queue to hopefully avoid duplicate mailings...

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  158. I've always thought Netflix customer service was awesome . . . I still do!

    If you'd only told me that a 15% refund was being issued, I might have been frustrated and then resigned. But when you tell me that it's supposed to compensate me for your 3 days of outage, when you've obviously needed another 2 to 3 days to catch up, just doesn't sit right with me.

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  159. Congratulation.

    Good, job.

    I still wonder though, why you decline to reveal what's wrong.

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  160. So let's get this straight.

    Shoddy updates about downtime, then continued lying by saying 'DVDs will be shipped on day X', then when day X comes they're now shipping on day Y instead, and so on.

    And now, you are only offering 15% compensation when your service has affected your customers for 25% of the time? In my book this constitutes theft.

    And lest you think this is my just blowing steam on a blog, my name is Richard Handley, and I have just called and canceled my account.

    Chances are high that I am not the only one.

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  161. I think that cancelling your account was cutting off your nose to spite your face. Good luck with the Buster.

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  162. Netflix You Rock!!!
    A few days without DVD's, no problem, I caught up on some reading and “gasp“went outside. And then came home today to find a mailbox full of DVD’s
    Thanks for working so hard and for your honesty.

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  163. I am disappointed by Netflix because the communications they are putting out are misleading. I received an email from them stating "outstanding DVD shipments are being mailed today (Friday)." However when I logged into my account today, they are actually shipping movies today--which I confirmed by calling Netflix

    Clearly they are lying in the the information that they are releasing to the public. I calculate that I am at a 16% loss of movie watching time (which is greater than the discount they are offering me) Even if they were to up my refund to 20% I would be happy

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  164. I am disappointed by Netflix because the communications they are putting out are misleading. I received an email from them stating "outstanding DVD shipments are being mailed today (Friday)." However when I logged into my account today, they are actually shipping movies today--which I confirmed by calling Netflix

    Clearly they are lying in the the information that they are releasing to the public. I calculate that I am at a 16% loss of movie watching time (which is greater than the discount they are offering me) Even if they were to up my refund to 20% I would be happy --Brent Nelson

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  165. Not to add insult to injury, because some people are obviously seriously upset about what happened, but Boy!, these experiential paper-cuts sure do distinguish the glass-half-empty mindsets from the glass-half-full ones!

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  166. You hateful people make me sick, I hope Im not the only one.

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  167. "As far as the comments from the guy who "read stuff" online about what's going on, reporters are famous for getting facts wrong about stories all the time. Especially online news. Do you believe EVERYTHING you read online?"

    That's why I called them "rumors" and said no one knows what's going on. Thanks for stating the obvious though.

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  168. "Wish the communication about the queue problems would have been more clear (and sooner). I had added the deleted movies back to my list (not wanting to get DVDs out of series order) and by the time I realized they were added back, I was already being shipped duplicate DVDs."

    That's kind of what you get when you try to fix a problem that you don't have the luxury of understanding. Common sense would have told you to stand back and let them try to fix it.

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  169. Yay, I read a book. Please stop sending movies, but keep billing me. I love you!!! Hugs!!!

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  170. You're lucky to only have a 16% loss of movie watching time, I'm at 16.5%. That means they owe me an extra 1.5%.

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  171. Our movies came soon enough! Your service is fantastic, and a technical blip once and while is not going to change my mind about being a Netflix member.

    Thanks for your good service and cheerful attitudes!

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  172. After years of great service, Netflix is entitled to some downtime! The updates and continued communication with its members during this "crisis" was outstanding! Good job.

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  173. And now oddly all the movie descriptions are in BOLD

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  174. Wow, How fortunate we are that this qualifies as a "crisis." For a while there, I was afraid that the universe would simply collapse because our movies were delayed and there were a few technical glitches. Thank God the horror is over. I am still trembling. Fortunately the vomiting and blurred vision have passed. I am sure we will all need years of therapy for post traumatic stress disorder.

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  175. Haven't read any of the rumors, but, enjoying bitter irony as I do (and therefore a huge fan of this often acid etched blog!), I'm wondering if it had anything to do with the monthlong 1 DVD upgrade we were recently promised as our windfall settlement for that class action lawsuit, spurring some deranged malcontents to talk about filing another one!

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  176. I received at least 3 emails from Netflix this week to let me know of the problem and to apologize if I had not gotten the 1st email (which I had). Thank you. Although my queue said my disc was "processing" on Wed, I arrived home on Thurs afternoon and found my disc had been shipped on time (I usually have 1-day shipping since I live 40 miles to the nearest distribution center). So, I'm unconvinced that this problem had the widespread effect assumed by Netflix. My queue still gives the incorrect information, so it seems like the computer system is somewhat off-kilter.

    I appreciate the email updates and reasonable compensation, especially since I don't actually need it! ;) Netflix has a great service-- I have been a satisfied customer since 2005.

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  177. I can understand having a positive multiyear history with Netflix, but perahps some of us who are peeved at them right now haven't been with them long enough to have a great relationship. I've been signed up for less than 2 months and have had a bunch of missing or broken disks, which tack on another business week to get rectified, then get stuck with the week of no service. I feel that I do have a right to make my displeasure (in a reasonable manner) known and not be labeled a whiney hater...

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  178. I wrote rather a long blog post on this (it's here). The short version is, Netflix has systematic problems and this outage will recur if those problems are not addressed.

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  179. "I feel that I do have a right to make my displeasure (in a reasonable manner) known and not be labeled a whiney hater..."

    You've had an extremely sucky beginning. Of course you're displeased. Just keep close watch on yourself, and if you start to find yourself calculating your "movie loss percentage" then get professional help. :)

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  180. "I've been signed up for less than 2 months and have had a bunch of missing or broken disks, which tack on another business week to get rectified, then get stuck with the week of no service."

    Ya think at least a few of those might be damaged or missing on account of the post office?

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  181. Received all 4 of my movies today.

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  182. Everyone has been doing the math wrong - one month is 4.3 weeks, not 4 weeks. probably makes no difference in calcs, but I accept your apologies.

    An omnibus of thoughts:

    No one has the right to not be called a whiney hater in cyberspace. If you don't like being called a whiney hater, you should flame me.

    Irony

    I received the movies today that I was promised next Monday, do I get a movie credit for having them arrive early?

    sarcasm>

    More irritating than the outage (didn't really notice) is the Browse page told me Meet Bill is in my queue and I should Watch Instantly - Play Now!! AARGH!!! if you want to complain about service step in line behind mac users.

    that's back to irony>

    This is just plain curiosity no sarcasm, someone wrote they have two 8 disc plans and they are owed 14 movies... where does one find the time?

    & Don't get caught.

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  183. I agree with the 25% refund comments. My DVDs that should have been sent out on Tues or Wed instead should have been sent out on Fri, however, I did not receive them on Saturday which means I was in that 5% that got seriously screwed. So basically, to me, your service has been shutdown for 1 week (25% of the month)

    I guess I am kind of disappointed in whatever Disaster Recovery procedures you have; the company I work for (3PL company) has a target of 2 Hours, and we hit it, for service being restored in a MAJOR outage (and I am very incorporated with our DR procedures so I know the stats), 3 Days to recover is unacceptable.

    That being said, I really do applaud your refunds that you have given in the past. It is a belief of mine, when running a company, that if you disrupt a time-line that your customer expects a shipment on that your customer deserves a refund and/or an incentive for the trouble.

    thanks

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  184. I guess I'm one of the unlucky ones...should have received movies Wednesday, Friday, and Saturday this week...got none. Got a notice that one shipped today for Monday arrival, but one I sent in Wednesday still hasn't been acknowledged. So, I won't get any new releases next week either. 15% seemed reasonable for a 3-day delay, but my movies will be coming 5 days late and I'm missing out on New Releases, sort of a double-whammy.

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  185. [quote]"I've been signed up for less than 2 months and have had a bunch of missing or broken disks, which tack on another business week to get rectified, then get stuck with the week of no service."
    [/quote]
    [quote]
    Ya think at least a few of those might be damaged or missing on account of the post office?
    [/quote]

    You answer/rebuttal to that post means you don't understand the point of the comment. They lost a bunch of service due to broken discs, the reason is not applicable, and then they lose a week of service. Please step outside of your world and be able to put yourself in someone else's shoes.

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  186. So I dear you to send out some of those customer comment E-mails you send us all the time! bet you would get a lot of comments about this!

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  187. I'm really starting to get annoyed with Netflix, after being a customer for about 5 years. First, what is up with the customer service section of the website? In 2008 I can't e-mail my issue. I either have to select a canned problem/issue or call? It's 2008! Second, I'm extremely annoyed that after the shipping delay Netflix didn't send the correct movie. Now I have to call because I can't e-mail the simple request to send me the top movie on my list.
    Annoyed Customer!

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  188. Thanks for agreeing to a credit, but seeing as how Netflix took a week out of our time, and there are 4 weeks in a month, netflix owes its uses 25 PERCENT!

    T
    W
    E
    N
    T
    Y

    F
    I
    V
    E

    P
    E
    R
    C
    E
    N
    T

    BACK!!!!!!!!!!!!!!!!!!!!!!!

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  189. This thing is STILL a huge mess. I hope somebody from the mainstream media is reading this and will report that all is NOT well in Netflix-land.

    I can't believe the number of mainstream outlets that are buying into the Netflix's Kevin-Bacon-in-Animal-House "remain calm, all is well" propaganda, hook-line-and-sinker.

    Of all of these "I love Netflix, they can do no wrong" posts on this blog, I'll bet 8-9 out of 10 were posted by Netflix employees or surrogates and not "real" customers. With anonymous posting, it's not much of a lift to have your shills go to town and write nice thing about the company.

    If Netflix were an honest company, they would have provided a detailed technical press release that explains exactly what is going on with a timeline of events, the systems involved, the responses, the actual numbers of customers involved etc. And God forbid, actually hold a press conference. This lame talk of "issues" and "yay for us, we rock, we've shipped everything on Friday" is a load of crap.

    remember, it's not the misdeeed that sinks you, it's the cover-up.

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  190. "You answer/rebuttal to that post means you don't understand the point of the comment. They lost a bunch of service due to broken discs, the reason is not applicable, and then they lose a week of service. Please step outside of your world and be able to put yourself in someone else's shoes."

    Okay, trying... Let's see, broken disks are part of the game for everyone...not always Netflix's fault...shit happens...yeah, sorry, no dice.

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  191. Ok--

    I called Netflix to discuss my concerns with them, and I had a very professional conversation. What was very interesting was the different stories that I received on the same call from switching to a regular representative, a supervisor, and a Team Manager.

    I agree that this is really the only problem I've had with Netflix, but it also shows that they had very poor planning on how to handle a major problem, with poor communication and poor consistent messaging (it greatly varies on who you talked to)

    I don't intentend to cancel my service as I love the service, but this outage had showed how horribly unprepared Netflix really was with how to deal with the issue.

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  192. I'm just grateful to have your service. I think it's great, I like everything about it. considering Blockbuster charges $5 per movie this is a good deal. And so what if the movie's are a little late it's one weekend that I wasn't able to watch a movie. Don't worry about all the other immpatient a-holes I work with these kinds of people all day long on the phone too so i feel your pain.

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  193. I actually returned a disc on Thursday Aug 7(!) and got the new one today. No big deal, I sometimes get the same turnaround time when it takes them half a week to receive a disc and another half to ship it and they ship it from 3 day away, so this is nothing new really.

    I am annoyed by all thous "I love you Netflix!!! Charge me more!!! Thank you!"

    Neflix is a big company, not a charity organization, give me a break. If people want to vent, by all means let them. This is the place to do it and no harm comes from it. You want to praise NF, call them, don't tell us.

    Don't get me wrong, I do love NF, but I won't shoot compliments just because they messed up. I don't care about %15, maybe I'll use it to upgrade next month (so it will translate to movies).

    Let people vent, no harm comes from this and like me, some just need to let some steam out and see that they're not the only ones.

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  194. "I'm just grateful to have your service. I think it's great, I like everything about it. considering Blockbuster charges $5 per movie this is a good deal."

    Blockbuster has the 'Rewards' plan, rent one - get one free plus a free coupon every month. But, the 'free' once are only non-new release.

    At any case, NF's still better.

    BTW, if I wanted to read a book, I would do that, I don't need a disabled service for that and I wouldn't be here if I didn't cared about movies would I? :)

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  195. ariflius -

    Please take a moment and actually read the praise posted on this page. People are praising Netflix specifically "because Netflix had a crash and did not ship DVDs". People are praising them for their failure! I am not an unreasonable person, but am also capable of called a spade a spade - and in this case calling a lack of service exactly what it is: a lack of service. It's not "great", "super" or "wonderful". I paid for a service and it wasn't provided as promised. Netflix admits it. It's an undisputed fact.

    If you are happy with your nonexistent DVDs that's fine, but I expect the service I paid for and was promised. That's not unreasonable. Compared to the world's problems it's not a big deal, but is is what I paid them to do. It's their sole reason to exist as a business and they didn't do it. When the promised service is not provided I then have a right to voice my displeasure. The purpose of my post was to ask the spineless apologists how my legitimate complaint somehow makes me a "whiney hater"?

    I also understand that problems do occur sometimes and that nobody is perfect. A downtime of a few hours, or a very rare missed day of shipments could be explained away as normal. But a downtime of day after day after day after day? Netflix clearly didn't have a backup plan in place, didn't anticipate how to respond when the inevitable problems arose and based on the length of the outage didn't have an adequate "damage control" apparatus in place that was capable of diagnosing and repairing the problem.

    And just because your Cable/internet provider provides even worst customer service doesn't change the failure of Netflix to deliver their service as promised.

    Your and other posters here did finally help me make up my mind and decide to cancel my service with Netflix and switch to Blockbuster which allows local pick-ups. If this this level of service is considered to be "great", "super" and "wonderful" then I will be spending my money with the competition.

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  196. At about 5PM my queue showed that DVDs would ship Monday (since last Monday) - now my queue shows that DVDs were shipped Friday and should have arrived today - my mailbox is, of course, empty.

    Not only has Netflix been vague about the problem / solution - now they're re-writing history to do damage control.

    I'm through with this company.

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  197. [quote]At about 5PM my queue showed that DVDs would ship Monday (since last Monday) - now my queue shows that DVDs were shipped Friday and should have arrived today - my mailbox is, of course, empty.

    Not only has Netflix been vague about the problem / solution - now they're re-writing history to do damage control.

    I'm through with this company.
    [/quote]

    my thoughts exactly (almost). Though I won't cancel my membership I am highly disappointed with their DR abilities.



    [quote]
    "You answer/rebuttal to that post means you don't understand the point of the comment. They lost a bunch of service due to broken discs, the reason is not applicable, and then they lose a week of service. Please step outside of your world and be able to put yourself in someone else's shoes."

    Okay, trying... Let's see, broken disks are part of the game for everyone...not always Netflix's fault...shit happens...yeah, sorry, no dice.
    [/quote]

    so what are you trying to say? Your answer obviously states you can't read/understand english. What I was saying was it doesn't matter how their service was disrupted, the fact is that is was disrupted.

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