The Official Netflix Blog: End of Week Update

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.

410 comments:

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Arilifus said...: "[You]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."

I hope you find what you are looking for with Blockbuster. Too bad it won't be possible to get updates on how things work out for, the only downside of anonymous posting is you never quite really know who responses.

At least, I know that some of the petty name calling and sometimes childishness of fellow Netflix users will not sway me to a competitor.; August 16, 2008 9:34 PM
Brandon Fitzgerald said...: Nice one, Hastings! Finally it dawns on me that these suspiciously regular 'meltdowns' are strategically designed to weed-out and slough-off those unsatisfiable members that tie up all your Customer Service lines and would prefer to petulantly insist on a new DVD than wash off the previous viewer's Popsicle gunk. No wonder you are, and will for the foreseeable future remain, #1!; August 16, 2008 10:10 PM
Anonymous said...: I just want to point out two things.

1. Regular customers get a 15% discount when new customers get a 25% bonus.

2. If you took your car in for an oil change and found out they charged you, but didn't change the oil, would you praise them for it? (I honestly think you praisers would.) This is exactly what has happened here. Many people have paid for a service, and that service was not rendered. Yes, they are offering up a discount, however, it seems to me that they have skewed numbers and are hiding information from us members.

We were never told what the issues were. We were constantly being told something different from day to day. All calls to customer service were answered differently then the time before.

This type of customer service is appauling. I for one will be cancling my subscription, however, not until I have used it up. They are getting no more free money out of me. (yes, free money, that's what it is when they fail to provide a service that's been paid for!); August 16, 2008 10:31 PM
Anonymous said...: "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."

I'm sorry. When I am confronted with whining, my system goes haywire. It takes less time to cancel your account then it does to tell your life story on this blog.; August 16, 2008 10:50 PM
Anonymous said...: Let's face it : anyone of us that's still reading and posting on this blog has 'unresolved issues' of one kind or another. Only one of my considerably more psychologically viable friends that use Netflix even knew that there was an issue, let alone thought to comment on it. Will seek help.

ps. Waytogo Michael Phelps!!!; August 16, 2008 11:04 PM
Anonymous said...: arilifus -

Your [post] and [the comments of] 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.

Would knowing my name change anything for you? Would knowing my name make my statements any more or less true?

It is not the childishness of the Netflix users that sways me (disgusts, yes - sways, no). It is that I don't believe all such postings are from actual Netflix customers, but many are I suspect from such as I stated those who "should be ashamed of yourself for being a paid corporate apologist". There is way too much praise and happiness at not receiving the DVDs we paid for and were promised for all of the posts to be from merely spineless boot-licking customers. And if they aren't all from customers, well, that sways me.

I'm giving Blockbuster a try.; August 16, 2008 11:17 PM
Anonymous said...: brandon fitzgerald said...
Nice one, Hastings! Finally it dawns on me that these suspiciously regular 'meltdowns' are strategically designed to weed-out and slough-off those unsatisfiable members that tie up all your Customer Service lines and would prefer to petulantly insist on a new DVD than wash off the previous viewer's Popsicle gunk. No wonder you are, and will for the foreseeable future remain, #1!

This suggests something I hadn't considered before. News stories about the recent shipping issues mention that about 1/3 of Netflix subscribers were affected. Example from AP: "The outage held up shipments for about a third of the company's 8.4 million subscribers, meaning the total value of the credits could run into the millions of dollars."

Which would mean that on any given week, 2/3 of Netflix subscribers are not actively using the service. Obviously the vast majority, if not all, profits come from this 2/3 of subscribers who pay but are relatively inactive. Given that apparent fact, Netflix may cynically calculate that if the way they treat the affected 1/3 causes the loss of those expensive customers, well that might not be such a bad thing.

P.S. I'm sure I read somewhere that Netflix cleans each DVD before it is shipped, which makes you wonder why they sometimes arrive covered with a previous viewer's Popsicle gunk.; August 16, 2008 11:42 PM
brandon said...: Anon #198 -

Thanks, although I was only half joking; but maybe you were too, even if about the other half (I'm so confused)? They do wipe the discs with a cloth, but some of the ones I've received over the years would need to go through a a car wash to make them playable, something for which I hold my fellow popsicle lovers responsible, not the poor shippers who are trying their best to get them out to us before the screaming starts.; August 17, 2008 12:39 AM
Anonymous said...: Just spoke with a very rude customer service rep about why the top two choices in my queue have been passed up 3-times even though they are available "now". She kept talking about how available "now" is not always true. The definition of now is immediately. I’m still a little confused on this one.

I called Netflix to only talk about the queue problem, but after trying to get information out of this bad-mannered rep…I decided to ask some questions and complain about not receiving movies this past week.

I asked about getting 25% off since my family has been without DVD's for a week. Netflix feels that 15% off is more then generous, since they were able to ship 3 out of the 5 days business days. Netflix has also decided that since they were able to ship for 3 days, we, the customers did receive DVD’s this past week and that we could not have gone a week without receiving one……so 15% is more then enough.

I mailed back 3 movies last Sunday so they went out on Monday and here is what is happening:

1st one….expected delivery Saturday…where was it? Never showed up. Hopefully will be here Monday…mmmmm…isn’t that a week?
2nd one …expected delivery Monday….once again….isn’t that a week?
3rd one…..not shipping till this coming Wednesday….huh….I believe that is over a week.

And we are only getting 15% off and my top 2-choice keep getting passed up even though they are available “now”. I’m heading over to Blockbuster and Hollywood’s websites to see what they have to offer.

I can handle a glitch in the system, but rude, nasty, impolite, disrespectful customer service reps. Never!!!; August 17, 2008 1:31 AM
Anonymous said...: They do wipe the discs with a cloth, but some of the ones I've received over the years would need to go through a a car wash to make them playable, something for which I hold my fellow popsicle lovers responsible, not the poor shippers who are trying their best to get them out to us before the screaming starts.

Thanks, I've had the same experience and I genuinely wondered how both things could be true (that they clean them and that they sometimes arrive covered with mystery gunk) and I never considered it's because they only do a dry wipe.

As for the other (the active 1/3 of Netflix subscribers being somewhat expendable), I'm not saying it's necessarily true, just saying it makes you think.

- Anon #198; August 17, 2008 1:32 AM
b.f. said...: You're fun, 198; wish more people here were. To be clear (something I usually try hard to avoid), the joke half was that Flexnit was manufacturing 'crises', and the serious half was - and here's where we agree - that I don't believe they fret unduly when the more demanding and moody (ergo most likely unprofitable) renters stomp off to BB to get even further crushed by adversity.; August 17, 2008 2:43 AM
Anonymous said...: It's interesting how the press is robotically reporting "the problem is fixed" per the Netflix propaganda when it clearly isn't.

Why isn't anyone doing any "real" reporting on this story?

By the way, I am on the one disk at a time plan, and my queue is still showing a movie at home that I returned last week. And don't tell me "the post office might have lost it." In the time I've been with Netflix, *every* one of my disks was received by the distribution center the next day.

By the way, I never received one of these "our system is broke" e-mails that every is holding up as an example of great customer service, which makes me wonder if I'm going to see the paltry 15% refund.

What really burns me is their system won't let me complain about the "missing" disk until Monday; and then they will probably just ship the next (unthrottled, non-new-release) movie in my queue. If I'm lucky, I MIGHT see a movie on Wednesday.

Netflix lies. Netflix sucks.; August 17, 2008 2:45 AM
Anonymous said...: Here are a couple of things alot of people have probably not recognized:

Each time you move up in "plan", the cost per DVD goes up. Case in point;
6 at a time plan - $35.99
3 at a time plan - $16.99

The 6 at a time plan is $2.01 more then two 3 at a time plans. With most companies out there, the bigger the plan you choose the bigger the discount you get.

Someone had mentioned in an earlier post that it costs netflix .76 to mail a dvd, thusly both ways costng 1.52. Now, if you choose the 3 at a time plan, get three movies a week, it would cost them $18.24 just to mail you your $16.99 movies. Come on people, think about that, it does NOT cost them that much to mail out DVDs. They would have gone bankrupt in the first month.

Plain and simple, Netflix messed up, tried to fix it and failed.

My queue was finally updated last night to say that 2 of the 3 dvds that were supposed to have shipped out Wednesday (I mailed movies back on Friday the 8th), shipped out on Friday with an estimated delivery date of Monday. Now in the past, if I mailed movies back on Friday or even Saturday, they were checked in on Monday. New movies from my queue were then shipped out to me on Tuesday and arrived on Wednesday. Any time they have ever shipped out on a Friday they have always arrived on Saturday. Which to me means they did not actually ship out on Friday, but instead Saturday but they state it was Friday. Now, for me that counts as a 5 day delay in shipping (because they state they were shipping on Saturday). That's 5 out of a possible 21 shipping days that nothing was sent out. Meaning 24% loss for me. 15% does not cut it.; August 17, 2008 6:02 AM
Anonymous said...: Like many here, my queue was screwed up, my top movies disappeared into digital data heaven, and I have one movie that still says "Shipping Tuesday" (that I received Friday). However Saturday morning all my missing movies had moved into my queue and all my movies had shipped and I got them yesterday. The ironic part was that my billing date for August was like the day before everything went haywire.; August 17, 2008 6:25 AM
Anonymous said...: The way a company handles a customer service issue is what I always remember. Kudos to you! I appreciate the fact that you explained the problem with such a personal touch and kept us well informed throughout the process. The credit is great too. What more can we ask for? Enjoy what is sure to be a better week for you all.; August 17, 2008 6:48 AM
Anonymous said...: I too will remember the customer service. The e-mail I didn't get. The lies. The obfuscation. The corporate shills that posted on this blog. The wait times for a CSR on the phone. The CSR saying things totally at odds with what was posted on the web. The non-refund. The lack of a full explanation of what really went wrong.

I will also remember the compliant mainstream media sleeping on the story.; August 17, 2008 7:14 AM
Anonymous said...: "I appreciate the fact that you explained the problem with such a personal touch and kept us well informed throughout the process."

Ah yes, the MASS EMAIL that some didn't get, and the warning to not re-add movies disappeared from your queue because it's part of their "fixes" that never came leading to duplicate shipments.

Great communication and customer service indeed. Sadly for those who would label me a whiney hater, it's not enough to make me drop Netflix...; August 17, 2008 8:38 AM
Anonymous said...: "And God forbid, actually hold a press conference."

A press conference? Seriously?; August 17, 2008 9:00 AM
Anonymous said...: "it's not enough to make me drop Netflix..."

Which is the bottom line, isn't it?; August 17, 2008 9:07 AM
Anonymous said...: Kinda sucked when I didnt get my movies but life goes on...I have them now....its all good.; August 17, 2008 9:35 AM
Anonymous said...: "And God forbid, actually hold a press conference."

"A press conference? Seriously?"

-----------

Ditto that : SERIOUSLY????? I believe that at that relatively insignificant level of corporate debacle they just have their spokesperson 'issue statements'. Now, when Sony and Microsoft announce a joint venture to buy them out, well THEN one might expect a news conference....; August 17, 2008 10:12 AM
Anonymous said...: Down grade folks if they can't handle the load of all of us anymore! maybe give them a "break" and down grade your subscriptions by one or two movies next month!

they took my money on the 11TH and on the 12th they shut down! now I had a 4 at a time "unlimited" Ha ha since last winter they never came through with that either it was always 3 at a time and another a day or two later! never did get my 4 at a time subscription!

so I say down grade! hit'em were it hurts them! and gee wiz we get a 15% discount two! WOW! so they wont tell us whats happening they won't ship us movies when they say?

Down grade and show them how you feel that's what they'll lesson too and that's what we all should do!; August 17, 2008 10:24 AM
Les Walker said...: I would like to know a way to have them decline my 15% refund. They do such a great job all the time, I could care less if it takes a couple of days longer once in a while to get a movie here.

Les; August 17, 2008 10:37 AM
Anonymous said...: Thanks for the great service 99% of the time. Anyone that complains just has to try Blockbuster and see how bad they handle things; August 17, 2008 11:00 AM
Mike said...: Les, call customer service at 877-638-3549 (although as a 'corporate shill' you'll of course know that number by heart ;-). I'm sure they'd welcome getting some friendly, positive feedback. Except that it's probably more trouble than it's worth to them to exclude certain accounts rather than just making the adjustment across the board. I'd happily donate my own 15% to one of these grumpies if it would help them lighten up a bit and put away their calculators.; August 17, 2008 11:06 AM
Anonymous said...: Why do I have 2 movies "out" when I returned them two weeks ago!?! I don't se any difference in my billing statement, and can't find one single working link to "contact us" anywhere on the sight! I'll cancel my subscribtion now, I understand all the delays, but it's now Sunday, and I don't have any movies... I am not paying for 2 weeks without a new shipment, this is ridiculous. nyone know how I can REALLY contact Netflix!?!; August 17, 2008 11:23 AM
Mike said...: Netflix Phone Numbers

Corporate: (408) 540-3700
Customer Service: (800) 585-8131
Customer Service: (888) 638-3549
Customer Service: (800) 279-5688
Customer Service: (800) 715-2120

Address

100 Winchester Circle,
Los Gatos, CA 95032; August 17, 2008 11:44 AM
Anonymous said...: Just so you guys know, your relationship with Netflix is not familial, amicable or romantic, as some of you seem to imagine. It is strictly a business relationship. If unexpected circumstances ever prevent you from (pre)paying for your service in full, Netflix will not gratefully accept your partial payment, pat you on the back and tell you what a wonderful customer you've been all these years. It will cancel your ass until you can pay in full. Nothing personal, just business.

If you don't want to beat up on the employees of Netflix, that's fine, I wouldn't do that either. But if you are being understanding of Netflix's screwup because that's what friends do for each other, you may either have low self-esteem or not be entirely in touch with the reality of the situation.; August 17, 2008 12:18 PM
Anonymous said...: >> They do such a great
>> job all the time, I
>> could care less if it
>> takes a couple of days
>> longer once in a while
>> to get a movie here.

Les

Les, I couldn't agree more with you. Somehow I knew I would find a violent sloth of petulant shrews confronting the company with various threats of I'm taking it elsewhere.

Go ahead.

I'd suggest you try blockbuster. And, indeed, go ahead and rent the movies from the store, and forget to bring them back for a few days. Drive over to the store to find out that the movies you want, are no longer there because they are sold out.

You want to go back to the old business model? Go. Right. Ahead.

for me -- it's very clear. Netflix delivers a very valuable SERVICE to me (it's not really a product, they aren't producing the movies).

In fact, I think Netflix has acted admirably. They screwed something up. And then, they did something that is very rare: They not only acknowledged their screw up BUT ALSO took action in the form of immediate credits sytem wide. We're talking about millions of dollars in credits.

At 8 million customers, with a 15% credit. It seems like accounts seem to go for somewhere between $10 and $30 per month; therefore, the credits per account are somewhere between $1.50 and $4.50 per account. Consequently, at minimum, they credited $12 million and at maximum around $40 million.

That's not chumpchange. the fact that they too this immediate corrective actions speaks volumes about their level of responsibility and their ability to take immediate action.

Incidentally, for each of the penny-ante whiners that have polluted the entire exchange here -- How long do you think it would take you to get approval for a $40 million credit at your company?

A day or two?

Lighten up everyone. Mistakes happen. Even corporations make mistakes -- they have tried very hard to make it right and they should be congratulated for that aspect of taking responsibility.

In fact, in the great irony or ironies. I'm an attorney. Moreover, I'm an attorney that is clearly involved in a significant class action suit. I can't imagine bringing a lawsuit against Netflix for this minor breach of their consumer agreement, particularly when they already took responsibility.

Lighten up everyone.

Sheesh!

cek.; August 17, 2008 12:54 PM
Anonymous said...: At 8 million customers, with a 15% credit. It seems like accounts seem to go for somewhere between $10 and $30 per month; therefore, the credits per account are somewhere between $1.50 and $4.50 per account. Consequently, at minimum, they credited $12 million and at maximum around $40 million.

For an attorney, you don't read so well. Netflix has said they will credit "all of you whose shipments have been delayed", not all subscribers. News reports put the number at about a third of the customers. I'll be sure to avoid employing attorneys with your initials.; August 17, 2008 1:18 PM
Anonymous said...: "But if you are being understanding of Netflix's screwup because that's what friends do for each other, you may either have low self-esteem or not be entirely in touch with the reality of the situation."

Personally, I'm not "understanding of a screwup", and yes this is "just business". It's just that my business relationship with Netflix over time has been good value for my money and I'm not going to color the business relationship based on what is so far a one-off extended disruption of service. Especially when it's had only an annoyance-level influence on my own "business". It just hasn't cost me that much and I look forward to a mutually beneficial business relationship going forward.; August 17, 2008 1:58 PM
Anonymous said...: cek -

Paid corporate apologists like you are exactly why I am am taking my business elsewhere.

So now those of us with a legitimate complaint because we didn't receive the DVDs we paid for and were promised are both "whiney haters" and according to you "a violent sloth of petulant shrews". You say you are an attorney (yeah, right) yet lower yourself to name-calling?

And it wasn't "a day or two" as you incorrectly claim. It's now approaching a week for many of us.

As I already mentioned:

"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 with Blockbuster I'm not as you again incorrectly claim "going back to the old business model". They allow local pick-ups in addition to mailing the movies. There are blue Blockbuster envelopes in the mail just like red Netflix ones.

Your false claims, name calling and outright lies on behalf of your corporate master make me sick.; August 17, 2008 2:34 PM
Anonymous said...: cek -

You just couldn't resist insulting other costumers could you? It's people like you that will turn me over to BB, not NF downtime, that I can live with.

I'm okay with NF mess-up, I can understand it, but I will not go waltzing with praises!

That's what gets me, that some people put a business before people, praise a cooperation and insult the end user. Can you not make an argument without insulting??

Good luck as an attorney!; August 17, 2008 3:09 PM
Anonymous said...: An ode to Netflix (who I know loves me):

Oh Netflix! Don't let it make you sad that all those oh-so mean people say any bad things about you! None of it is true!

We all really think you're super-duper!

So what if you accepted my money and promised to send me movies and then didn't? That makes you wonderful to me!

Many days ago I went out to my mailbox but the movie I planned to watch that night wasn't there. That's OK! As other people suggested that gave me a chance to read a book! Thank you Netflix!

I went out to my mailbox the next day but the movies I knew you would send (because you are so superb!) weren't there either. I was about to be sad, but you are so fabulous that I could only be happy! I love you so much!

I next day I was very excited! You sent me an email (Yes, sent an actual email to little old me!). Being so sweet and letting me know you had been having a problem was so cool. That's OK! You are so marvelous that even if you don't send my movies you are still my special friend! You said the movies would be delivered today, but you a such a silly kidder! Hah, you got me! There were no movies that day either! You are so great.

Oh my. Now you said you were going to give me a refund. I don't want a refund! You can be so much wacky fun! I know you are a big big company and you need my money for important stuff - so go ahead and just keep it. That's just one more way to show how much I love you right back because you're so fantastic to me.

Oh! You got me again! You said my movies would be there today but they still weren't! You are so excellent the way you totally made me believe you and then still didn't send my movies! When the power company says the electricity will come back on they do it. When the cable company fixes the TV signal it only takes a few hours at the most. When the internet stops the company only takes a short while to turn it back on. But not you! You are so much fun! It's been days now and you still haven't fixed anything. You are so great.

I know that running a power grid or managing a cable TV system or providing a worldwide internet connection is complex. But geesh, don't all the "whiney haters" that complained realize what you do? You have to get your DVDs back, open them, pick a new one from the top of everybody's individual list, and then mail a whole new DVD again! That's so complex I wonder how you even do it! Only because you are so super could you handle such a elaborate task! That's much tougher than what those other guys do, so if you need a bunch of days because your system you had couldn't do the job - well that's just peachy with me!

You guys are such kidders! That's so funny! I couldn't stop laughing when I saw my mailbox still didn't have the movies I wanted! You totally got me again. I'm such a dufus for actually falling for it when you told me the movies were really sent this time! That you can fool me over and over shows how great you are! You're the best!

Your loyal and loving pal 4ever & ever :-); August 17, 2008 3:49 PM
Anonymous said...: An ode to Netflix (who I know loves me):

Thank you for that. You made my day.; August 17, 2008 4:37 PM
poppies are fun! said...: failure of Netflix to deliver their service as promised.

They had a technical problem, fixed it, and compensating the customer.

WHAT MORE DO THE CRYING, PANTY-SOILING ASSCLOWNS WANT?

Do they want Reed Hastings to personally visit, give a heartfelt apology and fellate them?

The reason people kick the complainers is that no sane person can understand what they want.

And some of us wonder how the blubbering little pussies react when the REAL problem happens, like the death of a friend or family member or a bad car accident. They must become catatonic for months and have to be hooked up to a life support machine!

It's annoying because it's yet another manifestation of the pampered, self important Western attitude, and these people NEED to be kicked in the nuts, even if only verbally on a message board, but they are self centered idiots in desperate need of a solid shot to the crotch to put some reality into their tiny, malfunctioning heads.

And I guarantee 95% of the complainers are white folks. Absofrickenlutely guarantee it.; August 17, 2008 4:44 PM
Anonymous said...: poppie junkie -

I see you are a racist from some third-world hellhole so I will try to explain what you clearly do not understand.

Here in the civilized world we have this thing called free speech. That means than when a company promises to do something, accepts money to do that thing, and then fails to do so, people who gave the company money have a right to express themselves and state their displeasure.

That hardly makes us "self-important", "pampered" or in need of a "kick in the nuts".

The service stoppage went on for far too long and people want to know why. We also want it to not happen again. If Netflix thinks not shipping DVDs for many days is OK, then there will be no incentive for them to properly fix their shipping system. We are letting them know their prolonged shipping failure is not acceptable, and thus encouraging them to spend the money to prevent such a long event from happening in the future.

I can't believe you compared this with the death of a family member because of course it isn't, but that hardly means that we are not entitled to have our opinion and express it to the company that accepts our money.

I wish you the best in your efforts to someday become an adult member of a functioning free and civil society because as of now you clearly have a very long way to.; August 17, 2008 5:10 PM
Anonymous said...: Well, I wish we'd see a new corporate post, really explaining the source of the problem. But then, surely we haven't exhausted the list of possible conspiracies?; August 17, 2008 5:16 PM
Anonymous said...: Uh oh...I got a bill on my credit card statement and it doesn't seem like there was a 15% credit in there ... :S; August 17, 2008 5:19 PM
Anonymous said...: Poppies--

Let me get this straight. You guarantee that the vast majority of non-white folks can be ripped off without complaint, and you strongly approve. Now tell the truth, you own one of those sleazy check-cashing stores, don't you?; August 17, 2008 5:35 PM
Anonymous said...: BS. I have received the same unsolicited 'bonus materials' 3 times... the last was received on Saturday. WHATEVER! I am gong back to buying moving (at this point it may be cheaper) from a discount house.; August 17, 2008 6:14 PM
Anonymous said...: The blogs are great! An attorney is 'satisfied' with the service over the past week? Try the past 2 weeks of getting the same DVD that I did not ORDER! There is nothing on their website that allows you to give a statement and get satisfaction. What is going on? I feel like 'Groundhog Day', I keep getting the same thing over, and over and over. HELP! I don't even do drugs and am not a big SciFi can, yet I feel like I am in a time warp.; August 17, 2008 6:19 PM
Anonymous said...: Poppies--

This blog is a NF blog. It's not life and death, it's not national security or a natural disaster site. This means that people are here to do just that, complain because they're upset. If you're paying for something you don't really care about, that's your problem. For some here, that don't have cable or anything like that, those movies are the only 'cheep getaway' in a hard working week.

But you, what are you doing here? You're totally fine with NF, but have to bash the people who are here (not on the phone, bothering NF), just to write a few words that they're upset?

For that they (and not God forbid NF!) should be attacked??

Most posts here are supportive for NF!! Poor costumer want to write a few words in a blog because his service was disrupted and he get attacked...

You take care.; August 17, 2008 7:17 PM
Tulip said...: Uh-oh.....getting ugly......; August 17, 2008 7:41 PM
Greg said...: The thing I appreciated during your glitch was your willingness to accept responsibility and to correct the problem as soon as possible. You kept us informed throughout the problem. For the amount of members you have I think you run the operation very effectively. Keep up the good work!; August 17, 2008 7:43 PM
Arilifus said...: The comments about the "paid corporate apologists" never ceases to give me a good laugh. I just really hope that people that talk about this are the kind that just say (or in this case type) things before they even think about them. Because if they actually think everyone here satisfied with the compensation is being paid to say so, then their perceptual reality is very scary.

If people are getting paid to come on to blogs and forums to make a company look good, I need to find a new job because I work way too hard to get pay checks. Apparently I have already been earning a wage in some peoples minds.; August 17, 2008 8:15 PM
Dom From Hell said...: Wow, I just wished I had discovered this blog earlier!! It wouldn't have replaced the reading I did from not having movies, but it would have been far more entertaining (as it is, it is now extra reading)! I did receive some movies, and I did not mess up my queue, because I was smart enough to see the bright warning sign that greets you as you log in to your netflix page, with the "click here to learn more" that further expands the warning with more information. In any event, I did receive some e-mails from NF, but a day late, and a dollar short (what percentage of the 15% is that), and I must say, I was annoyed. I heard that the cause of the problem was because the Europeans (CERN) brought the LHC (Large Hadron Collider) on line sooner than the Sep 10 "official" test date, and created a miniature short lived black hole, that traveled to Los Gatos, in Cali, where it attacked the "Colossus" NF server, causing the outage, as techs tried to re-boot the server, they were eaten up by the black hole, hence the long duration of the outage. Of interest, due to the nature of the black hole, extreme quantum field fluctuations were all abound the location, and thus, being "Los Gatos" (the cats, in Spanish), strange variations of Schrödinger cat experiment kept occurring, however they involved the collapse of the wave function of the people concerned with their financial data, and the result was that information magically appearing in Nigerian and Russian hackers' computers. As I stated, while it was an annoyance, it was not the end of the world, we had the Olympics (Michael Phelps comes to mind), and a lot of newsworthy events, Russia invaded Georgia, and Georgia asked for Washington's help (if you ask me, Alabama is closer), and work, you know, to stimulate the economy. As to really irritate me, to the point of nearly leaving (or perhaps leave), all NF has to do, is simply to acquiesce to those i-Phone toting, i-Pod listening, no good Mac loving whiners, with a "Watch Instantly" option. They are the ones that chose to overpay for a proprietary product that is compatible with squat. F*ck'em I say, let them pay for their movies and TV on "i-Tunes", funnel that money to Steve Jobs!! As for me, I've got the X-box good and ready! And before I get labeled and Evil empire minion, I must say, I have a really nice dual boot machine, with Windo$e, for the essentials, and Linux, for everyday life!!; August 17, 2008 8:20 PM
Anonymous said...: Dom From Hell -

I see, it's okay to hate Apple. You just couldn't find another blog to stick this right?

Enjoy you time in Hell.; August 17, 2008 8:48 PM
Anonymous said...: Netflix should serve as a model to other businesses... it's one of the few I respect. People are so unforgiving. You get perfect and prompt service all of the time... relax and quit being so cheap!; August 17, 2008 8:52 PM
Anonymous said...: arilifus -

Would you prefer that those who are gushing their love for Netfilx's behavior in failing to ship the DVDs their customers paid for were actually unpaid corporate apologists? At least if they were being paid (or are Netflix employees or stockholders) there would be some reason for their pathetic behavior at being happy because they didn't get the service they paid for.

Do you think it is "great", "super" and "wonderful" that your DVDs weren't shipped as they were supposed to be?; August 17, 2008 8:53 PM
Anonymous said...: Dumb from Hell -

"those i-Phone toting, i-Pod listening, no good Mac loving whiners, with a "Watch Instantly" option. They are the ones that chose to overpay for a proprietary product that is compatible with squat. F*ck'em I say, let them pay for their movies and TV on "i-Tunes""

You hate people because they use a different product then yours?

I've seen plenty of people attacking MS, but not their users. Talk about hateful! No Apple user is attacking other users like the ones here defending poor ole NF.

Glad you found a good place for you and your machine.; August 17, 2008 9:03 PM
Anonymous said...: Don't you guys recognize sarcasm when you see it?

"An ode to Netflix (who I know loves me)" and Dom's elaborate conspiracy theory (complete with black holes) are sarcasm. Stop being so touchy about your precious apple/mac/ipod and try to lighten up a bit...; August 17, 2008 9:10 PM
Anonymous said...: They can't lighten up; it would mitigate the precious appearance of victimhood to which they so tightly cling.

Reading through these melodramatic cries of outrage and all the "big bad mean ol' company" rhetoric has been half entertaining, and half sadly instructive as a microcosm of our "gimme gimme" culture.

Forget Atlas - it would be poetic justice to see Netflix Shrug.; August 17, 2008 9:50 PM
David Wallace said...: I am really amazed how many people post comments "anonymously." Either you are too lazy to fill out the two fields required to personalize your comment or you haven't courage to put a real name behind your opinions.

It also makes it really difficult to follow the conversation. C'mon people, if you really want to hide, at least use a fake name and have some imagination beyond "anonymous." ;); August 17, 2008 11:34 PM
Anonymous said...: It's funny how no one praises others when they do an outstanding job and give outstanding service for yeeears, without a fuck-up. But one problem and they are ripping them to shreads. I hope all the over-indulged fat American assholes who went crazy over this minor incident, fall victim to identity theft, and have all their cash taken from them. Lets see how these weak scumbags deal with a REAL crisis. I see its not so hard to please Americans; just send them the NEW RELEASES. No matter how garbage mainstream trash they are, as long as they are the absolute NEWEST RELEASES. Americans gotta have the newest thing, even when it is garbage. They feel they are entitled to the best because they are Americans. Personally I have received over 100 dvd's from Netflix, never got a damaged one. Its probably because i dont look at mainstream Hollywood crap. Those titles are damaged because the mentality of people who watch this shit treat others belongings the same way they treat other people. I want to commend Netflix for their amazing selection of World cinema and underground titles, no one can compete with them. The uneducated and uncultured, (those who refuse to read subtitles, etc) should switch over to Blockbuster. Thats what they deserve, and Im sure Blockbuster has all the Batmans, and Sex and the City installments that you need to feed your feeble little American minds. And to all the nitpickers going crazy over the percentage that you are getting back; shut the fuck up go collect bottles to make up that 3 dollar difference. How embarressing to be an American these days....; August 17, 2008 11:51 PM
Anonymous said...: anonymous said...
But one problem and they are ripping them to shreads.

Clearly only an uneducated fat American would bother to spell correctly.

I hope all the over-indulged fat American assholes who went crazy over this minor incident, fall victim to identity theft, and have all their cash taken from them.

Yes, thank God the people who disagreed with them didn't go crazy and do anything like post insane rants!

I see its not so hard to please Americans; just send them the NEW RELEASES. No matter how garbage mainstream trash they are, as long as they are the absolute NEWEST RELEASES.

Exactly. Anyone is who not a dumb fat American knows that movies are like wine, and are not fit to consume until they are aged for years.

They feel they are entitled to the best because they are Americans.

Right, any decent person expects only the mediocre.

Its probably because i dont look at mainstream Hollywood crap.

You are so cool you are practically a god in my eyes. If I wasn't a fat uncultured American I would dream someday of being as cool as you.

And to all the nitpickers going crazy over the percentage that you are getting back; shut the fuck up go collect bottles to make up that 3 dollar difference.

Only a stupid fat American would donate only to charities. Smart people from enlightened non-American cultures donate their money only to rich corporations.

How embarressing to be an American these days....

Indeed.; August 18, 2008 1:04 AM
Tod said...: I hope all the over-indulged fat American assholes who went crazy over this minor incident, fall victim to identity theft, and have all their cash taken from them.

Luckily, Americans can at least read English. Out of all the compliments on this blog, at a time when the service was down, you pick the few that voiced a complain against a multi dollar corporation.

I guess unless it's a real disaster, a costumer should be just paying without asking questions or (God forbid!) voice a complaint.

At least Americans don't spend their time trolling blogs, siding with a movie rental company to write the nastiest of things on fellows users.

Netflix, which is all non-Americans, need people like you to protect it.

You know what, you're right, I think all Americans should hereby cancel their account! Then Netflix would really flourish!

And thank you for your kind words.; August 18, 2008 3:41 AM
Anonymous said...: I thought netflix did a great job handling this situation. After this past week's incident, I've only had a problem with netflix one other time (and I'm sure it was our mailcarriers fault, not Netflix's).

The fact that you all emailed all of your members, kept us up-to-date on your progress and credited our accounts automatically - you all are definitely one of the better internet based companies.

Thanks for everything, keep it up!; August 18, 2008 6:22 AM
Peter H. said...: The inter 'costumer' rants are a fun read but not terribly useful, since the primary purpose of this blog is to give Netflix' development teams feedback, be it positive or negative, just as a test audience might at a movie screening (quote : "We hope this will be a great forum for us to talk about what we are doing, and for you to tell us what you think"). Throwing drinks in each others faces doesn't really help them or us, entertaining as it is.; August 18, 2008 7:06 AM
Toby and Terra said...: I'm not "whining". I am simply questioning why 15% equals a week or longer of no movies being received in addition to the fact that our queues are "losing" movies (which is an inconvenience).
Why do new customers get an additonal week free, while established customers get 15% off for all their loyalty and trouble.

In no way am I angry that this has happened. Stuff happens. The entire world seems to operate by computer now and a little problem can become a BIG problem quickly. I understand that sort of thing.

What I am upset about is the slap in the face we, as customers, have received from Netflix over the situation.

Today, our queue shows 2 movies shipped an that the 3rd won't ship till Thursday! Thursday? What's up with that? If that's correct (and with the messed up queues who knows if it is), we will have gone nearly 2 weeks without receiving 3 movies (which is the plan we pay for).

Netflix is a service which we pay for. When I don't get the service I'm paying for I am inclined not to pay for it. That's just how business works.

I hope Netflix wakes up and realizes the bad PR they are creating for themselves. Granted, Blockbuster is not known for being anybetter, but less than 2 blocks away from my house is a friendly video rental store that's looking better and better all the time. Netflix is only a better deal than the local store if I actually get what I'm paying for.; August 18, 2008 7:11 AM
Tod said...: "The inter 'costumer' rants are a fun read but not terribly useful, since the primary purpose of this blog is to give Netflix' development teams feedback, be it positive or negative"

It seems that the negatives are being rewarded with insults here. Feedback means that you get the whole spectrum, not just positive.; August 18, 2008 7:31 AM
Robert said...: T & T - A fair complaint, but don't forget that NF has all the data about how many people did and didn't get their movies last week, and 15% is most likely the average loss - like I got 2 out of 3 movies, while you and others got none. In a perfect world I'd get 5% and you guys would get 25%, but.... you know ..... And aren't we basically talking about the price of a cup of coffee one way or the other here? Which, btw, I'd be more than happy to send you to ease my burden of guilt and restore order to the Universe if you have nice impersonal PO Box #! As for the local video store, why not do both? I get all my 'World Cinema' from NF and my 'Hollywood Crap' round the corner. Works great.; August 18, 2008 7:54 AM
Anonymous said...: Last week we returned a movie in Tuesday's mail. Wednesday morning our account said a movie would be sent that day. Wednesday night it gave a title and said it was being processed. Thursday the title was gone and it said something would be sent Friday. Then all the mess came to the surface.

Friday night it said the movie had been sent Thursday and then it said the movie had been sent Friday.

The arrival date was to be Sat. On Saturday we got an email saying it had been sent Thurs and we'd get it Fri. We didn't. We also got an email saying it had been sent Fri and we'd get it Sat. We didn't.

We did not get it Friday or Saturday or today (Monday 8/18).

Now what? We're willing to try and work this out but the site headline makes it appear all is fixed and all DVDs have been sent out so are we an anomaly or is the news really not so great that all is fine?; August 18, 2008 8:22 AM
Anonymous said...: First off I see that contacting Netflix by e-mail is no longer allowed.

Secondly the first e-mail I recieved from Netflix informing me of the shipping problems stated that while 2 movies I returned monday and recieved Tuesday would be delayed in shipping 2 movies back, That I would recieve a credit for those two movies after the issue was resolved. Which I felt was fair, No Problem.

Then come Saturday I get an e-mail from Netflix informing me that the issue has been resolved and I would now get 15% of my next billing? What? Why the change? The 2 credits were great but the 15% is useless and insulting and will add up to a whole dollar and change.

I want what was e-mailed to me to begin with, 2-movie credits period.

bobaz@live.com; August 18, 2008 8:35 AM
Anonymous said...: One week delay? Seems like three days. I send DVDs back on Monday and usually have new ones Wednesday night. This week with the outage, I got them all on Saturday. Three days. The 15% refund, at 5% a day is actually slightly generous since there are slightly more than 20 working days a month. And I still had DVDs for viewing Saturday and Sunday nights.

Great recovery, IMHO.; August 18, 2008 8:40 AM
GENESIS said...: well, it's monday.
I already received my mail, but no DVD... AGAIN!!!
This is getting out of control.... Come on Netflix it's been a weak already... Just send my DVD's now.
I am freaking out...; August 18, 2008 8:58 AM
Gregory said...: Any firm can have computer issues. I for one love the Netflix service and think that it's the most efficiently-run rental operation there is, bar none. I have been a member for about 4 months and have received every DVD overnight until now. I can live a few days without my next movie! Kudos to Netflix for resolving the issue as quickly as they could AND crediting our accounts. Find someone else - in ANY field - who would do that!; August 18, 2008 9:52 AM
Anonymous said...: Netflix is treating my 4 out at a time as though it were a 3 out plan.
Why?; August 18, 2008 10:17 AM
Tod said...: Gregory said...
"Any firm can have computer issues. I for one love the Netflix service and think that it's the most efficiently-run rental operation there is, bar none. I have been a member for about 4 months and have received every DVD overnight until now. I can live a few days without my next movie! Kudos to Netflix for resolving the issue as quickly as they could AND crediting our accounts. Find someone else - in ANY field - who would do that!"

There are some services that will not issue an automatic refund for service disruption. When it comes to entertainment however, no one will pay for a non working service! Well, maybe you will.
Also, considering the scope of this issue, millions were affected, it was all over the news, hard to get away without a refund of some kind.

The sad truth is that the %15 means nothing to most people (money wise) but will cost NF dearly. Really, I can live without the $1.5.

I don't see the point in praising NF right now. Overall, sure, they're fantastic, but they did mess up.
Am I angry? No, I understand. Was it their fault? Yea, they did something. Did they mean to? Of course not, it was an incident. Too bad, in a way everyone losses here a bit.

I think people are upset with the percentage idea, not the dollar and a half.

I'll save my compliments when something good happens.; August 18, 2008 10:26 AM
d. said...: Steve blogged:
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.

Anyone else notice that in the blog entry we are all commenting on, Netflix thanks the members who emailed them with words of support? If there is any indication on the Netflix member website of a way to email them, I certainly can't find it.

Perhaps there is a class of Very Important Members who are provided email support. Maybe the old support email address still works, even though there's no way for newer members to discover what it is. Or maybe one can send email to any address @netflix.com and it will be received. Or possibly Netflix's blog entry strays a bit from the truth.; August 18, 2008 10:38 AM
Booger McG said...: Nice catch d.

Obvious fluff posting from Steve...I've never had problems with Netflix in the past, but I'm not liking they're handling of the current situation. It's clear that things are not back to normal, and that this is more than a 3 day issue. It would be great if they were upfront about everything, and not just pretending to keep us informed.; August 18, 2008 11:12 AM
Anonymous said...: 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.

I wonder what the ratio was of customers who called with "words of support" vs. those who called upset at not receiving the discs they paid for and wanting to know why it was taking so long to repair the problem and start doing their job and mailing discs again?; August 18, 2008 11:13 AM
Anonymous said...: Although I appreciate Netflix's effort to "do the right thing", its falling short.

I mailed back 2 DVDs 10 days ago. On Friday, it finally said my 2 new movies had shipped. Not true. Then today I got an email saying they should arrive on Tuesday, which means they are shipping today. Assuming they get here tomorrow or Wednesday, that's 11-12 without movies.

Oh, and personal email from Netflix? I've seen nothing.

Its the principle of the matter. If you have customers who have not received a service they have paid for, at the very least, the non-recieved service should not be charged for. In my case that's at least 9-10 days, and I can't be the only one. I don't care about the $, but to say 15% is adequate for a third of the month? That's just not appropriate.; August 18, 2008 11:29 AM
Jim Robertson said...: I totally agree with the support. You've handled this professionally and properly compensated your clients.

Good job dealing with a difficult issue that could have had long term public relations consequences - The emails were timely and informative without detail most of us don't care about (like what caused it).; August 18, 2008 11:31 AM
Mac Only said...: My Dearest Dom,

Your post is too rambly, i skipped it and caught the anti mac vibe off of someone's reply to it.

If you go back in the blog posts to thursday or Friday, you'll notice THIS ipod listening mac lover (no iphone, no need) is one of the few, if not only person smart enough to notice the relationship between the settlement and the crash.

My settlement upgrade disc is shipping today. So the timeline from my POV looks like this.

Notice of settlement upgrade
System failure
System correction
System catch up
Settlement upgrade

Its still a theory and not a fact from NF, but that is a lot tighter explanation than an SHC going online in Europe or DOUGHNUTS CHRISTMAS PLATYPUS the random words strung together in your post.; August 18, 2008 11:37 AM
Anonymous said...: The telephone CSRs are handling calls by practically reading from a script. I spoke to one an hour ago and told her I was confused by the conflicting messages I had gotten about a movie being sent, not yet being sent, was sent and should be here, etc. and asked when everything would be straightened out.

She told me everything is fixed, is fine and working, and that I wasn't affected by the "brief 2-day problem they had" because my movie was sent and if I didn't get it, the postal service was to blame. I don't understand how I wasn't affected when my situation was right in the middle of it all.

I asked why I was seeing comments in forums about people still not getting the movies they were supposed to get and she said those things happen now and then, and she repeatedly said they had only a "brief 2-day problem" that is now fixed, fine, resolved, blah blah.

So much for calling and trying to have a rational conversation with a real person. I told her upfront that I knew she had nothing to do with the problem and wasn't to blame and that I wasn't mad at her so she knew I wasn't set to rip her head off.; August 18, 2008 11:44 AM
Anonymous said...: @ jim robertson

You may not mind not getting what you paid for, but some of us do. I would like to know what the problem was. NF seems to claim a 3 day outage (Tues-Fri), even though for many of us it has been longer. That is a completely ridiculous length of time to repair a computer glitch. If a shipping center had burned down or something similar then 3 days would be acceptable. But this was due to their poorly written software crashing.

Think 3 days isn't that long?

To put this in perspective your bank runs exponentially more complex software than NF does, so would you tell them "good job" if they froze all your accounts and wouldn't allow access to any of your money for 3 days?; August 18, 2008 11:49 AM
Brian said...: In stark contrast to their previous Sino-Soviet news blackouts whenever their website went down, and the like, I think that Netflix handled this about as well as these things can be handled, with e-mails going out as technically possible, alerts posted on our web pages, and regular updates on the blog. And that's what we're applauding, Tod -- you know, 'positive reinforcement' an 'all that.

And even if the problem has been identified and 'fixed' (something you can be sure their attorneys are urging them to emphasize), it's surely inevitable that, with some 2 million DVD's a day in the works, it's going to take a few days to get fully up to speed again, whatever they might reassuringly say? Although, to Bobaz' point about the 15%, a movie credit for each unsent disc seems to make much more sense, and is much fairer, than a blanket discount regardless of how much the account was or wasn't affected.

Re the hilarious and eagle-eyed e-mail rumble, the only address I ever see now is netflix@email.netflix.com where it says "reply to..." on their own e-mails, but I have no idea if they actually get delivered. Maybe I'll try the old "Congratulations, you have won...." trick sometime!; August 18, 2008 11:55 AM
Anonymous said...: Since you can't email Netflix from their site...They need to be like a restaurant and take 50% off the bill, "comp" something significant to the customer. Because yes the math for me now is going to end up over a week and a half for a product I bought, gone missing. 15% takes the edge off and leaves Netflix no room for future error. 50% off or more would put a more "forgiven" tone in customers minds and should something like this ever happen again, a customer will now reference "15% sucked" in their minds and run to Blockbuster or remember "50% made up for the actual service or product lost + time and mental frustration of waiting for them to get their stuff together" which yes counts more than just "the math" of a weeks time lost.; August 18, 2008 12:16 PM
d. said...: brian said:
I think that Netflix handled this about as well as these things can be handled, with e-mails going out as technically possible, alerts posted on our web pages, and regular updates on the blog.

You want more eagle-eye? How about your mention of "alerts posted on our web pages"? This could be an innocent reference to our (the members) customized queue pages, or it could be a slip of the tongue from a paid corporate shill. Dun-dun-DUN! (Cue dramatic prairie dog).

;-); August 18, 2008 12:17 PM
Anonymous said...: d. -

brian said: with e-mails going out as technically possible

How would he possibly know what was "technically possible" or not? Was there a press release I missed? Oh, he would know - he works for Netflix! (as if we couldn't already tell from all of his praise and 'positive reinforcement'. LOL).

arilifus -

You said "If people are getting paid to come on to blogs and forums to make a company look good, I need to find a new job..."

Take a good look at what brian said and best of wishes on your hunt for a new job!; August 18, 2008 12:30 PM
Tod said...: Brian said...
"it's surely inevitable that, with some 2 million DVD's a day in the works, it's going to take a few days to get fully up to speed again"

No doubt. I expect them to take a few days to 'catch up'.
I'm sure that by this weekend, we have forgotten all about this.

As far as supportive posting, who do you cheer for really? NF?
NF is not a person, or people; this was not an issue of NF workers. This issue involves IT people and management. I don't think you address neither of them.; August 18, 2008 12:34 PM
Anonymous said...: You are lying!!!! As of today Monday August 18. The Mail has come and gone. No movies. My cue says they were shipped on the 14th... customer service says everything was shipped By Friday the 15th. Your blog says they really were sent out no later than Satthe 16th. Whats the TRUTH on Tuesday gonna be?
15% is a joke. Say goodbye NETFLIX; August 18, 2008 12:58 PM
Adam said...: Well, I must be one of the "rare exceptions" because it is now Monday 8/18 and I still have not received a disc that was supposed to have shipped on Thursday 8/14.

Additionally, another disc shows in my queue as "Shipping Wednesday" and has said that since last Wednesday. However, I already received it, watched it, and returned it. It should have been checked in today (8/18) but no indication of that so far...

I was pretty laid-back about this last week, because I trusted Netflix's assurances that things would be fixed over the weekend. Now that it's Monday and everything still seems screwed up, my patience is wearing thin.; August 18, 2008 1:15 PM
Mike said...: Got billed on 8/17. No 15% discount.; August 18, 2008 1:27 PM
Anonymous said...: The shipping problems are far from over, despite Netflix protests to the contrary. Last Friday, I got an email saying my movie would arrive Saturday. It didn't. Nor did it arrive today (Monday). Since I live 6 miles from a distribution center, this is inexcusable. And a 15% discount? Deplorable. A month free might be acceptable.; August 18, 2008 1:31 PM
Anonymous said...: Still waiting for a DVD I was supposed to get last Wednesday. Netflix says it shipped Friday and I normally get DVDs the next day. It did NOT come Saturday, it did NOT come today, Monday. Once again Netflix is lying thru it's teeth. What a shock. And all they are offering is a 15% credit? Pathetic.; August 18, 2008 1:33 PM
Brian said...: Incoming!! Won't bother with a point by point to try and disabuse you guys, but I really don't work for them (OR own any shares), I swear, and find it incredibly amusing that one can't say anything negative without being accused of being a Blockbuster shill, or positive without it being assumed that you work for Netflix -- damned if you diss and damned if you don't. But please go right ahead and vent away, and I'll continue to be vastly entertained by it all while I pack up these 750,000 $#%*&% discs for distribution (whoops!).; August 18, 2008 1:40 PM
Why do you CUSS so much? said...: It would be good if Netflix would get your guys' movies to you and quick, then you'd be too busy for all this nonsense. I don't LOVE netflix, I USE them! If they do not have what I need, I move on...that's all. I HATE HATE HATE BB and used to go to Hollywood (Love ya Stef!) but it was getting too time consuming to take my son along (boy can't settle on one movie!) With Netflix, our movies come to the house ---well you know--- BUT, this is the 2nd bad episode with NF in 6 months for me (1st being queue going). I won't stay if this kinda stuff keeps up.

I also wish NF DID monitor this site and block all you people who are not smart enough to make your point without foul language. I can hardly believe the amount of it I see. Must be all the movies you watch turning your brain too mush.

My son and I never missed the movies that did not come, we were too busy at the library, park, playing games etc. Maybe some of you should unplug and experience the wild outdoors for a change, but leave that nasty action movie vocabulary at home please, I hate to have my 6 yr old hear it.

Thanks for listening.; August 18, 2008 1:43 PM
Anonymous said...: All fair points, but you'll never get people on an unmonitored blog to 'mind their language', because letting it rip unfettered is a big part of enjoyment for some people. Maybe there's some program that you can install that blocks the naughty words like Netflix' reviews do? And surely a 6 year old isn't reading this stuff anyway, is he?; August 18, 2008 2:14 PM
Anonymous said...: I may be wrong, but I think the Netflix reviews are monitored by real people, not some kind of software. Isn't that why we can now file a report by clicking under the review?

Meanwhile, I received all my 5 discs on Saturday - one had been promised on Friday, but at least they all showed up. However, then there was no way to watch and return any of them in time to have new releases sent to me on Monday.

None of the conspiracy theorists has even suggested that the volume of released 2007 TV season discs could have overloaded the system? Esp. if some settlement on the throttling scheme (as I've seen it called) just went into effect?

Come on, where's all that ingenuity and creativity when we need it?; August 18, 2008 3:03 PM
Anonymous said...: Well, it's Monday and I received 2 movies on Saturday. The third one in my shipping queue still says shipping Wednesday. That's 1 whole week with 0-at-a-time and another 4 days without the third I'm paying for....

So no, all is not right again and I'm not going to fawn over the mishandling of this by NF. I want to know what they are doing to prevent this in the future and who is being held responsible for it.

If they really want to make me happy and make me more understanding of future mishaps, they'd be better served by bumping my subscription to the next level for a month or give me a 50% discount. THAT would be going above and beyond....; August 18, 2008 3:18 PM
Anonymous said...: For all the whiners:

Get yourself off the sofa/couch/futon, pick up a novel, and head to the park for some fresh air. If you have children, read to them under a shady tree.; August 18, 2008 3:23 PM
Anonymous said...: What's the deal with the Netflix shipping? DVDs have been delayed, and now you're shipping them from distant cities instead of moving down my queue. This is not acceptable!

I received an email that you got at least one of my returns on Friday. Something should have shipped today (Monday) from the Dallas area, not tomorrow from San Jose, CA or Iowa!

I finally reached a customer service rep this evening - polite, but not much help. Rather than shipping from a distant city, why don't you move down my queue and ship another one of my 150+ choices from the local center???; August 18, 2008 3:55 PM
Tod said...: Anonymous said...

"For all the whiners:

Get yourself off the sofa/couch/futon, pick up a novel, and head to the park for some fresh air. If you have children, read to them under a shady tree.

Sure. Just refund me and I'm all set.
See, it's not that people don't have things to do, it's just some crazy people actually care about their money spending. And for thous not getting DVD's today, it's over a week of paid service.

Enjoy your reading, it's your money.; August 18, 2008 4:10 PM
Anonymous said...: "...I think the Netflix reviews are monitored by real people..."

Well, kinda. NF has a list of about 200 'banned words', any one of which will prevent you from posting a review. Once it's on the site, as you know, members can flag it for 'objectionable content', etc. After a certain number of flags it gets taken down. For more, check out the Community Forum and search 'reviews'/'posting reviews'/or similar.; August 18, 2008 4:16 PM
ophelia payne said...: On Friday I received an email from Netflix indicating that the queue problem was going to be resolved by Saturday afternoon. It's now Monday evening, and my queue has not yet been fixed. Has anyone heard anything that would indicate when this problem is expected to be resolved?

I'd hate to call customer service if someone here has already heard something. Speaking with Netflix customer service doesn't sound much fun.; August 18, 2008 4:16 PM
f.lassid said...: re "For all the whiners : Get yourself off the sofa/couch/futon"

I'm maybe socially profiling here, but wouldn't people who sleep on futons tend to be more likely to read books and enjoy the great oudoors without being admonished to do so, as against those of us slumped listlessy on our Posturepedics staring at the ceiling, our frayed nerve endings braced for the slightest accoustic evidence of the mail truck and the blesséd cinematic relief that it might bring?; August 18, 2008 4:32 PM
Anonymous said...: Well ... maybe not fixed yet. I just was notified that the movie I returned at the end of last week was SHIPPING to me now. Hmmmm. May be time to try out one of the other options. I've loved Netflix, almost since its beginning, but this is getting to be too much to take -- watching it slide downhill. (And only way to point out mistake, it seems, is to hold on the phone for 15 minutes.); August 18, 2008 4:35 PM
Anonymous said...: The problem is not fixed as we have all been told.

I just got emails that two movies I previously received, watched and sent back already are being sent to me for tomorrow. Oh boy, I can hardly wait to get again what I already viewed and returned.

I've had enough with the mismanagement, broken promises and outright lies. After dinner we are heading for BBuster to sign up for their service.; August 18, 2008 5:05 PM
Anonymous said...: So far this has all been talk. Now we have EIGHTEEN MINUTE WAITS to talk to anyone. I probably would cancel but things are such a total mess that I'm sure I would be charged 5 times what I owe. This isn't a business. this is a scam.; August 18, 2008 6:26 PM
Troy said...: Does anyone know an address for email support? I can't get movies to come up online anymore. This sucks.; August 18, 2008 6:53 PM
Anonymous said...: Nothing but problems the past month. 3 lost movies, 3 sent that are cracked in half and had already been repaired. You people need to know your service is lousy and needs lots of help.; August 18, 2008 7:07 PM
once proud american said...: @ Nameless whiner #263 -

And what is the phone rep supposed to say at the end of that 18 minutes? "We're working on it", right? So either let them fix it or cancel, but don't keep squawking about it here.

So, it's true what they're saying the world over : we really have become a nation of victims. How sad.; August 18, 2008 7:12 PM
Anonymous said...: No email support, call 1-888-638-3549. (If you need it in future just click on Help.) It's always been under 3 mins response time for me but of course I don't bet on that today.; August 18, 2008 7:16 PM
Anonymous said...: "What I was saying was it doesn't matter how their service was disrupted, the fact is that is was disrupted."

Serious question, not a jab. What companies have you dealt with that you found gave you consistently acceptable service?; August 18, 2008 7:20 PM
Anonymous said...: @ once proud american -

I will point out the obvious for you. This is a Netflix forum. The purpose is to allow us to exchange information and voice complaints (and praise) when appropriate.

How do you know what the phone rep will say? How do you know if the phone rep can help him or not?

You sir, are the whiner. The only purpose of your post was to whine that a Netflix user posted on a Netflix forum and asked for help. Don't you have anything better to do? How sad.; August 18, 2008 7:32 PM
Anonymous said...: "After dinner we are heading for BBuster to sign up for their service."

Heh heh. Best wishes. Been there, done that.; August 18, 2008 7:37 PM
Anonymous said...: "...3 sent that are cracked in half and had already been repaired."

You mean that Netflix glued two halves of a DVD together?; August 18, 2008 7:40 PM
once amused american said...: "How sad"

So we're in agreement. How nice.

You really think I take this shit seriously? How frightening.; August 18, 2008 8:10 PM
Anonymous said...: @ once proud american -

Why are you here? You made one whiney post complaining that Netflix users were posting on a Netflix customer service forum so you personally think we are a "nation of victims".

Your second post claims you don't "take this sh*t seriously", which is self-contradictory because if you really didn't care you wouldn't have bothered to reply. The only reason to reply would be if you do care. Doh!

If you are only going to whine and claim you are so above the fray, yet still have contributed nothing to the conversation - really, why not stop with your complaints about everyone else and and just go do something else?

I doubt you are even an American.; August 18, 2008 8:29 PM
Anonymous said...: "This could be an innocent reference to our (the members) customized queue pages, or it could be a slip of the tongue from a paid corporate shill."

LOL. Good one. It's easy to make nonsense seem meaningful. For example, you yourself are either a dissatisfied Netflix customer (as you are **trying** pretty hard to make us believe), or (Dun-dun-DUN!) a BlockBuster secret agent! Ah ha! Deny **any** of this if you can!; August 18, 2008 8:32 PM
proud slovenian said...: "I doubt you are even an American."

Oh alright, you got me there. So I'll promise to go find somewhere else to play if you will. Deal?; August 18, 2008 8:43 PM
Anonymous said...: "...those who are gushing their love for Netfilx's behavior in failing to ship the DVDs..."

Jeez, the people posting here who are simply pissed off I can understand. I'm not one of them but I understand. But some people are just completely desperate to get a jab in no matter how ridiculous it is. Ok, one more and I'll quit...

The argument referenced above is a blatantly ridiculous "strawman" argument. The reason why it is a strawman is left as an exercise for the reader.

Must....Stop...Reading...Blog...; August 18, 2008 9:06 PM
So very sad, lonely and afraid said...: "Must....Stop...Reading...Blog..."

Best suggestion I've read in ... uhm..... is it really just be a week?

OK, must.... stop...reading...blog...

....starting.......... NOW.; August 18, 2008 9:28 PM
Anonymous said...: @ once slovenian -

Why should I promise to leave? I came here as a paying customer to post my opinion on the recent NF shipping issue and read if others are still having the same delivery problems as I am.

You still didn't answer why exactly you posted here? Just to insult everyone and post a few choice swear words? You of course don't have to leave either, but actually asking a relevant question or saying something meaningful to the forum might be useful to you and others.

FYI - You claim you don't care but so far you're on your third post now...; August 18, 2008 10:06 PM
fee...ling...slee....py..... said...: "You still didn't answer why exactly you posted here?; August 18, 2008 10:34 PM
anthonioo said...: FYI, you don't need to ask for compensation from Netflix. Get in touch with your credit card company or insurance company. Surely they can help you get what you want.

You should get refund/replacement for deficient product/service but not discount for buying the next product/service (what Netflix is offering to customers).; August 19, 2008 5:18 AM
Gina said...: I was certain that the movie I sent back showed returned, when all this started happening. Now it shows that I still have it, and it was returned???? So, now I am even later on receiving my movie???; August 19, 2008 5:51 AM
Anonymous said...: I still can't get instant movies at all, and nothing has shipped since August 5, even though I have returned 4 since then. So I think its too soon for pats on the back, at least from my point of view. I have called twice so far. The first time they said, "Give it 24 hours." After 36 hours I called again, last night and was told, "By tomorrow morning everything will be working" But nothing has changed.; August 19, 2008 7:22 AM
Anonymous said...: 15% credit is nonsense, considering this affected the weekend, which is when people watch films. Also, the first film mailed this week was broken in half. I tried to call: 15 minute wait. Lovely.; August 19, 2008 8:05 AM
Ben said...: Thanks for keeping us posted. People seem to pretty upset about this. I really did not notice because I've been so busy watching the Olympics.; August 19, 2008 8:29 AM
Jimmy Dean said...: 3 movie plan:
(1) sent in 8/9, received 8/11, delivered 8/12
(2) sent in 8/11, received 8/12, delivered 8/18
(3) sent in 8/13, received 8/14, delivered ????

#1 is normal, #2 was hit by the acknowledged delay with the additional delay because it wasn't shipped until Saturday, #3 makes no sense...were you caught up or not? Don't tell us you worked around the clock, including Saturday and everything is up-to-date as of Saturday afternoon if it's not. It's supposed to ship today, but then the status is still "Shipping Today" which could mean tomorrow from 2000 miles away.

I've had a great experience with Netflix until this point, seeing 15-20 movies per month, but this issue has not been handled smoothly. Delays are still occurring...unless I'm now seeing the mythical throttling effect that has missed me to this point.; August 19, 2008 9:19 AM
Doug said...: I am sure I will somehow regret posting this.....but I just saw this under my 'membership terms and details"...
'''You will receive a 15% Customer Service discount for the next 2 periods.'''
Next TWO periods? Has anyone else seen this? Has Netflix announced this anywhere?
I was already billed for August before the snafu..so should I expect 15% off for both Sept and Oct?
That's how it reads to me....; August 19, 2008 9:33 AM
Anonymous said...: I must say that - considering the posts that reveal there are still problems being sorted out - I am disappointed that there has been no further official update from Andy (or is it Steve?) to assure us that someone is reading our posts and acknowledge that there are still bugs being worked out. OOPS! If someone official did that, they might have to admit that the problem affected their service longer than the 3 days they are discounting us for.; August 19, 2008 9:42 AM
Anonymous said...: I think that the complainers really have their priorities mixed up. Has your life become so small that it is not complete without a DVD. Read a book, take a walk, talk to a human being. Netflix is great and has made my life simpler but it did not stop because of a missing DVD.
Nancy; August 19, 2008 10:42 AM
Anonymous said...: Thanks Netflix for doing something proactive..., giving me a 15% credit without having to ask for anything is so rare these days. Amazing really. If only the airlines would follow your lead....; August 19, 2008 11:05 AM
Rafael Perez said...: Dear Nancy,

No one is saying (or at least none that I've read) "My life cannot go on with my movies!"...we are saying "Give me what I paid for, or properly reimburse me for it...and while you're at it, tell us the truth about what's going on." It doesn't have to be specific about what patch/virus/bug caused the problem, but are you caught up and running normally or not.

What if I go to the bookstore, pay the cashier, but no receipt prints...cashier tells me she can't give the book without proof of purchase...but we'll keep your money. Three days later she'll call to tell me the receipt printed and she's putting it in the mail and gives me a tracking number that says it shipped last week. Sure, I could go find that book somewhere else or go for a walk, but I still want the book or money back.; August 19, 2008 11:06 AM
Anonymous said...: Nancy -

Your comment, besides being totally irrelevant and unhelpful in any way, completely misses the point of this thread. The posts here have nothing to do with "priorities".

You rent a motel room. After you have paid when you get to the room you find out the shower doesn't work. Nancy the desk clerk asks you "Has your life become so small that it is not complete without a shower? Wash yourself with a towel in the sink."

You rent a car. You pre-pay for your rental time. The car breaks down. Nancy the rental car clerk asks you "Has your life become so small that it is not complete without a car ride? Take the bus."

You hire a band to play at your wedding. The band doesn't show up. Nancy the band's agent asks you "Has your life become so small that it is not complete without a live band? Play a CD on your stereo."

If we wanted to read a book (or towel bathe in the sink, take the bus, or not have a live wedding band), we would. Be that's not what we preferred, so we all hired a company to send us DVDs.

That company didn't do what we paid them for and when we express our complaints to that company you make it sound like it is somehow our fault for being soooo selfish and not just reading a book.; August 19, 2008 11:17 AM
Anonymous said...: Seems they are still having delays. Usually it takes 1 day to get the dvd back. Been one day and th dvd's haven't returned to the shipping center. Hopefullly things will get back to normal.; August 19, 2008 12:40 PM
chuck said...: Without being aware that there was any problems, I have been cross with the USPS. Communication would have nice, there is NO allowable communication on this site except for the blog which really does nothing. I am getting films for the second time. What good is a queue anyway these days. Service used to be terrific.; August 19, 2008 12:43 PM
Lee Bartholomew said...: Only two people have fripples that are a visable wonder. Christina Ricci and Natalie Portman. :); August 19, 2008 12:50 PM
Anonymous said...: Hey Chuck, you didn't get a great whacking yellow alert every time you logged on? Guess there were different problems in different parts of the country.; August 19, 2008 12:55 PM
Anonymous said...: I'm really tired of this...not patient anymore. I have received 3 of my four movies since the "problem" and all three of them were movies that I had already just watched and returned to them already...the fourth one that was new came in cracked...just checked my queue and they are sending me a movie from california and I live in CT! Tired of being happy to get a red envelope and then opening it up to be really irritated and let down...knowing I have to immediately return it and go through the whole waiting process again. this really does not seem to be a 2-3 day problem to me.; August 19, 2008 12:58 PM
char said...: How about a discount. You bill me like clockwork. I should of kept cable.; August 19, 2008 1:07 PM
Char said...: How about a discount. You bill me like clockwork. I should of kept cable.; August 19, 2008 1:08 PM
Anonymous said...: How about a discount. You bill me like clockwork. I should of kept cable.; August 19, 2008 1:08 PM
pt said...: @ Char, Char & Char.

My bill date happened to be yesterday and it was $15.65 instead of the usual $18.41, so hang in there!; August 19, 2008 1:19 PM
Anonymous said...: I did not receive a discount on my 8/15 bill, as promised. And, more hilariously, my movie still hasn't showed up, and it's Tuesday. Great job Netflix! You've turned disappointment into delight into disappointment.; August 19, 2008 1:54 PM
Anonymous said...: Still no movie. Netflix used more than a week of our money with no service. at a minimum they owe us 25% rebate.; August 19, 2008 3:21 PM
Anonymous said...: Netflix has been lying to us through this whol ordeal. Are these Netflix employees putting up these positive posts? I love the way Netflix put on the spin control & said everything was back up running on Friday. Here it is a full 7 DAYS LATER & I still have no movies. One full week. They are taking advantage of this & throttling everyone they can. Awesome way for them to do business.; August 19, 2008 5:30 PM
Tod said...: Looks like the queue is still kind of messed up. Monday I had a 'shipping today', Tuesday still 'shipping today' and now it says 'shipping Monday'. Awesome.
I hope it's more of a visual glitch.

Does anyone else think Netflix should help us understand this a bit more? The "End of Week Update" (Friday I believe) was half a week ago.; August 19, 2008 5:40 PM
Anonymous said...: Yay! I finally received my dvd. Unfortunately, it was the same one I sent back a week ago. Hehee. Oh well, it was a good one - maybe I'll watch it again! *grin*

I know what it's like to have a backlog of orders at work - definitely no fun. But it's good to see things are getting back on track for you.

You run a great service, and from where I live, it's way cheaper than the gas I'd use driving to the video store, so thanks!; August 19, 2008 5:40 PM
Anonymous said...: tod read my post from earlier today . . . at 9:42 a.m.; August 19, 2008 6:03 PM
Anonymous said...: Why dont you guys fix the NEW RELEASE section HAVE NEW RELEASES FROM 2008 NOT 1989 2000..ECT; August 19, 2008 6:39 PM
Tod said...: re - tod read my post from earlier today . . . at 9:42 a.m.

Yep.
They could, however, say that this is only a 'cosmetic' Queue issue which doesn't effect the shipping of DVD's.
If it's still the old problem, this could really backfire.

Overall, I missed a 'DVD Cycle', I'll live, it's just annoying. Not a big deal money wise too, again, just annoying.; August 19, 2008 6:57 PM
Anonymous said...: "Nice one, Hastings! Finally it dawns on me that these suspiciously regular 'meltdowns' are strategically designed to weed-out and slough-off those unsatisfiable members that tie up all your Customer Service lines and would prefer to petulantly insist on a new DVD than wash off the previous viewer's Popsicle gunk. No wonder you are, and will for the foreseeable future remain, #1!"

Interesting notion. You may be interested in this.; August 19, 2008 7:39 PM
Sean said...: this blog reminds me of the paper boy in "better off dead". "i want my 2 dollars!" over and over again.

honestly, crap happens, get over it. as a former blockbuster customer i can tell you netflix is a much better service. they were slow and very irregular, and if you had a problem they'd send out a printable coupon for a free movie. doesnt do a lot of good when the nearest blockbuster store was 90 miles away.

but i hope all those whiners cancel and move on, id appreciate havin less competition for the new releases.; August 19, 2008 8:19 PM
bf said...: Anon said "Interesting notion. You may be interested in this".

;-); August 19, 2008 9:04 PM
Anonymous said...: I had a movie that was "shipping Thursday" since last week. I called the (friendly and helpful) customer service. The rep said he couldn't fix my queue but issued me a bonus rental.

When I checked back tonight, the "shipping Thursday" disc said that it had been sent 8/14. I clicked on Report Problem, and Disc Has Not Arrived. When I went back to my queue the disc had disappeared, so I added it back to the top of my queue.

The queue is now accurate, problem solved.

Obviously they're going to have some clean up after a problem this big.

11PM and all is well.; August 19, 2008 11:03 PM
Anonymous said...: My "next billing" statement I was charged and did not recieve the 15% credit. I am wondering if I will simplely be receiving it on my next billing cycle in September, or if they deamed me not worthin of the credit. I should be I didn't have service for a week. Sigh, I would love to just email them, unfortunately they don't seem to offer that.; August 20, 2008 6:12 AM
Anonymous said...: Well i thought my problem was being resolved yesterday my queue reflected that they had finally received the five movies i sent back over a week ago and this morning it shows them as not being recieved at all. After calling CS, they said they really had no answer for me but they would have to put my account on hold because the five would go as missing, even though my queue had them as being received yeterday. That's just one problem...My other one is I have a movie that has been saying shipping today, then it went to shipping tuesady..then it went to shipping wednesday...and this morning it has it shipped on tuesday and the CSR said that it definetly shipped and I should have already had it...and blamed it on the post office...I asked if it was part of the problem and the CSR stated that all the problems have been resolved despite the recording that you here while waiting for one of the to answer your call...any suggestions would be appreciated; August 20, 2008 7:21 AM
Toby and Terra said...: "Ode to Netflix" - THANK YOU!

You gave me a good chuckle for the day!

So much truth there in your sarcasm!; August 20, 2008 8:58 AM
johnnydrama said...: Poster Sean,

Get back to work on fixing the shipping problem. Netflix needs get their employees to remedy this problem, not waste time filling up this blog with positive posts.; August 20, 2008 9:38 AM
Joel said...: They're still having a lot of problems. The 15% rebate isn't going to cover it at this point.

I returned two movies yesterday. They haven't arrived at Netflix's warehouse, according to my queue.

I understand the occasional hiccups, but when a service no longer operates within the broad parameters of a mailer service like Netflix, it's not a hiccup, it's a major catastrophe. If Blockbuster closed their stores for three days, reopened briefly on Friday, then closed again for another three days (all the while claiming there's nothing wrong), it would not be treated so lightly by their customers. Nor should it.; August 20, 2008 10:44 AM
Anonymous said...: Re : "Get back to work on fixing the shipping problem.... not waste time filling up this blog with positive posts".

This mess sux for all of us, jd (but just the one dopey theory over and over, Bub?), but for some of us, one screw up - monumental as it is - doesn't completely erase several years of great service, and I think those struggling to resolve this thing deserve to hear that once in a while amid all the justified but often unnecessarily nasty complaints.; August 20, 2008 11:21 AM
Brandon M. Farley said...: Wow!

I visited this site for another reason, I am not a Netflix customer, but I'd like to express welcome suprise seeing constant updates from Netflix.

Even use of this blog site to reach out to users and fans is amazing.

Information is ridiculously available.

Of course, that does not satisfy everyone. Someone has to complain or be the protagonist.

Keep up the good work!; August 20, 2008 11:43 AM
Anonymous said...: What those Netflix people "struggling to resolve this thing deserve to hear" is that we, as paying customers, are still having problems and not receiving the DVDs as promised.

The delays continue but the last blog post was five days ago. We have yet to hear an explanation of what the problem really was and only have the last set of lies:

"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".

Yeah, sure. And you wonder why customers are upset and posting their "unnecessarily nasty" concerns here?

We have yet to hear any reason for why it took them so long to do their computer program repair and why they needed a week of downtime.

We have yet to get an apology that shows Netflix cares at all (except for their own corporate bottom line). I don't just mean a refund (15%!), I mean something that says they really are sorry and want to make it up to us with a little something extra. A free movie or temporary free rental plan upgrade or the like would go a long way toward adding some sincerity to NFs claim that they actually feel any sympathy for us from what they caused by their prolonged failure to do what we hired them to do.

Fix the problem. Full disclosure and explanation of what the problem was and how you have forever cured it so it won't happen again. Prove you are sorry and that you really do value your customers buy increasing the refund to the 25% you owe, and add something extra purely as a goodwill gesture.

Do all that and watch the comments change from nasty to supportive. And do it fast, everyday you stall only costs you more lost customers...; August 20, 2008 11:54 AM
Anonymous said...: Now that shipping has resumed, I received the very DVD that I last returned - interesting?

Also, very disappointed that for an online service I can find no way to contact Netflix via email, my preferred method.; August 20, 2008 12:03 PM
Anonymous said...: brandon:

"I visited this site for another reason, I am not a Netflix customer, but I'd like to express welcome surpise(sp) seeing constant updates from Netflix."

Why did you visit? What constant updates are you talking about? Do you mean last Friday's false claim that everything was all fixed?

"Even use of this blog site to reach out to users and fans is amazing."

Do you mean reach out and lie to us that everything was now fine or reach out with the insulting 15% compensation offer?

"Information is ridiculously available."

False information is available.

Of course, that does not satisfy everyone. Someone has to complain or be the protagonist.

Yes, and especially when complaint is justified. They admit the totally wanked themselves. I didn't get what I paid for, so I am totally warranted to post my dissatisfaction.

"Keep up the good work!"

You aren't even a customer, so how would you know? "Good work" is when you do your job correctly. "Bad work" is when your job didn't get done as it should have been.

Now go wipe the brown smudges off of your nose and get back to work shipping us our movies.; August 20, 2008 12:13 PM
Anonymous said...: 15% is not enough for over a weeks loss of movies in addition, forget sending me more emails about increasing from 3 to 4 movies unlimited until you can at least get the three straight. And what about this "shipping from out of state areas at a delay" It never was that way before now all three of my movies to come are delayed even longer because they are "coming from another area" ???? great footwork on your part to gain more time. Been with you for years, NOW lookng for another provider!!!!; August 20, 2008 12:13 PM
ned said...: Brandon,

Don't be a troll!

Many of us are still having problems, going into a second week of a '3 day issues'.
I have a movie that is 'shipping' for a week now, every day it's changing, Monday, Tusday, Today, Thursday; but it just won't ship! And still, I did not call NF to complain! I'll give them up to this weekend.

Enter the trolls! Coming to this out-of-date blog, (which supposed to serve costumer issues), to cheer up NF! And they don't forget to insult other costumers who are still experiencing problems.

"Even use of this blog site to reach out to users and fans is amazing."

Yes, amazing, not a word since Friday and many of us are still having problems.

"Information is ridiculously available.

Your whole post is ridiculous.

"Keep up the good work!

Sarcasm? I get it.

Why don't you and the rest of the trolls go here; August 20, 2008 1:52 PM
Anonymous said...: Does anyone know how to send Netflix an email? Everything I try leads me back to the Help section, or gives me a phone number. Thanks in advance.; August 20, 2008 2:03 PM
Anonymous said...: re : "....we, as paying customers, are still having problems and not receiving the DVDs as promised."

I think they got that one loud and clear, Dear. And you're welcome to continue to say the same thing over and over again, but maybe you'll allow us to occasionally break the monotony of this depressing dirge by saying something nice about their past (and no doubt future) service. And before I too am asked to wipe away smudges (tuff crowd!), I hardly think that "monumental screw-up" is particularly high praise for their current performance. Just asking that people try to have a slightly longer memory than the last 1 1/2 weeks, is all.; August 20, 2008 2:04 PM
Anonymous said...: PS. As far as compensation goes, they're obviously going to try and take as small a financial hit over this as they can, 15% presumably being the least the bean counters thought they could get away without major defections. But if you were particularly badly effected, be a Mensch and get on the phone like others here have done and negotiate yourself a freebie or two. Mewling to us here will get you nowhere.; August 20, 2008 2:25 PM
Franklin Comes Alive said...: Have you guys heard the changes being made to the netflix homepage? The tabs at the top of the page will now be......

"Lies to make the company look good"
"Movies you want to rent but will never be shipped.
"Watch crappy direct to dvd movies instatly"
"Throttling"
"Employee positve blog post login"
and lastly
a direct link to Blockbuster.com to actually get movies through the mail.

I'll be waiting for a Netflix employee to post positive response soon....thanks guys!; August 20, 2008 2:28 PM
Anonymous said...: I think the customer service has been fantastic. Instead of getting 3 movies on Thursday as I usually do, I received 2 on Friday and 1 on Saturday. If I could give my 15% refund to one of you who is so unhappy, I would.

If this is the worst customer service you have received, consider yourself lucky. Oh, and wait until you go to Blockbuster - then you will have something to gripe about.; August 20, 2008 2:33 PM
Rodney Bryant (Personnel) said...: 'Franklin', that was an in-house memo that only Reed and his immediate entourage had access to, so I can only assume that you're (dun-dun-Dun) Deborah from Products Development, YOU BACK STABBING WITCH.; August 20, 2008 2:41 PM
Anonymous said...: Just asking that people try to have a slightly longer memory than the last 1 1/2 weeks, is all.

Kind of hard to do, when there has only been a 6 week relationship to judge by, of which has been at a standstill.; August 20, 2008 3:03 PM
Anonymous said...: I enjoy Netflix service and think it is a fair value for my money.

I also agree with some other posters that 20-25% is more reasonable.

2 movies I shipped last week are STILL not showing received, even though one shipped later IS received. If you try to report it missing the date just keeps moving back.

Is the blog really the only way to report a concern??; August 20, 2008 3:08 PM
Charles said...: Just an update. I called "Harmony" at Netflix. Since the "report problems" link keeps moving the date back. She said they have no record of receiving those 2 movies and usually wait 6 days!! Also, she tried to convince me they had NO RECEIVING problems, only SHIPPING. Which cannot be accurate.

The 15% decision is going to be credited NEXT billing period.

She was not rude, but she seemed defensive. "We are Netflix....gosh.....NO, we didn't have receiving problems.....well, We decided....we...we" Not a single apology.

I will be dropping Netflix after in the next billing cycle to get my 15%. No, I won't go to BlockBuster.....No, I won't go to any service (you lock-in, socially retarded NF groupies)....I will just protest by not using the service for 6 months then join for a free two weeks after their database crashes again.

Sure, I like the service...but every business that promises a service needs to be held accountable: Even today.

ME; August 20, 2008 3:44 PM
Anonymous said...: "Kind of hard to do, when there has only been a 6 week relationship to judge by...

Very true! Objection withdrawn, your honor. Sometimes hard to think things through beyond one's own very limited experience. Will try harder.; August 20, 2008 3:57 PM
Anonymous said...: but maybe you'll allow us to occasionally break the monotony of this depressing dirge by saying something nice...

See above "An ode to Netflix" (August 17, 2008 3:49 PM); August 20, 2008 4:57 PM
LM said...: I think they started out trying to be honest and upfront about there being a problem, and then got bogged down in how extensive it really was once the ramifications began surfacing. Now they're either hoping we'll all go away, or "Andy" has been fired, or something, because they've left us high and dry here since Friday morning.; August 20, 2008 5:16 PM
Anonymous said...: Enjoyed 'Ode'. Definitely original, playful and refreshingly undirgelike (A+), but awfully sarcastic and mocking - and so, ultimately, no less bitter and broken on the wheel of microscopic adversity than all the others (they often being one and the same, one rather suspects, just as we are)(C-).

Good diagnosis, IM. Good start, then rapid retreat to the permanently circled wagons when that which was hitting the fan threatened to overwhelm the brave souls on the front lines.; August 20, 2008 5:32 PM
Anonymous said...: I find it ironic that I activated the free month of service due to the Chavez vs. Netflix settlement and then NETFLIX has a "TECHNICAL PROBLEM." This is why they got sued by their users in the first place. They made promises they made that did not get fulfilled. NETFLIX needs to get their act together. There are too many problems occurring and I don't know if it is mismanagement or what. They are in danger of being sued again.; August 20, 2008 6:56 PM
d. said...: anonymous said...
"Enjoyed 'Ode'. Definitely original, playful and refreshingly undirgelike (A+), but awfully sarcastic"

'Ode' was meant as sarcasm?? Ohhhhhh!! Now that you mention it, it is kinda ludicrous to be praising a company for its epic fail, so I should have realized that!; August 20, 2008 7:45 PM
Anonymous said...: "I will just protest by not using the service for 6 months then join for a free two weeks after their database crashes again."

Damn. Pretty ruthless. That's going to really shake things when they notice what you're doing. Fitting retribution.

"Sure, I like the service..."

Me too.; August 20, 2008 8:18 PM
Anonymous said...: d., you're like a set of Chinese boxes reflected in the infinitely receding image of a pair of opposing mirrors. Much appreciate you keeping us vigilant.; August 20, 2008 8:42 PM
Anonymous said...: "I'll be waiting for a Netflix employee to post positive response soon....thanks guys!"

That's a delightful debating trick called "poisoning the well".; August 20, 2008 8:45 PM
Anonymous said...: Got my delayed DVD on Friday. Sent back three DVDs on Monday. Got three back today.; August 20, 2008 8:59 PM
d. said...: anonymous said...
"d., you're like a set of Chinese boxes reflected in the infinitely receding image of a pair of opposing mirrors. Much appreciate you keeping us vigilant."

Thanks. I have a deep affection for and appreciation of 'An ode to Netflix', so I thought an homage was appropriate.; August 20, 2008 10:06 PM
theo said...: That's a delightful debating trick called "poisoning the well".

Uncle Bob, is that you?; August 20, 2008 11:36 PM
Anonymous said...: Good Morning

The information on my account shows that you received Apocalypto on 8/18. That's 3 days ago! I understand that availability issues of some DVD can affect WHAT is shipped, HOWEVER, I am wondering why the next DVD in my queue was not shipped? I pay for a TWO dvd at a time subscription and expect to be ABLE to have TWO shipped/out at a time. My queue has more than enough movies in line to allow this to happen. Please explain why the next available DVD in queue was not shipped. Also, please explain why Justice League Unlimited: Season 1: Disc 1 STILL shows as "available NOW", yet your email states it is not available to ship?

To add to this EXTREME frustration, NOW customer service CANNOT be contacted by email? What kind farce is this? What is happening to the "quality" that USED TO BE the main reason Netflix was the way to go. Gotten too large to be effective?; August 21, 2008 4:43 AM
Anonymous said...: And Good morning to you. Specific problems (or general problems, it turns out!) don't get answered here. You now have to phone customer service, who are generally friendly and helpful -- specially if you are too. Though why some of these fine folk can't be assigned to answer e-mails just because the last lot were a complete wash-out remains a deep and abiding mystery to all of us. If you don't have their phone number click 'help' (top right) then scroll down to 'other' to get that + your current account verification code.; August 21, 2008 7:39 AM
Anonymous said...: I think you are still having problems. We mailed 2 DVDs on Monday. One of them was received on Tuesday but the other was not listed as "received" until this morning (Thursday). I hope you're going to go back to a 1-day turnaround soon.; August 21, 2008 8:19 AM
Anonymous said...: What a bunch of garbage. Doing their "best"? Pay for good IT people and you will not have database problems. Surely management trying to save money, hiring low end outsourced admins who have no clue about change management. Did anyone test the changes before implementing? This has been going on for over a week, my queue is still wrong. Fix it or fire people now! The apologies mean NOTHING, corporate pabulum. The praisers are probably Netflix
shills or shareholders. We should get a much larger credit but mostly, I want the service to work.; August 21, 2008 9:39 AM
Anonymous said...: I'm on the 8 at a time plan. I got 7 dvd's on Saturday the 16th. I had one movie that I returned that didn't get marked as received by Monday so I reported it as missing and by the end of the day they had it checked in. I have also gotten emails for all the returned movies I have sent back this week as well as the emails for the ones I have sent back to them in the meantime. My shipping schedule and queue are both back to normal. THAT is why I have praised them for the way they handled all this. To all the people still complaining....I don't beleive you are actually still having problems. I think you are all Blockbuster employees trying to get people worked up and convince them to switch to your company. If your not BB employees, then please, by all means cancel your Netflix service and go bitch on the Blockbuster forums instead. That will free up dvd's to mailed out to those of us who aren't being assholes and trying to get something for free. (Oh and by the way, I use anonymous so I dont have to sign up for another useless website that's just gonna cram by inbox with more spam!! I can live without more spam from "Tiffany" and I really don't wanna look at her skanky scrawny ass on some lameass porn site!); August 21, 2008 10:50 AM
CannibalCrowley said...: Netflix received my return last Thursday and I'm still waiting on my next dvd (it currently says "shipping today"). That's over a week of a service disruption for me. A 15% discount doesn't even cover the 25% service reduction, much less serve as an effective apology.; August 21, 2008 11:06 AM
pt said...: "The praisers are probably Netflix
shills or shareholders." (anon 9.39am)

It totally sucks that some people are still having problems after 10 days, but it also sucks that anyone who posts anything remotely pro-Netflix (or anti, for that matter) is branded a lier. I and my family have always found their service pretty impressive, and happen to have had very few problems last week (kudos Flushing, NY!), therefore found their response and compensation more than adequate - and I should be allowed to say so without being heckled. I'm genuinely sorry that not everyone got off so lightly, especially with kids at home, but why get all pissy with us? This is a blog, Guys, not your own personal complaint box.; August 21, 2008 11:28 AM
Still a happy costumer said...: re - To all the people still complaining....I don't beleive you are actually still having problems.

I don’t expect you to believe. I glad your service is back to normal, but this gives you no license to mock other loyal paying customers who are not getting movies for a second week now. In fact, if you’re not having problems, I’m assuming you’re here for the sole purpose of insulting others. So thank you!
I have one movie that is ‘shipping’ since Monday. However, I did get an email today, telling me my DVD is delayed. That’s all I asked for really, to know what’s going on. So you can say I’m a happy costumer again. Not asking for too much really, but a few more posts like yours… well, that does make BB looks better.; August 21, 2008 11:52 AM
bobo2854 said...: Any of you trolls spreading the BS about how wonderful Netflix has been bothered to notice that not one entry from the Bigshots on this so-called BLOG since the 15th?; August 21, 2008 3:56 PM
troll said...: Maybe they got tired of being spat on for their efforts, Booboo. I know I would.; August 21, 2008 6:14 PM
Troll eater said...: re - troll said...
"Maybe they got tired of being spat on for their efforts, Booboo. I know I would."

Spat on?? Where exactly?

Efforts you said? Like this one? Well, keep up the good work!
(And thank you for your effort, once again you helped much); August 21, 2008 7:26 PM
Anonymous said...: My service this week is worse than last week. I'm supposed to have three movies at a time and I've been receiving one movie every couple of days.

I'm very disappointed in Netflix - and have been a customer since 2006.; August 21, 2008 7:48 PM
Anonymous said...: "In fact, if you’re not having problems, I’m assuming you’re here for the sole purpose of insulting others."

You might want to delete that one line. The rest of your post is rational.; August 21, 2008 8:09 PM
Anonymous said...: Same here, 25% is more like it, plus additional 25% for lack of heads up, I would have prepared an alternate option, but I assumed discs shipped 8/14 and were delayed due to SNAFU & FUBAR. So figured I was SOL along with many others - been patient.

Hello 8/21.

No discs.

Anonymous 8/15 8:13PM - obviously you live next door to a netflix distribution center and do not mind doing a pick up order.

Good for you.

People like you Rock!

I have some recycling I need taken out when you have time.
You....

can write the next line I think.; August 21, 2008 8:19 PM
Anonymous said...: Posting again.
Just complained about lack of delivery ex 8/14 - 8/21 no arrival.

And then I read some of these posts...

Obviously there is some passion about this issue.
I am not about the money - more about the lack of clear info.

FYI scammers,...
It seems with the fault in the system.
There is actually no record of what got shipped, hence the lack of arrivals.
Waiting for complaints is less expensive than double shipping uncertainly.
So there it is.

Meanwhile To:
"Anonymous - poppies are fun!"

"failure of Netflix to deliver their service as promised.

They had a technical problem, fixed it, and compensating the customer.

WHAT MORE DO THE CRYING, PANTY-SOILING ASSCLOWNS WANT?

Do they want Reed Hastings to personally visit, give a heartfelt apology and fellate them?"

You are bold!
Your inner dialog is coming out.
I am sure I am not alone when I say that all of us will gladly forfeit our discount in order to pay Reed Hastings car fare to your home to fulfill your need.

You are a unique human.

Bottom line, no one should really be moaning.
DVD is over.
As much as we like to have an object to hold, we are looking at streaming video on demand as the future.

No I don't use it yet - but I know I will resign to it at some point.

All the weird stuff I like will be more easily available because there is no disc cost involved, no pack and ship, no physical delivery problems...
Back up servers and on demand - we are go.

On the other moaning:
If you watch movies on your laptop, you are bound to go back to the same argument.
PC or MAC.
Republocrat
OR
Demican

The times is eating up this blog I tell ya.

I am sure there are many who wish to cast a vote and stay the course with netflix or go over to bb.

Due to the long established nature of bb, most likely the rental of art films is low, so your Godard will not have popsicle smudges on it...
But you may not have anyone to discuss the film with on their site.

America was build on Freethinkers.
Go forward.
Move ideas forward.
Does bb offer a service that is new / improved?

from a brand perspective, bb would have been better to start a new service with a new name than use bb. The bb stigma alone is just depressing. Nothing more depressing than going to bb at night.
There is a bad karma hangover at bb - a negative vibe, late fee anger still lingers.

To netflix - change is required.

Whoever figures fast, highly diverse, well priced streaming, with minimum hardware cost, without baggage, will be the Man (woman).; August 21, 2008 9:27 PM
Anonymous said...: Netflix has screwed up several of my shipments lately, then is taking days instead of the single day to replace damaged or eroneous discs. Also i think they are now intentially delaying discs. I say that because the first few weeks I went through a lot of discs. Last week I only got three. This week it looks like three. I have a lot of time off this month and wanted to watch DVDs. What gives, Netflix?; August 21, 2008 11:08 PM
Anonymous said...: Problem for me is that this is the last month I'll have time to watch movies. So I've just reactivate my BB account, just for one month.
BB was always cheaper, that's why NF lowered their prices and BB raised them. (Now they're the same price.)
I ditched BB when they raised their prices a year ago; their Queue is a mess too (shipping out of order; horrid availability).
Otherwise, any rental service will charge late fees, (otherwise the good people just won't return it).
I have a BB right next to me, so I'll take the advice of "go outside and take a walk" for the free exchange DVD's. (I'm not 'punishing' NF, they're just not 100% back yet and they won't admit it or say anything about it).

Overall, NF is the winner. I will cancel BB at the end of the month. Mostly because I hate their (BB) website, it's badly constructed.

We all gain from the existing of both NF and BB. Either one of them standing alone will result in higher prices and lower service.; August 22, 2008 4:30 AM

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Friday, August 15, 2008

End of Week Update

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