Friday, August 15, 2008

Friday Morning Shipping Update

Let’s get right to it. This morning, we’re happy to report that all of our shipping centers are resuming normal operations after experiencing three days of significant issues. Throughout the night and as we post this update, our distribution centers are processing customer orders and getting them into the mail. If a member should have been shipped a disc Tuesday, Wednesday or Thursday, with rare exception it will ship today (Friday). As a result, millions of our members will receive DVDs on Saturday, in time (we hope) for some weekend movie enjoyment. But we know that’s not enough. The service interruption we experienced this week inconvenienced many of our members and put us in the awful position of disappointing people. So we’re taking added measures. For all members whose shipments have been delayed, we’ll be automatically applying a 15% credit to their next billing statement. Or, for new members whose first shipments have been delayed, we’ll automatically extend their free trial by a week. Rest assured that we are taking aggressive steps to fully understand the root cause of this week’s problems and safeguard against issues like these in the future. For now, we’re just happy to be able to get back to doing what we love most – delighting our customers. Again, most sincere apologies and thanks for your understanding.

298 comments:

  1. Can you please explain how 15% equals one week on failed service? It should be closer to 25%.

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  2. Sweet. Way to go guys.

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  3. Great, thank you Netflix. Glad the problems are worked out. 15% is sufficient compensation. For all you whiners, it wasn't one week, it was 3-4 days.

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  4. For those who aren't savy with math 31 Days X 15% = 4.65 Days for free courtesy of Netflix.

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  5. It's not "free" (courtesy of Netflix) -- I pay a monthly fee for the use of the service during this month and if the service isn't available then they are simply compensating me for the service that I didn't receive. They didn't give you anything for "free".

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  6. Sounds cool to me! I feel sorry for the Netflix employees at the distribution centers: I bet those discs are practically flying through the air!!

    Thank you Netflix!

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  7. Thanks Netflix for putting your customers first.

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  8. When do the pink slips start to fly. This was an expensive outage and it's going to cost some jobs.

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  9. Congrats on the restart!

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  10. Yes, they gave you nothing, that is no thing, for free. So that is to say they didn't charge you for an absence in service. That is called fair, don't expect so pretentiously to be coddled because of an accident.

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  11. 15%? What crap. I was expecting netflix to massage my huevos grandes.

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  12. What's weird now is that the two movies that were at the top of my queue that were scheduled to be shipped have been deleted from my queue. I had to add them back in into my queue and move them to the top of my list.

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  13. My sympathy to those whose queues were disrupted; thankfully mine has remained unchanged.

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  14. 15%? How bout 50%. It is not just the amount of time the service was down but the overall general inconvenience to customers. 15% is a spit in the face.

    Oh and why the hell is a company like Netflix using Blogger? C'mon guys - at least customize an installation of Wordpress, Geez!

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  15. If you're going to bitch no matter what Netflix does to appease you. Please, go over to Blockbuster....oh and get a life while you're at it.

    Have a great day making people miserable with your attitudes!

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  16. I don't see how anyone with a concience can expect more than 15%. The service was disrupted for three days, so 15% is perfectly fair. Don't act like this is some sort of human rights violation. You don't deserve a 50% credit.

    Also, it doesn't sound like the problem is actually fixed. He said they're still "trying to understand" the problem, so more than likely, they applied a bandaid that will hide the symptoms, but the problem still exists. Hopefully for the good of everybody involved, they can get this thing taken care of once and for all.

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  17. I had a similar queue issue. One movie was moved to the list of movies I have at home (with an arrival date of 8/9), which I certainly haven't seen yet and that date was before the shipping issues started.

    Two more were completely deleted from my queue altogether. They're all part of television series, so I hope they don't end up getting shipped out of order. =/

    Glad to hear shipping is returning to normal, though.

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  18. Also, David, what's wrong with using Blogger for a blog? Why should you waste valuable time and money on a system that has nothing to do with your service offering? That would just be stupid.

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  19. Everyone at Netflix - I am glad to see you are back up and running. Thanks for the credit. I though you should know I appreciate the hard work you have put in to get the system back up and running. Hopefully you will soon be able to exhale and get some stress relief. An outage like this is very difficult to handle especially if it is customer facing. Good luck all and good work. Thanks.

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  20. It was the VMWare ESX time bomb, I'll betcha.

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  21. 15% is not adequate, I'm sorry.

    I get 3 movies at a time, and in a rare moment of PLANNING AHEAD, I returned all 3 movies to get 3 more for my movie party tonight. Suffice to say, no movies arrived, so instead I have to go to the local movie store and rent 3 replacements. Total cost for 3 rentals? $12. Thats about 75% of my total monthly Netflix cost, so this 15% discount is bullshit.

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  22. Is there a way to see what was deleted from your queue? My top 3 discs were deleted, but I can only remember what one of them was.

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  23. You seriously need to verify how your backups restore and practice them. Also review your disaster recovery plan. An organization your size should never get caught with its "pants down."

    I have always been pleased otherwise. Only had one DVD get broken in the mail!

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  24. I don't see how anyone can expect a customer to get less than 50%. You can claim x days = only 15%, but it does not work like that.

    I get 6 discs a week. This entire week 0. Thus at least 1/4 of month is wasted. That is 25%, not 15%.

    Secondly a company should be offering more than the absolute minimum if they hope to keep customers happy.

    Thirdly, NetFlix should be financially punished for making a bonehead update without sufficient testing. That is: if this fiasco does not cost them a lot of money, they will make the same stupid mistakes again.

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  25. Those still complaining, shut up and go to BB. Really come on I rent six,I rent two, woo hoo babies. they were down 15% of the month and thats what they are giving back. Take it and shut up babies!!!!!

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  26. No shipping on weekends means Netflix service runs 21.7 days per month (52*5/12=21.7). As a percent of the month, 4 days offline is 4/21.7 = 18%. A 15%-20% credit is what should be expected and is what was given. For those of you who very existence is ruled by your Neflix queue, please get a life.

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  27. Thanks Netflix, good to hear you're up and running!

    I think 15% is sufficient, it could easily have been nothing. 15% to all those people is going to be a pretty big chunk of change out of Netflix's coffers.

    Not to mention, let's look at the big picture here, this is just movies. It's a great service to have and it was a little annoying having to wait but it did not affect my overall quality of life. It's not like it prevented me from going without the real essentials like food, water, shelter, and people. It probably made me talk to people more, actually.

    So I'm fine with it, good on ya, Netflix!

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  28. should be more like 18-20% not 15%???!!?? Are ya kidding me. Even at the most expensive plan(which i'm sure most are not at) the % diff is little over a couple of bucks. You guys are pissed about that. What a bunch of babies the complainers are. good grief shut up.

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  29. Can I place a vote for Saturday shipping. I know Netflix has been against this, but why. I would love to be able to ship a movie on friday, and get one in my mailbox on Monday morning.

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  30. Ive been reading a lot of posts since they were going to pull profiles about 6 weeks ago. I as extremly pissed when they said this and left some shiatty posts, when they went back on it I had nothing bad to say. When they said they were having technical problems I felt more bad for netflix because it was an accident and they were pissing off customers, but didnt say anything. Here's my point, people will take any reason to spit at netflix, "OMG Netflix fucked up, free month!" "No profiles! Why isnt Watch It Now on Mac?" XBOX Live? Why Isn't Watch It Now on Mac?" "Oh a free month for this 3 day delay! Why Isnt Watch It Now on Mac?" "Finally Mac cracked and created a plug in for you to serve us with Watch It Now! How about a refund for all those months I didn't have it" or "Why didnt you do this sooner, obvisusly you dont want us as a customer that bad!"

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  31. I can honestly see where people are on both sides of the fence. I tend to get 6 movies a week, and for me personally it's been over 8 days since the return of movies and still nothing shipped out.

    As far as finding something else to do, sure there's lots out there to do, but I have already paid for this.

    I feel that the blanket discount is a good way to deal with a lot of people, but there will still be some people upset about how it was dealt with. You can not please everyone all the time.

    Having a place to vent like this is far better then them canceling subscriptions.

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  32. All the people who assume that this stoppage of service doesn't really affect many people need to stop making grand assumptions of people they know nothing about. I have been in and out of surgery this summer, and my Netflix movies are one of the few things that keep me entertained and SANE while I go through a 3-month recovery in which I am confined to bed. So, yes, to some people, these movies are worth much more than others.

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  33. Overoptimistic. Customers service just told me that they have received no official notice of systems being restored. My 5 movie were returned in mail on 8-11, usually one-day turnaround, still have not been checked in at Salem OR center. Help center says wait until the 19th to report them missing. Under ordinary circumstances I would have had at least 5 and perhaps 7-10 movies coming in this week(!) with usual service, clearly not gonna happen.

    Oh well, I'm hoping to see my top q'd next week.

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  34. I was just wondering if any one else's queue has been updated this morning or has gotten ship confirmation emails. I have not, and I was wondering if I am one of the unfortunate "exceptions" who didn't get DVD's shipped today or if other people still had queue slots not updated or filled. I would appreciate any one who could let me the status of theirs, thanks.

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  35. daniel, Saturday shipping would mean having to pay people to work on Saturdays. Basically you would have to expect the price of the service to go up 20%-25% for Saturday shipping.

    Also, Netflix is not responsible for people having to pay $12 for Blockbuster rentals. If Netflix ceased to exist as a company tomorrow, would they then owe you for all of your DVD rentals? No, they wouldn't. They simply weren't able to provide a service for a few days, and their responsibility ends at making sure that you're not paying for a service you're not receiving.

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  36. The 15% works for me!

    My only question is: why hasn't my website changed since Tuesday? Once thats updated, I'll be convinced everything is back to normal:)

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  37. Sephora? SEPHORA???? Complete silence. I wonder if she will be donning her camouflage and storming the Netflix compound over that %15 issue... Thank you Netflix, sorry for the stress you guys have experienced. The %15 credit is very nice, and very fair. To all those ridiculous, over-indulged complainers out there who are somehow STILL complaining, please go to Blockbuster. It's where you belong.

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  38. 15%?!

    I have 3 movies at a time plan. With mailing time, I receive movies once per week. With this disruption, I will recieve nothing this week. That's 25% of loss to me!

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  39. You can take my 15% and give it to the people who commented earlier who can't seem to be satisfied by anything you all do. As a reminder that the worst thing that's happened to them from this outage is their movies were a couple of days late.

    Maybe they'll take that extra money and go buy a life.

    Your solution was fair, but I hope pink slips were not sent. I'm a tech, and I know that things can happen. I also know that every single person in your tech department is kicking themselves because of this event.

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  40. So, yes, to some people, these movies are worth much more than others.
    Poor logic. The value is the same for everyone in the same plan. If we both pay $17 a month, then we both receive the same value. The fact that you want it more than I do doesn't make it more valuable it just makes you more disappointed.

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  41. Netlfix must lose several million dollars for this massive "credit"/"refund". For those millions of dollars of lost revenues, they could have hired many top-notch engineers even if they are paid $100 an hour or more. I do not blame Netflix, I feel sorry for those "engineers".

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  42. Thanks Netflix! Glad you could get your system up by the weekend.

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  43. Netflix employs people to keep these systems running and to develop and maintain contingency plans. If there is an outage of this scope, then there was a failure and employees need to be held accountable (including the possible loss of their job). This outage cost Netflix money and is a "black eye" for their business.

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  44. Just a quick note of appreciation to the techies in Netflix's figurative trenches who have been sweating bullets to get the system up and stabilized. I've seen that happen and I say they are the true heroes here.

    Netflix's system vulnerabilities are now well removed from the realm of committees and speculation, and into the harsh light of uh-oh!

    Management, hopefully, will come round from any should'a-would'a-could'a and move straight to git-er-done.

    Don't forget to get "I Survived …" t-shirts.

    hubba-hubba-hubba

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  45. I receive movies once per week

    Oh I see, so if you choose to only receive movies once per week, you should get a larger credit? So, what if I choose to only receive mine once per month, should I get a credit equal to one month?

    Amazing. Can't please everyone.

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  46. I sent back one movie on Saturday of last week, two on Monday of this week, and I've yet to receive any in return, and the second two aren't even showing up as received by Netflix.

    If I don't any by Saturday, it will be one full week that I didn't receive a DVD. On top of that, my queue is out of whack; the one disc they said they might be sending today wasn't even in my top 5 requested discs, and two others have disappeared. Since I use Netflix to watch TV shows, this is a huge inconvenience, especially since I use Netflix FOR convenience.

    So while I feel like 15% is a low figure, it's better than nothing, I guess. Frankly, I'd be happier if they upped my plan for a month. Getting 4 or 5 at a time for a month instead of 3 would be more useful for $2.50 credit.

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  47. The rumor mill says this was caused by problems with an Oracle database upgrade.

    The person who calculated the 18% did the math correctly and said that the 15% credit was fine with him/her. So he or she wasn't complaining and shouldn't be called a baby.

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  48. Thanks guys, it happens sometimes, but at least you're back up and we're getting a credit. Back to my queue....

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  49. Someone in the development organization at Netflix must have purchased AccuRev Thursday night.

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  50. Our movies that were scheduled to go out for the past 3 days now say that they will be shipped on Monday. Maybe it's just a glitch, though, since the Netflix message on the website now says the centers will be shipping today. Guess we'll see. I usually get DVDs from Raleigh and Greensboro, NC, if that helps anyone else...

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  51. Hey I get 8 movies at a time.I pay over 50 bucks a month..15%..hmmm well it says movies are being shipped yet I had 8 in process,now all gone when I awoke this morning,I sure hope they kept track of movies I had there cause I sure as shit don't..lmao...I hope I gey me some tomorrow....as for JMAT...Dude get a life and stop busting peoples balls,better yet get a job you know what that is right...you some kind of computer engineer or something ...but past few days you have been some kind of loud mouth asslicking prick...JMAT SHUT THE F**K UP YOU ASS..congrats Netflix...

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  52. There are six kinds of entries on this blog:

    1. Obseqious Netflix praise: Hey guys, you only fukked up for three days. Congratulations. We love you and LackLustre Video sucks.

    2. Nasty Netflix complaints: Hey guys, you have screwed up my life forever. I'm going to LackLuster Video from now on.

    3. Nasty comments about Netflix complaints: Hey guys, get a life. You're addicted to movies. Go fuk your wife or husband or sumthin. Or get out your binocks and stare at the man in the moon.

    4. Positive comments about nasty comments about Netflix: Hey guys, you're absolutely right. Netflix as ruined my life too. Let's sue.

    5. Negative comments about nasty comments about Netflix: Hey guys, everybody has a right to complain so stop complaining about complaining! (People who make this comment are too dumb to see the contradiction)

    6. This one.

    By the way, there was an occasional speculation about what might be going on. You know, exercise of a little imagination type stuff. But that got called "IGNORANCE" by chris(t) so we may have to add another category.

    I'd say we're all losers here. As Firesign Theatre would put it:

    We're all Bozos on this Bus.

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  53. "We expect to ship your next available movie by Monday."

    You really do want your customers to leave, I see.

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  54. Netflix could be saving millions of dollars each year if they would open the ability for Mac users and non-Vista users to stream movies. Think about the tens of millions of users who are NOT Vista users. that Netflix still hasn't crunched the numbers and figured out that they are probably losing millions ot iTunes/Apple is a horrible management blunder.

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  55. More lies from Netflix.

    If you should have been shipped a disc Tuesday, Wednesday or Thursday, it will ship today (Friday).

    Then why does my queue say:

    We expect to ship your next available movie by Monday.

    ?

    (Note that on Tuesday it said Wednesday, on Wednesday it said Friday, and now Monday, but you're still claiming it will be shipped Friday?).

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  56. The problem is with Netflix's email systems. They werent able to process or send our email confirmations and thus the entire Netflix system crashed as it carried directly over to their order processing and mail delivery systems.

    Inability to send and receive email confirmations= NO NETFLIX

    Get a new email system Netflix. ASAP!!!

    This problem is only going to happen again if you use the same old POS.

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  57. I get 3 movies at a time, and am feeling the deep pain that others have expressed due to this shipping calamity. However, I also own many of my favorite movies. I bet other movie lovers out there also own their favorite movies. So, this week has been an opprotunity to watch a few of them.

    I love Netfix. I love not having to depend on Hollywood video or BB for my movies fixes, my tastes are not mainstream enough to be satisfied there. The 15% is just fine.

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  58. I didn't fit into any of those 6 categories. I just wanted to find out if there was any way to figure out which 3 DVDs were deleted from my queue. Luckily, I eventually remembered. They were "Six Feet Under Season 1 Disc 1," "The Big Chill," and "The Player." I tell you this because I know everyone was dying to know.

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  59. WAIT A MINUTE - I sent movies back on Monday, and normally they would have been received Tuesday and new movies sent out. But my Queue says that they expect to ship my next movie on MONDAY. That's pretty damn close to 1 week.!! This morning it said they were going to ship today, but now it says Monday. I wonder if they really have it fixed ??

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  60. The problem is with Netflix's email systems. They werent able to process or send our email confirmations and thus the entire Netflix system crashed as it carried directly over to their order processing and mail delivery systems.

    Inability to send and receive email confirmations= NO NETFLIX

    Get a new email system Netflix. ASAP!!!

    This problem is only going to happen again if you use the same old POS.

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  61. It's interesting to note that if you were a "free trial" customer, then you got an automatic 1 week extension on your trial. So, Netflix assumes that the outage was worth 1 week of additional service to "free trial" customers, but not worth a free week to existing Netflix customers. Message: our potential customers mean more to us than our current customers.

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  62. Jonathan asked "Then why does my queue say We expect to ship your next available movie by Monday"

    Answer: Because Netflix doesn't like you and has specifically targeted you out of us millions for punishment. In fact, when the truth is finally revealed, you will discover that this entire service disruption was just to piss Jonathan off. That, and also to add more conspiracy fodder for the Roswell UFO crash.

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  63. I'm getting tired of being lied to. My queue just changed from saying my long overdue movies will ship today (Friday) and now reads:

    We expect to ship your next available movie by Monday.

    The "resumed normal shipments Friday" press release is just more BS.

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  64. Read this post as it describes exactly why Netflix had this huge disaster with their service.

    "technology issue that affected the company's system for sending DVD e-mail alerts."


    http://www.appscout.com/2008/08/tech_glitch_delays_netflix_shi.php

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  65. 15% doesn't cut it, not even close. I've missed an entire week of service. Stop being so cheap and treat your customers like you care just a little.

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  66. Anonymous, if you bothered reading the other comments you would see that I am most definitely not the only one whose queue says movies will be shipped Monday, not the Friday Netflix's message said.

    Here's another prediction:

    More than half the people whose shipments were delayed will not receive any sort of automatic credit, and will have to call Netflix and actively complain to get the credit assigned.

    Because let's be honest, most people do not review their billing history, and that is exactly what Netflix is counting on.

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  67. Why does my queue say SHIPPING ON MONDAY?
    Right under the banner headline about how everything is shipping Friday?
    You've lost me Netflix. I've had it.

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  68. How many back-logged shipments do you think there are? They probably can't get them all into the mail at the same time. A couple of days of catch-up seems appropriate.

    But I would like to be treated as well as a new subscriber. I have often sugested that each continuing subscriber should recieve something extra on their anniversary date, like an extra 3 dvds or one week free. Something that lets us know that our continued patronage is valued.

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  69. Shipping today my rear end! My Netflix screen says (for all four slots) "We expect to ship your next available movie by Monday." And this after getting three movies put in the "Processing" category last night … only to get the slots emptied, forcing me to re-add the movies to my Queue.

    "SHIPPING MONDAY"? Netflix, I still love you... but I want a 25% credit for that!

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  70. Because let's be honest, most people do not review their billing history, and that is exactly what Netflix is counting on.

    Guilty as charged. I will happy if I receive it but I will not be taking any time to confirm a $2.55 credit. I've got other more important things to do, like watch paint dry.

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  71. How many back-logged shipments do you think there are? They probably can't get them all into the mail at the same time. A couple of days of catch-up seems appropriate.

    If their official statement claims that If you should have been shipped a disc Tuesday, Wednesday or Thursday, it will ship today (Friday). then that is what I expect, because that's what they said. To then say that a movie is shipping Monday, not Friday, as the official statement said, is an outright lie.

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  72. Let's all just calm down. We all know NBC sabotaged Netflix so that we'd all tune in for the Olympics. Don't let the bad guys win. They're counting on your frustration. You must persevere.

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  73. Reading these comments really has been a revelation to me. It's astounding to realize how so many people have so little to do in their lives. To get so exercised over this infinitesmal, atomic-sized glitch in one tiny corner of the universe, when there are so many other problems with which to be concerned, is almost unbelievable. If all this unfocused energy could be aimed at something worthwhile - just imagine what we could accomplish!

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  74. This sucks. They should give 15% PLUS double the amount of dvds sent today from your subscription package.
    How is it that a "technology issue" created all this havoc? shouldn't their shipping system be pretty fool-proof after 9 years? This sounds like a cover-up. I have a feeling all the low paid factory workers went on strike for the week.

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  75. Why does everyone assume the queue is the gospel truth? If Netflix has a database problem, it's very possible the queue timing is wrong. They say they are shipping discs today and they are probably doing just that.

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  76. I agree: I wondered if the messages of when the DVDs are shipping just change at a certain time of day. I'm gonna hope for DVDs tomorrow.

    Wojo, I'm glad you remembered your movies! I doubt that I could remember mine...

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  77. Read this post as it describes exactly why Netflix had this huge disaster with their service.

    "technology issue that affected the company's system for sending DVD e-mail alerts."


    http://www.appscout.com/2008/08/tech_glitch_delays_netflix_shi.php

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  78. I have had 2 discs that have been scheduled to ship since Tuesday. Now one has been taken off the queue completely and now :expects to ship my next availabel movie by Monday" WHAT HAPPNED TO THE FRIDAY shipments. Appears the problem is still not fixed. Anyone else seeing this problem?

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  79. Lora, I'm surprised I did. I have like 492 movies in my regular queue and then another 150 in my instant watching queue. I kept staring at the screen trying to picture what I kept seeing near the top, and the first 2 disc popped into my head pretty quickly. It took some clicking around in the Drama section to finally remember "The Big Chill."

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  80. Hey, it's only movies, don't worry about sending anymore DVDs. Kids are starving. In fact, why is Netflix even in business instead of curing a disease or something. [/sarcasm]

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  81. I think a 15% is ok for anyone impacted. I am really glad to see Netflix stand up and announce your shipping problems and take ownership.

    This is the 1st real outage I can think of but I am very impressed on how you handled it.

    Good work team...

    Jim

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  82. Thank you, Netflix! I am glad to hear that you are back up and running. :) And thank you for the 15% credit. I find that to be fair compensation.

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  83. Yes it should 25% for one week. 15% is an inslut. And I bet the way our (and my) Queue are screwed up that many of us do not see any new DVDs until next week. I know there was processing yesterday for two new DVDs and now they are gone. BLOCKBUSTER here I come.

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  84. I can tell y'all that queues aren't necessarily reflective of what they have or you can expect to receive. Mine has been a mess too, but I've gotten my movies when expected, anyway.

    So I'd advise everyone to be patient, leave the queues alone, and see what happens.

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  85. I have not recieved any discs from your company since 8/11/8 and now your web site is telling me you won't even be shipping any to me until 8/18/8???????

    We expect to ship your next available movie by Monday. (More)

    That's over a week of no service!

    A VERY DISAPPOINTED CUSTOMER :

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  86. Looking forward to getting my movies!

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  87. Just want to say...there are three companies that I truly enjoy doing business with. Cabelas, Costco and Netflix. In my opinion, customer service could not be better.

    Thanks, Netflix.

    P.S. I didn't expect any refund simply because not being able to see a movie on time is no big deal, but thank you.

    Don't let the nickel and dimers get to you.

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  88. "If a member should have been shipped a disc Tuesday, Wednesday or Thursday, with rare exception it will ship today (Friday)"

    Well, I guess I'm the "rare" exception. Went to bed last night, my queue told me that my next three movies (for those curious, THE WIRE, SEASON 5, Discs 2 & 3, and some flick called "EVIL" that's supposed to be a cross between "If..." and "School Ties") would be shipping today.

    Woke up today to find out that the Red Envelope is currently processing "MAGNUM FORCE", and my next to movies are, supposedly, shipping Monday. No "WIRE" (sniffle), no "EVIL".

    15%, eh? Let's see...not working since Tuesday (one). Not working Wednesday (two). Not working Thursday (three). Not working Friday (four). In all likelihood, won't receive the correct DVD Saturday (five). Possibly nothing to watch Sunday, and even if I do get "MAGNUM FORCE", not really what I had in mind (doesn't jibe with "THE WIRE")...but we'll give Sunday a pass. Monday, well, I won't be receiving anything, so it counts, 'cuz even IF (notice, that's a big if) they do, finally, get their act together, I still won't be receiving anything until Tuesday (six).

    6 days without receiving movies, when I'm on a 5-at-a-time plan?

    Epic.
    Fail.
    To say I expect more than a below the board 15% (6 out of 31 days is closer to 20%) reimbursement isn't "whining" or "whinging" or unnecessary griping from someone who feels they're entitled to more...it's the simple truth that we, as customers, deserve more. IF they get their myriad problems under control, I would take extra movies, a one time only bump up to one extra movie out a time, anything. Anything but the smallest feasible amount that the number crunchers have deduced.

    Oh, and for all those who think that Blockbuster is your only other option (and, let's face it, it's not even an option for a cinephile), there's always -

    http://www.greencine.com/main

    I haven't tried them, yet, but I do frequent their rather awesome blog, and I'm fairly certain, just based on browsing the titles, that anyone into cult films, Criterion releases, genre fare and the like will feel right at home with them.

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  89. I am amazed how many people defend this ?????? I don't even know how to describe it. But upon reflection, I agree. Get a life, read a book, and GET RID OF NETFLIX. I'm guessing all the people defending Netflix by saying get a life.....etc. think Netflix is a good idea. A whole alot of money in your pockets, or a whole lot of holes in your head.

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  90. It's not a matter of getting a life it is a matter of getting what I've paid for a movie

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  91. Jonathan: "Here's another prediction:

    More than half the people whose shipments were delayed will not receive any sort of automatic credit, and will have to call Netflix and actively complain to get the credit assigned.

    Because let's be honest, most people do not review their billing history, and that is exactly what Netflix is counting on."


    Let me explain to you how this works Jonathan. You see, the corporations finance Netflix. And then Netflix goes out and the corporations sit there in their, in...in their corporation buildings and, and and see that's, they're all corporationy, and they make money. Mhm.

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  92. If this is fixed, why is my next movie shipping on Monday?

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  93. The disks I got Thursday still say "Shipping Wednesday".

    So my guess is that when you see "Shipping Monday", it is the software thinking last Monday.

    Either way, I have confidence that Netflix will do what they say and ship them out today.

    No one would be hurt as badly by not doing what *reasonable* people would expect as Netflix.

    (10% of people will complain unreasonably, no matter who or what the situation.)

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  94. Funny, (well, not really) but, the DVDs that were supposed to ship last Tuesday now say they will ship on Monday - I guess I'm a rare exception.

    And please, 15% - is this going to be like the 'evxtra DVD' I was supposed to receive this month as part of the class action settlement?

    Well, you didn't come through on that, either.

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  95. Everyone that's mad is making it sound like Netflix wanted this to happen. I can't think of a single reason that would be true, other than some sort of bizarre ploy to gain sympathy from customers. The likelihood of that is probably fairly low. They screwed up, but they don't need to be crucified. It's one week without movies. I guarantee you'll still be alive when Monday and Tuesday roll around. I go through 6 or 7 movies a week so I'm not speaking from the viewpoint of someone who only sees something now and then. I love my movies more than most. And if you're really that mad about $1 to $4 (the difference between 15% and 25% depending on which plan you use), then that's really quite sad. You can try to argue, "Well, that $1 to $4 for each customer adds up to millions, and it went right into their pockets." You're right, but they still lost money in man-hours and other opportunity costs from the sound of this problem. They haven't been sitting behind their mahogany desks lighting cigars with $100 bills while all this has been happening.

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  96. I'm confused. At the top of my Queue page is a banner message that reads:

    Our Shipping Centers Are Mailing DVDs

    Delayed DVD Shipments Are Being Sent Today (Friday)


    Yet my actual DVDs read:

    We expect to ship your next available movie by Monday.


    Someone isn't telling the truth.

    And for all you apologists posting what a great job Netflix is doing - if you are happy with your terrible service that's fine, but I expect the service I paid for and was promised. I don't want a refund, I want them to do what they were hired to do and ship the DVDs in a timely manner. There is no excuse for what will now be a week-long delay in mailing out the DVDs. Blockbuster anyone?

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  97. The Friday shipment update is still not true - my online update is now pushed back to Monday, the 18th.

    I mailed back three DVDs on August 8th, so yes, a delayed shipment on August 18th will be a 10 day gap and 12-13 days before I receive them...

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  98. My movies aren't shipping until Monday! And they haven't recognized the DVD I returned on Wednesday. sigh.....

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  99. The Netflix apologists on here make me laugh. Customers have a right to complain when service does not meet expectations and that is absolutely the case here. For many of us, it seems to have gone far beyond losing 15% of this month's service.

    Movies were lost from my cue. I'm now told my next film will ship Monday. And the movies I've returned in the meantime still aren't checked in (who knows when those will ship).

    The entire manner in which this was handled has been pathetic.

    --A.S.

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  100. I'm glad things are back up and running! Just FYI - I still got movies from the NYC shipping center through this week so I won't be enjoying the 15% rebate, however my queue is pretty messed up. For a 4-movie sub, I have 6 movies currently in my 'out' section. 2 Movies I returned are still on the list along with the 2 shipped after they got them. I also received one on Thursday and it still states 'shipping wednesday.

    My advice for right now is to not trust what your queue says at the moment.

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  101. Mine didn't ship out today and now it says on mine that they expect to ship on Monday. What gives?

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  102. Should have received my movie on Wednesday, but didn't. Then I found out about all the problems and was sympathetic. After all, these things do happen.

    Today I saw where shipping had started once again, so I expected to receive my movie perhaps on Monday.
    But I got it today!

    Thanks Netflix for being open about the problem and for communicating with your customers along the way.

    I love your service.

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  103. A. I don't think 15% is sufficent, but honestly I wasn't expecting to receive what should have been right. I haven't had any movies sent since Monday, and assuming this is fixed, won't receive any movies till Monday. That is a week, which doesn't add up to 15%. However, I also own a business and with 8.4 million customers they are already going to be hit hard with this outage.

    B. How can people tell others to "get a life" when they complain about not being happy with 15%. How are YOU any better telling them to "get a life"? How about YOU read book or "get a life" and stop worrying about other people and what they are complaining about.

    Everyone handles situations in a different way. You may not be outraged by loss of service with Netflix, but I am sure there is somethign you are outraged about that someone else thinks is foolish. Some people just need to rant to feel better. Let them rant.

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  104. So now not only do I get screwed over on damaged dvd's, (I rent them once, and when they don't work Netflix does not replace it, they give me the OPPORTUNITY to rent it again, like that is any kind of compensation; not even the local rental stores force their customers to pay a second time for damaged discs.), but now when their entire shipping facility fails, (not just mine or your local facility but the entire U.S.), they slap me in the face again by offering me, (a current customer), a paltry 15% compensation, while at the same time offering NEW customers a 25% compensation????

    Incomprehensible!

    Hmmmm, that http://www.greencine.com/main
    is looking really tempting!

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  105. You know when you deposit money in the bank on Friday after 3 pm, but it doesn't show up in your balance until Tuesday? That's what's going on right now with Netflix. The databases are lagging and they are not synced up with the actions of the real world. I bet your precious movies are shipping today and Netflix will spend the weekend catching up the data. Give your queues a few days to settle.

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  106. The complaints people have are understandable considering how companies offering a service so often abuse customers in ways companies selling actual goods would never dream of.

    Imagine if Best Buy made you pay a month in advance for a 60-inch TV, then when you went to pick it up they told you they only have 30-inch TVs available and though they really owe you nothing, out of fairness they've decided to offer you a credit of $20 per missing inch. Which you'll receive not as an actual credit but as a discount the next time you prepay for an item at Best Buy. I think some bitching about that would be justified.

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  107. Although, shipping issues are suppose it be solved and movies shipped today (Friday.Two of my movies are not being shipped until Monday (of course,it could be relayed again). The three others movies have not been processed yet they should have arrived two days ago on Wednesday. Four movies were deleted from the top of my queue. I do not think all is well yet.

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  108. I'm going to guess that the fact my que has not changed means . It has one still blank and three still shipping this past Wed. I've not been one of the people exploding about this but if people do not get stuff tomorrow I think it should be a 25% discount.

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  109. This comment has been removed by the author.

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  110. It seems to early to call the problem fixed if 1) the cause is still unknown and 2) there are still customers affected (who haven't received the DVDs they have requested and expect.)

    I have been happy with Netflix service until now, and intend to reserve judgement until the situation is fully resolved.

    We all have a choice to take our business somewhere else if Netflix doesn't ultimately resolve this in a fair and timely manner.

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  111. 15% is complete BS. That is what they HAD to give if they didn't want to be sued. But to put a good face on everything and to keep their customers happy they should have given 25% minimum. I have missed a weeks worth of movies, not 3 days. My queue still says my next movie is shipping "Tuesday". Who knows if that is last Tuesday or next Tuesday since it has said that all week. I now have no movie to watch on my Saturday movie night when it should have arrived Wednesday. I had no movie to watch Wednesday, Thursday, Friday, Saturday, or Sunday. And if you believe the "Tuesday" arrival date in my queue, no movie on Monday either. That makes 6 days, not 3.

    And the Netflix butt kissers out there sound more like Netflix employees. How can you praise a company for treating its customers like crap? They lied constantly through this whole thing: "We will send you a personalized email letting you know what's going on" Lie! None was sent. Lying and angry customer service agents. Lying posts on this very blog saying "We will be up and running tomorrow!" Then tomorrow comes and they aren't up and running. No, I will not go to Blockbuster, but don't tell me I don't have the right to complain about a major f up on the part of Netflix.

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  112. some people who rant over things like this should get a life. Gee did your world end cause you could not get your movie and 15% is not much compensation, yes you need to shut up and not rant those that do are spoiled babies.

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  113. I am currently using my free month awarded from the class action suit against Netflix for throttling. I canceled my account in 2005 because it was taking a week for me to get one disc. I was actually thinking of restarting my subscription at the end of my free month. Because I'm not a paying customer now, I've gotten no emails about the outage and my discs aren't scheduled to be shipped until Monday. There is also no added benefit for me; no 15%, no free week. Way to go Netflix! You're permanently losing a customer.

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  114. I was supposed to have DVDs shipped on Wednesday 8/13 and accroding to my account THEY WILL NOT BE SHIPPED TODAY(Friday).

    The website say my discs will not be shipped until Monday. What's up with that?

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  115. My top movies are gone from my que and now they are shipping be the third Volume in a Series when i have not seen the first two.
    The others movies i sent on Tuesday still have not shown up recieved. i hope they get this fixed soon.

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  116. You guys stink.
    Going to try Blockbuster.
    Friends claim faster servide, over 30K titles, get a loaner movie from the store while the're shipping a new one all at a comparable price.

    Tired of your bad service even before this most recent service issue.

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  117. For all of you who have the ability to use the Watch Instantly feature:

    There's a group called (on Ning) Instant Watch Treasure Hunters that currently has a number of lists that are constantly being updated. Among them are:

    Instant Watch Titles that will expire on X date.

    Titles with less than 1,000 ratings
    Titles with less than 5,000 ratings
    Titles with less than 10,000 ratings
    Instant Watch Titles with over 1 Million Ratings

    And more.

    Come join us over there.

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  118. Great job fixing the problem super fast. How/when will we know if we were compensated? I should have been shipped Strange Wilderness a few days ago but it finally came today(friday) which was a shock to me lol.

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  119. This comment has been removed by the author.

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  120. Netflix - you are the best. I have been very happy with your service over the years. Mistakes happen and I think you are doing a good job in making up for it. I've missed my movies - but I'll live! You are always going to have idiots who act like this is the worse thing in the world - I'd hate if something REALLY bad ever happened to them.

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  121. Friday's Nexflex posting: "If a member should have been shipped a disc Tuesday, Wednesday or Thursday, with rare exception it will ship today(Friday.)"
    Well, one of my movies says it is to ship on Monday and the other three have no shipping scheduled. In fact, it does even say the movies arrived. I thought this was fixed?

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  122. Compensation should be at least 25%--assuming I actually receive the movies next week-but what would make me happy is additional movies--I personally rent 5 at a time--I don't have tv cable only internet access/ It has been a full week without movies--I mailed them back last Friday and my queue indicates nothing will be sent until Monday of next week---I won't receive them until Wednesday! I live in a small town, I work erratic hours so renting movies works for my lifestyle. This has been an inconvenience--yes-I will survive--but maybe not as a netflix customer if not compensated and treated with respect about my complaints!

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  123. Wow. What a range of comments. I had to add mine. As a member of the IT community, I applaud your communication to the users. It is not an easy thing to deal with when systems go down. I am grateful for the compensation. Great job. I do miss my DVD's but I understand things happen.. especially with shipping systems!

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  124. i guess some of us are getting are movies and some are not. My family and I are still waiting for our movies to be shipped out (should of happened on Wed.). It states they will be shippped on Monday now. I understand how problems happen. But I wish Netflix had not promised we would get movies this week.

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  125. boo hoo - read a book

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  126. 15%?????? Do they have any idea the impact this has had on people's lives? Last night was possibly the worst night of my life. With no movies to watch, I was forced to sit and talk to my wife. We found that, after 10 years of marriage, we no longer have anything to talk about but movies. It was too awkward, so I decided to go to the video store to rent something. On the way there, I got in a car accident. My car is totalled. My dog, who was in the back seat, broke her leg and had to be euthanized. To top it off, my wife blamed the whole thing on me since it was my idea to sign up for Netflix in the first place and this morning filed for divorce.

    I expect at least 5 bucks for my trouble.

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  127. Wow, thanks for the great idea ("boo hoo - read a book"). I would have just been sitting and staring at my blank TV screen were it not for you giving me advice about other ways I could spend my time. Nitwit.

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  128. Netflix holds their employees highly accountable. It is time that we do the same. It may be just movies we are watching but it is a service and we are paying for it! This is about the 3rd time in the past year this has happened.

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  129. Congrats on the fix. Go Netflix!

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  130. Ok, I'm confused. The note on the website says shipping today, but all my movies say shipping Monday. Please acknowledge on the website that some us still aren't going to get movies.

    For those of us not getting movies until next week, will we get credit for the those days as well? There is only a mention of credit for Tu-Th delay.

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  131. Should have received:
    Wednesday (1)
    Thursday (0)
    Friday (1)
    Saturday (1)
    Tuesday (2)

    Actually received/will receive:
    Wednesday (0)
    Thursday (0)
    Friday (0)
    Saturday (hopefully 2)
    Tuesday (0)

    ...guess I'm not getting any new releases next week...sucks but I think they handled it pretty well...15% is ok assuming all is back on track...if these movies don't show up and they're backlogged into next week I might need a little more.

    one movie went from Shipping Today (on Tuesday), to Shipping Wednesday...it still says Shipping Wednesday...another movie I sent in has no acknowledgment to this point.

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  132. My top movie was deleted from my queue too. I put it back up there, but it still says next one shipping on Monday. Whatever. I will pay much more attention to everything Netflix does from now on.

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  133. How come anonymous rants soooo much but won't leave his or her name? What a whiner!

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  134. Thank you to everyone at Netflix for providing such excellent customer service. I don't mind the delay, given how fast the DVDs arrive, but I appreciate the discount! In the meantime, I enjoy the movies and TV shows on Roku, which is wonderful. Thank you Netflix, you guys are the BEST!

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  135. Thank you to everyone at Netflix for providing such excellent customer service. I don't mind the delay, given how fast the DVDs arrive, but I appreciate the discount! In the meantime, I enjoy the movies and TV shows on Roku, which is wonderful. Thank you Netflix, you guys are the BEST!

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  136. you guys handled this fairly well... I would have appreciated an earlier update via e-mail not so much cause it would benefit me personally (cause I subscribe to the blog) but for people like my parents who only get info through email from you guys, coincidentally though they got their movies and mine have yet to ship... (going to same address) but oh well 15% is more than generous I was expecting less like maybe a credit for an extra movie one week or something lame like that. No matter how much you plan sh*t happens and I applaud you for (mostly) being right on top of things. As for the people still complaining 1 it's just movies! It's not life an death, and 2 I understand we are all paying for the service but constantly dumping on netflix who still for the most part provide top notch service is uncalled for. I've tried other similar service and customer service/speediness wise they all blow compared to netflix. Hey if it's not to much to ask though... please start streaming to the ps3 and have you ever thought of renting video games???

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  137. For the me the issue is not whether 15% is sufficient compensation rather that Netflix says they will be shipping on a certain day and then that changes.
    Two of my movies are shipping on Monday and four are in limbo.

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  138. Those touting Netflix's "generosity" of providing the 15% "credit": IT'S YOUR MONEY. They are just refunding YOUR money to you because they did NOT provide you service during the outage (and arguably not a refund for the full proper amount anyway). It's nothing more -- stop acting like they are doing you some tremendous favor with the "credit". If they offered something like 50% -- then it would be compensation for the outage and an added "sorry for your troubles" bonus.

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  139. Thanks, Netflix. You have more than met my expectations by being open about the problem and issuing an automatic credit.

    By the way, I love my Roku player! I thought that I would use it occasionally, but there's enough great content that I downgraded my cable. The savings will pay for the Roku in just a few months.

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  140. oooo it says it shipped today but now monday they said it was fixed but it is not updating. Good grief people give them some time to get it going. go read a book, stare at a blank tv. my goodness you have to get a life. If movies are your life, then yes you are a sad sad person.

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  141. Obviously disappointed at this week's outage, but life goes on. The following is the only email I have recieved from Netflix this week (honestly)...

    "Dear Neil,

    Thanks for your continued support of Netflix! We'd like to let you know that the credit card you're using on your Netflix account will expire this month. If you've received a new card with a new expiration date, please update your credit card expiration date (https://www.netflix.com/CreditCard).

    If you haven't received a new card, please remember to update your Netflix account as soon as you receive the new expiration date, so your service won't be interrupted.

    Thanks again for your commitment to Netflix. We look forward to continuing to bring you the very best DVD experience!

    -Your friends at Netflix"

    ...you have to smile don't you? Wouldn't want my service to be interrupted.

    Cheers,
    Neil

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  142. I love Netflix andI'm on the side of patience in this whole mess but now I'm starting to get a little pissed off. Two movies at the top of my list were deleted. I've added them back on twice and when I go back later to look at my queue they've disappeared or have appeared lower down on the list. What the hell? Is the problem really fixed? Or are we going to be getting another message later today?

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  143. To all of you who are telling us to stop crying (Jmat and Shelley to name a couple), you know what you can go do with yourselves?

    As long as a person is a paying Netflix customer, they have the right to praise Netflix or bitch about them. Those of you who are Netflix praisers have no right to tell us who are bitching to stop or suggest we go to Blockbuster. We pay for the service - we have a right to our complaints.

    Now I am a Netflix brand evangelist and have no intentions of leaving them. I don't even care that movies are delayed as I have a life beyond watching movies.

    I just think 15% is such a cheesy gesture. They should offer at least 50% or nothing. 15% is not going to save them from this PR disaster. It is not the money but rather the principle.

    Finally to the guy/gay (Anonymous) who questioned why Blogger is wrong for a company like Netflix - you got to be kidding me right?

    A company as large as Netflix should have their own systems and not depend on a free Google service.

    Also regarding "why Netflix should waste valuable time and money on a system that has nothing to do with your service offering" I'd say you are certainly misjudging the power of the blogosphere as well as why having a blog is of vital importance to Netflix's customer relations strategy. Just look at how many comments are already on this one post.

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  144. To all those who think 15% is insufficient: when's the last time you got a refund from your power company for a power outage? Or from your ISP when your internet connection went down. Think about it.

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  145. david, I don't think you get it. Why would you build your own blogging software if it already exists for free? It would be throwing away money, only to increase possibility of bugs. It would be utterly stupid. Next are you going to suggest that they should build their own operating system to run their software on? And while we're at it, how about we design our own microprocessor?

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  146. Regarding the comment about "refund when your power goes out"...

    When your power goes out, your meter stops running and, thus, you don't get charged for power you don't use. Reputable ISPs and phone companies will give you a refund for outages. Netflix isn't doing anything special here.

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  147. Anonymous (http://blog.netflix.com/2008/08/friday-morning-shipping-update.html?showComment=1218833280000#c7576507531411956703) - you don't get it. Wordpress is also free.

    And for a couple grand, you can completely customize it to match your site branding as well as host it under your own domain.

    Are you telling me Netflix doesn't have a couple of grand to customize a free installation of Wordpress which I might add would then be their intellectual property and not some free service that is dependent on Google.

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  148. This has been going on since Monday as far as I can tell. In that time, I have yet to receive a single e-mail from Netflix stating what was happening with my account. When I went to bed last night, my queue showed 7 titles in the processing status. Today? They're gone. I guess I'm one of the rare exceptions who won't be seeing any new titles in time for the weekend.

    I'm on the 8 at a time plan and normally get 16 movies a week. This week, I have received 0. To me, 15% isn't quite good enough.

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  149. I've seen the 15% mathematical calculation on a message on my queue.

    It's not - 15%, that is. Someone needs to brush up on their math. And for the record, my DVD got back to Netflix on Monday, August 11 - or so it said in my queue - and the same queue says I won't be shipped a DVD till Monday, August 18. So that looks about like a week to me - and about 25%. Of course I realize that's a bigger number than the one they already can't accurately calculate.

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  150. Those of you who are Netflix praisers have no right to tell us who are bitching to stop or suggest we go to Blockbuster.

    Sure we have a right, it's called the First Amendment. Since you have no movies to watch, spend a few minutes reading it.

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  151. When your power goes out, your meter stops running

    Isn't this what the Netflix refund is for? To return the value for the meter that kept running when it shouldn't have?

    You don't see the power companies sending out "we're sorry, here's a few bucks for your trouble" refunds, do you? Netflix shouldn't either.

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  152. Edtheripper, how do you go through 16 discs a week? I'm not doubting you. I'm borderline impressed. I just don't see how someone can do that, unless they are in a unique situation (i.e won the lottery and don't work, won a lawsuit and don't work, your job is to watch movies).

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  153. I can confirm what another customer said about top-ranked disks disappearing from the Queue. On Thursday, two top disks in my Queue were tagged as "Processing." However, on Friday, those disks had completely disappeared and were not shipped. Another disk was tagged as "Processing." I had to add back those vanished disks just now.

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  154. I felt patience all week but it is starting to wear thin....

    1) 2 of my movies are shipping on Monday now
    2) 4 of my movies has not been processed
    3) 2 have been processing

    And 5 of my movies were deleted

    Since I sent my movies all back last Monday I have not received any movies this week.

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  155. "Sephora? SEPHORA???? Complete silence. I wonder if she will be donning her camouflage and storming the Netflix compound over that %15 issue."

    LOL. That's gold, Jerry. Gold.

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  156. OK for all who are complaining about their queue it clearly says in the post above your queue "Your Queue may not yet reflect what we have received and shipped. We expect your Queue to be up to date later tonight." Now quit bitchin about your queue and go find a live human being to interact with instead of sitting debating and compaining.

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  157. Boy, some of you folks are not very good self-advocates.

    I most assuredly have gotten refunds from the electric company over extended outages. They've bought me groceries twice in the last two years.

    And if my cable goes down for more than 24 hours, Comcast refunds me also - on a prorata basis, not some figure they dream up and then screw up in the calculations.

    I guess all you folks have more "disposable" income than I do - as in throw it away. . .

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  158. Just in case you missed the other guy's post:

    "Your Queue may not yet reflect what we have received and shipped. We expect your Queue to be up to date later tonight."

    So there it is. I don't want to read any more "OMG! My moviez r shippin Munday! I hate u NF!" posts ever again.

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  159. I have never had any issues with netflix but missing a week of services and only getting a 15% credit is insufficent. To make it worse when i called customer servies. The two people i spoke with Jet N. and Kelsey R. were very rude. Kelsey told me that it was my problem and to find something else to do this weekend. my movies would be here Tuesday.

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  160. To all those who think 15% is insufficient: when's the last time you got a refund from your power company for a power outage? Or from your ISP when your internet connection went down. Think about it.

    First of all, as others have pointed out, when the power is out the meter stops running. When netflix service is out, the meter does not stop running.

    Secondly, if you contact your ISP they will indeed give you the appropriate credit for days without service.

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  161. This is total bull. I lost FIVE shipping days, out of the total 20 in a month. My movies, which I should have gotten last Tuesday, are now, based on the information given to me in my Queue, are expected to ship on Monday, and I'll get them next Tuesday, making them a full week late to the party. That's five shipping days out of the twenty in a month, 5/20, or 25%. 15 percent is not enough; you should give 5% for every day missed, not some bull "everyone missed three days" when everyone missed four and a large chunk have missed five. Netflix, you have really screwed us over, and I will likely switch over to Blockbuster Online if this shitty service is repeated.

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  162. "Have you ever tried simply turning off the TV, sitting down with your children, and hitting them?"

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  163. Hi,

    I was not aware of the shipping situation at Netflix. I did not get any notice or else. All I saw in my queue was "...will ship on Wednesday", "...will ship on Thursday" and now it says "...will ship on Monday". What happened to Friday??? I am really disappointed about this.

    Good for your employees that you got back on track, though.

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  164. my queue has shown "shipping Wednesday" since Tuesday. the movie shipping Wednesday arrived Thursday but the website still hasn't changed, other than two movies that were at the front of my queue have vanished!

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  165. Maybe they just seem to be deleted. And are in the ready to ship category but since the queue is not completely updated, it is not showing.

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  166. 3 DVD's (Blu-Ray) returned last Monday but nothing shipping until this coming Monday. This is the Greensboro, NC center.

    I believe that would be equal to a 25% discount, not 15%.

    Anyone else getting shipments from Greensboro, NC?

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  167. I am completed fascinated at the threats to cancel Netflix because they offered a 15% refund instead of 25%. You do realize for the $16.99 plan that's less than $2?

    Man, money must be really tight with some of you folks. Maybe you should cancel and add to your savings a bit so you can weather these storms.

    ReplyDelete
  168. 15% of the month was there down time, but they got my movies back the 12th (not sure why they didn't get them the 11th.)Now after 3 movies were said to be shiped and then deleted from my list. I won't be getting any movies sent to me til the 18th, and I won't get them til the 19th. Thats a week. They are giving free trial members a week extra, so I don't see why the people who have been members for months or even years get the short end of the stick!!! They were DOA for only 3-4 days but its going to take a week or more for them to get staitened back out.

    BTW, I'm not whining, I'm POed, at not only the fact that I didn't get any movies this week but also at the, 15% of the month that was there down time, so it was a "gift" from them to give us the 15% off of next month.

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  169. I talked to a customer rep today, who is aware of the disappearing from the queue problem. she said not to keep adding it back, as it's still "there in the background" as they are I guess still retrieving data. She said if you keep adding it back, you may get it more than once. Maybe someone here from Netflix could enlighten us about this.

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  170. 15%, 25%, 50% ... it's all too little, too late. I returned two movies on Monday. I should have gotten two on Wednesday. Since then they have been claiming they have sent one already and expect to send the next one the following day. Now, it says the next disc will be sent on Monday!

    I haven't gotten anything yet. The irony of it all is that I have a TV series in my queue, and they claim to have sent Disc 2 and "expect to send the next available movie by Monday".

    What crap is this? Even if they do manage to send Disc 2, how does that help me?

    The more correct solution to is to increase the number of outstanding discs you are allowed to have for a week or so AND have their employees work all night tonight to fulfill the orders and send them out on Saturday.

    I don't expect companies to be perfect all the time. Stuff happens, but it's how they handle these problems that show what they are made of. 15%?!?!?!... pssft... Not to mention that they never sent me an email. They claimed to have sent emails to all who were affected. Time to look for a new provider.

    - Very dissatisfied customer

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  171. I tried propping up a book on my TV stand. Nothing is happening. What are these things supposed to do?

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  172. Oh Goober, you're so silly! Try flipping the pages really fast, and it'll look like the pictures are moving. It's almost like you ARE watching a movie. Ooooh....ahhhhhhhh!

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  173. If you ordered and paid for a $12.00 large pizza and they delivered the $8.00 small, but offered to give you back $4.00 on your next order -- you wouldn't be running around thrilled about how great the pizza place is for giving you a credit.

    That was your money that you paid for the pizza -- the fact that you paid for the large and got the small and were offered a credit on your next order, doesn't make the pizza place special.

    Netflix is doing the exact same thing. They are giving you your money back (as a credit next month) because they didn't provide the full service you paid for this month -- which they SHOULD be doing anyway. In their blog posting, they make it sound like they're doing us some wonderful favor by giving us a credit.

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  174. The first four items in my queue disappeared also over the last few days. I had too add them back into my queue.

    I am curious if Netflix will have cleared out the backlog by Friday. I kind of doubt it, but I have no idea. Would operate over the weekend to clear the backlog out?

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  175. I agree with others who say 15% isn't enough. 3 movies returned Monday, my queue was updated on Tuesday, and now I show "shipping on Monday" ??? Something isn't right here. Every customer got treated the same, without regard to how many movies were returned. So somebody who returned a single movie still get 15%, while I also get 15% ? Bad analysis, Netflix.

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  176. Time to look for a new provider.

    I'll bet Reed Hastings is slumped over his desk right now in mental agony thinking, "NOOOOO!!!! What can we do to win that cheapass back????"

    It just won't be the same without you, dude. Enjoy Crapbuster.

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  177. People who ridicule others that view what may seem an overly large number of videos, do need to know that all people are not physically able to venture out in the world. I would love to walk on the beach which is 5 miles away. Go to the mall, well maybe not. There are so many other venues to view current FREE TV shows (OK not movies) that I will not tolerate Netflix. Their PR staff could not even admit that people were unhappy. Check it out. www.Hulu.com (general TV). Shows that are not available on hulu, try CBS.com, and ABC.com. HULU has movies but I have to admit it is even more limited than the Netflix instant viewing.

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  178. Netflix customers have got to be the most whiny, fickle customers I've ever seen. If this was a regular occurrence, I'd understand, but in the six years I've been a customer, this is only the second time there's been a problem, and both times the customers were kept well-informed of the issues and were given a refund for days lost. Considering the reactions that happen so frequently amongst the customers Netflix should think about shipping a rattle and a pacifier in place of the refund. Good lord, what do you people do when a REAL catastrophe happens? Crap happens, and considering how well Netflix operates it's due for a glitch now and again. Read a book. Look for an apartment so you can move out of your parents' basement. Go outside. OR keep posting, because all these righteously indignant posts are funny as hell.

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  179. "- you don't get it. Wordpress is also free.

    And for a couple grand, you can completely customize it to match your site branding as well as host it under your own domain.

    Are you telling me Netflix doesn't have a couple of grand to customize a free installation of Wordpress which I might add would then be their intellectual property and not some free service that is dependent on Google."

    If you want to throw a couple grand down the toilet for your company, go ahead. I'm sure Netflix evaluated the problem when they decided to go with blogger that it's totally silly to pay a few grand to customize something that works fine and will achieve very little with customization. The simple fact is, this is a freaking BLOG. It would be stupid and useless to spend money on it if it's not necessary.

    I think there is a comic strip written about people like you. It's called "Dilbert."

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  180. Happy to hear the good news. Can't wait to get my movies!! YAY.

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  181. I wonder how soon will we see the Que's updated. Some DVD's I returned haven't been updated and some movies have been deleted. I'm glad Netflix is back up in operational mode....now I can get back to watching movies this weekend... (fingers crossed) !!!

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  182. I guess we're one of those 'rare exceptions' because we've been waiting since Tuesday, and it now shows 'Monday' on our queue.

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  183. From the New York Times:

    "Netflix, the DVD-by-mail service, largely ceased shipping DVDs to its 8.4 million subscribers for three days this week. The company vaguely blames a technology glitch.
    Yet, as a result of the mess — which was resolved earlier Friday — customers are now applauding the company’s honesty. Its stock, as of now, is up on the week, not down."

    It's clear that neither investors nor the vast majority of Netflix customers are paying any attention to the trolls who have been whining on this blog the past few days.

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  184. Here's what I think right now: They didn't fix it yet, movies are shipped Monday because they are stealing time so they can work on it over the weekend.

    Great...

    And to all those with the great advices, like read a book or exercise: You want to read a book, good for you but I think you're at the wrong place. This is Netflix blog. It's ABOUT MOVIES. If you're saying you pay for a service you don't really need or use, that's your problem.

    Again, not the end of the world, but annoying. Yes, I have plenty of things to do, but this is my 'getaway', this is my 'fun' and we're still in the dark really.

    It's what it is, no more no less.

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  185. Just curious to see how many people are actually havig movies shipped today. I wondered how many were "rar exceptions" like me, who have still seen NO activity in their queue since Monday. It's almost 5:30 so I am not expecting any movies u ntil next week. Thank Goodness for the Olympics.

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  186. CNBC’s Jim Goldman is reporting this afternoon that Netflix (NFLX) has repaired the service outage that prevented the company from sending out movies since Tuesday due to a glitch in the logistics system it uses for distributing the discs. The financial impact may be more than some were expecting. The company tells Goldman it will be granting a 15% rebate on the monthly subscriber fee to 3 million of its 8.4 million total customers. That’s higher than the 5% that Thomas Weisel analyst Lloyd Walmsley estimated in a note he put out yesterday. In that note Walmsley concluded that the outage would be “neutral to EPS” this year.

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  187. Netflix tech problem persists
    By Juan Carlos Perez , IDG News Service , 08/15/2008

    A technology problem that has seriously disrupted Netflix's ability to mail DVDs to subscribers enters its fourth day Friday.

    In its latest update in the Netflix Community Blog, the company said on Thursday afternoon that it was making progress in fixing the issue and that it hoped to fully restore its shipping operations by Friday.

    However, at 10 a.m. U.S. Eastern Time on Friday, Netflix had provided no further updates and it hadn't modified the problem alert on its home page for subscribers, which warns that DVD shipments have been delayed since Tuesday and that credits will be applied to the accounts of those affected.

    Netflix first acknowledged the problem in a blog posting Tuesday, saying a "technology issue" would prevent it from shipping DVDs, crippling the company's core mail-based movie rental delivery operations.

    Related Content
    By Wednesday, Netflix managed to ship DVDs from about half of its distribution centers. However, the operations collapsed again, preventing the company from putting movies in the mail on Thursday morning. The company got some distribution centers again up on Thursday afternoon.

    "We hope to bring the rest of our facilities back online overnight and be shipping from all of our distribution centers on Friday. But the issues we've faced over the last several days have been significant and there's no guarantee at this point that our shipping operations will be fully restored by tomorrow," the company said in its latest blog posting.

    The extended problem is an embarrassment for a company that typically ranks high in customer satisfaction among e-commerce players and that has been lauded for using the Web to disrupt and improve the movie rental business.

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  188. Does anyone have 'shipping today'?? I have 'shipping Wednesday' and all I read other are having is Monday (lucky ones?).

    Maybe it's just overload?

    I don't care about the 15% really. If a show was canceled you don't say 'yay, I got a refund! Thank you!', face it, it sucks.

    It's Friday night and I know exactly what I knew on Tuesday, nothing!

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  189. Everyone, Stop your pitiful whining! Jesus what a bunch of babies!

    "Oh no, my movies didn't come in on time and I don't care that systems that control Netflix shipping etc failed! Oh poor me, I expect nothing more that perfection in my life...that includes you NetFlix!! If only I had a blog to complain to the bank every time the ATM is down! If only I could complain every time my car wouldn’t start...if only...if only...ARE YOU LISTENING TO ME!!" "I’m a loud, whining, selfish, self absorbed, 'don’t put me out' type of person! Everyone should care about what I want!! ME ME ME ME!!! Everyone loves me!!! AND SO SHOULD YOU NETFLIX!!!! I think I deserve a whole year of free videos now just because you pissed me off so much! That’s it…I quit!! Good BYE!

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  190. I love your service, especially the instant movies, tv, and documentaries. I can understand the feelings about "I'm the customer here and ... upset about an issue" but let's not forget the mistakes we make in our own lives and jobs and have an empathetic attitude towards others. Overall great job! I can only hope to equal this excellent track record.

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  191. I think it sucks that this was the first week I was receiving the upgrade to 4-a-week from the settlement. Instead I got ZERO this week. I'd rather they extended my upgraded period by a week then credit me the dumb $2

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  192. Shipping from all locations on Friday? All they have to do is throw one DVD in the mail and they have shipped from all locations. When will ALL DVDs be shipped?

    Also, shipping doesn't mean anything if it isn't received and processed by the USPS. They can sit on the loading dock all weekend in shipping crates, but the postal service won't pick them up until Monday.

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  193. What's weird now is that the two movies that were at the top of my queue that were scheduled to be shipped have been deleted from my queue. I have not added them back in into my queue cant remember what they where. Any way to find out??

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  194. Pulheeese…

    Get your ship together!

    °

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  195. This morning my top 4 movies were marked as "shipping today." This afternoon, all 4 were deleted from the queue and I was left with 4 "Your next movie is awaiting shipment."

    As far as I can see, Netflix is not up and shipping again, and are in the same state they were in yesterday.

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  196. Thank you for communicating during the outage. This is a vital part of customer service and is often very very difficult. The 15% should be optional because I for one wouldn't take it. I appreciate having Netflix and want nothing more than to help you succeed in these very difficult times. Your service helps us who live in very rural areas much more than you know. Thank you.

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  197. Why won't people just read or comprehend what Netflix wrote in their alert?

    Notice the bolded part, below:

    "Our Shipping Centers Are Mailing DVDs
    Delayed DVD Shipments Are Being Sent Today (Friday)


    We’re happy to report that all of our shipping centers are resuming normal operations (after 3 days of issues). If you should have been shipped a disc Tuesday, Wednesday or Thursday, it will ship today (Friday). Your Queue may not yet reflect what we have received and shipped. We expect your Queue to be up to date later tonight. "

    Chill, people. Chill.

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  198. Whoo hoo! :) Back to obscure gay - themed foreign flix!!!!

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  199. I call BULLSHIT!. My discs did not ship today and according to my account status, nothing will ship until Monday. That is a full FUCKING week of Service that I paid for up front and did not get.

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