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.