Friday, August 22, 2008

Shipping Delay Recap

Hi, I’m Mike Osier, head of IT Operations at Netflix. My team is responsible for the technology supporting our shipping, Web site, and streaming to PCs and TVs. Now that things are back to normal following last week’s shipping outage, I’d like to shed some light about what happened, why, and what we’re doing about it. On Monday, 8/11, our monitors flagged a database corruption event in our shipping system. Over the course of the day, we began experiencing similar problems in peripheral databases until our shipping system went down. It was going to be a long night.

We suspected hardware and moved the shipping system to an isolated environment, gradually getting DVD shipments moving again. Eventually the system was repaired and shipping returned to normal conditions. With some great forensic help from our vendors, root cause was identified as a key faulty hardware component. It definitively caused the problem yet reported no detectable errors. We’ve taken steps to fortify our shipping system with the acquisition of additional equipment and worked with our vendors to verify we’re in good shape elsewhere.

Hope this was helpful and thanks for your patience.

202 comments:

  1. I'd just like to know why my DVDs didn't ship until Monday, even though Netflix claimed that everything was working on Friday. When was everything finally "fixed"? I'm guessing you did some work over the weekend and finally had it all working on Monday.

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  2. Thanks for keeping us updated about this situation and your professional manner in general.

    In the midst of all this, we were trying to finish a season of a TV series we were involved in and I got frustrated when we did not receive the last disk of the season in a timely manner. I went on the website and requested another one and, of course, then I got two!!

    You all are always also on the ball about quickly replacing defective disks. We love Netflix and can't imagine life without it.

    Go back to TV with commercials?? Never!!

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  3. As a long time customer, the problem that I keep seeing over and over is that Netflix starts technical projects and moves on before finishing them.

    Therefore, things constantly go wrong.

    An example is your announcement that all the new sliders have a "See All" feature. However when one starts looking at them, we see that many still do not have this feature, including the New Releases.

    Instead of fixing that, your IT people started moving on to other projects. The same might be said for all the MAC issues that never seem to get resolved.

    It seems like there are a multitude of technical problems that never seem to get fixed, even though you are regularly announcing "new" technical features.

    I have absolutely no doubt that the recent deliverly problems are related to this systemic problem.

    Bottom line, if you want to keep your customers, the way to do it is to provide quality service of what you have before attemting all the whiz bang features that you obviously don't have the time or personel to do properly.

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  4. dumb from hell (so they called me)August 22, 2008 at 5:00 PM

    He said "MAC" issues, yeah those people sure have issues...

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  5. If things are fixed.. why did Netflix show that they received my DVD on Thursday and was shipping out Thursday and then it switch to shipping Friday and now it's saying shipping Monday. I didn't complain at all last week but I'm really losing faith and getting frustrated now.. Anyone else still having issues?

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  6. I'd never have known there was a problem if Netflix had not told me. I truly appreciate honesty in the business world and because of this I will be a lifetime subscriber of Netflix. Thankyou.

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  7. It still seems messed up to me. I mailed two discs back yesterday and they are still not showing as received today. So this means no new movies for the weekend.

    Oh, and I live in San Jose - same city as a Netflix distribution center.

    I was even willing to upgrade my plan in order to get discs shipped today, but no dice. The immediate increase and billing adjustment wasn't offered. I could only upgrade as of the start of my next billing cycle. Way to shoot yourself in the foot, Netflix.

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  8. That wasn't so hard, was it?

    So why did it take 7 days for this blog entry to be made?

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  9. Netflix scams still continue. Got this offer today to upgrade again to 4 movies at a time with promise to ship TODAY! I paid, they sent:

    Your Account | Queue | Help


    Subscription Change
    Dear Michael,

    We have received your request to change your membership to the 4 at-a-time (Unlimited) plan at $23.99 plus applicable tax.

    Your additional movies will ship to you immediately. Effective 09/03/2008, you will also receive a 15% Customer Service discount which will be applied to the base price of your plan for the next billing period.

    Thank you for your membership. Enjoy your movies!

    -Your friends at Netflix

    ____________________________

    Then, I go online & check my queue. Yep, now 4 at a time but NOT shipping today (Friday) OR tomorrow, but now they hope to ship it Monday. I am finished with this scam company......

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  10. Hi, I like the Watch Instantly option, however, when I try to watch a movie in the Full-Screen mode - I have problems. The films freeze or don't play at all. Please help.

    Thanks,

    Joe

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  11. i got netflix because of the fast shipping and for new released movies, instead of going to the movie store and finding a empty shelf. i would like to say thanks for my big $1.50 off for the delay and now a 2 day shipment plan WOOOOW HOOOOOOOO love a guy that watches alooooot of movies

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  12. For the past 2 weeks I've been getting dvds not listed on my queque and my account is now under another person so I can't e-mail Netflix. Extremely frustrating. I received yet another wrong Dvd today - my 5th in a row. Returning it unwatched. Just want to cancel entirely but can't do that either. Anybody from Netflix reading this???????????????????????????????

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  13. I think they're still having issues, maybe only at a few dist. centers. I haven't had any movies acknowledged as returned this week, though I sent back at least one movie every day this week. I get my movies out of Honolulu.

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  14. I am utterly unimpressed with the fact that Netflix does not bother to clearly and openly acknowledge/post their delay problems on their website... and the way I that learn about this problem is a) not get the DVDs b) look for some information on www.cnn.com and finally c) find this website.

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  15. as a self trained IT person for my own biz I know this type of problem can be very hard to catch and fix! even by experts! hope you have a few there?

    Normally my biggest problems are cased by software updates that shell we say "Bill" has decided to test in the real world first! and then "update" for the problems later!

    would not surprise me at all if this was the case here too!

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  16. As an IT person myself, what I don't understand is how the odds are soo stacked against Netflix. I mean, a hardware issue. Meaning something "mechanical/electrical" failed in all of the distribution centers at the exact same time. From what I have read they have over 55 of these centers. The odds of all 55 having the exact same "Hardware" issue at the exact same time are as good as winning a multimillion dollar lottery.

    Nice way to try and cover up again though.

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  17. As an IT person myself, they were saying there was a hardware issue that caused a database problem. The database used by their shipping program, hence causing problems at all distribution centers since they are all using that same system. As an IT person, I figured the previous poster would have been able to figure this out instead of claiming that anyone was trying to cover something up.

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  18. @ Michael -

    They never usually ship on Saturdays; last week was an exception to help clear the backlog. What's starting "immediately" is 'the shipping process' (note they say 'ship', not 'send'), so getting it out to you the next (for them) business day isn't exactly a 'scam', is it?! But if you're determined to feel aggrieved..... Just seems like an awful waste of energy.

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  19. No matter what Netflix says or does to appease people, many will continue to bitch and moan.

    Some folks are simply not happy unless they can complain.

    I've said it before and I'll say it again. If you are that unhappy with the Netflix service, go to Blockbuster.

    I've received my 3 dvd's last Saturday as Netflix promised, I returned them and got 3 more.
    Business as usual.
    My Queue was never a problem as some people apparently had.

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  20. Netflix, I really tried to give you the benefit of the doubt last week. I know problems do occur. The thing is I only received one disc again this week, so I've cheated out of ANOTHER disc this cycle, as I usually get two a week. My account shows my return was processed yesterday very early and that my next disc was to be sent out yesterday and received today. Well, I didn't get a disc and even though it said in my account info that one was shipped yesterday, I never received an email saying it was shipped. Now, I getting really peeved at all this.

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  21. Oops. My above post has a typo in it. When will I ever learn to proofread? Should have been "Now I AM getting really peeved."

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  22. Appreciate the background info, Mike. Though it's a pity this couldn't have been shared with us a bit sooner to help calm those that'll unfortunately always interpret silence as "We don't givash*t", even when it's perfectly clear to the rest of us that you guys do -- a lot. For which, many thanks.

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  23. George Oscar BluthAugust 23, 2008 at 12:41 PM

    Hey guys! They finally got everything fixed.....& only one full week after they told media outlets everything was back to normal. Whew! At least the rest of the world still thinks they're a reputable company. Do you think on top of the shipping problems Netflix took the opportunity to throttle us all a little bit? No....Netflix is an honest company that would never do that to its customers.

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  24. Grenville Hastenburg masterRudolpho BlendenhaftAugust 23, 2008 at 1:02 PM

    Georgie Boy, sounds like you're doing an excellent job of cutting off your own oxygen supply over this. Now, take a deep breath and MOVE ON!

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  25. We are new Netflix customers, and our problems have occurred this week, not last. Netflix shipped us the wrong dvd on Monday, 18 Aug. It was in the correct sleeve, but the dvd was not what the sleeve said. I reported the problem online when I received the dvd on Tuesday afternoon and I returned it in the Wednesday mail.

    Yesterday (Friday) we received the very same incorrect dvd BACK with a note that we must have sent them a personal dvd! What's the use of reporting that we received an incorrectly labelled dvd if Netflix just assumes the fault is ours? It seems like a case of the left hand (receiving) not knowing what the right hand (online accounting) is doing. Obviously, someone else sent Neflix a personal dvd in their sleeve and Netflix didn't notice it before sending it out erroneously to us.

    Meanwhile, Netflix told us on Tuesday evening that they would send the correct dvd to us right away. Now the mail has come on Saturday and we still don't have a dvd. It was supposedly sent on 8/21 from another Netflix center a little further away and the estimated arrival date was today. Not.

    In all, it will be at least a week on Monday since we've had a dvd from Netflix. There's no benefit to us of the service if we don't see at least 1-2 dvds per week. (Our local place is cheaper per dvd if we watch only 4-5 per month.)

    There are at least two problems with Netflix in this scenario -- the receiving dept. returned to us a dvd that I had just returned to them as erroneous; and it took at least two days for Netflix to make good on their error by initiating the mailing of the correct dvd. Are these systemic problems or just two flukes at once?

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  26. I hate and am angry at the fact that "netflix" screwed up the shipping on everyones movies. i had sent my movies (3) back on tues. the 19th and received ONLY 2 OF THE 3 and still haven't seen the other movie and todays sat. the 23rd. Wish I could get 3 movies sent to me at the same time if i send them in all at once...makes me think about how good "netflix" really is

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  27. I appreciate you giving us a follow up. I was rather curious about what happened. Glad to know everything is working toward resolution. :)

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  28. Is this database corruption in your shipping system perhaps responsible for me being shipped DVDs that weren't scheduled to ship next in my queue? I received only one of the three I was supposed to receive and two other DVDs that were farther down in my queue. The ones I wanted to view next were skipped over. Is the problem fixed yet?

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  29. Well, it's obvious to some of us that the fallout hasn't finished. On Tuesday I received a movie from way down my queue with no email to announce its arrival. (Something odd I noticed: instead of my address being printed on the Netflix mailer, it had been printed onto a label that was then attached to the mailer. Never had a mailer with a separate label before.) Then yesterday I did get an email telling me the movie was coming, and sure enough - it did. A duplicate DVD was sent and arrived today, Sat. What a waste of effort. I hope they REALLY get things back to normal soon.

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  30. This is Off-Topic, and I apologize, but it needs to be addressed publicly, and after numerous requests via email, I want to be sure Netflix is hearing this.

    I speak for a community of film fans when I say:

    PLEASE, Netflix, stop renting out the inferior versions of Nosferatu, and replace them with the Kino Ultimate Edition. This is a classic film that stands as the first of its kind, and it does it a disservice to ship out a poorly transferred version with the wrong score when someone requests it in their queue... Especially if it's their first viewing of this film!

    The Kino Ultimate Edition uses the original score, has a clean transfer, runs at the proper frame rate (so Hutter doesn't seem so manic, and the mood is maintained), and is tinted properly. The title cards are all correctly translated, too, unlike your current cheap-o editions.

    People in the reviews section are asking for this version, and have been since 2007 when it was released. Why is it you can immediately offer the extended, ultimate, HD, Blu-Ray, limited edition version of a turd like Waterworld or Battlefield Earth or some other modern blockbuster as soon at it's available, but you can't be bothered to pay attention to film fans who want a loyal, respectable version of a film classic that has been available on DVD for a year?

    I'm sorry to threadjack, but repeated email requests have been ignored, and the reviews section is apparently not noticed by your staff. A change in your stock of Nostferatu DVDs is LONG overdue, and much-requested, and you would do your customers a service by offering it to them.

    Nosferatu: The Ultimate Two-Disc Edition by Kino is the only non-gimmick Nosferatu you should stock. The other oddball versions (gothic-industrial mix, the first vampire, etc.) can stick around, but the item titled as just "Nosferatu" in your library should be the best available version, and it's currently not. Right now, this movie is represented in the Netflix library by a low-rent dollar store edition. This must stop.

    If you care at all about film and film fans, you'll show some respect for this classic and offer a decent edition, finally.

    Thanks. Sorry to threadjack. My apologies to my fellow posters for the off-topic post.

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  31. No worries, Keyth. It's actually rather refreshing to be reminded that this entire and logistically mind boggling exercise is ultimately about watching great movies.

    As for 'threadjacking', I second someone else's request for a 'General' category on this Blog for just this kind of suggestion, since 'Titel Request' clearly isn't working (and has been removed from the Blog, I couldn't help noticing) , plus we can no longer e-mail Netflix suggestions as to how they might "improve their site". Or e-mail them about anything else, for that matter! TRULY bizarre for an exclusively on-line site.

    And all this from a fan. But why keep removing the good stuff?

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  32. I find it very interesting that all these problems just "happened" to occur in the month when Netflix was forced to upgrade all of us old timers for one month due to the court settlement! Never before had they sent me a notice that a movie was not available in my local distribution center and was being redirected to a center half way across the country! Then the delayed movie did not arrive when promised! Put me down as a skeptic or just call me "throttled".

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  33. Thanks Netflix Staff.I really appriciate your honest and hard work.I love the fact that I don't have to leave my home and rent movies.More power and keep up the good work.

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  34. Dear netfix this as to be one of the most disappointing things that I have dome on the net,I sign up on a free trail that I never got to use as a matter of fact I plum forgot about all of this until my wife told me that I needed to do something about netflix charging my credit card for something I'm not getting. So went to netflix and sure enough you say sent movie way back in March my God man if I had sent someone something way back in march you would have called,wrote letter are something.You didn't even send but one email and that was way back in march that I didn't catch. And now you say you sent another movie that i was suppose to receive the 19th and today is the 23rd.Lets get one thing straight I do not,not receive mail at this address that you have on file this is a place of business and I get mail,ups,and FedEx everyday Monday Thur Friday.I have not received and now do not care about receiving any movies from netflix as a matter of fact I would like to have my money back since march although I know that is not going to happen.I have ran my business for the last 15 years and I strive for the best customer service that I can give and I must say you have the worst customer service that I have ever seen.It seems to me you don't care at all whats going on as long as you are receiving your money you would think if you had a movie out since march you would try at least a little to do little research on the matter.As smart as computers are today there is no reason this sort of thing should happen.Therefor Would like to cancel my member ship,would like my money back and I must say this just did not work for me.And you can't even email what a joke a business on the web with no customer service.
    Rick

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  35. Dera Ruck we ar soyrr you and having a prolem but wecan not do annytihgn fur you witout more infermcion becas we has 38,759 Ricks, To cansel on the line go to 'yer a count' wiht the wite letars on the the top of the pag and push buton 'casel mi acont' hope that hlesp ,ypur fRends ak nltefx

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  36. I understand technical difficulties. It happens, and a couple of days wait would not be an issue.

    However, I haven't had a new movie in nearly a month now and my account says my address is wrong and preventing mailing. My address is correct. The movies have been coming to that address for nearly a year. I tried to send an email to let you know and that's apparently not possible. It keeps giving me a phone number. I don't want to call. Why is there no email contact for issues?

    I'm a long-time customer and was always happy with the service, but with most movies now coming scratched and not being able to get a new movie in nearly a month, I'm about to the point of cancelling service. A 15% credit doesn't cover this one. And I didn't even get that. For a few days late, I wouldn't care. This is getting ridiculous. Why are you still advertising so heavily when you can't keep up the service you already have?

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  37. Where do I inquire about the sound quality on some of the classic movies on instant watch? I can't hear them... ie Second Chorus and several others that would be great to watch but can't hear. Thank you!

    P.S. Thanks for the updates and fast service...We LOVE NETFLIXS

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  38. Elizabeth, virtually no 2-way traffic on this blog, so if customer service (phone only) can't help, I'd suggest you join the Community Forum where you'll likely get enthusiastic and knowledgeable help to all movie and tech related questions from fellow members and a few very nice off-duty (please note) Netflix employees. Whiny haters (and we know who you are if not why you are) need not apply.

    http://community.netflix.com/

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  39. I feel for you guys, but I'm still having problems. I received The Golden Child twice in a row even though it was not in my Queue. (If it had gotten added, it would have to be a bug - I hate that movie!) Then I just supposedly received a movie that was in my cue...Brokeback Mountain... but inside the sleeve was...Napolean Dynamite. Um... not even close, dude! So out of four movies you mailed me since the glitch was "fixed", only one was the right movie. Something's still wrong, at least in Nashville.

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  40. (continued) Maybe it's just the Nashville distribution center. When we had Netflix in Oregon it was perfect. But even before this nationwide shipping problem, since signing up for Netflix down south we've had to return more than half of the movies we received as scratched/chipped/unplayable.

    I'm almost ready to cancel. Maybe we should just cancel until we move to a state with a better distribution center, but I'm willing to give Netflix another month to get everything back as good as it used to be.

    Anyway, probably no one at Netflix is reading this blog anyway. But it feels good to get it off my chest!

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  41. I was going to say I have no complaints, then I checked my account...HUH? No 15% off!?! I reported two discs missing, as they were returned within days after being received by me, then my next two movies were shipped put the Monday following the "delay", so I was basically w/out movies for well over a week. Just got off the phone w/ customer service, and was told the 15% will be applied to my September bill. Hope this is true!!! Wouldn't it be helpful if this could all be done on-line, as opposed to over the phone? Maybe this has already been addressed, but why can't we contact Netflix other than posting on this blog?

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  42. "why can't we contact Netflix other than posting on this blog?"

    Uhm...... didn't you answer your own question by saying that you spoke to customer service on the phone? But many of us agree that we need e-mail as well, this grand experiment (the blog) having become, at best, little more than an entertaining release-valve for pent-up frustrations and self-righteous grandstanding (present company included).

    How we miss ya, Droidmeister.

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  43. As a person who works for one of the largest online stores in the world I have this to say about the recent problems with Netflix: Systems have periodic problems; they go down and unfortunately customers are let down when that happens. I know that I personally feel bad when I find out it's happened with my company. Most of us out on the production floor feel the same way. Since I'm just a grunt filling orders, there's not a lot I can do about the technical difficulties. All I can do is make sure to the best of my abilities that the orders I fill are correct. I have no doubt that it's the same with the production crew at Netflix. Since I'm new to this service, I have to look at my own situation: A 15% discount has been promised via email and I have to trust that when the next billing cycle comes around (9/05), it will be applied to my account. If it's not, the first thing I'll do is check back here for any new messages. As far as my service with the company is concerned, I really have no complaints so far. So it took a couple of business days longer to get my last movie; not a big deal. Probably saved me a billing-cycle's worth of late fees to Blockbuster. And, no, my last returned movie hasn't posted yet, but hey, I mailed it Friday, so it wouldn't have yet, would it? When I take the amount this service costs per month and compare it to what I would have spent at Blockbuster for the same number of movies (disc and Instant)that I've watched, the choice is clear for me. I get that there have been some major screwups happen to some Netflix customers out there, and that's not good; I hope that things get straightened out for you. As for myself, I'm going to stick around and see what happens.

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  44. Due to Netflix having problems, I hate to report two sets of the same DVDs as missing, as neither set of them arrived at my house, and then my account was flagged and put on hold, further delaying the shipment. Why am I being punished for their errors?! This was my first month with the service, I recieved two DVDs and have been waiting 3 weeks for the rest to ship. Glad I can pay them for a whole month when I didn't actually recieve any movies. Not a great way to start with a company.

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  45. This comment has been removed by the author.

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  46. We returned a movie last Thursday and expected our next one to arrive on Saturday, as everything was "back to normal." Evidently not quiet yet, as our movie wasn't even recorded as received until today. Hopefully soon.

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  47. Look at all those dumb asses posting stuff like "Well I sent one back and I wanted another one..." Blah blah blah..GET A LIFE LEAVE THE HOUSE AND THE MOVIES FOR A DAY.

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  48. I am really beginning to lose patience with you, Netflix. Supposedly, a disc was sent out to me on Friday and was supposed to arrive the next day. Well, I didn't receive it on Saturday. Furthermore, it did not arrive on Monday either. That is two weeks in a row that I have only received one disc, whereas I usually receive two. Furthermore, I didn't receive my email alert that it had been shipped until two days after you had SUPPOSEDLY shipped it. Gee, I don't think 15% covers it, and, quite obviously, the problems have not been resolved. I feel as though I am being cheated.

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  49. I wanted to actually thank Netflix for the up-to-date information about the situation. Obviously no one wants their DVDs delayed, but in this economy where customer service seems non-existant, I appreciate your honesty and pro-active communication. I recently recommended you to a friend who joined and agreed. I'd much rather have my membership with a company who is consistent and upfront.

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  50. Craig / Happy CustomerAugust 25, 2008 at 6:18 PM

    As a senior application and infrastructure architect for a Fortune 500 company, I can empathize with the situation and try not to get too bent out of shape. I will say that your proactive handling and communication was STELLAR and at the end of the day actually improved my relationship with Netflix. Great job guys, I wish my team was as quick reacting and honest about application problems to our customers.

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  51. re - "Look at all those dumb asses posting stuff like "Well I sent one back and I wanted another one..." Blah blah blah..GET A LIFE LEAVE THE HOUSE AND THE MOVIES FOR A DAY."

    You should be more concerned with thous 'dumb asses' paying your rent. Go back to work mailing DVD's instead of abusing your customers.

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  52. I've been using Netflix for over 2 years now and really this is the first major delay I've ever had. I was using Blockbuster online before and they were horrible. It took over a week all the time and then when the DVDs finally arrived they would be wrong half the time. I have yet to receive a wrong DVD from Netflix and I'm happy to wait for them to fix their issue so I can continue to receive excellent service. Seriously, Netflix is one of the best services I've ever had. Cut them some slack people.

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  53. re - "Look at all those dumb asses posting stuff like "Well I sent one back and I wanted another one..." Blah blah blah..GET A LIFE LEAVE THE HOUSE AND THE MOVIES FOR A DAY."

    Of course the people who sent a movie back wanted another one. That's the whole reason they joined Netflix. Not too many people want to pay for a service that they don't receive. If the posts here are any indication Netflix is having issues beyond what they have discussed so far.

    I sent back two discs on Thursday (from San Jose), one on Friday (from South San Francisco), and one on Saturday (from Fremont). All four were checked in by Netflix today, even though the two I mailed on Thursday were mailed in the same city as a distribution center. What are the odds of four discs mailed over three days from three separate cities all arriving on the same day?

    I'd put that down to Netflix still having issues or being more backlogged then they care to admit. It's a bit much to be just a coincidence.

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  54. Maybe I should watch my movies a little quicker since I did not really notice the shipping delay like was mentioned. Netflix has been great since I joined in 2003.

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  55. That was pretty darned vague. What the hamster wheel fell off its sprocket? The flux capacitor overloaded? A screw came lose?

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  56. I recently joined Netflix on August 15, using a free 2 week membership and then converting over to a regular paid membership. I chose the movies on my Que and when I checked on Monday the 18th it said that they were shipped on the 18th. As of today, August 26, I still haven't received the 2 movies I had requested. On August 20 I checked again to see if there was a problem and it showed a shipping address that I had listed with Netflix over a year ago when I had originally checked into a subscription but at that time I had chosen to wait on subscribing. I updated my billing/shipping information that day using my current address, the address I used when I actually did subscribe to Netflix. As of this writing, the address has still not been updated, even though I checked the box to have the address updated, nor have I received any movies, even though I had checked the box asking for replacement movies. When I pull up my account information off of the main page it has my correct and current billing and shipping information. But when I check into the movies and if there is a problem it STILL shows my old address. Is this the ploy that is used when offering a free 2 week membership? I will have used up my entire 2 week free membership before I even receive one movie. What a racket!!!! I am giving VERY serious thought about simply cancelling the membership entirely. Why is there no way to email anyone regarding problems I'm having with my subscription? I sure would appreciate it if someone could straighten out my problem and maybe extend my "free trial membership"? I am one very unhappy member!

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  57. @Marie -

    Yikes, ruff ride. But I'm afraid no-one here can help you, so you have to call them (current wait 1 minute). Top right of any web page click 'Help' ---> 'Contact Customer Service' --->'Other'.

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  58. I have been dumbstruck by Netflix's handling of the shipping outage. It's all too rare that a company even *admits* to a service interruption, let alone provides such cogent, candid, and *timely* explanations and updates - and then, on top of it all, issues account credits across the board.

    Major kudos to Netflix! I've long been a happy member; now I am an extremely *loyal*, happy member. Thank you!

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  59. Thanks Netflix, Yall are the best! I can't wait for you to start streaming over xbox360 - can you give us a more definite date? When will this happen, and will it cost anything if I already have a netflix subscription and a 'Gold' xbox Live subscription?

    -Will the streams be in HD or SD?

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  60. To all the complainers: if you don't like the service, cancel your membership. Companies don't respond to idle threats. They only respond when they lose money due to customers abandoning their business. In fact, I strongly doubt that anyone from Netflix even reads any of these messages. So the choice is yours. You can keep bitching and moaning and making yourself look stupid and lazy to everyone else, or get off your fat ass and cancel your account.

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  61. For goodness sakes people...why focus on the one of the rare occasions that Netflix had a hiccup? Yes, they had technical issues and it took them a bit to get everything back up and running, but everything's fine now and working, so stop fretting so much about it. Yes, we all want our movies and TV shows but seriously, if this is such a big deal that you were inconvenienced by a technical issue, then step back and take stock that Netflix is up and running about 99% of the time. They're timely and organized, getting DVD's processed quickly and out the door. No other company out there in the same business provides the level of service that Netflix does. So let's not focus on all the RIGHT things they've done, let's focus specifically on this one small problem that was caused by a hardware issue and get the pitchforks out.

    Go read a book, or go outside and get some sun folks. Not getting DVD movies or TV shows isn't the end of the world.

    Keep up the fantastic work Netflix, you may have hardware issues on the rare occasion but you're still #1 in my book and am glad with your excellent customer service and business practice!

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  62. This is why I work in R&D. We're *supposed* to have things go terribly wrong once in a while, or people think we're not pushing the envelope enough. :-)

    ReplyDelete
  63. To the Netflix folks:

    Just ignore the whiners and crying babies and the conspiracy theorists. Most of them are guys with no lives who manage to watch dozens of disks a month. They are fat and ugly and lazy and easily ignored once you know their nature.

    Seriously, I don't have much of a life myself, and I can only get through about eight discs a month. This is because I have a career and other hobbies and I sometimes go out in the actual sun.

    If they are not part of the Fat Stinky Loser group, then they are just mentally ill zeros who probably deserve more pity than anything.

    ReplyDelete
  64. I'd say this is hardly "fixed", my DVD shipments are still being delayed by at least a day!

    ReplyDelete
  65. If "Watch Instantly" was available for linux the outage wouldn't have been an issue, but there isn't (linux support) so it was (an issue).

    ReplyDelete
  66. Netflix, So, if it is working, why are you shipping a dvd to me from clear cross the country. (MA to CA) This means that I will not get the movie till Fri.

    Not an efficient new system if you ask me! Blockbuster is looking pretty attractive right about now.

    ReplyDelete
  67. Looks like the Netflix shills and employees are out and about again here.

    In the course of over an hour, not less than SEVEN posts show up pimping Netflix while also ripping anyone who dares think Netflix can actually do better.

    You Netflix managers may want to advise your staff to spread out their "Netflix is the greatest" posts instead of all hitting the blog first thing in the morning at the same time.

    ReplyDelete
  68. In the old days, (last month) I would send back a dvd and get a new one two days later. Like clockwork. Now, I send one out and get the same one back, then send it back and a week later still waiting for my next dvd! Almost ready to cancel my membership!!!!

    ReplyDelete
  69. re - "Just ignore the whiners and crying babies and the conspiracy theorists. Most of them are guys with no lives who manage to watch dozens of disks a month. They are fat and ugly and lazy and easily ignored once you know their nature."

    You don't get this kind of abuse in Blockbuster! This is like the NF dictatorship, voice a complain about a service problem and get stoned. If this service is so amazing, you might want to give BB another look.

    Really, compare prices, I get a 2 days turnaround just like NF plus in store exchange. All in all, BB is cheaper.

    Keep on calling us ugly whiny and lazy. Blockbuster is welcoming new and returning customers and no one will treat you like this!

    ReplyDelete
  70. If it wasn't for instant viewing, I might be with you - I returned a DVD that arrived in two pieces it was so broken, and I just got an email (after 3 days) that I should get a replacement FRIDAY! Hello - NOT fast shipping!

    ReplyDelete
  71. I have no problem with Netflix. Hardly noticed the outage. You "IT people" who claim this is a cover up are obvious clueless. Netflix has one of the most complicated shipping systems in the world with few, if any, models to follow. Relax and enjoy the fact you don't have to drive down to Blockbuster and deal with the mental midgets there.

    ReplyDelete
  72. "Either you trash Netflix or you're a big fat lier, pants on fire" seems to the main thrust of all your posts, Howard. Mental midgetry of the highest order, and pretty irrefutable proof that you yourself work in a Blockbuster store. BUSTED!

    ReplyDelete
  73. Now how about buying enough movies so I can actually get what I want to watch! 6 of the top 7 omvies i want are all on very long wait. Freaking ridiculous!!!!!!

    ReplyDelete
  74. Any word ever going to come out on when the users (me) can watch PLay it now on my MAC???? I have a brand new Intel IMAC and still cannot watch vids because you can't get this operational and it sucks.

    ReplyDelete
  75. I am a 4 at a time member, since August 11 I have only received 2 of the 4 movies that were at the top of my cue. The shipment date keeps changing. I just checked my bank statement and I was charged the full amount I did not receive the 15% credit as promised. Did anybody else not get it?

    ReplyDelete
  76. I have a question, If it is fixed than why do only get my movies once a week. Netflix says that it is the post office that is causing 5 shipping day returns. I say it is net flix system because there computer keeps saying my address is invalid, but yet I get and watch my movies... I just dont get it and I am trying to be patient, But my patients is running out!!!!!!!
    Anyone else with this same situation???

    ReplyDelete
  77. Gil Gamesh said...
    "Either you trash Netflix or you're a big fat lier, pants on fire" seems to the main thrust of all your posts, Howard.


    Actually I liked the service until the company invented "throttling" and then started making cutbacks and blaming their customers for the fallout.

    I am a big believer in transparancy. If Netflix makes a change that will increase their profits then they should be upfront about it, and not claim that their customers were the problem as they did for both the removal of profiles or the removal of the Releasing This Week page.

    It is dishonest and an insult to their customers.

    ReplyDelete
  78. Hey LL2D, if you have an intel mac you can use your parallels option to watch now, but will need to buy mac windows (gag). Otherwise intel mac (not power mac) viewing is slated for late fall(s off chair larfin).

    ReplyDelete
  79. Not being able to watch movies online on a Mac isn't Netflix fault, (as I too use to think for a long time).

    http://blog.netflix.com/2007/08/instant-watching-on-mac-firefox-and.html

    Same goes for Amazon...

    ReplyDelete
  80. Howard, I certainly didn't deserve such a thoughtful response to my chain yanker, but appreciate it. In all seriousness, I still find their service pretty great, but think they've underpriced themselves too much to be as well stocked and reliable for everyone as they could be. But if they raised their prices now so they didn't have to resort to the sneaky cost cutting measures you object to, most members wouldn't stand for it. Bottom line, ya gets what ya pays for, and we gets plenty - just not everything we wants.

    ReplyDelete
  81. Checked bank account this week and the regular monthly amount was charged. No discount!! No Credit!! Anybody know how to contact customer service to find out why "For all members whose shipments have been delayed, we’ll be automatically applying a 15% credit to their next billing statement."???????

    ReplyDelete
  82. I've still been experiencing ridiculous delays too, both on shipping and receiving. Two of my 4 slots have sat open with "Your next available will be shipped by tomorrow" for the last 2 days. Two calls to customer service have assured me that there's no residual delays from the whole mess before, yet everything I've experienced for the last 2 weeks has shown otherwise. I don't get it.

    ReplyDelete
  83. Gil, you are right in that they provide a service that I can't get anywhere else for the same price. That is why I am still here.

    They pretty much have a corner on the market...today. They deserve kudos for taking over the market like they have. However, as with many corporations that dominate a market, they start to take it (and their customers) for granted. That philosophy increases short term profits but can ruin a company in the long term because it creates a class of customers like me who are itching for another company to provide the same service so we can take our business elsewhere (Come on Greencine.com - I am rooting for you!)

    Ultimately, it is not personal - I just view Netflix as another big corporation that I give money to for a service, not as my friend.

    ReplyDelete
  84. I have been very disappointed with Netflix's service even into this the week of Aug 24th. I mailed movies back on Friday the 22nd and as of today Aug 27th have received no new shipments. One should have gone out today, but did not and one will be going out from a remote location for Friday delivery. Not sure what is going on but hope repairs to the system are made in the very near future.

    ReplyDelete
  85. Simple solution to a complex problem. I joined Blockbuster.

    ReplyDelete
  86. Yes,I am not getting the 3 at a time for which I paid- this has been so for the past 3 weeks- How about an audit and a free month for anyone who has not gotten their paid for number of dvd's for more than a week. If this continues, I will be forced to drop them and look for someone else.IO have been a member since 04.

    ReplyDelete
  87. I STILL haven't received my dvds. I'm ready to cancel...this is ridiculous.

    ReplyDelete
  88. I'm not getting my DVDs either, here in New York City. Ironically, I upgraded on the 17th to 2-a-month, and now, on the 28th, I've only got ONE movie total, and my queue says there are NO MOVIES on the way to me, they've been processing for several days. Netflix now has no benefit-of-doubt with me, and their features can be found elsewhere, so they're just a regular lousy corporation now. They used to be like Google, now they're like Microsoft --just an uncool broken pile of poor management with no imagination or ability.

    ReplyDelete
  89. I started experiencing serious delays on 8/6. I was being shipped DVD's from California and North Carolina (to Ct.) instead of locally. None of the movies were my 1st 5 choices- all were older ones in the queue. Called on 8/6, 8/7, and 8/11 and received 3 different answers from 3 different Netflix employees- none of the answers had anything to do with a computer program.

    ReplyDelete
  90. I wonder what the locations are of other customers who are still experiencing problems?

    I'm in Salinas, CA, with San Jose as the usual distribution center. Although it is obvious that there is some "differentiated service" (is that what they call it?) happening with the choices being sent to me, they're definitely NOT having problems keeping up with the number of discs shipped, nor the timing.

    ReplyDelete
  91. Ditto, L.M. I'm really getting suspicious about some of these so-called 'reports'. Take 'Hank Moody', for instance. I and the other 7 members I know here in New York, from 2-out to 5-out, barely noticed a stutter step in deliveries. How can our experiences from the same shipping depot in Flushing be so completely different? Either it's real bad luck (which is certainly possible) or some posters are using this unfortunate event to have a little fun or pursue their own agendas. I mean, saying that Netflix is (quote) "just an uncool broken pile of poor management with no imagination or ability" seems a bit, you know, UNHINGED, considering this was the first major shipping disruption in their 11 years of business.

    And why are so few of these unlucky people using registered Blogger names (FYI, not ONE spam message on my own dedicated e-mail address), and/or giving more specifics about their situations if they genuinely want their problems to be looked into . I very much doubt that Netflix pays the slightest attention to anonymous posts with so many trolls, shills and pranksters out there. In fact I urge the "Blog Authors" to ONLY allow registered names (as Reed Hastings' Blog did) to help cut down on the nonsense.

    ReplyDelete
  92. I can understand some skepticism but I stand by everything I've said. I'm still sitting here, having received one disc in the last 7 days on a 4-at-a-time plan despite sending discs back within 48 hours (at the MOST) of receiving them. My main distribution post is the Chicago location (Franklin Park? I can't think of it off the top of my head.)

    I don't have an agenda with Netflix - I swore by it and recommended it to everyone I could until this stuff started. If it were to truly return to the formerly great service, I'd be back on the bandwagon. It's just frustrating, that's all.

    ReplyDelete
  93. You Sir, I completely believe. those with genuine problems SHOULD be letting NF known. The goof-offs are just undermining that helpful feedback.

    ReplyDelete
  94. Hi Netflix,

    I appreciate your company. The cheapest movie rental company I know plus the instant movie. I have a suggestion, perhaps also a question. Why is it that I cannot watch your instant movie in my Firefox browser while I can watch the preview? Can you not do it the same way like the Internet Explorer? So I can also watch from our Mac laptop.

    Well, still I thank you for this great feature.

    My customer number is: 704 280

    Tito

    ReplyDelete
  95. PS. Though you'll still need an Intel chip Mac that can run Windows.

    ReplyDelete
  96. Hi there,

    I work at Slate Magazine. We have an article up today asking readers which Netflix rental they've kept the longest. We're posting responses next week. Just thought you might be interested...

    http://www.slate.com/id/2198844/

    ReplyDelete
  97. Mike -

    It appears that with instant watch, that the Closed Captioning has been DELIBERATELY stripped from this system.

    For example "Heroes" which is a TV series, when originally broadcast, and if you rent the DVD, HAS Captioning.

    That means that the Captioning, HAD TO BE DELIBERATELY STRIPPED from the Instant Watch System. There's nothing there for my CCD to decode.

    I've called Netflix and told, that's the way it is. Huh? You just DELIBERATELY DISENFRANCHISED THE ENTIRE DEAF/HARD-OF-HEARING COMMUNITY on purpose.

    That's called discrimination in my book, sir.

    I've had the unit for one day. Without the Closed Captioning, this is unuseable. It looks like I may be returning this unit.

    I have an older analogue unit, WITH CCD that works fine on over the air broadcast, AND with DVD'S I've rented from Netflix. BUT this is PURE DISCRIMINATION.

    To intentionally remove captioning from media that is captioned, there is no other word for it.

    Sincerely

    Wayno Guerrini
    Tucson, Az

    ReplyDelete
  98. Wayno (and don't think i wasn't tempted) -

    Mike's most likely busy trying to make sure that all of the above get their discs, but NFLX is just a distributor of whatever streamed material the content owner - in this case NBC Universal Television Studio - makes available to them. Best to yell at them. Tried Hulu? They might carry a different version.

    ReplyDelete
  99. yes but why INTENTIONALLY dis-enfranchise? IOW the material was on the DVD to begin with, they deliberately had to remove it.

    I think there should be a "class action lawsuit." For sure I am going to write the FCC and complain.

    Wayno

    ReplyDelete
  100. yes but why DELIBERATELY dis-enfranchise? IOW the captioning was already ON the source material, they had to act to remove. It's there by default.

    I will complain to the FCC, but I really think we need a class action lawsuit here? I would like to hear Netflix's explanation of this.

    Wayno

    ReplyDelete
  101. Yep, I was initially just a mad that foreign movies that I knew to be subtitled were being streamed without them, WTF? But i was told that it's just that there's only so much info that you can cram through a phone line, cable or satellite signal in 'real time'. But word is that soon enough most everyone's signal will match the storage capacity of a DVD. In fact probably long, LONG, before your lawsuit comes to trial.

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  102. If you are one of the many people who are seeing ship dates "slide" later and giving you no option to report 'lost', you aren't alone.

    They lost two of mine, but then a phone call got the replacements shipped even though 'she' eluded it was my fault. Later (a week) the queue showed they 'found' them.

    Ever since the "outage" things have been going nuts. The sliding of my receive dates is the really frustrating part. If they shipped it....how do they know it is running another day behind? Just poor customer service.

    I don't have t.v. and I don't need Netflix. I use if for what they offer me. (that was for the groupies that always must compare it to something else) Netflix can't delivery what they offer (and the competitors probably can't either) so I will let them go this month.

    I also didn't like the attitude of the gal on the phone. I was very nice and she wasn't "rude" but there was a hint of "we're Netflix and you're lucky we exist" kinda attitude with no apology as the "fixed" outage continued to cause chaos into the following days.

    I'll never go back to T.V. with commercials!! ....but I also won't use Netflix until the next free offer.

    :)

    ReplyDelete
  103. Wayno, Netflix didn't strip out the closed captioning. On an NTSC TV, closed captioning is transmitted on a hidden line above the picture. With PC-based video, there are no hidden lines in which to encode this information. If Netflix changed the hidden line to a visible line, there would be a line of noise at the top of the picture, but your TV wouldn't recognize that line as containing closed captioning because it's in the wrong place.

    (Of course, it would be possible for Netflix to create subtitles and transmit those separately from the video stream. That requires additional work that Netflix hasn't done yet.)

    ReplyDelete
  104. Thanks, whoever you are. So much more helpful than "What a load".

    ReplyDelete
  105. Hey Netflix, what's up with the shipping from the Las Vegas facility? Before the system crashed it was taking one day for Netflix to recieve my movies and now after all is fixed it is taking 2 - 3 days before their checked in, what's up with that?

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  106. I hope they are still fixing the problem. I sent my dvds back on Monday. Somehow they didn't get checked in till yesterday, the 28th. I had reported them missing on the 27th. Netflix said they would send me my next movies the next day the 28th. Now it's telling me they won't ship till Tuesday. That is after it took 5 days to get my dvd from Maine when i'm in California. As much as I despise Blockbuster if this keeps up they might have a new customer.

    ReplyDelete
  107. Yes but the Decoding of closed captioning is done at the set, not the source. Ergo, the signal is always present in closed captioning situation. It is a function of the television receiver as to whether or not captioning is visible.

    OTOH, Netflix has stripped the captioning, so the onboard CCD on the TV is rendered useless, since NO captioning information exists at the source. I.E. it existed prior to loading the information onto netflix - they had to deliberately strip it off. Closed Captioning is not normally enabled for the viewer -- The viewer MUST set up his television in order to view the captioning.

    But there is no captioning signal for the tv to decode.

    Wayno

    ReplyDelete
  108. As far as I am concerned, the Netflix systems are still broken. I sent back two movies last Saturday which they never received. I reported them lost on Wednesday; the queue said my movies should get shipped the next day. Unfortunately the movies were never shipped and now, to make matters worse, I am enticed by a "bonus" rental consolation offer (which won't ship till Tueday either..lol).

    I had enough...just signed up with blockbuster this morning (with a heavy heart, I must add).

    ReplyDelete
  109. When i return movies on tuesday i still dont recieve any back until saturday and those are random movies from my que and never the top choices even when available or worst yet im reciving disk one of a collection and then not recieving the rest even though available.

    I for example recieve disc two of a collection and the 1rst and second disc were sent to my wish list..huh!?!

    i sent three movies in tuesday and today friday.. recieved series disc one of a tv show and it says that saturday i will recieve two random movies from spots 30ish and 20ish spots..also huh!?

    Id rather get no disc's from a collection until i can get them all in order.

    This last month or so has been very frustraing for me as a customer..and like everyone else no rebate 15 percent or otherwise and i was a person who sent movies the TUESDAY before the mess up and was promised movies the following saturday..then monday came..then tuesday..then workd there was issues and we all know the rest so i was movie free 2 weeks..

    ReplyDelete
  110. i am in minneapolis minnesota next to a shipping center and yet my last movie came from texas or some such and took 4 days to get to me and movies i treturn ared acknowledged for 3-4 days ..so clearly there are still big problems

    ReplyDelete
  111. Nexflix conveniently never receives my returned DVDs until I complain about it. Then there are a series of technical problems resulting them them never mailing the next one till a week and a half later. At that point I question why I didnt just go to blockbuster and pick up a movie instead of just wishing my Netflix service actually worked. I have been with Netflix for a while and in the past they have been prompt but will history repeat it self? I will give it a few more months to test out their new theory - then take my business elsewhere.

    ReplyDelete
  112. I didn't get my 15% credit either.

    The funny thing is that I updated my plan to 4 at a time (from 3) on the Saturday just before the outage and was charged $3 to upgrade. Well needless to say I didn't receive any dvds that week, and then the Friday everything was supposingly back to normal, I was charged full price for the following month.

    I didn't actually think I was going to get the 15%, despite Netflix's promise. And I don't think 15% is very good compensation either. I never received anything from netflix as far as a email or letter like other people, so I am under the assumption they don't think I am one of the people who didn't receive dvds.

    Blah, whatever.

    ReplyDelete
  113. So, this is another example of silent data corruption where the hardware report no detectable errors... This is exactly the kind of scenario Sun's ZFS filesystem has been designed to handle. This filesystem self-heals itself when detecting corruption (every data block is checksummed). The way it works is pretty cool. For example in a raidz vdev (similar to raid5: 1 parity disk), when a checksum mismatch is detected ZFS will attempt a combinatorial reconstruction, it's going to assume the 1st disk corrupted data, then the 2nd, etc. As soon as good data matching the checksum is found, ZFS rewrites the block on the disk that caused the corruption, and update the checksum error counter for that disk.

    All of this happens automatically behind the scenes, with zero intervention from the user. I use ZFS personally and professionally and have seen instance of data corruption fixed by ZFS. Google's GFS filesystem uses a similar mechanism to dectect and correct corruption.

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  114. I'm way too much of a technoboob to be able to evaluate this but it sure is nice when someone tries to offer constructive suggestions instead of just kvetching.

    ReplyDelete
  115. I'm still having problems receiving movies. I ordered one this past Tuesday and it was supposed to arrive Friday. It didn't so now it will be at least next Tuesday before I get it because of the holiday. Is the problem resolved or are you so backlogged you're still catching up?

    ReplyDelete
  116. I just started my trial period and haven't been able to watch anything on my computer. After trying to figure out what to do about that I found this link. I will be getting rid of netflix after my trial period is over.

    http://blackfriarsinc.com/blog/2008/01/consumer-discovers-ticking-drm-time

    Should I just get out now while I still can?

    ReplyDelete
  117. I use Linux, and of course, I don't meet the requirements to stream netflix to my pc. That's why I purchased the Roku box.

    Then I discovered that they stripped the Closed Captioning for shows that were captioned. Hey it's NTSC when it gets to my TV set!

    I dunno if I will keep the Roku unit or not.

    Twas a tad pricey at $100+$15 for shipping.

    Wayno

    ReplyDelete
  118. Hey, NF, excellent, yet unneccessary post. You already gave us a discount, but you went ahead and told us what the problem was anyway. I've never seen such a transparent company.

    You're two for two as far as I'm concerned. First you kept profiles, then you quickly and efficiently solved this problem. Hopefully the xbox functionality will make you a clean 3 for 3.

    ReplyDelete
  119. Re : "Should I just get out now while I still can?"


    Here's that Blackfriar's link for anyone that's interested but couldn't access it.

    But in answer to your question : No, don't leave just because you can't use Watch Now. I can't either, nor can lots of us - I've seen estimates of up to 15% of members - whether because of hardware, software, or the set-up just being too freakin skittish and complicated, while others quickly ran through all the stuff they were interested in since the catalog has to date been pretty limited. But if you're reasonably well organized (and aren't in a shipping dead zone like some of these guys still seem to be!), you can easily rent enough DVD's a month to make it well worth the cost of admission even without Watch Now, nice as that additional gravy would be.

    ReplyDelete
  120. I'll second Alex. I can't use the 'watch now' either (Mac). This, I came to learn, isn't NF fault, (DRM licensing issue).

    Still, I don't feel like I'm missing anything. In fact, some TV series's are offered for free online and I still prefer to watch it 'DVD quality' on my TV.

    Think about it, one month is around $15 or so, you can't lose really. You're not getting into a yearly contract or something and trust me, you'll get your money's worth.

    ReplyDelete
  121. I would like to know why I only got one movie last week?I was suppose to get 3 movies! I paid for 3 movies last month. It wasn't September yet either. I am thinking about canceling Netfliz.

    ReplyDelete
  122. Yes Tod, I should have added that it's the studios insisting on those damnable DRMs, not netflix. Thanks for your earlier link explaining that to at least my satisfaction, if not - one can be quite sure - to everyone's.

    ReplyDelete
  123. I am still suffering from long long shipping delays. This is not worth my time if my shipments continue to be delayed time and time again!

    ReplyDelete
  124. Anyone know what kind of holiday delay we should expect? I sent one back on Friday, expecting a new one to be sent today for Wednesday delivery...it hasn't been acknowledged as received yet.

    ReplyDelete
  125. Everything is suppose to be fixed. But one of my DVD will not be shipped till tomorrow. All because it was not in my local shipping center? But the DVD was returned on Friday (8/29). Since Monday was Labor Day holiday, the "next business day" is Tuesday. But the DVD won't be shipped till Wednesday? What's the real policy?

    ReplyDelete
  126. Jeeeeezzzz, I thought the system was fixed, since the outage my movies are taking longer to be checked in at Netflix and my movies are now being shipped from other locations as they claim it is not at the local distribution center, funny that this all started after the outage. This is starting to make Blockbuster look good again.

    ReplyDelete
  127. "...Blockbuster is looking pretty attractive right about now."

    "...Blockbuster is welcoming new and returning customers and no one will treat you like this!"

    "...Simple solution to a complex problem. I joined Blockbuster."

    "...I had enough...just signed up with blockbuster this morning..."

    "...At that point I question why I didnt just go to blockbuster and pick up a movie..."

    "...This is starting to make Blockbuster look good again."


    So, do they pay you by the word, the line, or by the actual number of posts?

    ReplyDelete
  128. re- "Just Curious"

    Why, you're trying to get a raise?

    ReplyDelete
  129. Hey everybody, let's all do what had been suggested before, put your account on hold for a month, this might send Netflix a strong message. Customer service means getting your customers what they are paying for.

    ReplyDelete
  130. Hmm, only 10 words. So, Curioser, it's by the number of posts, then. Thanks.

    ReplyDelete
  131. So, now the movie I mailed on Friday has been received, but new one not shipped today? Let me guess, tomorrow it will be sent from another location to arrive next week. I really hadn't noticed this BS until after the problems a few weeks ago. Is it really possible that the failure was caused implementing some extra throttling?

    ReplyDelete
  132. It's Sept 3rd and my DVDs are still not shipping out. I have 17 DVDs waiting I should be receiving 3 at a time and all I'm getting is one shipping from out of state.I have no DVDs at home. Why such a long turnover. I get one movie a week if i'm lucky.This has been going on for weeks. WE NEED ANOTHER UPDATE !

    ReplyDelete
  133. Isolated cases are obviously not being caused by this.

    Mine has been working fine all week. If you're still not getting movies, I'd call NF because I highly doubt their tech team is checking the blog for anonymous posts from angry customers.

    Also, nothing is stopping anyone from going to Blockbuster. It's no better over there. They tripled my price because I rented too much. I'd rather be throttled than raped.

    ReplyDelete
  134. Actually, I found this format 1000 times more useful than calling NF's customer service line - my calls were never anything but total frustration (if they weren't cutting me off the line). My service seems to be pretty much back to normal, except for the same thing that a lot of people have noticed about a LOT more movies than ever before coming from alternate shipping stations, causing longer delays.

    ReplyDelete
  135. re-"Also, nothing is stopping anyone from going to Blockbuster. It's no better over there. They tripled my price because I rented too much. I'd rather be throttled than raped."

    Last I checked, BB was a tiny ($1) cheaper. You're saying they use to charge around $5 for 3 at a time? Thank God for NF.

    Actually, I did drop BB for the same reason (nasty price boost), but it was really cheap then, now it's more the same.

    ReplyDelete
  136. Those truly insane BB price hikes a while back - about double overnight (not triple!) - were only for plans that allowed unlimited in-store exchanges. What a deal that was :), all too briefly :( .Nearly bankrupted them :D .

    ReplyDelete
  137. I am so damn fed up with Netflix. I don't even know what I am paying for anymore. This is such bullcrap.

    ReplyDelete
  138. Re "Actually, I found this format 1000 times more useful than calling NF's customer service line"

    Not sure that 'useful' is exactly the right word, since this isn't much more than a psycho-emotional vomitorium cum on-line wailing wall. But hey, if it makes us all feel a little better....

    ReplyDelete
  139. Yeah right its fixed...

    We mailed our DVDs on Tuesday (9/4/08) and three days later supposedly Netflix has yet to receive it. So guess we are going to go through the weekend with no movies.

    We are starting to hate Netflix...
    Think its time for us to move to Blockbuster online ...

    ReplyDelete
  140. Never noticed a thing. You guys are doing a great job but why did you change the way new releases can be viewed? The new one is much less clear.

    ReplyDelete
  141. Quote : "Think its time for us to move to Blockbuster online ..."

    Ka-chiiiiiiiiing ;)

    We're with you 1000%, Kate West. But, just 'entre nous', all is not lost : Click here , bookmark the link, and join us in prayer to the netflix gods that they keep this blesséd portal open.

    ReplyDelete
  142. im on a three a week plan and managed to once again only get two movies this week.

    I will get three on monday return them all by wednesday and somhow netflix doesnt acknowledge them until friday and i wont reviecieve any back until monday again if im lucky..this is getting silly..its only been like this the last 2-3 months so its really a shock to see how bad its becoming.

    ReplyDelete
  143. this has nothing to do with what you posted, i just want this oddness read by someone who works at netflix and there seems to be no personal email to send this to, and i reported it and am getting a different disc and all that jazz-

    i just wanted to explain the problem with the disc i got because, i've never encountered it before
    but i wanted to clarify the strangeness of this damaged disc

    i play my DVDs in my MacBook computer, because i don't have a television this disc played partially but whatever's wrong with it i do not think it's scratches only one episode played the whole way through and the rest would play a bit and then they would stop but not just refuse to play my entire computer would restart itself because of something with the disc, meaning that i didn't do anything to make it restart it would just stop and then sort of take over the computer and restart it, i wanted to clarify because this issue because no disc has ever done this before, usually if there's a scratch that the player can't get past it will just quit out of the
    DVD player application- so this was surprising and new and i just wanted to explain

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  144. I've been a solid customer for over 3+ years, so it's hard for me to just change to Buster or cancel. I keep thinking they'll get better but it's not. I'm so damn frustrated right now. It's bullcrap. I mean, it's the point. You pay for a service, you should receive the service. DUH

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  145. STILL WAITING .... Mac support for 'watch instantly' coming.... in 2012. I'm glad I pay the same amount as the people who can watch tons more stuff than I can......

    Maybe it's time to move on to Apple.

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  146. I hate no movie friday especially when I mailed them as early as last weekend. What's happening to you netflix? You started to be a disappointment. CS personell doesn't help either. She kept saying it's completely normal. I don't care what you feel it's normal or abnormal. It recently has become significantly late and let me question why I'm getting worse service for the same money.

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  147. Re : "It recently has become significantly late and let me question why I'm getting worse service for the same money."

    Please allow me to be the first to welcome you to our language.

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  148. The whiners need a solid kick in the crotch. That will give you something real to whine about.

    Hey Howard? No shill here. Just someone far more manned up than you can ever dream to be, c*cksucker. How often do you have to change your panties when a DVD is seven second late? How do you find time to watch DVDs? A sissy little fop like you much be taking shots of semen in the mouth day in and day out to pay the rent.

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  149. What I find quite funny is that a while back, in a different thread, someone had pointed out that quite a bit of "foul language" was being used. In looking at these posts, the vast majority of them were from people using it against those that have been complaining about the service. Not those that actually complained about the service.

    Shows the level of maturity of some folks I guess. If all you can do is cuss and swear at those that want to express thier displeasure with a company, perhaps is you that should get out of the house, go down to your local library and spend some time reading a dictionary.

    Personally, those that have made claims to poor service have every right to do so. They paid for a service, got a slight compensation for the lack of the service being provided. What a lot of people fail to remember is that not too long ago, Netflix was sued for "throttling". They lost. Those who got the extra upgrade for a month had just gotten that when this issue started. Seems a bit odd that it happened at the same time.

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  150. I work in IT and am sympathetic to the vagaries of software and hardware gliches. Therefore I've been giving NF the benefit of the doubt about resolving their shipping problems. But after 2 weeks of not receiving DVD's, I have have to conclude that they are still having problems and haven't come clean about it. They claim to have sent me DVD's, I wait a couple of days past the date NF says they should have arrived, then I report them missing. NF then says they have shipped the replacements which also never arrive. I've never had problems, ever, with NF in all the years I've been a subscriber, so I think NF isn't posting information on their unresolved problems or worse, they don't know that their sytem is still broken. I also find it absurd that there is no customer service email address. I'm considering sending snail mail complaining and asking for a refund.

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  151. OK, but would that be a refund for the stamp or your monthly subscription? An important distinction, surely? But I'm pretty sure your snail mail would end up in the same tar pit as our e-mailed suggestions anyway, so maybe try their phone CS before wasting a stamp. I've always found them pretty smart, good humored, and responsive.

    But as someone remarked earlier, why post anonymously and without a location if you really want help, as opposed to just venting for the hell of it, and with very little credibility?

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  152. I still haven't received a DVD from White Plains, NY, my closest Netflix outlet. Instead I'm waiting 3-6 days after the shipment date before I receive anything. And, by the way, why don't you ship on Saturday? There is mail service that day.

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  153. @ Geodea -

    Probably won't make you feel any better about it, but.....

    [from 'Hacking Netflix' interview with founder/CEO Reed Hastings, 7.11.06]

    HN: Why don't you work on Saturdays? It seems to be such a competitive advantage for Blockbuster, and everybody's interested in getting more movies… Is it cost-prohibitive?

    Hastings: Prohibitive is a strong word. It’s a cost tradeoff, right, because then you can’t run a standard five day shift. So when you move to a 6th day, then you’ve got not one management team, you’ve got staggered. So the cost is not just 15% more, because you’ve got to figure out dual management, and how you’re going to infringe on people on people’s weekends and yet give them a life. So we make sure that the Monday through Friday works well, and that’s the focus.

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  154. I am so-oo sick of this bullcrap & customer service said everything was a-ok & back to normal- no problems!! Yeah right

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  155. Well, well, well . . . finally it's my turn to get a new release again. It's about time.

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  156. I thought we were told that we would receive a credit of some sort on our next billing date after the shipment delay took place. I have yet to receive that. I also have delays in service when receiving DVDS. I called the number that showed up in the CONTACT US section of the website, 1800-716-0414. A recording said the umber was no longer and service and gave me some sort of text message to reply to that I will have to pay $9.99 a month subscription to. Of course, I did not accept and am not happy with this. I like to know what can be done now?

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  157. The Post Office should take notes!!
    Kudos for a problem solved.
    Another issue on the forefront though is that of the Comcast recent announcement of bandwidth caps. This may very well affect my instant viewing as well as my future purchase of your TV viewer.
    Is Netflix prepared for this problem??
    I'm really concerned...

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  158. Actually, their number is (866), not (800). That might explain why you got that message, as their customer service line is still working fine.

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  159. I sent my dvds back on august 29th and have not received new ones or any email stating that they have been shipped yet and its September 8th?

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  160. I was wondering if Netflix will be closing the big gap between 3 and 4 at a time movie pricing? I was going to switch to 4 at time movies but the the price is considerably higher, so I am sticking with 3 at a time movies. Don't get me wrong 3 at a time is still great plan and I think that Netflix is a way better deal than rent from Blockbuster or Hollywood video. Keep up the good work and Thanks a lot for the work you do.
    CAA in Olympia, WA.

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  161. Netflix support sucks. I want support without having to call some dimwit on the phone, at least for the first pass. F*ck this... I'm close to done with this bull. Time to go Unbox something.

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  162. No back-up system? No disaster plan to keep the business operating? No "computer downtime" procedures? No means to operate if something goes wrong?

    This is really odd not to have any means to function if one system goes down. So what is the plan to deal with outages like this in the future? I bet Netflix saved just a ton of cash by dealing with preparedness in this manner.

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  163. Congrats, Anonymous! So you finally realized that the word 'bullcrap' was your 'tell'!! But, more importantly, what's REALLY eating you up from the inside, buddy? Seriously!!!!!!!!!

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  164. xenagal@comcast.netSeptember 9, 2008 at 7:30 AM

    if your system is working why haven't i received my next dvd. i shipped one back on Aug 30th. it's now september 9 and i don't have my next selection. i'm going to cancel membership. there's no telephone number even listed to contact you people which is "infuriating".

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  165. It's (866) 716-0414. Click on "help" in the upper right hand corner of any screen and it should have the number along with your membership number.

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  166. Does anyone else think the netflix site is slowest moving site in the world? I am losing interest in netflix because it takes my queue so many long seconds to update. What is that? I know it isn't my own internet speed - everything else works normally. You guys need to beef up your servers....

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  167. Is there going to be a blog explaining the widespread issues with Blu Ray discs coming cracked?

    There are countless blogs and entries of people claiming the same thing as I've encountered - cracked blu rays.

    Out of about 25 blu ray discs I've gotten in the past month, 23 have been cracked in the same exact spot. And everytime I call to complain, someone always has an excuse.

    But according to the blogs, this has been happening for about a year.

    What will happen when more people enable blu ray and experience the same thing?

    I agree that customer service reps are obviously making things up as I'm trying to get an answer for this HUGE problem.

    DO SOMETHING ABOUT IT NETFLIX!!

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  168. I've heard this a lot about Blu-rays. Although your 23/25 attrition rate seems incredibly high, so I certainly understand customer service's skepticism. And, from your tone, I bet you yelled at them, right? A surprisingly common mistake when trying to get a problem resolved with a fellow human! But, to your point, since there's a surcharge for renting Blu-rays, maybe Netflix should be adding a cardboard stiffener to those flip-floppy envelopes until Sony finally manage to fix the problem?

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  169. Please explain why you haven't rec'd Across The Universe when it was mailed on 09/05/08, but you rec'd Recount with in one day. As you can imagine this mess up is delaying next dvd in my profile. I've already reduced from 3 to 2 as Netflix seems to be having problems. Let's get this resolved asap as I have no problem canceling my account. You have my profile, therefore I expect a call back of email.


    Regards, Tim Phillips

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  170. I'm suspecting there are still problems or else they're deliberately slowing things down to make up for the discount (even though I got billed for the full amount)--2 of the last 3 discs took them 2 days to get out and they're neither rare nor brand new dvds.

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  171. Are you still having the problem or do you have the "won't fix" problem? I started my Netflix on 8/29 and I just received my first DVD today, 9/9 that I ordered on 8/29. This is the worst experience I had with any service. Netflix doesn't work for me.

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  172. I have been reading this blog for days and did not necessarily think there was a big problem until I have had one DVD sent from Tacoma WA after over a week of waiting and then today I find out that the very next one is coming from Portland ME. And I live in CO!!!! Strange happenings to say the least....

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  173. My question is this. Why can't Netflix indicate where the DVD will ship from (or at least if it is not local) so we the user can decide what to do. Or maybe there could be an option where we only take DVDs from the local shipping point. For me some movies I might be willing to wait for, others, I might prefer just to skip and get the next one.

    Another gripe I have come across recently is "broken disks" in a series collection. For Stargate SG-1 Season 7, disk one (and a few others) is not available, so I am being sent disk 2. Doesn't make a lot of sense to me.

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  174. "Why can't Netflix indicate where the DVD will ship from (or at least if it is not local) so we the user can decide what to do. Or maybe there could be an option where we only take DVDs from the local shipping point.

    GOOD QUESTION! Not that it's the first time that its been asked, but until we get an answer, let's all keep asking. User suggestions can also sent via the 'Contact us' link at the bottom of every page (click on 'Movie Correction' or 'Title Request' for the cleverly hidden drop-down menu).

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  175. Perhaps you never heard of the term "drop shipment."

    this may clarify.

    http://en.wikipedia.org/wiki/Drop_shipping

    Amazon uses this technique, as do the car manufacturers. Parts for a car in Southern California, may come from a dealer inventory in Rhode Island.

    It's transparent. You get your part, but you may not know where it came from, till you get the invoice.

    Wayno

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  176. Thanks for the clarification, Wayno, but the problem isn't where it comes from so much as the additional 2 to 3 days that it takes to reach us, when we'd be perfectly happy to receive the next locally available disc. Sorry you keep missing the obvious.

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  177. I'm not so sure everything is fixed even now. I sent back a disc that wasn't showing up returned until I reported it missing...then it suddenly appeared. Now I am waiting on confirmation that the three I mailed from the post office Monday morning were received. In my free trial period it only took a day...things slowed down after that.

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  178. i continually have issues with your shipping and yet there is never an issue with your billing time. it takes 2days for a movie to be received by you has been my average. now that these shipping issues are so called fixed it is taking 4days to receive notice you have the movie and are shipping out next title. What really bothers me is i had know problems when i was on your higher priced plans, is this coincidence that i see these problems now

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  179. This is 9/11/08, and I just wanted to let somebody know there may be a problem with the Queues. Every single movie in our queue says "very long wait" in the availability column. I don't think that can be possible, can it? It wasn't that way a day or two ago with the same movies. well, I don't know if this is the place to tell you, but I just thought someone might need to know in case there is a problem on your end. Thanks!

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  180. Now all movies in queue show "very long wait". What now???!!

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  181. Not sure what new glitch has occurred but every movie in our queues says "Very long wait" including movies that aren't even out yet. Hopefully it's a technical glitch with the pages and nothing more serious.

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  182. sept 11 th NOW WHAT I have 8 movies/tv shows in my queue and ALL 8 have VERY LONG WAIT what are the odds of that!!!!umozire

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  183. I, too, have noticed that everything is marked 'very long wait' including those soon to be released films. Are powers that be @ Netflix totally aware that the system is still not up to par? I am also experiencing long delays in receiving films as well as I've had to score several films as returned just so the next one will ship.

    Someone mentioned they were getting series discs out of order. I find that if a new release series disc 1 is on VLW (and I assume now that it will be upon release), I move the other discs in the series to the bottom of my que and watch it to see what happens.

    A major complaint I have is the fact that ALL new releases I have in my queue go immediately into a 'very long wait' period for several weeks before I manage to get a copy. In several cases for films that I really want to see NOW, I've gotten from my local Blockbuster.

    I've tried Blockbuster On-Line once in the past and was not 100% satisfied with it and didn't continue on after a 2 week trial period. During that trial, I kept my Netflix account active. But if Netflix doesn't get it's act together quickly, I just might quit and go to Blockbuster. I have been a loyal Netflix customer for over 4 years, but I look for and pay for service. I'm not getting it right now, but I am still paying....Earth to Netflix, wake up, you have a major problems here.

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  184. I see that everyone (?) is having the "Very Long Wait" issue - I had a few that said that before, and now that I've moved them to the top of my queue they are on the way (one from MD and one from CA, but that's OK with me). I'm now as curious as everyone else what's going on. It's distressing that we're not getting info on this new problem, even a newer blog post than from back in August.

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  185. Maybe my post was a charm! It looks like it's fixed now. :-) (You can all thank me later -- hahaha)

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  186. I would like to register a serious complaint about Netflix service to APO's. While I realize Netflix has absolutely no control over the time lag for APO customers, this fact in itself should propel Netflix to cater to overseas customers by allowing them to report late delivery shortly after the movie is in the mail. We used to be able to report a movie late in arriving, but recently have noticed a disturbing message that pops us, preventing you from making a report until 10-12 days AFTER the movie was originally mailed. The old feature, which allowed us to report movies late in arriving was the ONLY thing that made Netflix workable for the huge customer base that resides overseas on military bases, diplomatic posts, and a host of other US communities overseas. We are seriously considering dropping our many-year membership, because we feel Netflix is not catering to customer needs.

    Lisa W.
    US Embassy Cairo

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  187. how exactly does one report a dvd not received - is there a customer service number.
    beckyr

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  188. Becky, just click 'report problem' next to the movie at the top of your queue. Or else click on the 'Help' link at the top of your screen, and report it there. On that same help page you'll see 'Contact Customer Service', and clicking 'other' will bring up one of their many phone #'s as well as your current account verification code (which constantly cycles, btw, so people can't call in with our actual account #).

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  189. Thanks for letting us know more about the problem, being a programmer myself, I know how much hardware can really screw up a system.

    I just experienced another possible artifact of this problem though.I Added a 3 disk series(Blue Ray) to the top of my que, and your system sent me disk 3, yet disk one still has a "very long wait". Could the series algorithms be screwed up since you had a period of data loss that may prevent it from knowing what you had last?

    Figured I'd post here, since I'm unable to find any published technical defect submission email address. It definitely used to work in the past, now I have movie that I can't watch until the other two come out of "long wait" status.

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  190. Why is netflix not returning complaints I've sent 3 dvds back to netflix on the 30th of august and have not received any new ones and this is the only place i can find to complain i would really like a response!!

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  191. dennis, log into netflix.com, click Help, then click on DVDs, Mailers, and Shipping.

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  192. I was part of the class action settlement and found that the last set of DVDs I sent back on Sept 9th were not received until today Sept 15th. The fact that my account use ended on September 13th and this was the only significant delay during the previous 3 weeks of shipping makes me wonder if it was just an unfortunate co-incidence or by design...

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  193. September 9 to 15 sounds like a reasonable (but obviously less than ideal) turn around time. Imagine the discs weren't picked up until September 10. The earliest they could arrive at Netflix is then September 11. If delivery took 3 days instead of 1 -- which is certainly not unheard of -- Netflix would receive them September 13. Netflix's hubs are closed Saturdays, so the discs wouldn't be processed until September 15.

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  194. I also did not receive my 15% discount.

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  195. I have yet to see any discount reflected in my monthly charge and I have not been receiving my movies timely since this fiasco and the movies I've been getting are in really poor condition!!!!

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  196. Are their still problems with the delivery system? This time around I never received one of the disks although they marked it shipped and returned... and I received the wrong movie in the correct sleeve (which wouldn't have been a big deal if the movie I received wasn't a crappy movie I barely made it through the first time).

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