Thursday, August 14, 2008

Thursday Afternoon Shipping Update

By late this afternoon, we’d made enough progress on our system issues to begin shipping again from some of our distribution centers. We hope to bring the rest of our facilities back online overnight and be shipping from all of our distribution centers on Friday. But the issues we’ve faced over the last several days have been significant and there’s no guarantee at this point that our shipping operations will be fully restored by tomorrow. We’ll again be working throughout the night and will update you in the morning. Thanks for now and continued apologies.

141 comments:

  1. Hurray! I still love you Netflix.

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  2. I can understand shipping problems and I can be patient. But something strange happened. A couple of days ago, a movie showed as in processing and shipping soon. The next day, that movie was completely gone from my queue. Not put back, mind you, but completely erased? Is it there but hidden? I've readded it. Does that mean I'll get two?

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  3. How embarrassing. Somebody needs to loose their job.

    If mailing DVD's is your business and you loose the ability to put a DVD in an envelope and drop it in the mail, then this says something fundamentally wrong with how things are done at Netflix.

    Thank God they are not in the hospital business.

    greg

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  4. Get well soon Netflix, we miss you. :-)

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  5. Here it is summer and the kids are a bit bored. We use Netflix rather than having cable or a dish which generally gives us better control over the content and removes the commercials and it has been generally great.

    However, the confluence of summer and an outage of this size is a real problem. The kids rely on Netflix for the small amount of TV they are allowed and Netflix is NOT delivering.

    I expect a MONTH's CREDIT for this screw up.

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  6. I would hope Netflix makes a wise decision, if things get up and running, to be working, processing and shipping OVER THE WEEKEND :-)

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  7. I was very sad that I would not be receiving Season 2 of The Wire this weekend, but reading the apoplectic comments people have been leaving on these blog update threads, I realize I have all the entertainment I need for a while.

    It's amazing what people can get so freakin' worked up about. You'd think Netflix had stolen their birthdays.

    As a long-time Netflix subscriber, and temporary BB subscriber, I can say that Netflix's service overall has been stellar. They seem to have loosened up on the throttling and I love them for keeping the Releasing This Week page for those of us who like it. They really do seem to listen to their customers.

    I will patiently pop some popcorn and continue reading these blog comments until they've fixed whatever's wrong. Whenever someone threatens to go to Blockbuster, I feel the same way I felt when watching a scary movie and the soon-to-be-victim decides to go check out the noise in the garage. It's like, YOU'LL BE SOOOOOORRRRRRYYYYY!!!!!

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  8. Steve,

    I had to goto the netflix site to get information on this outage.

    I never recv'd an emailing telling me where my DVD's were.

    You guys might want to get a new email notification system to make sure this kind of thing never happens again!!!!

    A simple courtesy email would have been sufficient.

    signed,
    really upset netflix customer

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  9. Can't wait for (Mega)Sephora to show up and still complain. Wah wah!

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  10. I'm sorry Netflix is having problems. I have been so impressed with the service. I appreciate the communication. System problems can be really frustrating when you have a great service record.

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  11. One of mine has moved into processing finally. I am *really* curious as to what the issue is exactly.

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  12. I received two DVDs shipped Wednesday from Santa Ana.

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  13. I just received my next disk today and it was only 1 day late. We appreciate your efforts and understand that you guys must have a lot on your plate!

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  15. u have one service...period....u send out dvd's. if u can't do that right, give it up. and telling customers only that it was "a technology error" is woefully inadequate and could have been expounded on. otherwise, it just sounds lame. you pushed back my next shipment date from Tues to Weds to Thurs and now Friday. If my dvd's are not shipped out on Friday, I will be canceling.

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  16. Well after sitting tight I am glad to findout it wasn't just me having an issue with my movies. I thought I was blackballed by Netflix.
    Who is getting a credited free month? All suscribers or only the affected?

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  17. Sounds like a database issue...

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  18. You think you've got a problem not getting Season 2 of The Wire? Today we received Season 3: Disc 4, but Season 3: Disc 3 is delayed. Arrgh! That Disc 4 is just sitting here taunting us! :-)

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  19. I think I'm having Netflix withdrawals...I'm finding myself at my post box repeatedly opening the lid to find it empty. =( Can't wait for things to be back to normal!

    Richard A.

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  20. HAHAHA!!!! This is fantastic entertainment.

    Nothing brings out;

    - trolls
    - idiots
    - the uneducated
    - con artists

    Like a hiccup in service like this. It's a *movie* service people, and Netflix is renowned for their 'keep the customer happy' service. Cut them some slack.

    Some (losers) seem to be comparing this outage to Netflix being a;

    - serial killer
    - beater of baby seals
    - child molestation

    They then move on to one of the following;

    - threatening to go to BlockBuster (don't threaten! just do it, nobody will miss you!!). Which they'll never do, because BlockBuster doesn't have a blog they can bitch on
    - asking for ridiculous full-month credits for (at most) a week of DVDs no shipping
    - Ranting about the 'unfriendly' reps. Of course they're unfriendly. They've just spent a whole week doing nothing but talking to asshats such as yourself!!!

    Its summer people. Go outside, and check out that bright shiny thing in the sky. Perhaps take public transport out to an actual *movie theatre* and discover a screen bigger than your 20" RCA Victor.

    Get well Netflix, we wish you were in Canada too.

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  21. How embarrassing for poor Greg. He doesn't know the difference between lose and loose. Whadda looser.

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  22. IT would be cool to actually get stuff Saturday but i guess we will see. I still have 3 saying they will ship this past Wed. But the other one that was blank now has a movie in it. Progress I guess. I'm disappointed but not freaking out. I admit that i will be annoyed if we do not get compensated though.

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  23. I just wanted to say that since we've joined Netflix, it's always been easy and quick- on time like clock work! As soon as I realized our movie wasn't arriving when it usually does this week, I found the e-mail from Netflix making me aware of the delay. I just wanted to compliment the company on this. We used to use Blockbuster and their deliveries were never consistent and I certainly never received any e-mails explaining why it took 6 days one week and 3 another. I think Netflix deserves to be cut some slack during this problem. It's another thing if this happened all the time but it doesn't- I think they have earned our patience. I still love Netflix too!

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  24. dang, I'm bored without my netflix. Sephora, where you at. Write something for me babe.

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  25. Aw. Bless your Flix!hearts.

    Mine currently says "Shipping Wendesday". I turned all mine on Sat.

    So... If I get them at LEAST tomorrow or unfortunately Sat, then... I'll be a happy gal.

    The only problem is how everyone keeping telling others how to calm down. If you keep telling us to do other things like reading or etc... Then.. why the heck are you on here telling us this? You obviously have nothing else to do.

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  26. I think I'm having Netflix withdrawals...I'm finding myself at my post box repeatedly opening the lid to find it empty. =( Can't wait for things to be back to normal!

    Richard A.


    DUDE. Richard. SAME HERE. It's quite depressing. I'm like "Ah..." and go to mail box, a die a little inside.

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  27. Thanks for keeping the customer in the loop. I hope you post a post-mortem when it's all over.

    Still a loyal customer

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  28. Well, it is day 5 with no movie received. I have upped my Vallium and have started on the Lithium. Days grow more hopeless as i go to my netflix homepage and see that dreaded banner spread across my queue. My hands are clammy and i have lately been plagued with a strange nightmare: I dream that I look out my window hoping to see the mailman with a dvd, and i spot all those little red Netflix envelopes, only they have grown little arms and legs, and they are dancing around in a circle and crapping all over my front lawn. The mailman is standing in the middle of the circle, only he is naked and has the head of a goat. Please Netflix, Godspeed me a dvd. Im becoming a bit unhinged...

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  29. How embarrassing for poor Greg. He doesn't know the difference between loose and lose. Whadda looser!

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  30. People pleeeeease!!! You all know you cant live without Netflix, and that it really is the best dvd renting service out there, or you would not be freaking out like this now. No one is going anywhere, especially to crappy Blockbuster. They are having a serious technical problem, try to be more understanding, i believe they are doing everything they can. They have the most amazing selection of obscure titles, and their shipping speed is impressive as well. Hell, the only complaint that I have about them is that they dont have porn! Looking forward to them being back on their feet!

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  31. When I called costumer service, they seemed rude when asking them questions. After talking for 15 mins, a supervisor final said that there was a problem they did not want to tell the consumers. She also said that we should get an email in a couple of days.

    So what are Netflix hiding? And we probable should not expect anything till Monday? And she said they will prorate for the delay. So if they are down a week yiou will get a week credit.

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  32. Lol @ the Sephora jokes.

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  33. I didn't get the email, but apparently, I was able to receive my two DVDs, albeit one was a day late.(mailed in Monday). To Netflix's credit, they are working real hard to accommodate everyone, since this is the first time I ran into an incident like this. I hope the others who's been waiting more than a week has better luck, and a lot of patience.

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  34. As someone who has been on the sending side of these e-mails, condolences. Remember to let some folks sleep (they think better that way).

    I really appreciate your approach to managing this crisis. Good, continuous communication, no hiding the issue, offering credit (I appreciate the gold bars you sent, BTW)...

    Seriously, though, you're doing well.

    And, yes, it's a good thing this wasn't life support management software in a hospital! (Sorry, had to get a little tweak in...)

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  35. I was trying to find an easy feedback form on your website, but I guess this is it.

    I'll just say: Netflix has been one of the few great companies I've given my business to. Shit happens. It's how you deal with it that sets you apart, and Netflix is always excellent with customer service and response.

    Hell, just try to fly these days. I'd rather stay home and wait an extra day for my dvd, knowing I'll get an apology and a credit before I even knew there was a problem!

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  36. What a bunch of whiners! Clearly none of these people have ever built a business, much less one built on such a massive scale.

    Honestly, does ANYONE do it better than Netflix? If you quit, where are you going to go? Blockbuster? Please...

    Kudos to you Netflix for your openness and a ground-breaking service.

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  37. When I compare Netflix's communications to those haughtily and sparingly doled out by Apple during the disastrous launch of MobileMe, I'm sure that Netflix wasn't asleep in PR class while Apple was snoozing.

    I just really really really like being able to get movies from overseas, movies about my community (I'm gay), movies that aren't available at my local Blockbuster, so I'm sad. Just a bit. I mean, I think I can summon up the Spirit of the Blitz, keep the home fires burning, wait for the blue birds over the white cliffs of Dover (and why shouldn't they be white will all those birds overhead) until the red envelopes come marching home (hoorah! hoorah!).

    BTW: Why on earth are folks calling Netflix? Surely waiting on developments is the easiest strategy. Are people calling up just to have an excuse to berate and belittle some poor CSR? Has anyone found that it does any good?

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  38. Thanks for keeping us up to date.

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  39. Oh my God...everyone is freaking out...there is hope, I hope. I just received two of my movies today and they're still being shown as "shipping Wednesday" Weird, but all is not lost.

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  40. Gosh, I can't stand these whiners! There is more to life than the contents of your mailbox and if that is the case for you, I pity you. It is detesting how greedy and demanding our society as a whole has turned into; that if you are not immediately gratified, you must demand retribution. While I agree with the idea of providing credits for services not rendered, give credit where credit is due. The people who demand more than what they did not receive are a joke. Seriously, a month's credit? You've got to be kidding me! Tell me the fast food place you work at so that I can go there and make such egregious demands when you screw up my order! Netflix is a business unlike any other, and with the size of their consumer base that they satisfy on a daily basis, it is a wonder that outages do not happen more often. Kudos to you Netflix for the services you provide and for the vested interest you take in your customer's satisfaction. Take as long as you want, I will remain patient. Maybe that will weed out all the blustering defectors.

    Loose = Lose? LOL

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  41. I hope netflix gets things up and going soon.I never did get a e mail. you wouldnt think it would take a week to fix whatever problem there having.Im sure when its time to get my payment its not going to take this long. I miss my movies.

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  42. I imagine the CSR supervisors are telling the agents to keep calls on this issue short. Why is anyone calling in the first place? What can THEY do? You're just tying up a line someone else may need for a different, fixable problem.

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  43. waahhh waahh, my pacifier fell out of my mouth, wipe my ass mommy

    love the 'Flix.

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  44. LOL, I think it's funny people are completely freaking out over this.
    Perspective people, you are renting movies.

    Also for the parent that said "Here it is summer and the kids are a bit bored."

    It's summer have them play outside. It's fracking summer!

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  45. There's a war on two fronts, 5$/ gallon gas by the end of the year, housing bubble collapse, rampant unemployment, you don't got a system of health insurance, you're about to elect Bush to a third term, and Nflix stumbles to a halt.

    Lordy, lordy. Perspective.

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  46. I was a Netflix member for about a year prior to 2007. Last year I opted to go with BlockBuster for a while because my son enjoys the convenience of exchanging dvd's at the store. However, BlockBuster basically sucks. Their service sucks, their selection sucks and their fee's are highly inflated for the products. Plus, I'm certain there's some kind of political BS going on at BlockBuster because some titles are perpetually unavailable, particularly the more 'subversive' type, not to sound paranoid or anything....but it's hard to deny.

    So, last week I decided to go back to Netflix because I genuinely enjoy the Netflix experience considerabely more than BlockBuster and the Independant Film select is incredible, I ALWAYS find what I want with Netflix. And it's always available.

    Additionally, I am home with a broken leg for the summer and I wanted to have movies delivered that I actually want to watch and can be picked up by my son on his way in from school.

    SO....you can imagine I was a little dissapointed with this recent predictment. A little pissed actually. I won't give up on you Netflix because you are an excellent alternative to the crap that is BlockBuster, but I hope nothing like this happens again in the near future because I am desperate for some good entertainment. TV (especially day time TV) is total crap.....there's only so much internet-ing, reading and abdominal work that can be done in a day.

    Onward ho! Good luck!

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  47. I'm a new Netflix customer and if anyone has a right to be upset it's me. So far, I've only gotten one movie from Netflix before the system went down.

    However, I've found that life is too short to freak out about something like this. Netflix has a pretty reliable reputation and I'm will to give them time to prove themselves.

    For pet sakes people! No one died. And in the history of medical science, no one has died from lack of DVD. Relax, take a deep breath!
    It's going to be OK!

    Besides, in a very short period of time, I have amassed a queue of over 140 movies. When Netflix, gets up and running I plan to keep them pretty busy!

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  48. because of netflix I have to watch another night of phelps. Thanks netflix, I think I'll go lick the tv now

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  49. so i decided to call netflix myself and talked to a rep and she was really nice to me so some people must be liberals and think everyone is out to get them. but i digress, yes i'd like to see the movies in my queue but hopefully friday the problem is solved and get my movies saturday and i think its great that netflix will give us some kind of refund or whatever. but i also have a complaint about the on-demand part of netflix why won't you guys use firefox or any of the other browsers why am i limited to a microsoft product as bad as internet explorer, netflix is the only thing i use ie for.

    please netflix i hope the technology problem gets solved

    tanner peavler

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  50. I was very surprised but content with the email that I received this morning outlining the situation and what you were doing (trying to fix the problem) and how you were going to try to make it up to me.

    People seem to forget that the world isn't perfect. If you expect something to be perfect, then you damn well better be perfect yourself. You're only paying $20 tops a month for an excellent service. This is not normal, and they are working on it, get over it people. And for those with kids at home this summer? Oh no! You might actually have to talk to them now! *gasp!*

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  51. Sephora, who needs dvd's with you around!! You are much more entertaining than any ol movie! I hope you know you have become quite the celebrity around here. I guess we will soon see you in the tabloids hanging out with Britney, your kids can play together! I think Netflix should print your angry face on those red dvd envelopes!! Dont worry, we love ya babe!!! I just hope that scum doesnt steal your mailbox before your dvds arrive!

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  52. WOW! I guess I'm the only one flipping between NBC and USA watching the Olympics this week! :^)

    I have never had anything but awesome service from Netflix. I live way off the beaten path and can often expect an extra 24hrs for delivery and receipt of many mailed items. Not so with Netflix - I have always received my new DVD the day after it shipped and have always been notified the day after I send my DVD back.

    It's one thing to get great service when things are operating smoothly, now I'm even more impressed with the personal email I received apologizing for the inconvenience and offering compensation (which I believe will be fairly calculated once the problems are resolved).

    Netflix is going to take a multi-million dollar hit on this fiasco and I don't think they have any intention of delaying their business a single minute longer than necessary. In the meantime I am entirely capable of finding a different source of entertainment until my DVDs start arriving again.

    While I am as curious as anyone else about what caused this, I don't think it's really any of my business. The monthly fee I pay only covers the DVD subscription service, not details of the inner-workings of the company. Since they have offered to compensate me for the delay and are communicating there is a problem, they are doing far more than most businesses would. When is the last time your cable service or phone company voluntarily compensated you for a disruption in service?

    Thank you Netflix Team for spoiling me with your great service!! I sincerely hope you are able to overcome the technology issues quickly and completely, so you can resume your excellent service.

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  53. Just wanted to say I've been a Netflix customer for several years now and this is the first time any issue has affected my shipments, which is a pretty amazing track record for both you AND the U.S. Postal Service. My customer loyalty continues unabashed, based on the excellent service you've provided all these years. You rock!

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  54. Thanks for the update. I've always been impressed with Netflix's service.

    And by the way, I feel a little ashamed for the severe sense of entitlement in these comments. I'm sure we can all get on okay for a couple days without a fresh DVD to watch.

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  55. this is a bunch of BS. i'm thinking of joining blockbuster, this is ridiculous. there have been problems before and never have the movies i want available.

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  56. Dear Netflix,

    This is just a note to let you know that not all of your subscribers are raving lunatics when they don't receive a movie on time.

    Some of us understand that screw ups happen and that in this case, you clearly stated on the blog that it affected your email system which is why they weren't sent out in a timely manner. Yes Mr. And Mrs. Netflix, it appears that while completely literate, some of my fellow patrons still cannot read.

    I have received free disc consolations for even the slightest of inconvenience I've called about, even when you weren't in the wrong. I'm sure that for this error, you guys will be generous with your compensation.

    I duly apologize for those of us that are impaired from a)reading books b)going to the gym c)going for a nice brisk walk d)midget sex e)dressing up in clown make-up (although a lot of these people responding seem to be clowns themselves) f)playing video games and g)the ever popular, sitting in a corner and whistling dixie to ones self whilst pleasuring themselves in a raging fury. At least the last one would be productive. After all 4 days without a movie, who would have ever thought such a thing could exist.

    At any rate, if you guys are actually reading these, I hope I've brought a chuckle to your day of hard working to correct the problem and that soon, I can discontinue seeing the mailman and obsessively asking if my movies are here yet.

    Sincerely,
    William Millender

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  57. A while back I read that the post office wanted netflix to change their envelope as their current one was screwing up their systems. I'm wondering now if they aren't changing over to the new envelope and all the new machines are not working as they designed.

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  58. This is terrible and horribly in excusable. I have been waiting for this to get resolved and I have been waiting since Monday. I am signing up for a trial for Blockbuster to see how their service works. I may cancel our subscription. Affected consumers should get a month free for this screw up.

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  59. I just wanted to take this opportunity to say "no problem-o" and "great job all along!" I have not noticed any interruption in service and even if I had, given Netflix's awesome track record, I would not complain! Just the fact that you are so up front about addressing this seemingly minor and unusual problem is admirable. I have yet to find a major flaw in Netflix's business plan and operations and always highly recommend it to friends....as both a major movie lover and minor techno-phobe, I have been so happily surprised by Netflix, and wish you continued success!

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  60. For me, this is the best possible week this could have happened. My Tivo is overflowing due to me watching the Olympics this week. I don't think I could even squeeze a movie in this week (or next, for that matter.)

    I've been a Netflix customer for over a year, and this is the first problem I have had. I work in a home delivery industry, and understand things happen. Just get it fixed, correctly, by next week, offer a credit, and I'll be happy.

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  61. What happened did someone hack into your system and take you down?

    Please let us know the truth.

    Also can you give credit for this month to your customers?

    Really miss my movies!

    Come back Netflix bring us a gold medal will you.

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  62. i understand sometimes there are issues, and the shipping problems are what they are...but i can't figure out why things are being shipped to me in the order they are. the last three things to be processed for me were the first, 10th and 12th things in my queue (meaning i got season 1 disc 6 of the OC, skipped disc 7 and all of season 2, then got harold and kumar, skipped disc 1 of californication and got disc 2). explain this?

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  63. As of Friday morning, my DVD 1 of 2 still says Shipping Wednesday and DVD 2 of 2 is 'expected' to ship today.

    I had been planning for a while to cancel or put my account on hold at the end of this month, but if the discount winds up being substantial I may go for one more month.

    Or, a 2-week extension would also be welcome. That should also satisfy anyone currently experiencing problems during their trial period.

    Anyway, I hope you get the problems solved soon and thanks for the excellent communication.

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  64. This whole fiasco reminds me of when Paris Hilton was in jail; we got a day by day injection of hysterical drama. This blog is killing me, so much more entertianing than any movie. I wonder how long it will be before people start to riot in the streets. Anyway i have officially lost 10 pounds this week because i have literally laughed my ass off!!! Thanks Netflix, and take your time, we still have Sephora!!!

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  65. Netflix is the best thing since sliced bread. I've often wondered how they provide such an amazingly smooth service that meets my viewing whims and gets me what I want withing 72 hours of me changing my mind.

    I'm a very loyal customer and appreciate the company's openness in addressing this IT challenge.

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  66. Consider yourself excoriated with the apporpriate level of nerd rage. :P

    Ain't technology grand? Hang in there IT people.

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  67. From a Netflix email:

    As a member of the Chavez vs. Netflix settlement class, you will receive a free upgrade to the next plan level for one month.

    How convenient that at a time when they should be shipping more movies to me, they are now shipping none. And will the compensation take the upgrade into account? Or will I just lose it?

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  68. I am not upset or angry with Netflix. These things happen.But us techies would just love to know WHAT happened. I did not like one Netflix employee implying that this was not our business.And perhaps it is not.So why the secrecy?

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  69. Hey Netflix!
    How about announcing exactly which distribution centers are back up?

    And....letting all of us know exactly what the major problem was?

    Bad software? Hardware breakdown?
    Soften the blow here - you have me a week behind; you were ready to ship some great movies and then deleted them from my to be shipped list!
    Will I still get the deleted ones?

    Thanks - Melissa

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  70. Uh-oh⋯

    Last night my hopes soared when the
    "DVDs At Home" section of "My Queue" changed significantly, portending possible shipping of my many backlogged DVDs.

    Alas, this morning the same section has reverted to it's Wednesday's sad state ⋯ and still no emails from Netflix :¬(

    _West Sacramento customer

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  71. Arrrrgh⋯

    Four DVDs were dropped (gone, disappeared, missing) from my queue.

    Thank goodness I backed up a copy.

    Better check them queues, folks.

    _West Sacramento customer

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  72. To show support, I am voluntarily refraining from mailing in my watched DVDs for a few more days to give the system time to work through this glitch. (Fortunately, I've been taping Judge Judy and Seinfeld, as well as tonight's interesting PBS documentary on the London blitz from broadcast digital TV).

    I still love you, Netflix!

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  73. After four years of outstanding service, Netflix has built up so much goodwill with me that I can only wish then a speedy recovery.

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  74. I have been a member of Netflix for a few years and have tried another service and by far Netflix has been superior in their customer service and movie selection, not to mention the fast movie delivery system that is in place. Problems like these are rare and I'm sure will be fixed as fast as possible.

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  75. While some customers obviously aren't too happy, I can't really complain. I was supposed to receive a movie on Wednesday, and when it didn't show up, I went to my queue and saw the big red notice at the top indicating that my shipments might be delayed. While disappointing, it at least answered my question and I didn't mind. Thursday, my queue still said my next movie would be "shipping Wednesday" and in fact it did because it was in the mailbox when I got home Thursday afternoon. So I only had a 1-day delay, which isn't the end of the world by any means. As a software engineer, I can only imagine (in horror) the kind of disaster that must have occurred to cause this problem, and the panic that the folks at Netflix must be going through to get everything fixed. Good luck. :-)

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  76. I was optimistic last night because Netflix claimed it was processing one of the movies in my queue. Today I logged on to find that they had completely deleted that movie from my queue. Moreover, I cannot even see my queue on the main page anymore because it has been replaced with a big blue banner advertising a movie streaming service I won't use because I run a web browser that isn't made by Microsoft.

    The delays are just a minor annoyance, but this is just insulting.

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  77. Please, Do NOT let it happen again!!!!

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  78. I also had a movie in my queue last night that said processing, and now it gone. Not even in my queue anymore. I had to go back in to add it again. What???

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  79. This goes to the whiners giving Netflix a hard time about all this. Three words: DEAL WITH IT!

    Get a book. Get a magazine. Talk to your kids. This is not a matter of life or death. If the kids are bored, make them clean up their room or mow the lawn. Give me a break.

    I remember a time when there were NO videos. Then, you had to get in a car and go to the store (and yes, at $4.00 a gallon that would be expensise). Now, the effort is a walk to the mailbox. Your videos are delayed for a few days, BIG WHOOP.

    NETFLIX, you do your thing. This outage and the professional manner in which it has been handled only affirms my being a customer. Oh, and don't go firing anyone. People need their jobs and this is not the end of the world...

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  80. Hope a lot of people leave and go to BB then maybe we would have less DVD's ship to, ha ha. Watch out Sephora the gov. cameras are watching you. BTW Sephora if EVERYBODY in your town can't get the movie, go up to the teacher and tell them;cause if EVERYBODY can't get the movie, then don't you think the teacher knows this.

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  81. I wish some of these people would get a life!

    Geez! If they have nothing worse to cry about than a delay in their movie service, they are SO LUCKY!!!

    A few years back, after a major hurricane, I lost electricity for 3 days. 3 DAYS! That meant, no lights, no computer, no telephone, no TV and NO WATER-- to flush the toilet, we first had to get 2 buckets of water from the stream down the hill... and carry it back. And think about showers... 3 days without showers... I almost lost my job (not that boss would let me use his). And, of course, all my frozen food was ruined.

    When I complained to the electric company about this, their attitude was "deal with it."

    Suck it up, people and give Netflix a break. They'll get you're friggin' movies to you as soon as they can.

    Babies.

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  82. This delay is bullshit. I live in New England. On Monday morning they got the movies I sent back & I get an email saying my movies wont be shipping until Tuesday & from SAN JOSE, CA. Now it's Friday & they still havent shipped so now I'm thinking with the cross country trip I probably won't get them til next Friday. Nice 2 week turnaround. Screw You Netflix! Time to go to Blockbuster.

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  83. Come on red envelope! I am looking forward to seeing you!!!!

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  84. Well, my movies were in my queue listed as processing and now they are gone and the "awaiting your next movie for shipment" message is back. That's four movies that have dumped off my queue and gone into never never land. It's going to be a long weekend.

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  85. I've been a Netflix customer for long time. I've gotten nothing but prompt, efficient, and excellent service.

    I can stand a little delay. Once in 2.5 years is nothing!

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  86. I've been a Netflix customer for 3 years. Nary a hiccup in the service the entire time. This is the first significant problem I've ever heard of, and you guys are handling it great. The people posting snarky comments about how easy it is to drop a DVD in the mail etc. have NO idea how complex it is to run a business like this.

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  87. Like some people I'm amused by the comments from some people making threats to switch to Blockbuster, etc...

    It's just movies, I love movies too, but I don't depend on them enough to make threats to a company that has treated me very well for a long time because of a temporary problem.

    I guess what I was hoping to see in here were some ideas on how people should be refunded for the lost time / lack of movies in our mailbox, etc... a civil discussion.

    Rather then a refund I'd rather see Netflix send out extra movies to me...I'm on the two at a time plan...send me four when this thing gets fixed, when I send the first two of the four back don't send me new ones and put me back to just having two at a time. Just an idea. Also temporarily suspend the priority system so even us vets get a crack at the latest releases right away.

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  88. A couple of thoughts...

    Those of you with movies "deleted" from your queue--this happened to me last night, I re-added them, and this morning the deleted ones re-appeared. Not sure what has been causing this, but they might not be really deleted.

    And to those of you complaining about the IW feature being IE-only, one word: DRM. They have to stream it through a player that supports DRM, and it seems likely that other browsers don't support that. And DRM is probably a condition that is imposed on them in order to be allowed to stream the content.

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  89. Anonymous is waiting for a movie from San Jose -- good luck on that. I've been with Nflix for several years, live in Oregon and San Jose has the slowest shipping of any Nflix distribution out of the Oregon area. I get DVDs from the East Coast faster than I get them from San Jose.

    There. I finally got that off my chest. Another thing: More than a year ago, I know that Nflix was using a throttling algorithm.

    This past year, I know for a fact that Nflix does not throttle me, because I am a high volume user, have had up to 6 at a time, someimes getting beaucoup DVDs/mo, at a cost that perhaps covers postage.

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  90. I just had 8 movies in my Q last night and this morning GONE.I called customer service and they say do not readd movies the system will have the ones that were prosseing back in shipping area.They just do not know how long...The rep I talked to had same problem but tole me not to readd them just hang tight and they will reappear..At least they are being a little nicer today...only thing is if system doesn't remember what was there,I forgot what the hell I had there...lol....sighs so no movies for weekend...

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  91. Just last month I was having problems with my local distribution center. It seemed the faster I watched movies, the slower the turn around. This went on for 3wks. I spoke with several people locally who receive Netflix and they said the same thing had been happening to them. When I contacted customer service I was given a run around explanation. Low and behold, when the amount of movies I'd been watching slowed down, all the movies in my queue became available to ship same day the others are received (unless shipping from a different facility.)

    If the netflix shipping doesn't go back online today it will be a solid week that I haven't received any movies. I do expect to receive at least a full weeks credit for what I pay monthly.

    After the problems of the last 2 months, I'm now seriously considering switching to cable or dish. I really have been an extremely satisfied customer until the last 2 months, and until then had recommended Netflix to everyone that would mention renting movies.

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  92. They said they were shipping 4 movies and now they disappeared!

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  93. But stream me no movies, my connection ain't fast enough, don't use IE, and the damned thing doesn't support CC.

    What? What?

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  94. I got a personal email and there was notification on my queue that my shipping may be delayed, but I got my DVD yesterday just as originally planned.

    I'm also amused by the outrage here. Seriously, there is a minor delay getting a movie. Read a book, ride a bike, click the "watch instantly" tab, go to a movie theater.

    I've been very happy with Netflix for many years -- fast service, great Web site, amazing selection. There aren't many movies at Blockbuster I'd *want* to watch, even if there was one nearby (there isn't).

    You guys don't need to refund anything to me.

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  95. To all those demanding a month credit for a week outage, give me a break. You lose a week of service, you get a week credit. Done. You've been compensated for your trouble.

    To all those demanding to know the cause of the failure, who cares. What, you think you will be able to help out or something? Let's assume they tell you it's an outage due to a botched database upgrade that corrupted their database clusters. How does knowing this help you get through your day? Netflix says they have a problem and their working to fix it. Nuff said.

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  96. I agree with jane. Seriously people, you think the world was ending. I mean, really, when a parent complains that they need their Netflix movies to entertain their kids, I mean, boo-hoo! Find something else to do in the evening, like reading a book, playing board games, or *gasp* taking them to the theater for a movie.

    Really people. Technology can't work 100% of the time. I think we all have problems with our computers now and again, so you can't expect anyone's system, no matter how sophisticated, to be foolproof.

    I love ya, Netflix! I know you'll get the problem fixed.

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  97. My queue showed a fourth disc being processed for delivery, I'm on 3-at-a-time so I figured that was my credit. But now it's disappeared (and incidentally that movie has disappeared from the rest of my queue as well).

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  98. I work for the most well-known shipper, domestic and international, in the world. Think Brown. "Shipping system issues" is not a well defined excuse for this. Companies who have mechanical shipping issues are up and running ASAP, not still working on them 5 days later. I suspect that there is a contractual vendor, monetary or labor problem. Honesty is a good way to retain customers and increase loyalty, even through the bad times. I like Netflix, but I am glad I never canceled the movie channels on my DirecTV. I expect a significant credit as I think most customers will. A month's credit should do it.

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  99. I forgot to add, that it was actually 2 full days of Netflix issues before I received an e-mail or the Netflix Website was updated. Two full days without an update isn't very good customer service.

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  100. I'm sure every weekend with MegaSephora is a long weekend.

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  101. As of last night all of my returned DVDs were marked as received and new DVDs were listed as processing. I wake up this morning and one of my returned DVDs was now marked as still being home, all the DVDs listed as processing are no longer in my queue at all. Looks like things worked backwards this morning.

    Hopefully Netflix can get things fixed over the weekend. IMHO a one week credit would be fair, assuming they finally do get things shipped a week late.

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  102. To those of you who think database issues are not something to worry about, remember that your credit card number is in the Netflix database...Maybe that is why the "shipping system issues" phrase is being used. They dont want to strike fear in your heart. But a data base issue is serously more scary than any other.

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  103. I have a suggestion for those of you calling Netflix. Don't!

    They know the problems we are having. They know about movies missing from people's queue's. They know many of you are angry.

    The last thing they need are phone calls telling them what they know.

    Let them get their systems corrected and up and running again and then if you are still having problems with your queues and emails from them, contact them and let them know.

    They are dealing with screwed up computers and programming glitches that many excellent engineers are scrambling and going 24/7 to troubleshoot and repair. Problems that they have never encountered, learning on the fly as it were.

    Think of when your computer goes bad. Sometimes it just isn't easy to fix and takes lots of time and aggravation.

    Believe me, I know, I've been there. I'm a computer networking engineer. The last thing I need are people hounding me about what's wrong. When I figure it out you'll know.

    Believe me too when I say that when Netflix solves the problems they are having you would never understand what the problem was no matter how simply they tried to explain it to you.

    I know this problem will not occur again.

    Netflix will make amends to their customers. They have with me with the very few problems I've had with them.

    Stopped pestering them.

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  104. Like I said...I had 8 movies prossesing last night came on this morning and now gone...Called them and they said don't readd them the system will remember them...shit I don't remember what I had waiting to be shipped....the rep had 3 prossesing and they were gone when he woke up...I haven't been with NF long just since Feb.and never had any problems well except a few discs in wrong sleeve,broken minor shit and I was given a free movie...but going a whole week..wow must be major computer fkage..and my puter will not down load the thing it needs to watch instantly,so I will deal...shit happens and we all are going to be credited for it...so yea they are doing what they can....

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  105. I have a suggestion for you jamt....why not keep shit to yoursellf dick boy...you must not be working too hard being here yesterday and today annoying people...grow the f**k up bub...Your the reason they created birth control..bags to cover your face...stop telling peeps what to do do you work for Netflix?..no don't think so...

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  106. Jmat sounds a bit angry, as if he has been "pestered" in the past. Listen, I agree with ANONYMOUS who said that if this is a computer/data issue, then it is a problem because our credit card numbers are in their computer system. If Netflix says there is a problem with our data base and your info is safe, then great. But if they dont say what the problem is or to the extent data may be compromised or impacted, then there is nothing wrong with being concerned. Jmat sounds like a litte hostile guy who needs to learn how to communicate a bit more courteously.

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  107. JAMT, you give comp engineers a bad name. Not everyone impacted by these shipping issues got the email, so they called Netflix. I got the email, one of my colleagues didn't. So go do some computer engineering and stop being rude and condescending to people.

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  108. My guess is that at least the Oracle DBA Manager is going to lose his or her job.

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  109. Wonder where the morning update is? Considering that the webpages aren't updating properly any longer, I have to figure that's not the good new I'm waiting for.

    I used IE to backup the Queue. File/Save As and save as an mht web archive file. With over 100 entries in my Queue, I would be hard presses to remember all the titles should there be a problem.

    I actually do watch a lot of the Olympics so I'm not missing my movies as much as I might.

    This is going to be quite expensive for Netflix considering each day the outage goes on they lose customers. I'd just as soon they only refund a prorate of the days missed and not try to kick them off a cliff (in to bankruptcy) by expecting a big payoff for my pain and suffering [EG].

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  110. Ha! One of my movies in the shipping wednesday catagory I recieved, but it still says shipping wednesday. Ha! what muck up is that going to cause?

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  111. Someone said it for me: "Honesty is a good way to retain customers and increase loyalty, even through the bad times."

    We may not NEED to know the "real" problem, but it would go a long way towards repairing our disappointment and frustration. After all, Netflix started this blog to keep us informed . . . so inform us.

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  112. I love how every blog post has the same comment from some one "It's summer go outside" Try living in Arizona people it's too freaking hot to be outside. Why don't you go outside instead of sitting here all high and mighty telling us to go do it?

    And by the way my shipments have been delayed all week. Earlier today it said 2 movies were processing. Now they are both missing from my queue and it says they expect to ship movies today. What happened to the 2 that were processing?

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  113. I am very upset about the shipping problems - and what upsets me the most is the how slowly this communicated and how infrequent the customers received information on the latest status.

    You should know from your Crises Mgmt 101 class that hiding/delaying bad news and a poor communication makes the company look even worse. Very poor job, communication officer.

    Besides the current problems, I have received 2 cracked DVD's within the last 1.5 months. A little bit more quality control wouldn't hurt either.

    If there was a reasonable competitor out there, I would cancel my Netflix membership.

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  114. I think you have been great all of the years I have been a customer. Amazingly great actually. I have no problem waiting a couple of days to repair the glitch. After all it's a movie not life saving medicine.

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  115. I'm very disappointed b/c this happened when the only thing on TV is the Olympics and I'm not a big fan after the first few days. I was looking forward to watching many movies over these weeks.

    I understand shipping glitches but the timing is terrible and I live in a small city with a distribution center.

    Please, hurry and get this fixed, the Olympics are boring me to tears and I can't watch on-line due to 'buffering' issues?? the movies stop in the middle of playing and I'm stuck ordering them anyway.

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  116. I really needed Series 3 of the Wire - going on vacation tomorrow! Oh brother where art though...

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  117. From a source inside Netflix, They are being merged with BB and they did a test run this past weekend on using same shipping and receiving systems and some code not switched back correctly.
    People responsible are the Mafia, gov. officials, Oswald, Jack Ruby,
    and the Anti-Castro.

    Come on people get a life, system will be up when its up.

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  118. :) I just watch whatever's in my instant queue. No problem there.

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  119. Isn't it about time for a Friday morning update???

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  120. I agree with with other customers, Netflix should be giving a little more info on what the problem is. I just hope the system was not compromised and my personal info along with my credit card info is still safe and secure.

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  121. I think this is just another way
    Netflix has of "throttling" heavy
    renters.

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  122. Problems happen to everyone, but you are heading into serious crisis-mode here. People are understanding, but PLEASE don't indicate an update is coming Friday morning, and then fail to update. These seemingly minor promises, when broken, damage customer confidence. It might be time to give a better explanation to your 8 million + customers as to what is happening at their beloved Netflix.

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  123. I think this is just another way
    Netflix has of "throttling" heavy
    renters.


    roflmao yeah this should show em stop the system, I don't want to send Johnny an extra DVD cause he orders to many. Are ya kidding me?
    What a dee dee dee statement

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  124. Hey Sephora - I know movie rentals are a pretty high priority in your life. Very high priority. You're paying hard earned money for a service and your ROI is pretty crap right now. You have every right to complain...and complain...and complain. Also seems like you're stuck - can't switch to Blockbuster, can't get movies anywhere else. Boy, do I feel for ya. Really. Life is unfair sometimes. But things will turn around...I'm sure of it. You'll get your long awaited movies. I just know you will. Stay strong, sister. Stay strong. When you finally get those movies I say you stick it to Netflix. Take a dump on 'em, piss on 'em, scratch 'em all up and draw phallic symbols all over them in permanent marker, then send them back in their postage paid envelope with SUCK THIS! written in large type on the front. That'll teach 'em to mess with you.

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  125. To those upset that they didn't get an email about the interupted service....their email system has been affected by all of this as well. Also, check your spam box...for some reason Yahoo is now putting emails I get from NF in my spambox so that could be why you didn't get it. As for their phone reps being cranky....how long would YOU be able to continue to be cheerful and helpful if all you heard all day long was, " WHERE THE HELL ARE MY MOVIES?!?" Come on...the phone rep people didn't cause this so try to be nicer....sheesh....I'm not giving up on Netflix, they have always done right by me. Stuff happens....

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  126. (Monday night)

    Sure, go ahead and install Vista on the central server--what could go wrong?

    (Hours later)

    Whadda' mean our printers aren't recognized by Vista?

    (Hours later)

    ARGH!!! Why does it say "Windows needs your permission to continue..." each time an envelope goes into the printer???

    (Hours later)

    Anybody got a backup of the system?

    (Hours later)

    Anybody got a DOS boot disk?

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  127. I think the issue now is that the vast majority of customers were extremely understanding and patient the first two days because Netflix is usually so efficient and they seemed to be addressing the problem as well as updating the public on what was going on. However, now that we are heading into day 4, it seems maybe things are worse than we thought, and there hasn't been any update this morning. If it had been fixed in 2 or 3 days no one would be worrying what the problem was, but now that they haven't specifically said what the issue is, and again, no update this morning, which is pretty disconcerting, people are definitely going to start getting pretty mad. They definitely need to tell us what's going on today, and the fact that they aren't doesn't look good. If any one from Netflix is reading this, you need to update this blog before people get really upset.

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  128. what a bunch of babies, heres the recap:
    1)Your not getting your movies.
    2)You will get your movies.
    3)Netflix says they will do
    some kind of refund,credit whatever-give them a chance to
    A) Get system up and
    B) Give them time for refund, credit etc..
    then if they have not done this, then call them.

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  129. I've been a Netflix subscriber for more than 4 years and have had very few problems so I'm willing to cut them some slack for this outage. That said, not until this happened did I realize how much I depend on always having movies to watch. So I'm annoyed but not going to cancel my subscription anytime soon.

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  130. "Netflix says they have a problem and [they're] working to fix it. Nuff said."

    Yes, nuff indeed, specially since they've been keeping us regularly, and - unlike many of us! - courteously updated, plus have offered to compensate us for the outage.

    I haven't agreed with all of NFLX' recent decisions, and have said so, but the quality and consistency of their actual delivery service over the last 5 years, when they're juggling more than a million DVD's a day all over this vast country, has been, as far as I and my friends 'n' family are concerned, nothing short of miraculous. So I'm just astounded, and frankly appalled, at this relentless barrage of outrage and resentment (along with the many reassuringly measured responses, I should add) over this - in terms of the 'Big Picture', like maybe LOSING ONE's HOUSE!! - laughably minor inconvenience. In fact I'm pretty sure that I heard less wounded howling when the entire north eastern electrical grid went down a few years ago. Although one rather suspects that many are shills sent in to stir the pot, and the rest are from the same small gaggle of serial gripers that we always hear from, with nothing better to do with their valueless time. Time that would be much better spent reading 'Big Babies: Or Why Can't We Just Grow Up?' by Brit writer Michael Bywater!

    In the meantime I'll second Bryan's charming "Get well soon Netflix, we miss you. :-)"

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  131. Netflix is going to give 15% percent credits on the next bills. I think that's more than fair for a few days without movies.

    I also want all of you no life losers and especially you 'Anonymous' no life losers that complained and bitched about Netflix to get your sorry asses over to Blockbuster and see how happy you are.
    Put your money where your mouths are. The rest of us will be better off.

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  132. On Monday I got an email saying that my next DVD was coming from MD, which would take 4 business days. On Tuesday it said processing and still is. My two other DVD's are processing too. Two of my DVD's were not in the local distribution center last week and took 4 days. I feel like this has been going on for two weeks. No emails regarding shipping today in Nevada. Maybe next week

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  133. It's now Friday and no word on my the shipping status of my 2 most DVD's.

    Might be time to cancel my account and head back to the brick and mortar.

    It's one thing to have a 1-2 outage but 4-5 days is simply unacceptable.

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  134. Thanks for the daily updates. I have experienced major outages on other big sites, where there was never any clue given to users as to what was wrong. I believe it's important to keep users abreast, as much as is practical, so that (1) they know there's a problem; (2) they know the company is aware of the problem; (3) and users feel the company respects them enough to report on progress.

    Congratulations.

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  135. Jmat, I agree with your advice to everyone to stop pestering Netflix on the phone. It accomplishes absolutely nothing and just further ties up Netflix's resources when they least need it. And I can already see the next "crisis" on the horizon: those of you adding disappeared movies back into your queue will then receive duplicate copies when Netflix is back up & running again. Best to just chill out, give it some time and enjoy the Olympics instead (go, Phelps). :-)

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  136. "Besides the current problems, I have received 2 cracked DVD's within the last 1.5 months. A little bit more quality control wouldn't hurt either."

    Wow, I think any person of average intelligence could guess that sometimes the DVDs break as they move through the mail and AFTER they leave the shipping center.

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  137. If sooo many other things in this world worked as well as Netflix and other service companies were anywhere close to being as proactive and up-front with their customers, this world would be a far, far better place.

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  138. Maybe some of the disgruntled complainers out there might take advantage of the time without movies to read a book. Perhaps they could learn to improve their vocabulary in the process.
    I can live with a delay in getting my movies. You folks at Netflix do a great job and 15% credit is certainly ample compensation. Keep up the good work!

    ReplyDelete