Thursday, August 14, 2008

Thursday Morning Shipping Update

Hi, it’s Andy again. Unfortunately, we continue to experience significant shipping issues as of Thursday morning. We were able to ship some DVDs from about half of our distribution centers yesterday but we haven’t yet been able to resume shipping this morning. Our engineers continue to work around the clock to restore normal operations. In the meantime, we’re notifying affected customers via personal email and we’ve posted a notice on the Netflix Web site. We’re as frustrated about this as you are and we once again apologize for the inconvenience. In any case, I’ll update you again later today. Thanks for your patience.

173 comments:

  1. Patience? I've run out of patience and I would cancel and go to Blockbuster but they say I've already got an account with them, which isn't true. I'm sure it's my address.

    This is unacceptable and as it's been a week, the credit better be at least 25% of my monthly fees.

    "Around the clock" ~ yeah, and you've got a bridge in Brooklyn you'd like to sell me.

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  2. I'm sure other users have also commented on this issue, but I would like to point out that customer service reps on the phone have been offensively standoffish concerning this issue. Whereas reps were very friendly and helpful in the past, they've been outrightly rude in the past few days. It's been a shocking shift in tone.

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  3. Ok this way nuts..I pay 50.00 a month to get movies,I am disabled and just can't get up to go to video store.I left Blockbuster because yopu offer more,they only allow 3 movies at a time,I understand your delema,but I am noe thinking of going back so I have movies for weekend,I can not watch movies on my computer because for some reason will not down load the player needed to play movies online and I can't watch new releases or movies in my Q anyway...when I call rep seem nasty..This is all unacceptable I am sure alot will agree with me.I really do not want to go to Blockbuster but so far I see no other choice..and I had to down grade for next month as well to 5 instead of 8.but so far I am leaning that way so I can have movies over weekend....You guys used to be on the ball,what has happened,reps are getting meaner,and qshipping is sssucking...a week so far and no movies..come on ...

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  4. Okay, I have not received any personal email about the issue. All the information I have, I actively sought out myself. If they don't get any movies shipped to me today, that pushes it into next week week for me--small town, slow mail. I want to be understanding, but I also want Netflix to do what they say they're going to do. Send the emails with the explanation, get the system back up etc. The other thing I wonder is, if half of yor distribtution centers are running, then send me a movie from there. You never seem to have any problem with shipping my movies from Timbktu when it is on my timeline.

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  5. This is a test to see how long it takes these posts to appear. It is now 11:20 Central time.

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  6. On a positive note, I actually received a DVD today from the Melville, NY location. My Netflix Queue however still shows three DVD's as shipping Wednesday. Ooops, it's Thursday, so things are still screwed up pretty bad it would seem. But you still might get a DVD. Let's just hope the next message isn't a warning about compromised CC numbers...bet that sends a shiver. ;-D

    If you receive a DVD, it might be informative to post from where.

    Sabertooth

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  7. Well nuts!

    I already know I'm not getting anything.

    What good is it to know others are? (All though I'm happy they are)

    What I want to know is when am I. Even a hint would be appreciated-or even those who are getting theirs...

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  8. I appreciate the email and the update.

    Maybe offer your customer service people chocolate?

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  9. >>What I want to know is when am I. <<

    Agreed, you (all of us) deserve to know more. But, with little information coming from official channels, knowing the extent of the outage may gives us a clue about how bad things are and also when the situation starts improving. It can't hurt to get more information from the community.

    Sabertooth

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  10. We got 1 DVD from Raleigh, NC yesterday, but still have 3 DVDs in "shipping mode" that have been like that for the past few days. Maybe we will all get lucky and get our DVDs by the weekend. Sorry to hear the reps on the phone are getting cranky; I guess I'll just keep waiting and not call...

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  11. you know good point some places are shipping movies and yet I am not getting any,I live near the philadelphia one and that one is down,so why not send me movies from somewhere else you have before

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  12. Well nuts!

    I already know I'm not getting anything.

    What good is it to know others are? (All though I'm happy they are)

    What I want to know is when am I. Even a hint would be appreciated-or even those who are getting theirs...

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  13. I've got FOUR discs that haven't shipped.

    No "personal" email yet.

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  14. Michael in New HampshireAugust 14, 2008 at 10:20 AM

    Mr. Rendich:

    You are frustrated and so are we. We have signed up for Netflix for the great customer service and fast delivery times you provide. If there is an interruption in service like this one, Netflix should provide specific remedies in their personal e-mail to customers such as we continue to experience shipping issues and to make up for lack of DVD shipments we will credit your account 25% of your monthly bill, etc. I've already signed up for Blockbuster and will be testing your delivery times. We're in NH and Blockbuster's nearest shipment center in Worcester, MA and yours is in Manchester, NH. Who ever delivers our DVDs fastest over the next month for our two a time plan will get our business.

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  15. My attitude has been a little mellower than others:

    "Netflix has been pretty flawless for the year-and-a-half I've been a member...seems like they deserve a break for a couple of days.

    On the plus side, it gives me more times to catch up on my backlog of OTHER stuff I need to watch... Not to mention the Olympic coverage...

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  16. Like Scott said, I'm okay with being patient. Netflix has been a wonderful company for the years that I've been a member, and they obviously don't WANT to deliver anyone's movies late. Things happen, and I understand that.

    What I -am- concerned about is that since Tuesday, Andy or Steve or whoever it is has been promising personal emails, and I haven't received one yet. Even if it is just to say "Thank you for your patience and we still value you..." that would make me feel better, because right now I'm wondering if y'all have lost me in the shuffle.

    Bad things happen, and I understand that. Just don't promise something until you know you can deliver.

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  17. All that is well and good but it is still unacceptable. It has been over a week since I was notified of anything and no information makes me angry. Funny, you are never late taking payments.

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  18. The reps on the phone are rude. They must be outsourced because they do not care about your problem and I have talked to three and all said if you do not like netflix then cancel it. They must be on the new response cards when customers call. Maybe they can start shipping once people start canceling their service.

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  19. It would be nice if there was a news story about this happening. I don't understand the secret, secret mode the company is in. Netflix is ripping off thousands of customers yet nothing has been said by the news. That's just wrong.

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  20. See:
    http://www.cnbc.com/id/26200588

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  21. Here's a WSJ article about the problems:

    http://online.wsj.com/article/SB121873058128341109.html

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  22. Is it plugged in?

    No worries about the movies. I'm keeping myself entertained with the Olympics.

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  23. Yeah Andy, one of the first rules in damage control and PR is that you don't set a date for mitigation completion unless you are 100% sure that you're prepared to hit it.

    On Wednesday morning, "We will ship your next available movie today." And then on Wednesday afternoon, "We will ship your next available movie Thursday." And then on Thursday, "We will ship your next available movie Friday." I had cued up some films on vacation with me and my family tomorrow, but that clearly isn't going to work. Glad I sent them all in on SATURDAY of last week.

    This is incompetence and a total lack of any visible communications strategy to your customers. A few blog posts that are largely hidden in your site navigation does not an apology make.

    Yeah, you may "just" be shipping movies, but you may be underestimating the importance that your customers place on a reliable service.

    Hopefully Netflix realizes the value of professional communication with its largest stakeholders-the members-and has a plan to to at least provide better communication next time.

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  24. I just noticed that the paragraph says "This is Andy" but the blogger is Steve. Looks like the lies just keep on coming.

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  25. What the hell, people? They are just movies and they are crediting everyone's accounts. What's the big deal? Crap happens.

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  26. I never recieved the e-mail,I noticed it today when I sighned on to check if movies were being sent out....Personaly I think they should refund atleas 25% or cut next payment by 25%.Thia is crazy,you pay a good amount of money and then you don't get crap for a week,yet others are recieving movies why not ship movies from other places...Come Netflix has had a week to fix this stuff...I know this I bet alot of customers will drop them anf go to Blockbuster online.I don't want to but hey ya have to do what you feel is the right thing to do....but yea never got e-mail...

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  27. Guys.. we're talking about MOVIES here! Netflix has already said we'll get credits to our accounts for the service outage.

    Go outside and have some fun this weekend!

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  28. As a Netflix subscriber I'm amazed at how many people are getting so hysterically pissed off because they're not getting their movies. Offended because you didn't get a personal email? Are you kidding? That would make you feel better? Would you like them to send you a cookie too and tuck you in bed? If you're so pissed then just switch to Blockbuster or take your lazy ass off the couch and go rent a movie. There should definitely be some kind of reimbursement, no doubt, but damn...stop whining like babies about it.

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  29. Hi, just wondering if this outage affects your ability to receive/mark as received movies we've returned as well. I suspect if it does that there will be a backlog of movies waiting to be scanned back in and that might cause further delays in shipments for people, so you might want to clarify that too if true.

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  30. http://www.reuters.com/article/marketsNews/idUSN1412419520080814

    http://www.mercurynews.com/breakingnews/ci_10202905?nclick_check=1

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  31. I expect a major-ass credit for this. Unbelievable.

    And, the recommendation I got for customer service that I stream on my computer? Completely worthless because I have a Mac and I have NO DESIRE to install the crap that Microsoft makes on it.

    Provide me with a Mac-based player. And ship my damn DVDs.

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  32. yup, I'm looking for my month's credit.... Major F* up on your part.

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  33. Feel free to sign up with Blockbuster. No one is holding a gun to your head to stay with Netflix.

    Try borrowing movies from your local library if you need them that bad. My local library has quite a nice selection of DVD's including Freedom Writer sephora. Although I got it from Netflix.

    I'll stay loyal to Netflix. They've been great to me. Hmmm, maybe they could use me as an engineer ;)
    I can only imagine the chaos their engineers are going through to find and correct this problem.

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  34. Geez everybody, get a grip! Oh Boo-Hoo, you aren't getting any movies! I'm sure there are more important things going on in the world right now than some whiny people actually having to pick up a book. Netflix is trying to fix the problem and who cares if I get a "personal email." Don't you think sending out millions of useless emails might bog down the system they are trying to fix just a teeny bit? I've been with Netflix for five years. So far I've received 718 discs from them at a savings of over $1300 versus my local video store. I can give them a few days to get back on their feet. Maybe I'll finally get the kid's play room sorted out!

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  35. I think that I will kiss my netflic envelope when I see it again!

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  36. This is really frustrating. I have 5 movies awaiting shipment that I would have loved to have had for the weekend, now that won't be happening.
    I understand things happen but it shouldn't take this long to be fixed and I'm sure the credit received, if that actually happens, will not be enough to compensate the frustration.
    And as far as watching movies on their site, I DON'T THINK SO!, it's a horrible selection of movies.

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  37. It looks like I picked the wrong week to start my free trial :)

    Anyways, I hope you guys get this resolved soon.

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  38. Brad said we're talking about MOVIES here! Netflix has already said we'll get credits to our accounts for the service outage.

    Go outside and have some fun this weekend!

    Assuming there a little, aren't you. Who says everyone here can go outside. It's going to be over 100 degrees this weekend with a code red ozone alert, aka, it's not safe to go outside.

    People paid for something they aren't getting, they have every right to complain. Why don't you, Brad, step outside and leave us to relieve our frustration.

    And to the jerk hiding behind the anonymous banner that said this:
    or take your lazy ass off the couch and go rent a movie. There should definitely be some kind of reimbursement, no doubt, but damn...stop whining like babies about it.
    You're assuming that there are rental places near everyone. That's not always true so take the advice I gave Brad, get off your lazy ass and back away from the keyboard.

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  39. Can we get another update on how much longer it will be till the system is back up and running? No rush, Just a simple request.

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  40. After talking to customer service I truly felt even more frustrated. They told me work was still proceeding on fixing the problem with shipping. When I asked what the problem was she said knowbody knows. How can that be? After 3 days someone has to know what the problem is and how to fix it. This isn't rocket science! I hope this isn't a sign Netflix is going out of business....or just a sign knowbody knows whats going on. In either case the customers know somthing is terribly wrong.

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  41. well, I haven't got a single disc the whole week and doesn't look like things are changing.

    It's hard to imaging this kind of system failure, do they even have a backup system. Their IT department really needs to be reogranized. OR maybe they outsource their IT?

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  42. Netflix SUCKS! I am canceling and getting Blockbuster at the end of the month.

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  43. From the CNBC site:
    _______________
    Netflix engineers, he tells me, are working "feverishly around the clock" to get this issue solved, but at this point, they're not sure what the problem is, or how, necessarily to fix it
    ________________

    How can that be? Somebody 'knows' what's going on, it's just not being shared 'yet'.

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  44. Sure, I miss my movies. But, stuff happens. I'm sure the Netflix folks hate it more than we do.

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  45. I received 2 DVDs today from the New Brunswick NJ location.

    My "Recent Activity" on the Netflix page still reads "Shipping Wednesday." But apparently they did in fact ship on Wednesday.

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  46. People, you act like you don't have a life, PLEASE chill! Things happen, nothing is perfect.

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  47. Blogger Jmat said...

    Try borrowing movies from your local library if you need them that bad. My local library has quite a nice selection of DVD's including Freedom Writer sephora. Although I got it from Netflix.

    Well, isn't that nice for you. Our library doesn't, as I've said repeatedly. And Blockbuster isn't an option for me. For whatever reason, they seem to think I've already got an account although how I'm paying for it and where they are sending the movies is beyond me.

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  48. I'm still pissed that Netflix didn't sign with the PS3.....

    Once I get over that anger, I'll start getting pissed about this outage...

    That's how I'm 'queued' up right now.

    :)

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  49. Last week we had an issue with our queue...it said a movie was shipped back and recieved but we still had it at home, then we got the next one in the queue a day later...it righted itself once the other movie was shipped back but I'm wondering if they had this issue start up last week sometime...

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  50. to the ass clowns who are complaining to about the ones here waiting a week for movies...Some of us,can't go outside and some of us can't walk,let alone go to a libaray.Read a book sure,then what when done.We pay for a service that is guaranteed for movies to be shipped.Now its kinda fishy no one knows what the problem is,and yet some people are geting movies here,hell I can get movies from Philly,N.J.,or N.Y...but I am not getting diddly...to those who are complaining about us mad about this shipping proplem,Why not get a life,and go suck your mommas.....well you get the pic...I intend to stick it out but still a heads up would have been nice instead of signing on and seeing it on the site.Netflix put this here so we the customers can say what we feel,so how about those who are telling us to go out read a book and stuff...SHUT THE HELL UP...yea thier movies but some of us pay alot for a guaranteed service..so back off the rest of us and again piss off

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  51. sephora, you are one miserable, nasty person.
    I was simply suggesting a way to get your daughter the movie she needs to see but you are intent on being miserable.

    I feel sorry for your daughter if you are this miserable with her.

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  52. It seems like they've been having some problems here and there, especially judging from other folks' comments about queue reorganization and movies disappearing. I know I can never organize our queue at home on the weekends, but we have a Mac. Doesn't seem like Netflix is very Mac user friendly...

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  53. jmat ~ you don't know me so shut up. Judging someone from a few comments is really self-righteous and I feel sorry for your family and even strangers who come in contact with you.

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  54. I have not received an email on anything that is going. I should have had my movies on Tuesday. Will you give us a discount on services this month…? I doubt it!

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  55. I'm not terribly upset but I will be if it means no movies by the weekend. I know it's 'just movies' but I joined Netflix to find movies that Blockbuster doesn't have so I can't just pop down there. And saying we should read a book is missing the point slightly; if we're to read a book we might as well cancel our accounts.

    Also, I notice that the credit was only mentioned once in Steve/Andy/whoever's blog post, and not repeated for the last two posts. Nor was any statement made about how much credit would be given. So that can only slightly mollify me.

    So I'm slightly okay, but the balance between okay and p'ed off is shifting daily. If I have to go a whole seven days without my movies I will have to look into blockbuster.

    I mean, do you think they'd be this nice if we delayed payment and promised an 'extra' once we decided to send it in?

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  56. It's certainly nice that all of the people who are saying "chill out" and "it's just movies" have money to throw away for a service that does not deliver as advertised. I do not.


    If I do not receive adequate compensation for this debacle, I will cancel my account. Goodbye.

    angloam's comment above is also spot on: I mean, do you think they'd be this nice if we delayed payment and promised an 'extra' once we decided to send it in?

    If I delayed my payment to Netflix due to a glitch in my personal accounting system, and said "I currently do not know where the problem is", but promise to send Netflix a "personalized email" explaining the problem, and giving them a 'credit' whenever I figure out my problem, would that seriously fly with them? Laugh.

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  57. After calling customer service I am more upset then ever. After three days they told me they didn't know what was causing the shipment problems. This isn't rocket science. How can they now know, and have it fixed after 3 days?
    Either the company is going out of business or it simply just doesn't know how to keep it running smothly. Either way we customers are really in trouble. I have notived the service getting worse since they don't purchase enough new releases. You can wait up to 3 or 4 months to see a movie. I should know i have over 35 in my list waiting to ship. This is terrible customer service.

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  58. Whine. *snarl* Complaint. *snarl* Mention of how many DVDs I have waiting. Whine. Threat to defect to GreenCine/Blockbuster/Bittorrent. Whine. Off-topic mention of New Releases/Macintosh/BlueRay. *Snarl* Demand for huge refund. Whine.

    There, that's the preliminaries out of the way so I can ask a question.

    So, any idea which distribution centers are having problems? And is there any hope of shipping from the others, or would that just end up taking longer to sort out?

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  59. I've been on Netflix pretty much since you opened your doors. Reading through the comments, I think you should know its a small minority who seem to have nothing better to do than just complain about something. I love the service and I have no problems waiting - a glitch was bound to happen sometime. In the many years of service, I would say having a 99.99% record of good service is about as good as any business can do anywhere. I also have a Blockbuster account and having to deal with some annoying teenager who never heard of the DVD I would ask for is alot worse than this small delay.

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  60. Just called Roku customer service. The gentlemen on the phone was very nice and I told him about my Roku not working because of NF issues and he was not aware of that problem. So I think the right hand does know what the left hand is doing. So, I told him that the my Roku was not working and that I had just purchased it and he was happy enough to give me a RMA to send it back. So now I'm set to turn off my account and send back the Roku. I will miss the Roku and its features but right now it's a just a box that is collecting dust. Thanks Netflix for playing.. Off to BlockBusters I go...

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  61. Wow, this certainly is a national tragedy! I have a friend in the Philippines who doesn't know how he will bring home the rice to feed his brothers and sick mother, since he hasnt been finding enough glass and plastic bottles in the trash to sell to the junkyard. I'm sure he will feel better about his silly little problem when he hears that Americans arent receiving their dvd's this week! Some people are just so spoiled and disgusting, i feel shame...

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  62. For all those who own stock in Netflix... I would like to hear from you when it tanks and you lose your hard earned money. Or, even better yet, how about those poor souls who work at NF. How about them and their jobs, that maybe in jeopardy because of some "Upper Management Yahoo" that didn't do his job...

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  63. I've had several subs with BB and stick with NFlix--better movie details, good customer rep (try that with BB-- faster turnaround, better descriptions, more detail (eg CC -- I'd have to look at Nflix detail before I ordered BB movies to see if they were CC). I suggest the seriously disappointed give BB a try (get a yahoo mail account or two). Meanwhile I'm waiting for my movies to be checked in (they should have been there Wed.) doing a little torrent downloading.

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  64. Oh my god! It's now the fourth day since i've had a movie fix. I am shaking and i have the chills. My dealer, Pablo Netfix has dissappeared from the corner, leaving me to withdrawals. If i dont see Batman Returns soon, i think im gonna freakin DIE!! Screw World Hunger, send me my dvds! I feel so hopeless and abandoned. Not since Germany, 1939 has a group of people been so violated. Excuse me now, fellow American sufferers, while I vomit. LMFAO!!! P.S. Last night I had an awful dream that they shut off my cellphone!!! I made myself calm down by eating an entire bucket of KFC... just tell yourself, "It's only a dream, it's only a dream..."

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  65. I've had Netflix for years and also had Blockbuster for a year simultaneously, I've been shown that Netflix's service has always been superior in the past. Both selection and delivery times, so I think we can understand an outage once in a long while.

    IMHO, the gripes I hear are probably more out of frustration due to not knowing the details of why and not having confirmation of a credit presuming it will be resolved, by the weekend, 25% of the monthly fee is fair.

    Perhaps it was something ridiculous like the vmware date license bug, or some windows patch Tuesday issue. Just knowing what it was and that X measures are being taken should calm us all down a bit more.

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  66. I'm glad I switched from Netflix to Blockbuster two years ago. Netflix was throttling my account, so I took my business to BB and have had no problems with shipping since. Maybe not as many titles to choose from, but by far quicker shipping turnaround, at least in my case. If you are able, give BB a try.

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  67. I presume those of you who are saying matter-of-factly that Netflix should know what the problem is by now, and that they should know how to fix it, are software engineers yourselves? Because if not, you would sound awfully stupid right now acting like you understand the complexity of a system that has had years of development by experienced professionals.

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  68. Ok...but I still haven't received a personal email. Which leads me to believe that you don't think I had any movies returned this week or were supposed to be shipped back to me. I'm already 4-in-the-hole.

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  69. Wow, this certainly is a national tragedy! I have a friend in the Philippines who doesn't know how he will bring home the rice to feed his brothers and sick mother, since he hasnt been finding enough glass and plastic bottles in the trash to sell to the junkyard. I'm sure he will feel better about his silly little problem when he hears that Americans arent receiving their dvd's this week! Some people are just so spoiled and disgusting, i feel shame...
    Well then maybe you should give up your Netflix subscription, and the money you pay for your internet connection and send him money rather than inadequately trying to make others feel bad and venting about an irritating situation.

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  70. When is this personal e-mail to subscribers set to go out?

    Does this outage have anything to do with the Netflix settlement that was supposed to go into effect with the next billing cycle? That I got an e-mail about. A lot of people involved in that class action law suit were being upped a tier of membership for free for one month.

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  71. This comment has been removed by the author.

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  72. What I can't grasp in all of this is the people trying to make others feel bad for wanting to get what we paid for. As previously stated, it's not like I could not pay and still receive DVDs but they can take our money and not send what's already been paid for. That's my issue, I've already paid for the service, it's a month in advance, not like other things, dinner out, where you pay after you've gotten what you should be paying for.

    Still, my utter disbelief is those trying to make others feel bad for venting. That's just wrong.

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  73. I received an email Monday saying my next DVD would ship Tuesday. As we know NOTHING shipped Tuesday. I never received a "personalized email" saying I was getting a credit. And what kind of credit would it be??? They are being very vague with both what the problem is and what the credit is. How can you get a credit on one DVD when the plans are all the DVD's you can watch in a month? Netflix you are doing a terrible customer service job during this. I'd leave but Blockbuster is even worse.

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  74. "I presume those of you who are saying matter-of-factly that Netflix should know what the problem is by now, and that they should know how to fix it, are software engineers yourselves? Because if not…"

    I've been in the business over 40 years and this is a huge faux pas. The technology is available and proven, management woes the likely culprit given fast growth.

    I'm crossing my fingers and hoping for the best!

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  75. Web talk say 10% for two days delays. That is of course nice, but I ask are you going to stay open on Saturday and try to catch-up? (Assuming it's working by then⋯)

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  76. While I'm usually the first to complain about things like this, I've decided to hold off for now. I've tried blockbuster before and their service sucked compared to Netflix. 99.9% of the time Netflix is great so I think we need to roll with this one a bit and give them a few more days to try and fix it. Seriously - life is too short to get this upset over late dvd's.

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  77. Billions of movies shipped a few days of problems i can forgive it thank you netflix.

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  78. Wow, I had no idea there was a problem until I heard it on TV. Yes. TV. Remember that box or wall-screen attached to the DVD player you put your Netflix discs into? Don't have a TV anymore? You can watch TV on your computer now. What to watch? How about, gee, the Olympics? Oh, and books. Love that idea. You know all those movies you watch based on the books you haven't read? You can use this opportunity to go to your library and check out a book. You can get DVDs from your library too.

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  79. The number juvenile tantrums and melodramatic cries of injury over this after so short a downtime would be a more disturbing reflection of how self-indulgent and spoiled our society has become,
    except for two things:

    - I expect a lot of BlockBuster employees are dropping in here to pose as "angry Netfix customers who are moving to Blockbuster." (BTW, my and others' experiences with BB has been wrought with continual frustrations and pathetic customer service.)

    - Angry people are always more vocal (and repetitively so) than happy or patient ones, and Netflix has millions of customers. So, taking that into account, judging by the proportion of complainers to reasonable people here, I'd wager that the vast majority of Netflix customers are taking this in stride at this point. Because stuff happens, and since Netflix has earned our trust through great performance and customer service, we're willing to cut them some slack and be patient.

    - elle

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  80. I've only been a customer for two months, they haven't exactly "earned my trust" for their "reliable service" as I've had nothing but problems with my queue, wrong movies in sleeves, and now this. They've earned nothing while taking my hard earned money.

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  81. uhhh I'm affected and I've yet to receive a "personal" email of any sort.

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  82. I still <3 you Netflix!

    As a former CSR (not for Netflix) I would say the reason why they're on a short fuse is because every call they're getting is about the same thing : "where's my movie?" wah wah wah. This can wear down on even the nicest person.

    The anger expressed in some of these comments because you can't handle an inconvenience such as not having a movie to watch the weekend just plain sad. Think about what you're complaining about.

    And perhaps the reason why you haven't received your credit is because it will be calculated based on the days the outage.

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  83. Sephora, you're full of crap.

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  84. South Strafford, VTAugust 14, 2008 at 1:49 PM

    I received four discs today, three from White River Junction, VT, and one from Portland, ME. Anyone else's distribution centers getting discs out the door? Thanks, Netflix!

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  85. I just wish they would keep us in the loop with daily emails or notifications on our accounts. I would like some specifics about the nature of the problem, what's being done to fix it, and a timeline for fixing it.

    I had no idea they had a problem until I saw the banner on my account when I logged in now. I thought I was getting throtted and I was getting really annoyed that I haven't seen a new movie since I sent back my last two on Sunday and Monday.

    Netflix really needs to communicate better with their customer base.

    A generic email saying really nothing doesn't help.

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  86. THIS IS A GREAT REASON TO NEVER BUY A ROKU BOX.

    Why invest in something like Roku when you can't trust the service?

    ReplyDelete
  87. bravo elle! well said. :)

    also for all the complainers, maybe you should go elsewhere, especially you sephora.

    it'll shorten the wait on those new releases!

    ReplyDelete
  88. Thanks for the update. We're all human, and things happen, so don't worry about all the haters that can't find something else to do when their dvds don't arrive the very next day. Netflix is awesome enough that a few unsatisfied customers won't hurt their business because of a small mess-up. Flame away, bloggers.

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  89. I CALLED CUSTOMER SERVICE AND DEMANDED THEY HAND DELIVER MY MOVIES TO ME AND THEY JUST LAUGHED AND SAID NO I WANT MY BUCKIT AND MY CHEESEBURGER!!!!!1!!!!1!!!!one!!!!1!

    THIS IS WORSE THAN THE HOLOCAUST AND SLAVERY COMBINED!!!!!!

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  90. Good lord, people. Get a grip. Yes, it's a bummer that we probably won't receive any red envelopes for the weekend. But compared to what's going on in the rest of the world, I think I can deal, ESPECIALLY since Netflix already promised a credit for the downtime. Now if they go back on their word, THEN it makes sense to get upset, but come on. Get a sense of perspective already. Roll your big butt over to the computer and watch some movies online instead.

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  91. Wow, Sephora0128, of all things to fight for, this is the battle you pick?

    I've been a Netflix member for 3 years and other than 1 non-working disc, service has been flawless.

    Thank goodness I have other hobbies otherwise I would be at a total loss without my Netflix movies!

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  92. What's with all these people advising us that we don't have right to bitch? Of course we do! This is America and the freedom to bitch is non-negotiable. So there.

    ReplyDelete
  93. I have been in the business of supporting server infrastructure for many years and I can tell you from experience - they are working around the clock trying to fix this. I am sure all of management is in crisis mode and all hands are on deck. Like any other company, they want to make money. Do you realize how much money they are loosing during this outage? Do you realize how many idle hourly workers are probably being sent home and not being paid.

    Sysadmins and programmers have pride in their work. They want nothing more than to have this thing up. I firmly believe this is a big deal to them and they are taking it seriously. I received an email today from them, I am sure others will as well. But realize that producing those emails takes away from someone working the problem. I am also sure all the customer service agents know is that the system is down - give them a little break. IT does not say "tell the customers we are having a commit problem on the oracle database"

    Am I happy about it? Nope. But Netflix is doing the right thing here so far so give them time before you judge. Remember - everyone makes mistakes - you will be judged on how you react to fixing those mistakes.

    ReplyDelete
  94. I feel sorry for some of the people posting. You are very angry and should get a grip. First, this isn't your heart medication that is being delayed, they are movies...entertainment. Not life and death. ( Yes, you pay good money, blah blah blah) Second, Netflix brought the "problem" to my attention before I even realized there was one, and then offered a credit. WOW. How many companies do that before you call to complain? I am happy they were honest and took responsibility for the problem. If it takes an extra day or two, so be it. If this became a habit, then I might get upset, but a one time issue is not something to start a fight about. And finally, WHY should they tell us the details of the problem? Is that going to fix it quicker? Are we more qualified to solve their shipping problems than they are? It's really none of our business. I own a store, and if there is a shipping problem with our merchandise, we give a brief explanation (which they did), offer a refund or exchange (which they did in credit form) and apologize (which they did). That's it. I don't explain the details, as they are irrelevant. Now, some of you sound like you should go back to Blockbuster...they have lousy attitudes, too. You will suit each other. Thank you, Netflix, for dealing with this and not trying to cover up a problem. Bravo. I have been a happy customer for years, and have gotten several other families to join, as well. We are all quite pleased with the service, and only wish you'd add video games to the line-up. Thanks!

    ReplyDelete
  95. Yeah, bitchin, because that fixes everything... /snark

    ReplyDelete
  96. And where does bitching get you? Nowhere! You still don't have your movies. You have a right to do a lot of stuff, doesn't mean you should.

    ReplyDelete
  97. While I'm waiting for my DVDs, I'm just sitting back enjoying watching sephora0128 lose it. Someone's wound a bit too tight. I'd love to see how you'd react if something went wrong with something actually important.

    ReplyDelete
  98. "Do you realize how much money they are loosing during this outage? Do you realize how many idle hourly workers are probably being sent home and not being paid.…"

    Netflix losing money? Not likely, figure $4 million a day in postage savings (roundtrip), sent home hourlies don't get paid...

    If they refund 5% per day, that's just $3 million.

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  99. I, for one, received the email- but unlike those who are getting their panties in a wad, already get too much email so one more piece of mail would have not have been amiss. I don't need a chain letter to smooth any ruffled feathers- I certainly don't think Andy sat at his computer and typed it out himself so good grief, get over it. In the meantime, Netflix has said that we'll get a discount and this has only happened twice in the history of their company. What do we expect of companies these days, perfection?

    ReplyDelete
  100. "I've been in the business over 40 years and this is a huge faux pas. The technology is available and proven, management woes the likely culprit given fast growth."

    Well, obviously they made a mistake somewhere, but it's a little silly to expect them to always be able to locate it quickly. Their mistake could have been relying on a piece of third party software for something, and in that situation, you might not be able to debug it without the full cooperation of some other software service provider. Yeah, they probably should have had better contingency plans for situations like this, but it might not even have been a management issue--it might just be poor risk management on the part of the architects. There's nothing management can do if they're not properly informed about potential problems with the technology.

    At any rate, I'm fairly sure we can take solace in the fact that whoever missed the boat here will have to answer for this, whether it be an IT manager, a software architect, or a vendor.

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  101. I tried going outside to talk to people. I failed. Send movie please.

    ReplyDelete
  102. "Netflix losing money? Not likely, figure $4 million a day in postage savings (roundtrip), sent home hourlies don't get paid...

    If they refund 5% per day, that's just $3 million."

    If the amount they spend per day on postage exceeds their daily revenue, I would argue that they don't have a very economically sound business model. ;)

    ReplyDelete
  103. Here's a sobering thought…

    What if Netflix loses your queues? Your rental history?

    Might be a good idea to back them up, maybe print to file...

    Good Luck

    ReplyDelete
  104. So I did not get my discs because they couldn't send confirmation email? What do they think I need more, the disc or the confirmation email? Either we are not hearing all the truth about the problem or Netflix administration has lost its touch with reality.

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  105. I'm dismayed to see angry comments, threats to cancel accounts, etc., in response to a major technical problem that Netflix is undoubtedly making every effort to solve.

    This can happen to any company reliant on electronic distribution and communications systems. That means, today, any company with more than three employees.

    My experience with Netflix has been close to 100% positive. I don't know how many hundreds of movies I've watched thanks to Netflix. My reaction is to feel concerned about Netflix's losses and their efforts to solve what appears to be a hard problem to fix. It would never have occurred to me to be angry or to feel cheated or betrayed.

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  106. Huh, esc?

    That makes no sense.

    ReplyDelete
  107. keep_it_simple_engineer,

    That's a very good idea. I just saved my lists.
    Better safe than sorry.

    ReplyDelete
  108. Well, I was in the process of switching from Blockbuster to Netflix. Good thing is that I haven't cancelled my BB account yet - was waiting until the last week of the month. We'll see what happens here and how much longer they take to fix it. So far I'm not angry, but waiting to see what happens. I am retired from the IT dept of a large company and I know that things do go haywire. I'll bet they installed an "upgrade" and instead it went "Downgrade".! OOOPS.

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  109. By far the worst customer service i have ever had from a company. thank you for giving blockbuster my business. It has been 7 days since i sent my last dvd back and yall cant even send out new ones.
    I call to figure out when and where my dvd's are and are coming and all i get is a prick on the phone with an attitude telling me to be patient. Netflix you've offically ruined ur name.

    ReplyDelete
  110. I woke up today depressed and logged onto Netflix. When I saw the banner saying they were still having problems, I knew all hope was lost. I don't care about a credit on my account. The sheer fact that my TV will remain dark and lifeless for a few days is too much for my heart to bear. Preparing a lethal cocktail of painkillers and alcohol to take me away from this earthly place, I cried to the skies. Why, Netflix, why? Why have you forsaken me? Now there's no way I'll be able to see "Good Luck, Chuck" by Friday!

    Goodbye, unfair and cruel world.

    ReplyDelete
  111. Come on folks, its a few days without a new DVD. Watch the Olympics or something. I am sure they are working as hard as possible to get things running. I cannot fathom how complicated their systems are, but to keep track of all the DVDs, track those received and ship new DVDs out the same day must take some system.

    The longer this takes to fax, the more subscribers they will lose. I am sure they will get things squared away shortly and most of us will forget it ever happened.

    ReplyDelete
  112. May I offer a suggestion for those of us who are unable to get DVD deliveries? I think you could save the day if you were able to temporarily arrange it so that the queues of your affected customers could be transferred to "Instant Viewing."

    ReplyDelete
  113. Wow - hot weather must make everyone cranky! I came here to say I've been a Netflix customer since 2000. Tried Blockbuster and went back to Netflix. We also absolutely love the Watch Now - we bought a Roku viewer and it's made our summer a hit!

    I have no doubt Netflix is doing everything humanly possible to get up and running. They've worked so hard to stay alive and growing. Our experience with tme has been exceptional.

    Yes, you're paying for a service, but stuff happens and rather than getting mad, I'm glad for the chance to show some patience and understanding. For now, we'll keep an eye on the mail and enjoy Watch Now on our tv. You guys are adding stuff on there like crazy - we're impressed!

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  114. This is unbelievable!

    Does Netflix have no backup system? Is this an internal attack by a disgruntled employee? A Trojan Horse inserted into the system for revenge? This makes no sense if it's not deliberate.

    I cannot believe how irresponsible Netflix is to not have a basic backup system which could be up and running within 24 hours.

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  115. I DON'T KNOW WHAT WE'RE YELLING ABOUT!

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  116. I'm looking forward to the next update from Netflix so I can read sephora rant and bitch some more.
    She's quite entertaining with her ultra negativity and Netflix is out to get me attitude. LOL

    You know what would be funny? If everyone here but sephora would get their movies. She'd go postal. ;)

    No matter how hard I try I just can't get all bent out of shape about this situation. We'll all get credited.

    To those that have their life's ending because of the Netflix technical problems forgive me for taking it so lightly. You're angry enough for the rest of us.

    ReplyDelete
  117. Man, if Gigli isn't in my mailbox by tomorrow morning, I'm cracking thumbs

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  118. I wish I had my movies. I haven't received any in a week.

    I am upset, but to all those people who are complaining about people complaining the issue isn't necessarily that we are losing sleep over not having movies. It is more that we are paying for something we aren't getting. Most people don't like paying for something and getting nothing.

    Yes, they say we will get credits. I don't feel 100% sure that is true. Last time I was credited for a delay in shipping I received a $1. So far I haven't had movies for a week, so a dollar isn't sufficient. But they decide what they feel is sufficent, and there might lye the problem.

    I would have liked to get a personal email. Not because "want a cookie or to be tucked into bed", but it lets me know that they know I am one of the people who isn't getting dvds. Espeically since they make it sounds like not everyone is going to get a credit. I should be, and a personally email would at least let me know that I am on their radar.

    And lastly calling in and trying to find out information, or to see if they know there are problems (b/c until recent I didn't see anything stating they even acknowledged) and getting poor customer service (reps being rude) is just wrong.

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  119. @c thurmond

    To say that Netflix is your worst customer service experience tells me you've never called your cellular service provider, your credit card company, your cable provider, or any airline...

    I somehow suspect Blockbuster will not uphold the superior level of service you expect.

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  120. Maybe it's because everyone is calling in asking the same damn question and being all ornery about it?

    The CSR aren't the ones fixing the problem so how are they supposed to know what is wrong unless they're told?

    ReplyDelete
  121. Wow.

    As a person who runs and manages big IT shops, has used all the Internet movie rental services, and tries to step back in less-than-positive circumstances, I have a couple thoughts.

    1. This is - without a doubt - a very, very complicated system that's broken. Systems can - and at some point typically do - break. I can forgive that pretty easily. No foul. It's unfortunate, but not offensive or personal.

    2. I have not received the email that's been described. That frustrates me a little. I found out about the delays and causes on by chance. At least there was information somewhere, though. Score? Poor to mediocre communication earns a minor foul.

    3. CSRs are your best opportunity to make happy customers, as well as angry ones. The CSR experience has been less than stellar for customers. If one must issue a major foul, it's for that. I am certain the call load is insane, and that the CSRs are overwhelmed. Professionalism is what they show (hopefully) when about half the people who have commented here call and exhibit the same attitude and language they've used in these comments. Even in the face of vitriolic, nasty customers, professional CSRs stick to the line, answer questions, and say thank you and we're sorry. Be patient? Not easy to swallow on it's own.

    4. Score for the commenters here? Mostly major fouls. Your hard-earned money goes where you put it. Netflix has a history of compensating customers for their difficulties (in the company's one other outage). You have the option to vote with your wallet. I have done so before a couple times, and ended up at Netflix over all the others. For what it's worth.

    Final comment: Actually, it *is* rocket science. Or might as well be. Try to remember that before you say it's not.

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  122. Good grief people! Things happen. As a business owner myself, there are some things that are beyond your control and all you can do is work quickly to get it back on track. I received the explaination email, I also received 2 of 3 movies today. They're doing what they can to fix the problem and are crediting your account. Take a deep breath and go find something else to do.

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  123. I am upset about the whole Netflix ordeal, but I'll tell you one thing Blockbuster is NOT better.

    For me...90% of the time Netflix is spot on. 90% of the time I have dealt with Blockbuster they have completely sucked. You want to talk about a company that doesn't care at all about their customers...that would be BB.

    I am definitely not moving to BB, but I do hope that Netflix can fix their problem soon, and that I get some kind of compensation for not getting movies I already paid for.

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  124. tHIS IS THE SECOND TIME IN AS MANY MONTHS, IT'S NOT A GREAT DEAL WHEN YOU SPEND 18 BUCKS AND GET ONE DVD IN TWO WEEKS, WHAT A BUNCH OF CRAP.

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  125. Two comments:

    They're only MOVIES, people. It's an inconvenience, not a disaster.

    I actually received three movies today from my local Netflix office, even though my queue shows "shipping Wednesday" for all three. So check the mailbox.

    Netflix has been sterling relative to most of the other companies I've dealt with, so I'm inclined to cut them some slack.

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  126. I wonder if this has anything to do with the settlement and bumping up people's accounts?

    that's the second to last thing I got from NF. "you'll be getting compensated" and last thing I got was

    "we have received only one of the two discs you had to send in one envelope" I thought that was odd

    but frankly I'm surprised this doesn't happen more often. Once in 5 years isnt a big deal

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  127. I shipped 3 discs back this Monday and on Wednesday my queue said the next 2 discs were shipping Wednesday and they expected to ship the 3rd disc later that day. Today it still shows that the 2 discs are expected to ship Wednesday but the status hasn't been updated to Shipped and my 3rd disc is expected to ship tomorrow. However when I got home today the 2 discs that are showing in my queue as expecting to ship on Wednesday had arrived. So it looks like that the queue status isn't updating when some of the discs are in fact shipping. Hopefully I'm not the only getting discs this week.

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  128. I have been a Netflix customer since January 2005, and this is the first time I have experienced anything close to this kind of delay. I have been very happy with the service, and will patiently wait for whatever needs fixing to be fixed. Besides, I've got several days' worth of viewings in my streaming queue.

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  129. Andy R said, "We’re as frustrated about this as you are".

    I'll bet he is. I worked for Andy at Netflix and it was *his* decision to save money by keeping a single point of failure in the architecture. (They use a single Oracle database in the middle of everything, and Oracle is nortoriously complex to work with. I'm sure the engineers are *very* frustrated.)

    Netflix pays well but they have about 5-10% turnover every qurter in Engineering. By now, its Andy's turn next. No wonder he's worried.

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  130. First of I've worked PR for various online company's before. I've owned my own tech company and managed situations like this.

    Although I'm a blockbuster subscriber I realize the importance of this issue and I think maybe I can give you an insight on the companies prospective.

    Netflix deals with millions of people movies. Each "mailing center " is complex. There quantity of movies is a direct variable of how many people they ship to. This allows for fast and easy distribution. I imagine there pretty much bar coded upon arrival and mechanically placed in a bin (so to speak) and then when an order is placed a new shipping box arrives and is all done I'magine that process done millions of times. Its a complex code probably involving millions if not billions of lines of coding.

    Hackers will try to exploit these codes and a simple bug can mean a collapse like this. (although it is unclear if a hacker had anything to do with this or if this was all a tech problem)

    Net Flix has probably layed off most of its coders after it was programed because they dont need them. The program was designed to run it self. I'm guessing at best 200 employees have access to the physical coding. Secrecy is important and vital to any company. Imagine if I had googles search code and a better shorter domain search.com for instance. I'm guessing this could take as much as 3 days to fix (Although more information would be great)

    I think the company made it clear they will issue refunds so whats the loss a few movies? Seriously guys mistakes happen deal with it.

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  131. I have just gotten off the phone with my lawyer and he assures me this Netflix outage is grounds for a MAJOR class action lawsuit.

    If you are interested in being a part of the historic effort to bring Netflix to justice, mail you testimonial to:

    Shecklesworth and Associates
    1401 16th Street NW
    Washington DC
    20036

    ReplyDelete
  132. I haven't received any personal notification email referred to in Andy's post or in several of the news stories I have now read. The only way I knew something was up was cause I checked my queue to see what shipped on Monday.
    I think problems began on Monday because that's when the DVD I sent was received but nothing was shipped.
    So Netflix says they'll provide a credit or something? I can't resist bringing up the class action settlement that has never been settled.
    Hmmph. My billing month just started 2 days before the outage, so if I cancel now, I'm just out $18. Hmmm, maybe if I refuse payment through my credit card.
    BUT- for now I'll try and be good and wait and see how this plays out. No use getting swept up in the mob mindset.

    ReplyDelete
  133. FIRST GLOBAL WARMING AND NOW NO DVD'S IN THE MAIL! COULD THE TWO BE RELATED? IF I GET HOME AND MY CAT HAS LOST ITS FUR I AM GOING TO LOSE IT, BIG TIME!!!

    This is the first time that I have had a problem with Netflix, better track record than majority of companies I have delt with.

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  134. MY MAIL IS ALWAYS SLOW TO AND FROM MY LOCATION AND THIS HAS ADDED TO THAT TIME! THINGS HAPPEN,NOTHING LASTS FOREVER,EVEN US!
    But thanks for the updates!

    ReplyDelete
  135. The customer rep that I just talked to on the phone was very nice and concerned--couldn't do anything to help tho. Gee wouldn't this be a good time for the instant view to work on a Mac. Then I wouldn't be nearly as grumpy. Going into the weekend possibly without movies to watch. Not happy about that!

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  136. I agree with redtabby up there...

    As a Quality Engineer that deals with the automotive industry, I understand that the end customer can be a very big pain in the rear over a single issue, even after providing extremely good service for a number of years.

    I continue to be impressed by Netflix' normal turnaround, and I choose to be a little patient and supportive of their attempt to get back on track.

    Sure, I was looking forward to some movies to watch over the weekend, but jeez folks, this ain't life and death. Class action? Get over it.

    ReplyDelete
  137. FYI fellow subscribers the status of the x discs you pay for a month may be inaccurate. I am on the 4 disc plan. 3 of my discs are still marked for shipping on wednesday, but I got 2 of those discs today.

    ReplyDelete
  138. The customer rep I just talked to was very nice and concerned. However, she couldn't do anything to help. This would sure be a good time for the Instant Watch feature to work for Macs. Then I wouldn't be nearly as grumpy. Going into the weekend with possibly no movies. Ouch!

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  139. I for one understand the customer service reps losing their patience, as i work in customer service. I see first hand what it feels like to deal with a bunch of stupid, bloated Americans and their demands, and how they fly into a frenzy if they even think they are not getting everything they demand. Really disgusting, and quite frustrating. And sephora, get your lazy ass out of that wheelchair! We all know you are pretending! LOL!!!! Netflix, you are still my favorite dealer!

    ReplyDelete
  140. A class action lawsuit? Give me a break.

    You know who makes money in class action lawsuits? The lawyers.

    You know who pays for it?
    You do, in increased costs.

    Don't be a jackass.

    Waaaaaaah, I don't have my movies! You're pathetic.

    ReplyDelete
  141. First the broken DVD, the scratched DVDs, the delay in processing / delivery, no your infrastructure is falling apart and your communication is, simply "sorry, technology issues." I'm losing confidence in Netflix and the service I am paying for, but not getting.

    There's a Blcokbuster about a block from my house... So, if they can't mail them, I can still go there.

    "Technology issues" - What a crappy way to communicate with your (some soon to be former)customers.

    ReplyDelete
  142. Jason ~ you're being immature. Time to grow up and back away from the keyboard if you are attacking other people for no reason.

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  143. I haven't received any personal e-mails and it has been 5 days since anything has shipped. Very frustrating. Better get some people out there licking stamps if things don't change soon!!!!!

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  144. Okay, I think Netflix needs a cheerleader in their corner. Netflix rocks! There is always going to be problems when it comes to computerized machines. Live with it, customers!

    ReplyDelete
  145. Anonymous said...

    Wow, Sephora0128, of all things to fight for, this is the battle you pick?

    I battle for anything that I pay for and don't get. Lovely that you hide behind the anonymous banner and repeatedly make comments against me. Gosh, can't figure out that all the anonymous attacking me are the same person.

    I don't believe in anyone stealing from anyone and right now, Netflix is ripping me off. They are no better than the scum that stole my car charger today.

    At least I don't hide behind the anonymous option.

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  146. I am a VP of a public company. I am in charge of Customer Service. My heart goes out to your support team as they must be getting severely abused.

    I am 1000% sure you guys are working around the clock. I know what it takes to keep a huge network up and running, it is not a simple thing!

    In the mean time I am loving my Ruko box from your service. Best $100 I have ever spent on a device.

    Again, best of luck. And to the angry, hey slow it down a bit. The folks on the other end are human, and they wear down just like the rest of us.

    ReplyDelete
  147. I haven't recvd any confirmation emails or even a courtesy update to tell me what's going on and when it will be resolved.

    It's unclear why you guys couldn't send one email on the outage???

    -upset netflix user

    ReplyDelete
  148. Isn't it wonderful to live in a world of instant gratification. Just because you don't get your movies for a few days, some of you people act like it's the end of the world. They're not shipping organ transplants, they're shipping movies! Learn to deal with things, people. I love movies too, but damn, learn to get off the couch and go do something else for a day. As for "getting ripped off" during this period? Give me a break. Any company that does the volume that Netflix does is bound to have a time where they go down. It's a fact. Technology isn't infallible. So grow up, find something else to do for a few days, and be happy when you get your movies and your credit. As for Netflix sending out personal emails, I got mine.

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  149. Why can't you just let people know what is going on?? With no explanation, People are going to bail...just read your own blogs. I do understand that there are forces beyond your control that could create a situation such as this, but come on... let your customers know what is going on.
    I just had a Netflix fee withrawn from my account yesterday. Seems that part of your system is working just fine. By leaving us in the dark, sounds like the kind of crap that the government would do if they wanted to cover up something and didn't want you know about it. What are you hiding? Have are accounts been comprimized? Will you be tomorrow's National News? Hope not!

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  150. So far, everyone's queues seem to still be intact with the possible exception of confusions in the top At Home section. It's not likely, but there's a small possibility that the software fix, when it finally comes online, might scramble or entirely delete this database.

    Yesterday I suggested backing up your queue by taking screenshots and pasting them into a document; and then today keep_it_simple_engineer wrote that people might also need their rental histories in addition to their queues, and suggested a print-to-file.

    But perhaps the quickest and easiest way to back up whatever portions of the website you might need as backups is to File Send Page by E-mail to yourself.

    I doubt if this information will get destroyed, but better to be safe than sorry. If people are screaming and hollering now because of delayed shipments, I can just imagine the uproar if their queues get accidentally wiped out.

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  151. 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.

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  152. I LOVE NETFLIX. I've been a member for over 4 years. I'm in Denver. This is the first time there has been a problem with distribution. I got the email Thursday. But I already knew there was a problem. I should have gotten 2 discs on Wed. Wed promised shipping on Thursday (2 days late) and now it says shipping will be Friday. I can live with it. Let them fix it.

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  153. This is more damaging to the Netflix brand than anything else.

    If their email systems suddenly go down this could happen all over again.

    Are people that easy to forget about service interuptions like this?

    Doubtful...

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  154. I have 2 DVDs in my queue that say "Shipping Tuesday" and it's now Thursday night. I also have one that should have gone out yesterday.

    Today is the end of my current billing month, and I had planned to go from the 3 at a time to the 1 at a time unlimited plan for a while, but now I'm afraid to do so, because it could affect what kind of credit or discount I receive when they get things fixed.

    ReplyDelete
  155. Wow, I can't believe someone brought up class action lawsuits. What an idiot. Give them a chance to credit your account before you even *think* about class action lawsuits. Please.

    ReplyDelete
  156. I should also mention that the 2 discs that say "Shipping Tuesday" would have been shipped on Monday (assuming the system was still working then) except they apparently weren't available locally so they were being shipped from a location further away.

    This is a real pet peeve of mine. Why do you automatically wait until the next day to ship from a place farther away? If anything, they should be shipped immediately, to help compensate for the extra delivery time.

    ReplyDelete
  157. No worries, folks.

    Off all the misfortunes that can happen to us, Netflix movies shipping late is way at the bottom in importance.

    If this were a regular occurrence, then we'd have issues, but it's been a rare happening, and such is life.

    Thank goodness for my Roku box (which is working great), though I wouldn't mind a few newer movies among the rather "eclectic" mix we've been getting the past few months.

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  158. After talking to customer service I am more upset than ever. The people in custoer service told me that they do not know what the problem is nor when it will be fixed. This after 3 days of no shipping. This company is either going out of business or doesn't have a clue about how to treat their customers. To not know why or when this problem happened or when it would be fixed shows both a lack of technical expertise and customer care. Maybe they should give away the TV equipment as a good will gesture. I have been a customer for 3 plus years and have seen the service get worse and worse because they don't have enough new movies on file. Out of 38 DVD in my queue all but two are on very long waite to long waite. Very Sad

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  159. Sephora said: "Netflix is ripping me off. they are no better than the scum that stole my car charger today!" LMFAO!! This lady sure is having a bad week!!! I hope Netflix kicks her out and takes her money when they get up and running. People can be so ungrateful.

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  160. esterday I suggested backing up your queue by taking screenshots and pasting them into a document; and then today keep_it_simple_engineer wrote that people might also need their rental histories in addition to their queues, and suggested a print-to-file.

    Thank you and k-i-s-engineer for your advice. I have 431 movies in my queue and I'd be a bit inconvenienced to reenter them all.

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  161. Jeez, folks. YOUR DVDs ARE GOING TO BE A FEW DAYS LATE! It's not like your insulin is late arriving in the mail or something.

    And based on their history in such things Netflix is going to give you a give-back.

    Worry about Iraq or the mortgage crisis.

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  162. Just in the past hour my top queue items have all moved up to 'Processing' status in the At Home box, so that's definitely a hopeful sign.

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  163. All of you angry folks are what I would call "nerd pissed" right now. This is when you are very angry and no doubt abusive to your keyboard over something that is trivial to most reasonable persons.

    Chill. The worst thing that may happen to you is that you may have to read a book. :)

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  164. "Thank God they are not in the hospital business."

    Hmmm... That's just the point, they're not.

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  165. So, Netflix is going out of business? It reminds of the days just before Brezhnev's death, when they kept reassuring everyone that he just had a cold.

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  166. Take two weeks off if you need the time. I am not in any hurry to see my movies. Its not like I dont have a TV.

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  167. I haven't received a personal email either as I believe was stated in the original announcement on the NF website.
    I noticed this morning that has been revised.
    Perhaps this glitch in the system has also affected the email part of their system(?) and they weren't able to send out the emails as originally planned.(?)
    This morning, the announcement now says:

    "To all of you whose shipments have been delayed, we’ll be automatically applying a credit to your next billing statement. Or, if you are new to Netflix and your first shipments have been delayed, we recognize that this is not a good way to begin your Netflix membership and we’ll automatically extend your free trial."

    It sounds like they are trying so we just wait.

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  168. I've been using Netflix for years and every time there has been the slightest problem they have been courteous and taken the responsibility, even if it was not their fault.
    So this is the first time they have experienced a major technical problem. That is what happens in a technological world.
    I'm sure they are doing everything in their power to correct the problem.
    This is only about movies....what if your electricity went out, your water lines burst, your identity was stolen?
    Get your priorities straight...try picking up a book or a game.
    Hey there is also just plain TV. And if you really get desperate..get out your old VCR and rediscover one of your old movies. You are not without options.

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  169. First off, I somehow miraculously received a movie yesterday (Wednesday). I believe it was from my local Lansing, MI location. Regardless, I trust that Netflix is doing everything they can to get things back to normal ASAP. I think people need to just lighten up. When you build an electronic infrastructure as vast and complex as Netflix's is, there are going to be problems on rare occasion, and in those rare instances, it's likely not going to be a simple fix. I'm sure when things are all back to normal, they'll compensate all those who were affected. In the mean time, go outside, read a book, watch some other movies... just stop whining about it... it's not going to help you get your movies any faster. :)

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  170. I think most people need to relax and find something else to do when Netflix has a hiccup. Go rent a popcorn movie from Redbox or Blockbuster if you *have* to watch a movie.

    That being said, I'm really surprised that this kind of thing can happen *at all* to Netflix. I never hear about Fedex or UPS not delivering packages because their technology failed. I'm really surprised there's not a more rigorous testing, maintenance and DR system built to prevent these problems from occurring.

    I'd also like to see a more in-depth description of what exactly went wrong. I'm glad they've said something is wrong, but more detail would be informative.

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  171. thank you for your profesional service. We love saving hundreds of dollars by using Netflix. We also use the instant play option. We have no problem waiting a few days for our movies. May grace and peace be yours in abundance, REALLY GRATEFUL- Jen and Dan Bickel

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  172. you all are crazy. Go take a walk and get some fresh air. It's not going to kill you to wait a few days without a movie. You guys are a bunch of junkies. Yeesh! I have been with Netflix for years and have never had a single issue. I love Netflix and stand behind them 100% Stop whining about how unacceptable things are. Perfection exists nowhere, and things are going to screw up sometimes. Relax people.

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