Sunday, December 7, 2008

Changes in Customer Service

Steve Swasey, VP of Corporate Communications, here to let you know about some changes in Customer Service.

For those of you who watch movies instantly on your PC or Mac, you may have noticed our player is much easier to install and use now with Silverlight. The good news is fewer problems for you. The bad news is that we are now overstaffed with technical specialists in our Customer Service (CS) group.

So last week we announced internally some changes in CS. 50 of our technical specialists will work through December, then be let go in early January after the holidays. 15 of our technical specialists will take new roles in the main CS group.

This action doesn’t affect our main Customer Service group, which has more than 300 people and continues to expand with the growth of our customer base. And it’s not indicative of Netflix as a whole as we continue to add engineers and other positions throughout the company.

It’s sad to let go of good people, but we just don’t have the technical specialist work for them to do in Customer Service because of the improvements in our streaming player.

538 comments:

  1. I must admit that I find the laying off of some of your employees an odd topic of discussion for this blog, and doubly odd considering your previous post was concerning streaming issues.

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  2. I recently came accross your blog and have been reading along. I thought I would leave my first comment. I dont know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often.

    Kate
    http://educationonline-101.com

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  3. What an odd, odd blog post.

    If compliments was what you were fishing for...then yes, the new silverlight player is awesome.

    Although I must say I raise an eyebrow at a company who, after improving itself, lays people off. That's not healthy.

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  4. WELL MERRY FRAKKING CHRISTMAS NETFLIX FAMILY!!!

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  5. Is this suppose to make us feel good at Christmas? Those that helped give us better viewing are soon to be without a job! I find it abusive and deplorable.

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  6. I think it's pretty common for companies to take on tech specialists temporarily and then let them go once the job is done. No need to hold this against Netflix. Should they really continue to employ people that are no longer needed?

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  7. It's always encouraging to hear news about efficiency, but isn't it a little premature to act as though you'll have fewer tech support problems when you've switched over to Silverlight? As a software developer who has worked with Microsoft products in the past, I find that somewhat unlikely.

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  8. I wonder why they are letting these people go but hiring more? If they are good employees why not use them.

    Have to agree with the previous post on putting the cart before the horse. It's a Microsoft product and we all know how very reliable that is.

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  9. Is this why a tremendous number (about 30/70) of my Watch Instantly Queue is disappearing at the end of the year?!

    I want both DVDs and Instant, but half is being taken away from me!

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  10. You may want to keep them to help fix all the issues with streaming on the xbox 360

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  11. So does this mean when I call for help the person is only going to know what they read on "click here for next step" directions?

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  12. I'm stunned you would lay off so quickly. It is a Microsoft Product after all. Previous posts mentioned putting the cart before the horse and I agree. Silverlight is in it's infancy at this point.

    This Post seems mores like an advertisement for Microsoft than informative information to an end user.

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  13. Well no its not because Netflix will no longer really be supporting the player, whereas Microsoft is full up Tech Support Reps that will be more than willing to assist you with all your Silverlight needs. This is the idea and Netflix is trying to transition itself to where it can rely on the Tech Support and help from other prioviders and support lines. Ie Transfering of Calls to Microsoft, Xbox( Still Microsoft different line, ROKU, Samsung, LG, etc.... THis way they wont need to keep any Tech Support at Netflix because they wont truly being doing Tech Support anymore just basic help with issues by as the poster said before following Step by Step instructions but unfortuantely for technical answers and actual real information you will need to go to your ISP or somewhere else because for detailed information you wont be able to contact Netflix for advanced troubleshooting

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  14. No mention of offering retraining or at least inviting them to apply for another position within your company? That seems unfortunate :(

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  15. Merry f***king Xmas, Netflix employees!

    Weird how this was posted almost as a point of pride. Is Netflix now bragging about layoffs? Seriously, this was the sort of news you should have kept to yourselves in hopes that no one found out about it, rather than posting prominently on your blog how you're going to fire your hardworking staff just in time for the holidays. Sad and lame.

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  16. "Seriously, this was the sort of news you should have kept to yourselves in hopes that no one found out about it"

    I tend to agree that the tone of this post was a little inappropriate . . . but I take issue with the statement above. I'm curious to know what world you've been living in where a company can keep layoffs quiet anymore?
    The alternative would have been blog post after blog post from Techcrunch to Engadget and every other blog that tracks the industry about how Netflix is "quietly axing x% of their customer service department".
    There's a *very real* problem happening with the economy right now. It could be that the Silverlight player is working better, or it could be that they're losing subscribers (or anticipating such a loss).
    I'm no economist, but if I lost my job, took a reasonable pay cut or ran into some other financial difficulty, my Netflix subscription would be early on the list of things I cancel.
    I'm guessing their management has a pretty good idea about that reality and is doing what they need to in order to ensure there still is a Netflix in a few years.

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  17. Yes, because any company that is up 30% during an "economic crisis" has need to worry and most definitely should layoff hardworking employees who have paved the way for their "noted" Customer Service department. Without their Tech Support Reps, Netflix's Customer Service would be equally compared to that of a company who outsources. The techs do everything they can to ensure customer satisfaction. This is merely a ploy for Netflix to axe techs that are getting paid generously (as they should) so in turn they can rehire dolts at a much lower rate.

    As far as this being a Silverlight issue, that is obsurd. We all know that Microsoft products cannot be trusted in their infant stages.

    Merry Christmas Steve Swasey and the rest of you who don't have to worry about having money to pay your bills and eat! I hope you all get brand new shiny Mercedes from Santa!

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  18. If you need help with instant watch call someone else because that is what the customer service agent is going to tell you right before they hang up.

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  19. I read in the comments to the previous post that a customer who didn't like the reduction in video quality that came with the new Silverlight system was referred by Netflix CS to the Microsoft help desk...

    Several web sites use Silverlight. All work fine on my computer, but since Netflix has switched my online Netflix movies have been jittery and hard to follow. That's probably a codec problem, or some other problem on the Netflix side of things... and certainly not a Microsoft bug.

    Maybe you should keep some of your employees with knowledge of streaming systems until stuff like that has been sorted out?

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  20. I find it a bit funny that all of the other Anonymous people seem very angry...They also seem to have a few more specific details than were released in the blog post.

    I'm going to go way out on a limb here and guess that many of them are going to be ex-employees very soon.

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  21. I understand the business dynamic, but I agree with those folks that think this was an odd topic for the official blog.

    I hope the men and women being laid off will have luck finding other work quickly.

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  22. That's great you are being straight forward about letting workers go.

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  23. "For those of you who watch movies instantly on your PC or Mac, you may have noticed our player is much easier to install and use now with Silverlight."

    On the contrary, what I have noticed is that Netflix still does not offer streaming to a standard web browser, after pretending to offer streaming movies for all this time.

    I am a huge fan and long-time customer of Netflix, but until they offer streaming movies viewable in a standard web browser without installing pernicious malware like Silverlight, they should stop pretending that they have streaming movies.

    http://www.defectivebydesign.org/day02-netflix

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  24. "As far as this being a Silverlight issue, that is obsurd. We all know that Microsoft products cannot be trusted in their infant stages."

    Most of them can't be trusted at all.

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  25. Oh yeah, I love hearing about layoffs. Great justification by the way...

    I don't expect you to initially read that as sarcasm, considering you seemingly posted this as positive news, so I'll tell you right now that what I just said was indeed sarcasm.

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  26. Kinda disappointed that it took so long to get mac support for netflix. I had an account for almost two years, but I got sick of waiting and canceled.

    Oh, and layoff announcements? Not cool. At one point it may have looked good to the investors, but these days layoffs just show that the company is panicked, out of real ideas, and in decline.

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  27. What a terrible post. I'm interested in your product offerings, enhancements, etc. However, to announce something like this, during this economic climate, is terrible. Do you folks have any tact? I'd be really pissed if I was one of those 50 people. Can we anticipate a blog post each time someone goes over their break, calls out sick, or gets a warning? Learn some professionalism.

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  28. So, how much did Microsoft pay you to make this post? Come to think of it, how much did they pay you to push Silverlight?

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  29. I sure hope you guys didn't jump the gun - Silverlight may be less problems for you, but it's certainly more problems for me. Quality can now only be described as "unwatchable", and please be sure that I'll be spending my precious time with your customer support, and guess what, if I didn't like the outcome, I won't be quiet about it. This is much bigger than $x.99 a month - you can't ignore the fact that people made strategic acquisition decisions based on availability of your service, and that's a lot of money.

    Sending me to Microsoft for support won't do the trick, either. It's Netflix that I have a contract with and pay my money to, and you better be holding your end of the bargain.

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  30. Maybe you could keep them around to encode more movies for instant view. Just sayin'.

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  31. Please have the 50 send me their resumes. loganm@hirevelocity.net. thanks, Logan

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  32. "This action doesn’t affect our main Customer Service group, which has more than 300 people and continues to expand with the growth of our customer base."

    And yet no mention of letting the techs you're laying off transition over to the CS side? I find it rather ironic that you prefer to hire new people, which obviously would have to be trained, then have employees who are already handling CS, on top of tech support, do the job.

    Cudos on boasting about laying off people when it really ins't necessary. Bless those techs and their families.

    PS. Why keep any of the techs at all if you don't need them? I'm sure in a couple of months we will be seeing another post stating that the remaining techs are no longer of use.

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  33. Are you sure it's because you're not having problems or could it be because people are sick of calling support and getting nowhere?

    I'm a MSCE and I couldn't get the streaming to work and when I went through the troubleshooting tips with support that I had already done I got frustrated then finally hung up on them.

    I only have the Netflix subscription to stream to my 360 but honestly the selection isn't that wonderful so unless it expands in the near future I'll cancel my account.

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  34. The Tech Support people will be offered to interview for a CS job but the wage is less an hour from what I heard.
    I just hope the Tech Support group documented their procedures into a knowledge base.

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  35. I find it odd that the VP of corporate communications (of all people) writes a sentence like this, which looks like it was written by a retard:

    "It’s sad to let go of good people, but we just don’t have the technical specialist work for them to do in Customer Service because of the improvements in our streaming player."

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  36. Make it work on LINUX! Hulu.com works just fine. Why not Netflix?

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  37. Maybe you should layoff your PR department? Whomever thought it was a good idea to brag about laying off people when our country is already in such a fragile state is an idiot.

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  38. TO: Displaced NetFlix Employees

    Please feel free to email me at jburckart@addisonsearch.com for IT recruiting services in throughout the East Coast, Midwest and Texas.

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  39. Hilarious. You do realize that by announcing layoffs publicly like a sucker on a blog, investors will read this and sell their stock, right? They're going to be thinking that you know something that everyone else doesn't know, and they're going to sell. You've got one of the few companies actually seeming to do well, and you'd risk that by announcing layoffs unprofessionally on a blog? Not too bright, guy.

    Oh yeah, and Silverlight isn't really what you think it is...it's no panacea that will instantly let you make money. Aside from the fact that most folks find it annoying to have both the Flash AND Silverlight player on their systems (and have to repeatedly update both), there's a lot more that goes into creating an online streaming portal and maintaining it's value and security than deferring all your problems to Microsoft.

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  40. Improvements in streaming? What a crock - the craptastic Silverlight viewer has ruined my viewing experience. I mainly use Netflix for the DVDs, but it's sad that this feature is no longer available in any meaningful way for me.

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  41. will somebody report this asshole for cheating on his recommendations Douchebags name is WiNGz

    http://www.netflix.com/StrangerProfile?prid=629670863&lnkctr=MDP2RL

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  42. So how do I get the new Silverlight viewer? For all you who say SilverLight is too new, get with the time. Silverlight 1.x has been out for over a year an 2.x was release a few months ago. Silverlight does a great job at delivering not only video but also audio and any other media you can think of.

    I cannot wait till the Silverlight Netflix viewer is automatically installed for all cusotmers. I just uninstalled the old viewer, but it did not get the new Silverlight based on. So how do you get it?

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  43. How nice Netflix rewards it's hardworking employees who fix their buggy player with a vacation in the form of a layoff.

    I got an idea, us subscribers could in turn help that hardworking CEO of Netflix who came up with this hairbrained idea get a vacation too by boycotting them until they bring back all those guys. So what do you think?

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  44. Layoffs and adjustments to the workforce are a natural part of the business cycle, and so it's fine in my opinion for you to talk about it. But to position it as "Silverlight is so great we don't even need these tech folks!" is disingenuous at best. Their skills have been rendered obsolete by a new technology, fine. But given my and a lot of customers' terrible experience with Silverlight so far, I'm betting a lot of us will still be waiting for this "so great you'll never need tech support" experience. Can someone please fix the audio?!?!?!

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  45. Could you please put some of them back to work with an online system of support?

    I wanted to report an encoding issue with your Watch Instantly on TiVo, and it was taking over 15 minutes, so I gave up.

    Please bring back some way of sending you information online.

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  46. Ironic that you're firing a bunch of people, meanwhile it's a half-hour wait time to get customer service by phone and there doesn't appear to be a way to get help via e-mail.

    Have you perhaps looked up the word "service" to find out what it means ... because it's pretty obvious that you haven't a clue.

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  47. I would simply like to mention as a Deaf user that it is very frustrating to finally have the instant play feature available (I use a Mac) only to find out that subtitles are not available.

    How is that satisfactory customer service when we know for a fact that it is available on the DVD itself? How difficult is it to include the subtitles or captions?

    I bet you that if you sold this service with no volume, you would get a great deal of flak from your hearing customers. Consider your customers who are Deaf, hard of hearing, and even those who may just be in an environment where they cannot or do not wish to use sound. Make subtitles and/or closed captioning a significant priority.

    Otherwise, be honest and include upfront in your advertising and in the play instantly page that subtitles and captions are not provided. You will disappoint us and those who agree with the importance of having captions and subtitles. After all, if it is already there on the DVD, explain exactly how hard is it to add the subtitles and captioning!!!!

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  48. Layoffs are a sign of failure and I find your brief mention of being "sad to let go of good people" less than compassionate. Have you no human feelings behind that PR mask you must wear!?!

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  49. First let me say I love Netflix. However, I'm surprised that you don't have all new releases on your "New Releases" page. I called and your tech person said that I could search for the new ones that aren't on the New Releases page, but that's beside the point. I don't necessarily know what's out there to search for. Even if I do, I have to go somewhere else first to find out. Blockbuster has a list of all new releases. Why is it such a problem to do the same? Why do I need to search for something that I don't really know what I'm searching for? For example, you never had Hancock up there, (and still don't) in the new releases section. I had to search for it a week after it was released on DVD. Also, you have old videos in the new releases section. I don't get it. Even though this seems counterproductive I love the concept and will continue on with Netflix. Just a suggestion to let us know what really is "new". Thanks.

    Michael

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  50. How about putting some people to work figuring out how to stream on non-intel Macs? I just re-joined on the news from my Mac-user friends that streaming is now available for Macs. Turns out it is not available for my Mac. I assume you'll never offer streaming for my Mac. Thanks.

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  51. Before Silverlight, streaming from PC to the TV was great. Now with Silverlight streaming from PC to the TV is terrible. Tech support was no help. Just said "oh well, that's progress". Anyone know of a good startup video rental company who cares if their product actually works?

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  52. What's the deal with your New Releases section? It finally took a year to realize that you don't list all the popular new releases just many of the same stale ones with a couple added here and there. Big blockbusters like The Dark Knight, for example, aren't even represented. Do you only list movies that pay to be listed in the New Release section? How are we supposed to easily find movies that just came out other than taking the time to weed through thousands of movies by category?

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  53. Please forward this to the person in charge of these matters: movieid70107748 and 70107739 are the same episode. Where is episode "Internal Affairs"?

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  54. i agree with one of the post's. i am trying to contact your CS and on hold for some time. i work in CS and can't sit on hold for however long. i need assistance now!!nfy1227@hotmail.com

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  55. I'm am very unhappy with not being able to email Netflix. I don't want to waste phone time waiting to talk to customer service rep. Sigh!
    I am also very dissapointed that many of the movies I've had "saved", are now "very long wait". They've been under "very long wait" for well over a month.
    Most recently, I received 2 movies that were unwatchable. I only wanted 1 replaced, but the 2nd one was delivered anyway.
    Thank goodness I finally watch old movies on my mac while I wait months and months for new releases to become available.

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  56. Hmmm, and here I am, using firefox on ubuntu linux, STILL unable to stream a damned thing from my ~$20/mo netflix account...Perhaps reassigning these "technical specialists" to a linux project is in order so that they can keep their jobs, and I can stop being screwed by netflix.

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  57. What Customer Service? CBS's Leslie Stahl couldn't find a way to contact Netflix on its Web site, like a simple e-mail address, for a story on "60 Minutes" a few years go, and I still csn't. If I've missed it, let me me know.

    Please respond to this request: You should have GRIFFITH MASTERWORKS 2 by D. W. Griffith, a new boxed set from Kino, as reviewed in the NYTimes, Nov. 17, 2008. Please let me know when you have it.

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  58. Okay. So why is Customer Service link labeled as such? When in fact it is just really a FAQ section. This is line with them using Microsoft software as MS also has no way of contacting CS. And if you do find a way to do so it's like they do not even read what you wrote them as they send you a response email asking you to do things that you have already mentioned you have done in your original email. Anyways Netflix has lost my business I really wanted to use them for my Xbox however when I tried to sign up it kept saying my shipping address is invalid. I have never been told that my mailing address is invalid by anybody else, including Blockbusters mailing program that is just like Netflix. O'well.

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  59. So how do I get Netflix to correct double billing for a gift card? I'm not smart/patient enough to find the secret little click that will let me actually get to customer service to ask that question.

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  60. The silverlight app sucks. I hate it. I just watched a movie and the quality is aweful

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  61. I was unfairly charged $18.39 on my Mastercard the day I cancelled my free subscription with Netflix and it's impossible to find contact information on the Netflix website. The "Help" section answers are generic and entirely unhelpful, and worse - lead absolutely nowhere!

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  62. I can't seem to find a way to notify Netflix of an "instant" problem. The British series, "The way we live now" is missing at least one episode in the download. The jump between 3 and 4 is nonsensical. There is clearly a episode missing.

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  63. I am hard of hearing and cannot enjoy instant watch movies due to "no closed captions available" policy. Why? The current Equal Opportunity Law requires equal access to media for hearing impaired as well as stairways for the physically handicapped. Please try to accomodate the hearing impaired customer.

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  64. Keep the tec people and have them work on providing closed captions for the hearing impaired customer...

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  65. I also think it's a little ridiculous that there's absolutely no way to contact customer support from the Netflix website.

    I started to renew my subscription after a hiatus and was looking forward to streaming video, but found out afterward that since my mac isn't intel-based that I can't even use silverlight. I was a member for all of 3 minutes before canceling my account.

    It's my fault for not researching further, but I'm not thrilled to have spent $17 on nothing.

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  66. I'd like to offer a suggest...as a customer I think it would nice to be able to organize my movie queue alphabetically and by genre

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  67. I love you, Netflix, but this blog was all kinds of wrong. Just once I would like to see a company announce that they are retraining employees they would otherwise let go for new jobs supporting the new technology the company is bragging about offering. Do the right thing!

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  68. Agreed, Silverlight absolutely sucks. What else do we expect from Micro$oft.

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  69. Hey Steve,

    We just sent a DVD back with the wrong DVD in the jacket. I called customer service and they say they can't send us back our "Singles Ward" DVD for your "Into the West". We canceled our subscription. There should be a better solution to this problem that has inevitably occurred with other customers...what do you think?

    Cyndi

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  70. Steve Swasey, you sound like a very bad person and I hope you find youself on the other side of the table. As a new customer, hearing this news just dropped my respect for the subscription. I really liked this service, and reading this just lowered my affection for Netflix.

    Thanks for the news. I am sorry to hear good people had to loose jobs with such disregard.

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  71. Netflix, I think that you should put a special sealer coat on your DVD's. I heard some customers are using their personal computers & are copying the movies they rent onto blank DVD's.

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  72. I found a cool way to pay for all my netflix expenditures.

    Check out http://cashcrate.com/996129

    One of my movie buddies told me about it.

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  73. Hey I have tried that before I though it was a scam but its not it actually works. I got a few checks from it.

    http://cashcrate.com/996129

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  74. I think it is great that you send the next movie in the que when the one in line is not available, That would have been the only suggestion I would have made to improve your product, I,ve been to Blockbuster and will not go back thanks to your custumer friendly attitude.Larry

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  75. I justed noticed the Netflex removed the option that allows the customer to submit their comments and suggestions to the customer service.

    What should I do if I need help and the Q&A doesn't cover it? Instead of calling the customer service (sometimes it has a long wait), why doesn't Netflix keep some of the good employees and let them handle the emails?

    Blog is good in some cases, but most of the customer needs to get their questions answered immediately.

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  76. People always hate to talk about when they are laid off. But as it has become every day's news headline since Yahoo started it with cutting 1500 of its task force last year, now a need of platform has been in demand where people can express their selves in words how they are feeling about their company, whey the got laid off was that justified or not.
    And every thing they want to tell anonymously.And www.layoffgossip.com is providing you that platform.

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  77. People always hate to talk about when they are laid off. But as it has become every day's news headline since Yahoo started it with cutting 1500 of its task force last year, now a need of platform has been in demand where people can express their selves in words how they are feeling about their company, whey the got laid off was that justified or not.
    And every thing they want to tell anonymously.And www.layoffgossip.com is providing you that platform.

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  78. Ugh, I am using a newer MacBook with Firefox and am having to wait who-knows-how-long to buffer a 28 minutes episode of a show. Started at 9:10pm and 37 minutes later it just hit 19%. I confirmed with comcast that it is not a problem on their end. I think you need to keep as many folks around as possible ...
    I have been with you since year 1 - would so hate to be disenchanted after all this time of urging my friends to go Netflix.

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  79. Recently rented "Rowing Through" Tiff Wood must be embarrassed. Not sure if they cast poor rowers who couldn't act, or poor actors who coudn't row. When I said this to colleagues, they said "Non-rowers wouldn't notice". My retort: "Only rowers would rent the movie". Is there any good movie out there about the sport of rowing?

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  80. When will you make other browsers compatible such as Firefox, Opera, and others for viewing instant netflix videos?

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  81. I have a very close friend, who graduated from Harvard. Worked for ML for over 8 years, last year he’s laid off too. OMG, now the banking industry is badly hurt, how long it would take for those financial background like him get back to the job market. Banking jobs are not there as much as before as easily seen on http://www.joboutlets.com and other job sites in the region

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  82. You better bring them back. Silverlight is really bad.

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  83. NETFLIX: why do you remove the posts that criticize silverlight? Let me reiterate. IT DOES NOT WORK CORRECTLY. This on a late model PC. And, please, to other customers, fake and real, don't offer me suggestions or ask if I'm 'doing it right'. I know all the key combos to change bitrate, etc. The old player worked flawlessly; if you want to support other platforms, why is it (literally) at the expense of the simple PC user?

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  84. I agree that Sliverlight SUCKS! I have been watching instant movies for three months. The ONLY thing to change was installing silverlight. Choppy video, poor resolution. And tech support tells me to take it up with Microsoft. My response was I am paying Netflix for this service not Microsoft and Netflix should resolve the issue. The reply? Instant movies are a free service and you're only being charged for DVD rental, take it up with Microsoft. WTF? I really enjoyed the service of the last 3 months but now, movies are unacceptable quality and Netflix has lost my business. Too bad, you had a good thing... once.

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  85. The only solution that works for me is to change the bitrate to 500 regardless of what's available. After a fashion, stuttering stops, image quality improves (not as good as before silverlight) and it is passable.
    ctr-shift-alt-S for manual bitrate change as movie begins. You have to wait a few secs, sometimes. Change it to 500 (I have 7200 connect...) then you can see your streaming rate with ctl-shift-alt-b and watch the rates go as high, on mine anyaway, as 6k. Too bad image quality is still sub-par. Those key combos are similar for Mac and I might have the shift/alt order out of order. I've just gotten used to punching away at that combo to get manual bitrate changed to 500. This is the only approach that's made 'watch instantly' (and, apparently, at the courtesy of Netflix) watchable for this addict.
    How about charging more for streaming that works? I wouldn't feel so indebted.

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  86. I hate that Netflix has taken away any opportunity to comment from the website. I am sick and tired of getting scratched DVDs. I a DVD just a week past its release date on Netflix that is so scratched it skips half of its scenes. What is netflix doing about this?

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  87. Dear Steve Swasey,

    Can you please tell me how I can submit a concern/complaint to Netflix via email?

    M

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  88. Not being able to email is obnoxious. I don't have anything that I need a customer service rep to handle, just a comment about a movie with the wrong dvd in the sleeve (which I then got a notice about, saying "perhaps you returned the wrong movie?" Well duh, I told you the wrong movie was in the sleeve when I got it). How do I tell Netflix about it? Only via phone. No thanks, I'm at work and can't call.

    Thumbs down.

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  89. The most irritating part of this post was the assumption that the new player is working so well that tech support isn't needed. For me netflix movies via Silverlight are unwatchable - they are low quality to begin with and they freeze every five minutes. The issue doesn't seem to be silverlight, since the high definition test clips on Microsoft's site play without freezing and look great.

    ReplyDelete
  90. My husband signed up for dual blockbuster and netflix trials last year. Netflix was the loser when the trials ended- their delivery time was slower than blockbusters; their customer service was horrible (there's no email under their "contact us" tab? Just FAQ answers); they put a 25.00 hold on our credit card for the entire trial period; as opposed to the standard $1.00 charge most companies place on it, and remove within a few days.
    But we recently decided to giuve it another shot, b/c of their instant play feature online. I have to say, while it's a nice perk, I'm still none too impressed with their service. We filled out que up the initial day, but our #1 choice, which comes up then and still now as "Available now"- has yet to be sent, instead they've sent the gamut of all others- despite this movie remaining number 1 in the que, and remaining in the available status. I thin Netflix has some major glitches to work out with their system- and once again, we have NO intention of continuing service. Reading their whol plea for sanctimony over laying off a bunch of employees around christmas made me sick to my stomach- what are you looking for, Netflix? A pat on the shoulder, and an "it's alright"? It's NOT. That you would bring the info to your customers is just an offensive and disrespectful jab at those who lost their jobs; and a pathetic attempt for an image boost on your part. It didn't work. You guys still suck, and I'll be sure to tell anyone else who will listen.

    ReplyDelete
  91. So I called Netflix for technical support with Silverlight and was told they fired all tech support.

    Why? Because I don't need tech support. Oh, if only I had known that before I called.

    Guess Netflix doesn't care if I cancel my subscription because I can't install Silverlight, because opening my registry to silverlight is like driving a truck through my security. I use a company computer and am allowed to watch movies, however I do not have Admin rights. As I suspect many don't. Why would Netflix demand Admin Rights on my computer, then fire all tech support?

    ReplyDelete
  92. I called Netflix and was told to install silverlight. When I did the problems were horrible. It bucks, blinks, freezes, locks the browser up, locks windows up, is blurry, is pixalated.

    So I call and I do get this nice customer service person who honestly has no clue except to tell me what Netflix says should fix it. SO I roll back to IE 7 which tends to be buggy anyway. And I adjust my FF to show it. I was told it would work in Safari, nope. Safari says what in the h**l is that?

    And does this fix my problem? Well lets see Instant with sliverlight is:

    It bucks, blinks, freezes, locks the browser up, locks windows up, is blurry, is pixalated. No bloody change and NOW I find out you have no tech support for a buggy system such as silverlight. I knew it was buggy going in because at least I know computers. However if you expect me to use it, you need to supply support, genus.

    Most of the time I can't praise Netflix high enough and have been satisfied but after two weeks of this, I won't recommend you to anyone any more.

    ReplyDelete
  93. I too was laid off. I never thought it would happen to me after pouring my soul into my company for 3 years. I took it as an opportunity though...to advance my career using the Web.

    ReplyDelete
  94. Silverlight SUCKS. Almost every comment here is talking about the same issues. The issues your current customer service doesn't know how to address. You are leaving your customers to figure out complicated computer glitches when they are paying for a service. Not Microsoft's movie service, Netflix's movie service. When talking to your tech's, they claim most people are thrilled with it, well, you've an awful lot of unhappy people right here on your own blog! Not only is silverlight horrible, your 'customer service' refuses to acknowledge that it's even a problem!

    Oh yeah, and it's pretty awful to brag about laying people off as a way of tooting your own horn. Just morally repugnant. Goodbye Netflix.

    ReplyDelete
  95. For anybody that hates having your screen saver turn on or monitor turn off while watching with the silverlight player, i've made an application that disables the screen saver while it's open. essentially i've just wrapped an internet explorer window with my app. there's nothing much to it, it's just good for browsing netflix, that's where it starts, there's no address bar, back or forward buttons or anything, just log into your netflix account and watch some movies without worrying about the screen saver. if you're daring to try it out, just download it from: http://netflix.timbot.net/publish.htm

    if you have any trouble just email me, tim_catalano @ Hotmail . Com

    ps, if you work for netflix and don't like this, or need to talk with me about it feel free to contact me at the above address B)

    hopefully this is just for a temporary fix, i'm hoping that silverlight 3 will allow for disableing the screen saver and monitor powering down while in full screen.

    btw, also check out http://swsdev.com/
    if i don't get any resistance from netflix i'll probably start hosting this app there soon.

    ReplyDelete
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