Sunday, December 28, 2008

New DVD shipping process

Netflix recently changed the DVD shipping process when your first choice movie is not available at the shipping center nearest you.

Now, if your first choice is not available in your local shipping center, we immediately send the next locally available movie in your Queue. And whenever possible, we also send your first choice from another of our 55 shipping centers throughout the U.S. When this happens, you end up with a complimentary extra DVD rental.

Previously, if the movie you wanted was not in stock locally, we would simply try to send it from another shipping center. Since this DVD was typically delivered from farther away, it took longer to arrive and you could end up without a DVD for a few days. This was especially inconvenient for our members on 1-disc plans.

We want you to receive DVDs as quickly as possible, so we’re taking extra steps to ensure you have another movie to enjoy if your first choice will be delayed.

This change took effect Dec 11, 2008 and applies to all Netflix members.

404 comments:

  1. Does complimentary mean an additional movie that doesn't count towards my monthly allotment? I'm on the 2/month plan, and wouldn't necessarily want to receive a movie that wasn't at the top of my list if # 1 wasn't available.

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  2. That is correct - the complimentary DVD does not count toward your disc plan allotment. If you are on a 2-disc plan, this new process temporarily provides you with 3 discs.

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  3. It would appear you guys took my suggestion to heart!

    http://www.kyle-brady.com/2008/09/25/come-again-netflix/

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  4. I love you so much Netflix.

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  5. It is reasons like this that I put Netflix as a poster child of a good company. First giving us instant watch with no extra cost and now this. I hope you never give me a reason to change my mind.

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  6. I cannot find any way to send feedback to Netflix, so I will do it here.
    For the past month or two shipping delays became unreasonable, and to add insult to injury, Netflix started charging additional money for Blu-ray disk, while service quality went down. You are trying really hard to piss of your customers. Way to go

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  7. Maybe it's just me, but shipping speeds have been great. I was shocked because of the holidays, but it's true - I send back a movie today, they get it tomorrow (or the next day at the latest), and I get my next disc the day after that.

    Also, as mentioned in a previous post, I totally agree with the decision to charge more for Blu-Ray. More money = more discs = better availability.

    You just can't please some people.

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  8. I don't like this at all. This explains why I got the second disc of a TV series when the first disc was at the top of my queue (attempted this twice). I don't want to watch the second disc of a series before I watch the first, that makes no sense. I'd rather have slow shipping than a completely meaningless queue order.

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  9. It seems they need to fix that for tv shows. That seems more like an oversight since that would not normally happen before.

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  10. Impressive service, thank you very much!

    I am also experimenting with Blockbuster to see how they compare; so far very poorly. They are very slow to ship and their web site is confusing and hard to navigate (although it may be that I am now use to Netflix.com).

    They do have 1 good feature whose purpose seems to ensure a series of disks does not arrive out of order. Netflix should add such a feature to control shipping order.

    I suspect my experimentation with Blockbuster will be short lived; that's their loss, not mine.

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  11. Very nice! I think this is a great idea and a very nice bonus for your customers. I also agree with the comments about series DVD's, they should arrive in order no matter what.

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  12. This is great except for T.V. shows out of order which wasn't a problem before=. I hope this works out well.

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  13. That's fantastic!! Netflix is #1!!!

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  14. It's still fine for TV series. You will still get the disc at the top of your queue as soon as they can get it to you. You will get a later disc before the one on top of your queue, but you will now have that disc ready right after you watch the one at the top of your queue.

    In review: the movie at the top of your queue will get there as soon as it can, but you will get the next disc sooner. Not a bad thing.

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  15. Great change! I don't usually comment on blog posts, but felt I should express my gratitude here. Thank you much for this change. I had a few instances of movies being shipped across the country, much to my chagrin. In nearly all those cases, I would have preferred the #2 or lower movie from my queue than the extra 3-4 days wait. This is an especially welcome change, and though I hope I never have to wait for a cross-country shipment, I sincerely appreciate the forethought of a bonus disc.

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  16. @Chad,

    go to http://www.hackingnetflix.com/ and read about Blu-ray disk waiting time people experience. It's not just me - lots of people are waiting for more than 2 weeks to get Blu-ray releases. So, again, why am I paying *more* for Blu-rays but have to wait much longer than several months ago?

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  17. This is a great idea - thanks Netflix!!

    Now if only you could stock up on more of the new big budget Blu-ray titles, then things would be perfect!

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  18. Netflix continues to surprise me. If only every company was run with this much concern for customer satsifaction.
    Thanks.

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  19. I hardly every have to wait for a Blu Ray movie. I love Netflix and have been a member since December 1999.

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  20. It's sad, in this day and age, that when a company posts a huge negative, there are hundreds upon hundreds of comments about how horrible they are, but when they post a huge positive, there are only 20 in the same time frame.
    This is the reason why I feel I will always use netflix. I've received nothing but the best service.
    Thank you for this new service.

    William Millender

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  21. I really wish there was something right at the beginning of the netflix site that indicated that it was only a service available in the states. I wasted alot of time reading through alot of leagal jargon before signing up for a free trial only to find out that I cannot get this service in Canada. Seriously put an indicator that this is a United States only service so you do not waste non-US citizens time.
    Thank you,

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  22. Coolest change you guys have ever done!

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  23. I've never had cause to complain about shipping speed, but then I live in New England and am spoiled. Why not make this optional, to prevent cases of people getting series out of order?

    Still, it's a thoughtful change, and I applaud the thinking behind it. Now if only Netflix would stop using pop-under ads...

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  24. Why not make this optional, to prevent cases of people getting series out of order?

    You're not understanding how it works. Let's say your queue looks like this:

    1) Something (disc 2)
    2) Something (disc 3)
    3) Something (disc 4)

    You've got "Something (disc 1)" at home right now, and it's also time for them to send you another disc. Oh, but wait - "Something (disc 2)" is going to come from Cowlick, Alaska, and it's going to take a week to get to you. You're going to get it though, they're still shipping it out to you today... but at the same time, they're also going to ship "Something (disc 3)" to make up for the wait.

    You won't get a whole lot of benefit with TV series, but it's very nice for those of us who just watch single-disc movies.

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  25. "You've got "Something (disc 1)" at home right now, and it's also time for them to send you another disc. Oh, but wait - "Something (disc 2)" is going to come from Cowlick, Alaska, and it's going to take a week to get to you. You're going to get it though, they're still shipping it out to you today... but at the same time, they're also going to ship "Something (disc 3)" to make up for the wait."

    So disc 3 in this situation is extra. Which means that under the old system it would not have been shipped to you at all at this time. I doubt that most people always have multiple disk sets in their queue and that those who do, this probably rarely happens. I have seen only one instance where two discs from a multi set came from two locations.

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  26. I'm not sure I like this. At least make it optional. Here is my situation....

    I have 19 discs of Farscape sitting in my queue, season 2 and 3 (all Available Now). Disc 1 of season 2 was just returned. Today I see that they are shipping me the disc from position #20 in my queue, which is disc 1 from another TV series. I see no indication that they are shipping a "complimentary" disc, nor do I want to start watching another series yet. So what do I do? Sit on this disc until I am done with Farscape? I want the discs for the series I am currently watching, even if they will take an extra day to arrive.

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  27. sage_patrynxx@cfu.netDecember 29, 2008 at 9:46 AM

    Haven't had this yet. However I'm a bit more irritated at the Blu Ray price. There wasn't such a price hike for blu rays at the dreaded blockbuster and it's still not enough to get me back there. But There's 2 movies that say available. 1's a dvd and the 2nd is a blu ray and yet neither were picked except ones way down the list. Quit saying an item is available when it isn't. I had 1993's Secret Garden at top spot and Beowulf in Blu ray and both say available.

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  28. Not a great start! I have a trial membership, the instant viewer won't work,(I've done everything your "instant help site" recommends), it's just a black screen. Wait time is 12 minutes on the help line. I don't have 12 minutes to wait for someone to tell me to do what I've already done. I assume the trial is to convince me that this is worth my time and money? So far I am unimpressed.

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  29. This is a great addition -- thanks! Free extra movies at home to make up for shipping problems... This is why I've stuck with Netflix since 2001.

    It seems that the best solution to the series problem is to make the local shipment be smart enough to not ship any discs from the same tv series as the one being shipped slowly, so you have something else to watch in the meantime. It won't help the guy who posted about Farscape but will be better for the average customer.

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  30. problem is, the queue lists my first choice as available "now" and yet my 3rd and 4th choices are shipped to me. I guess that's OK but am I to believe my 1st, 2nd and 3rd WILL be coming next?

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  31. I think this will work out nicely, although it may mean moving around movies. My husband and I like different movies. We have a 4 movie at a time plan. He likes animes, and there are often delays for his, since I suspect there are usually fewer copies. I'll need to keep an eye on the queue, so he has movies in the 2nd slot, just in case there is a delay. This happened this week, and I have all the slots. If only I could convince my hubby that foreign (non-anime) movies were great.

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  32. I am not sure this will automagically work well for series. Though they now work and I rarely get a series disk out of order, do make sure everyone working on the shipping algorithms remembers this and it doesn't try to clever-skip in this manner.

    I'd rather that it went past the entire series to the next non-series if it couldn't ship a series disk, than have a series disk out of order, even temporarily.

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  33. Not quite sure how this will work for a movie that is ONLY available from a different location. If you rent a movie netflix doesn't have many copies of (I often seem to), how exactly do you get it? If Netflix always skips this movie, how will I ever get my copy?? hmmm

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  35. Not quite sure how this will work for a movie that is ONLY available from a different location. If you rent a movie netflix doesn't have many copies of (I often seem to), how exactly do you get it?

    You're not understanding how it works. Let's say your queue looks like this:

    1) Something Else
    2) Something Else Entirely

    You've got "Something" at home right now, and it's also time for them to send you another disc. Oh, but wait - "Something Else" is going to come from Cowlick, Alaska, and it's going to take a week to get to you. You're going to get it though, they're still shipping it out to you today... but at the same time, they're also going to ship "Something Else Entirely" to make up for the wait.

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  36. Well done, NetFlix! Thanks for the new feature. That'll make my day when my well-planned weekend movies ship from afar.

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  37. Count me among those who are celebrating a generous new policy. Way to go, Netflix!

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  38. Thanks Netflix! I'm a huge fan (and a stockholder) and this new feature sounds great. PS - I love using my Roku with your "Watch Instantly" items. What a cool tool to get more from my Netflix subscription.

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  39. Nice feature Netflix!
    Now since you are charging us $1 more a month for Blu Ray can you please order more discs for your warehouses?

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  40. I left Netflix years ago because I couldn't get new release movies at all after the first six months. Been angry with them the whole time.

    I might give them another try now.

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  41. It would be nice to opt out of this, especially if you have a multi-disc plan. I have a lot of sequential series in my queue, but now I'm getting discs 20 deep and starting new (multi-disc) series. I think their method is a little erratic for my taste. I order my queue for a specific reason. If I get something out of order, I have to wait for the arrival of the previous disc (or two). Now, with the change, I'm getting a random selection out of my overall queue of 80+ discs.

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  42. I put my movies in a specific order so that they ship in a specific order. Shipping movies out of order defeats the purpose. Especially since most of my DVDs are TV shows.

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  43. Greatest Companies in the U.S.A.

    Amazon and Netlix

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  44. Netflix could put up a blog post tomorrow saying that they're sending $1,000 checks to each and every last customer, and there would be people complaining about it not being $2,000.

    I've griped about things on here before so I can't say that I'm completely innocent, but c'mon... how is this a hard choice to make?

    1) Getting my #1 movie, but due to a delay, it's going to get here a little slower.

    or

    2) Getting my #1 movie, but due to a delay, it's going to get here a little slower... and I'm going to get a bonus disc to compensate me for my wait.

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  45. I should have said, to prevent people *watching* series out of order. I don't pay a lot of attention to the disc numbers when they come in, and I could easily see myself watching, say, disc 5 before disc 4 of a series and getting very confused. (This already happened to me when I accidentally put the series into the queue out of order) But now I know to watch for that, so it's probably not a big deal.

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  46. I waited 25 days for my dvd - And then another 30 days for the replacement. My bill arrived in a couple days. I will never use netflix again.

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  47. Nice, it's about time. This is one of the reasons I left Netflix before. It was happening to me frequently and I had no control over it.

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  48. I applaud Netflix for finally doing this. I've asked for this option for a few years now. Hooray!
    However, I also had a weird blip, where they skipped over the entire series (even tho the next one said available) and sent me a movie instead--one at the #7 position. Huh?

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  49. The NEW shipping process (send NEXT available if #1 is not)does not work and appears to be a cover-up. I have about 10-12 in the que at all times and now 7 out of 10 are "long/VERY long wait" and #1 WAS showing ready the day before. The NEW next avail shipping method sends you SOMETHING cause they don't have adequate stock for demand. McDonalds kiosk has better availability of new stuff! Might be time to dump NoTFLIX

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  50. Wow, what a love fest for Netflix. I'm still sitting with three empty slots waiting for them to send me something. I have seen no benefit from this new policy. I'm still waiting on Tropic Thunder for heaven's sake.

    No love here.

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  51. Very cool! If this works as promised/expected, I'll be very impressed indeed.

    Thanks!

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  52. Does this also apply to those of us who are on the one disc at a time plan? I find it hard to believe I'd be granted an extra disc.

    Obviously that would be nice, but I just assumed this deal wasn't for me.

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  53. This is horrible. First of all, I wasn't informed, I just found out by means of Google search today. Secondly, why punish customers who are on higher-paying plans? You're THIS close to losing my business permanently and I've been a loyal customer since 2005. And last of all, since it's impossible to reach you, I have had to speak to two very snippy customer service personnel who wouldn't understand why I would be dismayed. I even suggested emptying my queue and leaving the top 2 or 3 movies I wanted in there to see what would happen. One agent then quipped "oh you probably STILL wouldn't get the movies you wanted unless they were at a distribution center close to you". REALLY. Thanks.

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  54. Or better yet why don't give customers the option of picking 1. to get movies in order no matter what and 2. to get movies as soon as possible. that shouldn't be hard to do.

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  55. Seems like in the last couple of months it is taking longer to receive discs. What used to be an automatic 3 day turn is now consistantly taking 4 to 5. Makes me start to think that Netflix only wants its customers to view only so many movies per month.

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  56. Does this also apply to those of us who are on the one disc at a time plan?

    From the post: "This was especially inconvenient for our members on 1-disc plans." So, I would assume so.

    Secondly, why punish customers who are on higher-paying plans? [...]

    Or better yet why don't give customers the option of picking 1. to get movies in order no matter what and 2. to get movies as soon as possible.

    You're not understanding how it works. Let's say your queue looks like this:

    1) Something (disc 2)
    2) Something (disc 3)
    3) Something (disc 4)

    You've got "Something (disc 1)" at home right now, and it's also time for them to send you another disc. Oh, but wait - "Something (disc 2)" is going to come from Cowlick, Alaska, and it's going to take a week to get to you. You're going to get it though, they're still shipping it out to you today... but at the same time, they're also going to ship "Something (disc 3)" to make up for the wait.

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  57. I must say an improvement in shipping would be much appreciated. I sent back a movie Dec 24th, the replacement is still NOT here on Dec 30th, AND for whatever reason there ws no way to report it as missing. Best I can tell Netflix was closed Dec 25th through Dec 28th and you were prevented from reporting missing disc? We should have 3 discs in hand, not 1.

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  58. I was wondering what was going on. I found myself going to Blockbuster twice in the past couple of weeks as I received movies that were not the first ones in my queue. As a result, I took the movies out of the line and rented from a movie rental store instead.

    The new policy does not seem like a good one to me. It may have been coincidental that I stopped getting the first choice of a film as the Panama City, FL shipping facility may be smaller and have a smaller selection. For the past few years, that has not been a problem.

    In short, the policy is making the Netflix subscription less useful as I have already spent more in video rentals in the past two weeks that I do in a year.

    Please change back to the old policy--it was much more customer oriented!

    atthebeach

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  59. I think this is a great idea, but it didn't work that way for me in the past couple of wks. I was watching a series of Hitchcock TV discs on a 1-disc-at-a-time plan. The last one in the series was due & instead of that I got my #2 choice, GOOD NIGHT & GOOD LUCK. I watched the Clooney movie, sent it back & now my queue says the final Hitchcock TV disc is on its way. So I did not get my 1st choice sent until I returned my 2nd choice, just like usual. Why didn't I get both, a few days apart, like you promised in this blog?

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  60. NETFLIx Sucks. First is said it would send a movie Saturday, then it said Monday, then it said Tuesday now I have 3 to send on Wednesday. This company has gone down fast. I will be canceling my subscription and I am a long term customer. This is Bull Crap.

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  61. NETFLIx Sucks. First is said it would send a movie Saturday, then it said Monday, then it said Tuesday now I have 3 to send on Wednesday. This company has gone down fast. I will be canceling my subscription and I am a long term customer. This is Bull Crap.

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  62. NETFLIx Sucks. First is said it would send a movie Saturday, then it said Monday, then it said Tuesday now I have 3 to send on Wednesday. This company has gone down fast. I will be canceling my subscription and I am a long term customer. This is Bull Crap.

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  63. NETFLIx Sucks. First is said it would send a movie Saturday, then it said Monday, then it said Tuesday now I have 3 to send on Wednesday. This company has gone down fast. I will be canceling my subscription and I am a long term customer. This is Bull Crap.

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  64. Giving a bonus disk when shipping from afar is great. (I still can't see why the computers at the different centers don't just talk to each other so you can eliminate the extra day delay when shipping from afar, but whatever.) The best part is that what you have described, despite the lack of reading comprehension on the part of the posters here, STILL sends the top entry on my queue if it is available anywhere. This way my queue ordering is not broken; I simply get a bonus disk from the #2 slot of my queue.

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  65. Does the change of the system also causes the 'Next available DVD will be shipped tomorrow' for three days now ???

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  66. Wow, I think this is fantastic - very, very appreciative Netflix!

    There seem to be a lot of people confused about how this works, so I'll see if I can't clear this up for folks complaining about their TV series being out of order (a completely valid complaint).

    Say you have a 2-disc plan, and you have these discs:
    - Movie 1
    - TV Disc 1

    You return TV Disc 1 with 2 and 3 next in your queue. Unfortunately, 2 isn't available at your local distribution center. Let's say you won't get it until Saturday. In the meantime, you'll get Disc 3. Here's where people seem to get confused... no, having Disc 3 sooner doesn't help you (yet), BUT you'll STILL receive Disc 2 on Saturday. So come Saturday, on your 2-disc plan, you now have:

    - Movie 1
    - TV Disc 2
    - TV Disc 3

    3 discs out, temporarily, on your 2-disc plan.

    So you're not being penalized. And say you wrap up Disc 2 on Sunday afternoon, now instead of having to wait until Wednesday or Thursday to start watching Disc 3, you can watch it NOW, on Sunday, without hesitation.

    Assuming this works as planned (someone above mentioned that wasn't their experience) in the long run you're better off. You're certainly not any worse off, unless holding onto Disc 3 for a few extra days is somehow a completely unwieldy burden on you. Obviously, the ideal solution would be never to have to wait, but given that it's just not financially feasible to ever solve that 100% (improve, sure, but not eliminate) I think this is a great effort on Netflix's part to try to improve their customers' experience.

    Thanks!!

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  67. Planet Janet Bubbles UniverseDecember 31, 2008 at 1:12 AM

    Finally, somewhere to leave a comment after searching this site for an hour. All I want to know is how come you all don't have more new movies. I have two choices, spend my money at nexflix or at the store on down the street. If ya all don't get more new movies, it's down the street for me. I am tired of waiting for months for a movies I can pick up down the street for a buck. However ya'll have some great old stuff that the corner doesn't have. Maybe I will just change my service for less movies at a time. Maybe, hopefully somebody who works there will see this and make some imporvements. I don't really care about all the other stuff. Janet

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  68. Chad -- I understand what you mean with the complimentary DVD from Cowlick etc. However, that is NOT being reflected on MY account. It's not happening. I'm still getting the amount of DVDs I signed up for in a jumbled messed up order with no "compensatory dvd" and like the person who had to run to blockbuster, I'm going to best buy today to buy something I really need to see this weekend (a very popular classic). It was supposed to be a New Year's surprise for the family but noooo.....So I do want the option to choose the new shipping service (it works for some, they like it) or decline it.

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  69. I had a good experience with this thusfar. I returned a movie on Tuesday and it skipped over the series I had at the top and gave me the new movie shipping on Tuesday. That evening I saw the series in question listed as Shipping Wednesday. Another movie of mine arrived on Wednesday and I still generated another disc to be sent out Wednesday. The second disc of the series may beat the first disc, but I will still have them both available at one time without another 2-day turnaround.

    A few more comments:
    I must say an improvement in shipping would be much appreciated. I sent back a movie Dec 24th, the replacement is still NOT here on Dec 30th, AND for whatever reason there ws no way to report it as missing. Best I can tell Netflix was closed Dec 25th through Dec 28th and you were prevented from reporting missing disc? We should have 3 discs in hand, not 1.

    I shipped two movies back on the 24th, they were received on the 26th, and I got them in the mail on the 27th. Sorry to hear about your problems though. Others have posted here with similar problems, but I have never had a shipping problem from Netflix aside from that one big weeklong problem that affected everyone.

    Why didn't I get both, a few days apart, like you promised in this blog?

    A few days ago, I had the same series I mentioned above get skipped over entirely as far as I can tell. I think the important thing is to note where the first post says "if it is available". Just because the site says "Available Now" does not mean it is actually available (the system takes some time to update it seems as I have gotten Long Waits immediately and had Nows skipped). So you do not get an extra disc if the first disc is completely unavailable.

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  70. Today I am going to call them, since there is no way to email them or to report shipping problems. I do not know what the problems are: but someing is not right. We could not get movies over Thanksgiving, and now Christmas to New Years. It has now been 8 days with only 1 movie and we should have three. I honestly think our postman is taking our movies home to watch them for a day or two before he sends them back. Problem is, we only have one movie to watch tomorrow, and it's been that way for over a week now! Zohan has been on very long wait forever? and the next 4 that were available have gone to "long waits" - - - Houston We Have A Big Problem!

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  71. Since there's nowhere to submit this via email, I would like the issue of non-improved wait times for Blu-Ray to be addressed. We were told the wait times would improve after the price increase, which was obviously a lie. I'm dissatisfied with Netflix because of this. Why not just be up front about the issue and tell the truth? The top 10 films in my queue are Blu-Ray, of which only 3 have 'short wait'. The rest are 'long wait' and 'very long wait'. All of these are new releases, and since I'm a heavy user, I'm positive I'm being throttled. The throttling policy is BS in my opinion, because why jilt your heaviest users?

    New releases go immediately to 'very long wait' on Blu-Ray, which was supposed to change after the price raise. It hasn't, and I'm now considering dropping the service altogether.

    Also, why make it next to impossible to find a way to email customer service? The phone-only thing is archaic, not tech-forward.

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  72. I have a major grouse w/you Netflex! My debit acct was trifled w/by an outsider, corrected and back in service acct. I pay debit card. Why the hell did it take you almost 5 days after the bank made changes to my acct for you to notify me something was wrong>>>?
    My other accts where I pay debit card had no problems is speedily notify me and had it corrected. You owe me 5 movies which were, and should have been, received!!!!

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  73. All I know is I have empty slots in my queue and they are not being filled. It just keep changing from "ship today" to ship Monday, ship Tuesday, you get the picture! I'm not getting ANY DVD's at all UNLESS I call c/s and they appease me with a "favor". I have the "3 at at time" plan and I am lucky -since the change in policy- to get 1 a week. They give me NO indication if a DVD is available locally or not. I guess I have to figure it out when a week goes by and it doesn't ship? Sadly I have removed DVD's because I am tired of waiting. I have been a memeber a long time, maybe too long? I am no longer their #1 concern I guess. But you know what they say about a dissatisfied customer? I am going to look into Blockbuster's set-up as they have the option of going to the local store. If anything I will probably cut back on my Netflix plan and just use it to get the harder to find DVD's. Unless of course they "work out the kinks" to quote a c/s person. -Unhappy in CT

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  74. Hey all you whiners if you look on your Queue to the right of your movies that has been shipped you can report any shipping problems by clicking Report Problem.
    And who want's to watch Zohan or Tropic Thunder any way??

    A concerned and loyal Netflix customer

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  75. I have yet to see this happen. Ironically they always ship movies from another location at the end of my billing cycle, so we'll see if it happens on accounts they marked as "throttlers".

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  76. Please go back to the way it was... I know this is not all that changed. Netflix must have also cutback on the number of DVD's available. I used to love Netflix and sang its praises everywhere... now I am very dissappointed... 4 weeks in a row in receiving my #7 and #8 choice! Come on!

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  77. That seems good in theory but I have been a customer for over 5 years and I love Netflix but as time goes on and Netflix becomes even more popular the more the movies are on a wait list. Used to be even I only had to wait maybe 4 days. Now I have over 15 movies on a wait list. Seems like Netflix ought to add more movies to their rotation especially the new releases. I haven't seen an impact of this new shipping process on my end. My list is still on hold.... Overall Netflix is awesome but I would love to see the wait lists become shorter.

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  78. Something definitely needs to be done about the availability of blu-ray dvd's. If you do not get them when they first come out you end up waiting forever. With more and more people now making the commitment to blu-ray netflix needs to step up and also make that commitment. Please!!!!!!

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  79. Don't like the new way, Netflix. I have no status indicating my first choice shipped, either.

    Please make it an account preference...I want it back to the way it was.

    Love, a formerly happy Netflix customer.

    ReplyDelete
  80. Netflix, since there's no feedback feature on your site let me say this here- you guys rock! I You guys are the model for how a good company operates and I wish you continued success..

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  81. why netflix deleted the request a dvd feauture?

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  82. i love netflix, but my kids would like to see the movie double dragon starring robert patrick and marc dacasos, can u get it? plz n ty

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  83. I guess you guys have a customer for life. Have never had a reasonable problem with Netflix in three years. Every problem ever encountered has been swiftly and competently resolved, and here you guys are now pro-actively improving an issue that wasn't really an annoying problem, but had come up a couple of times in the past. This is a business model that really works: satisfy your customer!

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  84. This is RIDICULOUS. I've been trying for 40 minutes to find some place on the Netflix website to send an email. I rarely receive my #1 choice even though I'm on a 1-disc plan. This is aggravating to begin with and then I ended up having to do this blog thing. I just don't want to sit on the phone with some customer rep!

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  85. I remember when Netflix only offered support through email... there was always hordes of "rabble rabblers" who were constantly saying something to the affect of:

    "This is RIDICULOUS. I've been trying for 40 minutes to find some place on the Netflix website to get a phone number. This is aggravating to begin with and then I ended up having to do this blog thing. I just don't want to get a form letter in reply, I want to talk to a real person!"

    My, some things change, and others always stay the same.

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  86. Yes, Chad. Now those people are happy, and everyone who is too busy to wait around on the phone, for whom email has been a general godsend, are mad.

    Everyone else seems to have multiple methods of communication. And Netflix does have email contact hidden away. Not sure why they insist on hiding it now, though. Odd to me.

    (I spent years working UX for the customer support website and other related functions for a Fortune 50 telecom; I am not totally talking out of my a** regarding customer care contact methods).

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  87. I'll throw in that I do not like this new change. Gamefly has been doing this (without the 'extra disc complimentary') for a long time and I absolutely despise it.

    There's a reason I have an order to my discs. I don't want #4 or #8 or #10 in my queue to come before #1. I'd rather they wait a /reasonable time/ before you just up and send me a movie I really don't want yet.

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  88. I have used Netflix for several years and have been very impressed. This additional service enhancement is very appreciated and reminds me of why I dropped my prior Blockbuster service.

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  89. my boyfriend and I are thinking of dumping cable tv and just having Netflix. Any feedback?

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  90. Since there is no way I can find to email complaints, does anyone else have problems with getting unplayable dvds or worse yet, discs that play half the movie, won't play 3 or 4 scenes or even better yet the last 3 or 4 scenes? This has happened to us with increasing regularity. The last two as a matter of fact. It is very frustrating and seems to be getting worse!

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  91. Well the new shipping clearly does not work, since we have not recieved a single movie back since Dec 24th until today Jan 2nd. That is simply too long, not to have any movies to watch when paying $18 per month.

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  92. "Whenever possible" apparently means NEVER! The top five in my que have wait times but all were skipped without shipping from a non-local shipping center.

    Hey netflix, how about you invest in some bluray discs with those surcharge dollars rather than inventing elborate gimmicks which arent every carried out???!?!?!?!

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  93. This doesn't improve my service. I have the 2nd part of a 2 parter sitting here because it came from the local center. I can't watch it till the first part arrives next week, so how it that helping me get an extra DVD? Actually I get fewer DVDs per month that way due to waiting around. If you were smart, you would've THOUGHT about it and sent me #3 on my queue, which is a movie that stands alone and is not part of a series. Now THAT would be actual customer service.

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  94. I'm a big Netflix fan. Couldn't live without it. BUT this plan of yours only works well if each movie in your queue is independent of all the others. Getting a tv series out of order wastes time and you get less DVDs that month, not more

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  95. Too late for me. I had the 2 at a time plan, but quit after going 10 days with 0 movies out. If they'd shipped just one I would have stayed.

    Of course customer service wouldn't help, can't change throttling priority, can't give any credits, etc. Thanks for suggesting watching movies that nobody else wants to see.

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  96. I was wondering why for over the past 2 weeks Netflix was skipping over 20 discs marked as "available now" in my queue and sending me an extra dvd on top of that. I didn't know what was going on until I saw the recent post on the shipping policy change. I was okay with waiting to receive discs, since I thought that the kind of movies stocked at a local shipping center would probably vary by what was most popular in a particular state. Even though the policy states that they will send the higher priority discs from another center if they are available, that is not happening. If it isn't available locally, it isn't sent at all. Even the extra disc is something that is locally available from further down my list. I hope that this is only a technical issue that will be straightened out soon. Other than this recent issue I have always been satisfied with Netflix, even when it took 3-5 days to get a movie, as long as I got what I wanted.

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  97. Great idea! I called and wrote about this problem in the past and now you have acted upon it. Good for you, taking client comments seriously .

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  98. Has anyone experienced very slow turn around times over the holidays? Picked up on Wednesday and still not received in system as of Sunday. This happened Christmas week and New Years. I understand Thursday was a holiday both weeks but usually my returns are in the system within a day or two so I would expect Friday or Saturday to be received back in the system and my new discs to go out a day later. With the holiday and Sunday it will take a week from return to receive.

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  99. Netflix does it again... great move. Here's another idea, purchase some more blu-ray movies. All in my queue are on delay. :(

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  100. While in theory, the extra disk to compensate for local unavailability is great, in practice it is not. The reason is that the movies that are at the top of my queue are there mostly because they are "hot" new releases that, as a result, slip into the "Very Long Wait" category, meaning either you wait for an extended period of time or purchase the movie somewhere else, which defeats one of the main purposes of subscribing in the first place.

    I was planning to give Netflix gifts to family members as birthday presents this year because they would no longer have to buy new releases without having viewed them first. I now have to rethink this plan.

    However, Netflix remains Number 1 for catching classics.

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  101. This really really sucks. The disk in my number one position has been sitting at 1 for three movie cycles, my #2 just got skipped over today and to top it off my TV series cycle, I have disc 4 of season one of one of west wing at # 1 with the rest of the 9 seasons behind that and today you are shipping the first disc of the next series i have in queue. Totally not cool at all.

    What happens if they are not available at all at my local hub? They sit in my queue forever at #1 with the available now teasing me? I would rather they sit in my availability unknown. That is a lot less disappointing than to have several movies available now at the top being skipped over cycle after cycle after cycle.

    I don't have a problem with having to wait an extra day or two if it isn't shipped from my local hub. Shipping it out the next day instead of the same day doesn't make scene to me at all. If you can get discs shipped out same day no matter what hub that will make me happy.

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  102. @Troy I think they were off on Friday because the same thing happened to me. Had them in the mail on Wed (even had to flag down the postal worker) When they weren't received until today I was not too happy and then to not get my top two discs and have the entire rest of my current TV series skipped over...

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  103. ok thats great but my main coplaints are that i along with many others are sick of being stuck on the "very long wait" list for almost every new realease and i end up going to rent it!all in all im waisting my money somewhere.now yes i could watch the instant watch movies but to be honest they are not really updated regularly and most of them are so outdated that they are of no intrest to people that are not 50 or above(no ofense to those ages)!i love how netflix helps take that extra step out of my errands but its getting kinda old.mix things up a little every now and again.NOBODY WANTS TO KEEP WATCHING THE SAME OLD THING!!!

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  104. I recently canceled the Blu Ray add on. Several Blu Ray movies that were listed as "available now" were at the top of my queue, however they were not shipped. Instead I received standard definition DVDs that were half way down my queue. They were positioned there for a reason. I didn't want them. If I wanted the 3 DVD disc plan, I wouldn't have opted for the 2 DVD disc plan. But that is what the extra dollar for Blu Ray got me.

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  105. this would explain why it took over a month, and a phone call for netflix to send me the top item in my queue disc #3 of Hawaii 5-0 season 5.....i kept getting the videos BELOW Hawaii 5-0 again and again and again---one was even sent from San Jose! (I live by Cleveland)...

    i phoned netflix and asked what i had to do to get the top item in my queue--that had no wait on it---and they said they were sending the other items in my queue because they were closer than hawaii 5-0 to me...i want my Jack Lord fix!!! so he sent me hawaii 5-0 as a bonus disc....

    i was told nothing of this 'policy' by the netflix rep on the phone---whom i spoke to Friday....and you know what? he sent me the #3 disc of hawaii 5-0 from elsewhere and i got it today! it came from NJ....

    i would like to be able to opt out of it....i don't want 'popular' stuff and see a lot of silent films, classic tv, etc so that means i gotta wait til something is in Cleveland??

    i don't mind waiting a couple days for something i really want to watch! and sometimes something that is allegedly being sent from cleveland can take a week to get to me....

    please let people out of this new program! i don't like it, i put stuff at the top of my queue cuz i want to see it and if there is not a wait on it (which i can understand) I WANT IT, not #10 in my queue...

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  106. @danyell Fisher - my main coplaints are that i along with many others are sick of being stuck on the "very long wait" list for almost every new realease and i end up going to rent it!

    Danyell, Netflix is not really a good option for new releases. Try Red Box.

    watch the instant watch movies but to be honest they are not really updated regularly and most of them are so outdated that they are of no intrest to people that are not 50 or above
    Actually they are updated every week. You might want to enlighten and educate yourself. Older movies are loved by many other people besides old people. That's like saying "I hate history."

    ReplyDelete
  107. Alright...now I'm getting annoyed with this new shipping method. I've yet to receive any extra disc that has been passed over, and I'm definitely no longer getting what's next in my queue.

    I've been a customer for over three years, Netflix, and until now I've been very happy with your service, waits and all.

    Now I am not happy, and am considering canceling my account. I want what is next (and marked "available") in my queue!

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  108. I too have a major problem with netflix!!I've been a faithful customer since 2005 I believe and I'm considering canceling my account!I've has enough with the wait time!I figure when I'm paying for 7 movies a month I should get at least a new release if anything,but I figure I have lost a lot of money in the past few months(I even increased from 5-7 plan) in order to recieve movies in the order if possible within days.I have found a problem with the wait(no matter how many movies I have in the queue) nothing had been sent for almost a week in wait of something to come.Then I do watch a lot of tv show series and now I'm getting them out of sequence so I wait in hopes of getting the one I need to continue the series in order.It is a waste of time and money holding on to the dvd in wait for the one I need!HUMMM!This has been occurring over the course of the last 6 months or so.TO WAIT OR NOT TO WAIT??????THAT IS THE QUESTION!Should I try elsewhere or should I give NETFLIX the opportunity to correct this money wsting on the wait list?I keep checking for an email to explain themselves,but I guess they want to spend my time waiting to talk to a human on the phone.Either way we have always enjoyed the ease and quickness(I have even had family and friends try it too)of netflix THANKS FOR LISTENING!

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  109. only one problem with this new shipping, apparently it only half works. my boyfriend actually deleted most of his que because he didnt want the other dvds first, and so you all just didnt ship him anything, hes still waiting for the dvds

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  110. if anybody is wondering what happens if you have a small que and none of the dvds in it are available at your local distributing center i can tell you. they ship you nothing. that is right they dont ship anything to you. to me thats bad customer service. and there is no way to email them and tell them. thats even worse customer service.

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  111. I am relieved and saddened to see that so many of us are showing the majority of items in our queues as Long wait to very long wait. I remember a time when I would get new release movies in my mail box the day it was released. Now I have items in my queue from before they are even released and I still get a very long wait. I am convinced that Netflix must only own 1 copy of Wall-E and the BBC version of The Other Boleyn Girl. I am seriously considering cancelling this service and renting from the grocery store kiosk or BLockbuster which is only a few blocks from my house. This is a ridiculous slap in the face to a long time customer. And its shameful that this is the only way to complain unless you want to sit on the phone with someone who really doesn't care. When I called to complain that EVERYTHING in my queue is Very Long/Long Wait, all she told me was that movies get sent in order from the closest shipping facility,, she refused to address my TRUE CONCERN which was wait time...

    This is horrible customer service.. I will never recommend this service to a friend again.

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  112. thank you Netflix. as always, you have outdone yourself.

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  113. Majority of my que is "long wait" or "very long wait". I thought this service was supposed to get us away from the "big chain" rental shops. I have better luck waiting in line and getting the movies I want watch and enjoy. I am already getting tired of this service. Block Buster here i come again!

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  114. yet another day (day 2) of netflix not shipping my secondary profile anything. and when i called they told me they said it was because the first in the series was not currently available.. but according to the que it is. i had my boyfriend pulled it up so i could see and none of the disks say there is a wait.I think that if they are not gonna sends anything i shouldnt have to pay for the days i dont have disks being sent... especially since their is like 20 disk in the que

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  115. @shazzump - they said it was because the first in the series was not currently available.. but according to the que it is.

    The queue is just an estimation of the disc's availability. Availability changes literally by the minute, but the queue can be hours and hours behind.

    I think that if they are not gonna sends anything i shouldnt have to pay for the days i dont have disks being sent... especially since their is like 20 disk in the que

    If you only have popular new releases in your queue, you stand a pretty good chance of not getting anything since too many people want them. Put more movies in your profile queue. I have 500 movies (the max) in both of my queues.

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  116. I haven't received a disk in three days and still nothing is being shipped. What the Hell am I paying for?

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  117. @ anonymous .... If you only have popular new releases in your queue, you stand a pretty good chance of not getting anything since too many people want them. Put more movies in your profile queue. I have 500 movies (the max) in both of my queues.



    too bad the items in that que arent new releases or anything its all really old tv shows.. my personally profile has the newer more popular stuff in it but ive had no problem ( except for the two items that say they have a wait and well i know there is a wait)

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  118. That is great! nice work netfilx.

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  119. Anybody that says "this is great" hasn't had their #1 movie skipped 8 TIMES now. Netflix in the last year has tweaked things far too much and none for the better.

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  120. Anybody that says "this is great" hasn't had their #1 movie skipped 8 TIMES now. Netflix in the last year has tweaked things far too much and none for the better.

    The new policy has nothing to do with why your #1 movie was skipped 8 times. That is because of all the other people who want to see it.

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  121. Wonderful change! I've had nothing but good experiences with Netflix and they continue to improve.

    For those complaining about series arriving out of order: if you click to add the whole series instead of adding the individual dvds, things should be kept in order regardless of availability.

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  122. This new shipping policy sucks. I've had a tv series disc at number one for 4 days. It has stated available "now" for 4 days. Yet it wasn't shipped, because they don't have it at the local shipping center. I put that tv series disc at #1 because I want it sent first, not whenver they happen to get it at the local shipping center. And if the status isn't available "now" then they should change the status to "short wait" so I could adjust my queue accordingly. I called Netflix and complained and they said that my queue is basically a "wish list" and they can't guarantee that any of it will be available "now". A "wish list"? LOFL! They also stated on Tuesday that they would send the 1st disc from a different shipping center, and it's now Thursay and they still haven't sent it. According to their new policy they will ship it from the other shipping center in addition to the ones they sent from the local shipping center. When will that be I wonder? I'm really considering cancelling my Netflix subscription and trying Blockbuster. Their new policy is really going to tick off alot of people who rent tv series discs.

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  123. I have noticed that many of these "freebies" and price adjustments do NOT apply to the 8 Out plans.

    If this particular plan applied, I would be getting a free movie each and every week.

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  124. hmmmm...it's funny how I used to get movies shipped from different locations all the time (and I honestly didn't mind the wait, I was happy to get films that I really wanted to see). But, since this new "great policy" has started, I havn't had 1 movie shipped from anywhere but my local center and my queue is now suddenly full of long and short wait movies which keep getting skipped over... thanks guys

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  125. This policy sounds great to me, but does not seem to actually be in place. I have a disc being sent to me from afar right now, and no locally shipped disc sent as compensation. Have the shipping centers been foobar this week?

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  126. It would appear from the blogs here, that a number of complaints revolve around timeliness of delivery. As a one disc at a time subscriber, to improve speedier delivery it would facilitate greatly if you had employees working on Saturdays in your distribution centers. Most often if I get a disc back to you on a Thursday you may not get it early enough on Friday for same day shipment. That means it wont be processed until Monday and a new disc wont be received until Tuesday, almost a week in turnaround time. Saturday processing would go a long way to correcting the hangup.

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  127. I have a disc being sent to me from afar right now, and no locally shipped disc sent as compensation. Have the shipping centers been foobar this week?

    Remember, your queue status indication may be hours and hours behind the actual status. It could be that your comp disc has been sent, but is just not indication in your queue.

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  128. I too am very displeased with this new shipping method. I primarily use Netflix to rent series (primarily anime). The way this new shipping works I never know what volume of what series I will get. Today they sent me out a DVD and skipped 18 other DVD's, about 2 or three different series worth of DVD's. I am trying to finish one series that only has two volumes left. I got frustrated and decided to call cust service today. Here is what I found out. Basically what they are doing is cutting down on the cross shipping between other centers. If the choices in your queue are not available they will continue to go down your queue until they do find something that the can ship to you in your local distribution center. There is a chance that it will ship from another center, but it is much lower now. They did not tell me how it is decided on whether it will ship from a non local center or not. Furthermore, your queue now reflects what your local distribution center has in stock, not Netflix asa whole as before. This is why everyone is seeing that a large portion of their queue is in wait status now.

    Unfortunately the did not have much advice. The girl said to try putting in some regular movies in between. Not great advice since I don't watch movies much. She did say that this system is new and they are still working out some bugs. She said that the local centers are seeing what is their most popular DVD's and working with the other centers to build up their stock.

    The girl was understanding and did agree that with series this new plan does not work as well, but the reason why they switched it to this method is because of all the complaints they received about having to wait for movies. I'd say that the netflix community is split down the middle. Some people rent movies, the others rent series like myself. They need to find a way to not alienate the other half. I hope they do. I have already started a free trial with blockbuster to see how they are. If at the end of the trial They work out to be better then what entflix is right now, I may end up switching.

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  129. Remember, your queue status indication may be hours and hours behind the actual status. It could be that your comp disc has been sent, but is just not indication in your queue.

    This is not what I was talking about actually. The last movie was acknowledged received Monday, shipped Wednesday and not yet received on Friday. No extra movie has showed up in my queue. It wasn't a matter of skipping movies or anything I have a large number of not very popular titles that typically, and currently, all say available now.

    Clearly they are just not shipping stuff as described in this post.

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  130. What great customer service! I should know, because I have done customer service for over 20 years! My daughter tried & tried to get us 'old peeps' to try Netflix. I am so glad we finally listened to her!! Your site is very easy to use. The only trouble I have had is to find a place to send you kudos for your company! I thought 'contact us' would give me an email address to sent this note to....All I could find was this 'blog' thing. I am an old Gramma that is computer-challenged. I don't know how to use a computer very well so I hope this gets to the 'powers that be' so they know I appreciate you. Thank you for what you do!!

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  131. i have no problem with the times pan that i receive my movies . i mail them tuesday and get them back thursday. my problem is and its driving me crazing everytime i pick a movie now ther a short wait or a long wait. it will a month to get the movie i really want to see. it doesnt matter if its blue ray or dvd. i pull up my list and half the movies the good ones are on a wait. i never use to have a problem getting the new movies. whats the problem ?

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  132. This new shipping process is terrible. My last two Nextflix transactions have been a debacle. First you skipped available Blu Rays to send me a DVD and then you send me a DVD that wasn't even on my queue. What the heck is going on? From my experience, this new process is a cluster...

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  133. I have had the blu ray VEXILE at the top of my queue for about a month and a half and STILL havent received it. This plan is a nice idea but doesnt replace the need to GET MORE FREAKING BLU RAY DISCS

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  134. I haven't had any disks mailed to me in a week. It is time for me to take my money somewhere else.

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  135. Some people get extra movies and others get no movies shipped at all for 2+ weeks. No wonder some love and some hate the new process.

    Clearly there is a very serious bug in their shipping program. Too bad there's no way to let Netflix know about it.

    Netflix execs say "La la la la la la la la"

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  136. I was so surprised when this happened recently. What a decent and customer-centric thing to do. Well done, Netflix.

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  137. I'm convinced that at least half of the positive feedback posted on this new shipping process is either coming from Netflix employees, or those who benefit from an association with Netflix that is different than we lonely subscribers.

    I've been with Netflix nearly four years, of which three and a half I have been a very satisfied customer. But this new shipping process is a stinker and obvious cost-cutting measure, and I have never, NEVER gotten an extra disc from the title of available now discs on my queues that have been passed over.

    Netflix, do you realize that this new policy is costing you customers?

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  138. "Clearly they are just not shipping stuff as described in this post."

    This was me. I thought I should followup with the disc was discovered to have arrived from the local center; but was filed by SO so I didn't get to see it. Which is weird because I thought I got the mail ever day that week.

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  139. I'm convinced that at least half of the positive feedback posted on this new shipping process is either coming from Netflix employees, or those who benefit from an association with Netflix that is different than we lonely subscribers.
    I think nearly all the negative comments here come from Blockbuster employees.

    Netflix, do you realize that this new policy is costing you customers?
    What do you say to those who like the new process?

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  140. I haven't had any disks mailed to me in a week. It is time for me to take my money somewhere else.

    That's because you have all New Releases in your queue. Netflix is not a good option if you crave new releases. There are better options for those who do.

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  141. I'm convinced that at least half of the positive feedback posted on this new shipping process is either coming from Netflix employees, or those who benefit from an association with Netflix that is different than we lonely subscribers.

    Can't speak for anyone else, but me? Nope, just a happy customer. Maybe I'm in the minority here: I don't watch a lot of television shows / series through Netflix, and I have enough items in my queue so that I really don't care if I get the new releases the day after they hit stores. I've got a basic order set to my queue, but it's really nothing more than "I want to see these top fifty movies before everything else." If I get #7 before #5... so what? If I get [last month's new release] before [this week's new release]... who cares? I'm interested in both movies, so it doesn't matter what order they come in.

    I can certainly understand the complaints coming from those who do watch television series and such that require you getting disc #1 before disc #2, but this is not the topic at hand.

    But this new shipping process is a stinker and obvious cost-cutting measure, and I have never, NEVER gotten an extra disc from the title of available now discs on my queues that have been passed over.

    If a movie isn't available, it isn't available - that's not what the initial post is about. Otherwise, it's a very nice change, and it's quite the opposite of a "cost-cutting measure"; shipping an additional movie to you is adding to their bottom line, if only by pennies.

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  142. @anonymous I haven't had any disks mailed to me in a week. It is time for me to take my money somewhere else.

    @ anonymous That's because you have all New Releases in your queue. Netflix is not a good option if you crave new releases. There are better options for those who do.

    actually the first is a profile on my account ive seen his que and he has absolutely no new releases in his que... maybe you should get your own facts strait before showing your ignorance..
    i also noticed that all the dvds say available not wait in any form

    i think this new shipping process should be optional. i would rather both my profiles get the movies that none... i figured out that i pay almost 20 cents a day per dvd, if im not gonna have dvds at my house or in the mail i think they should not make me pay for everyday im not having dvds.

    i really do think it should be optional because for some people it seems to work but obviously not everyone.. my secondary profile is actually not a big movie watcher and shouldnt have to have 500 dvds in his que just to get 2 dvds

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  143. if my secondary profile decides to go else i will be lowering how many dvds i get at a time because i wont need the extra 2 dvds at a time, now will i. no need to pay for someting im not getting anyway

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  144. I hate that this is the only way to communicate to Netflix - no physical mailing address for customer concerns and no personal responses. As of yet, I have not seen improvement in shipping. I am on the unlimited plan which I increased from the one-at-a-time two a month plan, only to find that I can barely get in one extra DVD because of shipping delays. When my DVD is finally recorded as returned, it takes up to another full day to get the next one in the mail. How am I benefitting from unlimited? Quite frustrating.

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  145. I hate that this is the only way to communicate to Netflix - no physical mailing address for customer concerns and no personal responses
    Call them. The hold times avg less than 3 mins.

    only to find that I can barely get in one extra DVD because of shipping delays.
    the USPS is indeed sometimes very slow.

    it takes up to another full day to get the next one in the mail
    so 1 days is not good enough. You want them to do it in hours?

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  146. I wish they would just be honest and say this is a work in progress. It was great for us in the beginning, now it just sucks. We knew how to get the new release like clock work, now we are hardly getting anything. To hell with netflix.

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  147. If Netflix has 9 million customers and at this point there are only a little over a hundred comments, then I think you all are way in the minority. So all you whiners please shut up and let them work things out, your giving me a headache. Are you all such losers that you just sit and wait for your movies and then complain when you don't get what you want. SHUT UP ALREADY YOU MORONS!!!!!!!!

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  148. The new shipping process sounds good in theory but I still haven't received any complementary DVDs. And I'm definitely a victim of throttling.

    I keep getting the 9th movie in queue, even though 5 or the 8 top movies are "available now." The number 1 movie in my queue has been there for 6 weeks with a "very long wait." In comparison, the same movie was listed as "available now" for a friend who recently joined Netflix.

    When I first signed up for service, I had a 2 day turnaround (send movie back on Monday, new movie arrived on Wednesday). Now I'm lucky if I get a 4 day turnaround. According to my queue, my next movie has been "shipping today" for three business days.

    I quickly tired of getting TV series discs out of order so now I only keep one TV series disc in my queue at a time. It's a pain to keep adding them one at a time, but it's better than receiving them out of order.

    Overall, I'm dissatisfied with the turnaround and the difficulty in browsing new releases but I'm not ready to throw in the towel yet. I'm a big fan of the unlimited instant online viewing, even though the selection is somewhat limited.

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  149. One more thing to note:
    Netflix uses low-priority bulk mailing, which explains the delays around busy mail times like December and the first of every month.

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  150. I think nearly all the negative comments here come from Blockbuster employees.

    Anonymous, you're a d0uche. I work for a software company that is unaffiliated with either Blockbuster or Netflix.

    ...shipping an additional movie to you is adding to their bottom line, if only by pennies.

    Chad, I'd be happy if they shipped me an additional movie every time they passed over my first available movie in my queue. But Netflix has not sent my first available choice from another location - I've yet to receive any extra movie when my first available choice isn't shipped.

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  151. From -Unhappy in CT
    Re: Post of December 31, 2008 11:57 AM

    To add to my previous post.....
    I have read all the jolly little postings about this new system and how much everyone loves it etc...I understand it. I do. And even though I have an open slot in my queue I still do not get disc 1 of Bones season 3. I currently have discs 2 and 3 at home. So as a test, a friend, who is a VERY NEW SUBSCRIBER and lives near me , put Bones season 3 disc 1 in her queue AT THE TOP and low and behold they shipped it to her from a remote location as a BONUS disc !!!!! So I am waiting for an explaination of this from all you people who LOVE this new system. How could this happen? Again, I have had Bones in my saved queue since before it was released. Why don't I get disc 1? I have decided that I will NOT be returning discs 2 & 3 until I get disc 1. Let's see how this works out in Netflix's plans to give us better service. Sorry to those of you in my area waiting for discs 2 and 3 but hey, consider yourself lucky that you saw disc 1 already!!! Currently I have another open slot in my queue saying "we expect to ship your next movie today" Who wants to bet that by this afternoon "today" changes to "Tuesday" and so it goes. Maybe they will ship me disc 4? I'll keep you posted.

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  152. This is actually a really great idea. I haven't had much issue with getting DVDs from the facility in Waco, TX but when it does happen it is nice to know that I will get a complimentary DVD so I won't go without something to watch!

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  153. this new shipping process does not apply to new releases. So if they send you a new release from a different shipping center then you will not get a bonus disc. To me just another stupid way that netflix is screwing us.

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  154. So when do customers receive the complementary movies? The original post said nothing about limiting this policy to non-new releases. Also, when Netflix recently sent me "9 to 5" (a nearly 30 year old movie) from over 500 miles away I didn't get a complementary local movie.

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  155. Is there a reason that I never seem to get a new movie that's at the top of my queue unless I return the movie I have before it on a Monday? (In that case I usually get the new movie on Tuesday).

    If I don't return a movie on monday (IE Ship it out Fri/Saturday) then I usually don't get that new movie for a looooooong time.

    I've had Wall-e at the top of my queue since it was released and still haven't got it.

    How does Netflix determine who to send the newer movies to? It seems like I'm always stuck at the bottom when it comes to them.

    As well recently For some reason Netflix decided to not ship out my movie until Today, even though they received the last one on Thursday, they didn't ship it friday and I was hoping that meant I'd be getting Wall-E but nope, they just passed it up again and sent me the movie after it, I haven't got any kind of an "extra" dvd or such either like what's mentioned above.

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  156. Is there a reason that I never seem to get a new movie that's at the top of my queue
    Because about 8.5 million others want to see it too.

    How does Netflix determine who to send the newer movies to? It seems like I'm always stuck at the bottom when it comes to them
    If you have an open slot when it becomes available to ship on Monday morning then you get. Other than that, it's random.

    I've had Wall-e at the top of my queue since it was released and still haven't got it.
    That's because millions of other want to see it too. It doesn't make good financial sense to buy millions of copies of a title when, in a few months, no one will want to see it.

    If you like New releases that much, Netflix is probably not your best option. Redbox is good for New releases.

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  157. "BOB", enough already, who are you the voice of netflix? You are bugging me!!! I think if anyone wanted real answers they would call netflix. Some people are just venting and asking rhetorical question, ok.

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  158. I am disappointed because very often I happen to select a particular director's or actor's filmography and watch the movies in chronological order so I could learn about the director's (or actor's) progress/regress throughout his or her career (I do hope I'm making sense here). And what about television series? what if the nearest shipping center doesn't have disc 1? do I get disc 2 or maybe 5 instead?.. by the way, this is the main reason I don't have a Blockbuster ONline account anymore.

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  159. To everyone wishing there was a way to contact Netflix through email or mail this is my suggestion. Simply call them. I work for a call center so I know that management looks very closely at call volumes. If everyone starts calling them everyday they will start to see that something is up and start investigating why they have such a heavy call volume. Right now their hold times are fairly low throughout the day, which means they do not have a lot of calls coming in. If that many people are unhappy with this new shipping, you have to call, it is as simple as that. I know no one likes to call customer service, but the netflix reps are for the most part nice and understanding. Along with the increased call volume, talk around the call center will start about this problem, which will also make management aware that the system needs major tweaking.

    The only otter thing I will say is you must be respectful to the agents. Trust me nothing will make a call center agent mad then you taking your anger and frustration out on them. They did not make this decision. If you are respectful to them they will be more obliged to genuinely want to help you. That is my advice.

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  160. I've had Wanted at the top of my list for the last two months and still haven't been able to get it. I can't any of the new releases because its status is long wait. If I have to wait months to get new movies, I may as well go down to my local Blockbuster and forget Netflix.

    Top it all off, a TV show I had on my list was sent out of order because the first disc's status was very long wait. So, why did I receive the second disc? Shouldn't the multi-disc shows be sent in sequential order?

    I don't see the point in continuing a membership if it's impossible to get new releases.

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  161. Has anyone else had an issue with movies you mail out on Saturday? I have always made sure that I return a movie on Saturday so I can get a movie sent to me on Monday. This always worked in the past. But for the last three weeks I have returned a movie on Saturday (before the post office pickup) and one on Monday. The ones I have returned on Monday are getting there before the ones I return Saturday from the same post office. It makes me think Netflix is doing something with the DVDs they get from the post office on Monday. Perhaps they aren't reporting received DVDs to ease the problem they have with the new releases.

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  162. And what about television series? what if the nearest shipping center doesn't have disc 1? do I get disc 2 or maybe 5 instead?.. by the way, this is the main reason I don't have a Blockbuster ONline account anymore.

    If you click the "add series" button, it will keep them in order.

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  163. If I have to wait months to get new movies, I may as well go down to my local Blockbuster and forget Netflix

    Yes, Netflix is not a good option for new releases. Then again, neither is Blockbuster. You might try redbox if you like new releases

    a TV show I had on my list was sent out of order because the first disc's status was very long wait
    You must use the "add series" button to keep them in order.

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  164. I'd like to request that Chad's comments be deleted.

    If I have to scroll past the same thread-hijacking, stupid line about Cowlick, Alaska, one more time, I will puke. Dude, if it's so important to you to be the bearer of information, GET YOUR OWN BLOG.

    And the same for you BAAAABB. Unless you do work for Netflix -- and if so, you should identify yourself as such -- where do you get off taking up bandwidth answering questions? This isn't an FAQ forum.

    Basically this new policy means there's no point in ordering your queue because Netflix is going to send you what THEY want to send, not what YOU want to have. And they're making you pay them for the privilege.

    Uh, yeah. Great. I lurve you Netf*x!

    NOT.

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  165. None of my last four movies have been shipped to me from my local distribution center and none of them are new releases. I've never received a complementary DVD. I'm not exactly how this new process works. How does this benefit the customer? I'm getting my DVDs out of order from all over the country yet I'm not getting any complementary DVDs at all. Since they implemented the new process I've seen my service decline significantly.

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  166. Basically this new policy means there's no point in ordering your queue because Netflix is going to send you what THEY want to send, not what YOU want to have. And they're making you pay them for the privilege.

    You're not understanding how it works. Let's say your queue looks like this:

    1) Something (disc 2)
    2) Something (disc 3)
    3) Something (disc 4)

    You've got "Something (disc 1)" at home right now, and it's also time for them to send you another disc. Oh, but wait - "Something (disc 2)" is going to come from Cowlick, Alaska, and it's going to take a week to get to you. You're going to get it though, they're still shipping it out to you today... but at the same time, they're also going to ship "Something (disc 3)" to make up for the wait.

    You won't get a whole lot of benefit with TV series, but it's very nice for those of us who just watch single-disc movies.

    ---

    And I find it funny how people are jumping on Bob when all he's doing is telling the truth. I guess it's not the "Oh, of course you're the only person who wants Wall-E on release day - here, let us give you a free month of service for your trouble!" reply that you're looking for, but it's the truth.

    Here's a hint - taking your $14.95 a month elsewhere isn't going to hurt Netflix, it isn't going to give you the same amount of movies as Netflix does, and it sure as heck isn't going to bother anyone here.

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  167. where do you get off taking up bandwidth answering questions?

    Probably from the same that you get off asking questions that aren't expected to be answered.

    BTW, not a NF employee. If i were, I'd identify myself as such.

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  168. My first preference is set for Bluray. However, when I am set to get a new release that I want, Bluray is usually a "Very long wait" and then my next movie shipped is skipped down to the next movie instead of sending me the new release movie that I really when it is "available now" on DVD (which is my second preference, but still OK!). There's no way to tell what the status is going to be for each format before it is released. Receiving the movie that I really want is more important than the format. Everything else is great.

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  169. I thought this new shipping process could be cool at first, but I'm getting sick of it. What's the point of managing your queue and going through the time of putting your films in preference if they're just gonna send you a random film? I now REALLY DISLIKE this new process and think they should either have it as an option, or switch it back.

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  170. This new process is a SCAM. Movies are coming completely out of order, movies that are supposedly available now are getting skipped over, and I haven't gotten any complementary movies at all. Hopefully Netflix is working out the kinks, but I'm worried that this is just another throttling strategy.

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  171. I'm experiencing none of the new releases on my list are apparently available at my local shipping center. I've been tempted to just redbox so I can get my choices. My concern was having a Roku box for instant movies, that service would be lost, but now understand its coming available on amazon. It's a dissapointment after a few years as a customer that the service levels are now poor. I always raved about netflix, unfortunately can't do that anymore.

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  172. Just saw this post, and while I know it's 'old news' by now, i still wanted to take a moment to express appreciation. This hasn't directly benefited me yet, but it just shows how much Netflix wants to take care of its customers. Rock on, Netflix!

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  173. I am not a happy camper at all. I sent back dvds on Saturday and the new ones usually are shipped out on Tuesday. So to my surprise it said on Tuesday night that the next two would ship on Wednesday. Now it is saying Thursday and yet I am still paying for movies I am not watching. So with this new program I will probably get my next two dvds next month and still be charged the $14.97 for this month. It would have been very nice if you people had send out an email telling about this change. I couldn't find anything about it on the site and stumbled onto it when I found this blog. This isn't what I call good customer service at all.

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  174. Another reason why Netflix is simply awesome.

    Add linux support for instant viewing and me love you long time. =)

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  175. Ever since the Blu Ray price increase went into effect, my BLu Ray shipments have come to a halt. Movies from early November are listed as "Short wait" but I never get them. I spoke with a representative and all he could offer me was "you're not alone" That's a pretty incomplete, unsatisfactory answer. I cannot get new releases on Blu Ray out of Hartford. I have never run into this with Netlfix in years. I'll wait another week and then I have no choice but to quit. There's no point paying and not getting. Maybe Netflix should spend more time on its core business.

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  176. The new process sounds nice but I can't say for sure until I experience for myself. But I think it is nice that you are offering something to make up for shipping problems.

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  177. I like this idea. Sounds helpful.
    Now for the gripe. I have no way to reply to netflix emails nor do I have a way to contact customer service directly by email, which makes the HELP link not so helpful. Today, I received a tatered and empty netflix mailer with an apology from the P.O. I reported the "damaged" DVD to netflix because this was the only description choice that was even close to the actual problem. Then Netflix auto-emails me to return the "damaged" DVD. Well, there is NO DVD to return and no way to tell them this without calling and staying online for a customer representative for 10 minutes.
    There is no disc to return, just a damaged mail envelope with an apology from the post office. I'll return that when we finish viewing the replacement Griffin & Phoenix movie. Also, although we tried to view the Ant Bully movie online, our broadband internet connection was not sufficient to download the complete movie. So we still need that one mailed to us.
    Thanks for the gripe forum.
    Jenny

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  178. i have to say that in the past 2 weeks this has process has started to work better for me...so maybe the kinks are getting out of the system?

    but i'd thought i'd post and say that it is going better...but i still wish netflix has emailed customers explaining this process...

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  179. After a rocky middle to this new plan (because the beginning was good, the extra movie was great), I would like to say they are finally getting there stuff together. We are getting all of the new releases that are at the top of our list. I guess these things just take time and we all have to learn to be patient. Me included. Netflix you once again rock with us. NOW KEEP IT UP!!!!!

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  180. Thank you for incorporating this new process. It is wonderful that we can get an extra DVD while waiting for a shipment from another part of the country. I love Netflix and am a proud member.

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  181. please order the dvd the great global warming swindle . thank you

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  182. Since Netflix has implemented the new shipping policy, movies ARE coming faster. The turnaround time is maybe 1 day shorter. But my movies are coming completely out of order. I haven't gotten a new release in 7 weeks. I haven't once received a complementary movie, although movies that are supposed to be available now are getting completely skipped over. I liked the old policy better. Even if it takes a day extra, I want to receive the movies I choose in the order I decide.

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  183. Well maybe we would prefer to have the first movie (ie. PINEAPPLE EXPRESS) and wait a couple days---I have had several movies that said LONG WAIT or VERY LONG WAIT for way too long.

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  184. Best Customer Service related decision they have made yet. Lets be honest they provide a great service but the Customer Service has been pretty ...ehhh so far. We get those special offers in the mail...just for each and every one to be give a free month to a friend. It's never hey have a free rental on us or any other such offers. Finally they offer us a bit of a bonus when things to go perfect. Thank you Netflix.

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  185. This is fantastic! It not only corrects the only gripe I had with Netflix, it goes the extra mile. With nearly 500 movies in my queue, I objected to the prior policy that NF would send me a DVD from all the way across the country when any movie in the q would have been fine with me. What a first class outfit we are dealing with!

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  186. I assume this only applies to DVDs as they specifically only mention that format (5 times). I added Blu Ray to my account, and have had a few of my top spots skipped over, and have yet to receive a free disc.

    I love this idea, it's great. It should also include Blu Ray as well though. If Netflix didn't charge extra, then I could understand, but now that they are charging extra, this function should include Blu Ray. We should get the same service for both (even if they send me a complimentary DVD instead).

    I don't mind paying slightly extra for a better format such as Blu Ray as long as we get treated the same as everyone.

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  187. Yeah, this is a great policy if it were happening in practice. I didn't get my number 1 or 2 queues disks and actually called to complain because it meant I got disk 2 and 3 of a tv series and not the movie I really wanted to see that was in position 1 and disk 1 of the series. I was told that the movie was not available locally so they just "skipped it" and then the service rep sent me disk 1 of the tv series. I never did get the movie that was in the 1st position and since gave up on it since it was a xmas movie. maybe next year it will be in my local shipping center.

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  188. I am going to say this one more time and listen. If you don't like the service that you are getting stop whining and go to BB. Why keep complaining when they are not even listening. They don't read these blogs (or so they say). Show them that you are sick of them and leave. JUST STOP YOUR BLUBBERING!!!!!

    A Loyal Netflix customer.......

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  189. Is anyone else having serious issues getting bluray discs. I have over 25 movies from the last 3months that I can not seem to get to ship to me. Always a wait. you guys need to get more bluray copies ASAP.

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  190. I keep putting discs at the top of my queue that have a wait, and I have never received an extra rental. What gives? The policy doesn't work!

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  191. So far I have not received any complimentary movies when my first choice is unavailable, yet my first choice has been unavailable for a few weeks straight. So when does the complimentary movie kick in?

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  192. People, read the initial post - you DO NOT get freebies just because your #1 choice has a wait. That's not how it works, and that's not what they said. If your #1 choice *IS* available and comes from a remote shipping center *INSTEAD* of your local shipping center, *THEN* you get a freebie.

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  193. Hey Anonymous,
    Why don't you take your own advice. If you don't want to read people's complaints, don't read the blog.

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  194. Netflix has been good in service BUT if they do not fix the issue of long waits for recently released DVD's they will beging to lose membership! In one case a DVD was listed as long wait for over two months... I gave up and went to Blockbuster.. Rented on the spot. If I have to keep doing that then might as well make a trip to the local video store for all my rentals. WAKE UP netflix. I know after the peak you are stuck with a large number of copies of any given movie but this is the business you are in - you have to adjust with your membership growth.

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  195. I loved this new policy. I had been hoping for this for a while. And I just experienced the benefit.

    Because of the new policy, I received 3 movies on tuesday from my local distribution center, and a fourth movie (tropic thunder) also shipped from another distant distribution center and will arrive on Friday.

    Without this policy, I would have gone from Monday to Thursday with only 2 movies (I'm on the 3 at a time plan), and been waiting for the 3rd (tropic thunder) to finally arrive on Friday.

    With the policy, I already have my 3 movies (got them from the local distribution center on Tuesday), and a 4th movie(Tropic Thunder) will show up Friday.

    I always used to hate getting that note that said your movie was not available at your local distribution center and was shipping from San Jose California (I live in NJ, it takes a long time for a movie to cross the country). Now, I'm actually pretty excited about it.

    Netflix rules.

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  196. I called customer service because I was never getting any complementary DVDs, although Netflix was shipping movies out of order and from halfway across the country.

    According to customer service, if you have a new release in your top queue position you will NOT receive a complementary movie no matter what. Even if Netflix also skips your 2nd and 3rd position movies (which are "available now" but not available locally) you will NOT receive a complementary movie because you have a new release in your top spot.

    The moral of the story is: Netlix wants to discourage people from having Long Wait and Very Long Wait new releases in their top queue positions. If you want a complementary movie, move new releases farther down your queue. Otherwise, no complementary movies for you.

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  197. Just found this page, while looking for away to contact Netflix from the Help page, which it claimed you could do, other than by phone.

    We are getting near to cancelling our service, because unlike the way it was previously we are now having to wait 6-8 weeks to get any new released product. We used to only have to wait a few days. The available in-stock has obviously been way shortened to save $. Some movies, like the Wackness, we have waited on for 2 months. It went from long wait to unavailable to long wait during that time.
    Your service is declining rapidly and we have other options, netflix.

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  198. This new shipping system is H-O-R-R-I-B-L-E. It makes the queue so unreliable that I never know what I'll get. This 4 plus year Netflix customer is on the verge of leaving its gotten so bad in the last month.

    In the past, I've never had a problem getting "available" movies at the top of my queue. Now it's a total crap shoot. 4 or 5 or 6 available discs will be skipped over to send some random movie down at position 10 or 12 on my queue. Disc 2 of a TV show will be sent before disc 1. Etc, etc. At first I thought it was just a glitch but now its clear that this is not an accident. And while the complimentary DVD is nice it does little good if it too comes from way down the list.

    This nonsense is enough to make me want to downgrade my plan to the cheapest 10 dollar a month streaming option and rent my movies elsewhere. Way to minimize profits guys.

    Netflix either needs to end this practice or give us a way to turn it off or I'll just take my 30 bucks a month to Apple or Vudu. At least I know what I'm going to get for my money there.

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