Friday, January 2, 2009

Netflix is still #1

Hello, Steve Swasey, VP of corporate communications, here with an update about customer satisfaction at Netflix. Twice annually the independent research firm ForeSee Results surveys customer satisfaction with ecommerce sites. When ForeSee Results posted its findings for the 2008 holiday season this week, Netflix remained #1 for the eighth consecutive survey since 2005. This time Netflix shares the #1 spot with another great online retailer, Amazon.com. We will continue to work diligently in 2009 to keep giving you the best online movie rental experience possible. Happy New Year everyone.

619 comments:

  1. Great news, we really are enjoying Netflix. Thanks!

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  2. I recently activated my Netlfix account though I have no interest in renting DVDs. My only interest is being able to view the occasional movie through the 'Watch Instantly' option.

    I've been disappointed by the abysmal quality of the streamed content.

    I use a 1.86 GHz Macbook Air and a 6 Mbps Comcast cable modem Internet connection, so I'm not sure what the cause of the low quality is. The stream improves for a second occasionally but then reverts to making people look like gingerbread characters.

    Is there a site that has tips for how to improve the video quality? As it stands, it's just not watchable.

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  3. I'm trying to find out how I can suggest titles for you to add to your collection that I can't find on your site at the moment. Can you help? Couldn't find a way to ask this question on your site without calling you...

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  4. I switched back to Blockbuster Online because of the low availability of Bluray movies. Fix that and I'll come back

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  5. @Seth said...

    I switched back to Blockbuster Online because of the low availability of Bluray movies. Fix that and I'll come back


    Seth. how's that Blockbuster selection of Blu-Rays suiting you? I was a member of BB and their BD selection sucked, much better here.

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  6. Ajira said...

    I'm trying to find out how I can suggest titles for you to add to your collection that I can't find on your site at the moment. Can you help? Couldn't find a way to ask this question on your site without calling you...


    Ajira, call them.

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  7. I left Netflix before because you kept skipping over all of my top picks and sending me movies I could get in the free rental section of my local video store. A friend suggested you had improved, but, alas, you still stink! After about 1-2 months of good movies, you send junk and say everything else has a long wait. Why am I paying for this?

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  8. We've really been enjoying the Watch Instantly via our XBOX Live Gold account. Please add more HD instant watch choices, or change what you have more often. That's one way to keep ahead of your competition.

    I've also found that the SD watch instantly choices all stream at full SD bandwidth (4 bars) and have near DVD quality. We get the HD content with 3 bars and only see an issue when Netflix' servers are hammered, then the quality drops to 2 bars, which is worse than SD 4 bars. HD 1 bar isn't even worth watching; the service needs to automatically down convert to SD at that point.

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  9. @anonymous 1/3/09 11:08 - After about 1-2 months of good movies, you send junk and say everything else has a long wait. Why am I paying for this?

    Anonymous, Netflix is not good for new releases, nothing is as too many people want to watch them. You say they sent you junk yet that's what you had in your queue. Huh?

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  10. does anyone know how to email netflix? what do you do if your not satisfied with the guy you talked to on the phone?

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  11. This comment has been removed by the author.

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  12. I find it hard to believe that you guys are #1 in customer satisfaction since I am COMPLETELY DISAPPOINTED IN YOUR CUSTOMER SERVICE, and you are about to lose a long-time 5-year customer.

    Let me say it loud and clear here so that there is no mistake as to what I am saying:

    NETFLIX CUSTOMER SERVICE SUCKS!!!

    I have been trying in vain to use the Netflix Instant Watching Feature on my Mac, and it simply doesn't work. The video FREEZES every 6 seconds for 1-2 seconds, and then it continues playing properly again for another 6 seconds, at which point it freezes for another 1-2 seconds. This OBVIOUSLY makes it IMPOSSIBLE to watch instantly on my Mac.

    All of my system requirements and Internet speeds FAR EXCEED the requirements for Instant Watching. I have a 2.33 GHz Intel Core 2 Duo MacBook Pro with 4 GB RAM and 350 GB of free hard drive space. My Internet speeds are PHENOMENAL: According to Speakeasy.net, I am currently getting 9752 kbps download speeds and 968 kbps upload speeds. I am running the very latest Microsoft Silverlight plug-in, which is version 2.0.31005.0.

    What is extremely disturbing is that when I go to the "Watch Instantly" page of the Netflix website, it says that my video quality is "BASIC". Sorry, but my video quality is ANYTHING but basic. My Roku Netflix Player, which is on the exact same wireless network as my Mac, WORKS JUST FINE. It streams movies ABSOLUTELY PERFECTLY. And, the Roku Netflix Player also recognizes that I have OUTSTANDING video quality because it gives me the full 4 dots, indicating the best-possible video quality.

    So the problem has something to do with instantly watching movies on the Mac.

    So, I called up Netflix customer service, and after going through all of the above information with the lady, she told me that there's nothing she can do to help and that I have to call Microsoft. She said that "this is a Microsoft problem".

    I'M SORRY -- WHAT?!?! YOU WANT *ME* TO FU**ING CALL MICROSOFT?!?! Yeah, right. Give me a fu**ing break, lady. I don't have a relationship with Microsoft -- YOU, NETFLIX, HAVE THE RELATIONSHIP WITH MICROSOFT. YOU are the company that is paying Microsoft to use their product. Why don't YOU call Microsoft yourself if you're soooo sure that it's not your problem? Now I know what PC users feel like when different vendors point at other vendors to blame each other for the problem that their customers are having. So no, I don't think so. I'm not going to call Microsoft (a company which openly hates Mac users), wait in queue for 60 minutes to finally talk to some moron in India who is going to tell me to CLEAR MY CACHE and RESTART MY COMPUTER -- two things which I have already done.

    So then, I ask the lady if I can please speak to Netflix technical support, which I have done in the past, and the woman shockingly tells me that Netflix has DISCONTINUED THEIR TECHNICAL SUPPORT TEAM BECAUSE THEY NO LONGER NEED ANY TECHNICAL SUPPORT ON-HAND ANYMORE. Again, WTF Netflix?!?! You are increasingly shifting to an online-only business, and you have decided that you no longer need a technical support team anymore? At the very least, who is going to act as the middleman between the customer and Microsoft, in the event of problems like this?!

    Sorry, Netflix, but your customer service SUCKS. And if you keep acting like this, you are going to be losing many more customers than just me. Keep treating your customers like SHIT and keep delivering CRAPPY PRODUCTS which DON'T WORK, and we'll see how much longer you stay in business.

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  13. p.s. Oh yeah, by the way, the fact that we can't EMAIL Netflix customer service is also a slap-in-the-face to customers as well.

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  14. @Scott Rose, your video problem is with your Silverlight configuration which is a Microsoft product.

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  15. @Scott Rose - Oh yea, by the way, have you ever used e-mail tech support with a company before. 1 day for a acknowledgement, another day or 2 for attempt at solution, another day or 2 for solution. A week later you're told that no solution exists. How's that for customer service?

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  16. I am very disappointed in the constant wait, long wait status of all the recently released movies. What is even more infuriating is every now and then one will have availability marked as NOW. After I move it up to the top of my queue it gets changed back to short wait or long wait. You are about to lose me as a customer if this does not soon improve.

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  17. @Scott Rose Netflix customer service does NOT suck. Though I think anyone who is stupid enough to say that anything sucks needs to widen their vocabulary and figure out how to behave in public. Why do you want to e-mail customer service? Haven't you learned yet that nobody's e-mail customer service really resolves anything? And Netflix' customer service representatives are as helpful and pleasant as any I've encountered. That doesn't mean that they can defy reality, just because you don't like something.

    That said, I do think that Netflix should put back the title request page. If you were getting too many requests from people with comprehension issues (requesting non-existent DVDs) ask for a link to where you can buy it.

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  18. @Dan and Sue said... I am very disappointed in the constant wait, long wait status of all the recently released movies. What is even more infuriating is every now and then one will have availability marked as NOW. After I move it up to the top of my queue it gets changed back to short wait or long wait. You are about to lose me as a customer if this does not soon improve.


    Dan and Sue, it is not possible nor fiscally responsible to buy 9 million copies of all the new releases that will become unpopular within a month or two. There are better options for New Releases (Redbox).

    Remember, your queue status is not a real-time indication of a title's status. Only an approximation. The availability of movie changes minute-by-minute, your queue indication is sometimes many many hours behind.

    Netflix (nor anyone else) will ever be able to provide you with New Releases whenever you want them. Blame that on your fellow movie lovers who can't wait to see the new releases.

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  19. Netflix has changed their shipping policy so that anything marked as "now" meaning "available now" won't be sent if it isn't available at your local shipping center and they'll compensate you with an extra movie. I know that there have been complaints about movies being shipped from out of state, but personally I was okay with that since independent and foreign movies are difficult to find in Arkansas. Netflix should give customers a choice of in-state only or out of state shipping of available movies.

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  20. @anonymous @ 4:29 Netflix has changed their shipping policy so that anything marked as "now" meaning "available now" won't be sent if it isn't available at your local shipping center and they'll compensate you with an extra movie.

    You actually read the new policy wrong. The new policy states that if they have to ship a title from a distant distribution center, they'll send the next disc in your queue that is available from a local center. This has nothing to with movies that aren't available at any centers. If a title isn't available anywhere in the country, they'll just skip it and go to the next title that is avaialble somewhere with no extra compensation.

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  21. @Scott Rose I find it hard to believe that you guys are #1 in customer satisfaction since I am COMPLETELY DISAPPOINTED IN YOUR CUSTOMER SERVICE

    That probably says more about you than it does about Netflix. Reminds me of those who say, "it's not my fault that no one likes me."

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  22. This is an excerpt from the new policy notice:

    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 omplimentary extra DVD rental.

    http://blog.netflix.com/2008/12/
    new-dvd-shipping-process.html

    I have been a customer for two years. I know that sometimes a disc isn't available even when it is marked as available. A little over 2 weeks ago they sent an extra dvd, which was my first choice from an out of state shipping center. But now the top 15-20 discs that are always marked as available now for shipment are being skipped over. This has been going on for 2 weeks straight. Maybe what Netflix's new policy states that they are going to do and what they really are going to do, are two completely different things. But I hope that it is just a coincidence or a fluke that will clear itself up.

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  23. If you want to continue to lead the way online, I recommend you do more of what Amazon does with customer reviews: allow them to be sorted. When there are dozens or even hundreds of reviews, why not let me sort by number of stars, or see all the reviewers who are "most like me" in their tastes, or reviews that are rated most helpful, etc.? This would be a great feature to add...

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  24. Been a Netflix customer since 2003 now, but recent changes will probably drive me to Blockbuster....

    - new releases not available for a few weeks ? \ can live with that

    - new released this week taken away amd again available via "hidden' link ? - can live with that

    - price increase for 'blu ray same as dvd' ? - can live with that

    - next available disc will be shipped Monday.... Tuesday.... Wednesday... - unacceptable!

    - having movies in the queue that go from 'available now' to 'long wait' when they are #1 ? - unacceptable !

    - having movies in queue with 'very long wait' for 3 (three!!!) month now ? - unaceptable!

    - having a 'three at a time' plan and waiting for days now to get the next two movies shipped ? - unacceptable!


    Did someone say "fraud" here ? I called customer support because I was still waiting for two movies
    (will be shipped tomorrow...") and there were at least three movies available in my queue (what about the new policy to ship an additional movie if #1 is not available ???)

    Mysteriously the next movie that will be shipped is one with 'very long wait'.....
    I never had any problems with Netflix in the past 6 years, but right now I think of changing to Blockbuster and reporting Metflix to the BBB....

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  25. The people who answered the survey must not have ever tried Blockbuster, they have you beat, hands down. The only way you can send a message to anybody here is on the phone. Only slightly annoying. But I mailed some movies back the day that I got them, they were mailed right at the post office and normally clear in 1 day. its been more than a few days so when I reported it, the stupid site told me to wait a few more days and come back. Blockbuster just automatically sends the next ones in your queue so that you're not stuck waiting.
    The streaming quality is poor. I'm only on vacation for another 10 days, and when that's done I'm switching back to Blockbuster. The selection is better too. You guys were the first but you lost it somewhere along the way.

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  26. I was apparently a member of netflix for three years and only rented one dvd in all that time. I was unaware of my membership, since I had a book keeper managing my accounts and I was not aware that the free trial offer was automatically turned into a long standing account until closed. To make a long story short, I paid $350.00 to rent "fast Cheap and Out of control." I know it was a gross oversight on my part, but when I was viewing my accounts recently to find ways to economize, one way was to do my own book keeping, I was surprised that I have had a netflix account all this time. I called customer service and they credited me one years membership which makes my one dvd cost about 230.00. I asked if I could also use netflix for one year without being charged to see what I missed out on, and they said NO. I will not re-join.

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  27. Oh yeah. Netflix customer service does SUCK!!!!
    And I agree it makes sense that they will not take e-mails. They don't care, so no netflix in NOT #1 in anything but taking money out of your account on a consistent basis unless you call and ask them to stop.

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  28. Any company that you sign up for will continuously take money out of your account until you ask them to stop. It is the way of the world. You should be grateful that they refunded one year because most other companies would not have done that! You should also make sure that you read the policy before you sign up for things. That would be using common sense. As for the comments regarding BB. I switched to netflix from BB because of the same problems people are having with netflix. I have not had any problems to date and absolutely love the instant player. BB on the other hand never sent new releases although I could drive to the store and switch movies out for a new release. That was definitely nice but also 20 miles out of the way. I think that the better service just depends on where you live and what your looking for. Netflix serves my needs.
    THANKS NETFLIX!

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  29. @Anonymous at 12:20 - I was unaware of my membership, since I had a book keeper managing my accounts and I was not aware that the free trial offer was automatically turned into a long standing account until closed. To make a long story short, I paid $350.00 to rent "fast Cheap and Out of control."
    Amazing how you blamed your own egregious oversight on Netflix. Is there not a single smart person here?

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  30. So Steve, bring #1 and keeping the spot must mean that you care deeply for the customer and in turn you listen to suggestions and fix problems, right? Well, here's a few.

    1. I pay more for Blu-Ray, yet 14 out of the first 23 films in my queue have 'long wait' or 'very long wait' as their status. Why am I paying more for a service I can't enjoy? Moreover, why was I told the wait times would improve after the price adjustment? Certainly not the behavior of a #1 company to me. If I pay more, I should be able to receive Blu-Ray titles quickly. And by quickly, I don't mean 3-4 months.

    2. I updated my Roku player last night to HD, and although the HD programs do resemble near-1080 quality, the selection is laughable. There are only about 120 titles, most of which are TV shows and foreign films. Why? Why brag about all devices being HD-ready and then having a selection that hardly anyone's interested in?

    3. Stop throttling me, please. I'm a heavy user, and realize since you were sued that I am now throttled because of this. I read somewhere that you, Steve, said light users get first dibs on new releases. Why? Why jilt me because I enjoy and get the most out of your service? Aren't heavy users the most valuable, as we provide positive word-of-mouth and can actually provide such suggestions and comments so as to keep you at your coveted #1 position? Not to mention being a Blu-Ray customer with positive word-of-mouth only helps others sign up for the next generation, moving us forward and subsequently helping you earn more money.

    So Steve. Please send me Blu-Rays quicker, stop punishing me for being a loyal and responsible user and offer a wider range of HD programs available for instant viewing. Thanks.

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  31. We are using the Netflix Instant Queue through Tivo's On Demand feature. It's awesome and we love it so far, but have one problem that is annoying. Does anyone experience a synching issue between the video and audio? It seems to happen during prime time mostly, so I'm wondering if it's a buffering issue caused by busy volume of downloads? Or, could the cause be the Netflix server is busy while downloading the movie? We've tried to use all the Tivo features to get them in synch - none work so far. The issue is not long term and will often resolve the next day or a few hours later.

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  32. @Anonymous @9:26AMI pay more for Blu-Ray, yet 14 out of the first 23 films in my queue have 'long wait' or 'very long wait' as their status. Why am I paying more for a service I can't enjoy?

    All 20 Bds in my queue are available now. Blu-Ray discs cost more to supply, so why shoudl you not have to pay more for them.

    @Anonymous @9:26AM
    There are only about 120 titles, most of which are TV shows and foreign films.

    What if people like TV shows and foreign films. Are you saying they shouldn't provide titles for those who love them? Please understand that the list an ever-growing one. Shoudl they raise rates so that they can immediately supply every show in HD? How much more are people paying above and beyond the DVD-by-mail to get he streaming capability? Pateience my friend.

    @Anonymous @9:26AM
    ren't heavy users the most valuable, as we provide positive word-of-mouth and can actually provide such suggestions and comments so as to keep you at your coveted #1 position?

    No you are wrong. Heavy-users cost Netflix money because they rent more DVDs than they pay for. Your input is mostly, well... useless.

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  33. I responded to an Ad for Netflix that appeared on my MSN homepage. Are these ads not geographically targeted?? It would be very helpful if it was made obvious EARLY ON in the Netflix sign up process that this is for US residents only!!! I live in Canada and I wasted a good chunk of time looking into this service.

    One little notation on the first page, "For residents of the US only" would be very much appreciated!!

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  34. It would be nice if Netflix could alert me that I have previuosly rented a movie when I'm attempting to put it in my queue. If Amazon can tell me that I've already purchased a book I'm attempting to put in my list or cart I would think Netflix could do the same.

    I know I can go to rental history but that can be time consuming to check on every movie.

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  35. I'm a new customer and searched in vain for a direct way to provide feedback. Sadly, this is the closest I came -- so -- suggestion #1 -- If you really do care about customer satisfaction, please improve your customers' ability to provide one on one feedback.

    Now, for the original comment I wanted to provide -- What are you thinking in breaking a single movie out into multiple selections? I subscribed because I was interested in the less mainstream selections that were available, but very disappointed to see that to watch some longer movies, such as Mansfield Park or Emma I can only see the first part of the movie then I have to wait to watch the end until after I return the first disc and receive the next. Why? One movie should equal one selection!!! I'm not entirely sure I'm interested in continuing as a customer.

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  36. @Anonymous @ 4:43 If you really do care about customer satisfaction, please improve your customers' ability to provide one on one feedback
    The number on their site is 866-716-0414. And no, e-mail is not the best way to communicate.

    One movie should equal one selection!!!
    one disc should equal one disc?

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  37. Netflix needs to drop Limelight as their CDN provider because they OBVIOUSLY can't handle the load to deliver the video streams to their customers as we deserve. They should check out one of the better providers out there like Ooyala or Brightcove and use their backend which is much more robust and would hopefully stop killing our streams!!! I can't even get more than 1 bar most of the time making it useless!

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  38. @Anonymous 7:23

    Your streams are more than likely getting killed by your ISP. Time Warner and Comcast are throttling streams between 6pm and 11 pm.

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  39. They are #1 because there are no real contenders. All of the others are tring to keeps up. Apple & Microsoft(and others) have been promising streaming, but what do you have to show for it? Onlt Netfix and Hulu seem to work with onlt Netflix offering a viable system to watch on any TV without spending 300-500 on a single player (Blu-ray) and 30 per movie. It's not just about economy, but what makes sense.

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  40. @anonymous at 9:35 - They are #1 because there are no real contenders.

    Actually, they are #1 in customer service for ALL companies. Not just in DVD-by-mail companies.

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  41. ok, I'm using this comment place because I can't find anywhere on the to do what I want, which is:

    Suggest you acquire a movie you apparently don't have.

    Why isn't this available? Crazy.
    While I'm here, does anyone know where to get Strawberry Fields by Ayelet Heller? It's a documentary on Israeli-Palestininan relations.

    While I'm thinking out loud, I personally would LOVE a site that offered me lists of good documentaries explaining issues of the day.

    I just noticed before pressing submit that someone asked the same question about suggesting movies below - I sense a movement.

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  42. Where is the appropriate place on the website for a member to submit a suggestion to add a movie to the selection?
    Requesting Netflix add the 1971 TV movie Don't Fold, Spindle or Mutilate.
    It's kind of an old-folk's cult classic.
    Thank you.
    Dorothy

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  43. There is no place to suggest movies for them to get.

    Netflix can only get commercially available movies and Fold,Spindle or Mutilate is not commercially available.

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  44. I attempted sending you an email...to no avail. I've been a customer for years and have enjoyed your service. HOWEVER, 3 times in December, I had to return movies as "damaged or unplayable". We kept getting error messages that the dvd was not properly formatted for our TV...after years of renting from you. This also happened once last Summer.

    I'm just trying to get someone's attention to not send out blu-ray or high-def dvds without first identifying them as such on your website.

    This is becoming an aggravation. I realize December is a busy month for you, but when it's disappointing to have these disc failures over and over.

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  45. It hard to get the movies you wanted from time to time because netflix doesn't always follow the order of movies you listed even when it is available, especially, new released movies.

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  46. i'm not one to rent movies...i'll pay $1 extra to watch it on demand. i work long days so time is money to me. the only reason why i tried netflix out was for the watch instantly option. if there were more content i would consider staying a member. as it stands when the 2 weeks is up, i will cancel my membership.

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  47. NetFlix # 1 Yes that is correct.

    GM use to be #1 at one time too!

    It is time, and the current market is more than big enough to have three mail order movie rental companies. The first one that provides “unlimited rentals” per month without throttling wins.

    It’s called being honest with your customers.

    I like other customers would be happy to pay more, IF throttling was ZERO. Since the NetFlix model says you must throttle, then another company can step in to fill the demand. Um, maybe Toyota or Honda should get in the movie rental business. They might charge a tiny amount more, but at least their customers would get their movies! What a novel idea!

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  48. You just made me a subscriber for life! I recieved an e-mail that you had recieved my latest movie. I logged into my queue to see which movie was coming next and realized a movie I had seen at a neighbors house over the weekend was scheduled to ship as I hadn't updated my queue. I called your customer service and explained the situation to the very nice person on the phone to see if they could stop shipment and send the next movie. She explained she couldn't stop shipment but offered to send the next movie in my queue for free tomorrow so I didn't have to wait so long to recieve a new movie. Thank you for great customer service! It's little things like this that keep me a loyal customer!

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  49. @ Anonymous 1:08 - The first one that provides “unlimited rentals” per month without throttling wins.

    Perhaps there's a reason that no one does it.

    It’s called being honest with your customers.
    They are being honest with you. It's written clearly in the terms of service.

    I like other customers would be happy to pay more, IF throttling was ZERO. Since the NetFlix model says you must throttle
    Would $85+ per month on a two out plan suit you? There have been models that suggest this is the approx. cost that would support a business plan to provide all new releases and no throttling.

    They might charge a tiny amount more, but at least their customers would get their movies!
    $85+ per month on a 2-out plan is hardly a "little more"

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  50. Netflix should just be honest and say "we kick ass in selections but as far as new releases, go to red box"

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  51. captioning for hearing impaired would be a great service to add to your streaming video. You are on the forefront of movie rental with this idea - keep it up!

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  52. let customers opt out of your 'ship from closest location' only new scheme! i don't want to wait for months for something to become available locally---if ever...

    i had to make a phone call to get the #1 item in my queue since it was passed over a month---and i even got movies sent from across the country!

    LET US OPT OUT OF THE NEW PLAN, PLEASE!

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  53. will instant watching ever be extended to all macs? not just intel processor based?

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  54. @Annie - will instant watching ever be extended to all macs? not just intel processor based?

    Annie, I would not expect them to expend resources on outdated technology

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  55. @misstiajournal - let customers opt out of your 'ship from closest location' only new scheme!

    I think you're not understanding the new policy. It is not a "ship from closest location only" policy. The policy is such that if one disc is sent from a distant shipping center, you'll get the next available disc at no charge.

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  56. I'm a customer and I'm not satisfied. I do most of my viewing .. sorry, I attempt to do most of my viewing throught the "Watch Instantly" on my Xbox 360, and really, it is simply a joke. It is impossible to watch anything all the way through with this service. The quality is terrible and movies stop and downgrade quality constantly. I have had ZERO success in watching anything through this service, so far.

    I have been a subscriber to Netflix for a long time, actually soon after Netflix launched. I am about to cancel my membership and move on to greener pastures.

    Thanks for the great DVD service Netflix, but my viewing habits are changing and your streaming service just doesn't cut it.

    So long and thanks for all the discs!

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  57. With the holidays over, I can't seem to get any new release movies. Must have signed up so many new customers that existing customers can't get any movies. I have over 20 movies in my queue, but none received. Think I am going to try something new.

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  58. #1? Hardly.

    Movie Streaming has taken a giant step backward with Silverlight. With other online content providers like Hulu streaming at HD why do I need Netflix?

    If the HD streaming is not addressed soon there is no reason to stay with Netflix.

    Bad Bad Bad decision to go with unproven, unrefined, underdeveloped, unused tech from underperforming, junk releasing microsoft.

    Silverlight makes movie watching UNBEARABLE.

    I'm waiting for some assurance of improved service for one more month and then I'm out.

    It's funny I was recommending Netflix to all my friends and community before Silverlight. Now I'm telling them to stay away.

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  59. @ anon 6:30pm January 5...

    i don't think you understand my complaint, i have NOT gotten what is at the top of my queue and i only got it sent as a bonus disc after i waited a MONTH and phoned them and complained!

    the person on the phone at netflix did not tell me about this 'new' policy....i am going to start phoning them requesting the top disc of my queue...

    if it is available I WANT IT, no matter where it is sent from!

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  60. I love how the Netflix management publishes these blog entries about how great they are, but then fail to respond to any comments that members actually post here.

    Listen up, Netflix:

    Your instant watching does NOT WORK RELIABLY ON THE MAC, even when the system requirements & Internet requirements FAR FAR FAR EXCEED the minimum requirements. I can't speak for PC users, but the video CONSTANTLY FREEZES on the Mac. Are you going to do ANYTHING to fix this?? If this is Microsoft's fault with their Silverlight program, then YOU MUST WORK WITH MICROSOFT TO FIX THIS.

    See my previous posting above for full details on this problem... and Netflix's lack of help in fixing this problem.

    Do you really think that we're just gonna sit around and continue to pay you monthly membership fees, when your instant watching does not work as advertised?

    Good luck trying to hold onto this fabled #1 spot as the years progress. I, personally, will do everything in my power to spread the word about how bad your instant watching service is and how bad your customer service is.

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  61. @mistjournal - that's just it though. You can not always have the top movie in your queue. What about all the other members who want it to. There are not enough copies of every movie to go around as it does not make fiscal sense to buy 9 million copies of every title that will lose popularity after a couple of months.

    When a movie is not available anywhere in the country, they skip it and send you the next title that is available. If you have 6 popular new releases at the top of your queue and none of those are available, you will not get them. Just like with all brick and mortar video outlets, it's a numbers game. If you like new releases, then Netflix is not really a good option for you. You might try redbox if you like new releases.

    ReplyDelete
  62. @scott rose - but then fail to respond to any comments that members actually post here.

    If you want an answer from Netflix, call their customer support number. They're not going to engage you here.

    @scott rose Your instant watching does NOT WORK RELIABLY ON THE MAC, even when the system requirements & Internet requirements FAR FAR FAR EXCEED the minimum requirements.

    Scott, IW works fine on my mac and on my wife's mac. Sounds like it might be a technical setting on your computer.

    Do you really think that we're just gonna sit around and continue to pay you monthly membership fees, when your instant watching does not work as advertised?

    Isn't that what you are doing? If you're not happy, then go elsewhere. It works fine for most people.

    I, personally, will do everything in my power to spread the word about how bad your instant watching service is and how bad your customer service is.
    And I'm sure your power and influence spreads far and wide across this great land of ours. When you are spreading bad publicity, does anyone ever ask you why you continue to give your moeny to a company that you don't like?

    ReplyDelete
  63. The only real reason I bought Netflix is so i could watch movies instantly from my Xbox. But the selection they have for "instant streaming" is wack for the most part! When I wanna watch a movie its usally a spur of the moment kinda thing. i need the instant gratification of haveing my movie NOW. So by the time the movie I wanted to watch two days ago arrives at my house Iv already lost interest and moved on to somthing else. Annnyyyways... all im saying is that there NEEDS to be a better selection of intant streaming movies!!!!!!!

    ReplyDelete
  64. @Anonymous at 9:02

    The selection of movies that Netflix offers is controlled by the studios. The studios do not like new movies to be allowed for streaming. They fear bootlegging. So, just like on cable and pay-per-view, the only movies they allow for streaming are older movies and TV series. NF would love to stream new releases but they're not allowed. In fact, no one is allowed to.

    ReplyDelete
  65. who the hell is this anonymous poster that thinks they have all of netflix's answers????? why don't you just log on as netflix customer non-service instead of anonymous?????

    ReplyDelete
  66. who the hell is this anonymous poster that thinks they have all of netflix's answers????? why don't you just log on as netflix customer non-service instead of anonymous?????

    I log on as anonymous because you do too. Using my name won't settle anything... but you can call me "the voice of reason" if it makes a difference to you. And by the way, I do not work for, nor am I affiliated with Netflix in any way.

    ReplyDelete
  67. I love Netflix, but here's a suggestion to make the experience better. I was walking through Blockbuster's new release section and saw a ton of movies that I was interested in viewing, but weren't showing up in New Releases or my Suggestions on Netflix. So, I think Netflix should make a virtual video store "New Release" section.

    Much like the Borders website magic shelf, a continuous scrolling alphabetical display of new release DVD covers, maybe four rows high, just like at the video store. Have the user be able to control scroll speed and have the same click-to-view info that is currently built into the site. Show all movies that have been released in the last 6-months to year.

    Anybody agree?

    ReplyDelete
  68. Stephen, I think the idea is that there is already so much pressure on the new releases that to add a "new release" highlight panel would add even more pressure making them harder to get.

    But there is this page:
    http://www.netflix.com/AllNewReleases?lnkctr=NavAllNewReleases

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  69. @ the anon who keeps answering my posts...

    i do NOT, repeat, do NOT ever have a popular release in my queue...father knows best season 2 disc 3? hawaii 5-0 season 5 disc 3? silent movies? documentaries??

    when these are skipped again and again to go lower to send another such item it makes me angry....if the top items isn't available i understand that, but it says available now...so i want it now...and i don't care if it's shipped from far away either....

    i have never put a blockbuster in my queue and can't foresee myself doing so....

    ReplyDelete
  70. Glad to hear it. I just have one thing to say though and since I have been all over the place and still can't find an email address for you guys I'm going to post it here. (You really need to list an email address some place very noticable. I think a lot of people are like me and would prefer writing to you instead of calling. Just my opinion)

    I'd like to suggest putting everything online instead of having to send out DVDs. It's frustrating because the DVDs are usually dirty and sometimes damaged. I have to fight with almost every one I get before it will play and I have 4 different players so it is not my player causing the problem since it happens on all four.

    I do not want to have to send a movie back and wait for a replacement. Especially since most of my rentals are TV series and need to be watched in order. You guys are fast, but it would still be so much nicer to have everything right there on the site to watch without having to wait for it to arrive by mail.

    I really hope you will seriously consider this.

    Thank you.

    Sandra Goliver

    ReplyDelete
  71. My family initially loved Netflix...we even increased our membership level...now we are disappointed in the availability of top movies. We've waited over a month for popular DVD's and still have not received them.It's almost like you made sure we received what we wanted until you wanted to pursue new subscribers...what's the deal Netflix? Are you inviting us to go elsewhere?

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  72. You really need to list an email address some place very noticable. I think a lot of people are like me and would prefer writing to you instead of calling

    If you've ever used e-mail customer support, then you know it's the pits. 1 or 2 days to acknowledge receipt, 1 or 2 days to address the problem. I or 2 days to acknowledge that problem is fixed. A week to solve a problem that could have been handled in 5 minutes on the phone. Plus, when they used to only offer e-mail support, people complained that they wanted to speak to a real live breathing person.

    I'd like to suggest putting everything online instead of having to send out DVDs
    The problem with this is that the studios do not provide streaming of new movies (even Netflix) They are scared of pirating. That's why Netflix only provide older movies online. The studios have not yet warmed up to the idea of new movies on-line except for pay-per-rent or pay-per-download. Nobody offers unlimited streaming of new movies.

    ReplyDelete
  73. My family initially loved Netflix...we even increased our membership level...now we are disappointed in the availability of top movies. We've waited over a month for popular DVD's and still have not received them

    Netflix is not really a good option for New releases. Too many people want to see them and it doesn't make fiscal sense to stock 9 million copies of a new release when no one will want it in 6 mos. The best option for new releases is redbox (located at McDonalds, Walmarts, etc)

    what's the deal Netflix? Are you inviting us to go elsewhere?
    They are not, but you can try your luck with new releases on Blockbuster online (even worse availability than NF), Blockbuster brick/mortar stores, Greencine.com (even worse) or redbox.com.

    ReplyDelete
  74. Acting like new release movies don't exist is not a way to run a video rental service.

    I'm canceling.

    ReplyDelete
  75. I would like to see a way to rate mpaa ratings. I do not watch 'R' rated movies and therefore find myself fishing through lots of movies I will never watch.

    ReplyDelete
  76. I don't know who you are polling but I think that net flicks needs a lot of improvment. doesn't matter what package you have I think on purpose they only let you get so many a week tryuing to get customer to up their pakage price. the turn around time takes 3 to 4 days and that means you have movies either during the week OR on the weekend not both. I can get a movie watch it that day and return to main post office that night and i stiil don't get it's replacement fast. Blockbuster at least has a system where the returns are scanned in the post office and blockbuster sends a replacement right away instead of waitng until actual movie is in there center. Netflicks also doesn't mail out on saturdays! there is no reason for that the post office is open. which right of the bat adds two waitng days t turn around time and if you have a postal holiday thats a third day so some weeks you wait 5-6 days for turn around time. and the have a lot of missing parts in series when icalled and wrote corporate I was told that that was because it was out of print or and thier contract didn't allow them to by replacements from other sorces. But funny when they couldn't all of season four of farscape who wants to watch epsode 9 17 19 when you cant watch the first part of season that came off of season 3 cliffhanger? Funny though I bought the whole season four brand spamking new off of amason.com And They have too long of a wait for new releases they don't by enough copies should not say very long wait... while i am waiting I am going to give Block buster a try...
    from Disgusted, Disgruntled Doyle

    ReplyDelete
  77. Your turn around time is increasing (4-5 days vs 3 days prior) the availbility of new titles is becoming increasing limited.
    You can toot your horn all you want on YOUR Blog but that doesn't change the fact your customers are becoming increasing unhappy with your service as reflected in just this one comments section
    If you don't change, your customer base is going to fall out from under you...Out of 7 new releases I have gotten ZERO (0) the last 2 weeks...you're not going to keep me with those type of results

    Shape up or I'm outta here.

    ReplyDelete
  78. @Rene Doyle - Rene, ramble much? Just leave. We don't need to hear about it.

    ReplyDelete
  79. If you don't change, your customer base is going to fall out from under you...Out of 7 new releases I have gotten ZERO (0) the last 2 weeks...you're not going to keep me with those type of results

    Mr. T, their customer base is nearly 9 million and growing every month.

    Regarding new releases. Netflix is not a good option for new releases. If you like and have to have new releases, redbox might be a better solution for you.

    ReplyDelete
  80. Here's a problem for you to figure out then:

    I had four tv series in my queue. We'll call them A, B, C, D, and E. A was volumes 1-11. B is 1-3. C is 1-7. D is 1-5. And E is 1-4.

    I received A1-A4 mixed with all of B without a problem- I was able to watch them concurrently. However, I was also sent D1, despite the fact that series' A and C were listed as available now, both immediately before and after shipment. I sent back D1, and received D2-D4. I hoped I could finish off series A, or at least maybe get into series C.

    Instead you've sent me E1-E3.

    What's that mean? It means my queue now looks like this:

    A5-A11, C1-C7, D5, E4.

    A5, A6, C1 and C2 all show as having a wait- so I can accept that those were delayed. But where's the last disc of series D? Prior to sending me this latest batch, it showed as available Now. It still shows as available Now. Yet it's not on its way to my front door. I have another two dozen discs in my queue after series E. Will I be sent all of those before I can get D5? Will E4 also be delayed until you can't find anything else to send me?

    How about the rest of series A? Should I just remove series C from my queue and assume it's a lost cause? Maybe I ought to just clean out everything else except the discs I actually want?

    I'm sure that your intent is to make things easier for the customers by getting them DVDs as quickly as possible, but I'm reaching a point of frustration here, simply because I'm soon going to be at the point where I'll need to start re-ordering movies and tv series discs I've already seen just so I can remember what the heck is going on.

    Could you get the ball rolling on analyzing this problem? Because it'd be nice if it didn't happen again.

    ReplyDelete
  81. I am a Law & Order fan. The last disk arrived at my house in a sleeve titled "Law & Order: The Second Year: Disk 4 174251." Upon removing this disk the label reads "Law & Order: The Second Year: Disk 4. Upon inserting the DVD into my player it reads "Disk 2 Law & Order The Second Year." This is the second disk in a row that has been labeled wrong. In addition, if you select Episodes the next screen offers 4 episodes, play all, menu and on the left side of the screen it says. "To view more episodes please flip this disk." That statement makes no sense because the disk has a label on the other side. As the member requesting Law & Order that statement leads me to believe I am not getting the episodes on the other side. The major problem is Netflix inability to send the correct movie because quality control standards are not met or are non-existent, for Gods sake people check the disk.

    ReplyDelete
  82. What is the deal with the "Anonymous" poster? If this is the same person on all or even most of the comments, you really should have enough guts to list your name and your site, if you have one.

    Otherwise, you shouldn't bother. I, like many others, do not give great weight to anonymous posters.

    Sandra Goliver

    ReplyDelete
  83. you really should have enough guts to list your name and your site

    OK, my name is Bob but I don't have a site.

    ReplyDelete
  84. Well, you must be polling newer customers who don't know any better. I feel for the guy with the macbook pro and connections that far exceed the minimums. I am in the same boat. It is not fair for those with Macs to say "mine works fine, so you must be an idiot". Who knows what the problem could be? But I personally don't want to waste even more time waiting for a tech rep who won't be able to help me with the problem when I finally get somebody on the phone.

    This isn't a hardware problem as it worked fine for the first two weeks after downloading Silverlight. It's not a connection problem as I just got off a chat session with Comcast (of which Netflix should employ as an easier form of communication with its customers). Here I am over an hour later and it is still at 63% buffered and stuck. Yes, I already quit and tried starting the whole 28 minute episode again - same results. I don't think it makes sense to have to reboot the computer between every episode of a season. Do you?

    I do know how good the service can be as I watched Netflix go from a little startup in Los Gatos to the rockstar conglomerate that they are today. I think my membership plan was grandfathered in, as they don't offer it anymore. I LOVED Netflix. It was (and still can be) amazing. What happened this year? The Instant Watching is a disaster for mac users. Please keep your tech support - and even better, beef it up with folks that are familiar with macs. I am not going to call microsoft to fix the problem. That is utter ridiculousness.

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  85. But I personally don't want to waste even more time waiting for a tech rep who won't be able to help me with the problem when I finally get somebody on the phone.

    The avergae hold time is 2-3 minutes. For instance tight now it's 1 minute. They can't log and address problems if you don't let them know. Trends need to be noticed so they can be prioritized.

    This isn't a hardware problem as it worked fine for the first two weeks after downloading Silverlight.
    But what if it's working just fine for us?

    The Instant Watching is a disaster for mac users.
    I'm watching The Last Picture Show on my mac right now. Almost done and no rebuffers or hiccups.

    ReplyDelete
  86. So, there's an update needed to watch the instant view selections now. Was this a secret? Any reason you couldn't just so when I tried to watch the movie, instead of sending me to the system requirements page with no explanation? After giving up trying to watch the movie I finally crawled through the website to get a phone number. Thank you for emailing me the update. Shame on you for making the whole affair a pain in the butt.

    ReplyDelete
  87. I will have to say that it does not surprise me that Netflix is #1, I have been a customer since April of 2008. I have never had any issue, and the only time I did deal with customer service they were very helpful. A DVD had shown to have been shipped and the next day it showed they received it again. I found out later that the shipping label had been damaged. However, the same day I noticed the problem they sent the DVD back out too me. So I got it the day after the problem.

    My only two suggestions for improving NetFlix overall is that if there is a movie or series that is constantly on the very long waiting list, than why doesn't NetFlix obtain more copies? For instance, ER Season 1 (the first three disks) have been on the Very Long list for quite a while. If there is something that is that popular could NetFlix obtain more copies?

    Also, the 500 Query Limit is a bit annoying, I know with the 2-at a time plan and with my time spent on the instant stuff it will take me the next year to actually get through my current list. However, I have found myself keeping a text file list on my computer with movies that my friends tell me about that I can't add because of the query limit. Also, with the Query limit once I start adding TV shows it really limits my space for movies.

    Overall I am very happy and keep sending NetFlix my money. I look forward to new instant content, and perhaps seeing some movies come out on DVD or get obtained my Netflix that I can't find on Netflix.

    Thanks for the great service!

    ReplyDelete
  88. Same comment as Ajira. You could at least pretend to accept suggestions from customers on content you could offer.

    ReplyDelete
  89. Sometimes I think Netflix has this blog just to say "Oh that's cute, they're suggesting things!" and then go on their way without even answering or taking into consideration our concerns.
    --------------------

    Can someone answer the following for me please?

    Some TV series offered Watch Instantly don't have all episodes available for streaming. Some require you to queue up the disk (kind of annoying). Why is that? If you can stream one why can't you stream them all?

    Thanks.

    ReplyDelete
  90. Some require you to queue up the disk (kind of annoying). Why is that? If you can stream one why can't you stream them all?

    In some episodes there are reasons that the studio/distributor couldn't award streaming rights. Sometimes it's like a particular star that appeared or something. That star may be contracted to a different studio and was loaned for a particular episode and the agent won't give distribution rights.

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  91. and then go on their way without even answering or taking into consideration our concerns.

    If you call customer service with your complaints/concerns they will be logged and tracked. Not here.

    The hold times avg. about 2-3 minutes.

    ReplyDelete
  92. For all the people complaining about all the "long wait" disk in thier Netflix queue.
    I've had over a dozen disk on my Blockbuster queue, listed as long or very long wait for over a year! When my account runs out next month I'm through with blockbuster & will give Netflix a try again.

    ReplyDelete
  93. I have been downloading using the Roku box and Comcast broadband for weeks with great results but last night when I tried to retrieve a movie it was so slow that it timed out. I know it was not a Comcast problem because I checked the download speed and it was at 6 megabytes.

    I like your new HDTV option but it would be better if the scale was set to 1080P

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  94. I too am having the Mac freezing problem. Video freezes every 10 or so seconds while the audio keeps going. It didn't do this when the Mac version of Watch Instantly came out, but started about a month ago.

    Any news on this?

    And to those people saying this is a Microsoft problem because Netflix uses Silverlight: you don't understand software. Software is made up of components from many different vendors. When you put them all together, and sell them as a product, you are responsible for supporting them. If the handle on your refrigerator breaks and you call Sears and they say "Sorry, we didn't make the handle on our refrigerator, just the rest of it.", you wouldn't accept that as an answer.

    ReplyDelete
  95. Hey "Bob", you keep braying Netflix can't buy 9 million copies of each new release, but offer no evidence to support your rhetoric. So explain how Redbox can provide new releases to everybody for $1 each, but Netflix can't do it for $2 (their acknowledged average per disc cost strictly enforced by throttling).

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  96. I am very disappointed with your service Why did you decided to eliminate the option to request a new titles on DVD?? Don't you know that by listening to your customer's request Netflix can asure to stay on the competitive market? The reasons you explain by phone are completely absurd that "you have all the movies available on DVD"...excuse me what kind of movies?...well not the ones I am still waiting for.

    ReplyDelete
  97. Well......I came back to Netflix 2 months ago after cancelling 2 years back. It's back to the same old same old reason I cancelled before. I am on the 3 at a time rental, and the last 2 times I got DVD's I only got 2, and the last time only 1 worked. So now I only have 1 watchable DVD, and yet Netflix just took the 17.84 out of my checking account, right on schedule. I have 6 movies in my queue that are on a long wait, so basically I'm going to be screwed unless I put a few movies in that I dont really want to watch. It's a joke, and of course I wont get any money back when I only get 1 DVD at a time, but hell yeah they take the full amount when it's time to get paid! FUCK NETFLIX.....take the shit and shove it up your ass fuckheads.....

    ReplyDelete
  98. BOB, dude enough already, please, please, unless you are being paid by netflix, SHUT UP!!!!!

    ReplyDelete
  99. Well deserved! I've never had a single problem with Netflix and it's a service that's definitely worth more than what's charged.

    ReplyDelete
  100. Check out Gemm.com for all your movie and music needs.

    ReplyDelete
  101. I just bought the CD off of GEMM.com and received it now problem. Anyone looking to buy some music online? I highly recommend this site. They have the best selection of music and prices on the Internet. Their refund policy gave me peace of mind buying over the Internet.

    ReplyDelete
  102. Could we get an estimate on when the Mac software will be fixed?

    ReplyDelete
  103. Could we get an estimate on when the Mac software will be fixed?

    Since it works on two macs in our house and on my brother-in-law's mac, sounds like it may be an issue with your setup.

    ReplyDelete
  104. I'm a bit pissed off that I have to wait for 12 minutes on hold just to reach your customer service department. Why can't I just send you an email?

    Where is the form to let you know about problems with on-demand programs? You have one for DVDs, but there is no online way to report problems with on-demand programs. Am I supposed to wait on hold for 12 minutes to provide feedback?

    ReplyDelete
  105. Ugh, please stop with the spam Brandon Hall. We're not going to go to your Web site so you can steal our credit cards or whatever nefarious thing you have planned.

    As for "Anonymous" if that is your real name. It's pretty lame to post without identifying whether you are a Netflix employee or not. I am not anonymous and neither are many of the posters on this blog.

    Mac streaming generally works fine for me. I seem to get a little bit of stutter in the video, but not bad enough that I can't watch a show.

    Streaming on my LG blu-ray player works okay, but I get inexplicable connection problems from time to time. I'm not sure who to contact. I wish I could just email you or fill out a form and let you know so you could compile some information about who's having problems.

    ReplyDelete
  106. Ugh, don't get Netflix if you only plan to have six movies in your queue. I have only rarely not gotten the next movie in my queue, but I have 244 movies in there just in case. If you want six new releases go get them from a store.

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  107. I agree, this very long wait, long wait, short wait thing is a little frustrating... frustrating... very frustrating! and I agree about the no email thing. Do you think Netflix bothers to read this blog? I hope so. Dumb asses

    ReplyDelete
  108. If you've ever tried to do tech support via e-mail, then you know why they let you speak to a live person.

    ReplyDelete
  109. "L" in the sticks :)January 19, 2009 at 10:46 AM

    Folks, you need to live in the sticks like I do, and then you would really appreciate Netflix. :) We do have a video rental store with a great selection of new release movies, and I can go there if I want. However, I am really into the classics from the 40s and 50s right now. Netflix has served my need, and I have been very pleased with their service and their customer service. When I thought I had lost a DVD, and paid for it, then found it, they instantly credited the amount back the same day. No hassles there, and I appreciated that for sure.

    So far as "Instant" cue, I can't speak to that because our internet connection isn't good enough for it. I wish it were...it looks like a great option I wish I had.

    Thank you Netflix for filling a void for my circumstances.paup

    ReplyDelete
  110. Do you know what else is #1.

    The movie Crash on the Netflix Top 100 for about the 1 millionth week in a row.

    Something is just not right about how that list is updated.

    Is Crash STILL the most requested movie week after week after week after week after week???

    Somehow I seriously doubt it.

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  111. Why doesn't Netflix send us email when we have subscribed to email subscriptions? I want the email with new theater releases!

    ReplyDelete
  112. Is Crash STILL the most requested movie week after week after week after week after week???

    When you factor in time, yes it is. Over the past 2 or 3 years it is the number 1 requested title.

    ReplyDelete
  113. My girlfriend and I live together with separate accounts. I ship my movies back, it takes at least 4 DAYS to get a new movie. My girlfriend sent her movie here is the info.
    "01/22 Shipped Over Her Dead Body
    01/22 Returned Moulin Rouge "
    WHY AM I PAYING FOR THIS!
    and customer service accused me of stealing or breaking the dvds.

    ReplyDelete
  114. Netflix is #1. Wanted to post suggestion just not sure where to put it. I there a way to see current movies in theaters now in whcih we can then click on the save button for when they are avilable at Netflix. I typically go to yahoo weekend box office to see top 10 movies then switch back to netflix to save them for the future. Thanks.

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  115. When I look for a particular DVD and it's not listed, does that mean it's not stocked or they don't know what's going on. The title, followed by NIS, would tell me that it's pointless to search further, under different categories
    and/or spellings. The least they can do if they have no Customer Service is provide rerasonable information on their database. I am not impressed by their lack of expertise in this area and am not even going to attempt the free trial.

    ReplyDelete
  116. After viewing Netflix's defense that it's not feasible to buy large quantities of a particular DVD just to satisfy customer demand, I ask, why not rent them for a week or two or three and return them to the studios for a pro-rated refund when the demand drops. Aren't there any business people out there who can negotiate. They sound pretty dim to me. No wonder we're in a recession with such dull people at the helm.

    ReplyDelete
  117. Disabled CurmudgeonJanuary 24, 2009 at 3:47 PM

    I am very satisfied with: Turn-around time on rented DVDs. DVD selection; waiting for new releases is not an issue for me-- I'll go to the theatre if I reallly want to see something new.
    I am extremely dissatisfied with Watch Instantly. It used to work great. When we were forced to Silverlight, video quality became unwatchable. Really a balance between 'I gotta see this' and 'I'll wait and order this'. What's up with this Silverlight fiasco? I know how to configure it for bitrate (CTR-SHIFT-ALT-S) after the movie starts...but it's only watchable at 500k, and then it's quite "soft". When I called (only option now and dissappointment #2) they gave me a number for Microsoft. Slap in the face. YOU can't get a Microsoft product to work with YOUR services and you really think they'll suss it out with li'l old me? Guess what? Nevermind, call and ask them yourselves.
    I promise your customer ratings will not be the same next quarter. Oh, and all you people sitting on Watership Down ("extremely long wait"), is it better than the book? A BOOK? Maybe I have been spending too much time watching instantly.

    ReplyDelete
  118. Greater frequency of receiving discs with msg "this disc cannot be played". The ones I have been able to play need usually 10 trys befoe successful. My dvd player is fairly new and I clean it frequently leading me to believe the quality of Netfix discs is deteriorating. I love the service but very it is becoming very frustrating.

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  119. To those with Mac problems: Sucks for you. The issue is something specific to a particular chipset, driver version, graphics card, etc. It's not an issue with Netflix, or all systems would have the issue. The Netflix part (movie) works fine. The player (Microsoft) doesnt. Even if you cant see the movie, I assure you it's there and works. :)
    Kinda like how if you play a DVD on your PC, it's not Netflix's problem to make it work since your media player is what causes issues, not their DVD. Same setup here. Netflix provides the movie, if the Silverlight player doesnt work for you, they cant do anything about it. They didnt make it or alter it in any way.

    And for those who dont like "anonymous" posts, oh well. I used to do the technical support. I've seen my share of issues with Netflix streaming that is Netflixs problem. Silverlight on a Mac isnt their problem, they dont need to provide a solution when it works on a larger percentage than it doesnt. You need to find a solution on your own.

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  120. gettiing sick and tired of unplayable worn out dvds,more and more,time for a change,sometimes you got to spend money to make it like replacing your worn dvds.BY

    ReplyDelete
  121. I like netflix; looking at the kind of customers netflix has (if these posts are any indication), I really would not like to be a netflix customer rep and have these pests whine about a very affordable service and a rather innovative company (by the new stuff they regularly add to the website, I have to think that they are listening to the customers).

    I used to enjoy Watch Instantly on my ThinkPad, but I am really glad it now works with Macs (the sound on my MacBook Pro is better than the ThinkPad, which is really a business-only kind of notebook).

    @Bob/Anonymous: thanks for all the answers! With all your enthusiasm, I cannot understand why you do not work for them :) They should pay you big bucks for the kind of service you provided.

    To all the whinies who complained: perhaps you should not make Netflix/visual entertainment such a central part of your life: go out, read a book, talk to fellow humans, lighten up!

    Chuck

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  122. "CHUCK", Why in the hell are you thanking "BOB", he is just as annoying as you are, why do you think they have this blog, for people to whine and complain!!!!
    Why don't you lighten up and read a book you annoying BOOB!!!!

    ReplyDelete
  123. I would like to have this go all the way to the guys running netflix. First, I LOVE IT! However, i live in a rural area(got stationed here by military) and only have dial up. No cable. No DSL. Satellite if i wanna pay for it, and one phone company. So, i wish that i could get a different plan, the instant movie option is quite useless in my case. I'm quite the movie buff, i live 30 mins from snivilization. Anyone got an opinion, besides having military get me away from here?

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  124. I think they have a low plan that gets you like 2 movies a month or something.

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  125. well i was enjoying netflix! But not now. they are back Throttling my account for the last two months. I've been w/ them again for 18 months & left before because of Throttling movies. Available now does not mean they are, system takes at least 9 to 12 hrs to update according to their customer service. i may have movies in queue and all will state available now but will jump to shipping 10 or 15 below. i thought i was doing them a service trying to get movies returned fast so they could get them out to other customers but i see there are others that have same problem if movies are returned to quickly . I have the highest plan they have and decided i need to back off and go back to blockbuster w/ local store close and get their free coupons again. I asked netflix customer service cor corporate office phone # she stated they don't have it, so i asked if i could speak to her supervisor and i did and he did give corporates #, .408-540-3700. Still same explanation expected availability doe not mean available now or now. So there you go "Throttling"

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  126. For 2 days, the Netflix website has been horribly slow to load graphics, making it impossible to perform simple tasks such as reordering my queue. Every other site (including Blockbuster) has not been an issue. I seriously doubt that you will be #1 much longer if you don't correct these issues. And, before you accuse me of having a slow connection: I have not previously had this issue, our connection at work is not slow (we are a Fortune top 20 company).

    This is my only way of informing you of this other than sitting on the phone on hold waiting for a rep (which is an antiquated way of servicing customers). You should at least offer chat if you don't want emails.

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  127. Up until this month I have been more than satisfied with netflix. However, I have had my number one movie, a new release, skipped over for about a month now. If you can't handle the amount of customers requesting a certain DVD then get more DVDs. Simple. If I can't get new releases even a month after their release then what am I paying for? I am glad to see that most of the comments here are complaints. I hope you read them and fix the problems. Because if not, you wont be number 1 for very long. If I had stock in netflix I'd be selling it.

    ReplyDelete
  128. As it's not possible to email Netflix, I will air my views here.
    I'm really very happy with my Netflix service and quiet honestly think most of the complaints sound like a bunch of spoiled Americans! Please look at the big picture and count your blessings!
    I do have to note that recently quite a few movies are not synching with the sound. That's on Instant and on discs.
    Wondering if you're aware of the problem?

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  129. I love using the fitness workouts in the Watch Instantly option on my laptop for my morning exercise. Beats a trip to the local fitness club for variety, convenience and cost. I recently noticed that many of the DVDs indicate that the instant format will only be available until 2/1/2009.

    This category seldom has new DVDs added, and I'm worried that the options will now be really limited. Does Netflix expect to add new titles to replace the ones that won't be available after 2/1?

    ReplyDelete
  130. I was a Netflix member since June 2003....Right up until yesterday, when I fianlly said , enough is enough.
    Primarily, it was the complete inability to ship any of my recent top selections. we went from before Thanksgiving to past Christmas trying to get Wall-E, and when the kids had all seen it at friends, I dropped it off of the list. Now for several weeks no appearance of my top two current "wishes" ( with Netflix, they truely are.....)
    I have gifted my Mom for the last two years as well, but that will be replaced too.

    Anyway, I called up and cancelled. I've had enough.

    I was surprised by Netflix's failure to run any retention program, since my businees could have been saved by just sending me the movies I'd ordered, but no one has contacted me.

    The good news is that I've signed up for a Blockbuster trial, and they're sending me both of those movies right away.
    It's a mystery how they do that, huh?

    ReplyDelete
  131. I dont know why its so difficult to find recent popular titles on the "new release" pages.

    Can you Netflix guys please, pretty please, add a page that lists the movies arriving in theaters weekend by weekend. That way a customer can add/save this title to their queue. I have the HARDEST time finding movies I wanted to watch when they dont arrive to dvd/blu-ray until 4 months later. Your new release page currently does a crappy job of bringing up anything new. I still have not seen Wall-E caliber movies ONCE on that page.

    Apparently you still have the new release to dvd each week, but I had to run circles around the website to find it. However, even as it originally was a year ago, when you could easily find that page, this option still sucks in comparison to a simple page that shows what movies are arriving in the theaters the upcoming weekend.

    For instance, the weekend of Jan. 31st releases movies like Taken, The Uninvited, etc. Make a page that lists all these releases so I can find and save easily a movie like The Uninvited which I dont want to catch at the theater. You could also archive each weekend so if I wanted to go back to the weekend of the 23rd to see what was released, this would be simple as well.

    I've enjoyed Netflix's service, you guys are always speedy, quick to replace, etc. Why you make it so difficult to find these titles is beyond me. I've seen plenty of other bloggers/posters make similiar comments in regards to this.

    I imagine this would also be more cost effective, as you would have a better idea of the volume of rentals you could expect and months in advance.

    Please netflix, make this site not only #1 but make it easily enjoyable too.

    ReplyDelete
  132. This is in response to the Anonymous post above me. Netflix makes you think when you sign up that new releases will be readily available, per their usage of new blockbusters in advertisements (online, in the mail, etc). This is true, when you first sign up. But they utilize a process called throttling, which puts newest customers at first priority for new releases. So when you start becoming not so new, here go the wait times.

    Because of this, they do not make new releases easy to find on their site; simply because they're sub-par in this area. Try this website, which Netflix lists on the homepage of their blog:

    http://www.hackingnetflix.com/

    You will find current new releases, by week. Also you will find non-sugar coated blog entries that depict what really is going on at Netflix, in terms of problems and user-suggested entry subjects. So if you are wondering why a movie you found to be out-of-sync on the instant viewer, which a Netflix employee then made you feel you were the only person on Earth experiencing this problem, you can go on this site and find out that there are countless threads dedicated to this. Roku, for instance, has a completely separate section of their forum just for this purpose.

    And on a side note, I'd like to add that out of my top 21 in my queue, which are Blu-Ray format, about 10 are on Very Long Wait, and nearly 5 have been on Short Wait since November. I'm not a spoiled American, I just believe that I should get what I pay for, especially since Netflix is doing ME a service, not vice versa.

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  133. I currently have 12 DVDs in my Netflix queue and every single one of them has a "short wait" to "very long wait". I just want new people to Netflix to realize that this will happen to you usually after the first few months. You will likely have to wait 3 to 4 weeks to get the new dvds. The Only way at getting around this and getting new release the week it comes out is sending back one of the dvds you have out on Saturday, which Netflix will likely receive on Monday and send out the new dvd the same day. So basically you are ordering a new dvd before it has even been released given that you wont receive it till the day it actually comes out. This is why you sometimes see new titles already waiting lists before the day they are even released. Its ridiculous and Ive written to Netflix many times about the unbelievable waits there are for newer dvds, so now they dont let you email them and make you call them on the telephone if you have questions.

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  134. Also, I just want to add that the only reason I have not switched to Blockbuster's online version yet where there are still wait lists but not nearly as long is because I do like the watch instantly feature of Netflix on your television screen through Xbox Live. And to give them some credit they have been adding some pretty decent movies lately in that department.

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  135. They should make all their movies watch instantly instead of having to wait for the movies you want to watch weeks to finally get in the mail. "Very long wait" isn't exactly fair to those who have had the movie in their que since it was in theaters. I even tried returning the movies I had in time to get the movies I wanted to watch. If it's in your que and you get the movie then great but they should have the option to watch it instantly instead of old movies you don't really care if you watch them or not. It's almost worth canceling and signing up with Block Buster Online at least you can plan to get the movie at the movie store then hit or miss trying to get the movie you really want to watch on Netflix and i've been a costumer since July 2006!!!

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  136. They have to get permission from studios and such to make new movies available to watch instantly right away. But even if they got permission to do that dont think that Netflix wouldnt charge you a dollar or two extra to download a brand new movie instantly.

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  137. I would pay extra to be able to watch the movies I want to watch when I want to watch them. It should still be an option verse what they are doing right now!!!

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  138. I just want to know how Netflix can remain #1 when a member can never get the recently released movies? In the beginning the service was great. Now all I get is "VERY LONG TIME" wait time and Netflix sends me some movie at the BOTTOM of my list. It's not just a few times. It's EVERY week. I talked several more people into signing with Netflix, but this is crappy. I know threatening to cancel is no big deal to them, but it seems everybody is having the same problem. So who gets the new releases??? Netflix employees????? Also, you can't contact them by email and the customer service people on the phone can't give you a straight answer. I hope someone reads this that can answer my questions.
    Thanks,
    Teachergal

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  139. I've been a Netflix customer for several years and was very happy with the service until about the last 3 months. Whatever policy changed about local shipping centers and wait times -- it's been disastrous as far as I'm concerned. Most of the entries in my list are NOT new releases but are more obscure films and anime -- things that are not available at the local video rental stores. If I can't get those types of movies in a more or less reasonable time frame then there's no reason for me to continue to subscribe. For Bob's information -- I have called Customer Service and did not get an explanation about any of this that made sense to me, particularly since the service had been so much better previously. I'm giving Netflix another month and if things don't seem to be getting any better I'm gone.

    Liz

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  140. Telephone conversation with Netflix technical support yesterday...

    NF: Hello, blah blah blah blah blah blah. How can I help you today?
    ME: I can't watch instant play.
    NF: I am very very sorry about that. So you are having problem watching instant play on NetFlix?
    ME: Yes
    NF: I am very very sorry about that. I am sure I can help you, resolve the problem.
    ME: Great.
    NF: Did you turn on your computer?
    ME: Yes.
    NF: Do you have account with NetFlix?
    ME: Yes.
    NF: Do you have a screen or monitor connected to your computer?
    ME: Yes.
    NF: OK, I am sure I can help you blah blah blah.
    ME: Great.
    NF: OK, let's try pressing play.
    ME: OK.
    NF: Did that resolve the problem?
    ME: No.
    NF: OK, let's try playing another movie.
    ME: OK.
    NF: Did that resolve the problem?
    ME: No.
    NF: OK, let's try blah.
    ME: OK.
    NF: Did that resolve the problem?
    ME: No.
    NF: OK, let's try blah blah.
    ME: OK.
    NF: Did that resolve the problem?
    ME: No.
    NF: OK, let's try blah blah blah.
    ME: OK.
    NF: Did that resolve the problem?
    ME: No.
    NF: OK, let's try blah blah blah blah.
    ME: OK.
    NF: Did that resolve the problem?
    ME: No.
    NF: OK, let's try blah.
    ME: We already tried that.
    NF: Did that resolve the problem?
    ME: No.
    NF: OK, let's try blah blah.
    ME: We already tried that.
    NF: Did that resolve the problem?
    ME: No.
    NF: OK, this is a Microsoft issue. Here is the phone number for Microsoft Silverlight technical support.

    MS: May I have your name, address, phone number, social security number, bank account number, and service code.
    ME: Blah.
    MS: How can I help you today?
    ME: I can't watch instant play on NetFlix.
    MS: Please give me every single detail about you system.
    ME: Blah.
    MS: Are you sure that you're not just an idiot?
    ME: Yes.
    MS: OK (Sigh), did you try blah?
    ME: Didn't work.
    MS: Did you try blah blah?
    ME: Didn't work.
    MS: Did you try blah blah blah?
    ME: No good.
    MS: Did you try blah blah blah blah?
    ME: Didn't work.
    MS: OK, this is a Netflix issue. Here is the phone number to call.

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  141. WHAT POLICY CHANGE ABOUT LOCAL SHIPPING AND WAIT TIMES????? I HAVEN'T RECEIVED A NEWLY RELEASED DVD IN SEVERAL MONTHS! WHY DOESN'T NETFLIX PURCHASE MORE OF THE NEWLY RELEASED DVDs TO KEEP CUSTOMERS FROM BEING SO DISSATISFIED? I JUST LOOKED AT MY QUEUE AND THE FIRST 15 OF THE DVDs THAT I WANT TO SEE ARE EITHER VERY LONG WAIT OR LONG WAIT AND IT NEVER CHANGES. I'M GETTING SO DISCOURAGED.
    Teachergal

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  142. Sorry. I didn't mean for my message to go through as Anonymous.

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  143. Wish website had a spot to suggest movies not presently in your inventory; e.g. Charlton Heston's "The Buccaner" about the Battle of New Orleans in War of 1812

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  144. My family and I absolutely love Watch It Instantly! We have been able to watch old TV shows, reruns of series that we have missed, and movies that we just never got around to seeing in the movies. This has been a remarkable value add and I will tell all my friends to try Netflix!

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  145. Hey Netflix, not a big gripe, but like one poster said, how 'bout having e-mail support? Can't be any more expensive having someone answer e-mail than it does having someone answer the phone!
    Second thing - a suggestion. PLEASE MAKE THE RENTAL HISTORY SEARCHABLE so i don't rent the same movie again that I can't always remember that I rented 3 months ago. Sure, I can look through the list (boring) but think how much more efficient it would be if I could search my hsitory.

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  146. The fact that there is no customer service contact number on your contact page says it all. I signed up for a free trial, was billed $9.60 TWICE and can't talk to a person. Canc. the membership and will never be back.

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  147. I have been a long time customer of netflix, even signing up family! I have rarely had a wait for a new release movie but since December 2008, I have been so disappointed. I have movies in my queue months before their release and currently have my #1 movie on a "very long wait" since prior to December. What is the point of having netflix if it is going to be OVER 2 MONTHS for a new release movie to arrive? Now my #2, #3, #4 spots are all on "very long wait" which makes me think they too will be over 2 months to get! I would rather have the hassle with having to drive my movies back to Hollywood Video then to wait over 2months for a new release. I don't know what has changed. I have called customer support 2x and the staff are wonderful but no changes. I even asked if I can get my movies from a different city site and am just told they have short quantities. Sure thousands of movies available but only if you want to wait over 2 months or watch oldies. Instant movies are great, quality is not the best, but awesome idea- maybe the new releases should be instant so they are more available and another option to reach more homes- link up with DISH NETWORK- I would pay my monthly rate to watch any movie instantly on DISH. No more shipping and maybe more people can access new releases- that is my suggestion-

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  148. Mountainman...Ill tell you what has changed...the length of time you have been a Netflix subscriber. Its call the "bait and switch". Bait you during the trial period and first few months with quick rentals...get you to like the service. Then put after you are used to the service and unlikely to cancel, put you on waiting lists for movies so that they can give their newer subscribers first dibs on the new releases. Its not that complicated.

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  149. I'm really enjoying the long waits while Instant Viewing buffers itself. I watch five minutes, then spend ten doing email while it buffers, then watch seven minutes, then watch NewsRadio on Hulu while it buffers, then watch four minutes, then finish that episode of NewsRadio ("Coda"), and so on and so on.

    Great value! I get four hours' worth of entertainment out of a two hour movie.

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  150. I just talked to a representative of Netflix. I tried to explain how unhappy I am that I no longer get my first choices in movies or the new releases. She was very apologetic and basically told me to get used to it because they send the new releases out to the customers who are the least likely to get the new ones. HELLO!!! That seems to be me and several more that have posted on this site. I also told her of the complaints from other customers on this BLOG that Netflix was not aware of. Then she told me if I wanted to see new releases, I probably would not be real happy with their service because that's not what they are set up for. Can any one tell me how to talk to someone at Netflix that is really in charge and cares about customers?? I don't feel any better than I did before talking to her.
    Thanks,
    Teachergal

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  151. Im telling you guys...the key to getting "new releases" is putting your netflix dvds back in the mail on Saturday. I guarantee you that you will get the new releases more frequently if they receive your dvds back on Monday. I dont know why and its ridiculous that we have to do this...but it usually works for me. But be WARNED...if you dont get the "new release" sent to you on the monday before the tuesday it is released, be prepared to wait months for it.

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  152. This is in response to the two posts above mine.

    Teachergal - Ask for a supervisor, repeatedly. The rep CANNOT deny you if you ask to speak to a supervisor.

    Mattp - It's called 'throttling'. Since Netflix was sued, it's stated in their policy. New users get first priority when it comes to new releases. If you do a little research, you will find a lot more written about this.

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  153. Netflix is for new users only or people that could care less what they get sent. After 2 months, you never get your first in queue selection.

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  154. Thanks alot MattP for giving away the secret to those who could not figure it out on there own. May you never get another new release on the day that it comes out!!!!!

    Angry Netflix user...........

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  155. I would've been right up there with the positive opinion about Netflix until today. The strong-arm tactics to push Silverlight on customers means I'll cancel Netflix now. They acknowledge Silverlight drops frames, that customers cannot try the new player first, that neither their phone recommendation nor their website made it clear that downloading the software on any computer means that your account is permanently changed – so, no matter whose computer someone may be using to watch a movie, they'll have to install Silverlight. Losing me as a customer? "we are sorry for that" - obviously their decision to refuse to allow customers to return to WMP - which still works and is not a technological issue - and force a non-working Silverlight – comes from the top, and is the main goal. If the player worked, ok, and eventually it probably will - but until then? - tough luck for the customer is Netflix's answer.

    ReplyDelete
  156. netflix, your choice to eschew a simple email address for customer feedback is RETARDED. so frustrating. you stream movies to my laptop, but you're above email or something.

    smart companies make it easy for customers to communicate with you, ESPECIALLY for issues like what i am experiencing, in which your mailing system thinks my returned DVD was returned by the post office.

    isn't it good business to get your customers to complain to you instead of to their friends, the world, etc? that way you mitigate any damage to the relationship or to your reputation.

    jeez, just 10 years ago we made fun of stodgy old companies who didn't know what email was, and here you are on the digital cutting edge, equally clueless. how far we've come....

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  157. I am growing increasingly frustrated with Netflix. A chink in the armor has appeared in the company that was on the threshold of putting Blockbuster out of business. The wait for movies is becoming too long. I waited over a month for one movie and I am now into my 3rd week waiting for another. I am sure that I could probably go up to Blockbuster and get the movies I want but I sit here every week hoping that Netflix will come through and every week I sit here disappointed. I think we are seeing the beginning of the end of Netflix unless they fix this problem.

    ReplyDelete
  158. Once upon a time the VCR was invented and many people opened up little local stores where one could rent movies and then Blockbuster came along and put all of these locally owned places out of business. Blockbuster was the only game in town. Soon they became lax about their customers and their service because there was no place else to rent movies and it was not long until everyone had a Blockbuster story about how Blockbuster had screwed them in some way and the anger and resentment grew. It was about this time that the prices of dvds began to come down and people decided that it would be better to buy the dvds then have to deal with the idiots at Blockbuster. Then one bright day along came Netflix and we no longer had to buy movies and the villagers rejoiced at the excellent service and the tremendous lack of any hassles. Netflix grew and grew as more and more of the villagers joined up and enjoyed getting movies through the mail but now the mighty Netflix has begun to suck because the villagers now have to wait weeks to get the movie that they want to see. The villagers are beginning to realize that the movie they really want to see is probably sitting on the shelf at their neighborhood Blockbuster and even though the thought of going back to Blockbuster, who screwed them all mightily, sends shivers down their spine they are willing to risk it in order to watch the movie that was just released that they have been waiting and waiting for from Netflix. I am hoping that Blockbuster has learned from their mistakes as I go their to get the movies that I have been waiting so long for from Netflix. To Netflix, I say, it was fun while it lasted and I enjoyed your service but I really do not see the point of continuing this relationship if I cannot get the movies I want. I am going to give Blockbuster another chance.

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  159. I dont know who the are asking for the customer service survey, but mine has been TERRIBLE, wrong DVD in envelope, many delays, and today a DVD that did not work. I'm just about fed up, at least at Blockbuster, I could drive to the store to return a mistake, not wait 4 days for a new one !!

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  160. Good story February 3, 2009 10:49 AM

    I love fiction!

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  161. Hey January 28, 2009 7:47 PM

    I'm sure neither Netflix nor Microsoft used the terminology "blah blah"

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  162. It would be immensely helpful for me, if you included the length of your movies in the description. Also if I could sort movies by rating.

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  163. You will not be number 1 for long because people are getting tired of waiting weeks and sometimes months for new movies. This is getting ridiculous. I suppose I am competing with millions of people for the new movies and as more and more people join Netflix, the waits will continue to grow. I am very disappointed. I loved openning up my mailbox to find movies.

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  164. As a new member, I just wanted to give my input on a problem I've encountered. I have set up a second queue for my boyfriend. But he forgot to change over to his queue when he first added movies. Now my queue has about 20 of his movies. Maybe you could add a feature to move movie(s) between queues?

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  165. Netflix you are losing me as a customer. Why do I have to wait 5 days for a movie when I have 6 movies in my queue. I will be canceling my membership. I was a long time subscriber. Everyone I talk to has dropped netflix or plan to because service sucks.

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  166. Don't get netflix. Service is Slow. Slow. Slow.

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  167. Netflix is not #1. Netflix why do I have to wait for a movie. I am paying you to send me movies and I should not have to wait. Atleast 5 movies in my queue are a very long wait. Why? Some have been out for months. You need to fix your product or you will lose more customers.

    ReplyDelete
  168. I've been looking for a customer service link, but not finding one I'm writing here. I am a former member, and recently recieved an email with the following:

    Dear Susan,

    2 DVD rentals a month delivered for only $4.99 a month.
    That's not an introductory rate, that's the plan price. Plus, you can also watch up to 2 hours of movies & TV episodes online on your Mac or PC for no additional fee.

    When I push on the link the offer is the same as usual: $4.99/month for 1 DVD. This is false advertising. I would like to take advantage of the advertised offer. I am tempted to contact the Better Business Bureau to report this fals advertising - is there any recourse for me?

    ReplyDelete
  169. I've been looking for a customer service link, but not finding one I'm writing here. I am a former member, and recently recieved an email with the following:

    Dear Susan,

    2 DVD rentals a month delivered for only $4.99 a month.
    That's not an introductory rate, that's the plan price. Plus, you can also watch up to 2 hours of movies & TV episodes online on your Mac or PC for no additional fee.

    When I push on the link the offer is the same as usual: $4.99/month for 1 DVD. This is false advertising. I would like to take advantage of the advertised offer. I am tempted to contact the Better Business Bureau to report this fals advertising - is there any recourse for me?

    ReplyDelete
  170. Netflix is number one. WE do love all Netflix does. HOWEVER, I am becoming exceeding frustrated with this error message:

    -------------------------
    Temporarily Unavailable

    We're sorry, some parts of the Community features are temporarily unavailable.

    We apologize for any inconvenience. If you've previously added Friends or Fans, don't worry — we've saved all of your information for you and it will be back in no time. In the meantime, please enjoy the rest of the site.
    --------------------

    over and over all week, I have been having this problem.
    Also I keep getting this message while sending a note:

    We're sorry there was an error in sending your note. Try again later.

    I don't want to TRY AGAIN LATER! I am finding this to be VERY annoying. Is anyone else getting this problem?

    Thanks for any insight!
    Cheers!
    -Matt

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  171. I am so aggravated with Netflix. I can never get the movies I want. The first 16 of the movies in my queue are on "very long wait" list, but my son and sister have about the same list with one exception...they get the new releases! This is crap!!!! I deleted all movies in my queue except for the new releases (some have already been out over a month. Wonder what they'll send me now?

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  172. My watch instantly has started acting weirdly -- in part, it may be due to too many others in my apartment complex competing for bandwidth (I'm guessing they have recently discovered watch instantly).

    Here's the strange thing. I am used to being downgraded to 'Basic' streaming quality when it should be higher, but perhaps is clogged. Lately, though, I get a consistent 'High,' the movie starts to load, and then stops and reports that I have to wait between 1 and 30 hours.

    When Watch Instantly first became available, I was quite impressed at how well it worked for me, if not terrible thrilled by the selection. But now there are some strange technical glitches, and customer service --- well, I'm not about to spend my evening on the phone with a dimwit.

    There should be a manual control to select the desired quality.

    I'm going to check out Amazon.

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  173. Ok... so when I clik on the satisfied button that works great.

    I took the time to make a second call.. why!!!!

    Because I find your customer service to be stellar!!!!!!!

    I have a lot of online experience with customer service for many years. This evening I finally came across a system that works so well you need to know that.

    Wait was short ... a big postive.

    Having a code to enter... never seen one of them before with anyone... huge plus.

    Both customer service reps had a clear connection I could understand them... wonderful.

    Both customer service reps understood my call and were very kind and respectful... Can it get better?

    I have never had any issues of real concern since starting Netflix.. it has all been a most positive experience. Whether I am watching instant, receiving DVDs... course I messed up today but that wasnt a big deal as the first rep I spoke with explained.

    Hell I might upgrade my program with Netflix.

    Thanks for offering a service which should be the pinnacle of the movie rental world.

    Sincerely

    Charles

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  174. I hate the popunders that follow me everywhere.....bad marketing technique...turns people off to your product

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  175. I workrd for netflix in lansing,mi, i was cleaning and inspecting dvds, they said you have 60 days to get up to inspecting 650 dvds an hour, i was let go after 30 days and was doing 500+, only missed 1 day cuz a belt broke on my car, when they time you,they dont even make sure everybody starts at the same time, and 1 time 2 material handlers helped this 1 girl get her sleeve full and the supervisors watched them and didnt stop them, most dont even clean the dvds, just flip them really quick, not really inspecting them at all, it really hurts the people like me that was cleaning every disk, its not something i want to go thru again, but hope things change there for the ones that are doing it right.

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  176. I love net flix with a few small exceptions, there is no way to comment on "real issues" with the movies...such as sound being way to low and no way to turn it up, sound tracks not being in sync with the movie..and quite frankly not enough available to watch instantly.I would much rather watch on my computer then bother with the mailing back and forth of CD's..Which would also save money for net flix...all movies should be available for instant viewing...

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  177. CHARLES...Please do update and let us all know how much you still LOVE Netflix!!

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  178. To teachergal, I am also very frustrated with the long wait for new movies. I did cancel everything out of my que in the hopes that they would send me one of the movies that I have been waiting weeks for but it didnt work. They just never sent me a movie. So now, I am paying 18 bucks a month for nothing.

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  179. I have 6mbps (down)/0.6mbps (up) service from ATT. I've confirmed actual speeds of 4.5mbps/0.6mbps.

    My laptop (macbook pro running 10.5.6) is hardwired to the DSL modem (no routers and no wireless access points). All other computers in the house have been disconnected from DSL.

    My instant viewing from Netflix is marred by video stutters (but no audio stutters).

    A pattern is obvious: ten seconds of normal audio/video...followed by three seconds of frozen video and normal audio...followed by ten seconds of normal audio/video.

    No other applications are running on the laptop.

    Is there any way I can throw more RAM or Virtual RAM at Safari in order to create a larger buffer?

    Or is my problem not unusual?

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  180. ...and yet when I launch Boot Camp (on the same laptop) and watch Netflix from Explorer, there are NO stutters.

    So the problem, I think, is with OS X and Silverlight.

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  181. I love Netflix but I am very confused and baffled by the search engine. When i searched for Katherine Hepburn, I only got one movie, and a bunch of absolutely unrelated movies. Am I not doing it right?

    Also, when will Mac Firefox users get to "Watch Instantly?"

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  182. Yes, I am responding to what Scott Rose aid, I was completely frustrated by not being able to simply email customer service. Giving us a BLOG that perhaps only customers read is a cheap way to have us vent our frustrations, but it doesn't address actual problems. Don't forget that Blockbuster is out there as competition, and they will accept movies back at Blockbuster stores.

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  183. What happened to the option to suggest films that Netflix did not have as long as they were on DVD?

    That was my favorite option on Netflix. I would often (and still all too often) find films that Netflix did not carry. I would use the option to give the title of the film, the year, and a link to Amazon to show it was available on DVD. Now I have no way of doing this.

    This was a very important option as it allowed customers to feel included in the Netflix experience and to have a chance at adding new films to the Netflix library. For optimal customer retention this option is vital.

    Many of the films I want to see - some even up to three years old, with major stars, that are on DVD and were released in the U.S. - are *still* not included in the Netflix library.

    Having no way to even suggest a title to Netflix is frustrating.

    If a competitor comes along who allows this option, I will be switching services.

    All I see now at Netflix is an aging selection of films with only new "blockbuster" titles added. I can go anywhere for that.

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  184. Hey Steve,

    I was a Netflix customer several years ago and LOVED the service, it was great! I had to cancel for a time for financial reasons, but just about three weeks ago eagerly reinstated my account.

    I've received 9 movies since reinstating my subscription. 5 of them - that's over *half* - have been damaged or outright broken and had to be replaced. Two were cracked and unreadable, three were scratched to the point that they either couldn't be viewed or the viewing experience was significantly affected.

    Also, despite having a distribution center here in town (Nashville, TN), it seems to take a day or two longer to receive my discs than it did before (I was in Los Angeles then). You can't help what the post office does, I know, but there used to be same-day processing of returned discs and now it seems like my new disc doesn't get sent out until the next day.

    I love Netflix and would like to continue to be a member, but honestly, if this doesn't improve very soon, I'm going to take myself over to Blockbuster and see if they can do a better job. I'm willing to pay the extra $2-3 a month if it means I can actually view the movies that are sent me.

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  185. I have just cancelled my membership for financial reasons. I deeply regret the need for this.
    In leaving, I would like to compliment Netflix on the excellent service that I have received. This includes very quick turnarounds on getting and returning movies, the ease of site navigation, the excellent condition of the CDs, and the wide choice of movies. Thank you.
    Louise Bell
    elpebe@embarqmail.com

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  186. We love Netflix. The recommendations for our family are right on about 80% of the time.

    The classifications and recommendations under each one make parenting a lot easier.

    Thank you!

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  187. What about either showing rotten tomatoes ratings along with netflix ratings or a link to RT site just as RT has a link to your site.

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  188. Oh man, I can't tell you how happy I am that I found this blog. I actually took the time the other day to complain to netflix about how long it is taking for dvds to get to them. They had the temerity to continue to blame it on the post office. Now that I see how many people are complaining, I'm heading over to Blockbuster to sign up for a trial period to see if they're better. Right now, Netflix has gone so far downhill that I don't want to give them my business any longer.

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  189. Send your email conplaints to Netflix PR. Hurry...they'll probably remove this blog:

    http://www.netflix.com/ContactPR

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  190. Send your email complaints to Netflix PR. Hurry...they'll probably remove this blog:

    http://www.netflix.com/ContactPR

    ReplyDelete
  191. Just want to thank you for the services received the past few months. It's a great service, but It is necessary to "cut back". We wish you the very best

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  192. icanhandlethetruthMarch 1, 2009 at 6:58 PM

    Overall I am happy with Netflix. It gets me the movies and shows that I want in a timely fashion.

    I have however been disappointed that I cannot get certain controversial movies though. For example, I can't find The Path to 9/11 on your site, although I can buy it from overseas suppliers if I am so inclined.

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  193. I was a blockbuster customer first, and I guess because of my location it took me twice as long to receive movies from Blockbuster than from Netflix. Yes the wait for some titles is annoying but I don't think it is any different then going to the store and all their copies have been rented, just have to wiat your turn. I would never even consider going back to Blockbuster.

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  194. I have MAC OS X 10.4.11 both the newest additions of Safari & Firefox and netflix gives me the error watch instantly is not supported for my operating system. Why does is support the older OS but now OS X, that doesn't make any sense. I am really disappointed.

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  195. Netflix doesn't seem to have a way of offering constructive suggestions other than through a blog entry. Here goes:
    There are movies which have not hit the Netflix data base. It would be great to store these titles in a personal area to remind oneself to keep checking when they might appear. An example "Perfect Cappuccino".

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  196. Ok, I have this great idea! My family and many others that I know do not watch rated R movies. I used to get movies called Clean Flicks that were edited like the airline movies. It was so fun because then my family was able to watch all the movies. Then Clean Flicks was told by the major movie companies that they could not edit their movies anymore. So this left a whole group of people to have no where to turn to rent clean movies. So now many of them are buying those dvd players which edit. But I would love to be able to get all my movies from Netflix but my selection is limited. I know that there is a market for this because Clean Flicks was doing a great business. So do you think that Netflix could supply edited movies along with the regualar movies? Thanks Edie

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  197. - next available disc will be shipped Monday.... Tuesday.... Wednesday... - unacceptable!

    - having movies in the queue that go from 'available now' to 'long wait' when they are #1 ? - unacceptable !

    - having movies in queue with 'very long wait' for 3 (three!!!) month now ? - unaceptable!

    - having a 'three at a time' plan and waiting for days now to get the next two movies shipped ? - unacceptable!


    Did someone say "fraud" here ? I called customer support because I was still waiting for two movies
    (will be shipped tomorrow...") and there were at least three movies available in my queue (what about the new policy to ship an additional movie if #1 is not available ???)

    Mysteriously the next movie that will be shipped is one with 'very long wait'.....
    I never had any problems with Netflix in the past 6 years, but right now I think of changing to Blockbuster and reporting Metflix to the BBB....


    I agree with this 100%. I use to be satisfied with Netflix, but now there is a constant wait on the movies. All of the movies on my list have a long or very long wait... RIDICULOUS! ...and the comments that say "your next movie will ship on Tuesday"... it never happens

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  198. If you're #1 why are you so slow to respond to customer needs? We've been demanding "Watch It Now" FireFox support for years now. Where is it?

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