Hi, this is Jessie Becker, VP of Marketing, with an update about a technical issue we had last night.
From about 5 to 11 Pacific time last night, most Netflix members who tried to instantly watch movies or TV shows on their PCs or Macs were unable to do so.
During this time period, our members could instantly watch movies and TV shows on their TVs via Netflix Ready Devices (Xbox 360, Roku, LG Electronics and Samsung Blu-ray disc players and TiVo HD DVR).
We apologize to those members who visited the site last night and couldn’t watch instantly on their computers. We are contacting those members today to offer a credit to their next billing statement.
Thursday, May 14, 2009
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63 comments:
So did we have to click on the "Not available" to get the credit, or just visit the instant watch section?
So, was this the beta test for blocking those that don't have the specific Netflix-ready devices?
I cancelled my membership 'cause I thought netflix was trying to get me to upgrade my account in order to get the instant video feature.
Netflix is amazing. I did try to watch but feel bad on accident I took the credit. Not a complaint yet!!! Fabulous
If it's fixed, why am I still seeing the same error tonight (using the Silverlight player on the Mac)?
A title I was watching last night was interrupted. Which was disappointing and I'm glad that netflix is prompt with repairs and even communication with CS reps and such. I received an email offering me the credit. The title I was watching when the issue hit I wasn't able to playback on the same pc, however I was able to playback on my netbook. I'm assuming it may have to do with the interruption from last night. I'm going to try and watch other stuff afterwards to see if it is isolated to just that one title.
I would like to commend the team at Netflix for knowing how to treat customers! The 2% offere showed some real class. Netflix has been a great source of entertainment for our family since we signed up.
You sent us an email to apply for a 2% credit since you had an outage last night. Actually, we did not watch any movies from the internet last night, so we won’t apply for the 2% credit.
I am very impressed with the service and this messages to customers when there may be an issue is an added plus.
I plan to be a Netflix customer for a long time.
Thank you,
James Alexander
Tucson Arizona
You know.. I had a small issue last night also. I was sent a "special deal" from Netflicks after canceling my account. So what was this amazing "special deal?" Rent 2 movies a month for 5$. Do you know that I can rent 5 movies from one of those red/blue boxes for that price? And with that at least I don't have to wait 3 days and that is IF the monie is available. Things would be different if Netflix actually put good movies on their instant watch, rather than the horrible ones they have as a advertising ploy that is set up to pull people in but leave them wanting more. You're a service Netflix, not a cashcow, so lower your prices and make all of your movies "instantly viewable."
How do you know who tried to watch. Some of the movies just displayed Unavailable and trying to watch others did not go anywhere???????????????????
But yet no comment on the Blu-ray increase. My membership is on hold until this problem is rectified (currently subscribed to Blockbuster which has been great!). I DON'T WANT TO WATCH MOVIES ON MY COMPUTER YOU STUPID IDIOTS!!! I WANT TO WATCH BLU-RAY ON MY FLAT-SCREEN TV!!!
Why did some get a 2% credit when I only got a 1% credit?
Gee, maybe Patrick could tell us how he really feels now, eh? :-))
Anyhow, my comment doesn't have anything to do with the instant viewing portion of Netflix.
I just couldn't find anywhere else to make a comment that someone might see (ie, Jessie, hope you are reading) without tying up your excellent service staff who are helping folks with real problems.
Being unemployed, I only took on the 1-at-a-time membership. Our last selection was The Andromeda Strain (2-disc). To be honest, it never occurred to me that it would come one disc at a time. I know by the time the second disc comes I'll have forgotten some of the story line. Perhaps at some point in the future Netflix might amend the 1-at-a-time membership so movies are shipped by title rather than by disc.
Just a thought.
Thanks for the great service otherwise and have a great weekend.
thank you netflix I will to be sure tell people about your great movies and honest service, and that 2% credit puts you over the top in my book thanks.
I'm a brand new Netflix member, and I have been delighted with the Watch Instantly option. Never again will I set foot in a movie rental store! I must admit, I agree with AZCowboy and Jason. It is so refreshing to see customer service like that! I was surprised and impressed by how quickly Netflix emailed me regarding the credit. I was trained in the hospitality industry and take customer service to heart. Truly, if other companies had a clue, they would follow the Netflix example. You guys have a loyal customer here! :)
I am having this problem tonight (May, 15) so apparently it still isn't fixed. It took a while for me to even start a stream, and then it lost sound after 20 mins and a few minutes later it completely stopped playing. Especially disappointing b/c the first 20 minutes was enough to peek my interest in the movie.
I still can't stream video via my xBox or Roku device. Tried last night and now this morning. No go.
I think it is amazing that you track this and apply a credit !! thank you for this!!! this is such excellent customer service in a age where it's unheard of!!!
*Suggestion*
For Instantly Watching TV series, could there be a 'Play All' function as there is on DVDs. It's somewhat annoying when I sit down to watch a few hours of these shows and have to get up every 20 minutes to play the next episode.
Also, please keep the TV content coming. I've loved the new Starz content and am looking forward to similar partnerships in the future (ahem, HBO). If you somehow partnered with Hulu, Netflix could be a one-stop shop for people looking to view content online + with a cheaper way to stream content from computer-to-TV (the cheapest at $100?), it could revolutionize viewing.
Anyway, thanks for the service.
**Also** Please consider adding a 'Feedback' section. Ridiculous to try to navigate through these blogs, and who knows if anyone even reads them...
Error code 3904.
I don't know about the other watch instantly movies, but "Timecrimes" is still not streaming.
I tried watching it yesterday and the stream fails not far in.
It was a good movie for the little I was able to watch. Thought I would try again today and it still loses playback at the same spot.
FIX TIMECRIMES!!!!
Where's my credit? With the latest Silverlight 2.0 update that netflix forced me to install, streaming no longer works. Audio works, but I get about 4 frames a second; which aren't even matched to the audio. 100% fail.
Thanks guys. Is there some way to connect with hulu's player? That still works fine.
This price really is way too high.
How come it still won't play on Firefox? I have version 3.0.10
Your website says that instant viewing is compatible on Firefox 2.0 and up. Why can't I view on Firefox 3.0.1???
I've been sending complaints and suggestions that it doesn't work with Firefox and Linux since Watch Instantly started. I saw that Firefox was finally added and tried it with Ubuntu and two different Windows XP machines that far surpass the other requirements. It still doesn't recognize the firefox browser and I refuse to use IE.
I have not been able to watch instantly since the 13th. I keep getting prompted to intall the Silverlight, and I do so, and then it just takes me back to the "install" screen. I cannot access any movies instantly. I have left a complaint with the help center and never received a response.
I thought it was wonderful that Netflix was willing to reimburse their customers - without us begging or demanding. It's rare that you see customer service like that.
We need the upgraded audio codecs...DD/DD+.
This note is to Jessie Becker, VP of Marketing. I am sorry to hear that the Pacific Time members had a glitch with Netflix Streaming. I am a new Roku user and I can tell you (and other members) that STREAMING is the only way to rent and watch movies. Keep up the development on steaming by providing more HD titles and adding Dolby Digital when technically feasible. You are on the right track and minor technical problems should be expected. Regards...Hap
I haven't been able to use the "Watch Instantly" since Saturday (so going on 5 days now) and keep getting the error message that the title is not available. But get the same error message for any title I try to watch.
What's wrong? Do you plan to fix it? When?
Thanks
[I have a Mac for what it's worth]
May I please have a credit for each of the last 60 days that I have not been able to view ANYTHING on the new player ?
Thanks.
Actually, I'll be cancelling my account (after 6 years) when it is due in a few weeks.
Absolutely disgusted with your customer service this year. Why in the world will you not let customers who can't use the new player, but who had no problem with the old player, use the old player until the bugs are worked out of Silverlight?
Why???? Who the heck is advising you?
I was unable to view content, yet I did not receive a credit email. Do you use some kind of random process to select who received it?
I also do NOT like being forced to use Silverlight. The picture is much worse; it has a very grainy resolution that I did not experience in the previous player. Having to load every time you skip back to something previously viewed is ANNOYING and consumes time. And Silverlight's fullscreen does not register your computer as being in use, so it gets put to sleep. The previous player when not paused did not do this.
I want the PREVIOUS netflix player back, or I'm afraid I will just have to cancel my subscription since online viewing is 60-70% of the reason I got it.
I was seemingly forced this week into installing the Microsoft Silverlight player. Now - what was once a brilliant service delivered via Netflix Watch Instantly - is an exercise in frustration and aggravation. A good service - now gone bad.
The SilverLight Player takes at least 5 minutes to determine video quality, and over 10 minutes to buffer. This is compared to almost instant startup and buffering with the old player. In addition, when the show finally starts... the video quality is not as good.
What a disgrace - Netflix. This is aggravating enough to seek out alternate movie provider.
Are any netflix representatives reading this?
Silverlight is horrible. How do the Netflix TV boxes play streaming content? Can't we get that player?
Hulu.com and dozens of other video sites have found way to stream content that any browser can use. I'm sure Netflix is capable of doing the same thing.
By the way, there needs to be a better way for customers to bring suggestions and complaints up. Customer support forums would be a good idea.
I can't view any streaming content on Netflix since the new viewer has been applied (although it was fine, before Silverlight). And I understand that the streaming content is not what we are paying for; we're paying for the rentals. If I can't stream, too bad, the service I'm paying for is the rentals.
So why are people being given rebates
for 1 night of inability to stream?
Is the streaming option part of the paid service, or is it not?
When my internet connection slows, it takes some time for playback to start again. I just have to sit here, or risk missing part of the movie. If I have to scroll back to where I was, the whole process starts over again. I really, really wish I could pause playback when my internet connection slows, so that I could do something else and start playback when I'm ready to watch again.
Where is the option to revert to the old instant watching player? Silverlight is not performing well at all. When panning there is frequently horizontal tearing of the image. Macroblocking artifacts are common. Lip-synch is not correct. And the worst of all there are frequent jitters and judders. The older player was vastly superior (and seemed to use a lot less CPU; thus longer battery life on my laptop). The vista media center plug in is appreciated but also suffers from the jitters and stutters like the crappy Silverlight player.
As of late, I get to watch about 3 minutes of a show before it cuts out to rebuffer, which takes about 10 minutes. It's an incredibly frustrating process, and has changed my previous positive opinion about Netflix entirely. What can I do to keep this from happening?
I simply cannot believe how terrible the online viewing experience has become on Netflix. Five months ago, the software being used worked fine. Silverlite 2.0 is a joke. I've been sitting here for a half an hour at a time while the idiotic thing is buffering.
I used to really like this instant watching, but I'm very disappointed with how much this experience sucks tonight. Good lord. I don't have time for this crap.
Your loyal customers are crying for help! Can anybody at Netflix respond???
Netflix instant viewing is the only streaming site that thinks my Verizon FiOS connection is slow-- this is driving me nuts! Fix it!
I watched a couple of movies this winter with no problem whatsoever on broadband. I could not get the streaming to work last month a couple of times. I tried again to watch a movie. It worked, but it kept buffering every few minutes and the buffering took about 15 minutes per session. The movies I watched this winter never buffered or stalled and played all the way through. This is VERY frustrating. Please go back to the old system!
I agree with Eric. The Silverlight streaming SUCKS. I had very few problems with the IE ActiveX control that you used to use.
Is there any way we can revert back to the old method? Tweak a registry entry perhaps?
Silverlight will ultimately lose Netflix a ton of business if these issues aren't sorted out. The worst part to me is that they act as if the outage was an accident. Everyone is all "Netflix is so noble to offer us this 2% credit!" I'm not going to get into how little actual money 2% of the average person's monthly bill is. My assumption is that this was a very intentional test run of something larger and more insidious than meets the eye.
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Netflix should let overseas military personnel watch the streaming video without having to hack into the system. It encourages piracy.
Anonymous,
How do our military service people overseas hack the system and why exactly?
We've been getting more and more damaged blue-ray discs (cracked same way on the corner). We ask for replacement and return them, but we end up getting the same broken disc in replacement (given it was a rare foreign film). I've been wanting to report this problem but there is nowhere I can comment or call- except on your blog. Please fix this problem! I'm on the verge of canceling the service. Thanks!
I think Netflix is amazing
This sucked glad we got something out of it.
Sorry if this is off-topic; I don't see a related post. The Web site now prompts me to accept terms of use including a EULA that says your software will look for "existing software" on my computer, and that I must accept downloads of new software without notice. This is unacceptable. I can't believe you haven't gotten complaints about this. I won't use the feature until the EULA is modified.
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NetFlix internet ready Blu-ray players failing left and right, too many bugs to list, oh, and we know, it's all the manufactures fault, it's never anything NetFlix has done(excuse is getting pretty lame around here, you all need to get a new one) When will NetFlix partner with someone to get something right, the first time, for once?
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