Archive for September, 2004

I am an avid user of NetFlix. I have convinced 3 of my friends to start an account with you. I generally have no problems with your service, but I have noticed that lately, your service has disappointed me.

My main concern is that in the past few weeks, you have been running out of new releases. Most of the time it is on the day they are released. What movies am I talking about? Kill Bill 2, Hidalgo, Hellboy, Secret Window, shall I go on? I work hard to schedule my movie watching and returns, so that can have the latest release mailed to me, the day it is released. But most of the time my hard work is not paid off, and I get a movie that has been released for weeks. In short, I want to watch a new release every week.

I cut back all the pay channels on my satellite service so that I could fully enjoy Netflix movies almost every night. I watch at least 5 Netflix movies a week. I would appreciate it if you had the movies I want to watch, when I want to watch them. Its hard not to notice that, newer accounts seem to be treated better than your older loyal customers. I hope this is not the case.

I sent that email 3 long weeks ago and have not gotten any sort of sympathetic reply. It’s time to get Thugish. The following is an email that I have just sent to NetFlix .

What’s wrong with you’re company? Did the new clever commercial campaign drain your funds and now you can’t stock your movies? Is new Blockbuster service, too much for you? Or do you enjoy not giving your customers they service that they pay for? What am I ranting about you ask? For weeks I have waited with bated breath and a heart full of anticipation to receive the movies in my constantly monitored DVD queue, only to see that the movies that I want are always out of stock. Here is a list of the movies I am talking about and their wait times.

Kill Bill: Vol. 2 – 3 weeks

Hidalgo – 5 weeks

The Three Musketeers (Disney) – 3 weeks

This list is just of the movies with a wait time that are in my queue right now. And they have had wait times since the day that they were released. That’s right, they day the movie became available at Blockbuster, Best Buy, or Hollywood Video you don’t have it. Their have been several others that I had to wait weeks for before they were shipped to me. Why should I stay with you? By the way, this is not the first time I have emailed you about this. Three whole weeks ago, I sent an email and you have still not responded.

I’m gonna make you an offer. If you don’t respond to my email, or compensate me in some form or another I am going to leave your scarlet envelope mailing, no customer service having, deadbeat, defunct .COM company for the new Blockbuster service. I will all also post messages on several websites, blogs, and newsgroups explaining in detail why I left NetFlix. I will make the website ihatenetflix.com explaining my negative experience, and encourage people to post messages of their bad NetFlix relationships. That’s right, your reputation is at stake. So get back at me before I go mid-evil on your ass.

The following is in response to the well written and emotional email, that I sent to Netflix a week ago.

Dear Rodney,

Thanks for your message.

Most of the time, we are able to ship our customers one of the first three movies in their queue. We apologize that this has not been the case for you recently and for any inconvenience this may have caused.

It’s critical to us that we are able to provide our customers one of their top choices consistently and we’re constantly evaluating our movie inventory and buying more movies to match demand as closely as we can.

If you have any further questions or concerns, please feel free to contact us.

Thanks,
Marissa,
Netflix Customer Service