I’ve been a member of Netflix for about 4 years now and can report that I’m very satisfied with the service. When I do have a problem, there’s a live person on the other end of the customer service hot line. My problems are few and far between, but as of my last mailing issue, a congenial customer service rep answered my call.
Yesterday, Netflix experienced a major outage that prevented me from accessing my account and precluded Netflix shipping out DVDs due to their customers. In an act of responsible consumer relations, Netflix apologized to its customers this morning and offered a conciliatory token, a 5% credit on next month’s dues.
Subject: We’re Sorry Your DVD Was Delayed
Dear Andrea,
As you may have heard, our shipping system was unexpectedly down for most of Monday. We should have shipped you a DVD but were unable to. Your DVD was shipped today, Tuesday, March 25th, instead.
We are sorry for any inconvenience this has caused. We will issue a 5% credit to your account in the next few days. You don’t need to do anything. The credit will be automatically applied to your next billing statement.
Again, we apologize for the delay and thank you for your understanding. If you need further assistance, please call us at 1 (888) 638-3549.
-The Netflix Team
I wish other companies would take note of these customer-friendly practices.
- Netflix responded immediately to the problem.
- Netflix made a genuine apology, without making excuses.
- Netflix provide a service discount for my inconvenience, not on upgrades or extraneous services I wouldn’t want, but on the service I use
Now if the could just make their “Watch Now” feature available to Mac users, my service would be perfect.
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