216704 Curiosities served
NetFlix = NoFlix
Previous Entry :: Next Entry
Read/Post Comments (9)
Up until about two weeks ago, Steffi and I were loving our Netflix subscription. For the first two months we received about 16 DVDs a month, regularly enjoying a movie about once every two days. I guess we're on their "Do Not Ship" list now because we're now only getting about three movies a week, at best, but it also appears that someone is constantly "losing" the films we ship back, and I honestly don't think it's Rickie, our postman...
What follows is the email message I sent off to Netflix Suggestions -- since the company does not allow subscribers to contact Customer Service online.
***
I've been disappointed with my service of late, in large part I think because I have no clue as to "how the wheels turn" in the Netflix engine. For the first two months, I returned and received movies on a regular basis, like clockwork.
Recently, however, this has changed, and I've already reported 2 DVDs missing. The first Netflix found a day after my report. The second is now missing for over 8 days. And now, my most recent return - the OZ, Season 5, disk 3 DVD has also not arrived at a Netflix branch in what I would consider a reasonable amount of time.
Unfortunately, I'll get no response to this email because the instructions above tell me to "Please do not send Customer Service emails to this address, as you will not receive a response. If you have an account related problem, please visit our Help Center." The HELP CENTER, however, only gives me a list of common questions and answers, and there's no way to send a personal email to a Netflix customer support specialist.
What sort of recourse do I have if no one is available at Netflix to take and respond to my emails. Where's the customer service in that?
If I continue to have problems with delayed shippings and returns, I'm likely to cancel my account -- not because I mind getting fewer movies a month but because I now have no idea why my service should be different than in the beginning.
Any chance of getting a response?
A disgruntled and confused customer,
Jamie Bishop
***
To find out what I could do, I did a little Google searching. Here's a link to an interesting page and a long quote from the end of Mike's review of Netflix:
Even more curious, I decided to call Netflix to see, more like to be more reassured that everything was okay. I went to the Netflix website and looked and looked for a phone number... nothing... I found all sorts of email addresses for every other department. Everything from Employment to Public Relations and no phone numbers...
I don't like that.
I guess they don't like to talk to their customers. You know... they like to unilaterally make decisions about your service with no personal touch. We all know it's expensive to maintain phone service, man the phones and pay for all that stuff but from what I've read about Netflix, they can afford to give a little bit better service in this department.
Well I found the phone number by using a little trick. I go to Google and in the search box type the following [+Netflix +phone], without the brackets of course. You can use this trick to find lots of phone numbers for companies that like to duck and hide from their customers. I found ebay's & Paypal's phone number this way when I was having a problem with them as well.
I found the phone number of this site - http://www.texturedigital.com/netflix.html. apparently its a forum for people to discuss their problems with Netflix.
That's when I soon discovered that their are lots of people having problems with shipping. First of all, I can't believe that that many people are dishonest and said they sent it back and didn't. Well maybe there are a few. But Netflix has (I'm sure) a panel of advisors on their board that have calculated this.
Anyway, I get Mike on the phone and immediately I feel like I got in through a back door or something because I have the distinct impression that his fast talking, talk over you and not let you get a word in professionalism is a preprogrammed trait by the Netflix orientation for new employees. So, I used my well honed entrepreneurial bull-headed responses to weave my way to his more human side and I was assured by Mike that holding my movie that didn't make it back wouldn't be held against me...
In summary, I'd say the service pretty good. $20 is a bit steep but it's very easy to just open the mail box a watch some movies. That's is very convenient and lazy. We still go down to the video store to keep the local independent going but we find ourselves taking notes of what movies to queue up on Netflix...
And finally:
Netflix's phone number for customer service is 1-888-638-3549.
What follows is the email message I sent off to Netflix Suggestions -- since the company does not allow subscribers to contact Customer Service online.
***
I've been disappointed with my service of late, in large part I think because I have no clue as to "how the wheels turn" in the Netflix engine. For the first two months, I returned and received movies on a regular basis, like clockwork.
Recently, however, this has changed, and I've already reported 2 DVDs missing. The first Netflix found a day after my report. The second is now missing for over 8 days. And now, my most recent return - the OZ, Season 5, disk 3 DVD has also not arrived at a Netflix branch in what I would consider a reasonable amount of time.
Unfortunately, I'll get no response to this email because the instructions above tell me to "Please do not send Customer Service emails to this address, as you will not receive a response. If you have an account related problem, please visit our Help Center." The HELP CENTER, however, only gives me a list of common questions and answers, and there's no way to send a personal email to a Netflix customer support specialist.
What sort of recourse do I have if no one is available at Netflix to take and respond to my emails. Where's the customer service in that?
If I continue to have problems with delayed shippings and returns, I'm likely to cancel my account -- not because I mind getting fewer movies a month but because I now have no idea why my service should be different than in the beginning.
Any chance of getting a response?
A disgruntled and confused customer,
Jamie Bishop
***
To find out what I could do, I did a little Google searching. Here's a link to an interesting page and a long quote from the end of Mike's review of Netflix:
Even more curious, I decided to call Netflix to see, more like to be more reassured that everything was okay. I went to the Netflix website and looked and looked for a phone number... nothing... I found all sorts of email addresses for every other department. Everything from Employment to Public Relations and no phone numbers...
I don't like that.
I guess they don't like to talk to their customers. You know... they like to unilaterally make decisions about your service with no personal touch. We all know it's expensive to maintain phone service, man the phones and pay for all that stuff but from what I've read about Netflix, they can afford to give a little bit better service in this department.
Well I found the phone number by using a little trick. I go to Google and in the search box type the following [+Netflix +phone], without the brackets of course. You can use this trick to find lots of phone numbers for companies that like to duck and hide from their customers. I found ebay's & Paypal's phone number this way when I was having a problem with them as well.
I found the phone number of this site - http://www.texturedigital.com/netflix.html. apparently its a forum for people to discuss their problems with Netflix.
That's when I soon discovered that their are lots of people having problems with shipping. First of all, I can't believe that that many people are dishonest and said they sent it back and didn't. Well maybe there are a few. But Netflix has (I'm sure) a panel of advisors on their board that have calculated this.
Anyway, I get Mike on the phone and immediately I feel like I got in through a back door or something because I have the distinct impression that his fast talking, talk over you and not let you get a word in professionalism is a preprogrammed trait by the Netflix orientation for new employees. So, I used my well honed entrepreneurial bull-headed responses to weave my way to his more human side and I was assured by Mike that holding my movie that didn't make it back wouldn't be held against me...
In summary, I'd say the service pretty good. $20 is a bit steep but it's very easy to just open the mail box a watch some movies. That's is very convenient and lazy. We still go down to the video store to keep the local independent going but we find ourselves taking notes of what movies to queue up on Netflix...
And finally:
Netflix's phone number for customer service is 1-888-638-3549.
Read/Post Comments (9)
Previous Entry :: Next Entry
Back to Top
