I got an email from Netflix just the other day that upset me more than an email should. It read:
We’re sorry to report that since Tuesday we’ve been experiencing issues with our shipping system, so many of you have not received DVDs in a timely manner and many of you have not received emails letting you know we got a DVD back from you.
“We pride ourselves in delighting you, and we’ve let you down. We apologize and are working around the clock to restore normal operations. To all of you whose shipments have been delayed, we’ll be automatically applying a credit to your next billing statement. Or, if you are new to Netflix and your first shipments have been delayed, we recognize that this is not a good way to begin your Netflix membership and we’ll automatically extend your free trial.
Our goal is to ship DVDs as soon as possible and to keep you updated. Again, we are sorry for the inconvenience we’ve caused you and thank you for your patience.” – Netflix
The reason that I was upset by this simple email was that I did not realize how fun it was to get those “little red envelops” in the mail. Even though I usually knew what disc was inside – I still got excited. Now that the system is down I started to miss them.
While I am bummed that my DVDs are delayed, I am very impressed by Netflix being proactive in admitting fault before I even noticed the delay. I read some news stories about the system delay after receiving the email to see if there where any details that were left out by Netflix. Shockingly there wasn’t. And since they were upfront and honest from the moment the problem hit most of the news and blog coverage was neutral. No one was bashing Netflix or threatening to cancel their subscription over this. Netflix even beat those extreme customers by giving credits on everyone’s account – and the user did not have to do a thing.
Even though Netflix will never read this blog post I wanted to say kudos to them for handling this delay so well.
And for those of you who do not have Netflix; what are you waiting for? Stop driving to the movie store just to try your luck with the limited choices. You will wonder why you didn’t join sooner.
UPDATE: I noticed that my latest auto-pay to Netflix had the promised discount already applied. While it was just only $5, I was not disapointed. I already rent enough movies or TV shows each month that it more than pays for the membership. Thanks again Netflix!