Great Customer Service

march 26, 2008

I know I complain a lot about different companies.  But, there are times when companies just do the right thing for their customers -- even without asking.  And those companies, I like to write about too. At Netflix, I've been a customer for years, I still have an old discount applied to my account and I pay around $15/month (with tax) for a three-out-at-once plan.  This month, I've been watching a lot of movies -- so far about 20 movies.  So, I'm one of their "bad" customers when it comes to their bottom line.  They just started throttling me, which I still despise, but understand. On Monday, they received a movie and shipped one -- at least that's what the notification email I receive said.  Well, I usually receive the movies shipped the day after they ship.  So, yesterday, I was surprised to not find a movie in the mailbox.  I feared that maybe someone stole it.  Or maybe it got lost somewhere between San Jose and...well...San Jose. This morning, I got an email from Netflix (below) letting me know that they had an issue with their shipping system Monday.  The movie that was supposed to have shipped Monday was actually shipped yesterday (and I'll probably get it today).  If it was just that, I would have still been happy because they at least let the end-users know that there was an issue -- instead of hiding it. But, Netflix decided to go the extra mile and issue 5% credits!  Wow!  Now that is great customer service.  Not only did a company fess up to an issue that would have been overlooked by most of their customer base; they also issued credits as a way of saying "sorry for the inconvenience".  Lots of companies spend more time and money than that trying to hide issues, I am glad that Netflix decided to go down the right road.  Kudos to Netflix for doing things right.

We're Sorry Your DVD Was Delayed    Dear Steve, 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