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Netflix

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Everyone agrees this is a good concept -- pay a flat monthly fee, get an unlimited number of DVD movie rentals. But the question is -- how well does it work? That's where the picture sometimes gets a little scrambled.

The company's new instant player may resolve many of the delivery issues that have annoyed some consumers.

Michael of Edinburg, IL March 28, 2006

Michael of Edinburg IL (03/28/06)
Netflix sends out damaged DVDs, the wrong DVDs and "sits" on incoming rentals, if your turn-around is too fast for their taste. Their interactive web site makes it so the real problem situations cannot be described, ("That can't happen!), so their false claims of good service can be "backed up" with biased data. I've been waiting for weeks for "Jarhead" and the status is still "long wait". I've had it on my queue since before it's theatrical release. Could that many customers have beat me to it? I also had "Crash" on my list, long before the Oscars.

After the Oscars, it went from 3-5 days to "long wait". Now, in the past couple weeks, I've been getting junk like "Canonball" a 1976 David Carradine movie, that I didn't order, in lieu of a late relase. So, I'm done... I cancelled.

Bonnie of Reston, VA March 25, 2006

Bonnie of Reston VA (03/25/06)
I joined Netflix in December of '05. Tried the service for 2 months and found that I didn't use it enough to justify being a member, so in February I cancelled my membership. I had a dvd that I returned a couples days after I cancelled my membership, which was alright with them if I returned it within 5 days after I cancelled my membership, which I did, but they claim they have never received it and have charged me 21 for the movie.

I contacted my post office and my postal carrier and he said he picked it up from my box and back to the post office. Now there is a chance it may have "gotten lost" in the mail, but after during some research on Netflix I have found very similiar complaints of being charged for "lost" dvds.

Rw of Fremont, CA March 22, 2006

Rw of Fremont CA (03/22/06)
They systematically and intentionally degrade service for long-time customers. And, unfortunately, customer service directly lies about it. When I was new, turn-around times were great. Over the last few months, my wait times have grown very long, into the order of months.

The last straw was requesting the new Harry Potter and Pride and Prejudice. I added them to the top of my queue, and was told the status was a "Short wait" (meaning less than 2 weeks). The next day they had magically become "Very Long Waits" (meaning up to 4 months). I wrote, asking what had happened. After rejecting two automated replies that didn't answer my question, I received one that said they had no way of accurately estimating their wait times, and every customer dealt with the same waits.

However, my friend joined to see what would happen. She ordered the same two movies, was told they were available immediately and received them two days later. Meanwhile, my queue still showed them as very long waits. And, to date, Netflix has not replied directly to my e-mails asking for a clear explanation.

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