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Netflix - Quality Issues

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Anne of San Francisco (1/12/05):
After my sixth totally damaged disk from Netflix, I started (a day ago) to try and contact them online to report the damage and make a complaint - for the sixth time. However, not only could I not connect to the web site "server down" response, but the phone numbers - which I had to Google to find - for customer service are both "temporarily closed". For two days?!!

To make it worse, canceling your Netflix subscription is almost impossible - you have to call and check the "date" to be sure you don't get charged for an additional month, it is almost as tedious to cancel as Earthink! I hope BlockBuster and Amazon kick their butts - what was once a great idea has gone down hill due to very poor - "F-" customer service. Actually, an "F" is too good for them, more like a "Z-". As low as you can go. Everyone should get one month for free...

Katie of Portland OR (2/10/04):
In just over two months, I have received two DVDs that were essentially unplayable due to how scratched they were. There is a check box on the sleeve in which the DVD is sent, where the viewer can note such issues with the DVD, but apparently they don't do much about it. The two DVDs I have gotten that were scratched were SO scratched that I can't imagine the previous viewer hadn't noted it. Their "compensation" is to send you another copy of the movie, but that's not really all that great, given that one "gets into" a movie and once the mood is lost, picking it up a few days later, when one has the time, well... it's not the same.

Mike of San Diego CA (11/21/03):
Their concept is good, and if you tend to rack up late fees on rented dvds, a great one. Big problem is if you get a defective DVD and it skips, stops, even after cleaning it off. This happened more than a few times, and they only offered to replace it, not refund any of the monthly fee of $22. I figured I was receiving one defective DVD for every five good ones, a bad ratio, esp. if the skipping begins somewhere after an hour into the movie.

The straw that broke the camel's back was they sent me a replacement (one I had viewed for nearly the entire film) that didn't play at all. Their customer service people aren't reasonable, and if you tend to rent out a lot of DVDs over the month, they'll put you into a delayed churn, trying to get you to cancel because they're not making a profitable margin off you.

Eddie of Sacramento CA writes (1/31/03):
Absolutely despicable wait times for new DVD releases. For the first 6-8 weeks, I always received the movies I requested. Since then, every new release I request is at least a short wait and most are a long or very long wait (which amounts to 2-3 months to receive the DVD requested). No matter the price, nobody wants to wait 3 months to view a new release - especially when you can run down to Blockbuster and rent it within a week of its release. Netflix has a monthly churn rate of 7% which means they lose 84% of their customers annually - a recipe for disaster and if they hope to remain in existence, they should ensure they have enough of the new releases on hand to satisfy all of their subscribers.

Mary of Santa Cruz CA (8/15/04):
I used Netflix for 2 months. I received scratched and unplayable discs on the average of three times a month. One DVD I reordered three times and each time it was unplayable. That is when I cancelled my subscription.

Ador of Fairfield CA writes (10/24/01):
I have been a member of Netflix Movie Rental since August 2001. For the first two months the average movies viewed were 17 a month; in the month of October my monthly average suddenly dropped tremendously, as of the 24th I only viewed 5 movies.

I inquired through the customer service on Oct 21 (Sun) to find out the reason for nonshipment or replacement of movies received. I was informed to call back on weekdays to speak to their supervisor. The next day Oct 22 (Mon) I called the customer service and I was informed that my membership was suspended, and provided no reason.

In reviewing my membership terms and conditions, upon their receipt of movies replacement should have been mailed the next business day. My membership allows me to have 3 movies out at a time for $21.37 a month. My records indicate one movie was returned and received by Netflix on Oct 6 and the other 2 were returned and received on Oct 10, neither one has been replaced to present.

A clear indication of breach of contract with the paying customer. Their theme, watch all movies you want, is misleading.

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