Netflix, Schmetflix
A while ago, I wrote a letter to the founder and CEO of Netflix.com regarding my dissatisfaction over two aspects of my service. First, the turnaround of the DVDs is too slow. For example, one Monday morning I received two emails that two of my DVDs had arrived back at the distribution center. However, they did not leave the center until Tuesday evening.Second, I have "saved" many movies weeks or even months before they are released on DVD, only to wait for weeks after the movie was released before the movie became available to me.
A few weeks ago, I received an email response. Here it is:
Dear Mr. X,
Thank you for your letter. Mr. Hastings makes every effort to read each and every letter addressed to him, but is unable to personally reply to all of them. We appreciate you taking the time to forward us your inquiries regarding our service. Providing the best Unlimited Rental Service possible and addressing our customer's concerns are our top priorities. We are continually striving to improve our subscription service and all feedback and suggestions we receive are carefully reviewed.To offer a fair and balanced service to all of our members, we do give priority to members who receive fewest DVDs through our service. This can cause customers who receive the most movies to occasionally receive movies lower in their Rental Queue more often than our other subscribers. However, this is not to say that all movies will not ship the same day as their DVD is returned or these customers will never receive new releases.Please note, we do not guarantee same day shipments. At present, our goal is to ship customers the DVDs listed highest in their Queue. We try to ship from the distribution center closest to them so that they get movies quickly. Often, on the same day that we receive a DVD, we will ship the next available DVD. In certain instances, the next available DVD will not ship until the next business day following our receipt of a returned movie. This can occur, for example, when a customer's top choices are not available from their closest distribution center or the number of shipments to be processed by the distribution center on that day has been exceeded. When this happens, a DVD likely will ship on the next business day and may come from an alternate distribution center.I have reviewed your account history and it shows that most movies have shipped the same day we received a return. However, some movies have shipped from Duluth, GA, Reno NV and Tacoma, WA, rather than your local distribution center. The shipping process for the next available movies in your Queue started same day we received returns, however the movies did not ship from the other distribution center until the next day. I apologize for any inconvenience this may cause you. If there are any further questions regarding how we process shipments, this information has been available in our Terms of Use. You may reference this information by using the following link: http://www.netflix.com/TermsOfUse?hnjr\u003d8\n\n \n\n. Also as a suggestion, most of the time studios allow us to ship a title before the actual release date. They allow this because by the\ntime your DVD arrives to you, the DVD is available for purchase or rent from your local retailers. After further review, it appears that we are getting titles returned to us on different days. Keep in mind that new releases will be high demand and if you return movies after the release date a movie is made available, the wait time of the movie will change and your chances of receiving a new release title will decrease. So we suggest that you have your titles returned by Monday to increase your chances of getting these new releases."If there are any further questions regarding how we process shipments, this information has been available in our Terms of Use. You may reference this information by using the following link:http://www.netflix.com/TermsOfUse?hnjr=8
Also as a suggestion, most of the time studios allow us to ship a title before the actual release date. They allow this because by the time your DVD arrives to you, the DVD is available for purchase or rent from your local retailers. After further review, it appears that we are getting titles returned to us on different days. Keep in mind that new releases will be in high demand and if you return movies after the release date a movie is made available, the wait time of the movie will change and your chances of receiving a new release title will decrease. So we suggest that you have your titles returned by Monday to increase your chances of getting these new releases.We do apologize for any difficulties you have experienced recently renting new titles and for any inconvenience this may have caused. It\'s also critical to us that we are able to provide our customers one of their top choices consistently and we\'re constantly evaluating our movie inventory and buying more movies to match demand as closely as we can. Unfortunately, we are unable to guarantee the availability of any of our titles. With No Due Dates, our inventory fluctuates constantly. We appreciate you concern with this matter and taking the time to write. If you have any further questions please do not hesitate to\ncontact us.Unfortunately, we are unable to guarantee the availability of any of our titles. With No Due Dates, our inventory fluctuates constantly.We appreciate you concern with this matter and taking the time to write. If you have any further questions please do not hesitate to contact us.
Sincerely,Richard Y
Netflix, Inc.
A typically corporate response.
While Netflix has a great selection, especially in specialty and uncommon subjects, it sure ain't perfect.
What I'm listening to:
- It Ain't Me Babe - Joaquin Phoenix and Reese Witherspoon
- In The Deep - Bird York
A few weeks ago, I received an email response. Here it is:
Dear Mr. X,
Thank you for your letter. Mr. Hastings makes every effort to read each and every letter addressed to him, but is unable to personally reply to all of them. We appreciate you taking the time to forward us your inquiries regarding our service. Providing the best Unlimited Rental Service possible and addressing our customer's concerns are our top priorities. We are continually striving to improve our subscription service and all feedback and suggestions we receive are carefully reviewed.To offer a fair and balanced service to all of our members, we do give priority to members who receive fewest DVDs through our service. This can cause customers who receive the most movies to occasionally receive movies lower in their Rental Queue more often than our other subscribers. However, this is not to say that all movies will not ship the same day as their DVD is returned or these customers will never receive new releases.Please note, we do not guarantee same day shipments. At present, our goal is to ship customers the DVDs listed highest in their Queue. We try to ship from the distribution center closest to them so that they get movies quickly. Often, on the same day that we receive a DVD, we will ship the next available DVD. In certain instances, the next available DVD will not ship until the next business day following our receipt of a returned movie. This can occur, for example, when a customer's top choices are not available from their closest distribution center or the number of shipments to be processed by the distribution center on that day has been exceeded. When this happens, a DVD likely will ship on the next business day and may come from an alternate distribution center.I have reviewed your account history and it shows that most movies have shipped the same day we received a return. However, some movies have shipped from Duluth, GA, Reno NV and Tacoma, WA, rather than your local distribution center. The shipping process for the next available movies in your Queue started same day we received returns, however the movies did not ship from the other distribution center until the next day. I apologize for any inconvenience this may cause you. If there are any further questions regarding how we process shipments, this information has been available in our Terms of Use. You may reference this information by using the following link: http://www.netflix.com/TermsOfUse?hnjr\u003d8\n\n \n\n. Also as a suggestion, most of the time studios allow us to ship a title before the actual release date. They allow this because by the\ntime your DVD arrives to you, the DVD is available for purchase or rent from your local retailers. After further review, it appears that we are getting titles returned to us on different days. Keep in mind that new releases will be high demand and if you return movies after the release date a movie is made available, the wait time of the movie will change and your chances of receiving a new release title will decrease. So we suggest that you have your titles returned by Monday to increase your chances of getting these new releases."If there are any further questions regarding how we process shipments, this information has been available in our Terms of Use. You may reference this information by using the following link:http://www.netflix.com/TermsOfUse?hnjr=8
Also as a suggestion, most of the time studios allow us to ship a title before the actual release date. They allow this because by the time your DVD arrives to you, the DVD is available for purchase or rent from your local retailers. After further review, it appears that we are getting titles returned to us on different days. Keep in mind that new releases will be in high demand and if you return movies after the release date a movie is made available, the wait time of the movie will change and your chances of receiving a new release title will decrease. So we suggest that you have your titles returned by Monday to increase your chances of getting these new releases.We do apologize for any difficulties you have experienced recently renting new titles and for any inconvenience this may have caused. It\'s also critical to us that we are able to provide our customers one of their top choices consistently and we\'re constantly evaluating our movie inventory and buying more movies to match demand as closely as we can. Unfortunately, we are unable to guarantee the availability of any of our titles. With No Due Dates, our inventory fluctuates constantly. We appreciate you concern with this matter and taking the time to write. If you have any further questions please do not hesitate to\ncontact us.Unfortunately, we are unable to guarantee the availability of any of our titles. With No Due Dates, our inventory fluctuates constantly.We appreciate you concern with this matter and taking the time to write. If you have any further questions please do not hesitate to contact us.
Sincerely,Richard Y
Netflix, Inc.
A typically corporate response.
While Netflix has a great selection, especially in specialty and uncommon subjects, it sure ain't perfect.
What I'm listening to:
- It Ain't Me Babe - Joaquin Phoenix and Reese Witherspoon
- In The Deep - Bird York
posted by Peter at 9:21 AM
0 Comments:
Post a Comment
<< Home