Netflix was having some serious shipping and website problems Monday, and today our inbox is flooded with happy customers asking us to congratulate Netflix. Why?
Reader Eric says:
This is why I love netflix. They had a shipping problem on monday. They didn’t make excuses or just try to slide by. They fessed up, and without my even saying a word to anyone at netflix, I receive this prompt email telling me that they are sorry and are trying to make amends. This is an example of good customer service.
Here’s the email that Netflix sent to Eric:
We’re Sorry Your DVD Was Delayed
As you may have heard, our shipping system was unexpectedly down for most of Monday. We should have shipped your DVDs but were unable to. Your DVDs were 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
Reader Brad says:
The funny thing is, if they hadn’t sent this, I would have never noticed a delay.
But I think it’s important to recognize companies that are getting it right.
Reader Axel says:
Got this message in my inbox today….apparently Netflix had some shipping problems and they delayed the shipment of my movie by one day. Big deal, right? I probably wouldn’t even have noticed it, since I barely have time to watch my Netflix movies anyway. Well, Netflix still found it appropriate to give me a credit on my account because of the problem. Apparently they think that *they* should be the ones to be charged late fees, not their customers! Just another reason that I give them my business instead of Blockbuster.
Reader Ryan says:
This is great service. I wasn’t even aware there was a problem, and yet they fessed up to it and gave me a discount that I didn’t even ask for (or frankly, think was warranted). Good work Netflix.
Reader Elana says:
Sometimes it’s nice to see a company do something unexpected. To be honest, I didn’t even notice the shipping delay from Monday and wouldn’t have. The movie was my husband’s. He works odd hours and often doesn’t
get to his movies for a week or more, so a delay is no big deal. We didn’t complain or contact Netflix. Instead, I was totally unaware of the problem.
This morning, I received this message, the only notification I had of the issue. The approximately $.50 refund wasn’t necessary, but it’s appreciated!
Good job, Netflix.