Not to mention, it's really nice when they apologize before I'd even noticed there was a delay. Great company, they're awesome!

A month has 30 days, so 5% is more than a day worth of subscription. So for one day problem, pretty good compensation.

Netflix has always been great with customer service in my opinion. It's really a totally vane, positive type of service, so I can't imagine it would be something anyone would really get angry over.

I think there would be a lot less pissed off customers out there if more companies would figure out this is the positive way to run a business. Apologize, offer an adequate compensation and keep your customers. I really didn't think it was that hard but I guess these people with the 6-figure+ salaries differ in thinking from myself.

I have used Netflix for years & loved every minute of it - I wish DirecTv would take a hint from them in the customer service area.

Netflix has awesome customer service. I have nothing but good things to say about them.

WOW! I just got their email 30 seconds after posting my first comment here! HA! I LOVE Netflix!

Netflix has automated their follow-up inquiries for years. They are awesome, in my opinion.

11 hours? Wow people can't wait an extra day for their DVDs in the mail?

I got this email as well. I did notice the delay so I was pleased by this outcome. It's not much money, but it's really more that Netflix doesn't consider it acceptable for customers to experience service outages (whereas having an outage and doing nothing says, "we're okay with screwing you"). I'm happy to continue giving them my business.

Dear companies - Generally Step #3 isn't even necessary if you do steps #1 and 2 correctly. We're all human and we understand that, sometimes, mistakes happen. Just apologize - quickly and make it right - quickly.

It doesn't even require the credit just as long as customers don't lose money. The first two parts would have satisfied me.

I wouldn't sing their name to the skies, but they did handle this situation properly. Let's wait and see how they handle the next one: properly, or trying to live off of their old reputation?

Netflix is amazing.

@TheUncleBob: amen. a small blip doesn't require money.

@TheUncleBob: I agree but GROWING brand trust isn't a bad thing right? (adding the 5% aka #3)

Kudos for Netflix for realizing that good CS does not require a huge hit to their fiscal bottom line. They are receiving a credit towards FUTURE purchases.

10%, baby

2 dvds maybe?

This was clearly the OP's fault.

He should have realiz--oh wait--nevermind.

The previous posters are correct. That 5% was just a happy token. The fact that they recognize any outage as a major one and respond accordingly to their customers is what makes this a smart reaction. No cover ups, no spin, just a "oops... our bad, but look, its fixed."

Like others have said, I would be happy without the credit. Though, since I haven't gotten this email perhaps I don't qualify (because I was shipping movies back TO them during the delay, unless a ripple effect happened my subscription wasn't changed a bit).

But still, admitting your at fault and saying you're sorry goes a LONG way for me.

The only reason I even noticed the site was down was because I was going to put a different movie on the top of my queue.

I will be happy just with the apology, but hey 5% off is good

When I got this email the first thing I thought was "someone actually complained about this?" Seriously, it's only one day.

Kudos to NetFlix - and exactly why I will continue to use their service and wish Blockbuster a slow and painful death.

@FoxintheSnow: Even if someone did complain (which, if most people are like me, didn't even notice the delay), I think most likely they realized there was a problem before anyone else did, and took proactive action.

5% works out to less than a dollar for most people. I'm glad they admitted their problem, and I'm not mad at them, but a dollar for my troubles is hardly worth it. But who am I to complain about free money?

What? I didn't know about this. I shipped my last movie back to them Saturday. They should have received it and shipped the next Monday, but it was not until Tuesday when the shipped the next movie. Where's my credit!?

FoxintheSnow -- yeah, that's what I thought too. We're talking about ONE DAY. I can see if they shipping system was down for a week ... but ONE DAY?

OTOH -- big props to a big company for doing the right thing and treating its customers well. They probably have made me a customer for life.

hey, blockbuster would have done the same. "We're sorry you didn't get your movies quickly, let us raise your rate so we can have more money to prevent this in the future"

So refreshing to see such great customer service.

My name being Geoffrey, sorta freaked me out seeing that image. Haven't gotten my actualy Netflix e-mail yet, but, Consumerist did it by proxy, I suppose.

I got an email with 10%. Great deal!

@FoxintheSnow: I don't think the delay would have resulted in complaints, but maybe a few people made inquiries. If I experience a delay I'm just concerned the movie went into the wrong mailbox, was stolen, etc. and want to keep track of the situation. They are always amazingly prompt, so in the rare instance I don't receive it on time I know they're not at fault!

They also give you a heads-up when your movie ships from another regional center.

I have been so so pleased with Netflix! My initial hesitation to sign up long ago was due to their selection, but they now rival my neighborhood "film nerd" store in terms of profoundly disturbing titles (don't ask what's in my queue!).

Good on them.

Was there a delay? I didn't notice... oh, wait. Because Netflix just opened a new warehouse a hundred miles closer to my house than the old ones, and shipping has dropped dropped from two days to one.

Damn, I love Netflix.

I know that people are saying they didn't really need #3, but #3 is what separates a company that merely provides good customer customer from a company that people will rave about. Going above and beyond on even the little things is worth its weight in gold in preserving customer loyalty.

Any coincidence that the Netflix stock seems to only go up?

Are you paying attention Blockbuster? Never mind.
My love for Netflix continues to grow. When three movies got lost in the mail, they didn't harass just sent me new ones. I noticed the site was down, but this email was a pleasant surprise. I wish more companies were this proactive.

It would be nice to see this type of apologies from all companies if they were to issue one. PPL know what they would rather hear when you are given attempt at apolgies from companies and feel worse after hearing it. I am going back to Netflix after seeing this.

@rbf2000: Yeah it's not much at all, but nobody actually lost any money here. This is a one day delay in something that has been paid for (and more if you watch enough movies)with the understanding that you get your movies in what like two business days? one day delay cost us users nothing and now we get to save a dollar for one month.

I was more bummed out about not having their streaming service that day than by the one day delay on the DVD. Obviously, shit happens and it's great that they've issued a good apology.

Now, if Comcast could give me a 5% refund whenever their service was interrupted...

I've said it here before and I'll say it again - I've been a member of Netflix essentially since it started, and this is another example of why I stick with them even through their price wars with Blockbuster. I got this e-mail this morning, after vaguely hearing of the computer glitch on the news and not really caring that I got a movie a day late. Great company - you can't get much better than this kind of reaction to a minor problem.

@Kat@Work: Unlike DirecTV, Netflix has competition from the likes of Blockbuster Video as well as numerous smaller outlets. They have to be on top of customer service; DirecTV only competes with cable, and does so by sucking slightly less. It's a sad commentary on the state of American capitalism that so many of our service industries have been reduced to "we suck the least." Still, Netflix has gone above and beyond. I also had no idea they had an 11-hour outage on Monday until reading this article.

@picshereplz:

Now, if Comcast could give me a 5% refund whenever their service was interrupted...

...then people would complain that it's not sufficient to right the wrongs from waking up at 6 AM to watch a ballgame and having no ESPN.

@picshereplz: SERIOUSLY (I'm on charter but it's all the same), I don't think I'd be paying for cable. I think I'm going to start ordering Netflix now.

@richcreamerybutter: I totally agree. I recently got into Czech New Wave cinema, and I'm thrilled with the Netflix selection! And, of course, I'm dying to know what's in your queue...

It's worth pointing out that they might have given the 5% so they didn't have to use employee-man power dealing with the customers who would try to call in and get a credit. By giving everyone 5% they are saving themselves time and work, if not money.

Yeah I'm a recent Netflix convert (from nothing), and I've already had one or two issues that required a call...

BUT, they handle it. Phones are answered promptly, they actually look into the situation, then take ownership of it, and resolve.

Things happen, we understand. It's what you do about that fact that will define you. And Netflix is defining themselves very well, IMHO.

And yeah I got the email this morning.

I've used Netflix for over 5 years and have ALWAYS been treated well. I am a raving fan and I admit it.

I used to get extremely frustrated with standing in lines, poor selections, dealing with nitwit clerks, and paying outrageous late fees at traditional video stores.

Companies like Netflix and Redbox eliminated a lot of the overhead and annoyances and focused on delivering value.

A little technical slip-up is forgiveable when they are a model for excellent customer service and value.

But do they 'take this matter seriously'?

@CCS: totally working my way through Svankmajer, in addition to many questionable French, Japanese, and American 70s and 80s horror, smut, and sci-fi titles, balanced with old "Pee Wee's Playhouse" and "Kids in the Hall" episodes. FYI: they apparently have season 1 of "Mighty Boosh" which impressed the shit out of me.

And, I do genuinely feel bad about my neighborhood place, since they DID deliver by having a copy of "The Possession of Joel Delaney" on VHS (still not on dvd to my knowledge). However I simply cannot afford $3.25 per rental...not with my appetite.