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Netflix Explanation Letter 9/19/11
Posted by on
What your customers need in this economy is not to go up in price to receive both Qwikster & Netflix. In my opinion it's not your explanation that was needed. I got it when I was notified of the price increase. And I dropped Netflix mailers as a result.

I also read in my local newspaper you are losing the ability to stream with Starz, which gives us more streaming choices. Both of these changes will loose Netflix even more customers. I'm already considering switching.

Shame on Netflix to go up in price to receive the same services I was getting for a lower price. In this economy entertainment is the first to be removed from a families budget.

Denise Gilmartin
     
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ChuhBaca on 2011-09-19:
Where are our alternatives? I've checked into some other streaming type services, but none seem to really offer what Netflix does. I would love to be able to switch to someone that didn't raise their prices.

Additionally, their apology and decision to divide the anger amongst 2 companies is not a real response to the concerns. It's just a song and dance.
drugdoc121 on 2011-09-19:
I chose to keep Netflix despite the price increase. Apparently their streaming rights went from costing 598 million over 15 months to 1.4 billion for next year. No company can absorb all of that on its own. Losing Starz? I'll try to miss that. Heck, that's why I stopped paying for Starz on my regular cable tv. Talk about the same movies ad nauseum. Besides, I heard they're going to add movies from Paramount Pictures, Lions Gate and MGM to their online subscription service. I'm OK with Netflix! However, all who disagree can unsubscribe and they are. God bless our right to do so :)
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Movie services
Posted by on
I am super mad! Netflix raises their rates and then the next day I can't get service for several hours. What is going in? They started out as a great company that helped the individual who was going through hard economic times and an opportunity to ditch cable and then they raise their rates and don't perform. They're just like every other company that's out to make so much money that they don't give a crap about actually giving people entertainment to escape from the real world's daily problems at a price that the guy who really needs it can afford. Everything is for the rich. Does anybody care about the hardworking individual?
     
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Skye on 2011-07-17:
This is how my3cents member, leet60 described Netflix:

"Dear Netflix - You are not allowed to change prices overnight without justification, only we are - Sincerely - The Oil companies"
kinthenorthwest on 2011-07-17:
Netflix has a ton of competitors out there with only 30 day contracts they are going to lose at least 30% of their customers over this.
Netflix's streaming competitors do a far better job, espcially when you consider what one gets.

With Netflix's competitors you get much newer movies right to your TV. As I said before Vudu was streaming the 7th Harry Potter film even before Netflix was offering it on DVD. I wonder how long of a wait it was for that DVD.


With Netflix you have to wait a year or so to stream them or pay an average of 3-4 to rent it on DVD>
MissLeopard83 on 2011-07-17:
I used to love Netflix because of the Instant Play and quick DVD delivery since the regional warehouse is near me. They sometimes had glitches with their website which they would always discount for on your next bill. I had to cancel my service due to financial issues and no job, but I had planned to come back once everything was settled. Now I'm not so sure. I don't like the idea of paying double the rate for the same service. :(
grandma005 on 2011-07-18:
They are doing just what the Drug Stores do. At first they sucker you in with their low prices. Then when they drive their competitors (Hollywood Video and Blockbusters) out of business they start to raise prices and lower services. I knew this was going to happen so I never started with them.
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Do not purchase gift certificates from this company
Posted by on
Do not purchase gift certificates from this company.

I purchased a gift certificate for three months of the 1 DVD (plus internet Watch Instantly) plan, at $8.99 per month. I emailed the gift certificate to my son, who attempted to use it but was blocked from redeeming the certificate without a credit card. He does not have a credit card, and therefore cannot redeem the certificate. I have requested a refund from Netflix, but they have denied me on the basis on a generic "No refunds" policy. As far as I am concerned, they have stolen my money, and they will steal yours as well under similar circumstances.

Netflix states two reasons for requiring a credit card at redemption:
1)"for your convenience," meaning for uninterrupted service at certificate expiry, and
2) as a guarantee against loss for lost/non-returned discs.

The purchase agreement for the gift certificate clearly states the purchaser of the certificate will be held financially liable in the event of a loss associated with the redemption and use of the gift card, so the guarantee required of the recipient is superfluous. In any case, the original purchaser of the gift certificate is never released of this liability.

Meaning, Netflix will not provide service in the case of gift certificate redemption without a double credit card guarantee against loss. This seems unethical and, in my humble option, illegal as well.
     
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Anonymous on 2010-03-18:
Good review.

I received a Netflix gift certificate recently. I was pretty dismayed to find that I had to provide a credit card to get my 3 months of service.

I'm interested to see what will happen when it comes time to cancel. They say they will inform me 10 days before my "membership" is up, but I'm not buying it.


MDSasquatch on 2010-03-18:
Let me fill you in on a few other thing you may or may not know about Netflix. 1. You will not receive an e-mail before you are about to begin your post trial-offer billing. 2. When you first sign up for their free trial, you will get all the best movies right away. 3. After your trial ends and/or you watch too many movies, your account will be "throttled" and most of the new releases will convert to either "long wait" or "very long wait". 4. If you cancel, there is no refund. 5. Streaming videos are limited and don't expect any new releases. 6. Streaming to a PS3 requires a disc to be inserted each time. 7. A lot of the movies they send are rental versions, don't expect to see any of the bonus features.

I have already marked my calendar to cancel my Netflix account before my next bill. It was nice for the trial, but membership is frustrating and limited.
Anonymous on 2010-03-18:
Good to know, MDS, but this complaint wasn't about the free trial. It was a paid-for gift certificate.

Personally, I'm a Redbox fan, but I didn't want to tick off the MIL.
skelly39 on 2010-03-18:
I had a gift certificate from Netflix and canceled no problem. I ended up signing up with them anyway, and you can cancel at any time for any reason or just pause your account. I never had a problem getting any movie. Sorry to hear about all your bad experiences.
MDSasquatch on 2010-03-18:
If you look all the way at the bottom of their web page, you'll see their terms of service link in what looks like a 7-point font. Here is part of what you'll find " In determining priority for shipping and inventory allocation, we may utilize many different factors, including the number and type of DVDs you rent through our service, the membership plan you select, as well as other uses of our service by you. For example, if all other factors are the same, we give priority to those members who receive the fewest DVDs through our service." THAT IS THROTTLING!
skelly39 on 2010-03-18:
MDSasquatch, I don't know if you're yelling in general or yelling at me, but I wasn't disputing what you said. I'm just surprised at the problems that are being reported since neither I nor anyone I know that subscribes has ever reported a problem with having to wait for a movie.
Anonymous on 2010-03-18:
Eh, Netflix is okay. I do applaud them for letting you cancel your subscription online. That's big league CS in my book.

As far as the Netflix gift certificates goes I think it's kind of a sleazy tactic to attach automatic billing/renewal after the gift period. It should be you have to 'opt-in' and not 'opt-out'. Also, the requirement for the gift recipient to provide a cc number is invasive for a 'gift'. Netflix gift certificates sound like a bad idea unless it's for somebody who is already a member.
MDSasquatch on 2010-03-18:
pardon if I seem to be yelling, it is not my intent. I have the following on my Netflix right now - 2012, Hurt Locker, Old Dogs, Amelia, Precious and Couples Retreat. All have "long wait" except for Hurt Locker, which has "very long wait"; I know these are all popular, but their status has not changed since my FREE TRIAL ended. My Sister-in-Law has a very similar queue, and is getting these movies delivered.
skelly39 on 2010-03-18:
MDS, I wasn't sure but thanks for setting me straight. Anyway, maybe I don't have the problems with getting movies because I generally don't get movies that most people want to watch, so I could see how I wouldn't have an issue but others would.
As far as the free trial, Stew, all businesses do that. Doesn't make it right or convenient at all, but they do it. Probably best for the consumer to keep track and cancel the day before the trial is up.
Anonymous on 2010-03-18:
MDS, I sure hope you enjoy Couples Retreat. I'm glad I got that on my Netflix gift certificate, because it surely wasn't worth the money in my opinion.


MDSasquatch on 2010-03-18:
Thanks Dryad, but I have no intentions of watching it; I only added it because my wife wants to see it. I guess I should consider myself blessed that it will never arrive.....
laklisa on 2010-03-19:
I personally enjoyed Netflix when I had them-only reason I let the account go was I switched to Dish Network and didn't see the need to have both. There were a few times when I got annoyed due to movies I wanted had a long wait. I liked them better than Blockbuster due to I could get television shows on DVD and B.B. didn't have them.
David on 2012-01-19:
All the conditions of the gift certificate is spelled out in the terms of service and it is very clear so if you did not know about the gift that is your fault. Since I read the terms I did not gift Netflix gift certificates because I knew about the conditions of the gift. As far as Netflix throttling your account I have never been throttled in 3 plus years I have been a member. I have always received the top dvds on my list. As a matter of fact I ordered the rise of the planet of the apes which just came out and it was sent out the same day it was available on Netflix because I moved it to the number one position.
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Netflix Does Not Honor Promotions
Posted by on
I signed up for Netflix through a United Miles promotion for the frequent flier points on May 14, 2009.

The United Miles promotion was for 4,000 frequent flier miles which Netflix refuses to give me even though it was their system that messed up.

They had a problem with their system that night and it would not take my credit card. It clearly said welcome United Miles Member when I logged in. I called them on May 15, 2009 and the customer service person I talked to also tried to enter 2 different credit cards for me. He said it showed I had signed up as a United Miles member. It finally took the credit card info after 3 days. During that 3 days it was sent to technical support. Now they claim I did not sign up as a United Miles member (which I did) and they refuse to give me the mileage points.

Netflix probably does not honor other promotional sign ups as well. They rip-off members with bait and switch tactics, have system problems and then blame the members. It was their system error that dropped my United Miles sign up. Their customer service person saw it was signed up through United Miles on May 15,2009 but due to a technical glitch someone removed my mileage sign up # sign up from their system. They admit technical issues during that time frame but still refuse to give me the points that I signed up for.

I have been working hard to earn points and this is the first time I have signed up for anything based on a promotion and it will be the last time I do.

I would like Netflix or United Airlines to give me the 4000 frequent flier points that I should have been given when I signed up for the Netflix service. I would not have kept the service at all if I had known they would do this.
I only kept if for 2 months because I was waiting for the points to show up in my account. I finally called and asked about it and that was when I learned they would not honor the promotion and denied my signing up as a United Miles Member.
     
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goduke on 2009-07-17:
Virtually every points program I've ever seen has a way to notify the program when something has gone wrong with the points award, and to get it corrected. You may want to explore that.
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Netflix Skips Over New Movies In Your Queue
Posted by on
EVERETT, WASHINGTON -- Until now I have been happy with Netflix.

I can mail a DVD back to them and get a new one two days later, like clockwork.

I also like streaming movies via TV and XBox.

However, the DVD I get from them is never a new release!

The queue says "long wait" and "very long wait" for all new releases, but that is no excuse.

They need to buy more DVD's if they know there's going to be a long wait.

This is crazy. I've had 5 new releases in the top 5 of my queue for over 6 weeks now. They have been in my queue for so long they are no longer new releases!

I called to complain and the guy basically said "Sorry, those are long waits. It just haappens with new releases, it is a high demand item." I said "How exactly does that help me?"

He had no reply. He then basically said "try Blockbuster"

So that's probably what I'm going to have to do, if I want to see any new releases in my area.

By the way, I get DVD's shipped via the Tacoma, Washington facility (that's what the guy on the phone said).

I don't know if it's better or worse in other parts of the country.

I am not happy with them any more. I'm running out of "old" DVD movies to watch. I've seen everything I want to see except new releases.

I've been "scraping the barrel" trying to find movies I haven't seen or with at least 3 stars.

When my queue gets shorter will I have to wait without getting any movies at all?

How long does a new release have to sit in your queue before you actually get to watch it? (more than 5 weeks so far)
     
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madconsumer on 2009-03-03:
this is what you get for the low cost rentals. I have heard the same thing about now releases, they never get sent out.
Anonymous on 2009-03-03:
You're going to find the same problem at Blockbuster. New releases are in high demand there too and may not be in stock.
jenjenn on 2009-03-03:
I've only had to wait 1-2 weeks for new releases. Plus, when it's ready, they ship it regardless if I already have a movie out. (I only have the 1 at a time plan)
Anonymous on 2009-03-03:
Netflix is awesome...I've always got my movies in my cue on time,with no hassles.

Its great now that I can stream Netflix on my TV from my XBOX360...
Anonymous on 2009-03-03:
I like being able to watch a movie on my terms.It may take me a week or longer to get through a movie..Netflix works for my movie watching style.

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StarEmpty StarEmpty StarEmpty StarEmpty Star
20% of Disk Unplayable
Posted by on
Rating: 1/51
RED BANK, NEW JERSEY -- I've been a Netflix subscriber for several years. We used to experience about 2% unplayable disks. Since Netflix broke off streaming as a separately billed service, the disk service has changed, about 1 in 5 disks is unplayable. We are sent scratched, broken and otherwise visibly damaged disks--disks that never should have left the warehouse.

It's as if they are trying to drive people from disks to streaming.
     
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trmn8r on 2012-09-09:
Helpful complaint. Thanks for contributing. That sounds very frustrating, and would lead many to stop using the service. As you suggest, it is almost as if that is their goal.
FoDaddy19 on 2012-09-09:
You might be right. Streaming has a lot less overhead to deal with, and Netflix might slacking off on the quality control on the disc end of their business.
Suzy on 2012-09-09:
While the percentage of damaged discs we have received is much lower than yours, we do seem to be getting more than when we first started service. The last disc that was damaged had a crack completely through it. Since it was so obviously damaged we had to conclude that Netflix doesn't bother checking the discs each time they are returned, they just reship them to the next person. We had to report it as damaged and get a second copy.

You are right, Netflix is trying to get away from sending discs altogether and just go with streaming so they are not really motivated to give as good a customer service on them. However from looking at their selections of what's available on streaming compared to what's only on discs, they will be unsuccessful for some time yet at going to streaming only if they want to continue to have a big enough customer base to have a profit. In the meantime they had better get on the ball with their disc service or they will lose even more customers that won't be back for just streaming when they finally go that route.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Free Trial
Posted by on
Rating: 1/51
CALIFORNIA -- I applied for the free months trial-was turned down so I canceled my post
my credit card was charged anyway for the monthly fee. I DO NOT WANT NETFLIX AND DO NOT WANT TO BE BILLED ANYMORE.
     
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tnchuck100 on 2012-05-25:
Did you call them and ask for a refund? If so, what did they say? If they agreed but told you it would take 6 - 8 weeks or something equally ridiculous file a written dispute with your credit card company immediately. Many times these companies will try to stall you past the dispute window. Don't let this happen to you. Act NOW.
Anonymous on 2012-05-25:
How does one get turned down for a free-trial? I mean that in a sincere manner...no sarcasm. I too enrolled for Netflix's free-trial and I don't recall any type of authorization or pre-approval steps?
KevinTX on 2012-05-25:
I agree with DIRM, I signed up as well and there was nothing 'attached' that required us to be 'accepted.' Sounds to me that you got charged your 1st months use fee? That's the deal, if you don't cancel in time you have to pay for it. I cancelled ours a well and I don't remember it being an issue at all. Good luck.. seems to me a phone call is in order!
unhappy999 on 2012-05-25:
If you were a prior customer you can not get the free trial, it is for new customers.
Anonymous on 2012-05-25:
We kept our Netflix subscription. I was paying over $30 just for HBO, Cinemax, and Showtime alone. I ditched all three in favor of one low monthly cost of around $8. That coupled with the remainder of our Comcast package, and we've never been happier.
Starlord on 2012-05-28:
Crystal called Netflix to inquire about the free trial and the $8/month membership, and was turned down. They want us to renew at the rate we were paying in Arizona, or $17/month. She told them we were not paying that much for a much reduced service from what we had in Arizona. We had unlimited DVDs and could stream to our PCs. She told them put an egg in their shoe and beat it.
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60% Price Increase!
Posted by on
What a stupid decision to raise costs when people in America are hurting! Who ever made this decision needs to get the hell out of my country! I see now they want to expand gloBally! They will have to! Nobody in America wants there stupid service! Plenty of other services out there!
     
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leet60 on 2011-07-16:
This post reminded me of a Facebook status update I saw a few days ago:

"Dear Netflix - You are not allowed to change prices overnight without justification, only we are - Sincerely - The Oil companies"
Anonymous on 2011-07-16:
Great review! Very informative. I too would be upset with an increase of that amount. I would suggest streaming videos on youtube and others that cost nothing.
Anonymous on 2011-07-16:
leet - see: "Notes From The Edge Of Life" in community forums.
madconsumer on 2011-07-16:
I would be mad as well. entertainment that used to be low cost, is now high cost. makes the free movies on 'comcast on demand' a great option!

very helpful review.
trmn8r on 2011-07-16:
It may be a stupid decision if it affects you personally. Fact of the matter is, it makes more sense for these services to be unbundled for most customers, and now they can focus on each one individually.

Their stock jumped when this happened, which means sentiment is it is a wise business decision. If investors thought it meant a lot of customers would leave, the stock would go down. Time will tell.
clutzycook on 2011-07-16:
No one's going to do anything before August 31, if then. That's when we'll see how sincere the outraged customers are.
Cwazychicken on 2011-07-17:
I can see how some people would be mad and some people, it could save for. I hardly ever got dvds (heck I don't even have a dvd player except my computer), so the streaming was good for me. However, their selection is awful with streaming (if they want to offer it separately, they should add better movies), so I cancelled!
Jamal on 2011-07-17:
Netflix has a good thing going, why mess it up now with a price increase....if you want to do that increase then have it where we can watch any movie or tv show ever made, without renting dvds.....then we'll pay that price increase, other than that...I don't see paying that increase for the stupid movies and shows Netflix is showing now.
limuelG on 2011-07-29:
With a 60 percent rate increase on the way at Netflix, it is believed that the leisure company will forfeit over 2 million consumers. These consumers likely definitely won't be ready to give up loading content on demand totally, leaving an opening for companies like Wal-Mart. Through the recently obtained VUDU service, Wal-Mart will provide consumers streaming HD movies and Television by way of WalMart.com. This might get the business millions in personal loans.
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When the movie loads it starts to play and then loads again and plays a little an loads again
Posted by on
I tried to watch a movie last nite and it loaded movie started and it started loading again so I shut it all down. Started to watch a movie today and it loaded and reloaded and started playing and reloaded again. This was the third time it loaded. What is the problem with it?
     
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MRM on 2011-07-08:
You have a slow internet connection. This is the reason why I dislike streaming videos as it can interrupt your viewing pleasure. I prefer to rent dvds or save videos to my harddrive.
madconsumer on 2011-07-08:
can you allow it to download fully before playing?
MDSasquatch on 2011-07-08:
MRM is right on target.
MissLeopard83 on 2011-07-08:
I used to be a customer of Netflix, too, but had to give them up due to financial issues. I tried streaming movies and I have high speed DSL. Sometimes, their server becomes boggy and very slow. This is the reason for the high number of loads. They need a bigger server.
GenuineNerd on 2011-07-09:
Was this via streaming or via a mailed DVD? If it was a DVD, you may want to try cleaning the disc first. If the DVD is defective (scratched, cracked, etc.) Netflix will send you a replacement if you notify them of the problem. If the problem involves streaming, it could be your internet or Wi-Fi connection.
Netflixer on 2012-01-13:
Constant reloads interrupt streaming. My DSL isn't slow. But you need a 64 bit computer. I fully understand technology is evolving, but NETFLIX not advising potential customers of system requirements is sleazy marketing.
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Serious, Innovating And Reliable.
Posted by on
I've been a customer for over 4 years now. Never had a single problem. Billing has been impeccable, the DVDs come fast and the selection is quite impressive. I use the "watch it now" feature a lot. It's awesome and the picture quality is excellent. Sometimes I do keep DVDs sent to my home for an extended period of time. I was never charged a late fee for that. Right before the stock market crashed, I bought a bunch of Netflix shares because I thought the service came to stay.

Boy, was I right? I made money when most people lost. :) Back to the service, I do my part as a good customer. I make sure my card number is current and pay my bill on time. I change plans according to my necessity and they are very clear about all the rules. I was never overcharged.

As a matter of fact, I lost a DVD once and they charged me $25 bucks for it. I thought it was a little too much, but paid without questioning. A few weeks later I found the lost DVD and sent it back to them. My money was refunded immediately, which tells a lot about how fair the treatment is. In in other words, they are not looking to make the last buck on you. They want to keep you as a customer. In a Country like the USA, where customer service means time wasted on hold, rude representatives hanging up on you and plain and mean corporate greed, Netflix has been an oasis of reliability and respect for my consumer's rights. Good job!
     
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Alain on 2010-11-15:
Sounds pretty good!
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