DENVER, COLORADO -- I was watching Netflix, spilled something on my remote, wiped it down and lost everything. Pressed a bad button? Could not get Netflix back on the remote, could not access it. Got first customer service guy, could not speak good English, confusing and reading from a script, didn't listen. Told me it was a bad TV. Got another person, also clueless, goes off a script, does not listen or try to figure it out with logic. Tells me it's my cable or my bad TV. Wasted over an hour by now.
Called cable company, got wasted person with them... got another person who did not help. Another 45 min gone. Still can't get back into Grey's Anatomy, was bingeing. Finally... I needed a geek who would figure out that I pushed buttons and messed it so must do something to reset. Right? Wait. I called the Geek Squad, whom I have a service contract with. He had me reset the computer and the buttons reset, like the guy said, logical and easy. FIVE minutes. 5, count them. Netflix was useless and using outsourced people in far away lands. Shameful.
My wife and I never have time for movies anymore. Between work and the kids we just find enough time to eat, sleep and sometimes get dressed. Our thing is we love shows. We like movies, TV shows, documentaries. You name it. We finally bit the bullet and got Netflix. I think we pay like $9.99/month or something like that. So far I have been pleasantly surprised by how well the service works. For our priced package we can have unlimited movies per month, but you can only have one in your possession at a time.
You can go online and fill up your "queue" and the movies just show up in your mailbox. Once you are done you drop it back in the provided envelope and drop it back in your mailbox. A few days later whatever movie is next in your queue arrives. You keep them as long as you like. You just won't get another movie until you return that one. Beyond the DVDs, also included in the price is access to watch movies and shows online through your computer (or in our case, we use our iPad or iPhone).
Not all movies are available to watch online, but they have a decent selection. New stuff seems to only be mail-order disc, but they have a pretty decent catalog of older movies & shows. We can pull up a cartoon for our kids at anytime/anywhere. It lets you stream up to 2 movies/shows at one time, so sometimes I will be watching something downstairs and my wife will have a show on with the kids upstairs. It also remembers where you left off in a movie if you leave or close it down.
Next time you pull up the Netflix app on your iPad you can just start up where you left off. Pretty cool. If you spend any amount of money at brick and mortar movie rental shops I would recommend looking into Netflix. Saves you so many last minute trips to return a late movie. You only need to walk out to your mailbox. =)
Netflix announces that it is splitting its unlimited DVD and Streaming services and somehow believes that they've lowered costs to its customers in the process? These people are smoking something again! My subscription began at $13.99 when I started as a Netflix customer and it has continued to increase every 6 months while I've seen tools, features and availability of movies decrease significantly. After the latest price increase, I would be paying $23.98. I say "would" because this is the 4th price increase and I believe my last to enjoy.
They've also been notorious for providing tools and features, such as allowing people to see member reviews for helping to select movies, and them taking them away. Movie selection is through a ridiculous process whereby they attempt to make the selection process of equal fairness to paying customers at every level, but instead, through a ridiculous and not very well thought out movie selection and delivery scheme, they end up frustrating everyone by causing people to wait several months to receive a single movie title. Yes, the movies from 1970 and before, which predominately make up the streaming movie list, are available without much delay.
Some of the new encryption technologies that they use on DVDs has been unplayable on my Bose Surround system and after updating the streaming movie selection by adding a "guide", streaming movies now stop and start continuously during movie playback. I have numerous friends who agree and have experienced this same issue but it's been going on for more than a year without acknowledgment from Netflix. Customer service is only available by telephone and they are not capable of handling technical issues. They are there mainly for moral support.
This is by far the most frustrating, poorly managed, customer service running on auto-pilot company you will EVER come across. Hopefully, they will have some direct competition and these ridiculous price increases and monopoly they enjoy now will be smashed right back in their faces for how they've taken advantage of their community.
LOS GATOS, CALIFORNIA -- I have been a loyal customer and evangelist for Netflix for years. I was happy to take the stress of returning movies "on time" out of my life, even though I ended up paying more for Netflix movies than I would to see movies in the theater (I only watched one every two or three months). I was a satisfied customer, getting the service I paid for.
In December I canceled Netflix, and I left angry. I joined Netflix because it was the most convenient way to watch and return DVDs. Netflix decided to shift focus to "online viewing" without considering how many people use their computer for other things and prefer to watch movies on television. Instead of giving a discount to loyal customers, Netflix RAISED the price on everyone who had built their customer base on DVD subscriptions. Then Netflix offered the streaming service cheaper, which made all the DVD customers feel like Netflix was manipulating them and insulting their intelligence. Customers like to choose their products, not be herded into them.
What Netflix should have done was keep the DVD price the same while offering the cheaper online-only option. It's the fact they RAISED their prices on the loyal customers that built their business which is so insulting. But that's not even the most outrageous thing Netflix has done. Today I got a "special offer" in the mail, supposedly to tempt me back to Netflix. For a minute I thought it might be an apology to their old DVD customers and some discount to lure me back. What is Netflix's idea of a "special deal"? It is NOTHING! NO DISCOUNT AT ALL! THE REGULAR PRICE PRESENTED AS A "SPECIAL DEAL"! What the Heck?!
Netflix "offered" me the online-only package for the exact same price as they advertised in December, when I said no thanks and slammed the door. Moreover, they "offered" the same DVD service as I had before for two dollars more - the same RAISED price Netflix wanted me to pay in December? So an offer is "special" just because Netflix says it is? They might be able to fool new customers with that crap, but to send that kind of phony "offer" to former customers is just going to piss them off further.
But perhaps that is the secret plan of Netflix: cash in on the IPO, "fire" all the previous customers, declare bankruptcy, and all the top executives that get away with the spoils will vacation in the Cayman Islands. I hope the FCC is keeping a very, very close watch on all their shenanigans.
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.
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 happens 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 anymore. 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)?
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.
I registered for the one-month free trial back in February and proceeded to login on the smart TV. The movies didn't work, the streaming was terrible, within 5 minutes the selected showing froze. I proceeded to cancel my account online (and little to my knowledge... you are supposed to receive a confirmation email). As far as I was concerned my account was terminated.
We are now in July and my account has continually been charged every month. I called Netflix and spoke with customer service who confirmed there was no activity on my account and that this miscommunication when cancelling the account online is common. I was credited back July and told there would be no problem crediting back the other 4 months but that he needed to transfer me to corporate in terms to do so. Upon speaking with corporate I was told nothing could be done that they see activity on the account for March. When I asked them to state for me what the activity was and to send me a record they refused to do so.
As a customer I am entitled to this information, especially because I never used the account. How can customer service see no activity but corporate office state something different and not be able to back it up with facts?! What kind of customer service is that? At this point I don't even care about the money they basically are scamming from me but I want to make people aware that this company is unreliable and not reputable.
INTERNET, MISSOURI -- There is nothing in the FAQ about this being how the subscriptions work (I checked, read, searched etc before redeeming... just had a bad hunch it was going to be something like this). Just wanted to put this out there. If Netflix is going to do this it should be written and made plan and obvious - not only something the customer learns about after the fact. Just wanted the fact of this out there, so others were aware if they found themselves facing a similar situation. Nearly $100 potentially wasted depending on how long my house takes to sell.
Also, the fact that Netflix has no real customer service should be noted. All ** did was say how the system worked, tell me there was no one else I was allowed to talk to or who could contact me except her supervisor that she could 'Transfer me To' who could tell me no more anyway, and she never offered a solution except "sorry to see you go."
That's unbelievably awful customer service. Even without the issue of wasting the money spent on my gift this customer service set up would make it unlikely I would ever consider using Netflix again. There are plenty of possible solutions for this sort of situation, that Netflix has chosen to just go the route of, if it's messed up it's messed up don't let the door hit you on the way out - is appalling.
Yesterday I decided to temporarily suspend Netflix since my wife and I will be gone for at least 3 months off and on for the next 5 months or so. I suspended my account and received an e-mail from Netflix stating that we can watch their service until October 26th when my current subscription runs out. The e-mail also stated they would hold my current programs in the menu until I restarted their service.
Last night my wife and I were going to watch a movie and lo and behold, they went ahead and stopped the service immediately. Since I was paid until the 26th it only shows their contempt for their customers. It was Netflix that stated they will continue to allow us to view programs until the current subscription runs out. Needless to say, we won't be returning to them after the holidays.