Netfix-regret
08-24-05 | 01:56 PM
#26
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Guess it all depends on where you live. I can send discs in and they are checked in the following day - the next discs in my queue are generaly shipped out the same day the returns are checked in and I receive them in 1 to 3 days.
I have been with Netflix for a number of years now and have yet to notice them throttle my account - starting about 4 months ago my discs started showing up much faster then previously.
I have been with Netflix for a number of years now and have yet to notice them throttle my account - starting about 4 months ago my discs started showing up much faster then previously.
08-25-05 | 04:37 PM
#27
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I've been with Netflix for about a year-and-a-half now and have had pretty good service for the most part although I have a experienced some slow periods. Still, I usually get two day turnaround each way: two days to Netflix, new movies sent, two days back. This way, I get three movies a week, but I figure it's the best I can do since I live a state away from the nearest distribution center.
I think, though, that I'm being throttled now. This summer, I switched to the 5-out plan since I had the summer off. So far so good, but Monday, I sent three movies back, all at the same time from the same place. They recieved one Wednesday and sent out a new one. Then, they "received" one today and aren't shipping another one until tomorrow. They "haven't even received" the third one yet. I sent them the following email:
Any bets that either (1) they won't respond, or (2) they'll say it's the post office's fault? This is bunk. I found it very hard to believe that all three discs got separated in the mail. I do love having Netflix, but this is really sneaky business practices and it makes me want to dump their asses on principal alone.
I think, though, that I'm being throttled now. This summer, I switched to the 5-out plan since I had the summer off. So far so good, but Monday, I sent three movies back, all at the same time from the same place. They recieved one Wednesday and sent out a new one. Then, they "received" one today and aren't shipping another one until tomorrow. They "haven't even received" the third one yet. I sent them the following email:
I have heard a lot on message boards concerning Netflix's unadvertised practice of throttling customers' dvds, and I believe I'm finally seeing that first-hand.
I've been a customer of Netflix for a year-and-a-half now, and I've always been happy with the service except for a few minor problems here and there. This summer, as I did last summer, I upped my rental agreement to 5-out since I'm a teacher and have summers off. This week, I sent back three dvds on the same day at the same time from the same mailbox in the same post office. One was posted as received yesterday and a new one was shipped. One was posted as received today (Thursday), and a new one says it's shipping tomorrow. The third has not been posted.
How is it that three dvds shipped from the same box in the same post office on the same day at the same time each arrives to you on different days? And why is my replacement movie being held until tomorrow? This smacks of throttling to me, and I don't appreciate it at all.
I would like a response on this issue, and I'd prefer a response other than "it's the post office's fault." I could understand if one dvd arrived later than the others, but all three being split up? That's seems highly unlikely.
I've been a customer of Netflix for a year-and-a-half now, and I've always been happy with the service except for a few minor problems here and there. This summer, as I did last summer, I upped my rental agreement to 5-out since I'm a teacher and have summers off. This week, I sent back three dvds on the same day at the same time from the same mailbox in the same post office. One was posted as received yesterday and a new one was shipped. One was posted as received today (Thursday), and a new one says it's shipping tomorrow. The third has not been posted.
How is it that three dvds shipped from the same box in the same post office on the same day at the same time each arrives to you on different days? And why is my replacement movie being held until tomorrow? This smacks of throttling to me, and I don't appreciate it at all.
I would like a response on this issue, and I'd prefer a response other than "it's the post office's fault." I could understand if one dvd arrived later than the others, but all three being split up? That's seems highly unlikely.
08-25-05 | 11:27 PM
#28
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It originally took some digging before I found the email address to send in a complaint.
Once I found it Netflix did promptly respond, but as you mentioned they will have a lame excuse, usually blamming the post office.
Once I found it Netflix did promptly respond, but as you mentioned they will have a lame excuse, usually blamming the post office.
08-28-05 | 10:43 AM
#30
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Hope I'm not just talking to myself here, but Netflix finally responded. Their response was exactly what I expected:
My reply:
I know this is an exercise in futility on my part, but this practice is just not right. If they want to put limits on the amount of dvds you can get each week or each month, then they should be up front about it. I don't expect another response from them, but we'll see if the "USPS" is going to suddenly and repeatedly slow down on shipments for me.
Dear Mike,
Thank you for contacting Netflix.com customer support!
We apologize for any inconvenience. I would like to inform you that we do
not have control over the USPS delivering system. Movies are sent by first
class mail and usually arrive or return within about one business day
following shipment. We will send you an e-mail letting you know when we have
shipped your DVD and when you can expect it to arrive. We do not ship on
weekends or holidays.
Our goal is to ship you the DVDs listed highest in your queue. We try to
ship you DVDs from the distribution center closest to you so that you get
movies quickly. In certain instances, your top choice may not be available
to you from your closest distribution center, which can sometimes cause a
small delay.
If you have any further questions or concerns, please feel free to contact
us.
Thanks,
Therisa,
Netflix Customer Service .
Thank you for contacting Netflix.com customer support!
We apologize for any inconvenience. I would like to inform you that we do
not have control over the USPS delivering system. Movies are sent by first
class mail and usually arrive or return within about one business day
following shipment. We will send you an e-mail letting you know when we have
shipped your DVD and when you can expect it to arrive. We do not ship on
weekends or holidays.
Our goal is to ship you the DVDs listed highest in your queue. We try to
ship you DVDs from the distribution center closest to you so that you get
movies quickly. In certain instances, your top choice may not be available
to you from your closest distribution center, which can sometimes cause a
small delay.
If you have any further questions or concerns, please feel free to contact
us.
Thanks,
Therisa,
Netflix Customer Service .
Thank you for the form letter response. It's exactly what I expected. I
didn't really expect you to address throttling at all since it's something
I'm sure you are trained to ignore as if it didn't exist. Problem is it
does, and your customers are aware of it. As a matter of fact, Netflix is
getting quite the reputation for this sneaky business practice. Peruse some
dvd boards sometime and you'll know what I mean. You advertise unlimited
dvds and then install practices that limit customers' dvds all the while
pointing your fingers at the USPS.
I've been a Netflix customer for 1.5 years. I will stay with Netflix for now
and monitor the situation. If I feel I'm being throttled again, I will move
over to Blockbuster and try their service. I also understand Amazon is
coming out with a similar service. I don't mean this as a threat since I'm
sure you could care less what I do. What is one customer in the grand scheme
of things? However, I do think you should seriously reconsider this practice
of yours. People are talking, and the more competition that opens up, the
more likely you are to lose some serious business. This one unsatisfied
customer leads to two to three to a hundred to a thousand and so on.
Thanks again for the form letter. Cheers.
didn't really expect you to address throttling at all since it's something
I'm sure you are trained to ignore as if it didn't exist. Problem is it
does, and your customers are aware of it. As a matter of fact, Netflix is
getting quite the reputation for this sneaky business practice. Peruse some
dvd boards sometime and you'll know what I mean. You advertise unlimited
dvds and then install practices that limit customers' dvds all the while
pointing your fingers at the USPS.
I've been a Netflix customer for 1.5 years. I will stay with Netflix for now
and monitor the situation. If I feel I'm being throttled again, I will move
over to Blockbuster and try their service. I also understand Amazon is
coming out with a similar service. I don't mean this as a threat since I'm
sure you could care less what I do. What is one customer in the grand scheme
of things? However, I do think you should seriously reconsider this practice
of yours. People are talking, and the more competition that opens up, the
more likely you are to lose some serious business. This one unsatisfied
customer leads to two to three to a hundred to a thousand and so on.
Thanks again for the form letter. Cheers.
I know this is an exercise in futility on my part, but this practice is just not right. If they want to put limits on the amount of dvds you can get each week or each month, then they should be up front about it. I don't expect another response from them, but we'll see if the "USPS" is going to suddenly and repeatedly slow down on shipments for me.
Last edited by Boot; 08-28-05 at 10:47 AM.
08-29-05 | 12:43 AM
#31
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For a time, Netflix was admitting in their emails that they had limited resources available for serving their customers and would, therefore, prioritize based on number of rentals.
Which means that they had more customers than they could service.
But that explanation didn't seem to jibe with the consistency of the throttling. I mean, it's one thing to have a day here or there where they have to ship out 1,500 discs but only have the capacity to ship out 1,400 (just to throw some round numbers out there as a very low example). But what are the chances, really, that they would consistently have such days week after week after week?
What gets me is that there hasn't been any class action lawsuits related to this practice. This seems worse to me than the "no late fee" controversy that led to a settlement (or just as bad or worse than any number of other class actions lawsuits to which I've been party).
Which means that they had more customers than they could service.
But that explanation didn't seem to jibe with the consistency of the throttling. I mean, it's one thing to have a day here or there where they have to ship out 1,500 discs but only have the capacity to ship out 1,400 (just to throw some round numbers out there as a very low example). But what are the chances, really, that they would consistently have such days week after week after week?
What gets me is that there hasn't been any class action lawsuits related to this practice. This seems worse to me than the "no late fee" controversy that led to a settlement (or just as bad or worse than any number of other class actions lawsuits to which I've been party).
08-29-05 | 05:13 PM
#32
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Originally Posted by BigDan
For a time, Netflix was admitting in their emails that they had limited resources available for serving their customers and would, therefore, prioritize based on number of rentals.
Which means that they had more customers than they could service.
But that explanation didn't seem to jibe with the consistency of the throttling. I mean, it's one thing to have a day here or there where they have to ship out 1,500 discs but only have the capacity to ship out 1,400 (just to throw some round numbers out there as a very low example). But what are the chances, really, that they would consistently have such days week after week after week?
What gets me is that there hasn't been any class action lawsuits related to this practice. This seems worse to me than the "no late fee" controversy that led to a settlement (or just as bad or worse than any number of other class actions lawsuits to which I've been party).
Which means that they had more customers than they could service.
But that explanation didn't seem to jibe with the consistency of the throttling. I mean, it's one thing to have a day here or there where they have to ship out 1,500 discs but only have the capacity to ship out 1,400 (just to throw some round numbers out there as a very low example). But what are the chances, really, that they would consistently have such days week after week after week?
What gets me is that there hasn't been any class action lawsuits related to this practice. This seems worse to me than the "no late fee" controversy that led to a settlement (or just as bad or worse than any number of other class actions lawsuits to which I've been party).
I wonder if it's because it would be really hard to prove. All they have to say is exactly what they're saying now: We have no control over the USPS.
08-29-05 | 08:46 PM
#33
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From: Plano, TX
Originally Posted by Boot
I wonder if it's because it would be really hard to prove. All they have to say is exactly what they're saying now: We have no control over the USPS.
I mean, they don't ship anything the day they receive a returned disc from me. They get a return and check it in, and instead of shipping a replacement out that day (which is what they did originally), they hold the replacement shipment until at least the next day, sometimes longer.
That can't be blamed on the Post Office and is a very common form of throttling.
I've gotten settlements based on flimsier evidence.
08-30-05 | 12:32 AM
#34
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WOW, Amazingly Fast!!!!!!! Way to go Netflix
I sent back 1 disk Friday afternoon, another Saturday morning.
Monday they both showed up as being received!!!!!!!!!
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Oh yeah, I cancelled Friday night.
I sent back 1 disk Friday afternoon, another Saturday morning.
Monday they both showed up as being received!!!!!!!!!
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Oh yeah, I cancelled Friday night.
09-01-05 | 01:01 PM
#37
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I suppose another problem with a class action lawsuit would be proving damages. Unlike a late fee situation (where a specific $$ amount is spelled out) you woudl only be able to operate out of theory. "Well, technically they could send me a movie every day, divided by my monthly fee. But I'm only getting X number of movies, divided by my monthly fee."
Welcome to one of the reasons that video stores will not actually die.
Using the Post Office as your middle man is just begging for problems anyway. I won't even mail my bills anymore.
Welcome to one of the reasons that video stores will not actually die.
Using the Post Office as your middle man is just begging for problems anyway. I won't even mail my bills anymore.
