Netflix is mostly doing the right things: today they sent me a very specific, very short survey about a movie I just watched. Good, don't waste my time! But they didn't even give me the option to type free text comments about the quality. It's actually something I was interested in and willing to give them some details on.
So I went to the account info page, and got the typical wild goose chase where companies don't want to admit that they won't let you email them. So now you've wasted my time when I was trying to help you out. That turned me from a happy, engaged customer into an annoyed one without an outlet. So it goes on the blog instead, and costs you other customers.
4 comments:
It looks like they're responsive on twitter at both netflix and netflixhelps.
I have been a customer for over 5 years, and I'm about to end membership. I'm so over Netflix. I have 15 movies in my queue, and they are all a wait!! They aren't even all new movies, it's ridiculous. I go to Redbox now and buy movie on cable. Such a waste of money. Of I don't I'll be a waiting lady.
I must agree - I got a Christmas gift subscription - great thought, but more aggravating than it's been worth. New stuff hs been in the queue since - well, CHRISTMAS, and oldies often come scratched and unwatchable. I disagree on the responsiveness - they just aren't interested. I'm canceling ASAP.
Yes, Netflix is one of those very succesful, rich-owner-CEO companies that don't want real customer experience feedback. My problem is their bogus artificial intelligence software to show me movies to pick. Every other company in the world will give us a real database filter capability. However, for example, no matter how many times I tell netflix "NEVER" in my profile next to Children's animation, the Netflix site continues to suggest films like "Cinderella", which it just did today. Why can't I simply input that I NEVER watch Adam Sandler movies? I called customer service and explained how frustrating this is and to say that I doubt they will change their "AI" into a real database filter capability. They won't because they win so many customer satisfaction surveys and are so rich that they wont listen to an obvious and simple point.
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