Aug 142008

One of my roommates has a Netflix membership, through which he primarily gets concert DVDs.  Netflix is based in Los Gatos, a mere 18 miles from our front door.  So, without fail returning a movie and getting a new one follows the following schedule-

  • Monday – Watch movie A
  • Tuesday – Drop movie A in mailbox
  • Wednesday – Morning – Receive email from Netflix that movie A has arrived safely
  • Wednesday – Evening – Receive email from Netflix that Movie B has been shipped
  • Thursday – Receive movie B

However, yesterday they threw us a bit of a curve ball.  They received movie A back, but our evening email read as follows-

Dear Richard,
Our shipping system is unexpectedly down. We received a DVD back from you and should have shipped you a DVD, but we likely have not. Our goal is to ship DVDs as soon as possible, and we will keep you posted on the status of your DVD shipments.

We are sorry for any inconvenience this has caused. If your DVD shipment is delayed, we will be issuing a credit to your account in the next few days. You don’t need to do anything. The credit will be automatically applied to your next billing statement.

Again, we apologize for the delay and thank you for your understanding. If you need further assistance, please call us at 1-888-638-3549.

-The Netflix Team


Sure, it sucks that his next DVD will be delayed, but things do happen.  And what more could you ask from a company-

  1. They informed us of the problem right away
  2. They took responsibility (regardless of where the fault lies)
  3. They apologized (several times and sincerely)
  4. They promised to keep us posted of further developments
  5. They provided a (toll-free!) phone number if we have further questions or comments
  6. Most importantly – they’re offering a partial refund of our fee!  Without argument and without even being asked with no effort on our part whatsoever!

That’s what I call 100% customer service.  Pretty much every company out there could learn a thing or two from Netflix.

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