Yesterday I wrote about Netflix’s awesome customer service, when they did everything right after a glitch occurred in their DVD shipping system. In that email they promised to keep me posted on the status of my shipments as well as credit my account for the downtime. Well, they followed through with their promise, so I’m following up with y’all. Here’s the email I just received (moments ago)-
As you may know, we had issues with our shipping systems this week. As a result, we didn’t ship DVDs to you in a timely manner, and you likely didn’t receive email letting you know we got a DVD back from you. Our shipping systems are working again, and any outstanding DVD shipments are being mailed today (Friday).
We pride ourselves in delighting you, and we’ve let you down. We apologize, and we will issue a 15% credit to your account in the next few days. You don’t need to do anything. Your credit will automatically be applied to your next billing statement.
Again, we apologize for the inconvenience and thank you for your understanding. If you need further assistance, please call us at 1-888-638-3549.
-The Netflix Team
So, their distribution chain was down for two days (6.45% of the month) and they’re crediting us with 15% of our monthly fee. Once again, wow! That’s 4.65 days worth of credit.