Netflix Customer Service

I have been a member of Netflix since May 2008 and my only regret is not knowing about this service earlier.

Like most people, I love getting stuff in the mail. Getting a weekly movie is awesome and my kids also enjoy watching cartoon on demand. I look forward to being able to take advantage of the blu-ray movies at some point.

Last week, Netflix had a problem with their shipping system and orders were delayed for a few days. Not only were they quick and public (both in email and on their website), but they also issued a credit to make up for it.

We have often heard how expensive it is to get a new customer compared to keeping an existing customer. Perhaps lesser known is that you can "screw up" and make it right and your customers will be even loyal - don't make this a regular thing though.

I posted their two messages below because they thought they were both well worded, on spot, and a great example of what do to for others.

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

We’re happy to report that all of our shipping centers resumed normal operations on Friday (after 3 days of issues). If you should have been shipped a disc Tuesday, Wednesday or Thursday, with rare exception it shipped Friday.

We apologize for any inconvenience this has caused. To all of you whose shipments have been delayed, we’ll be automatically applying a 15% credit to your next billing statement. Or, if you are new to Netflix and your first shipments have been delayed, we recognize that this is not a good way to begin your Netflix membership and we’ll automatically extend your free trial by a week.

Again, we apologize for the delay and thank you for your understanding.

-The Netflix Team

Well done Netflix!!!