Netflix Vindication and Explanation

I'm satisfied with their answer, and still a happy subscriber. I'll be keeping my membership.


January 26, 2005

To: Adam Avitable
605 Birch Boulevard
Altamonte Springs, FL 32701

From: Angela Thomas
Administrative Correspondent
Netflix Customer Service


Dear Mr. Avitable,

Thank you for your letter via Mr. Hastings makes every effort to read each and every letter addressed to him, but is unable to personally reply to all of them. We appreciate you taking the time to forward us your inquiries regarding our service. Providing the best Unlimited Rental Service possible and addressing our customer's concerns are our top priorities. We are continually striving to improve our subscription service, and all feedback and suggestions we receive are carefully reviewed.

I appreciate your good humor in communicating the problems you have encountered. In reviewing your account history, I am unable to find where the problem lies. When reviewing your rental history, we are shipping your next title the same day we receive a movie from you. Although, "Princess Diaries 2" was marked as very long wait, it shipped earlier today, 1/25/05.

Please allow me to explain that inventory status fluctuates throughout the day. This information should only be used as an approximation. Please note that all expected "wait" designations are simply estimated according to overall demand and are not specific to each individual customer. In other words, a title that is flagged "short wait," may nevertheless ship to you immediately upon receipt of your DVD rental.

If you are experiencing delays when returning movies to us, please keep the following in mind: If you mailed back your movie(s) more than 6 days ago and you have not received an email confirmation that your movie was returned, please click on "Report Problem" on the Rental Activity section. After you have clicked "Report Problem", simply follow the instructions on the next page(s) to report the title as "Returned but Netflix has not received it".

This will place a notation beneath the title stating, "DVD reported as missing" under the "Movies You've Rented" section of the Rental Activity Page. Once our warehouse receives it this notation will be removed. You may reach your Rental Activity by clicking the link below:

In addition, we would be more than happy to research a specific instance for you. However, we will need the following information: the title of the movie, the date it was shipped from our warehouse, the date it was received by you, the date you mail the movie back to us, and the date we receive the movie. With this information, we can determine where the problem lies and investigate further. We look forward to receiving this information and helping resolve any shipping delays you are experiencing. As a courtesy for your time, I have issued a $29.99 discount off your next month of service.

I sincerely hope that I have been able to address your questions and concerns to your full satisfaction.


Angela Thomas
Administrative Correspondent
Netflix, Inc.

1 Thoughts:

Blogger Julianne said...

Netflix gave you $29.99 for your b-day - how nice of 'em!

1/26/2005 3:58 PM  



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