NetFlix
Consumer Report

I had a queue of 8 movies that could be shipped. One was an accidental reship of a movie we already saw. None of the others were sent. Neither the CS Rep nor her Manager could tell me when all of the following were in my queue: Therese Raquin; Doctor in the House; Hell Is a City; Martin Scorsese: Pt. 1&2; The Patriot; Tiger Bay; Wanted for Murder not one of them shipped on 2/21 even though, when my returned DVDs were received three of these were listed as next in my Queue. They also could not tell me how many copies Netflix has of each of the above movies or how many of those were rented. They could not explain why, when I placed these movies in my queue that, with one exception, there was NO indication of a wait to get the movies, neither "short wait" or "long wait".

When I put as many as 7 movies in my queue and, at the time they are added, there is no indication there will be any wait then I expect to get some of those movies when I return what I have. If not, I do not expect to pay. The manager suggested a vacation hold. Of course, once I removed the hold I would be charged with no guarantee that ANY of the movies would show up.in effect, I would be paying for nothing. I asked that my billing be suspended until these movies could be sent. This suggestion was refused. I asked that I be credited for the prior month. This also was refused unless I canceled. So I did, even though I would have been willing to retain Netflix streaming.

Let's compare this to an ordinary video rental store. You pay only when you actually receive movies. Even a Gym, at which you purchase a membership, though it will charge you even if you don't use their facilities, cannot charge you for any period of time the place is closed for repairs and cannot be used.

Netflix is unique in this respect. You can be charged even when they do not honor the good faith aspect of their contract by sending you a movie when you have many in your queue. I know that Netflix would prefer not to be in the business of sending out DVDs my mail at all but would rather concentrate on streaming. To me, my most recent experience shows that they will go to any lengths to assure this happens including failing to honor their contract.

Netflix should not treat its DVD rental customers as I was treated. It is such a serious breach of ethics that I am inclined to publicize this as widely as possible. If I ever use Netflix again it will only be if I can get satisfactory service from BOTH the DVD rental and streaming portion of the company. To me, satisfactory service is simply defined as follows: If movies in your queue, when placed there, did not show an associated wait time, and you have two to three times as many movies in the queue as required for the next shipment, but receive none; then you will not be charged for the interval of time you wait until those movies can be shipped. The concept is very simple: You must not charge for a service you do not provide and which the customer had every right to expect. As a business practice it should be unnecessary for me to point out exactly how unethical and possibly illegal this is.

Company: NetFlix
Country: USA
State: California
City: Los Gatos
ZIP: 95032
Address: 100 Winchester Circle
Phone: 4085403700
Site: netflix.com

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