Netflix.com
Lost DVDs After Warehouse Change and Customer Service Dodged Questions

I'm a member of Netflix.com, and have been for 11 months. The first 9 months were fine. I was happy. The movies came, even if they were a little slow, which I understood because, hey, it's from San Jose and I'm on the East Coast. I had a couple of DVDs that skipped terribly, but they were good at replacing those. No problems.

Then they opened the warehouse in Flushing, NY and things became weird. Within a month, they had not received 2 DVDs, and I hadn't received 1 - so, that's 3 lost altogether. The weird thing is that 2 of the movies were the same title, and I was getting all my 'art-house' films fine, but none of my more 'popular' titles were getting through. Shorter shipping time, all right, but at a 50% rate of loss.

When I became worried about this rate of loss, I contacted customer service, because they do warn about suspension of account if too many DVDs are reported as lost. I wanted them to know that I was worried about the loss and I didn't want to be liable for them. Neither did I want to pay for DVDs I didn't have and returned in good faith, either when I'm going to cancel my membership or just to keep me off this mysterious suspension list.

Netflix emailed me back within a couple of days saying I ought to contact the USPS and then get back to them with the results. I did, but then asked again if I was liable and what specific things was Netflix going to do this with information I had gotten from the USPS and what were they doing to about the situation. They replied that I wasn't liable now, but they do reserve the right to 'investigate' and the answers to my questions were none of my business. What's up with that?

Mya
Syracuse, New York

Company: Netflix.com
Country: USA
State: California
City: Los Gatos
Address: 970 University Ave

  <     >