I had bee a happy Netflix customer for the past 5 years until today. A few weeks ago a made an airhead mistake and sent back MY movie instead of theirs. I have a had a few problems before and have been successful when calling customer service, so i though "no big deal I'll just call them to see what I need to do". As I thought, I called and spoke to a customer service rep. He assured me that these things happen and it's no big deal. He said it takes approx. 2 weeks to be sent back once it's received. It has been 3 weeks and when I called today I was informed that they "have a terrific system that works great 97-99% of the time, but I am that small percent that falls through and gets re-absorbed into the system." After many circles of describing the process that failed me and explaining to the Supervisor Will x87590 that I was assured it would be returned no problem, I was told there is nothing they can do. When I further asked to speak with someone higher or for the Corporate # I was told that anyone higher "does NOT take phone calls and the customer service # is the only one customers are allowed to have". I googled it and first thing I got was the corporate address and phone #408-540-3700. I called that number and was given the Escalation department. Funny that it should be so easy to find. When I specifically asked for a higher manager or escalation department Will assured me that there was no such thing. All I asked for was a credit of some sort, a compensation of any kind, or just plain anyone who was actually willing to do something for the hassle. I take full responsibility in sending back the wrong movie but if customer service agents tell you that it's not a problem and will be mailed back and it isn't then THAT is their mistake and should be reconciled. Eventually I was even able to get Will to admit that there are things he can do for a customer but he informed me that "in this case we will not offer you anything". I never became irate or used foul language but was persistent in my desire to get some resolution and nothing came.
Now I am waiting for the escalation department to call back. I will also be writing to the corporate office by mail and or fax and leaving this review anywhere I can find space.
Netflix - if this is really how you treat your customers and continue to make no effort to improve your service I'm sure we will all get the satisfaction of watching you crumble as some other competitor comes in and does it better. All giants think they will never fall, until they look up from the ground to see the masses trample over them for the latest and greatest. We are in a time that will crumble corporations that don't appreciate who their business REALLY depends on... US (the customers).
0 comments