Tuesday, December 07, 2010

netflix sux

Netflix suffers from the same problem that afflicts so many large internet companies: they are so successful that they don't have to care about their customers and it shows. Their "contact us" menu item gives you a runaround where they try to avoid having you contact them. In the end, the only way to contact them is to call customer service and wait on hold for seven minutes. Obviously the wait is a punishment for bothering them.

For dealing with customers, email is cheaper per contact. The disadvantage is that it leads to more contacts. If you can put your customers through a painful telephone experience, it acts as a disincentive and they won't bother you unless their problem is really serious or they have a lot of free time.

My problem isn't really serious; it's just an annoyance. It's something Netflix management probably doesn't even know about and if they did they could fix it easily and thereby avoid annoying their customers. But they don't want to hear about it because their customers are just such a bother. So instead of letting them know about the problem I'll just drop my membership when my free month is up.

Maybe I can find a similar service that doesn't require Microsoft Silverlight. Frankly, I have little hope of finding a service that doesn't view their customers as a bother.