Netflix Customer Service Drops E-Mail In Favor of Real People
The war between Blockbuster and Netflix continues to roll, and surely this is going to be a bitter, drawn-out affair. But while Blockbuster just keeps trying to undercut the competition with lower prices, Netflix is working to increase the value of its services, first by introducing the (hacked) "View it Now" service, then by expanding its social-networking features. Now, it's doing something completely unlike nearly any other company today: Getting rid of its unresponsive e-mail-based customer service department and replacing it with actual people And, those people actually live in the U.S., rather than another country on the other side of the globe.The company has opened an office in Portland staffed 24 hours a day by 200 call center employees who handle all customer issues and complaints. Why Oregon? Because apparently that state has the friendliest-sounding voices in the US, according to Netflix. This is quite a change in tactics from the modern trend of large corporations sending their call centers overseas, a process that has raised the ire of many who have trouble understanding the accents of non-native English speakers.
Blockbuster also offers a US-based call center, but it's only open from 8-6pm on week days, and its number is buried inside of the Blockbuster site's FAQs (it's 1-866-692-2789, for the record), rather than being listed on its "Contact Us" page (where it should be!). Netflix's help center isn't exactly on the front page, either, but at least it's open 24/7 and is only one click away from the "Help" page (1-888-638-3549).
Despite its service add-ons, Netflix is still doing some price cutting -- the service has dropped the price of its "Three Out" plan by $1 to $15.99, compared to Blockbuster's $16.99 plan. Of course, the one thing Netflix still can't do is offer you the ability to return a movie in-store and get a new one instantly. This marriage of online and brick-and-mortar rental options is still Blockbuster's biggest weapon, and it remains to be seen whether Netflix's customer-driven features and price cuts are enough to counter it.
From 'The New York Times' and BetaNews
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Reader Comments (Page 1 of 4)
wrstls4fun @ Aug 17th 2007 6:30PM
The day Blockbuster gave me the option of free movies at the store for mailing in my flix, was the day I quit Netflix....its kiss of death.
encinomangt @ Aug 17th 2007 7:32PM
screw blockbuster
Tim @ Aug 17th 2007 8:45PM
I just started Netflix 2 week trial. Starting out ,when I sent my dvd back to them they would receive it the next day and mail my next one out the same day. After I received my third movie it's return envelope (which the first 2 movies came from and returned to Louisville Ky)had a return address to Bowling Green Ky which is 200 miles farther from where I live. I sent it back on a Monday and received a new one Friday. I called and asked why my closest location was changed and I was told that the movie was returned to Louisville by the postal service which made no sense with a Bowling Green return address which my new movie also has. I read online that Netflix was known to change your return and send locations if they feel you were sending and receiving dvds to often. I'm being charged for my first month membership and if this continues, it'll be my last.
davelovvorn @ Aug 17th 2007 9:43PM
Hello! Any company that uses PEOPLE and uses them in the United States should be supported no matter that they take a little longer and cost a dollar or two more. Lets turn this economy around by doing what it takes!!! You want poison in your pet food and lead in your kids toys? Just keep buying only the cheapest stuff available. Oh and support online computer companies that employ Customer Service departments in India, that'll help too!!
Just my 2 cents
Michael @ Aug 17th 2007 10:31PM
If Netflix wants to improve their standing with customers they should end the practice of "throttling". If they feel you turn movies around too quickly they will slow shipment of movies. Of course they would have you believe they offer "unlimited" movies but they misrpresent. They were sued for this practice and now bury in the fine print of terms that they can slow down your movies, all the while, using large print ad copy to make you believe there aren't limits. Very deceptive company.
traflet @ Aug 17th 2007 10:38PM
Netflix rocks! I have been a member since they began and they bend over backwards to provide superior customer service every time. I have no desire to get in my car and go to blockbuster in order to get a movie immediately. If that's the case, then just upgrade to the six-out-at-a-time plan at Netflix. They are awesome and the one time I called to say something had gone wrong, they immediately set me up for free movies no matter how many i already had at home. And the movies always arrive so FAST it's got me thinking they have a partnership with the post office to scan the returned disk as soon as it hits the PO, and immediately get that new one in the mail for next-day receipt. It's scary fast.
TOMCAT @ Aug 17th 2007 10:46PM
American service... Where do I sign!
linda @ Aug 17th 2007 10:51PM
Hi,
One of the reasons for joining Netflix was that i didn't have to drive to blockbusters and return my rentals. With the price of gas, it would cost about $2 round trip, add that to blockbuster fees and it adds up.
The whole point when they first came out was so everyone didn't have to go out in the cold, rain, snow, or inconvenience themselves and it served it's purpose.
So blockbuster lets you drop it off, no big deal, i would rather save the gas. I have always had wonderful service from netflix, i cannot complain.
Add the fact that i can talk to a real live human being, that is unheard of. Of course i will support them, i would like to see that rare event continue.
linda
r. r. little @ Aug 17th 2007 11:03PM
i may actually consider buying stock in netflix if its being traded publicly. a return to human contact is a FANTASTIC idea and long overdue for all of the other companies who have gone anti-human.
Bee @ Aug 17th 2007 11:56PM
I can DRIVE it back or get it in the mail? With the price of gas is that a choice? LOL
janeyre @ Aug 18th 2007 1:02AM
If I wanted to go to a store, I wouldn't have signed up. I am not interested in going to a store, and returning or picking up, I want to drop it in the mail,and go on my way. I am not interested in blockbuster. I am happy with Netflix. It isn't broken, why would I try to fix it? I am content... Now they have real people, that speak English? Great... Sorry Blockbuster... Not going to give up my Netflix.
rich @ Aug 18th 2007 1:44AM
im with blockbuster and now the are going to cut the trade in feature in the store to 5 movies a month. that sux big time. not sure if i wanna stay with them. although i probably wont go to netflix as i had a bad experence with them years ago. I found that when i sent them back quickly they sent them slow.
browilliam @ Aug 18th 2007 2:26AM
You can forget about using NetFlix streaming video if you happen to own a Macintosh. Considering that Apple offers a way to stream content from your computer to your television (AppleTV), it seems ludicrous that NetFlix would ignore this growing market. I'll stick with Blockbuster for now and get an instant replacement for mailed videos at the local store to which I can easily walk.
Helen @ Aug 18th 2007 3:14AM
I just received an email today from Blockbuster saying the $17.99/mo I now pay for 3 mailer movies with unlimited in store returns is being raised to $24.99/mo as of 8/31/07,less than two weeks away. That is a 40% increase without any prior notice. I guess once your hooked they no longer care. Just might give Netflix a second look.
teri @ Aug 18th 2007 6:46AM
I have had netflix for years and have always had fast service and customer service has been quick and responsive...not that I have had many issues. I recently tried blockbuster because of the immediate in store option. You still have to bring it back to the store & are subject to the due date. The mailed movies took longer from bb also. I kept Netflix and cancelled blockbuster. v happy!
Judith HeartSong @ Aug 18th 2007 7:40AM
I love Netflix and have since we joined years ago. They are always responsive, and with the new call center located in the US I am even more inclined to remain a loyal customer. So many corporations could learn something here.
Judith HeartSong
james henry @ Aug 18th 2007 8:58AM
BLOCKBUSTER SUCKS!!!!! NETFLIX DOESN,T!!!!!!
esrom @ Aug 18th 2007 10:39AM
I also noticed NetFlix slows down when you are receiving too many dvds. I live 40 miles from the Santa Ana facility, so overnight should be the Rule, but if I get two in the same week, the next one won't come until Tue/Wed of the next week. Of course, they blame it on USPS.
stephen frm alabama @ Aug 18th 2007 11:16AM
I also prefer Netfix parlty because I can just go online w/out going to a store. Also,I feel that Netflix has more options, especially gay themes. My only problem is that I wished their shipping centers wrked on weekends, instead of waiting until mon to b told that a movie I sent in on fri has arrived and the next one is being sent out.
MK210 @ Aug 18th 2007 11:42AM
I just had the same problem with Netflix. We were watching a ton of movies this summer and it just took a week to get my movie and it came from across the country! Why didn't they just give me another movie from my list if it was out of stock at my neighborhood Netflix center? I'm beginning to think it's a scam too after reading what the others had to say.