The Oregonian on Netflix Phone Support

Michael sent in a story about customer support in the Oregonian, Nice people to answer the telephones.

For Netflix, the move to expand its customer service operation comes as the Los Gatos, Calif., company's subscriber base of 6.7 million began slipping for the first time this year -- albeit by only 1 percent in the first half of the year. Its numbers have grown from the same time last year, when Netflix had 5.2 million subscribers. At the same time, the number of subscribers to Blockbuster's online rental service grew from 1.4 million a year ago to 3.6 million this past quarter.

Netflix gives representatives a lot of power to satisfy customers on their own at the 24-hour Hillsboro facility, Swasey said. Never got your disc? Here's another. Problems with your service? Here's a free month of rentals. And representatives have no limits on how long they should take on a call.

Comments

[WendyD]

I've used the phone support a couple of times with no problems, but the one thing I don't like about the phone-only support is that there does not seem to be an easy way to suggest a new title for Netflix to carry. I know there used to be an online form, which I assume they did away with because people would just put complaints or look for help with that form if it was the only form left on the site, but there should be a way people can suggest titles without having to call. I have seen several good documentaries this fall that I know are being released on DVD soon and I'd like to suggest them to Netflix, but not over the phone, that would feel weird.

[prozac]

The two times I've called in the past has been a great expterience with customer service. I wish other companies could take the same approch that NF does. I will stay a loyal customer as long as they continue to treat us good.

[chicken]

you can still recommend titles on the website. Click on "contact us" on the bottom of the page, and there is a specific email for suggesting titles. Rock on.

[junebug1701]

I called the Netflix customer service line this past Saturday afternoon. I was having a problem with a "Watch Now" movie. They answered promptly, the guy was very good and patient and he took his time until we got the problem sorted out. I was very impressed!

[tiponeill]

I had much better luck with the web/email support.

I had three DVDs they received before 8 AM yesterday and they still haven't sent out a replacement of one ( it says "shipping today")

In the past I complained on their website and they gave me a free credit.

This time I had to make a phone call, listen to a voice say they would be with me in 5 minutes, and then have someone tell me their "terms of service" allowed them to take 3 business days.

More time consuming and less satisfactory - I'm not interested in being consoled - I'm interested in getting the DVDs I rent.

[atoms]

I can't even begin to describe how disappointing this Phone Only support thing is. I have easy access to email, but I don't have (or want) a phone.

Totally sucky. I may have to drop the service completely, which would be a drag.

[VoIP software]

“In the past I complained on their website and they gave me a free credit.”

You are a lucky man.