The Dark Side of Netflix

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3/29/2008

Complain, Complain, Complain: Giving Netflix Real-Time Feedback

If you get cheated by a corporation, your options are limited. You can boycott the company, badmouth the business to friends, involve the government, or start a consumer advocacy Web site like this one. If none of those options work for you, you can always resort to good old-fashioned complaining. Ah yes, the time-honored tradition of just picking up the phone, getting a customer service representative on the line, and detailing every little thing that annoys you about the company.

Complaining is a very common consumer tactic, and that is because it works. The squeaky wheel gets the oil. Unhappy customers who do not speak up, get ignored; however, the ones who keep speaking up, get heard. These vocal consumers often get results in the form of discounts, refunds, freebies, upgrades, etc. Even if these disgruntled patrons do not get perks for their efforts, they do get the benefit of emotional release. Whining can be extremely cathartic.

If Netflix has wronged you in some way, you can always give them a call and let them know exactly how you feel about their transgressions. You do not have wait for a special occasion either. Every time Netflix causes you an inconvenience, frustration, or delay, maybe they should hear about it and explain to you why the weekend is approaching, a single DVD is being shipped from Honolulu, and two of the DVDs you mailed back on Monday have mysteriously not yet been “checked in” by Netflix. If Netflix is doing weird things to your account, the least the company can do is explain why.

Complaining can get results, and one of the most effective methods is via phone. Fortunately, reaching Netflix is cheap and easy. You can call them toll-free at the following numbers.


(800) 279-5688

(800) 585-8131

(888) 638-3549

1 comment:

Ceejo, That Last Dinosaur said...

The things you outline about getting when you complain are usually not what I want. I just want the problem solved.

And, besides, they usually don't start offering me special deals until after I've canceled, and they're surprised that I'm canceling even though there hadn't been any real surprises. I'd been telling them for weeks, or sometimes months what needs to be done to make me happy, and then, when I've had all I can take:

"I'd like to cancel service."

"May I ask you why?"

"You didn't care when I've been telling you these past several months. Why do you care now? No, you may not."

"Sir, if you stay with us, I'm able to give you a month of service free."

"Too little, too late."

"Sir, if you stay with--"

"Okay, stop. I find it very suspicious that you suddenly care now that I'm canceling. I gave you plenty of opportunity to show you care, which you have failed to take advantage of, so I find it hard to believe this is any more than panic strategy. Just cancel and be done with it."

Now, I don't know about Netflix. I never got past the:

"I understand your concern, but unfortunately MY POLICY requires that I see a bill before I pay so I can correct any errors before paying."

They don't like my policy. Their loss. I don't put my credit card in anyone's file. Not Netflix's. Not anyone's.