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NoFlix

Perhaps NetFlix should consider changing their name to NoFlix.

I can’t get over companies that charge for services, fail to deliver the services they promise, and then tell you that they’re not going to refund you a penny.

Yep — that appears to be NetFlix’s policy. I’m waiting on confirmation from Reed Hastings NetFlix CEO (I’ll follow up with anything I receive, if I receive anything) — but that’s what I was told by Sean Callaghan today after I called because NetFlix was down (unable to stream to any of my multitude of NetFlix enabled devices — or any of my friends either) for quite some time.

I was told it was due to a “service outage” beyond NetFlix’s control.

But let me provide a few more highlights of my call. When the agent I spoke with proved to be unable (or unwilling) to resolve any issue I was having — I requested a supervisor. Originally I was told that he was a supervisor and he did not have any manager there. That was then modified to be that he would not escalate the call (suggesting there were actually at least one manager there), and when that change was questioned he again modified the statement along the lines of there was no reason to escalate the call because he had answered my questions. Of course, he was apparently to say anything he wanted since he also told me that NetFlix does not record customer service calls when I ask him. That one statement really does say it all… I don’t think there’s much I can add.

Also, I pointed out — this evening was the only time this month I had cared to watch a movie (I think I had demonstrated NetFlix streaming on my Droid for maybe 3 minutes total — but I don’t really consider that using the service)… and I had no NetFlix DVD in the house, so I expected to be able to sit back and enjoy a movie via the “unlimited” streaming service I paid for each and every month from NetFlix (even though I rarely use it).

Well… not only do I have to say I find NetFlix’s service questionable, but when you consider how difficult they make it to contact them on an issue (NetFlix enabled devices aren’t even an option to report an issue to them) — how long they expect you to stay on hold, and how completely inept their customer service staff impressed me as being — I see no reason why I’d want to send them any of my money, much less putting up with them almost doubling the cost of what I have in a month (which I might add will be four times what I paid when I first signed up for NetFlix, not all that long ago).

I would say that the only thing the agent on the phone was able to do competently was cancel my account; but even that he proved to be inept at — and failed to tell me before doing so that NetFlix wasn’t going to refund anything for unused service.

It’s a joke — and the customer service agent couldn’t reference me to anything that provided information support his claim that NetFlix wasn’t going to refund any of my service fees (even though over one third of my bill cycle remains).

Then I tried to access both there “Terms of Use” and their “Privacy Policy” through both links in the emails they send and the footer on their web site as was presented with “The page isn’t redirecting properly” — I guess yet another “service outage” that was beyond their control.

I’ve closed the virtual card number I used to pay for NetFlix services; and I’ve filed a charge back dispute with Citibank… if they decide not to reverse the charges to my account; well, then I guess I can eliminate a credit card from my wallet as well.

Personally I’m tired of companies promising to provide services, then continually increasing the charges, decreasing the services, and feeling like they have no responsibility to actually fulfill their commitments to customers.

I can say this categorically — I will never use NetFlix again. Amazon provides similar services at better prices, and I have great faith that Amazon will work very hard to meet the expectations they set for their customers… and if they fail, I’m betting you won’t even have to ask for a refund, they’ll be one step ahead of you.

Most every one I know is canceling their NetFlix service before the rate increase in September, and that was my intent anyway — but as of today, I live in a NetFlix free zone, and encourage everyone to ban those red envelops from their mailbox and streaming services from their devices and computers — support a company that deserves your business and watch yet another failure shrivel away and die.

Originally posted 2011-07-22 02:00:36.

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