Just for admitting the problem before someone was actually affected by it, and going out of their way to remedy the problem, Netflix should be voted for one of the 'best' of 08.

Way to go Netflix.

Also, most accounts are allowed to have multiple DVDs out at one time. So unless they were supposed to send you three DVDs out (assuming the standard 3 out plan). It's an even better refund (even if, in the grand scheme of things, it's a little less than a buck).

3. Give conciliatory gift of monetary value. In a timely fashion :D

I've been really debating whether to get NetFlix or Blockbuster. With all these great customer experiences, I think (when I decide to get in on the DVD rentals) I will be joining NetFlix. Thank you.

And, I do genuinely feel bad about my neighborhood place, since they DID deliver by having a copy of "The Possession of Joel Delaney" on VHS (still not on dvd to my knowledge). However I simply cannot afford $3.25 per rental...not with my appetite.

I used to get extremely frustrated with standing in lines, poor selections, dealing with nitwit clerks, and paying outrageous late fees at traditional video stores.

Companies like Netflix and Redbox eliminated a lot of the overhead and annoyances and focused on delivering value.

A little technical slip-up is forgiveable when they are a model for excellent customer service and value.

BUT, they handle it. Phones are answered promptly, they actually look into the situation, then take ownership of it, and resolve.

Things happen, we understand. It's what you do about that fact that will define you. And Netflix is defining themselves very well, IMHO.

And yeah I got the email this morning.

Now, if Comcast could give me a 5% refund whenever their service was interrupted...

...then people would complain that it's not sufficient to right the wrongs from waking up at 6 AM to watch a ballgame and having no ESPN.

I've said it here before and I'll say it again - I've been a member of Netflix essentially since it started, and this is another example of why I stick with them even through their price wars with Blockbuster. I got this e-mail this morning, after vaguely hearing of the computer glitch on the news and not really caring that I got a movie a day late. Great company - you can't get much better than this kind of reaction to a minor problem.

Now, if Comcast could give me a 5% refund whenever their service was interrupted...

@rbf2000: Yeah it's not much at all, but nobody actually lost any money here. This is a one day delay in something that has been paid for (and more if you watch enough movies)with the understanding that you get your movies in what like two business days? one day delay cost us users nothing and now we get to save a dollar for one month.

It would be nice to see this type of apologies from all companies if they were to issue one. PPL know what they would rather hear when you are given attempt at apolgies from companies and feel worse after hearing it. I am going back to Netflix after seeing this.

Any coincidence that the Netflix stock seems to only go up?

Damn, I love Netflix.

They also give you a heads-up when your movie ships from another regional center.

I have been so so pleased with Netflix! My initial hesitation to sign up long ago was due to their selection, but they now rival my neighborhood "film nerd" store in terms of profoundly disturbing titles (don't ask what's in my queue!).

hey, blockbuster would have done the same. "We're sorry you didn't get your movies quickly, let us raise your rate so we can have more money to prevent this in the future"

OTOH -- big props to a big company for doing the right thing and treating its customers well. They probably have made me a customer for life.

When I got this email the first thing I thought was "someone actually complained about this?" Seriously, it's only one day.

But still, admitting your at fault and saying you're sorry goes a LONG way for me.

The only reason I even noticed the site was down was because I was going to put a different movie on the top of my queue.

He should have realiz--oh wait--nevermind.

2 dvds maybe?

Kudos for Netflix for realizing that good CS does not require a huge hit to their fiscal bottom line. They are receiving a credit towards FUTURE purchases.

Netflix is amazing.

It doesn't even require the credit just as long as customers don't lose money. The first two parts would have satisfied me.

I wouldn't sing their name to the skies, but they did handle this situation properly. Let's wait and see how they handle the next one: properly, or trying to live off of their old reputation?

Netflix has awesome customer service. I have nothing but good things to say about them.

Not to mention, it's really nice when they apologize before I'd even noticed there was a delay. Great company, they're awesome!