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altivoThis is a response to an e-mail from Reed Hastings at Netflix, in which he "apologizes" for poor handling of pricing changes for their services. He declares that they will now "fix" this error by splitting into two completely separate services, with different names and websites. This effectively isolates streaming from DVD mailing so that queues and viewing records will no longer be merged for those who use both services.
Mr. Hastings:
This change only compounds the error. While I never had any interest in streaming, and in fact can't use it where I live, it is obvious that separating the two services completely will make both of them less useful to many people.
With respect to the pricing change, I was actually pleased. You raised my monthly charge because streaming was being offered, even though I couldn't use it and never had used it. That was what I found most irritating. When you split the charges for the two services, I was able to reduce my cost by dropping all access to streaming. This was an actual improvement, and much more honest in my opinion.
Now, in your attempt to save face, you are just messing up your business image even more, and will alienate those who use both services by complicating the entire process. Get a clue, Reed. Customers don't like unnecessary changes. This is an unnecessary change.
I also find it extremely irritating that you hide all contact information, making it difficult to provide the feedback you really need in order to run your business correctly. Directing me to a "blog" page that requires me to join Facebook in order to respond is inappropriate and only increases my lack of respect for you. Just as you have failed to realize that not everyone can use streaming or wants to do so, you have failed to realize that not everyone uses Facebook. I repeat, get a clue, Reed.
By the way, rejecting replies to your e-mail and directing me back to the faceless and useless "customer service" website that doesn't accept specific questions or feedback does nothing to improve your image either. Sure, Netflix is big. Apparently, like the phone company, they don't care about customer service or opinions because they don't have to. Again, get a clue, Reed.
Mr. Hastings:
This change only compounds the error. While I never had any interest in streaming, and in fact can't use it where I live, it is obvious that separating the two services completely will make both of them less useful to many people.
With respect to the pricing change, I was actually pleased. You raised my monthly charge because streaming was being offered, even though I couldn't use it and never had used it. That was what I found most irritating. When you split the charges for the two services, I was able to reduce my cost by dropping all access to streaming. This was an actual improvement, and much more honest in my opinion.
Now, in your attempt to save face, you are just messing up your business image even more, and will alienate those who use both services by complicating the entire process. Get a clue, Reed. Customers don't like unnecessary changes. This is an unnecessary change.
I also find it extremely irritating that you hide all contact information, making it difficult to provide the feedback you really need in order to run your business correctly. Directing me to a "blog" page that requires me to join Facebook in order to respond is inappropriate and only increases my lack of respect for you. Just as you have failed to realize that not everyone can use streaming or wants to do so, you have failed to realize that not everyone uses Facebook. I repeat, get a clue, Reed.
By the way, rejecting replies to your e-mail and directing me back to the faceless and useless "customer service" website that doesn't accept specific questions or feedback does nothing to improve your image either. Sure, Netflix is big. Apparently, like the phone company, they don't care about customer service or opinions because they don't have to. Again, get a clue, Reed.
