Wednesday, March 26, 2008

Props to Netflix

I just got the following email from Netflix. This is exactly the kind of customer service I like to see. Did they have to do this? No. I didn't even notice the shipping problem they mention. But I like it when a company has the brass to say "mea culpa" and refund some $. In a world where customers can migrate to the competition in a few mouse clicks, I'm surprised some companies are still putting so little effort in to customer service.
NETFLIX - We're Sorry Your DVD Was Delayed 

Dear Mark,

As you may have heard, our shipping system was unexpectedly
down for most of Monday. We should have shipped you a DVD 
but were unable to. Your DVD was shipped today, Tuesday, 
March 25th, instead. 

We are sorry for any inconvenience this has caused. We will 
issue a 5% credit to your account in the next few days. 
You don't need to do anything. The credit will be 
automatically applied to your next billing statement.

Again, we apologize for the delay and thank you for your 
understanding. If you need further assistance, please call 
us at 1 (888) 638-3549.

-The Netflix Team