I've stuck with Netflix for over two years, through all of their problems with availability and web site outages. I've liked Netflix. There was a time I even reccomended them to friends. But that's been a while. Now, having recieved five damaged discs in the past two months, I'm ready to call it quits. Netflix does not seem to understand that the inability to inspect the disc before renting it means that customers must TRUST Netflix to send them a disc which is undamaged, (and to mail it in such a way as to minimize shipping damage). This trust is hard to win, and easy to lose. Damage is one of the most obvious things to be cautious about when renting DVDs, and it's just as obvious that their business depends on focusing on this problem. Well, they've slipped. The first time I wrote that sentence, I said "they're slipping", but it's far past that now. They've slipped. The damage rate has been increasing for a while, and now it's all out of hand. Last time I wrote to them, they ignored the content of my letter and my rental return history, which indicated several damaged discs. They wrote back and said "We're sorry you had a damaged disc" and offered me 10% off the next month. When I pointed out that the use of the singular was inappropriate, and once more pointed them to my rental history, they said (essentially), "oops! golly! We'll try harder!". Well, apparently they don't know how. Here's the text of tonight's letter to them. I copied their PR folks and the address supposedly read by their president. I'll keep this thread posted on any communications they send me. I suspect I'll be doing without DVD rentals here soon. (No, Blockbuster isn't an option. Netflix is incompetent, but Blockbuster is unethical).