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).
| Once more, less than half a month after getting your WRITTEN ASSURANCE that you were putting more effort into reviewing discs for damage before sending them out, you've sent me a damaged disc. |
THE FRESHMAN disc had a large scratch near the outer ring. This prevented it from playing through the end of the movie without long pauses and entire sections skipped.
This damage was eminently evident, and should have been caught by your review department.
Their neglect has cost me one more evening of entertainment, and embarrassment in front of my family.
Since you can't be trusted to not send out this same damaged disc to another customer, I have ensured that it is unmistakably marked.
Fix your problems. Refund my wasted month's rental. Do SOMETHING REAL to fix the situation -- not just sending reassurances that turn out to be worth less than the electrons used to transmit them.
Do this, or lose yet another long-time customer.
I'm very disappointed in you.
Please be assured that my experience will appear on the Home Theater Forum -- the largest Home Theater discussion forum on the Internet, along with whatever input you choose to give me. I fear that it will be just one more "Goodbye, Netflix" post, but people deserve to know.