Another Netflix Revolutionary Approach: Offering Discounts for Outages

by Barry Moltz on July 18, 2011

I received an “astonishing” email today:

Dear Barry,

Recently you may have had trouble instantly watching movies or TV episodes due to a technical issue on our end.

We are sorry for the inconvenience this may have caused.  If you attempted and were unable to instantly watch TV episodes or movies yesterday, click on this account specific link in the next 7 days to apply your 3% credit to your next billing statement.  Credit can only be applied once.

Ready to start watching again?  Browse our selection.

Again, we apologize for any inconvenience and thank you for your understanding.  If you need further assistance, please call us at 1-866-923-0898.

–The Netflix Team

Wow, a service utility offering a discount for an outage?  Have you ever heard of a cable, telephone or utility company doing this?  Never!  They all need to follow Netflix’s example of not only giving a discount but offering it without being asked!

{ 2 comments… read them below or add one }

Adam Golomb July 19, 2011 at 8:49 am

Barry,
I usually agree with what you say but in this case I must comment. How can you commend a company like Netflix for giving a refund when they also increased their prices by 60%? Have you checked out their Facebook page? They have over 60,000 negative comments about this price change. Doesn’t sound like good customer service.

Adam

Barry Moltz July 19, 2011 at 8:57 am

This is a great point. Do you think that this policy is to counteract the bad press for the price increase? Is a price increase bad customer service or just a strategic marketing mistake?

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