1. customers currently cannot communicate directly with departments. Netflix should welcome brief, organized emails regarding systemic problems because the discretion of phone reps is limited to fixing discrete, specific problems such as “where’s my DVD?”. All too many successful companies eventually become needlessly insular in the name of efficiency.
SPECIFIC EXAMPLES of things worthy of improvement are:
– telling customers awaiting ordered DVDs that their wait will be short when that is not true. Netflix defines “short” as generally less than one week. 2 weeks is therefore, by definition, not a short wait.
– Sending the 2nd and 3rd DVDs(in a 3-part series)before the first one is shipped irriates customers sensibly wanting to watch DVDs in successive order.
– Not explaining on the website why DVDs or streamers that were previously available have been withdrawn insults and irritates customers.
Are You Upset Or Frustrated At A Business?