Netflix Demands DVD Back With Rude Letter

When Netflix announced via a press release and blog post on July 12 that it was doing away with its popular $9.99 streaming-and-DVD bundle package, its customers expressed anger, outrage and a sense of betrayal that sent its positive consumer perception plummeting.

Apparently not satisfied by enraging its customers en masse, Netflix has taken to offending them one by one: After earning ire with its sudden price change -- and saying that difference represented "one or two lattes" to most Americans -- Netflix has now sent an atrociously-worded customer service email that a HuffPost Tech reader forwarded in disbelief.

After the price hike, our reader "John" says he switched over to streaming-only at $7.99 per month, canceling the DVD-by-mail portion of his account. He received a confirmation of the account change and then sent back the DVD he had at his home. A few days later, despite having canceled, he received the next movie in his (now non-existent) DVD queue in the mail. Puzzled, and thinking perhaps Netflix was rewarding him for a year of loyal service with some bonus DVD service time, he kept the DVD on his shelf for a couple of days.

Apparently, Netflix wasn't rewarding John for anything. Look at this customer service letter Netflix sent him that weekend:

Now, Netflix, is that any way to talk to your customers? Especially one who had just renewed his account following a PR disaster for your company that had many fleeing to competitors? And especially when sending him the DVD in the first place was your fault?

Another question for Netflix customer service: Why the attitude?

There is a lot in this letter to shake your head at: the fact that they don't say "Thank you" or "Sincerely" or sign off with any kind of salutation; the bold, blunt "Please Return [Title Of Movie]" at the top of the email, which reminds me of Dwight Schrute's "IT IS YOUR BIRTHDAY" sign for Kelly on "The Office"; the sarcastic, intelligence-insulting suggestion that the customer should have signed up for a plan with DVDs if he wanted to watch movies on DVD.

But my favorite part has to be the sentence in which Netflix "noticed" that the customer "still" had a DVD at home. Well, yes, Netflix, people tend to still have DVDs at their homes when you send them DVDs without their asking you to. This is like me walking into my friend's apartment, spilling Coke all over the floor, and then telling my friend I noticed his floor was wet.

John -- who has experience in customer service and says that he would never write an email this brusque on the job -- says that his relationship with Netflix has not been harmed by the incident, as he still views the company as the unbeatable service for streaming video. Nevertheless, he was taken aback by the language of the email, especially coming from a company in the middle of an ongoing public image problem.

UPDATE: Netflix has not responded to a request for comment.

Have you had an awkward interaction with Netflix since the price hike? Let us know: email [e-mail].

Quick Poll

Was Netflix's letter to John rude?

Yes, they could have worded it more nicely.

No, he might have been stealing their DVDs.

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Comments

[A Wright]

03:29 AM on 08/08/2011

Editorial fail. Sponsored narrative. Not news. Give Blockbuster their money back.

[Troy Heck]

05:24 AM on 08/07/2011

I don't think that is that rude.
Dividing the streaming service actually has a very good purpose: the present crop of streaming movies were sort of bottom of the barrel or older stuff. Their goal has always been to include new releases and you can't do that for free.

[PlanetTyler8]

07:32 PM on 08/04/2011

PART I: When Netflix recently decided to up their prices without considering the current economic climate and hardship they would put on loyal customers, they also chose to continue to rolling out the insults and poor judgement on their already strapped customers.

When the price hike took effect, I like a lot of customers changed my account. I was using the 1 Bluray and Unlimited Streaming plan - which initially began at $11.99 and has now jumped to $17.98. My plan was paid through August 15th. After changing my account to only Unlimited Streaming and removing the 1 Bluray at a time offer, I received the exact same email as seen above in this article. I didn't think much of it at the time other than, 'well, duh.' But, what followed in the coming week was even more disturbing

[PlanetTyler8]

07:32 PM on 08/04/2011

PART II: Over the last week Netflix sent me regular format DVD discs. Not the bluray I paid for through Aug. 15th. I called Netflix today and spoke a customer service rep. He was nice in the sense that he wasn't rude - but he certainly wasn't willing to fix the problem albeit for one solution: refund the $2 I paid for bluray and receive regular DVDs until the 15th. Netflix is not giving themselves much of a chance to redeem their image through their customer service. Reason being, they have no real competition out there. They simply do not care.

They claim this issue 'just happened recently' and is some sort of 'bug that Netflix isn't sure how to fix yet.' I explained to the customer service rep that that was a remarkably convenient stance for Netflix to take given the already troubled waters they're in with their customers. Of course the rep argued 'very few customers are upset, actually. it's really just a few.' I asked if he was reading a cue card or if that's what they told them in the sales meeting this morning because all one needs to do is read the blog on their website to clearly see that it's much more than just a 'few' customers. Its virtually all. I went further and asked if he'd like me to being reading them to him, he of course said 'no.'

[PlanetTyler8]

07:31 PM on 08/04/2011

PART III: This conversation went for a good half hour at which the only answer I could come to is that Netflix is so butt-hurt over customers changing their plans and voicing their discontent with an uncalled for change of business, that anyone who decides to make changes to their plans will encounter the same 'bug.' The bug of 'well, we'll just see who has the last word.' They simply will end your bluray DVDs, switch you to regular DVDs and if you want your money back you'll have to call and ask for it. I've spent a week dancing around with DVDs only to send them back immediately. They refuse to credit my account for an additional week and send out bluray. This isn't right. But, what can we do? There isn't really another option... yet.

WARNING to anyone who's thinking of switching their account to Unlimited Streaming only, who already has the bluray service previously attached - if you're paid up through any future dates, make sure Netflix send your Blurays and if not call them immediately and let them know what they're doing. I've honestly never seen a corporation act more like a spoiled bratty child. You downgrade your account - they screw you out of what you've already paid for by refunding your additional charge and sending you what you don't..

[GirlInNYC]

12:54 AM on 08/03/2011

Rude where?

[mpen]

06:06 AM on 08/02/2011

I don't see any rudeness here, just cold, to-the-point professionalism. He needs to return the DVD under the terms of his price plan, they're asking him to do so. No frills, and they do at least say "please".

Though I would have thought they would give you a 28 day grace period. What if you were off on a 2 or 3 week vacation, and got back to find a $14~20 bill for a disc you never should have received in the first place?

[2crudedudes]

02:26 PM on 08/01/2011

Was Netflix's letter to John rude?
Yes, they could have worded it more nicely.
No, he might have been stealing their DVDs.
How about just plain "No"? I don't think he was stealing the DVDs, but I also don't think Netflix was being rude.

[Phxgwen]

07:16 PM on 07/30/2011

Actually not rude. He switched from a 1 DVD at a time plus streaming plan to streaming only and passed the month without returning the DVD. They are just reminding him that that the DVD needs to be returned since he no longer qualifies for the DVD program. Or they will assume he has lost or is keeping the DVD which would mean he will be charged for the DVD.

He did not receive the DVD accidentally..
it was previously part of his monthly service but now is not.

[Frank Lee Mydear]

05:59 PM on 07/30/2011

Not rude to me.

[PatientZeroBeat]

12:12 PM on 07/30/2011

HuffPost, you've got to stop exaggerating your headlines. There's literally nothing rude about that letter. The worst case scenario is that they mistakenly sent him a rental DVD when he didn't want one, and are simply asking for it back.

This "story" seems to go past your usual tabloid-style hype over-exaggeration and into the realm of an agenda with Netflix. Shame on you.

[jordansipp]

01:38 AM on 08/02/2011

Co-sign

[Erik Fjell]

08:55 PM on 07/29/2011

This actually seems like a standard business letter, and I really think that everyone is blowing this whole Netflix price hike WAY out of proportion. They may be higher than I would prefer, but a radical business choice is far from rude or unethical.

They are a business, and they need to make compensation for costs. Their intro period to entice people had to end at some time. It is analogous to a great interest-bearing xchecking account, to get new customers, then lowering the interest rate after they get enough clients. It is standard business practice. It is almost like Huff Post needing for me to suffer through eight separate pop-ups or sections just to post a comment on this story. I had to uncheck the default-checked "send me junk email" or Post to my facebook account" areas. I consider it a part of the annoyance of dealing with businesses.

[chapterhouse whirlpool]

07:27 PM on 07/29/2011

That wasn't rude. Netflix whiners are easily offended apparently. It's not like he called your car a piece of junk and your wife a lesbian.

[Candice Kerchner]

04:20 PM on 07/29/2011

How is that rude? Because they weren't overly nice? Because they made a mistake but were never informed by the person who had this "free" DVD (which they don't do) that they even made a mistake? He just kept it like it was his. Don't be dumb. Nothing ever comes free, especially when you DON'T deserve it.

[justbeme118]

03:55 PM on 07/29/2011

Not rude...just asking for THEIR property back. They have always been courteous whenever I called....My kids gave me this for a gift and I LOVED it. Am switching to streaming only because price increase on ANYTHING is difficult for everyone today.