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Netflix Is Destroying Their Service

I just got an email from Netflix:

Dear Greg,

We wanted to let you know we will be eliminating Profiles, the feature that allowed you to set up separate DVD Queues under one account, effective September 1, 2008.

Each additional Profile Queue will be unavailable after September 1, 2008. Before then, we recommend you consolidate any of your Profile Queues to your main account Queue or print them out.

While it may be disappointing to see Profiles go away, this change will help us continue to improve the Netflix website for all our customers.

If you have any questions, please go to http://www.netflix.com/Help?p_faqid=3962 or call us anytime at 1 (888) 638-3549. We apologize for any inconvenience.

- The Netflix Team

It will indeed be disappointing. In fact, it will completely destroy the way yarbiedoll and I use the service, to the point where it will no longer be worth maintaining a subscription. We really enjoy taking advantage of separate Profiles to ensure that we each have a movie at home that we'd be interested in seeing.

I wrote them a suggestion:

I just received an email notification that you will be eliminating Profiles. This feature is the single best feature that your service offers. Please rethink and reverse this decision. When I encourage people to get a Netflix subscription, the Profiles feature is inevitably the feature that closes the deal. If you eliminate them, the way my family uses Netflix will no longer be enjoyable.

As soon as you eliminate Profiles, I will cancel my membership.

Thank you,

Does anyone know if Blockbuster's mail service includes the ability to have multiple queues? I couldn't find anything about it on their website. If they do, it'll be a no-brainer to switch to Blockbuster. If not, we still might switch to them anyway -- the same level of service from Blockbuster would be $1 cheaper.

If you're a Netflix customer and are upset by this change, I encourage you to send them a suggestion that they reverse their decision about it.



( 16 comments — Leave a comment )
Jun. 19th, 2008 01:44 am (UTC)
I just called Netflix. They claim that only 1% of their customers use this feature. The feature is dragging down the website and slowing it down (supposedly) and that's why they are getting rid of it.

It would be different if they could export the sub-profile(s) ratings to another account, but they will just MERGE all the stuff, which is just ridiculous.
Jun. 19th, 2008 01:51 am (UTC)
When I submitted my suggestion, it said, "Please keep in mind that suggestions do not get routed to customer service". Probably directly to the trash bin. I couldn't find a way to submit a question that someone would actually read. I was hoping to submit a billing question that says, "I am getting billed too much now that you took away my favorite feature".
Jun. 19th, 2008 01:52 am (UTC)
I'm upset too
I sent them an email saying the same thing. If you get rid of my profiles I will cancel my service.
Jun. 19th, 2008 02:21 am (UTC)
We don't use that feature. I'm not really sure why we'd need to. We just continually manage the queue together.
Jun. 19th, 2008 02:28 am (UTC)
That feature makes it so easy for us to ensure that we've always got something at home to watch that we'll both enjoy. Also, it acts as a great throttle for the "TV Shows" queue -- no need to tie up 2 of our at-home slots with discs that are part of a series that we haven't gotten that far along in yet.
Jun. 19th, 2008 11:36 am (UTC)
When we had NetFlix, we used it. We had 3 queues: his, hers, and TV Shows. That way, if I didn't watch a movie, she wasn't stuck waiting on me. And, as drmellow states, if we were watching a TV show DVD series, we didn't have multiple discs from the same show at home, wasting slots in our 3-at-a-time.

It was great, the single best feature they had.
Jun. 19th, 2008 03:16 am (UTC)
I like Blockbuster better because of the option to trade in mailed movies at the store and bring a new movie home.... but then again, I just cancelled my sub. too since I'm moving into a household that already has it. :)
Jun. 19th, 2008 11:37 am (UTC)
Wow - that is major suckage.

I can't believe that only 1% of people used this feature. And I don't buy that it slowed the site down.

It was the single best feature they had, and we had 2 or 3 queues from the git-go.
Jun. 19th, 2008 12:37 pm (UTC)
I did not get that e-mail. And I do have a separate queue for A and it works very well. Bummer. Blockbuster does not have that feature and Blockbuster's service is decidedly lackluster.
Jun. 19th, 2008 12:49 pm (UTC)
I'm mad enough about the issue that I'll probably accept lackluster service from a competitor in order to voice my protest with my pocketbook. In the end, when we cancel, we might just end up not getting a replacement subscription anyway.
Jun. 19th, 2008 11:37 pm (UTC)
I got mad at Netflix and went to Blockbuster, but they made me even madder, so I actually went back to Netflix.

The hub for Blockbuster is in Charlotte, instead of Greensboro as Netflix's is, so your turnaround on movie time is twice as long...sometimes more if the mail gets hung up.

That was the biggest thing for me. I know it doesn't sound like much, but with Netflix, say you have and empty queue. You add something on Monday morning, it gets mailed that day, you get it on Tuesday, you watch it Tuesday night, you send it back Wednesday, they get on Thursday and send you something on Friday, which you get on Saturday.

Blockbuster, your Monday morning add doesn't get mailed til Tuesday, you don't get it til Thursday, and even if you mail it back on Friday, you won't get another til Tuesday or Wednesday the next week. So your money savings is really not a savings when you get FAR fewer movies this way.

It's not like this for everyone in the country, of course, but since you would be using the (mostly) same mail service I do, thought I would point this out to you.

True, you can turn in Blockbuster movies at the store, but the whole point of mail service, to me, is that I don't have to leave my house!

On the other hand, Blockbuster gives you two free rentals in the store every month, so it makes up for it a bit, if you don't mind the getting-in-your-car-and-going-to-the-store part.
Jun. 20th, 2008 12:13 am (UTC)
True, you can turn in Blockbuster movies at the store, but the whole point of mail service, to me, is that I don't have to leave my house!

Right, and if it wasn't easy for me to pass a Blockbuster on my way to work every day, that would be a concern. We're typically busy enough that with a 3-at-a-time plan, it's very unlikely that we'll watch them all and end up with nothing to watch.

Good points, though.

What will probably happen is that I'll cancel Netflix and not sign up for a replacement and we'll just enjoy the DVDs we have and don't watch and supplement them with the occasional on-demand or redbox rental.
Jun. 23rd, 2008 02:08 am (UTC)
Keep Netflix Profiles!
Let Netflix know that they are making a huge mistake! Take action both online and offline at http://www.keepnetflixprofiles.org!

Spread the Word! (http://www.keepnetflixprofiles.org)
Jun. 24th, 2008 02:05 am (UTC)
Re: Keep Netflix Profiles!
Jun. 30th, 2008 09:04 pm (UTC)
I just got an email from Netflix saying that they'd changed their minds:
We Are Keeping Netflix Profiles

Dear Andrew & Nicole,

You spoke, and we listened. We are keeping Profiles. Thank you for all the calls and emails telling us how important Profiles are.

We are sorry for any inconvenience we may have caused. We hope the next time you hear from us we will delight, and not disappoint, you.

-Your friends at Netflix

Jun. 30th, 2008 09:22 pm (UTC)
I just got the same email. Glad to see that they listened.
( 16 comments — Leave a comment )

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