Now that’s good customer service
Yesterday I received an email from Netflix, the video-streaming company I signed up with as soon as it opened up shop in Canada.
Here’s what the email read:
Yesterday, you may have had trouble instantly watching TV episodes or movies due to technical issues.
We are sorry for the inconvenience this may have caused. This is not a great way to begin your Netflix membership. So that you can properly experience Netflix, we would like to extend your free trial by one day. 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 extend your free trial. Credit can only be applied once.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
The best part? I hadn’t even attempted to use Netflix on the day it had it suffered technical issues. These guys not only contacted me (and presumably all other customers) about a problem they had—they apologized for it and extended a credit for it. Contrast this with the behaviour of many a media behemoth, which, far from contacting their users to apologize for their glitches, go about fixing them as quietly as possible, hoping that no one will notice.