Netflix apologizes for downtime, offers service credit

By on March 24, 2011, 1:29 PM
Two days ago, Netflix was down for several hours. Many users were frustrated as they could not stream videos from the Watch Instantly service, via all of its many forms.

Today, Netflix has issued an apology and a 3 percent service credit to affected users (you have one week to apply it to your next billing statement). Interestingly, the company did not explain why the service was down, and simply referenced "technical issues."

Last year, Netflix saw its biggest year yet, adding 7.7 million subscribers and passing the 20 million subscriber mark. It was recently revealed that Netflix's share of digital movie units, downloaded and streamed, reached 61 percent between January 2011 and February 2011. The company is slowly but surely revolutionizing the movie industry, and so it must be very careful about its image.

This year, the company is considering an overseas expansion. In order for users to continue embracing the service, especially internationally, it's important that Netflix not only innovates, but also takes the correct steps when it screws up.

Below is the full message sent out by the company. It was titled "We're sorry you may had trouble watching Instantly" and should have appeared whenever you opened up Netflix today.

Dear User,

Recently 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. 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 for your Watch Instantly Unlimited plan. Credit can only be applied once.

Ready to start watching again? Check out our latest 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

User Comments: 9

Got something to say? Post a comment
Lurker101 said:

Netflix went down. Many users were frustrated. Many, many more people though, either didn't know or simply didn't care.

vipor231 said:

i never received that email,so where is my credit

Rick Rick, TechSpot Staff, said:

Lurker101 said:

Many, many more people though, either didn't know or simply didn't care.

Yup. 97% of them.

Tekkaraiden Tekkaraiden said:

Is that why it was misbehaving two nights ago. I do appreciate the gesture and will take advantage.

treeski treeski said:

*Shrug* technical problems happen... As long as it's nothing frequent, it's no biggie in my book. I tried to watch stuff during the down time... When I saw it didn't work I just watched something I had previously downloaded.

Guest said:

sweet deal! i'll take the credit.

i did notice an issue, but it was for only one evening, and as the prior reader stated, i just watched another flick i had downloaded :)

way to got netflix for stepping up!

Renrew Renrew said:

Kudos, Netflix--you can teach most companies a thing or two about customer service!

Relic Relic, TechSpot Chancellor, said:

Definitely appreciate this as I was having some issues.

Guest said:

It is nice to see a company out there that still cares for its customers and alot of companies can learn from their gesture. With ATT, it is a pain in the butt getting a refund when they leave you without service for a couple of days. Thanks Netflix and wishing you many years of success and please continue treating your customers good. They pay your bills.

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