Wow. Now, that's the kind of customer service I like.

[susandennis]

I've been a Netflix customer since forever. Today was the second time I ever remember calling them. (The first time was years ago when I canceled my account. When I reinstated it about a year after that, my old queue was waiting for me!) In the olden days, I think I had some email exchanges but, apparently, that's no longer an option so now you call.

The problem is that The Wire Season 2, Disc 2 has been at the top of my queue since the Nixon administration and they keep NOT sending it! I sent two movies back and today they skipped it again and that was the straw so I called.

The website said 3 minute wait. Yeah right.

I dialed. I got a very simple telephone tree - 2 options. I punched in the 6 digits that the website gave me and was told it would be 3 minutes. It was 2. Actually 1 and some change.

Ken - who, thanks to the 6 digits I punched in - had my queue in front of him and after introducing himself asked for my name politely and kindly and asked how he could help me using a tone of voice that sounded like he really wanted to.

I explained. He said he'd send out a bonus movie right now and, hopefully, that would be The Wire Season 2, Disc 2. We chatted about the hows and whys and what I could do next time and that was it. 5 minutes later my queue shows that The Wire Season 2, Disc 2 will be here on Thursday.

As I look back on the conversation, outside of sending the DVD, he really was no help at all. He couldn't tell me how to work the system to get what I wanted or why the system wasn't working the way it should.

But the way he talked - his tone, his words, his kindness.... Frankly, even before I knew the correct DVD was coming, I was a happy customer again.

He was so nice, I may call next week just to say hi.

What a delightful experience.

Comments

[pinkfish.livejournal.com]

Susan and Ken sittin' in a tree . . .

[susandennis]

lalalalalala

[slinkr.livejournal.com]

Weird. I worked my way through the first four seasons of The Wire over the last few months and never had a problem getting any of the discs.

[susandennis]

Well, heck, if you're done... send 'em back, would ya? :)

[machupicchu.livejournal.com]

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Wow, that's awesome -- I haven't needed Netflix customer service in ages (I've been a member since December 2004) but when I did, there were no phone numbers to be found on the website, and email addresses were even harder to find. I'm glad to hear they've changed it up a bit, and for the better (a smart move on their part, what with their competition with other DVD mail rental services and all -- all this time, the biggest reason I stuck with Netflix was because they had the largest catalog and the best website, at least for when things were working properly).
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[shanynrose.livejournal.com]

The coolest thing that ever happened to me with Netflix was actually the time a DVD got lost. When I was in college, my future (now ex) brother-in-law actually got arrested for not returning a videotape to 7-11. This was in Tri-Cities in 1989. They said the videotape cost was something over $100. He got pulled over for a burned out taillight and taken to jail for theft, with bail at more than $1000. He wasn't even the one who rented the movie, but that's another story. Jail over a videotape is interesting enough.

Netflix? They charged me $19.99 and when I found it, I owned it. End of story.

[nitemirror.livejournal.com]

As much as I really shouldn't spend the money on them, I took Netflix up on their free trial offer back in January, and decided to join. I have been very happy with them so far. :)

Hmm, compared to you and some of the other comments, I'm still a Netflix babe in the woods though.