Netflix Customer Support

Yet another blog post?! My god…

When I first learnt that the only way to contact Netflix customer support was through phone support, I felt a bit annoyed. There’s plenty of things I would like to report/suggest via a short email or contact form, rather than wait on the phone and having to explain it in person.

So initially, I had tried to contact them through Twitter via @netflix and @Netflixhelps. Sometimes I’d get a reply within 24-48 hours. Other times my tweet would disappear into the oblivion. It wasn’t the most reliable way of contacting their support, but I wasn’t going to call just to make a suggestion.

Anyway, I made my first call to Netflix yesterday. I’m not sure what their peak hours are like, but when I called around 2-3am, the wait time was pretty much non-existent. As I mentioned yesterday, they had sent me the wrong DVD and I had reported it via their website. I also selected to have a replacement sent immediately. Unfortunately, I forgot Dexter season 3 was going to be released on Tuesday and personally would rather get Dexter first before Death Note part 1. I saw that the replacement wasn’t planned to be shipped out until Tuesday. I called in and got someone on the other end within 15 seconds. I asked him if he could cancel the replacement order as I’d like something else on my queue before it.

He said unfortunately the order’s been locked and is shipping directly from a different service center. I felt a bit disappointed, but that’s when he said, he’d give me a courtesy bonus DVD for my troubles. I said, “Awesome!” +1 for Netflix.

Tonight, after I found out that the Ghost in the Shell: Stand Alone Complex feature films were just shortened versions of the TV series, I decided to watch Ghost In the Shell: Sold State Society. Unfortunately the audio/video was so out of sync, at least a few seconds. There’s been several reviews mentioning the audio/video sync issue already. Once again, the only way to report this issue was by calling in.

I called in again, once again in the middle of the night around 2am, so no waiting time involved. I mentioned the audio sync issue and the title of the film I was trying to watch and she mentions that it had been reported earlier and the technicians are already working on it. Unfortunately she couldn’t give me an ETA on when it would be fixed, but thanked me for reporting the issue.

All in all, I’m unexpectedly satisfied with Netflix customer service through the phone. The phone operators are well trained and there’s no automated phone system to navigate through. You call, enter your 6 digit code, and you get an operator. I’m a happy camper.

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