March 26, 2008 11:41 AM PDT

Netflix says sorry with 5 percent credit

Posted by Greg Sandoval

Netflix has extended an apology, in the form of a discount, to customers in the wake of an 11-hour site outage.

On Monday, the Web's leading movie-rental service suffered its second extended outage in the past nine months. This time, the glitch led to customers receiving their DVDs a day late. For those who were inconvenienced, Netflix is crediting their account 5 percent.

"We are sorry for any inconvenience this has caused," Netflix told customers via e-mail. "We will issue a (5 percent) credit to your account in the next few days."

Netflix has declined to say what caused the glitch, how many customers were affected, or what the total cost was to the company.

Topics:: Media

Tags:: Netflix,; outage,; glitch,; video

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Add a Comment (Log in or register) 10 comments (Page 1 of 1)

It's a happy dog that wags its tail.
by zlguocius March 26, 2008 12:16 PM PDT: Thanks for the news post. Small point: "it's" is a contraction; "its" is the possessive.; Reply to this comment

5% big deal!
by Grimathy March 26, 2008 2:57 PM PDT: 5% is nothing to a company that is making over 44 million dollars a month. Do the math, even if every one of their almost 7.5 Million subscribers was paying 5.99 a month for service (and I know I pay more than that!) they are rolling in the dough! I have the 13.99 a month service, so I'll get back a whole .70 cents, so at that rate, they end up paying 5.25 million out in "sorry" fee's. Wow, they are going to have to cut out a trip to star bucks next month Kudos to the genius that came up with what is now Netflix, you deserve every penny for doing what Americans love most, watching TV, and to not actually have to go to the video store to boot? Whats not to love!; Reply to this comment View all 2 replies
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Netflix Customer
by worddoctor36 March 26, 2008 4:00 PM PDT: I'm a Netflix customer, get DVD's by mail and use the 'view in now' online system. The delay of a day or so and the site outage was noticeable, but not a great inconvenience for me. Like most of the pundits, I'm interested in what happened and why -- when the site returned, the rating system did not seem to be running and I wondered if it had something to do with that. In unrelated news, I cut back the number of DVD's I was receiving a little. Netflix offers unlimited hours of viewing their online content, and the catalog is growing. Also content available (free) on Hulu.com is competing for my time, a recent development. I'm still loyal to Netflix, but now is not the time to take customer bases for granted. Being more transparent would go further with me than 5% off.; Reply to this comment

Big Deal...
by delf76 March 26, 2008 4:01 PM PDT: Netflix was a day Late getting my DVD out to me--big deal. While the 5% is a nice jesture, it really doesn't change my decision to drop or continue my netflix subscription. Just as long as this doesn't continue to be a problem with them.; Reply to this comment

About Netflix
by sg24ng09 March 27, 2008 7:59 AM PDT: I just wanted to take a minute of my time and express my feelings about Netflix this company is the real deal I've been a member of Netflix for about 3 months now I have the program that lets you see unlimited movies online and floot 2 movies back and forth the day I send them out with in 24 hours or less I do get an email that states they did get my movies and with in a few more hours they send my new movies out its like clock work the price I pay is under $20.00 you can't beat that and one last thing I feel down the road this will be the way folks will watch the tv and movies in demand online without the cable companies involed whats so ever all we will need is a very stong connection for our computers and thats it wait and see. Thanks Again Netflix; Reply to this comment

Netflix is still good
by Fiddlergreen March 27, 2008 6:53 PM PDT: Well, netflix was down for a few hours...who hasn't been? I'm actually impressed that they came back and did something about it. 5% may not be much, but who has done the math on how much 11 hours is out of a month? I have never regretted subscribing to netflix, and this episode has only reaffirmed my satisfaction with the company.; Reply to this comment

delay what delay
by ldtiry March 27, 2008 8:07 PM PDT: I'm a big Netflix fan and browse their site almost daily.....I never noticed a thing.; Reply to this comment

Love the service...
by drezjohnson March 27, 2008 11:11 PM PDT: I've been using Netflix for about 3 months now and I am very satisfied. To be honest I didn't even notice that the site was down. In fact, if not for CNET and other news sites I would probably not have known about it. This incident really doesn't affect my view on Netflix either way but I think a 5 percent credit is a good gesture. I'm still very satisfied customer.; Reply to this comment