Here Take 2% Off Your Monthly Bill We Made A Mistake

What characteristics do you look into before buying a service?  Most people look into price or quality of product, but I am here to proclaim customer service needs its place alongside these.  Great customer service is hard to find these days.  The bottom line is that most support departments are controlled by an automated teller leading to no where or to an offshore environment with language barriers.  Both of these issues happened to me with one call to Pay Pal  Support.  The call took forever to get through the automated messages and then continued to get worst when a representative that was impossible to understand for an English Only caller picked up.  What made the situation worst was that the representative provided no assistance and then asked if they could do anything more for me.  My answer was “YES, help me fix the issue I am calling in about!”

Netflix recently pulled off one of the greatest customer service moves of all time.  They sent out an email to their customers saying “We’re Sorry.”  Not only did they say they were sorry, but they also refunded 2% of their customers bills.  2% doesn’t sound like a lot but with the huge magnitude of Netflix subscribers they will definitely take a hit.  So what did they do to apologize and offer the refund?  You might be surprised there were no racial remarks, leaked credit cards, or anything like that.  The issue was an XBox Live streaming outage for a day.

Hopefully more companies will follow Netflix’s example.  As for me, I am a Blockbuster Online subscriber and they are treading water.  If they screw up even the slightest bit, I am making the move to Netflix.

Netflix story via techcrunch

Related posts:

1. Stupid Help Desk Stories To Make You Feel Better About Yourself
2. What Would An Amazon Owned Netflix Look Like
3. Twitter Saves ComCast