A simple idea for a better Netflix experience

Over the weekend I wasn’t feeling well, and spent most of my time browsing Netflix on the Apple TV. I found Sports Night, a series I’ve always meant to watch, available to “watch instantly.” I sped through the first season in a day or two, and hoped to finish it quickly (it was a short run). On the third day, I found that Netflix had pulled the entire second season. Just the second, not the first. Just the episodes I hadn’t watched. I went to Twitter, and found that this happens to people all the time.

Negotiating video licensing on the internet is a job I’m glad I don’t have and I respect Netflix for tackling as well as it does. But is it likely that Netflix has less than 24 hours notice when a title is about to be pulled? Netflix is such a smart customer service company. What’s keeping them from sending me an email, like a friend would?

Hey, Matt! We noticed you’ve been watching Sports Night lately. We wanted to let you know that Season 2 will be unavailable to watch instantly after June 28, 2011. If you’d like to add Sports Night Season 2 to your DVD queue, click here. Thanks for being such a great customer, etc. (Insert “ebb and flow” boilerplate here, if you must.)

Thoughtful, considerate, proactive. Exactly the kind of customer service Netflix customers expect.

Published by

Matt Miklic

Making stuff for Automattic and WordPress since 2005. Formerly d.b.a. Matt Thomas.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s