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My Correspondence with Netflix When They Sent Me a Damaged Disc in 2007

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Thursday, January 27, 2011

My Correspondence with Netflix When They Sent Me a Damaged Disc in 2007

Sent: Tuesday, May 15, 2007 7:50:25 PM
Subject: Other [NFC15]

Listen, I don't mean to be a jerk or anything. I understand discs get damaged and sometimes get shipped out. That’s life. OK. Fine. But you have to understand something: I don't have much in my life right now besides “Scrubs” (and, in particular, Sarah Chalke). I am a miserable, miserable person. I have one friend in Miami (equally miserable) and a girlfriend 3,000 miles away (who will certainly leave me when she gets to know me better; they all do). My professional life—professional life? Ha! What a joke. All I have is “Scrubs.” I look forward to new discs arriving. It allows me a fleeting, momentary escape from my miserable existence. So image how I felt to day: A new disc arrives. I sit on my couch. Dr. Elliot is looking even sassier than usual. All is good. Then my player freezes. I check the disc. Cracked! The whole thing. Cracked. No more “Scrubs” for Joe. I don’t smoke anymore. I don’t drink anymore. I don’t even eat cheese anymore. I mean, I know you are sending out a new disc, but I lost this day. You robbed me of my Tuesday. Tuesday, May 15, 2007, lost to me forever. Whoever is
answering this, I know you aren't personally responsible. Still, I am hurt. I'm not even sure what I want. Yes, I do. I want “Scrubs,” Season 2, Disc 2 here now. But you can’t give that to me, can you? Tomorrow or Friday is not today. Can you give me back my Tuesday?


Hi Joe,

Thanks for your message.

I am sorry to hear that this has caused you distress, and I’d be happy to help. I can definitely address your concerns with Netflix. With regard to everything else in your life, I do hope that perhaps with the (hopeful) improvement in your Netflix service, everything else will take a turn for the best as well.

I certainly apologize for any difficulties you may have experienced with the quality of our discs or the shipments you have received. I can assure you our warehouse staff performs an inspection on each and every DVD before it leaves our warehouse, and will scrap those that cannot be cleaned or repaired. We do rely heavily on our customers to notify us of any defects or damages experienced, so we thank you for your feedback. If a movie is not visibly damaged and there have not been any previous reports of problems, we will ship the copy to the next customer. Our compensation for damaged DVDs is to ship replacement copies as soon as it is possible.

In an attempt to compensate you for any troubles you’ve had, I am issuing you a bonus disc voucher for you to use at your convenience.

Please let us know if there is anything else we can do to ensure you get the most out of your Netflix Membership.

If you have any further questions or concerns, please feel free to contact us.

Netflix Customer Service



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