Netflix Was Ready for Your Hate

Call centers added employees to prepare for price hike backlash
By Kevin Spak,  Newser Staff
Posted Jul 14, 2011 9:02 AM CDT
Netflix Is Ready for Your Hate
In this Nov. 22, 2010 photo, a movie selected from among Netflix's "Watch Instantly" titles begins to download on a home computer screen in New York.   (AP Photo/James H. Collins, file)

Well, now we know what a portion of those new, higher Netflix fees could be used for: to pay call center reps to deal with angry customers. Customer service reps have been telling callers that the company not only told them to be ready for a backlash, it hired extra employees to take the calls, CNET reports. “We tested, we researched, we analyzed. We knew what the reaction was going to be,” a spokesman confirmed. “We are not surprised.”

Despite the extra manpower, the phone lines have been overwhelmed. One analyst found that it took representatives nine to 15 minutes to get to the many callers on hold. When they did pick up, their suggestion was to just cancel in September, when the price increase hits. “There was simply no promo or 'save' technique to … retain our business,” he complained, indicating that “Netflix is simply not concerned with the prospect of losing customers.” But hey, it’s not all bad news, Netflix users: The company has renewed its deal with NBC Universal, so at least you can stream new episodes of 30 Rock. (More Netflix stories.)

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