When I get a scratched disc from Netflix (which has been the case for me in 3 out of the last 4 discs), I typically just watch through the rest of the film, hoping I didn’t miss too much. If the scratch is halfway through the movie it isn’t like I’m going to just stop there, fill out the Netflix scratched disc form, and then finish watching the movie in a couple days.

When you report a scratched disk to Netflix, they give you the following options:

• Send a replacement copy of the same movie.
• Don’t send me anything I’m fine.

The problem, of course, is that I’m not a satisfied customer and sending me the same movie isn’t going to me make me satisfied either.

Seems to me the offer that Netflix makes to people who report scratched disks has little to no value. There’s no reason to report a scratched disk because they’re only going to give you what you already saw but you’ll have to wait a few days. I’ll continue to report scratched disks to them so that other people won’t have the same bad experience I did.

I guess Netflix has successfully outsourced customer service to the customer.

Related articles

• Craig Newmark: “Customer service is public service” (huffingtonpost.com)
• Netflix Fills New Chief Service and DVD Operations Officer Position (readwriteweb.com)
• Netflix Customer Service Wows Me Again (life.firelace.com)