'Throttling' Angers Netflix Heavy Renters

[Kire]

'Throttling' Angers Netflix Heavy Renters

By MICHAEL LIEDTKE, AP Business Writer Fri Feb 10, 9:48 PM ET

SAN FRANCISCO - Manuel Villanueva realizes he has been getting a pretty good deal since he signed up for Netflix Inc.'s online DVD rental service 2 1/2 years ago, but he still feels shortchanged. That's because the $17.99 monthly fee that he pays to rent up to three DVDs at a time would amount to an even bigger bargain if the company didn't penalize him for returning his movies so quickly.

Netflix typically sends about 13 movies per month to Villanueva's home in Warren, Mich. — down from the 18 to 22 DVDs he once received before the company's automated system identified him as a heavy renter and began delaying his shipments to protect its profits.

The same Netflix formula also shoves Villanueva to the back of the line for the most-wanted DVDs, so the service can send those popular flicks to new subscribers and infrequent renters.

The little-known practice, called "throttling" by critics, means Netflix customers who pay the same price for the same service are often treated differently, depending on their rental patterns.

More: http://news.yahoo.com/s/ap/20060211/ap_on_re_us/netflix_throttling;_ylt=AtxPFfVTBNTtU4zTLvKxVuis0NUE;_ylu=X3oDMTA3ODdxdHBhBHNlYwM5NjQ-

[GalleryGod]

1. That's an Eye Opener !

Arrrrrgh !! The Bah-stids!

[Radical Activist]

2. I just learned of this last week.

When a DVD shipment was delayed for a day and then sent from a city two time zones a day, which took four days in the mail. When I looked for a way to complain I couldn't find any way for customers to contact the company from their website. assholes. If this continues to happen I'm going to cancel the service.

[Radical Activist]

3. Customer satisfaction

I just read the CEO's Bullshit claim about high customer satisfaction. Every once in a while I get an email asking how long it took to get a DVD and if I was happy with it. However, THEY choose which DVD's you can give feedback on. I was sent three DVD's in a row which all came very late and was then sent a customer satisfaction email for the fourth DVD which came quickly, leaving me no way to complain about the previous three which were late.

It seriously pisses me off to hear the Netflix CEO brag that they receive few complaints when they don't provide a method for costumers to contact them with complaints.

[Cathyclysmic]

4. This started happening to us recently..

We signed up for Net flicks in October. Ok, so we watch alot of movies,documentaries and T.V series. At first, movies would get here in a day. I would mail the movies back and Netflicks would receive them by noon the next day and ship out another.

About three weeks ago, things slowed down. So now, it takes them 3 days to receive what I mailed and three to five days for the new movie to arrive. Eight days compared to what used to take a little less then three.

I understand they want to make a profit, but this is underhanded. I'm willing to pay more to have the DVD show up at a reasonable time.

[Glimmer of Hope]

5. Their service if so much different than it was a year ago.

I used to receive new DVDs within two days but now it is hit or miss. For instance, on Monday I sent back three DVDs on the same day. Two were processed two days later but it took four days to process the third. I also noticed that sometimes I'll receive a DVD from the other side of the country instead of a facility that is nearby. Their service use to be so fast and consistent. - It was great.

And yes, their customer service is non-existent. I sent an email once and received an auto reply.