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Review 5/17/2011
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I have been a Netflix member for about three months now, and until today I would have given them five stars hands-down. We are on the 1 DVD-out at a time plan, with unlimited streaming option at $9.99 per month. Every since I have been a member, I have been able to stream 2 movies at once. While that wasn't 'unlimited', I understand the unlimited applies to time, and I also understand the need to limit the number of streams, so I was content with 2 simultaneous streams.
Tonight I went to watch a show and I got the error message saying that I already had one movie playing and that I needed to stop that stream in order to view another. I frantically searched my account details, FAQ, help, etc. to find out why suddenly I could only watch 1 stream at a time. I phoned customer support who told me, "well you are on the 1 DVD plan, which means you only have 1 stream at a time. There is always a backup stream in case something happens, and it appears you have been able to access both streams until tonight, and the system has caught it, and 'fixed' it."
That's all well and good, but you just cut my service in half, through your own fault, and that's the response I get? I also complained about the fact that nowhere (at least that I could find) do the Terms of service say that the number of simultaneous streams is equal to the number of DVDs-out that your membership allows!
So, my beef is more about their confusing Terms of Service, and the fact that you can't e-mail anyone in the company! You call, and of course the agent who answers doesn't have authority to do anything. I guess I could have escalated, and I may end up calling back and doing just that. I totally understand the need to limit streams, etc. but when you cut my service in half,through no fault of mine, you should notify me of the error and let me know that you are going to cut my service, not just cut my service and not notify me. Extremely poor customer service in that regard, along with the fact that you can't contact anybody, other than calling customer service agents.
I love the service otherwise, fast shipping of DVDs, good selection of streaming video. The customer service agent was polite and friendly, just not very helpful, again, because he didn't have the authority to do anything about it.
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