Reed Hastings and the Netflix Debacle--Dude, You Owe Me

Dear Reed,

Please take no offense that I have called you by your first name. However, all emails I receive from Netflix call me by my first name.

Let me tell you my beef. It aggravates me that you squandered my loyalty. I was touting the praises of Netflix to my uninitiated, technically-challenged friends years before anyone cared about your company. I got them to join and helped them maneuver their way through this new high tech concept. I bought my mother a six-month membership as a Christmas present. (It took her six months to work up the courage, but she finally used it and then joined.) I paid extra for blu-ray. I watched documentaries at my leisure through your streaming. I used my iPad and PS3 to enjoy those services.

My bill went from $17.99 to $26 a month.

I felt robbed. I had to choose Netflix or cable. A horrible choice. But in this economy I could no longer have both.

I miss my documentaries. I miss the movies that never made it to the big screen and were still amazing movies. I miss my Netflix. But I can't afford you.

I was faithful. I was loyal. I promoted your brand. In my estimation, Netflix owes me about a year of free service to make up for the business I brought to you. Don't worry. I know I won't get that.

I do want you to know that customer loyalty is an extremely important asset. I stay with companies who have a respect for my hard-earned dollar. I promote companies who do right by their customers.

Reed, you screwed up. Netflix is still a goldmine. But what have you done to restore their faith? If your hope is new customers, then I wouldn't count on good numbers for that. You need to do some serious advertising. Probably something funny with you admitting how much you screwed up. Funny would probably be your best approach. I don't know.,.something like Vin Diesel hanging you over the edge of the building making you promise to never make a dumb move like that again. (Obviously, you would not be literally hanging over the building.) Maybe buy some Superbowl advertising time.

But who am I? Just some nerd who watches documentaries, and occasionally gets stupid action and sci-fi movies for my nerdy husband.

Sincerely, an ex-Netflix supporter,
Jenbold@aol.com