I am an avid Netflix subscriber, and late last night I received this email from them:
We're Sorry Your DVD Was Delayed
Dear Ian,
As you may have heard, our shipping system was unexpectedly down for most of Monday. We should have shipped you a DVD but were unable to. Your DVD was shipped today, Tuesday, March 25th, instead.
We are sorry for any inconvenience this has caused. We will issue a 5% credit to your account in the next few days. You don't need to do anything. The credit will be automatically applied to your next billing statement.
Again, we apologize for the delay and thank you for your understanding. If you need further assistance, please call us at 1 (888) 638-3549.
-The Netflix Team
Now, the movie is only going to be delayed one day, and I probably would not have had time to watch it today anyway. However, unlikes many businesses of today, Netflix not only acknowledged fault and apologized, but then, unbidden, gave me a discount on this month's bill. Obviously $0.80 is not going to make or break me, but the sheer fact that they did it is the important thing, and it is one of the most impressive things I have seen a company do for a customer in long time.
It would be have supremely easy for them to say nothing; I probably would have just assumed the USPS botched the shipping and didn't get it to me on time. But they didn't, and that's what counts.
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