Like you, I've got electronic gadgets. Sometimes they work great; other times, it's a big mystery why they don't.
The other night our Netflix account was completely inaccessible. We were unable to access it through Apple TV, by phone (busy signal), online (web page wouldn't load), and through an iPad app. We were shut out. In the scheme of life, of course, this is a very minor inconvenience, and whenever technology fails to work, I think about Louis CK's observation that everything's amazing and nobody's happy. So, life rolled along.
I put the technological hiccup out of my mind, until this morning when I received an email from Netflix:
Recently you may have had trouble instantly watching movies or TV episodes due to a technical issue on our end.
We are sorry for the inconvenience this may have caused. If you attempted and were unable to instantly watch TV episodes or movies yesterday, click on this account specific link in the next 7 days to apply a 3% credit to your next billing statement for your $7.99 a month Unlimited Streaming plan. Credit can only be applied once.
Ready to start watching again? Browse our selection.
Again, we apologize for any inconvenience and thank you for your understanding. If you need further assistance, please call us at 1-866-923-0898.
–The Netflix Team
Wow! Not only did I really appreciate the proactive distribution of information, but I was also impressed by their action – to refund customers' fees, however small the amount 3% would represent, to satisfy and be accountable for the problem. Great work, Netflix!
My experience with other technology providers is less than stellar. For example, my cell phone service for my iPhone is by At&T. Even though I live in the fifth largest city in the U.S., there are times when the service bar says, "No service," in my house. I have missed and dropped countless important calls because of AT&T's spotty service. And not only have I never received an email apology, I've had customer service representatives take zero responsibility on behalf of the company. I always wonder if the information escalates beyond the guy on the phone. Do AT&T technicians ever hear of these problems so they can make corrections?
The experience of a brand is the sum total of many interactions customers have with it. Communications can enhance those experiences, but small, sincere actions catapult the customer experience even farther.
What has been your experience?