Posts tagged FAIL
Two distinct services + two distinct accounts + two distinct charges = a mega-customer service #FAIL. In his blog post Netflix CEO, Reed Hastings, attempted to explain his decision to separate the DVD business from its streaming business by spinning off the DVD business to a service named “Qwikster”. Each service will require a separate log-on for the systems will not be integrated. Each service will be charged separately so should you subscribe two both services your credit card will be charged twice.
The lack of integration is alarming. Will Netflix users have to manage two distinct queues? Apparently so. The unified DVD/Streaming user experience will become a thing of the past. Netflix promises a more simple user interface for each service but since they will be separate, customers will be passed along the burden of managing two distinct services that used to be one. How is that more simple? Why not keep the services integrated and redesign the UI?
Hastings claims that by splitting the two services into two companies each service will be better. It seems to me that Netflix’s inability or refusal to run these services under a single brand will be its downfall. ”Qwikster” will be a constant reminder of continued poor strategic decisions at a company that has completely lost touch with its customers.
All I want to do is watch movies. Sometimes I like watching movies via DVD. Sometimes I like watching movies via streaming. Netflix used to meet those needs. Now they don’t and I, for one, will be looking for a unified service that can meet my needs the way I want them…the way Netflix used to.
