Monday, April 10, 2006

Netflix replies and follows through

A couple weeks ago I wrote about gay-bashing comments occurring in the Member Reviews section of Netflix. I sent them e-mail and snail-mail requesting that they investigate. I received a positive e-mail reply last week:
Dear Mr. J,

Thank you for your letter. I apologize for the delayed response. Ms. Kilgore (Chief Marketing Officer) makes every effort to read each and every letter addressed to her, but is unable to personally reply to all of them. We appreciate you taking the time to forward us your inquiries regarding our service. Providing the best Unlimited Rental Service possible and addressing our customer's concerns are our top priorities. We are continually striving to improve our subscription service and all feedback and suggestions we receive are carefully reviewed.

We appreciate your concern regarding the member reviews posted on our site for “Brokeback Mountain”. Per our terms we do not regularly review the content posted on the Web site. However, we do reserve the right to reject or edit such content at anytime without notice. Within the past few weeks we have exercised this right and have removed several member reviews which had been posted for “Brokeback Mountain”. You may reference the Terms of Use by using the following link:

Again we appreciate your concern. If you would like to discuss this further you may contact me at (408) 540-**** Monday through Friday from 6:00am to 2:30pm (Pacific Standard Time).

Sharon Miller


Moby said...

Wow, that was encouraging. Glad to see they take a little responsibility.

Steve said...

Every little action somehow gets heard eventually.

Marc said...

Glad that you got a response. I sent Netflix a letter on the issue but never got a response. Of course, the important thing is that they took care of it.

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