Yesterday, Netflix announced that they will be separating DVDs by mail and streaming into two separate plans rather than offering plans that provide both services. As usual, unhappy customers took to social media to air their grievances.
Previously, for $9.99/month, you could get unlimited DVDs by mail (one at a time) and unlimited streaming from a computer or streaming enabled device. There was also a streaming-only plan for $7.99/month. Once the two services are separated, the unlimited streaming plan and the unlimited DVDs by mail plan will each be $7.99/month.
Netflix explained in their blog that “When we launched our $7.99 unlimited streaming plan, DVDs by mail was treated as a $2 add on to our unlimited streaming plan.” But because of the continuing demand for DVDs by mail, they have decided to offer DVD-only plans.
Customers of Netflix have been taking to Twitter, Facebook, and the Netflix blog to express their opinions about the changes, and almost all of the feedback is negative, to say the least. One day later, there are over 38,000 comments on the status update on Netflix’s Facebook page announcing the change. On Twitter, ‘Dear Netflix’ is still trending. There are almost 8,000 comments on the blog post announcing the change.
One reason customers are so surprised and outraged is because Netflix used to be known for customer loyalty and satisfaction. But this move has turned many customers against them. A lot of people understand the reasoning, but don’t want to choose between a DVD plan and a streaming plan. With only a fraction of their titles available for streaming, most people don’t want that service. What happens when a movie you want to see is only available on DVD? If Netflix improves their streaming library, people might be more accepting of the change. Until then, the social campaign to cancel Netflix lives on.