After a wave of customer backlash to its 60% price hike for its popular movie rental service, Netflix is now under fire for what one Wall Street analyst says is a poor strategy in dealing with customer complaints, according to The Hollywood Reporter.
Richard Greenfield, an analyst with BTIG Research, told clients he and his staff placed 35 calls to Netflix on Wednesday in the course of a few hours. Only 15 calls got through to a rep and only after wait times of 9 to 15 minutes per successful call. One rep said she was looking at 471 customers on hold, Greenfield said in the report.
Sometimes the reps told him to cancel streaming service, while others told him to cancel DVDs in order to keep costs at $7.99 per month. Other times he was told to alternate between the two plans.
“There was literally no (rhyme) or reason to the responses we got,” he said. "There was simply no promo or save technique to offer us a discount to retain our business. This would appear to illustrate that Netflix is simply not concerned with the prospect of losing customers.”