Netflix BD disc rental discussion thread - Page 91

Is this correct?

Netflix Inc.
100 Winchester Circle
Los Gatos, CA 95032

Btw, I received two more BDs with cracked edges today. Brings my total to sixteen of the last twenty-one since 4/24/'09. I'm headed over to my local postal annex to show Ryan(my local postal worker with daily contact with my USPS automated machine processing facility) the two latest cracked edge BDs and give him print outs of my Netflix history, etc. I'm all over the place with my problem(Netflix area of Facebook, etc.)

Edit: I just confirmed with Netflix customer service that the above address is correct for contacting Andrew Rendich.

Andrew Rendich Chief Service and DVD Operations Officer
Netflix Inc.
100 Winchester Circle
Los Gatos, CA 95032

I left Netflix last year due to a similar percentage of problems and have never received a cracked disc from BlockBuster.

Well, got Rise of the Lycans today in the mail. Guess what? It's cracked. So I followed the procedure highlighted above. The part of the disk that is cracked was right in the center of the edge of the envelope that you open. That's the end that the disk is oriented towards.

So is this the side that is fed into the sorter first?

"Most PRM mailers currently use a two-way DVD mailpiece
for shipping to and from the customer, where the envelope
used to ship the DVD to the customer is converted and used
to return the DVD to the rental company (referred to as the
two-way DVD return mailpiece). One DVD rental company
mailer places the DVD in the front of the envelope on its
way to the customer, creating a hard leading edge on the
mailpiece. On the return trip back to the rental company,
the DVD ends up on the trailing edge when the envelope is
converted by the customer. This is because the customer
tears off the perforated cover of the envelope to expose the
return address. The return address information is printed
upside down relative to the original cover, meaning that the
envelope must be rotated 180 degrees to be processed
upright. After this rotation, the DVD is positioned on the
trailing edge of the envelope, creating a leading flap that is
referred to as a “floppy leading edge.”"

http://www.uspsoig.gov/FOIA_files/MS-AR-08-001.pdf

Thanks John. So if I read that correctly, the part of my disk that is cracked was the hard leading edge.

I just got off the phone with Netflix and USPS. Not even remotely cathartic. The USPS person just takes the complaint, no questions or answers. I'll wait for my call from them.

The Netflix customer service guy (Aaron) was nice enough. He offered mail a replacement immediately and to send the next movie in my queue. I told him this is getting crazy and I want to know what they are doing to fix this. He claimed Netflix is working on new packaging and new machines for the USPS. So he's either placating me or Netflix agrees there's a problem.

I really don't care, I just want the movies to arrive undamaged. I don't want anything free from Netflix. I just want what I'm paying for.

One issue I've seen recently is INK flaking off the artwork -- on at least one DVD and two BDs. Presumably this was caused by being flexed significantly in the USPS system. Large areas of solid color seem susceptible. Some sleeves have had many flakes inside resulting in junk on the data surface. A good cleaning has worked.

You're reading correctly. When the USPS worker calls back let him know immediately that you KNOW the cracked edge damage is due to the USPS automated machine processing because you've carefully removed the discs from the mailers watching the orientation and the cracked edge is ALWAYS directly under the leading edge of the mailer.

Btw, just got another(Bedtime Stories) BD with a cracked edge, makes seventeen out of the last twenty-two since the problem began 4/24/'09. Forty-two BDs delivered previous to 4/24/'09 with no problem. San Bernardino, CA Netflix shipping facility.

"• DMM, Section 101.1.2: A letter-size piece is
nonmachinable if it has one or more of the following
characteristics, including:

e) Is too rigid (does not bend easily when
subjected to a transport belt tension of
40 pounds around an 11-inch diameter turn)."
http://www.uspsoig.gov/FOIA_files/MS-AR-08-001.pdf

"Flexed significantly" hmm, you think?

If you follow the link and read the whole thing, you'll find that for $.17 more each way per disc Netflix can have complete nonmachine USPS processing. Imo, the resulting savings from no more USPS hassles period, elimination of the Netflix USPS liaison position at each Netflix shipping facility(fifty-nine highly paid emplyees,) dramatically reduced wear and tear on the discs, and way reduced customer service calls should just about cover the expense in the long run. Oh, and they can keep on using the gazillion mailers/sleeves they've already got...

I live in Omaha, Nebraska, and the shipping facility is apparently also here in Omaha (I actually didn't realize there was one here, I had never bothered to look).

Needless to say, I got my second set of replacement discs today, and you guessed it, both were cracked. I guess I'll try a third set of replacements.

On a different note, I'm not really sure why it should be my responsibility to contact USPS over this. Isn't Netflix the one with the big USPS contract, and aren't they the ones losing money because of it? Regardless of who's at fault, if this continues I'm just going to speak with my wallet and cancel my account, as I'm definitely not getting what I'm paying for.

What makes you think Netflix isn't doing what it can? The USPS can't be easy to muscle. If they won't cooperate, what's the alternative? Heavier mailers, higher prices, call the waaaambulance.

-Bill

I get 8 discs at a time and I haven't had a cracked one in months.

Exactly my point. Why do I have to call the USPS. Netflix is a $450 million customer of the USPS. You'd think they'd have some leverage on a system hurting for money.

Also, NF should definitely pay the extra $.17. Hell, I'll pay $.17 more a rental ot get them not cracked.

I logged in here tonight to complain that I have been waiting 2 months to get Quantum of Solace shipped, and its not shipped yet, to find out that BDs are being smashed by the 1000s. I haven't had one broken BD, although I had one mailer with a rub-through that ruined the disc.

I think this problem is related to the setup of the processing machines in specific USPS processing centers. I don't have this problem (knock on wood), and others are batting 0.100, so it has got to be a problem by the center.

That sucks about availability. I have no problems getting the latest BD moves. I just got Rise of the Lycans and Taken is coming tomorrow. I also got QoS first week it was out.


The bad news is 50% of disks come cracked. Today I received "The Mummy" and it's cracked. That's 3 in a row. Ugh. I totally agree that this is specific to USPS processing centers. Something is different about my local USPS.

Again I called Netflix and this time spoke with Drew. For all you doubters drew went into a speech about how Netflix has been caught off guard by how fragile blu-ray disks are. They are seeing lots of breakage across the country and are looking at new packaging. It may not be the truth, but that's two Netflix CSRs in a row that gave me the same speech.

Exactly! The USPS has a legal monopoly in moving mail. Anyone honestly think FedEx or UPS couldn't deliver envelopes at a lower cost?

Well, technically, you are with the new BD price increase...

Probably not. The USPS doesn't pay for tolls, parking or parking tickets and they don't pay all the the business taxes UPS and FedEx pay. Also, the USPS has a set route they follow daily which always have deliveries. Therefore, they aren't making a special stop to bring the disc to you. Finally, for car routes, they don't have to turn off their vehicles at every stop - the box is right by the street.

I can't wait to see the flame war on this one!

BS(on Netflix customer service,) I had 42 perfect BD deliveries prior to 4/24/'09. One of the two I received today has a cracked edge bringing my total to 18 ruined(cracked edge) BDs due to faulty USPS machine processing out of 24 BDs delivered since 4/24/'09. San Bernardino, CA Netflix shipping facility. I'm calling Netflix right now just to be a PIA.

Edit: My Netflix customer service guy said my rant was the best he'd heard all day!(because I stayed with the facts and offered constructive criticism...)

After reading through much of the thread, I really feel for you guys. I don't know what I would do if my deliveries all came cracked. I've gotten over two hundred blu-rays at this point with no issues. Hopefully your mail sorter can get their crap in order soon.

BTW, I get mine from the Denver, Co facility.

I resolved my issue (or it resolved itself in coincidence with my efforts) by traveling to the sorting center and dealing with the postmaster at that location. I was always sure to take a broken disk along so they could see what exactly was going on. After a few visits, they ceased with the excuse making about how there were so many possibilities and just became more understanding of what I was going through. I suppose it helped that I also was understanding of what they were going through. The additional sorting work is a big job.

After finding common ground, I left it with them to do what they could to resolve the majority of the problem, which they did. In the 3 months past, I've received 4 cracked br disks, and I don't even want to count how many deliveries but I'd guess at least 20 a month. That rate is acceptable to me if it's ok with nf, so I don't bother to call them nor drive to bother the PO people.

I feel bad for the CS people at NF who take the brunt of this because they really have nothing to do with the issue. I find the nf reps to be some of the nicest folks I've dealt with, and the most helpful. I have never ever gotten the impression that one of them was trying to dup me, nor have I ever felt they were unreasonable in handling things. I have many times been offered free months of service, all of which I declined. I did get 1/2 a month free when one rep credited me even after my asking they did not. I'm not interested in getting something for free, I just want what I pay for and would like the responsible party to be accountable.

For summer, I've dropped my nf plan down to 1 at a time and it had nothing to do with pricing or service. I simply can't watch that many films when it's light past 9pm. When fall arrives, I'll be back to 3 at a time, regardless of what it costs and whether or not they've begun to use new packaging. I fully expect they will soon because this is an issue which is difficult to ignore.

A great solution for NF might be to buy a bunch of blu-ray players and give them out to workers at problem post offices, along with free nf subscriptions! Maybe then they'd see how many of these disks they break, and do something about it! Ultimately, it comes down to their willingness to try to rectify the issues in whatever way fits their situation. I fully expect to see another increase to BR fees before this is resolved.

After hundreds of rented BDs, yesterday I received for the first time a BD that wouldn't play (the other one that came the same day played fine). The surface was spotless, but the edge looked a bit rough. I definitely wouldn't call it cracked. Would someone please post a picture of a cracked disc, or point to a detailed description?

Just for reference, I once received a BD that had visible damage across the entire length of the dics, and still played just fine.

Thanks.

http://marsbox.com/blog/news/cracked...-disc-problem/

http://www.avsforum.com/avs-vb/showt...6#post16417406

http://www.avsforum.com/avs-vb/showt...8#post16425088

http://www.avsforum.com/avs-vb/showt...1#post16043841

For those that think this is coming from the thirteenth chapter of my imagination here's my Netflix rental history:

http://farm4.static.flickr.com/3392/...6c3c3873_b.jpg

http://farm4.static.flickr.com/3377/...ce1956f5_b.jpg

http://farm4.static.flickr.com/3595/...29110fd5_b.jpg


All of the above are BDs except one DVD way back before the cracked edge problem started.

The Spiderwick Chronicles had a weird mar on the disc, probably not a shipping problem.

I think that anybody who has read through this thread should not be questioning anybody. It is clear that some people have very few problems -- others have nothing but problems. It seems to be dependent on local mail handling systems. I'm fortunate to live in a area where I haven't really had any problems. Knock on wood.

Thank you so much for posting the pictures and the links. The one I had yesterday was nothing like that. It just had a rougher edge than normal, otherwise it was immaculate, but it wouldn't do anything, the player wouldn't even recognize it.

i've not had any cracked normal dvds lately, but man, whoever has dogfights season 1 disc 3 send it back in already, its been on 'short wait' for 3 weeks now. i need my jet fighting fix.

It's available "Now" from the San Bernardino, CA Netflix shipping facility...

Two more blu-rays from Netflix today. The good news is only one of them is cracked. NF customer service offered to credit me for my blu-ray surcharge. I said no thanks, how about you contact my local post office and fix the problem. He giggled and agreed that nobody from NF was going to visit my local sorting facility.

BTW, I called the 800-ASK-USPS three days ago. No call back. So, calling them now. I guess I'm going to take K-Spaz's advice and drive down to my local sorting facility and nicely bring this subject up with them.

I think it is more like MOST people do not have problems, and problems of any kind are magnified on forums like this where there is an opportunity to vent your anguish.
And that's not a bad thing! And frequently the right people hear about these issues and work to help resolve them.
I am not belittling these problems, but trying to put them in perspective. I have several friends and relatives that live in various locations, rent from Netflix and rarely get an unplayable disk.

If I get on the threads related to my display, I often feel damn lucky I don't have any of the problems that are continually discussed, day after day, for the last several months.
I see the NF problem as geographical, especially where the USPS is concerned. Training of postal employees, knowledgeable and experienced supervision, as well as the status of the facilities themselves, are huge variables.
Things can change too, depending on local management, for better or worse.
I hope for all of you with problems (who knows, it could be me tomorrow!) they are resolved, and with expedience!