Users are unhappy with Netflix’s decision to raise prices and they’re letting the content delivery company know it.
Netflix’s customer service lines were full yesterday as customers called into express their feelings on the price hike. There were also 5000 comments on the company’s official blog about the price hike.
Richard Greenfield of BTIG Research told clients that he and his staff placed 35 calls to Netflix on Wednesday over the course of a couple hours and got through to a representative only 15 times after wait times of 9-15 minutes per successful call.
Greenfield’s report, which requires a password to read, even contains audio of a Netflix phone message that says, “We are experiencing higher than normal call volume. Please try your call again later.”
During one of the successful calls, a customer service representative said she was looking at 471 customers on hold, Greenfield said in his report.
Angry customers threatening to cancel are being persuaded by the customer service reps to stay the course because, while the price hike is already in effect for new subscribers, it won’t affect legacy subscribers until September.
“Netflix management had to anticipate an up tick in churn from this major step-up in pricing and the changes to subscription plan packaging. The question is simply whether or not consumer reaction is in-line with their expectations,” Greenfield wrote.