Netflix Customer Service Wait Times Absurd

So you might have heard that Netflix didn’t meet their customer acquisition goals this past quarter.  Furthermore, their site went down this past Tuesday (7/24) for a few hours.  Then I had my personal Netflix experience. A few days ago a movie wouldn’t play.  I called, they said they’d ship out a replacement copy.  The replacement copy that arrived was pristine (wonder if they checked first?) – no matter.  I got on the phone, asked the CSR if I could keep this disc longer and still have 3 out.  She confirmed.  I sent the two other discs back a few days later.  Unfortunately, they still haven’t shipped out the 2nd (3 total) disc in my queue probably because I still have the replacement disc.  This doesn’t make sense from a customer service standpoint.  I should be allowed to keep the 3rd (or replacement disc as long as I’d like since my watching it was inconvenienced by the poor disc quality – not my fault.  Here comes my frustration:  I just called and got a 26 minute wait time for a CSR.  Are you freakin’ kidding me?!?!

Oh ya, and I paraphrase (almost quoted), Netflix depends on their CUSTOMERS to find problematic discs.  Makes sense, but they didn’t even sugar coat.

Netflix better act quick cause I smell smoke and when there’s smoke there’s….