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Because of a tech glitch, Netflix stopped shipping DVDs for three days last week. But customers took it in stride, because Netflix "got ahead of the disaster, put a profuse and prominent apology on its site and sent customers e-mail messages so they learned first about the problem from the company, not some angry tech blog."
(quoting bits blog)
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More About Saying You’re Sorry: NetFlix Does It Right
Usability Counts — Aug 18, '08 – 5:06 PM
From NYTimes Via Good Experience: Netflix, the DVD-by-mail service, largely ceased shipping DVDs to its 8.4 million subscribers for three days this week. The company vaguely blames a technology glitch. Yet, as a result of the mess — which was resolve......
