In a letter posted on the Netflix Web site late Sunday night, the company’s chief executive, Reed Hastings, apologized for the way he handled recent changes in pricing and subscription services, which were announced this past summer and have since caused Netflix customers to walk away in droves. “I messed up,” Mr. Hastings said. “I owe everyone an explanation.”
Mr. Hastings also announced that the DVD-by-mail service, where the company began, will be renamed Qwikster. Those distinctive red envelopes will become part of a separate brand with its own management team.
The name Netflix will remain for movie streaming, according to the statement, which was posted around 9 p.m. Pacific time. Qwikster and Netflix will now appear as separate lines on customers’ credit card bills. The price of the company’s services will not change.”We’re done with that!” Mr. Hastings said. It was, after all, just that kind of change that prompted outrage among Netflix customers this summer, when the cost of a subscription that included unlimited online movie streaming plus one DVD-by-mail at a time went from $10 per month to $16 per month. That 60 percent increase has cost the company about 1 million of its 25 million customers, a greater exodus than they expected, company representatives have said.
But Mr. Hastings did not apologize for increasing subscription fees, or for asking customers to think about the two services separately. Instead, he blamed his own “arrogance based upon past success” for a failure to communicate in the face of a fast-changing business model. For more information about the price increase check out the full article at yahoo.com
- Media Decoder Blog: Netflix C.E.O. Apologizes for Handling of Price Increase (mediadecoder.blogs.nytimes.com)
- Netflix CEO Reed Hastings on Qwikster & What Went Wrong [VIDEO] (mashable.com)
- “I Messed Up” – Reed Hastings, CEO and Co-Founder, Netflix (inquisitr.com)