My husband and I use Netflix for our movie rentals. The unlimited streaming has become a favorite at our house. Being technical, we have a lot of machines. We have our machines at work and the ones at home and I finally got myself a new laptop over the weekend. I went to watch a streaming video from Netflix and before the show popped up I got a message saying that 8 machines had been used to watch streaming video and to please call customer service to confirm my account wasn't being used by unauthorized parties.
So I called. The first time, I was told that my wait time was in excess of 26 minutes. I was running short on time so I hung up and figured I would call back the next day. The second time I was told that my wait time was in excess of 26 minutes (why 26 minutes by the way??) and I have been on the phone for over an hour waiting for them. The regular customer service line's hold time is less than 5 minutes. So, I had my husband call them while I wait on the hold from hell. They can't help you at the regular customer service number.
What I want to know is why? Why does it take over an hour to reset my account when it doesn't take that long to do? Why isn't there an online feature for that? Apple and Zune both have that kind of feature. I understand about piracy and needing to make sure that I didn't give my username / password to 200 of my closest friends, but COME ON!! This is ridiculous. I guess that once you are a customer, you aren't important anymore. I doubt it would take that long for me to sign up... Oh wait, I can do that online.
UPDATE: So after waiting on the phone for more than two hours, I'm informed that according to the terms of service, we are only authorized for 4 machines / year. I have already hit those four machines, so I'm screwed. I guess I won't be reinstalling any operating systems. How non customer service friendly. AND... why couldn't they just say that in their pop up? Point me to the terms of service or something...