You want extraordinary customer service? Try Netflix.

One of those heartwarming thanksgiving stories.

I configured an old iPad (Model One) for a friend and her daughter. In particular they wanted Netflix the App for movies when traveling.

But when I came to installing the App, I couldn't. The message said (sorta) "Your software is too old to run Netflix.Tough luck." I checked with the Apple Store genius bar guy and yes it appeared that my older iPad would not run the newest App. Sorry. I called Netflix and one rep said it would and one said it wouldn't and it looked as if the second one was correct.

 

I must have tried at least a half dozen times to re-install the Netflix App both directly from the App Store and via iTunes on my desktop. But didn't work. Same message: "You need to update to the latest iPad system software" which of course I couldn't since the iPad is too old.

 

Since streaming Netflix is one of the most fun things to do on an iPad, I was vexed. While sitting in my favorite expresso, I was feeling whimsical and decided to write to Tim Cook (Apple CEO) and Reed Hasting (Netflix CEO) to complain. "Hey I want my old Netflix App back!" And I explained the situation. Of course I never expected an answer.

 

That email went out at 7:43 AM. (Of course I don't know either man and don't know there email addresses but the web gave me some hints.)

 

At 8:37 AM I see a phone call coming in from a California area code. My cousin? One of my nephews? No. A guy from Netflix. Seriously. Tells me that Reed is really busy this morning! but maybe he could help. Unbelievable. And in fact he did walk me through the process and for some reason (honest I did the exact same thing on my own) it worked and the Netflix app is up and running nicely.

 

Unbelievable customer support. Thanks Netflix. You have some people on a Thanksgiving trip much happier because they can now watch movies on an iPad.

 

Sounds like a heartwarming and corny ad put together by Don Draper? Probably so but it's true.

 

UPDATE: See how Apple and Amazon are treating the same issue. Not so good with Apple & Amazon

Comments

[Joan]

This is so lame. No one at Netflix is able to help get me on using an old version of the Netflix app after 3 calls, 2 hours and aaking for a manager. I don't believe you got this kind of response. If you did, I wish you would have provided how to make it work in your article!

[David Sucher]

Here's what I did on my iPad First generation:

I tried to download the Netflix App FROM my iPad -- NOT from iTunes on my iMac.

I got a little message (very politely) saying something like "Sorry but the new version of an App you are attempting to download will not work with your older iPad. BUT an older version will work. Would you like to download that version?"

And of course I said "YES!" and if it downloaded and then worked fine.