Netflix: Bad Math, Good Customer Service

Netflix has been pestering me for ages to signup for a 14-day free trial.  Considering their fairly high-quality Internet streaming service, I decided to give it a try over the holiday season.  As expected, Netflix asks for a credit card so they can convert your free trial into a standard subscription.  I had no intention of going that route and planned to cancel my account after my 14 free days were up.  Only Netflix counts to 14 differently than the rest of us.

I registered in the evening of 18 Dec., 2009.  By my count that gave me to until 1 Jan., 2010 to cancel my subscription.  In the best of worlds, until midnight on the 1st; in the most exact of worlds, until about 8pm – about the same time of day as I started my membership.  Instead, Netflix charged my card on the 31st.  Huh?

“Maybe they counted the first day,” Joanna suggested.  Perhaps, but when I pay for two-day shipping on Tuesday, I don’t expect to get the package on Wednesday.

“Check your email.” was Joanna’s next suggestion.  The confirmation of my registration claimed the trial ended on the 30th.  No matter how you count it, there’s no way to get 14 days between the 18th and the 30th.

Somewhat disgruntled about the bad math, I gave Netflix customer service a call and within 20 seconds the friendly rep had canceled my account, refunded my $8.99 and wished me a nice day.

I suppose good customer service beats bad math.  Besides, I’ve got plenty more email addresses I can use to sign up for more 12 14-day free trails.