fiddle2 entry

Date: 2009-02-13 17:45:27 (Author: trav)
Link: http://travis.kroh.net/archives/005075.php

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I love Netflix. I have the Roku Netflix player, and there was a movie that wasn't playing properly. I figured it would get fixed after a while, but after several weeks, the audio was still all messed up. I wasn't really dying to see the movie, but I was kind of curious about the issue, so I decided to contact tech support.

1. I figured I'd just send an e-mail, since I wasn't really interested in waiting on hold, but I found that they don't even bother with anything other than phone support, and the hold time was less than a minute.
2. After my short wait, the call was answered by a delightful, articulate, American girl.
3. I explain that "I have the Roku set-top player, and there's this one movie, Welcome to the Dollhouse, that won't play properly...." She interrupted me to say (!) "Oh, yeah. I tried to watch that the other night—I have the Roku player, too. That's actually a known issue... the file was loaded incorrectly. Oh, I show that the issue has been removed. I'll re-submit the error. If you really want to watch the movie, what I can do is send out the disc as a courtesy. Have you ever seen it? It's a really funny movie. I love the scene where...."

I don't recall the last time I enjoyed a support call as much. I almost didn't want to hang up--I wanted to talk about movies with her. A customer support rep.! Who knew?