having trouble contacting Netflix to resolve problem

February 1, 2020 12:10 PM

I've tried calling Netflix on the phone, but the people I talk to cannot solve my problem. This is the second time I've had this problem. Is there another way to contact someone in technical services? See explanation below.

Some months ago, I found that I could not rearrange the order of the movies and shows in "My List". I called Netflix and talked for about 40 minutes, and the only solution the person could come up with was to start a new profile. I did that and at first it worked, although I lost all information about what I have already seen. Now, some months later, it's happening again with the "new" profile, and again I was told to start a new profile. Not good enough!!!! I want to talk to someone in technical services or a manager or someone other than a phone jockey. How can I contact someone within Netflix to resolve this problem or get some other kind of compensation?

posted by ydaltak to Computers & Internet (6 answers total)

I've been having this problem as well. They don't care about us listmakers one bit, and this isn't the first problem I've had.

They want us all to use their front page algorithm in deciding what to watch. I am beginning to give in, but I hate feeling like my streaming services are telling me what to do.
posted by RedEmma at 12:31 PM on February 1, 2020

Best answer: Modern business development practice apparently holds that more button clicks is better. It's aggravating, I sent feedback on Google Maps the other day saying the app was "too needy."

Do you use Twitter? Sending a direct message to them there might result in some different options than what you've found already. "Social Media" is certainly a more active position with management buy-in than phone support, which is probably mostly credit card problems.
posted by rhizome at 12:45 PM on February 1, 2020

I didn’t even know this was a problem that could be solved. My List on Netflix is always scrambled which is infuriating when you have a particularly long list.
posted by seebee at 2:29 PM on February 1, 2020 [1 favorite]

You will never be able to contact anyone who could possibly fix this over the phone, for tech companies phone support is only ever about account things like payments, feature/bug issues are handled by completely different staff who literally never talk to the phone support people. It is not possible to directly contact the QA or programmers who could deal with this. This is by design

Mentioning @netflix (or whatever the right handle is) on Twitter is probably the most effective way to get this issue raised right now. Those staff will often pass on common complaints to qa/devs who will then possibly look at it. You will never know if anyone is looking at it
posted by JZig at 4:45 PM on February 1, 2020 [4 favorites]

You may have already tried this, but if not:
Select "my account" from the menu at the top right
Select "order my list"
From there, you can change it from Netflix's recommended order to "manual order"

Its possible your settings got changed back to the default on letting Netflix control the order.
posted by nalyd at 6:22 PM on February 1, 2020

I'm not sure where you are, but Netflix help says that manual list ordering is not available outside the US. I learned this yesterday when I turned on manual ordering as described by nalyd, and tried to order my list while logged in in New Zealand.
posted by under_petticoat_rule at 8:49 PM on February 1, 2020