We put a Netflix DVD in a mailbox outside a post office on Sunday, October 14. On Saturday, October 20, it was still listed as not returned. I clicked on a button about returns, noted that I had returned it on October 14, clicked that it was a street mail box, gave my ZIP code, clicked OK or whatever, and poof! The DVD was no longer in my account as not returned!!!
We thought about the problem a bit and wondered if it was because we opened the mailer at the wrong end. That cut off the closing tab from the return envelope. My wife jury-rigged a closure. Maybe that closure didn't hold and the package wound up getting jammed in a sorting machine. I also realized that the post office where we returned the DVD does not have the same ZIP code as we do.
I called Netflix and within two minutes was speaking with Travis of the cheery voice. Essentially he said, "Don't worry. It's not your problem. It will probably turn up."
I know there are lots of company's that take the customer's word about a problem and make amends quickly. But there are also many company's that don't trust their customers any farther than they can throw them. The former are companies that treat their employees with respect; the latter are companies that create rule-burdened bureaucracies.
