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The majority of people call Netflix to resolve issues relating to accessing accounts, consulting tech support for using their app/devices and changing/canceling subscription plans. Upon calling Netflix, you'll stay on the line for English or press 5 for Spanish.
If you're already a Netflix customer, the automated recording directs you to log in online at their website using your account info, and then enter into the phone's keypad a six-digit service code found at the bottom of the webpage. This method provides faster service over the phone.
Since I don't have a Neflix account, I couldn't take advantage of this expedited method. So, I waited for menu options but received none; instead, I was placed on hold to speak with a customer service representative. Music played, and then, the call went silent, so I hung up and called back.
I repeated the process by waiting on hold and was told by the automated system that my call would be answered in about 30 seconds. In about that time, a representative came on the line and asked if I had a current account. Since I was a new customer, she proceeded to share the variety of plans offered through Netflix, starting with a basic $6.99 monthly plan that allows you to watch limited shows and movies with ads up to a premium $22.99 monthly subscription for unlimited shows and movies with no ads.
In addition, the rep explained that you can access your Netflix subscription on multiple devices, based on the plan you purchase and can watch online through the website on a tablet, on a TV or via the app on any device. There are no contracts, she added, and you can cancel at any time. She reminded me that the monthly subscription payment will be processed automatically at the beginning of each billing cycle.
The rep was knowledgeable and patient without being pushy or persistent. She advised me to sign up online by choosing any plan, creating a password and adding a payment method. I was curious about any promotions, deals or trials that Netflix offers, but she confirmed that currently, there are no trial periods. She suggested I sign up for the basic subscription to try it out and upgrade to another plan at anytime.
She also shared that I could purchase a $25 gift card at any local retailer or online to try Netflix for a short time. This way, I could watch Netflix until the gift card amount runs out before making a decision. Gift cards are redeemed online.
Once I asked all my questions, the rep ensured that I had everything I needed before we hung up, and she again directed me to the website to set up an account once I was ready. While the website has extensive links to online help, I found calling customer support to be a productive and supportive use of time, thanks to an efficient and accessible team.
This is Netflix's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Netflix agent. This phone number is Netflix's best phone number because 309,348 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-585-8131 include Account Access, Cancel My Services, Refund a Charge, Request a Show, Streaming or Download Trouble and other customer service issues. The Netflix call center that you call into has employees from Colorado, Oregon, Michigan and is open 24 hours, 7 days according to customers. In total, Netflix has 5 phone numbers. It's not always clear what is the best way to talk to Netflix representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.
GetHuman does not provide call center services or customer support operations for Netflix. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Netflix. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.
Trying to reach Netflix for help with your account? If so, watch out for this crafty con. Scammers provide fake customer support numbers online and fool callers into purchasing unrelated computer software.
Here's how the scam works. You are having trouble with your Netflix account, so you search online for the customer support phone number. A quick search turns up what appears to be a legitimate toll-free number (1-888 or 1-844 number). You dial it, and a "representative" answers. This person declares that your Netflix account has been hacked. In one version, the scammer claimed a dozen people from across the globe all used a victim's account.
Skeptical? The "representative" says they can provide proof that your account was hacked. But first, they need remote access to your computer. Unfortunately, granting a scammer access can open you up to the risk of identity theft.
Scam artists can install malware that records passwords or hunts for personal information, such as bank account numbers. However, according to BBB Scam Tracker reports, this scam appears to be a pretext for selling computer security software. The expensive software - victims report paying between $200 and $900 - will do nothing to fix your Netflix account, which was never hacked in the first place.
At Netflix, taking on the persona of a Star Trek captain during a live chat with a customer gets you on national TV, a trip to Netflix headquarters in California, your very own captain's shirt and an iPad mini.
Such is the story of Mike Mears, a Denver-based Netflix customer service representative and Star Trek fan. Earlier this month, Mears started a chat with "Norm," a Netflix customer who was having a problem streaming "Parks and Recreation."
They both stayed in character the whole time, and after the transcript of the conversation landed on Reddit, websites around the world picked up the story. Mears was even interviewed on cable news channel HLN alongside William Shatner, who played Captain Kirk in "Star Trek."
The exchange resonated with anyone who's ever sat through the hell of an automated customer service call, and it's one example of how Netflix is aiming to do something different with its customer service. Netflix help chats don't feature a robotic, dizzying array of menu options, or a company agent using a script.
"We really allow support agents to be themselves," Brent Wickens, Netflix's vice president of global customer support, told The Huffington Post in a recent interview. "They're not restricted in any way. If somebody wants to talk to somebody in character, we encourage this."
The company's quirky, beloved approach to customer service may help give it an edge as it battles for viewers in an increasingly competitive field. Although Netflix is the biggest name in town when it comes to subscription streaming services, it faces growing competition from Hulu Plus and Amazon. All three companies are investing heavily in original content and exclusive streaming deals to lure and hold on to subscribers.
Even though Netflix continues to add members -- it recently surpassed HBO in terms of paid U.S. subscribers -- the company is bleeding money on content and international expansion, as BuzzFeed's Peter Lauria recently pointed out. As a result, it made a relatively small $31.8 million in profit on $1.1 billion in revenue last quarter. Netflix must keep adding subscribers -- and keep the ones it already has -- to offset its spending spree.
"In some circumstances a customer that has a problem that has recovered delightfully can actually leave that interaction more satisfied than a customer who didn't have a problem in the first place," said Ryan Buell, an assistant professor at Harvard Business School who studies the relationship between customers and businesses.
One way Netflix delights is by not forcing its customer service agents -- most likely the only Netflix employees customers will ever speak to -- to follow that many rules. Apart from asking customers to take a one-question survey at the end of the call or chat, they can say pretty much whatever they want. Since Netflix is focused on streaming -- which costs $7.99 per month -- there's no pressure to get a customer who calls to add a service or buy into a more expensive plan. Agents are encouraged to solve a customer's problem without transferring him or her to another representative. If someone wants to cancel their subscription, agents don't push that person to continue with the service.
Ramon Icasiano, who headed Netflix customer service from 2001 to 2006, said that Netflix founder and CEO Reed Hastings would sometimes take customer calls -- something Netflix says he still does to this day.
"For us it was a sense of pride," Icasiano said, adding that he doesn't recall Hastings identifying himself as the company's CEO during the calls. "I took it as more of 'here's someone who's so interested in improving the customer experience that he would not be afraid to talk to his customers.'"
One former Netflix customer service agent, who asked not to be named because he was unsure of the company's press policy, said that agents were allowed to joke with customers as much as they wanted. Netflix, he said, encouraged agents to have "at least one moment in a phone call where you would relate to a customer."
"Netflix really wanted to destroy the image of the modern call center, of calling in and talking to a robot," the former call center employee, who said he was paid $13.25 per hour, told HuffPost. "They wanted it to be a personal experience that the customer could look back on fondly."
Netflix is known for its "freedom and responsibility" culture. The company famously has no vacation policy, something that is outlined in the so-called "culture deck," a 126-slide presentation which Facebook executive Sheryl Sandberg said "may well be the most important document ever to come out of the Valley."
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