Netflix reports mass exodus after price increase

maggiew

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http://finance.yahoo.com/news/Netflix-loses-800000-US-apf-198318757.html?x=0

Netflix jolted its shareholders again with a third-quarter financial report that portrayed a company in crisis.

The video subscription service's latest blooper reel, released Monday, included an even larger customer exodus than the company had foreseen after announcing an unpopular price increase in July. What's worse, the report contained a forecast calling for more defections during the next few months.

The backlash will deprive Netflix Inc. of some of the revenue that management had been counting on to finance the company's expansion plans while it pays higher fees for Internet video streaming rights. The result: Netflix expects to post losses next year when it starts selling its steaming service in Britain and Ireland. The company didn't offer further specifics besides saying it won't go into any other overseas markets until it's making money again.

None of the developments pleased Wall Street as Netflix lost more than a quarter of its value after the bad news came out. If that sharp decline holds in Tuesday's trading, it will mark the first time Netflix's stock price has fallen below $100 in nearly 14 months.

Netflix shares shed $32.01, or nearly 27 percent, to $86.83 in Monday's extended trading.

It's the latest setback for a former stock market darling whose shares topped $300 just 4- 1/2 months ago. Netflix's market value had already plunged by about 60 percent, or nearly $9 billion, before Monday's late sell-off.

Netflix lost its luster among consumers and investors by raising prices as much as 60 percent in the U.S. and bungling an attempt to spin off its DVD-by-mail rental service.

Raising the prices had to be done, according to Netflix CEO Reed Hastings. He said, however, that Netflix should have taken more time to explain to subscribers that the company needed the money to pay movie and television studios for rights to stream more video over high-speed Internet connections.

"We became a symbol of the evil, greedy corporation," Hastings said in a Monday interview with The Associated Press. "Then we faced a reputational hit that created significantly more cancellations than we anticipated."

The company, which is based in Los Gatos, ended September with 23.8 million U.S. subscribers, down about 800,000 from June. Netflix had predicted it would lose about 600,000 U.S. subscribers in a forecast released last month.

Management expects to gain U.S. subscribers in the current quarter, although Netflix didn't set a specific target. But a substantial number of Netflix's customers are expected to choose between renting DVDs through the mail, or streaming Internet video, instead of paying for both services.

The biggest hit is expected on the DVD side, a service that Netflix has been de-emphasizing to save money on mailing costs as its spends more to license movies and TV shows for its Internet video library. The company expects its DVD subscribers to fall from 13.9 million as of Sept. 30 to as low as 10.3 million at the end of December.

Hastings said he expects Netflix's DVD subscriptions to steadily decline, much like what has happened to AOL Inc.'s dial-up Internet connection service during the past decade as high-speed alternatives became more affordable.

Netflix's streaming subscriptions in the U.S. may rise by as much as 100,000 subscribers in the quarter, according to the company's projections.

The company's outlook looks even grimmer compared with how rapidly Netflix had been growing. From the end of 2009 through June of this year, Netflix had gained 12.3 million U.S. subscribers -- adding an average of 2 million customers every three months.

From a financial perspective, Netflix did better than analysts expected in the July-September period.

The company earned $62.5 million, or $1.16, per share, in the third quarter. That compared to income of $38 million, or 70 cents per share, at the same time last year.

The performance topped the average earnings estimate of 96 cents per share among analysts polled by FactSet.

Netflix's revenue climbed 49 percent from the same time last year to nearly $822 million -- about $9 million above analyst estimates.

Netflix's downfall leaves Hastings -- the only CEO the company has ever had -- in a precarious position.

Once regarded as one of the savviest leaders in technology and entertainment, Hastings has turned into a punching bag for frustrated Netflix customers and shareholders. Many of them are still befuddled by his recent decision making.

After Netflix's higher prices kicked in on Sept. 1, Hastings amplified the outrage by outlining a plan to toss the DVD rental business onto a separate website called Qwikster. The split from the Internet streaming service got panned so badly that Hastings reversed course in less than three weeks.

"I am not a quitter," Hasting said Monday after the AP asked him if would heed some investor calls for him to resign. "We made some mistakes, but I think our 10-year track record is extremely positive. We are going to focus on making this a great global streaming business. I am very excited about that."



******************


Is anyone surprised?? :sad2:

Maggie
 
They bungled three big things.

1) Not explaining to customers when they first announced split services, that streaming content providers were wanting to charge Netflix based on the total number of Netflix subscribers, not just those who actually used streaming. So that is why they needed to split DVD and streaming services, to get an accurate number of those who really wanted streaming.

2) They wanted to raise prices in order to get capital to expand the number of titles available for streaming. Again, no problem with this really, BUT this was also never mentioned as a reason for why they were raising prices until after the fact.

3) The whole now-reversed Qwikster thing. Yes, Netflix likes to pat themselves on the back for having been one of the first to get into streaming. But this time in trying to stay cutting edge, they were way too far ahead of their customers. They just do not yet have a streaming title base big enough for most people to stay subscribers without the DVD service. And who the heck wants to manage two queues, two subscriptions, at two totally different sites, just because Netflix is, "like, soooo over DVDs"? :laughing: Also, the name they chose for the new company...just...ugh. Even though they have now backed away from this idea, it caused a lot of damage to their reputation.

The only person who seems to be surprised is Hastings.
 
I love me some Netflix, but those moronic emails had me ready to cancel completely. If the value is there I will put up with a price increase. I hate being treated like a joke by a company. Hopefully they learned their lesson about how not to treat customers.
 
I was an really early adopter of Netflix. I have had an account since the first year they started. I am not over DVD's and I was a bit annoyed when they tried to get rid of that service to focus on streaming. The content there is not really all that great to me. I will continue to rent my DVD's by mail and see what else develops. I am not willing to leave them but I do want to see some improvements in their streaming content.

I like the idea that they are still merged so that I can cancel streaming but still check out the content and decide if I want to add at a later date.
 

Once they put in a Redbox at the grocery store we go to every 3-4 days that was it. The streaming service is not as good as they seem to think it is and though we still have it, I don't know for how long. We also have an Amazon Prime membership for the shipping since we don't drive and it comes with a lot of streaming included free. To me Netflix is starting to become less and less of a value and the customer service to back it up is starting to fade too. No thanks.
 
Gee, what a surprise. I wonder how many MBAs it took to figure this out. :rolleyes:
 
The company earned $62.5 million, or $1.16, per share, in the third quarter. That compared to income of $38 million, or 70 cents per share, at the same time last year.

So they made money, lost customers. Doesn't really seem like a failure and they keep getting free press.
 
They handled the entire situation badly, as in someone in PR (or a lot of someones) should be shown the door. People will understand a supplier-based price increase but don't appreciate being patronized and told that price hikes/service cuts are to improve the customer experience.

I think something that's not mentioned in the article but that will increasingly factor into the long-run viability of any streaming service is the use caps that broadband providers are instituting. $7.99/mo for the service isn't bad, but that same price plus $10 or $20 in additional fees from an ISP for using the service too often makes it not so attractive.
 
Banks, are you paying attention? It's your right as a business to raise fees, but it's my right as a consumer to walk away.
 
If they don't reup Starz or replace it immediately with something similar, my family is out.

I can get Redbox cheaper (with coupons) than the extra DVD option now.

Redbox has fumbled badly this year. I understand they made more money as a PP stated, but that is shortterm as people will start leaving if there is no increase in streaming catelog.
 
They made a lot of mistakes. They are still a good value to us at this time, so we've stuck with them.
 
They made a lot of mistakes. They are still a good value to us at this time, so we've stuck with them.

Us too. If the DirecTV/Fox thing doesn't get resolved in the next week or so we'll probably end up dropping our DVD subscription, only because we'll be switching to Dish and they offer a promotional price on Blockbuster's service for 12mo. We'll probably keep Netflix streaming, though, because they have a far better catalog of TV shows; my youngest watches almost no actual TV but loves Dragon Tales, Cat in the Hat, and Kipper on Netflix, and the older kids have been watching several Discovery Channel and Nat Geo programs. We have found we don't use the streaming much for movies but that it is great for TV shows, and we don't have a DVR so I often miss/lose track of shows but I'm fine with being a season behind watching Walking Dead, Breaking Bad, and No Reservations on Netflix.
 
Two words: Well. Duh.

What did they really think was going to happen? Maybe if this were the go-go 90's they could have gotten away with it. But in this economy, people want value, they don't want to be treated like morons, and they want a little honesty. Netflix pretty much violated all three, repeatedly.
 
Two words: Well. Duh.

What did they really think was going to happen? Maybe if this were the go-go 90's they could have gotten away with it. But in this economy, people want value, they don't want to be treated like morons, and they want a little honesty. Netflix pretty much violated all three, repeatedly.

Couldn't have said it better myself! We have been netflix subscribers for 3 years. I cancelled last month after the rate went up and they changed their minds AGAIN on what they wanted to do. It's not worth it to us- redbox will fulfill our needs now (our homeowner assoc dues go to cable so we have no choice but to pay for cable). Once we have kids we'll consider a service like this again, but not for a while!
 
They bungled three big things.

1) Not explaining to customers when they first announced split services, that streaming content providers were wanting to charge Netflix based on the total number of Netflix subscribers, not just those who actually used streaming. So that is why they needed to split DVD and streaming services, to get an accurate number of those who really wanted streaming.

This is actually the first time I heard that.

They handled the entire situation badly, as in someone in PR (or a lot of someones) should be shown the door. People will understand a supplier-based price increase but don't appreciate being patronized and told that price hikes/service cuts are to improve the customer experience.
I liked the last sentence in the article:
"I am not a quitter," Hasting said Monday after the AP asked him if would heed some investor calls for him to resign. "We made some mistakes, but I think our 10-year track record is extremely positive. We are going to focus on making this a great global streaming business. I am very excited about that."


They made a lot of mistakes. They are still a good value to us at this time, so we've stuck with them.

This is my view also. Although, I am on the brink of dropping the DVD portion.

Maggie
 
I would love to see a number of how many subscribers "downgraded" to just DVD or just streaming. That's what we did. We didn't use streaming often enough to make it worthwhile, but I do like getting the DVDs by mail. We just get one a month, so we're actually spending less now than we did before the price increase. (Obviously we are giving up streaming, but that wasn't a good value to us.)
 
People will understand a supplier-based price increase but don't appreciate being patronized and told that price hikes/service cuts are to improve the customer experience.

I have to disagree with this. People don't like seeing price increases, period. Some people can understand the reasoning behind it, but if these boards are any indication, there's also a lot who can't, won't, and don't want to hear it.

Financial analysts and knowledgeable news-writers published stories about the supplier price increases. Blogs and message boards were lit up with "the price went up! I'm leaving!"
 
2) They wanted to raise prices in order to get capital to expand the number of titles available for streaming. Again, no problem with this really, BUT this was also never mentioned as a reason for why they were raising prices until after the fact.

Personally I am ok with a modest price increaseif they actually expanding the titles available for streaming. But all I see is that they have taken off my favorite streaming movies - the Jane Austen BBC version movies (Sense and Sensibility, Mansfield Park, etc.) and also the Jeremy Brett Version of the Sherlock Holmes TV series. So far I only see a DECREASE not an INCREASE with the price increase. I actually called in to complain about the Sherlock Holmes series.

Maggie
 
Us too. If the DirecTV/Fox thing doesn't get resolved in the next week or so we'll probably end up dropping our DVD subscription, only because we'll be switching to Dish and they offer a promotional price on Blockbuster's service for 12mo. We'll probably keep Netflix streaming, though, because they have a far better catalog of TV shows; my youngest watches almost no actual TV but loves Dragon Tales, Cat in the Hat, and Kipper on Netflix, and the older kids have been watching several Discovery Channel and Nat Geo programs. We have found we don't use the streaming much for movies but that it is great for TV shows, and we don't have a DVR so I often miss/lose track of shows but I'm fine with being a season behind watching Walking Dead, Breaking Bad, and No Reservations on Netflix.

Think long and hard before going with blockbuster. We tried them and the turn around time is horrible. At one point we had 15 titles in our queue and 8 said available... None were actually mailed out in over a week. When we called to speak to someone we got some excuse that some titles that show as available aren't available near the customer so they don't get shipped.... And also found that their shipping centers only operate 5 days a week.... So when they get a return on Friday the soonest that they could send one out their door is Monday butin most cases will be Tuesday or later.
 
Sure beats our $100 satellite bill.

We aren't dropping them although I may cut back on the DVD portion, not sure.

Dawn
 















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