This is less of an "issue" and more "feedback*feature request" to pass along to your de...
GetHuman674631's customer service issue with Netflix from May 2018
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The issue in GetHuman674631's own words
This is less of an "issue" and more "feedback*feature request" to pass along to your dev teams, PR team, or any relevant departments. This isn’t a quick gripe or complaint, but a serious request that addresses UX while including business considerations, marketing*engagement strategy, and user psycho-graphics.**While the "Auto Preview" is useful as a marketing tool, and (to some) helpful for browsing... There is a group of users who find it annoying and intrusive. Given the lack of an “Auto-Play Off” setting, I’m certain you have noticed the online backlash and poor media reception.**I do think the feature has value, and use it occasionally myself. However, the entire reason people joined Netflix is they prefer choice, and not “forced engagement.” As a longtime user and fan of Netflix, I’m concerned for your brand image, user base, and long-term success… As well as my own experience. Please allow me to detail some possible fixes and why:* **. (Obviously) An option*setting for people to disable “Auto-Preview.” **Enabled by default , but I believe a majority of users would prefer a simple toggle. Sometimes you want to watch trailers, sometimes you want to browse in peace.*Netflix has established itself as the Premier Streaming service to date, with great UX and huge existing customer base. *It would be a mistake, in an increasingly competitive marketplace, to risk losing long-time users over such a simple fix. *Not to mention this is an opportunity to show dedication to customer service and grant you positive press, distancing you from the much-maligned Telecoms, Cable Cos, Hulu and others (whose reputation is nigh unrecoverable).***. Allow a "Quiet Mode" setting that turns off audio for Auto Previews. **The biggest complaint is the jarring nature of the sound and the continuous start*stop while browsing. Whether it's explosions, loud music, variations in volume, or the repetitive music used in your "house trailers."*Everyone hates ‘that guy,’ who constantly flips radio stations or continuously skips pandora songs... ESPECIALLY when each station is playing the same song, repeating the first * seconds over and over and over.***. If you can't add either of the above, a **% reduction in Auto-Preview volume.**They are already designed to be ‘tastes’ of the show*movie to make browsing easier, and this adjustment actually enhances that experience while being less intrusive.*It would be a compromise to address the largest complaint, while still allowing visual engagement and marketing, and could easily be spun as ‘what you intended.’ *Ultimately, anyone frustrated enough to search for a remedy or to complain, views this as a ‘problem’ not a ‘feature’ and won’t positively engage anyway* although now they are easier to ignore and should reduce complaints.**As content continues to fragment and the number of streaming services increase, I would hope that maintaining a loyal, satisfied user base is important to you. You still have the most powerful and respected brand in Streaming... and not addressing easily fixed issues damages that reputation.**I've had Netflix since I was on a * DVD*month plan. I do love your service, hope you continue to produce great content and want you to thrive. Just please listen to your users, and stay a cut-above the competition. There will be plenty of streaming startups to welcome defectors, and I don't want that. **Thank you for your consideration, your content, and hopefully your positive response. **Best Regards,*Chris.
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