Netflix subscribers won't get refund due to Playstation Network outage

If you subscribe monthly to Netflix's streaming movie and TV service you can watch all of the company's vast library of titles on a wide variety of machines, from the PC to various DVD and Blu-Ray players to a number of set top boxes connected to your TV. You can also check out Netflix's service on all three game consoles, including the Playstation 3. However the Netflix service was not accessible on the PS3 for over three weeks due to Sony's shut down of the Playstation Network from April 20 to this past Saturday night.

Even with that long downtime, it looks like folks who used the PS3 to access Netflix might be out of luck when it comes to compensation. According to a story at GigaOM, Netflix has no plans to offer PS3 Netflix users any refunds for the downtime. That's in stark contrast to the other streaming subscriber video service on the PS3, Hulu Plus. GigaOM reports that Hulu has confirmed that it will indeed offer its Plus monthly subscribers a credit for the Playstation Network's downtime.

Of course, being a third party application that's also available on a ton of other hardware platforms, it's perhaps easy to understand why Netflix would not offer a credit to its subscribers due to the PSN shut down. However, we do have to wonder if that's a good public relationship decision in the long run, especially since one of your biggest rivals, Hulu, is offering compensation for the PSN downtime.

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Netflix shouldn't have to pay anything. Sony should be liable to pay damages to customers. What about the $60 game you purchased but couldn't play either? Again, Sony should be held liable. Not Netflix or any of the other software developers who also got screwed by Sony's outage. (I'm sure Netflix lost money from the outage... e.g. no new PS3 subscribers... people canceling their subscriptions or putting their subscriptions on hold... etc.)

Silly people to expect some sort of refund for something Netflix had nothing to do with. Should I expect a refund because my ISP sucks at speeds. (ahem we are getting fiber soon, although much to property lines chagrin.

No refund deserved, as you can still watch Netflix on your PC/360/Wii/iPhone/iPad/specific Android device.

Were Netflix a PS3 exclusive, I would change my attitude.

It would be dumb for Netflix to offer any compensation, and their customers to expect one, as the article states: you can go on your computer, TV, etc and still access Netflix. Get over it.

First question that should be asked is Netflix going to or has Netflix received compensation from Sony for the downtime. After all they are in a business agreement with each other.

I don't own ay Sony products, but I find it sad there are so many here who think Netflix doesn't owe anyone anything. Any reputable business would fix this.

If they are paying for a service of Netflix over the Playstation, then Netflix IS responsible to all of them. This has lawsuit written all over it. Either Netflix has to pay up, or Sony does.

Funny reading other forums how many people think Sony isn't responsible for anything either, despite the fact that Sony didn't encrypt anything.

AtriusNY said,
Read the comments fully. Netflix users could still access the service while PSN was down.
Only if they went to find a way out.. Most people would have got the first error message and stopped there..

As for on other devices, people didn't pay to watch it on a 15" display on their comp in the den, they wanted it on their big tv in the living room.

jd100 said,
I don't own ay Sony products, but I find it sad there are so many here who think Netflix doesn't owe anyone anything. Any reputable business would fix this.

If they are paying for a service of Netflix over the Playstation, then Netflix IS responsible to all of them. This has lawsuit written all over it. Either Netflix has to pay up, or Sony does.

Funny reading other forums how many people think Sony isn't responsible for anything either, despite the fact that Sony didn't encrypt anything.

Anyone attempting to sue Netflix and/or Sony over this will probably get laughed at, as there are MULTIPLE ways to watch Netflix, on MULTIPLE devices.

hulu is hardly a rival... good for netflix. all the users probably still watched stuff on their PC or the other 50 devices that have netflix apps.

ir0nw0lf said,
Typical people wanting something for nothing with no effort.
Netflix got money for no service rendered.. they got something for nothing.. you wonder why people think it's a little cheep of them to not help out..

Legally required ? No.. But should they have done it anyway, yes..

Ryoken said,
Netflix got money for no service rendered.. they got something for nothing.. you wonder why people think it's a little cheep of them to not help out..

Legally required ? No.. But should they have done it anyway, yes..

They did? I could have swore I could still access Netflix on my 360, PC, & HTC Arrive (WP7). Silly me thinking their services were up and fully working for that whole time and it was SONY that was down...

What was I thinking?

I have no problem at all with this. I thought it was an added bonus that Hulu gave a bit of a break to Hulu Plus subscribers even though we could still watch via PC or iPad/iPhone.

As for Netflix, I was able to watch without issue during the outage, just had to attempt to sign in twice in a row, so I experienced no downtime at all.

Netflix held up its side of the contract. It's servers were up the entire time and could be accessed. It is not their responsibility to solve issues or compensate a user for something that is the fault of the user. It is the users responsibility to have a device that can access Netflix. You wouldn't expect compensation from Netflix because the electricity was cut of to your building. This is no different.

Netflix should have a SLA with sony (as with any service provider) with regards to uptime and have grounds for legal action for sony to cover any refunds/discounts due.

Yes I do believe refunds are due because regardless of whether you can still access the service through your PC, you could reasonably say that you only pay because you are able to stream straight to your TV through your PS3....

bugsbungee said,
Netflix should have a SLA with sony (as with any service provider) with regards to uptime and have grounds for legal action for sony to cover any refunds/discounts due.

Yes I do believe refunds are due because regardless of whether you can still access the service through your PC, you could reasonably say that you only pay because you are able to stream straight to your TV through your PS3....

Exactly...through your PS3. Should Netflix owe me if my Blu-Ray player that connects to Netflix experiences network hiccups? Should they owe me if my ISP (which carries the data for Netflix) has network issues? Should they owe me if one morning the sun doesn't rise and the world ends?

How about we start with just them owing when a MAJOR delivery system of their content goes down for 3 weeks.. Leave the other stuff for another day.

However the Netflix service was not accessible on the PS3 for over three weeks due to Sony's shut down of the Playstation Network from April 20 to this past Saturday night.

Yes it was. There was a very simple workaround.

Lol so if I had an active subscription in some MMO game yet my internet company or electric company went down for some time I should expect a refund or some sort of compensation from my MMO subscription service?

Wtf are these people smoking? Netflix service regardless of how the consumer access said service has no ties financially with Sony and there for shouldn't be expected to give customers compensation based on a service that was down that they don't even own..

Morphine-X said,
Lol so if I had an active subscription in some MMO game yet my internet company or electric company went down for some time I should expect a refund or some sort of compensation from my MMO subscription service?

Wtf are these people smoking? Netflix service regardless of how the consumer access said service has no ties financially with Sony and there for shouldn't be expected to give customers compensation based on a service that was down that they don't even own..


I'm pretty sure Netflix has some kind of deal to bundle their service on Playstations, that would make them responsible.

I find it pathetic so many here defending Netflix. At least the other streaming services are more reputable than Netflix apparently is, as they ARE offering compensation for the downtime. Just shows how pathetic Netflix is.

jd100 said,

I'm pretty sure Netflix has some kind of deal to bundle their service on Playstations, that would make them responsible.

I find it pathetic so many here defending Netflix. At least the other streaming services are more reputable than Netflix apparently is, as they ARE offering compensation for the downtime. Just shows how pathetic Netflix is.

They do, IF the Netflix service goes down. The Netflix service had uptime for the duration of the PSN outage so it was still fully available, and a lot of people could still access it via their PS3. However PSN itself was down and that necessitated workarounds to get past the PSN login.

jd100 said,

I'm pretty sure Netflix has some kind of deal to bundle their service on Playstations, that would make them responsible.

I find it pathetic so many here defending Netflix. At least the other streaming services are more reputable than Netflix apparently is, as they ARE offering compensation for the downtime. Just shows how pathetic Netflix is.

The fact that Sony requires you to use PSN to access Netflix puts the fault on themselves. Same thing with Microsoft. If Xbox Live service went down and you weren't able to access Netflix should Netflix pay for someone elses outage which stopped you from using a service? If I lost electric for a weeks due to some sort of natural disaster is it expected for all my subscription services to reimburse me for not being able to access the service? I think not. Sure I believe some reimbursement should be made but not on Netflix's behave.. Is it good PR? Yeah but it's also a business and they're in the business to make money. It's all on Sony for the outage and as Bugsbungee said if there is an SLA it's all in Sonys hands and there shouldn't be any fingers pointing to Netflix about their service as theres plenty of other avenues to access the service other than a PS3..

No, it's more like WOW having their servers on Amazon or something.. Amazon goes down.. You can't access it, but it's not their fault.. But still you can't access it..

They might not be legally required, but it would have been a good move by them to do it.

Ryoken said,
No, it's more like WOW having their servers on Amazon or something.. Amazon goes down.. You can't access it, but it's not their fault.. But still you can't access it..

They might not be legally required, but it would have been a good move by them to do it.

No it's nothing like that at all...because you can still access Netflix from MULTIPLE other devices.

-=SEDIN=- said,
No they should not refund a penny to anyone. Users still can watch it on their pcs

Bingo! Nextflix isn't bound to consoles or specific devices. if that would be the case, then Nextlix would owe me a bunch for the number of times my PC is down or my internet connection fails. It is very easy for people to miss a simple point.

-=SEDIN=- said,
No they should not refund a penny to anyone. Users still can watch it on their pcs

Bingo! Nextflix isn't bound to consoles or specific devices. if that would be the case, then Nextlix would owe me a bunch for the number of times my PC is down or my internet connection fails. It is very easy for people to miss a simple point.

-=SEDIN=- said,
No they should not refund a penny to anyone. Users still can watch it on their pcs
This assumes everyone has a computer that is powerful enough to watch it ( or has a computer at all ).. And that it can be connected to their tv.. ( I'm sure they didn't pay to watch their movies on a 15" screen in an office.. but on their nice tv.. )

Ryoken said,
This assumes everyone has a computer that is powerful enough to watch it ( or has a computer at all ).. And that it can be connected to their tv.. ( I'm sure they didn't pay to watch their movies on a 15" screen in an office.. but on their nice tv.. )

Im going to go out on a limb here and say if you a PS3, Netflix sub and internet connection that allows you the bandwidth and speed to watch HD movies, Then you probably have a computer of some sort.

As for the power issue, Netflix minimum spec requirement:

Computer running Windows XP with Service Pack 2 or higher, or Windows Vista
Internet Explorer version 6 or higher
Windows Media Player version 9 or higher
An active broadband connection to the Internet
1.0 GHz processor
512 MB RAM
3 GB free hard disk drive space

I think they speak for themselves unless you have a PC from 2001.

A credit would be the Right thing to do.. Was it their fault ? No.. Could you have accessed them through other means ? Yes.. But regardless, for a lot of people who do use it, for 3 weeks they were unable to access the content.. It would have been a stand-up thing to offer them credit for the time down, and would have been good for customer loyalty and their image also..

Ryoken said,
A credit would be the Right thing to do.. Was it their fault ? No.. Could you have accessed them through other means ? Yes.. But regardless, for a lot of people who do use it, for 3 weeks they were unable to access the content.. It would have been a stand-up thing to offer them credit for the time down, and would have been good for customer loyalty and their image also..

no, this entire thing is stupid. This would be like you expecting a car company to help pay for gas since the prices went up since you bought a car from them, that would be stupid because the car company has nothing to do with gas prices.

Ryoken said,
A credit would be the Right thing to do.. Was it their fault ? No.. Could you have accessed them through other means ? Yes.. But regardless, for a lot of people who do use it, for 3 weeks they were unable to access the content.. It would have been a stand-up thing to offer them credit for the time down, and would have been good for customer loyalty and their image also..

There was no Netflix outage, whatsoever. If HP sends out a laptop with bad transistors and it takes 10 day to send your laptop in and fix it, and you watch NetFlix on your laptop, should they credit HP laptop owners too, and if so where does it stop?

Let them sue Sony, or let them eat cake.

No it's like you renting a cart from Hertz, but it's on an island and the bridge is closed so you can't get it..

Sure if might not be THEIR mistake.. But the Right thing to do it give them some credit, it's not like it cost them a cent for the time you were Unable to use their service..

Netflix has nothing to do with the problem. Why anyone would feel entitled to a refund in beyond me, or at least my code of ethics.

Agreed, Netflix was not responsible, however I do think Sony should offer restitution, not Netflix.

Yes I have a computer to stream to, but a 15.6 inch screen does not compare to my 52 inch in my living room. I did move the laptop to the living room but it's more effort than I should have had to put forth.

lothodon said,
Agreed, Netflix was not responsible, however I do think Sony should offer restitution, not Netflix.

Yes I have a computer to stream to, but a 15.6 inch screen does not compare to my 52 inch in my living room. I did move the laptop to the living room but it's more effort than I should have had to put forth.

You know how many people over 30 just read this post, and was like, "Oh the horror of having to move your laptop!" LOL

I can literally remember climbing on the roof to turn the antenna to get a different station, and I'm in my 30s. Later on we got a fancy device to turn the antenna pole from inside the house, and several years later we even got a remote control, freeing up the job from me and my brother.

PS You one nice thing about HDMI is that you can wire your home for it, and send images to any screen, might want to look into that or some wireless solution if moving the laptop becomes unbearable.

(Just fun'in with ya, but couldn't resist.)

thenetavenger said,

You know how many people over 30 just read this post, and was like, "Oh the horror of having to move your laptop!" LOL

I can literally remember climbing on the roof to turn the antenna to get a different station, and I'm in my 30s. Later on we got a fancy device to turn the antenna pole from inside the house, and several years later we even got a remote control, freeing up the job from me and my brother.

PS You one nice thing about HDMI is that you can wire your home for it, and send images to any screen, might want to look into that or some wireless solution if moving the laptop becomes unbearable.

(Just fun'in with ya, but couldn't resist.)

LOL +1 for being the remote for your parents. "Boy, go change the channel to 11!"

schubb2003 said,

LOL +1 for being the remote for your parents. "Boy, go change the channel to 11!"

now that just made ROFL big time if my old man had said that to me it would have been get off ya lazy ass and do it yourself thank god he's dead and I left home 25 years ago LOL

Yep, although if they offered a PS3 only streaming option then I'd expect refunds, regardless of whether Netflix was to blame.
Also I think it would be good CS, to be give refunds to people who complain and haven't made good use of different streaming methods.

Netflix was never down for ps3 owners though. We could still access it. I believe Hulu was actually unusable though.

shakey said,
Netflix was never down for ps3 owners though. We could still access it. I believe Hulu was actually unusable though.

+1

That's exactly true, you could still access netflix without the PSN being up so there is no point in even trying to get a refund. Netflix is right!

The service was always available 'if' you knew the trick. I can see the validity of complaints because they are the ones that made the decision to have it tied into your PSN logon, which is a silly thing to do.

Dashel said,
The service was always available 'if' you knew the trick. I can see the validity of complaints because they are the ones that made the decision to have it tied into your PSN logon, which is a silly thing to do.

There was a trick? I tried accessing it and it wouldn't work. I didn't look for a workaround, as I have two Xbox 360s that I could stream from instead.

Dashel said,
The service was always available 'if' you knew the trick. I can see the validity of complaints because they are the ones that made the decision to have it tied into your PSN logon, which is a silly thing to do.

What trick? it would ask you to login to PSN and if you tried you would get an error then it would go away and Netflix was running.

majortom1981 said,
Netflix also allows you to rent dvds. So why should they give out refunds?

Because for DVDs is an extra charge which is not included in the streaming only price.

Regardless I agree with Netflix. Sony should be the one providing the refunds, it was not Netflix's fault Sony's Network was down.

chisss said,

Because for DVDs is an extra charge which is not included in the streaming only price.

Regardless I agree with Netflix. Sony should be the one providing the refunds, it was not Netflix's fault Sony's Network was down.

Still why? you can still watch streaming movies on your computer, or tv if your tv supports it, or over xbox live, or roku, or any number of other devices like bluray players that have netflix built in...

neufuse said,

Still why? you can still watch streaming movies on your computer, or tv if your tv supports it, or over xbox live, or roku, or any number of other devices like bluray players that have netflix built in...

True and Netflix still worked when PSN was down. It would ask to login and give an error if you tried then Netflix would load up.

I thought you could still access Netflix on the PS3 even though PSN was down? You just had to fail your log-in a couple times.

Either way, i don't think Netflix needs to give anyone a refund anyway.

KZWings said,
Either way, i don't think Netflix needs to give anyone a refund anyway.

I strongly agree with this statement. It was not Netflix's fault that the PSN was down. As far as I know, those with accounts that use it via PSN still have access to watch movies instantly through their PC/Mac, at least according to http://www.netflix.com/NRD/PS3?lnktrk=nmh_ps3, so it isn't like there was no alternative to accessing the Netflix service.

KZWings said,
I thought you could still access Netflix on the PS3 even though PSN was down? You just had to fail your log-in a couple times.
That's what I was reading as it was going on.

KZWings said,
I thought you could still access Netflix on the PS3 even though PSN was down? You just had to fail your log-in a couple times.

Either way, i don't think Netflix needs to give anyone a refund anyway.


I tried it several times, and it didn't work. It kept saying that I had to be logged in. I could browse the Netflix queue, see new movies, etc, but it wouldn't let me actually play a movie.

Fezmid said,

I tried it several times, and it didn't work. It kept saying that I had to be logged in. I could browse the Netflix queue, see new movies, etc, but it wouldn't let me actually play a movie.

My PS3 worked and I was able to use Netflix while the PSN was down but I tried on my stepdads and his kept saying that you had to have a successful login to the playstation network to use Netflix and no matter how many times we tried, it wouldn't work.

I think a credit for users with a PS3 attached to their account that -DID NOT- watch streaming would be in order, not a carte blanche.