#Netflix Customer Service

[jcalexandrewrites]

The underpaid Chipotle employee trying to do their job.

Vs.

Customers wanting bigger portions.

😂

[tired-demonspawn]

words do not describe how much im looking forward to dallas liu's teaboy arc in book 2

[ludarklina-fan-spot]

Upper management telling us not to tell costumers how we really feel. Gifs by @ladylrbloom

Us five minutes before 5pm\

[stabbyapologist]

[girl4music]

I thoroughly believe that the main 2 issues plaguing the TV art/entertainment industry today are representation anxiety and cancellation anxiety.

Representation anxiety is the reason why the quality of the storytelling is suffering.

Cancellation anxiety is the reason why the quality of the production is suffering.

ANXIETY is what is ruining TV show storytelling and producing in general. If people were less anxious about the way the story in a show should or has to go, there would be more focus on what actually matters.

There are so many storytelling and production issues in a show because people are not focussing on the overall experience when creating/watching a TV show. Showrunners/creators are not focussing on it because they’re too anxious about providing the “correct” or “best” or “most palatable” representation because if they don’t provide it, their show will just get cancelled.

Honestly imagine the extreme anxiety a showrunner/creator would feel in this day and age of showmaking.

It is a never-ending loop for them of “I must provide the representation that appeases both the audience and the network alike” and then “if I don’t do this as soon as possible, my show will be cancelled and everybody that depends on me will lose their jobs”.

Show disappoints the network, gets cancelled - which in turn disappoints the audience, stops them from watching anything else like it in case it happens to them again - which then makes the network misjudge it as “this kind of content must not be engaging enough for consumers to invest themselves in” but they throw it out for consumption anyway because quantity over quality even though they’re ultimately going to axe it regardless because “it doesn’t sell.”

And then the whole thing happens all over again. 😩

Sounds to me like they should just have better communication with the showrunners/creators and more faith and trust in what they’re able to deliver.

And maybe once in a while CONSULT THE AUDIENCE themselves. Make them apart of the conversation more than with just the standard lazy feedback questionnaires. I’m pretty fucking sure were a BIG WIG network executive to actually take the time out of their oh so busy work week to talk to us about what it is we want and what we don’t - things would be better for all sides. For the networks, the showrunners/creators+team, and for the customers/consumers.

At the end of the day the people I really feel sorry for regarding this is not us. It’s the showrunners/creators.

I feel so sorry for the producers, writers and directors because I know they’re all running rings around themselves trying to please every fucking body and every complaint from either side goes right to them.

They’re the mimimim wage staff at your favourite restaurant where customers and employers alike yell at them over something they’re personally pissed about but they can’t do anything about it other than offer their sympathies and provide other alternatives.

You think we have it rough as the viewers.

The network thinks they have it rough.

No.

Who has it rough are the showrunners/creators.

[morgue-xiiv]

It JUST hit me how incredibly stupid the antipiracy ads in front of films were. Because like. I knew the were stupid, they were yelling "do not do this crime!" to EXACTLY the people who had just chosen NOT to do this crime BUT a lot of those people probably didn't know that crime was possible!

How many people saw an ad saying "downloading movies for free online is illegal" in front of a film they paid to see and thought "wait you can download movies for free online? Oh I'll start doing that then".

This was invisible to me as a kid cos I thought everyone knew how to torrent shit, but now the next generation only knows iPhone hot chip and lie, I realised like. They literally just advertised piracy to our less savvy parents.

"wow thanks for paying to see this film, did you know you didn't have to do that? Like you can just go online and pirate stuff. It's free! And you won't have to see this stupid bossy advert! JSYK it is stealing so make sure you cover your ass and don't get into trouble :)"

I hope they've updated the ads to show the lawbreaking kid getting a VPN before illegally downloading the film so it's stayed contemporary.

[whoreiaki-kakyoin]

I don’t have the spoons at ALL to call Netflix after they fucked up our account and tell them to fix it but I would like to put on something for some mindless relaxation time that isn’t an asmr or gaming stream….. gonna just start pirating shit bc I’m fed up and so burnt out.

[icewindandboringhorror]

I miss when Hulu used to have a comments section under every video, there was always something interesting (in a human behavior curiosity kind of way) about scrolling down to see usually an absolutely ridiculous collection of people having a rowdy open forum discussion about something you just watched that you had a completely neutral non-reaction to 

[ziraconarose]

The real mystery of Wednesday is how tf Tyler was walking around as a barista with a Hyde inside him without killing every person in town.

[megalopolousity]

"Piracy is a service problem" - Gabe Newell

yarrrrrrrrrrrrrrrrrrr you greedy fucks

[lascapigliata]

anyway. it's always very annoying when companies you hate have good customer service, NOT!!! because i'm annoyed at the customer service, but because i don't WANT fond feelings for spotify! except Sean From The Spotify Specialist Customer Service Team was so nice and understanding that i'm feeling good about spotify and i have to make an active effort to feel good about the agent specifically. anyway here's to Sean FTSSCST who was great and fixed it all without fighting me immediately

[ettadunham]

i just got a text that my international package is being held hostage at customs until i pay some fee for them to release it. which sounds batshit as a concept (why wouldn't the customs fee be included in the shipping fee??) but also, email me or it didn't happen. i aint gonna visit no secondary websites i got a link for through some sketchy unknown phone number.

[mothmvn]

looking for an english ebook and sighing wistfully about [website redacted], a RU/UK/BE/KK online library that illegally hosts books online for free and has done for as long as ive had access to a computer. any book, any time, read directly in browser, download as [2-3 file options], just mmmmwah it's all there.

I wish it existed for English language books, it's so fucking straightforward for a resource that I don't use that often anymore. and unlike libgen -- i do love libgen mind you, we've known eachother for almost as long as [website redacted] -- website redacted] actually feels like a unified library website, not a bin that you rifle through

[alltimefail]

Agency Assignments: A comprehensive to-do list for saving Dead Boy Detectives!

I'm very easily overwhelmed, so I wanted to break down all the ways to help "Save Dead Boy Detectives" that I have seen floating around. This is meant to be something you can reference when you feel like there is so much you need and want to do to help, but don't know how or where to start.

Note: I will be updating this post as we go when necessary, so feel free to bookmark it in your browser for easy access, add it to your homepage, whatever! I'll always have a link to it in my Pinned Navigation post on my blog as well!

It is of the utmost importance that we fight as an organized, well-informed front. We need to be on the same page if we're going to save our show, so let's get into it! 💜💀🔎

➪ First and foremost, follow @savethedeadboys! They're going to be our best resource during this fight.

➪ Next, follow @deadboyagency for news and updates: they've been around since the show dropped and have been an invaluable source of information the entire time.

Now for some task breakdowns:

"One-Time" Tasks

➪ Like the header says, these things can only be done once. Once you do them, you don't have to give them any space in your mind.

Sign the petition*

Review & Rate Dead Boy Detectives on Google, IMDB, Rotten Tomatoes. Be sure on IMDB you don't just rate the show as a whole, but you also rate each individual episode! You can also "Like" the show on Google and click "Watched" which helps the show's engagement scores. (If there are other popular sites I haven't listed here, feel free to share them and rate Dead Boy Detectives highly on them!)

Notify Netflix customer service (through their online chat feature) that you're unhappy with the cancelation of Dead Boy Detectives. This is a short, 5-minute task that I wrote a guide on (with an example message) here!

"Repeat" Tasks:

➪ These tasks can become a part of your daily routine; do what works best for you! You don't have to do every single one of these tasks every day if that is overwhelming!

Share the petition* over and over again, on every one of your socials! Make everyone you love sign it!

Stream Dead Boy Detectives!* Keep it on a loop in the background on low volume as much as possible. Try to get others to stream it as well, especially if they haven't watched it before! Netflix cares about VIEWS: views save shows and I broke down the reasoning here. (Bonus: if you post over on Twitter about your rewatch, use the tag #ReviveDeadBoyDetectives)

Talk about Dead Boy Detectives!* You're probably doing that already, but just be sure that you're tagging your posts. Here on Tumblr use the "Dead Boy Detectives" tag at least (to boost our tag to trending) and anywhere that uses hashtags (Twitter, Facebook, Instagram for example) I would recommend #SaveDeadBoyDetectives and #DeadBoyDetectives as those seem to be the most commonly used tags! IMPORTANT: do not use more than 20 tags here on Tumblr! Any more than 20 and your posts might be marked as spam and hidden from the tags!

Create art, edits for TikTok, fics, gif sets, doodles, crafts, analysis posts, and so on for Dead Boy Detectives.* Having fun is important, too! This is an extension of the "Talk about Dead Boy Detectives" point, but it needs to be stated - don't remove the joy from the fight. If a drawing of our boys or a smutty fic with your favorite trickster cat king is what you can bring to the fight on any given day, that is a perfectly valuable contribution! It's not all emails and hashtags.

Daily request a show through Netflix. Bonus if you're signed in! (I do 3-5 times a day)

Send Emails advocating for Dead Boy Detectives (Email list & Email Template). You can do this as much as you want or just one time.

Send Snail-mail (physical letters) to Netflix advocating for Dead Boy Detectives. I also send a copy of my letters to Warner Bros. Studios. Again, you can do this one time or multiple times. There are dates set aside for "mass" mail sending as well, so check out info on that here!

Interact with articles posted about Dead Boy Detectives. Read them, share them, comment on them, thank the writer for writing them, etc. We want lots of press about the cancellation, and supporting journalists and publications will make them want to write about Dead Boy Detectives more.

NOTE: Anything marked with a * means it's extremely important; if you can only do a few things, these tasks are the ones that you should focus on first. Remember to take care of yourself. This is a marathon, not a sprint, so don't burn yourself out!

WE WILL SAVE THIS SHOW.

Say that to yourself as many times as it takes for you to believe it. We're doing this to get justice for the writers, the actors, for ourselves, and assert to these companies that diverse, queer stories are not disposable one-offs; they deserve to be told in full!

Hugs and Handshakes to you all - whatever will suffice. 💜 Always feel free to reach out if you have any questions, whether that be through private message or my ask box. I'm not going anywhere!

- V

[tragedy-machine]

Hi @netflix

Welcome back after the long weekend. How was mine, you ask? Awful, thanks.

Because you canceled one of your best shows, which was not only queer but also full of poc characters, which you claim to care about

Dead Boy Detectives was made by an incredibly talented team, and s1 was already a true standout, but it had so much more potential for future seasons and was already beloved by so many fans

I've seen so many stories of people creating fan content for it after years of being in a creative slump, and I'm one of them as well

@netflix people are already losing trust in your services with how often you cancel gems before they even have the chance to grow and develop, this trend cannot continue, or you'll lose customers

We want more seasons of Dead Boy Detectives!!

[mostlysignssomeportents]

Social Quitting

In “Social Quitting,” my latest Locus Magazine column, I advance a theory to explain the precipitous vibe shift in how many of us view the once-dominant social media platforms, Facebook and Twitter, and how it is that we have so quickly gone asking what we can do to get these services out of our lives to where we should go now that we’re all ready to leave them:

https://locusmag.com/2023/01/commentary-cory-doctorow-social-quitting/

The core of the argument revolves around surpluses — that is, the value that exists in the service. For a user, surpluses are things like “being able to converse with your friends” and “being able to plan activities with your friends.” For advertisers, surpluses are things like “being able to target ads based on the extraction and processing of private user data” and “being able to force users to look at ads before they can talk to one another.”

For the platforms, surpluses are things like, “Being able to force advertisers and business customers to monetize their offerings through the platform, blocking rivals like Onlyfans, Patreon, Netflix, Amazon, etc” and things like “Being able to charge more for ads” and “being able to clone your business customers’ products and then switch your users to the in-house version.”

Platforms control most of the surplus-allocating options. They can tune your feed so that it mostly consists of media and text from people you explicitly chose to follow, or so that it consists of ads, sponsored posts, or posts they think will “boost engagement” by sinking you into a dismal clickhole. They can made ads skippable or unskippable. They can block posts with links to rival sites to force their business customers to transact within their platform, so they can skim fat commissions every time money changes hands and so that they can glean market intelligence about which of their business customers’ products they should clone and displace.

But platforms can’t just allocate surpluses will-ye or nill-ye. No one would join a brand-new platform whose sales-pitch was, “No matter who you follow, we’ll show you other stuff; there will be lots of ads that you can’t skip; we will spy on you a lot.” Likewise, no one would sign up to advertise or sell services on a platform whose pitch was “Our ads are really expensive. Any business you transact has to go through us, and we’ll take all your profits in junk fees. This also lets us clone you and put you out of business.”

Instead, platforms have to carefully shift their surpluses around: first they have to lure in users, who will attract business customers, who will generate the fat cash surpluses that can be creamed off for the platforms’ investors. All of this has to be orchestrated to lock in each group, so that they won’t go elsewhere when the service is enshittified as it processes through its life-cycle.

This is where network effects and switching costs come into play. A service has “network effects” if it gets more valuable as users join it. You joined Twitter to talk to the people who were already using it, and then other people joined so they could talk to you.

“Switching costs” are what you have to give up when you leave a service: if a service is siloed — if it blocks interoperability with rivals — then quitting that service means giving up access to the people whom you left behind. This is the single most important difference between ActivityPub-based Fediverse services like Mastodon and the silos like Twitter and Facebook — you can quit a Fediverse server and set up somewhere else, and still maintain your follows and followers:

https://pluralistic.net/2022/12/23/semipermeable-membranes/#free-as-in-puppies

In the absence of interoperability, network effects impose their own switching cost: the “collective action problem” of deciding when to leave and where to go. If you depend on the people you follow and who follow you — for emotional support, for your livelihood, for community — then the extreme difficulty of convincing everyone to leave at the same time and go somewhere else means that you can be enticed into staying on a service that you no longer enjoy. The platforms can shift the surpluses away from you, provided that doing so makes you less miserable than abandoning your friends or fans or customers would. This is the Fiddler On the Roof problem: everyone stays put in the shtetl even though the cossacks ride through on the reg and beat the shit out of them, because they can’t all agree on where to go if they leave:

https://doctorow.medium.com/how-to-leave-dying-social-media-platforms-9fc550fe5abf

So the first stage of the platform lifecycle is luring in users by allocating lots of surplus to them — making the service fun and great and satisfying to use. Few or no ads, little or no overt data-collection, feeds that emphasize the people you want to hear from, not the people willing to pay to reach you.

This continues until the service attains a critical mass: once it becomes impossible to, say, enroll your kid in a little-league baseball team without having a Facebook account, then Facebook can start shifting its surpluses to advertisers and other business-users of the platform, who will pay Facebook to interpose themselves in your use of the platform. You’ll hate it, but you won’t leave. Junior loves little-league.

Facebook can enshittify its user experience because the users are now locked in, holding each other hostage. If Facebook can use the courts and technological countermeasures to block interoperable services, it can increase its users’ switching costs, producing more opportunities for lucrative enshittification without the risk of losing the users that make Facebook valuable to advertisers. That’s why Facebook pioneered so many legal tactics for criminalizing interoperability:

https://www.eff.org/cases/facebook-v-power-ventures

This is the second phase of the toxic platform life-cycle: luring in business customers by shifting surpluses from users to advertisers, sellers, etc. This is the moment when the platforms offer cheap and easy monetization, low transaction fees, few barriers to off-platform monetization, etc. This is when, for example, a news organization can tease an article on its website with an off-platform link, luring users to click through and see the ads it controls.

Because Facebook has locked in its users through mutual hostage-taking, it can pollute their feeds with lots of these posts to news organizations’ sites, bumping down the messages from its users’ friends, and that means that Facebook can selectively tune how much traffic it gives to different kinds of business customers. If Facebook wants to lure in sports sites, it can cram those sites’ posts into millions of users’ feeds and send floods of traffic to sports outlets.

Outlets that don’t participate in Facebook lose out, and so they join Facebook, start shoveling their content into it, hiring SEO Kremlinologists to help them figure out how to please The Algorithm, in hopes of gaining a permanent, durable source of readers (and thus revenue) for their site.

But ironically, once a critical mass of sports sites are on Facebook, Facebook no longer needs to prioritize sports sites in its users’ feeds. Now that the sports sites all believe that a Facebook presence is a competitive necessity, they will hold each other hostage there, egging each other on to put more things on Facebook, even as the traffic dwindles.

Once sports sites have taken each other hostage, Facebook can claw back the surplus it allocated to them and use it to rope in another sector — health sites, casual games, employment seekers, financial advisors, etc etc. Each group is ensnared by a similar dynamic to the one that locks in the users.

But there is a difference between users’ surpluses and business’s surpluses. A user’s surplus is attention, and there is no such thing as an “attention economy.” You can’t use attention to pay for data-centers, or executive bonuses, or to lobby Congress. Attention is not a currency in the same way that cryptos are not currency — it is not a store of value, nor a unit of exchange, nor or a unit of account.

Turning attention into money requires the same tactics as turning crypto into money — you have to lure in people who have real, actual money and convince them to swap it for attention. With crypto, this involved paying Larry David, Matt Damon, Spike Lee and LeBron James to lie about crypto’s future in order to rope in suckers who would swap their perfectly cromulent “fiat” money for unspendable crypto tokens.

With platforms, you need to bring in business customers who get paid in actual cash and convince them to give you that cash in exchange for ethereal, fast-evaporating, inconstant, unmeasurable “attention.” This works like any Ponzi scheme (that is, it works like cryptos): you can use your shareholders’ cash to pay short-term returns to business customers, losing a little money as a convincer that brings in more trade.

That’s what Facebook did when it sent enormous amounts of traffic to a select few news-sites that fell for the pivot to video fraud, in order to convince their competitors to borrow billions of dollars to finance Facebook’s bid to compete with Youtube:

https://doctorow.medium.com/metaverse-means-pivot-to-video-adbe09319038

This convincer strategy is found in every con. If you go to the county fair, you’ll see some poor bastard walking around all day with a giant teddy bear that he “won” by throwing three balls into a peach-basket. The carny who operated that midway game let him win the teddy precisely so that he would walk around all day, advertising the game, which is rigged so that no one else wins the giant teddy-bear:

https://boingboing.net/2006/08/27/rigged-carny-game.html

Social media platforms can allocate giant teddy-bears to business-customers, and it can also withdraw them at will. Careful allocations mean that the platform can rope in a critical mass of business customers and then begin the final phase of its life-cycle: allocating surpluses to its shareholders.

We know what this looks like.

Rigged ad-markets:

https://en.wikipedia.org/wiki/Jedi_Blue

Understaffed content moderation departments:

https://www.dw.com/en/twitters-sacking-of-content-moderators-will-backfire-experts-warn/a-63778330

Knock-off products:

https://techcrunch.com/2021/12/08/twitter-is-the-latest-platform-to-test-a-tiktok-copycat-feature/

Nuking “trust and safety”:

https://www.reuters.com/technology/twitter-dissolves-trust-safety-council-2022-12-13/

Hiding posts that have links to rival services:

https://www.makeuseof.com/content-types-facebook-hides-why/

Or blocking posts that link to rival services:

https://pluralistic.net/2022/12/19/better-failure/#let-my-tweeters-go

Or worse, terminating accounts for linking to rival services:

https://blog.joinmastodon.org/2022/12/twitter-suspends-mastodon-account-prevents-sharing-links/

That is, once a platform has its users locked in, and has its business customers locked in, it can enshittify its service to the point of near uselessness without losing either, allocating all the useful surplus in the business to its shareholders.

But this strategy has a problem: users and business customers don’t like to be locked in! They will constantly try to find ways to de-enshittify your service and/or leave for greener pastures. And being at war with your users and business customers means that your reputation continuously declines, because every time a user or business customer figures out a way to claw back some surplus, you have to visibly, obviously enshittify your service wrestle it back.

Every time a service makes headlines for blocking an ad-blocker, or increasing its transaction fees, or screwing over its users or business customers in some other way, it makes the case that the price you pay for using the service is not worth the value it delivers.

In other words, the platforms try to establish an equilibrium where they only leave business customers and users with the absolute bare minimum needed to keep them on the service, and extract the rest for their shareholders. But this is a very brittle equilibrium, because the prices that platforms impose on their users and business customers can change very quickly, even if the platforms don’t do anything differently.

Users and business customers can revalue the privacy costs, or the risks of staying on the platform based on exogenous factors. Privacy scandals and other ruptures can make the cost you’ve been paying for years seem higher than you realized and no longer worth it.

This problem isn’t unique to social media platforms, either. It’s endemic to end-stage capitalism, where companies can go on for years paying their workers just barely enough to survive (or even less, expecting them to get public assistance and/or a side-hustle), and those workers can tolerate it, and tolerate it, and tolerate it — until one day, they stop.

The Great Resignation, Quiet Quitting, the mass desertions from the gig economy — they all prove the Stein’s Law: “Anything that can’t go on forever will eventually stop.”

Same for long, brittle supply-chains, where all the surplus has been squeezed out: concentrating all the microchip production in China and Taiwan, all the medical saline in Puerto Rico, all the shipping into three cartels… This strategy works well, and can be perfectly tuned with mathematical models that cut right to the joint, and they work and they work.

Until they stop. Until covid. Or war. Or wildfires. Or floods. Or interest rate hikes. Or revolution. All this stuff works great until you wake up and discover that the delicate balance between paying for guard labor and paying for a fair society has tilted, and now there’s a mob building a guillotine outside the gates of your luxury compound.

This is the force underpinning collapse: “slow at first, then all at once.” A steady erosion of the failsafes, flensing all the slack out of the system, extracting all the surpluses until there’s nothing left in the reservoir, no reason to stay.

It’s what caused the near-collapse of Barnes and Noble, and while there are plenty of ways to describe James Daunt’s successful turnaround, the most general characterization is, “He has reallocated the company’s surpluses to workers, readers, writers and publishers”:

https://tedgioia.substack.com/p/what-can-we-learn-from-barnes-and

A system can never truly stabilize. This is why utopias are nonsense: even if you design the most perfect society in which everything works brilliantly, it will still have to cope with war and meteors and pandemics and other factors beyond your control. A system can’t just work well, it has to fail well.

This is why I object so strenuously to people who characterize my 2017 novel Walkaway as a “dystopian novel.” Yes, the protagonists are eking out survival amidst a climate emergency and a failing state, but they aren’t giving up, they’re building something new:

https://locusmag.com/2017/06/bruce-sterling-reviews-cory-doctorow/

“Dystopia” isn’t when things go wrong. Assuming nothing will go wrong doesn’t make you an optimist, it makes you an asshole. A dangerous asshole. Assuming nothing will go wrong is why they didn’t put enough lifeboats on the Titanic. Dystopia isn’t where things go wrong. Dystopia is when things go wrong, and nothing can be done about it.

Anything that can’t go on forever will eventually stop. The social media barons who reeled users and business customers into a mutual hostage-taking were confident that their self-licking ice-cream cone — in which we all continued to energetically produce surpluses for them to harvest, because we couldn’t afford to leave — would last forever.

They were wrong. The important thing about the Fediverse isn’t that it’s noncommercial or decentralized — it’s that its design impedes surplus harvesting. The Fediverse is designed to keep switching costs as low as possible, by enshrining the Right Of Exit into the technical architecture of the system. The ability to leave a service without paying a price is the best defense we have against the scourge of enshittification.

(Thanks to Tim Harford for inspiring this column via an offhand remark in his kitchen a couple months ago!)

[Image ID: The Phillip Medhurst Picture Torah 397. The Israelites collect manna. Exodus cap 16 v 14. Luyken and son.]