E-mail came from Netflix to tell me they are sending me a DVD — but it's a DVD I already have!
Now, one thing I don't like about Netflix is they have no way to send them e-mail. But their Help site steers you to a toll-free 24-hour phone number and an interesting touch: the website tells me the present hold time is 1 minute. Nice idea. (And clever since it encourages calls when they aren't busy.) So I call and enter a six-digit number which identified my account — that number is also conveniently displayed right there, next to the phone number.
I call. She sees the problem. They promise to ship a new DVD tomorrow.
Done. Happy customer.
Sometimes customer satisfaction is the result of how you handle a screwup.
Postscript: Irony. They didn't actually send the replacement. Sigh.