I mentioned a bad experience because it's true. If I had a bad experience with a local store, they would take care of me as a customer and we would be benefit. As it is, without boring you with throttling, I tried to communicate with Netflix about the problems I was having and NEVER heard anything from them. Not even a form letter response. And in one case (there were many problems) their forms didn't even have the option of telling them what the problem was nor a blank spot to put it in. I'd never have been treated so badly by a local company without them suffering as well. Netflix continues to dominate. The end result is a company with a cornered (or, fine, at least a huge chunk of a) market that doesn't care about its customers.