Amazon spent $19 billion on video and music in 2023.
Amazon’s video streaming service’s catalog errors are so bad that they’re preventing some viewers from finishing shows on the platform, according to Internal document obtained by Business Insider.
The video streaming service is riddled with errors, including missing episodes, inaccurate translations, and incorrect titles, the outlet reported. In response, the e-commerce giant launched an initiative this year to address these mistakes and reduce customer complaints.
In 2023, 60% of Prime Video customer complaints were related to errors in the catalog, according to the document. Approximately 10,000 complaints related to “season integrity,” including “missing episodes, inconsistent playback options, and getting the wrong content,” the outlet reported.
The paper also shows that viewing localized display pages (pages designed to be viewed in a specific geographic region) with incorrect content increases disengagement by 20%.
A person familiar with the matter told Quartz that the leaked documents are old and that the error in the catalog did not cause a drop in customer engagement.
The news comes amid rising churn rates. Streaming services remain a barrier to profitability.
Amazon already spent Video and music services will generate a whopping $19 billion in revenue in 2023The company wants to invest in building software to “proactively identify known customer deficiencies related to inconsistent or incomplete seasons,” according to the document.
The Prime Video team expects this initiative to reduce the number of complaints by 15,000 per year.
“Catalog quality is an ongoing priority,” an Amazon spokesperson told Quartz in an emailed statement. “We take this issue seriously and work tirelessly with our global partners and dedicated internal teams to continually improve the overall customer experience.”
Error details
- 🧙♂️ In 2022, some viewers complained. the only episode Two of the service’s “The Lord of the Rings: The Ring of Power” episodes were available on the night the show’s first two episodes were scheduled to be released.
- 🇪🇸 Bruce Willis’ “Die Hard with a Vengeance” didn’t have Spanish audio.
- 🚫 Customers also complained about mistranslated character names.
