Before ranting on HN, repeating the same point that's made 50 times in this discussion, how about giving Netflix time to respond?
The operations department won't have had the authority to give a €4 refund to everyone overnight (in Europe). They're probably working from home. See what happens i a few days time.
Defending Netflix here is asinine. They have handled this communication poorly, plain and simple. All they had to do was acknowledge that cutting bitrates might raise concerns about the quality of the service and the amount they charge and that they would look into it.
This is a brand image issue and is exactly the type of issue that should escalate quickly to the CEO if necessary.
The operations department won't have had the authority to give a €4 refund to everyone overnight (in Europe). They're probably working from home. See what happens i a few days time.