Every one of these documentaries forget the real fiasco which drove customers away in the early 2000's. Netflix offered videos by mail only and Netflix made a mint on late fees. They were still doing well because you could go and get a movie or game right NOW. The way it would work was you'd go in, rent a movie and when you got to the till they'd remind you that you had an outstanding late fee. You'd then sheepishly pay for the DVD or game + late fee and go on your way. Only to bring the DVD or game back late again and keep paying the late fees. This was the case with most of my friends. One fine day, the dickheads who ran Blockbuster decided to send all outstanding late fees more than 30 days (a substantial amount) to collections for a one time big payout - effectively killing the golden goose that was their customers content complacency. People left Blockbuster in droves and vowed to never return because their credit ratings got fucked up from the transaction. For a few years after, it was still far more convenient to go to local video/game rentals than use the Netflix service, which was growing but didn't get you the movie you wanted immediately. I think in these documentaries they forget this killing of the golden goose story, but Netflix wasn't really anything that special. Blockbuster had far more selection and even set up one of the same types of services. Since they lost their customers trust though, they tarnished their name and their base customers never forgave them.