Netflix should create a device that will do a surface read test on DVD check in
Each DVD would be scored a defect rating based on this test
When a customer (Mrs. Smith) returns DVDs as “unplayable”, the netflix system would note that a DVD with [X] defect rating is “unplayable” by customer Mrs. Smith.
From that point forward, customer Mrs. Smith will not be sent DVDs with a defect rating less than [X].
If Netflix detects that DVDs returned by customer Mr. Jones always have a more defects than when they were sent to him, the company can identify Mr. Jones as a customer who doesn’t know the proper handling of DVDs and follow up with him