Excellent point.
The instant video site redesign was the first element of the customer service fail trifecta at Netflix. First, they pissed off their instant customers with a redesign that, at best made it hard to use their site, and at best appeared to be a veiled attempt at controlling what we watch by hiding a considerable portion of the content. Next, they pissed off their entire customer base, especially DVD users, by raising prices suddenly, excessively, and with a snide explanation that further inflamed emotions. Finally, they pissed off the joint DVD instant customers with the incontinence of Quickster. Then they made everyone think they were idiots by backpedalling.
None of these factors individually led me to cancel my account, but taken together I felt alienated enough to pull the plug and try out Amazon Prime* for a while instead. If Netflix cleans up their act I might come back after six months, but somehow I don't expect they to clean up their act.
*Not that I don't have beef with Amazon, I do over their Kindle update policies, they just piss me off a lot less right now. Here's hoping for an Apple streaming monthly plan. I never thought I'd say it but they piss me off the least lately.