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Roku, VIA & WD
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Posted 1/28/13 , edited 1/28/13
So, would you be OK with being sold a "Crunchyroll" subscription if it suddenly only worked on a system you don't have? I subscribed to Crunchyroll specifically because they supported the Roku. Based on the other posts in this thread, that is the issue for many other people as well. Your comment is a little like telling an Android user who's App doesn't work that they should just use the iPhone version.

This isn't about Crunchyroll's legal obligations (I don't believe they have any). This is about good customer service. This is about how to turn a failure into good public relations. This is about what those of us who are affected by this problem are going to be telling our friends, and writing on Facebook, and talking about at Anime conventions. I want to be able to say: "Yeah, Crunchyroll had some problems on the Roku for awhile but they fixed it and gave us all a free month of service to make up for it -- they're cool." Not, "Crunchyroll, yeah I had to cancel after they dragged out the Roku problem for over a month with no end in sight."

As a business. when you screw up, you need to show your customers that you still value them. Ideally, you need to do it without being asked. And yes, to keep it simple, I would give the free month to anyone who accessed the service from a Roku regardless of how else they may have accessed the service. I think it's more important for them to make the right impression than it is to save a few dollars now at the expense of losing long term customers and good will.

I like Crunchyroll. If I didn't, I would have quietly canceled weeks ago and never looked back. I comment because I don't want to see them fail with Roku users.

[Update: Yes, I am 'Traveller' on the Funimation forums and I made the same suggestion to them. Funimation is having problems as well but the problems are completely unrelated. Crunchyroll: I can select a video, but the video quality is bad and re-buffers; Funimation: I can't select a video because of screwed up menus but the video's are fine (HD resolution) when I can get one to start.]
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Bjaker 
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Posted 1/28/13


I apologize that we're still having issues with some users.

This does not affect all users.

We're working on fixing it.

Do you want me to cancel recurring payments on your account?
The Wise Wizard
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Posted 1/28/13

Traveller1116 wrote:

So, would you be OK with being sold a "Crunchyroll" subscription if it suddenly only worked on a system you don't have? I subscribed to Crunchyroll specifically because they supported the Roku. Based on the other posts in this thread, that is the issue for many other people as well. Your comment is a little like telling an Android user who's App doesn't work that they should just use the iPhone version.

My point was that what you were asking CR to do was impractical. For example, I don't know if CR has a simple method of pulling up a report on what device(s) each user used to access the service during a given period and I expect you don't either.

For the sake of argument, let's assume they did. You appear to indicate that anyone accessing the service even once via the Roku should be refunded for the entire month. While someone that can only access the service via the Roku would deserve a full or partial refund (depending on the length of the issue), someone that accessed the service via other means does not, in my opinion. For example, I only viewed 480p programming on my Roku, and used my computer for anything that offered HD. It seems rather obvious I don't deserve a refund for a full month's service because it is only an inconvenience to me, but you've suggested I receive the same compensation as someone that can only view the service on the Roku.

It also appears that this issue doesn't affect users in all locations. That adds another complication to your suggested refund strategy.



[Update: Yes, I am 'Traveller' on the Funimation forums and I made the same suggestion to them. Funimation is having problems as well but the problems are completely unrelated. Crunchyroll: I can select a video, but the video quality is bad and re-buffers; Funimation: I can't select a video because of screwed up menus but the video's are fine (HD resolution) when I can get one to start.]

I am well aware of Funimation's Roku problems, as I am also a EVS member there, and normally view all programming via the Roku. I've also been a member long enough that I know not to expect a speedy resolution, and will be taking that into account when I decide whether to resubscribe next month.

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Posted 1/28/13 , edited 1/30/13
Well, I am another anime member who is having the issue with crunchyroll on roku.

As others have said, I am not having this problem with Netflix at 1080. I have restarted and reset both my router and the roku box.

Also, funimation is having trouble too. As Traveller1116 mentioned, the issues are not the same. Funimation takes almost as long to navigate through the windows and get the correct video to play as it does to watch the video. However, once the video is playing, it will play perfectly at any resolution. No new info here as Traveller1116 already mentioned it.

With Crunchyroll, the selection menu and videos are somewhat slow to load. The videos themselves drop for a minute or so ever 30 seconds to 2 minutes. Once it played for 4 minutes. I was thrilled.

I am not asking for a cancellation of my paid membership at this time. I did notice that you said some people had the problem, so I thought I should mention that I am one of those people. Perhaps you can find a common link if enough of us post.

Best of luck with getting the issue resolved.

:)
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Posted 1/29/13
While *trying* to watch "Reborn" this morning, Crunchyroll is now doing its charming little trick of semi-loading an episode, then bouncing back to the home page.

That's it. I'm complaining to the Roku company. Maybe it'll drop your incompetent asses.
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Posted 1/29/13
Okay, I just spent an hour with Roku's Live Chat Support. We checked EVERYTHING, made some adjustments - no good. Same damn issues with Crunchyroll. I lodged a complaint with Roku about Crunchyroll's terrible support and inability to fix problems. We'll see what happens.
Otter Modder
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Posted 1/29/13
It is quite audacious of you to submit a formal complaint for a service that you don't even pay for. I am not sure why you went to Roku's support as the problem has nothing to do with them. Did you try sending CR's support a message? Just three posts above yours, Bjaker said that they are aware of the issue and are currently trying to fix it.
The Wise Wizard
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Posted 1/29/13

YellowSubmarine wrote:

While *trying* to watch "Reborn" this morning, Crunchyroll is now doing its charming little trick of semi-loading an episode, then bouncing back to the home page.

That's it. I'm complaining to the Roku company. Maybe it'll drop your incompetent asses.

Given that a number of people would actually drop Roku if they did that, I sincerely doubt they'll even consider it.

Having worked in customer technical support before, I also know that unless you among many callers with the same issue, it is unlikely they contacted CR, and if they did, I would have been more along the lines of a polite e-mail letting CR know callers had been reporting issues with the service.

I see you've been a member since back in 2011, so I assume you've had a Roku most of that time, with most of that time being uneventful.It is odd how quickly some people will turn when things go wrong.

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Bjaker 
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Posted 1/29/13


I've just checked my email archives and I do not see -any- emails from you -ever-.

If you want to say that my service is poor, please reach out to me first.
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Posted 1/29/13

beardfist wrote:

It is quite audacious of you to submit a formal complaint for a service that you don't even pay for. I am not sure why you went to Roku's support as the problem has nothing to do with them. Did you try sending CR's support a message? Just three posts above yours, Bjaker said that they are aware of the issue and are currently trying to fix it.


Some people ON the internet feel like they are entitled to everything and then complain when it does not go there way. I'm pretty sure CR never made any promises that Roku service would never go down and that it would work for everyone all the time. Streaming video is a tricky thing and when something goes wrong it can be a headache to fix especially if it doesn't affect everyone. They just have to bark and be loud and be a bully expecting something to happen.
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Posted 1/29/13
Oh give me a break. If Crunchyroll's problems aren't solved, Roku users will drop the channel. Why use something, even for free, if it doesn't work? That can't be good for CR.

And this issue has been going on for WEEKS. Not a day or two. WEEKS. I've complained here, and so have others, and nothing happens.

And BTW, why does Crunchyroll charge so much? Netflix is only 8 bucks a month. Whereas CR wants 12? No way I'd pay that for something that has proven to be so unreliable. Frankly, even when CR IS watchable, the quality is always at one dot. Netflix and Amazon are always at 3 or 4 dots. So again, it's not my Roku that's as fault here.

Sorry to be so pissy. Hope this issue is fixed soon.
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Posted 1/29/13 , edited 1/29/13

YellowSubmarine wrote:

Oh give me a break. If Crunchyroll's problems aren't solved, Roku users will drop the channel. Why use something, even for free, if it doesn't work? That can't be good for CR.

And this issue has been going on for WEEKS. Not a day or two. WEEKS. I've complained here, and so have others, and nothing happens.

And BTW, why does Crunchyroll charge so much? Netflix is only 8 bucks a month. Whereas CR wants 12? No way I'd pay that for something that has proven to be so unreliable. Frankly, even when CR IS watchable, the quality is always at one dot. Netflix and Amazon are always at 3 or 4 dots. So again, it's not my Roku that's as fault here.

Sorry to be so pissy. Hope this issue is fixed soon.


Netflix is a much larger company with tens of millions of subscribers.

Crunchyroll just recently only hit the 100K subscriber mark.

Netflix has been around since 1997, Crunchyroll only went legal at the end of 2008.

You can't directly compare a company as large and with as much money as Netflix to a company as small as Crunchyroll that only has a fraction of the capitol that Netflix has. Hulu also dwarfs Crunchyroll with the amount of money and subscribers they have. Netflix is much larger and has way more content than Hulu, yet Hulu still charges the same amount as Netflix, so are you going to complain that Hulu should be charging less than Netflix because they do not have as much content? Not only does Hulu charge a subscription fee, they still force you to watch commercials; something that Crunchyroll does not even do. Crunchyroll offers a discount if you purchase a 3 month or 12 month membership, which Netflix does not even offer.

Netflix is also not immune to streaming issues. When Netflix launched their PS3 app, it didn't work that well for many members for a couple months. Another example is Youtube. They launched their PS3 app over 6 months ago, and it is still a steaming pile of crap.

What makes Crunchyroll unique is that they offer shows that Netflix does not have and that is what makes the premium subscription worth while.

If you feel that Crunchyroll is unreliable and want to stop using it, no one is stopping you. In fact, I think many members would be happy to see someone who has done nothing but bitch and lie leave these forums. Crunchyroll is aware of the problem and they are doing everything they can with their limited resources to try and fix the streaming issues. I can't say how long it will take, but I can guarantee you that they will be able to fix it as they have always been able to fix any streaming issues with any other device in the past.

Do you honestly think that your posts are helping resolve this issue any faster?
The Wise Wizard
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Posted 1/30/13

YellowSubmarine wrote:

Oh give me a break. If Crunchyroll's problems aren't solved, Roku users will drop the channel. Why use something, even for free, if it doesn't work? That can't be good for CR.

And this issue has been going on for WEEKS. Not a day or two. WEEKS. I've complained here, and so have others, and nothing happens.

And BTW, why does Crunchyroll charge so much? Netflix is only 8 bucks a month. Whereas CR wants 12? No way I'd pay that for something that has proven to be so unreliable. Frankly, even when CR IS watchable, the quality is always at one dot. Netflix and Amazon are always at 3 or 4 dots. So again, it's not my Roku that's as fault here.

I have a Roku and I'm not dropping the channel. I am simply using another device to enjoy my subscription while I am waiting for the problem to be resolved. I've been here long enough to know these problems come and go.

"Nothing happens" = CR isn't giving you a day by day update, so you assume nothing is happening. I'll wager you don't work in information technology. The source of a problem has to be found before it can be addressed, and that isn't always easy.

Of course it isn't your Roku; CR has said as much.

As to the cost, unless you watch both drama and anime, you don't need to pay $11.95 a month. I have no interest in drama, so I pay only $6.95 per month, or even less when I pay for 12 months ($59.95 per year, or less than $5 per month).

If you want to compare CR to another streaming service, compare it to something closer to its own size, such as Funimation.com or The Anime Network. Netflix's IT budget would no doubt be more than CR's total annual revenue, since they have over 25 million streaming subscribers whereas CR only passed 100,000 back in September. Even Hulu has approximately 30 times the number of subscribers of CR.
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Posted 1/30/13
As of this morning it seems at least with me that t in lower quality the shows load a lot faster.
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Bjaker 
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Posted 1/30/13


Please do not post in this thread again unless you are seeking help, or trying to help someone.
If you want to voice your concerns in an email I will give it to the appropriate internal staff.
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