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Post Reply Crunchyroll Roku Information Update!
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Posted 8/27/14 , edited 9/1/14
Hi SailorBee,

Thank you for the update. It's good to know progress is being made, particularly for those who are having the most serious problems with unwatchable video (which I am not suffering). However, you have still not addressed the really basic problems, which are a botched app and a botched app launch. I wrote eight specific questions directed to Yanting which were blatantly ignored. Please read my post and provide answers, or tell us (for each question) why you can't. Thanks!

Here is a link to my questions: http://www.crunchyroll.com/forumtopic-862553/new-roku-update?pg=32#47561695

And here are my actual questions from that post, quoted in full:




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Posted 8/27/14 , edited 8/27/14

sonic720 wrote:


asharka wrote: So here's a scenario. I add a long anime, like Space Brothers, to my queue. It has 99 episodes, which I can't watch in one sitting. I get to episode 53, stop and come back later.

But later, I'm fuzzy on episode 52 so I want to rewatch that first. When I go to the (new) list of episodes to go back one position, does it drop me on episode 1 instead, and I have to scroll through 51 button pushes to get where I want to start, or does it drop in on episode 52, as I would hope, the place where I left off, so I only have to arrow back one show? ...


Hmm, why not use your history page to get to episode 52? I think that is easy enough, at least that's how I normally go backwards with a show that is longer in length like that. Though the feature you bring up would be a nice add on too. As long as there is a choice to make it where you left off versus from the start it would be a great added feature.

As asharka notes, that "add on" is how it worked up to just a week or two ago ...

... and note that one reason for being "fuzzy on Episode 52" may be because its been a while since you've seen it, which means it could be a long way back in the history list.

To make it concrete, I may have made it well into one of the One Piece arcs, which are each quite long, then when Cardcaptor Sakura is added, make that my main catalog series to watch when I'm caught up on my simulcasts ... then when I finish Cardcaptor Sakura, want to get back into One Piece. That's exactly the kind of situation where I might want to rewatch the previous episode ... at least enough to refresh my memory where things are ... and since I am a number of arcs in, starting at episode 1 would be a big step down from what I used to have with the episode before the current one just one [LEFT] button push away.


mel823 wrote: Will we have the option to start an episode from the beginning instead of just resuming it?

Yes, this is one of the features that used to be in the episode page ... I do hope that when it says:

These are not final shots, but I'd love to share some in-progress work ...

... that one thing that is later on in the work in process is including play from beginning on the list of abilities that will be returned to us.
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Posted 8/27/14 , edited 8/29/14

SailorBee wrote:



Hello everyone, SailorBee here!


Hi SailorBee.

It's great that CR has finally decided to offer up another post, but I'd genuinely like to know what happened last week, when Yanting Li showed up, repeated what we'd already been told many times by Bjaker as if it was news to us, ignored all of our numerous questions, and never came back.

The tone of Yanting's post was both condescending and evasively uninformative, in a way that was so obvious that it *really* insults one's intelligence. As in, seriously, you really think I'm stupid enough to buy that? It prompted quite a few people to post that they were very angry and had just cancelled their auto-renew. Even after seeing numerous people post to that effect, there was a complete lack of any follow-up for an entire week. That is ... well, to be blunt about it, astonishingly shameful, and again, insulting to your customers.

Even you, now that you're here, made no mention at all of what a disastrous mishandling of community relations this has been, and of how *angry* we are. You're the community manager! Seriously? You got nothin'? Do you browse the forum wearing a blindfold?

Given that, I honestly don't expect that you're going to read our responses or post again either. So far, you guys seem to post only as a CYA move, a move that gives you (supposedly-)plausible deniability on the "Crunchyroll doesn't give a crap about customer happiness" accusations we're all leveling at you. After you make one of these posts, you figure the pressure is relieved and you bugger off and ignore us again.

Did you even read the 80 pages of angry posts scattered across the announcement and help-us-make-it-better threads? It's not like the threads aren't prominent. They're kinda hard to miss.

Edit: but hey, just in case you're having trouble finding them...

http://www.crunchyroll.com/forumtopic-862553/new-roku-update
http://www.crunchyroll.com/forumtopic-862651/roku-20-help-us-improve


I've noticed TONS of great feedback about our Crunchyroll Roku App in the forums lately,
so I think it would be extremely helpful to you all if I let you know about some of the things we are working on for our next update!


There's TONS of great feedback? Then why has no one responded to any of it for TWO WEEKS? Everyone above Bjaker in the org is clearly trying their best to ignore the problem, and it's quite obvious that poor Bjaker is being denied any power to act on the things any fool can see need to be done. Well, almost any fool, apparently.

Heck, while I appreciate that someone finally showed up again, you've barely responded to any our feedback yourself. You've made a detailed effort to tell us about a handful of items your guys have worked on--which, as with Yantingli's post, we already knew all about--but what about the giant laundry list of other issues people have been so incredibly upset about? Seems like you're accentuating the positive and burying the negative with a steam shovel.

Really, I want to know why you guys refuse to roll back to the old app, or to offer up the old app on a private channel, while you take your sweet time fixing this mess you call an "update." Why not? Don't just say "We're not considering that," tell me why. Would it freaking kill you just to let us use the app that worked until your devs get their act together? Why do I have to wait a MONTH OR MORE for a workable app? You can use a private channel. That requires no cert process from Roku. You could have one up there tomorrow. But you won't. WHY NOT?

EXPLAIN YOURSELVES.

I'm one of the all-access subscribers (six years so far) who cancelled as a result of this terrible mishandling by CR. You guys don't give a rat's ass what you've done. It's all about brushing us off and hoping we'll get bored of complaining or something. Well, I ain't bored of complaining. I'm not getting bored. It's two weeks and I still keep posting about this garbage every day. I'm going to keep on posting until the remnants of my sub run out. And then, if you never made things right, I'm never coming back.

Because I don't want to give money to a company that cares so little for its customers.


Thank you again for all your support, and feedback!
Even if you are unhappy with something, it’s very important that you let us know. It helps us create the very best experience for you, which is what we continuously strive for!


NONSENSE. WE *DID* LET YOU KNOW. AND WE DON'T SUPPORT WHAT YOU'RE DOING AT ALL. YOU'VE IGNORED THAT!

95% of the people posting to these threads, and I am not exaggerating, I do mean 19 out of 20, consider this app to be horrendously broken. They don't think it's annoying that it's different... they think it's downright BROKEN. And they want you guys to swallow your damned pride and put the old app back until you have something that's at least CLOSE to feature parity. Are you doing that? No. You're stubbornly insisting on forcing us to use this broken piece of garbage, with its broken and missing features. For a week, it didn't stream AT ALL for me, and I never even got a response to my support request. Nice work!

So, no, you DON'T use our feedback to help create "the very best experience". You DON'T "continuously strive for" that. You barely even admit there's any discontent at all. Whatever the hell you're doing has nothing whatsoever to do with our happiness.

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Posted 8/27/14 , edited 8/28/14
You have got to fix the FF/RW feature. It is impossible for me to fast forward and skip the OP. This is driving me insane! I would very much like the thumbnails FF/RW back, please please please!!!!!
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Posted 8/27/14 , edited 8/27/14
SailorBee:

I think I'm going to sit back for the next day, watch everyone spend their precious time posting about what's broken and what they want done, and then I'm going to see them get ignored.

Again.

Go on, prove me wrong. Take great interest in all of our details, and address them with care. I don't mind being wrong.

But, reality is what it is, and what's actually going to happen is that either you won't ever post again, or you'll post and avoid all mention of the anger and unhappiness, preferring instead to talk in a chirpy, happy tone, about how awesome CR and the new Roku app will... some day... maybe be... while using lots of exclamation points and smilies.
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Posted 8/27/14 , edited 8/27/14


Also, can you improve the fast-forward / rewind feature? It is clunky now. Please make it how it was. 1 click for slow, 2 clicks for medium, 3 clicks for quick. It used to be so quick to load now it is slow and clunky.


I actually like the way the fast forward / rewinds works now. If you wanna skip ahead 60s, tap the button 6x. If you wanna move around on longer increments, hold it. It works well for me. @bottledwater7... I tend to use 7 taps for skipping 'most but not all' of intros at the moment. Try it.

But very much can't wait for the queue functionality to be fixed. Considering the general personalities of the community, CR should've known better than to release such an incomplete implementation. That being said, the new version release lined up with my purchase of my first 2 Rokus... so I was happy to get HD 'out of the box'. (apparently that wasn't there before?)

Oh, also a feature request... can we get time to release information on videos that are coming soon? Major missing piece of Android, Roku, Xbox360. I assume there is some concern that the data gets stale / requires update, but I'd rather have something than 'this video is not available' or a similar message.

Thanks for your efforts. I used to be a more disgruntled customer... but service stability has been improving over time... so I guess I can't stay too mad.
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Posted 8/27/14 , edited 8/29/14

AikenGhoti wrote:

SailorBee:

I think I'm going to sit back for the next day, watch everyone spend their precious time posting about what's broken and what they want done, and then I'm going to see them get ignored.

Again.

Go on, prove me wrong. Take great interest in all of our details, and address them with care. I don't mind being wrong.

But, reality is what it is, and what's actually going to happen is that either you won't ever post again, or you'll post and avoid all mention of the anger and unhappiness, preferring instead to talk in a chirpy, happy tone, about how awesome CR and the new Roku app will... some day... maybe be... while using lots of exclamation points and smilies.


the reality is that you're a asshole and no company would or should repond to asshole comments

and they are listening, just not to assholes like you
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Posted 8/27/14 , edited 9/14/14

odaxkirshin wrote:

So it's been 2 weeks and now you're responding to customer feedback.

Has Crunchyroll never heard of customer test panels? Focus groups?

Change the Play option to be "Play from beginning" and "Resume". Also you might want to remap the controls to actually match the Roku handheld.



I agree with this. except

"Play from beginning"
"Resume from 10:11"

that we we know how far we were into the episode. instead of having to resume , only to find out we already are at the ending credits.
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Posted 8/27/14
Now... Make your apps available in Europe so that we won't have to create a new account just to download them!
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Posted 8/27/14 , edited 8/29/14

TehNonBeliever wrote:
the reality is that you're a asshole and no company would or should repond to asshole comments

and they are listening, just not to assholes like you


Hello, Mr. Troll! Sorry if you're hungry, I don't have anything else to give you.
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Posted 8/28/14 , edited 8/28/14

polymathcoder wrote:
@bottledwater7... I tend to use 7 taps for skipping 'most but not all' of intros at the moment. Try it.

Hello, thank you for telling me, I just tried it and only works 2 out of 5 times... And sometimes the black title bar on top would not go away...

*sighs*

I bought a Roku just for crunchyroll...
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Posted 8/28/14
Wow had no idea how pissed people were. I for one have not had a major problem with the UI, it just took like 5 minutes of exploring and relearning. It looks fantastic on my tv. I wasn't happy with my queue not updating to the next episode but appreciated this post seeing that someone was paying attention, especially for people having a harder time with it.
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Posted 8/28/14 , edited 8/28/14
Why not roll back to the old app while you take your bloody time fixing your mess?
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Posted 8/28/14 , edited 8/28/14
I voiced my deep deception on both of the roku threads... No answer from CR. I wrote an email to support, they redirected me to the roku thread. I wrote an email to Roku, but they can't do much since it's CR that programmed the new app. I tweet Peter Chernin, the head of the Chernin Group who bought CR and no answer neither. Last thing I did was to cancel my yearly subscription. I'm afraid.there's nothing more I can do if CR doesn't care about their customers and refused to rollback the old app. They'd rather tried fixing a sunken boat instead of taking care of their customers.

So I invite unhappy customers to contact support and request for a refund of the balance of their subscription. The only way for them to take us seriously is to stop giving them money.
The Wise Wizard
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Posted 8/28/14 , edited 8/29/14

Sauron99 wrote:

I often leave the Crunchyroll app running for weeks and if My Queue doesn't refresh then I won't be able to see new episodes when they are released.

I have to wonder if there are that many other people that would be true for (i.e, people that essentially use their Roku as a dedicated CR device).

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