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Post Reply Crunchyroll got what they wanted
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54 / M / Somewhere traveli...
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Posted 9/10/14
Looks like CR got what they were looking for. Stop communicating with their Roku users and the signal to noise ratio will drop like a brick and become a non issue.

Good job CR. You shut your customers up by saying nothing. Must have learned this from Harvard Business School in the US.

Still awaiting for a fix to watch CR on my Roku 2 HD (3000X). And to be able to use it as well as the old channel app.



Posted 9/10/14
Have you tried contacting customer support about your issue?
If you already have please give them time to respond =)
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Posted 9/10/14 , edited 9/15/14

IgniteBadIntentions wrote:

Have you tried contacting customer support about your issue?
If you already have please give them time to respond =)


Sorry, but I guess you have not read my posts from when this Roku channel update was rolled out. Yes, I contacted Customer Service, and I told them I cancelled my account due to this mess. They gave me 3 months free. YIPPIE! I get 3 months free to NOT watch CR licensed shows on my Roku! I cancelled because I can't watch the shows. I told them why, they confirmed the problem (technical issue with my Roku model), supposedly fixed the issue "in the next release" about three weeks ago. Yep, Customer Service did respond.

What I am saying is the CR has been completely quiet concerning the Roku channel for over two weeks and the number of people pushing the issue has died to nil. CR got what they wanted. peace and quiet on the forums from the angry customers by doing NOTHING!

I just decided to keep the anger open because it is still not resolved from most Roku users. I am personally done with being nice to CR. They can kick my sorry ass if they wish, but until they get this resolved I will still be here pounding the war drums.





Posted 9/10/14


I see your frustration with that sir.
CR has a lot of different devices that they are on so they are probably pressured by those as well.
However going quiet about it probably wasn't the best way to resolve the angry customer's complaints because that will just make them terminate their subscription if they don't get information as to how long they will be without service.
That being said I'm sorry to hear of your not so well experience with them.
Hopefully they can get the issue resolved soon. =)
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Posted 9/10/14
It won't play on my XS either , kinda plays on my XD (still buffers) . Just finished putting together a HTPC & downloading Win 8.1 Pro right now . Goodbye Rokus , the wife has them now !
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Posted 9/11/14
so are you running a rant thread, or asking for your Roku fix?

I personally don't have a roku, so I can't share your frustration, but I get it.
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Posted 9/11/14
Just trying to keep the pressure on CR to do or at least SAY something!





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35 / M / Birmingham, AL
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Posted 9/12/14 , edited 10/31/14
They simply don't give a fuck, otherwise their handling of the situation would have been better than absolute-worst-ever. SailorBee and bjaker have been astonishingly useless, and they haven't even said anything on the issue in like two weeks. That's god-awful community management. Maybe those two as well as the idiot developers have the attitude now that most of the premium Roku users are on compensated subs by now so who gives a good goddamn if we're unhappy.

I got a couple months free when I cancelled because the mostly-powerless CS people are the only ones who are actually willing to even attempt to do something to try to maintain some goodwill. I can kind of watch on my box now (still often buffers a whole lot) but it's such a pain in the dick that I'm pretty much only using it to follow one simulcast that's almost over. But I'm totally aware of how dicked people are who have the "wrong" models are since they can't stream at all and CR isn't expediting any fix for that. My attitude toward this company has been totally poisoned and I'm not even using mobile or anything to watch series that I'm halfway done with. This entire debacle has been nothing but a huge, venomous middle finger toward Roku-using customers and now I simply have to dismiss CR (with the exception of their lowly CS) as shitty people, from the top down.

The reason things have gone quiet is because, after a company tells you in no uncertain terms that they don't want your money and that they don't care if you're happy with their service, then what is left to say or protest? I mean, at that point you're talking to a brick wall. We asked for relief, they said no and that there's nothing that we can do to change their mind. After you cancel your sub and bitch a lot and SailorBee and bjaker essentially tell you to fuck off, what recourse do you have left?
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Posted 9/12/14 , edited 9/13/14
This thread is about 3+ year old equipment, right? I'm guessing there's only so much CR's devs can do to support the outdated technology and the shiny new devices.
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Posted 9/12/14 , edited 10/31/14

eyeofpain wrote:

This thread is about 3+ year old equipment, right? I'm guessing there's only so much CR's devs can do to support the outdated technology and the shiny new devices.


Nope, I have my CR running through a brand new JVC TV Roku app. Every video results in an error message. People are angry because CR replaced a perfectly functional Roku app with a new one that doesn't work for many and has serious design flaws for all.
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Posted 9/13/14 , edited 10/31/14

chiguy1 wrote:

Just trying to keep the pressure on CR to do or at least SAY something!



There does come a point, though, there there isn't anything left to say. Even when a situation is being dealt with. We know the first batch of fixes/improvements is being worked on, so what else could they tell us at this point?

"Yeah, coding is still happening."

"It mostly works except for when it doesn't. No clue why, investigating."

"Everything except one target platform compiled and/or works perfectly. But it should be identical."

"Fred from Development is off sick with a tummy bug."

"Well, we submitted it to Roku. Now just waiting."

From a customer perspective this last one might seem nice. But as Roku themselves have a support forum, this would run the risk of just sending news-hungry ticked-off customers in their direction. Plus do we really need to know every step in the submitted-rejected-tweaked-resubmitted cycle?

And too much information about what might be in the next build isn't much use when the current one is still in progress.

Sometimes being in a customer-facing role puts you in a no-win situation in times like these. As if you say nothing you get blasted but if you say anything other than "Yay, all fixed" you still take flak
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Posted 9/13/14

Plus do we really need to know every step in the submitted-rejected-tweaked-resubmitted cycle?


When my car breaks under warranty, I want to what mechanic is fixing it, know exactly how it's fixed, how long it will take to get fixed, and what is being done in the meantime to address my transportation concerns until I get my truck back.

I submit that we do need some of these concerns monitored and updated, to provide at the very minimum, the public perception that CrunchyRoll actually gives a fuck about its paying customers.
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Posted 9/13/14 , edited 9/13/14

Drakezius wrote:
I submit that we do need some of these concerns monitored and updated, to provide at the very minimum, the public perception that CrunchyRoll actually gives a fuck about its paying customers.


I submit that the lack of any updates or monitoring of concerns is a strong indication of their indifference.
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Posted 9/15/14 , edited 9/16/14

themeliorist wrote:


Drakezius wrote: I submit that we do need some of these concerns monitored and updated, to provide at the very minimum, the public perception that CrunchyRoll actually gives a fuck about its paying customers.


I submit that the lack of any updates or monitoring of concerns is a strong indication of their indifference.

I don't think its a monolith ... I think that those who do care were told to shut up, just when they were getting on top of the Public Relations disaster. It wouldn't be surprising if they were told to shut up by the same person who was responsible for the PR disaster, since the disastrously bad roll-out and the idiocy of telling the people who understand the CR customer base to shut the hell up seem to be in the same family of incompetence.
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Posted 9/15/14 , edited 10/31/14

TiggsPanther wrote: From a customer perspective this last one might seem nice. But as Roku themselves have a support forum, this would run the risk of just sending news-hungry ticked-off customers in their direction. Plus do we really need to know every step in the submitted-rejected-tweaked-resubmitted cycle?

Given the way that Crunchyroll has lost the trust of its Roku users and needs to earn it back ... its a needed first step.

Even if there is nothing to say, a weekly update that there is nothing new to add is better than dead air. So long as its not from the Roku Product Manager, who from their sole intervention in the discussion should never be allowed to touch any piece of writing to be released for information purposes.
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