Post Reply Crunchyroll's support is terrible
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Posted 1/13/15
I contacted customer support on December 26th about a billing issue and waited until January 8 to receive a one line e-mail stating that I had a billing issue. Yup, I knew that! That would be why I contacted support.
I have since replied to that e-mail (no idea if it even gets forwarded back to support, that would be nice to know) and haven't heard back since.
All I asked for was to have my account subscription restarted under the default credit card with the same plan and an explanation as to why I never received any indication that there was a billing error until my subscription had ended.
This stuff is simple. Heck, I even gave customer support an obvious course of action, which any well trained customer support team would have handled in no time. After all this time, I even discovered that the plan still exists (it was a yearly plan I started quite a while back), and have renewed. Even that piece of information would have worked, had I been able to easily get to that page.

You're welcome Crunchyroll. I solved my own problem after over 2 weeks of effectively zero support. You're doing a great job.
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22 / M / Indiana
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Posted 1/13/15
Just a bad experience. Usually the support is top notch and very quick to reply. But you have to think thats right after Christmas so everyone was with their families and emails probably werent getting read like usual (wouldnt expect them to when its time to be with families.) And the reason you probably didnt know there was a problem was because they wouldnt know until it tried to charge your card. There are a lot of subs and im sure its no easy task to keep up with them. They work hard to keep the site and service the way we like and keep it running smooth and they honestly do a great job at it. Everyone is human and we all make mistakes. They arent going to be perfect 100% of the time, but when you look at other sites and companies support CR is way above them. I wouldnt sweat it too much.

Just my thoughts.
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Posted 1/13/15
That's true that it was the holiday season. When I saw the e-mail that said it would take around 2 days to get back to me, I sort of figured it would take a week. What I didn't expect was that they would give me a non-answer, then continue to ignore me after the holidays were over.
Besides that, the billing error was on the 12th and I didn't get any notification of this until the 26th when my subscription was cancelled. I can say that I was really pissed at the time (and I still am), but at this point I'm just more baffled with how weak the support has been.
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Posted 1/13/15
I had a billing error in December as well, and I never knew about it until the day of my subscription expired. I message them Saturday about my problem and asked why was I not notified about anything. Then I had to renew my membership because no one wrote back.
Polysyllabic Support Lead
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Posted 1/13/15 , edited 1/13/15
Hey guys, I was just notified of this thread. First off, I want to apologize not just to you, but to everybody who's written in that we haven't had a chance to address just yet. I promise that we're all working our asses off trying to take care of every email that's been written in, and we have a monster of a backlog to take on (that we're steadily chipping away at).


For a while, this was every work day, especially right when the DDoS hit. That was not a fun New Years.

I've gone in and taken a look at both your tickets and handled them--please write back if you have any questions. Again, for everybody who's waiting on a response from Support, we've got you, we're just very behind and haven't had a real chance to catch up 'til now. Thanks again for all your patience and understanding during this whole ordeal.
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25 / M / New Orleans
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Posted 1/13/15

Anonymooo wrote:

Hey guys, I was just notified of this thread. First off, I want to apologize not just to you, but to everybody who's written in that we haven't had a chance to address just yet. I promise that we're all working our asses off trying to take care of every email that's been written in, and we have a monster of a backlog to take on (that we're steadily chipping away at).


For a while, this was every work day, especially right when the DDoS hit. That was not a fun New Years.

I've gone in and taken a look at both your tickets and handled them--please write back if you have any questions. Again, for everybody who's waiting on a response from Support, we've got you, we're just very behind and haven't had a real chance to catch up 'til now. Thanks again for all your patience and understanding during this whole ordeal.


Thank you for the response and email if that was you. Also thank you for not being smart when you wrote back like your other co-worker was when I made a similar forum a couple of days ago. I wasn't asking for much just a little communication.
Polysyllabic Support Lead
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Posted 1/13/15
Don't be too hard on 'em, it's been kind of insane lately. Let me know if you run into any other trouble!
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