Post Reply Support keeps sending me an irrelevant automated reply, and then no further contact afterswards
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Posted 2/26/15
I've been having issues with the Roku App, and have emailed in for help THREE times now. Each time I receive an identical reply that clearly shows that my email has not been read. And every single time I have replied to the automated email only to receive no further response. I've been trying to fix this issue for more than three weeks now.

The automated response isn't even relevant, all of the suggestions listed in it are for problems with watching Crunchyroll on PC, not Roku.

Is support normally this bad? Or have I just been very unlucky? I would have hoped for better customer support from a service that I pay for. The issue I'm having renders certain videos unwatchable on my Roku.
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Posted 2/26/15

PenguinPerson wrote:

. The issue I'm having renders certain videos unwatchable on my Roku.

Hi ya.

Roku 3 owner here. I don't work for CR, but maybe the community can help you with your issue or at the very least, guide you to a solution. What exactly is the problem? Also, if you could, post your network set-up (bandwidth speed, type of wireless router, etc.) and which model Roku you're using.

Just an FYI... there is the Roku support forum here -- http://www.crunchyroll.com/forumcategory-571923/roku -- that might have an answer for you.

Cheers.

=^.^=
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Posted 2/26/15

Hairbelly wrote:


PenguinPerson wrote:

. The issue I'm having renders certain videos unwatchable on my Roku.

Hi ya.

Roku 3 owner here. I don't work for CR, but maybe the community can help you with your issue or at the very least, guide you to a solution. What exactly is the problem? Also, if you could, post your network set-up (bandwidth speed, type of wireless router, etc.) and which model Roku you're using.

Just an FYI... there is the Roku support forum here -- http://www.crunchyroll.com/forumcategory-571923/roku -- that might have an answer for you.

Cheers.

=^.^=


Thanks for the fast reply :)

I'll just copy/paste what I said in the initial support email:

"I frequently have a problem watching Crunchyroll on my Roku streaming stick. The problem is that video will pause after less than a minute of playing but the audio will keep playing. I need to exit an episode and select it again in order to fix the problem.

The problem only occurs on specific episodes. Some examples include Nobunaga Concerto Episode 1, Log Horizon Episode 4, Kids on the Slope Episode 2 and Hunter X Hunter Episode 18. Judging from the forums, many others have this problem too, and it is yet to be fixed.

I highly doubt it is a problem with my internet connection. The Netflix, Youtube and 4oD apps all work perfectly fine on my Roku device. And again, the problem only occurs on SOME episodes.

Do you have a solution to this? If not: is a fix in the works?"

And thanks for the tip. I'll make sure to check out the Roku support forum at some point also.
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Posted 2/26/15
Yeah the bug where the screen freezes while audio keeps playing is something I had happen to me quite a bit a couple months ago on my Roku 1 and Roku 2 XD.

I heard at one point it may have been somehow related to the site getting DoS attacked a while back, but that could have just been a random theory. I ran into the issue a LOT while trying to watch Yuki Yuna is a Hero last season. Haven't seen it since then though so I figured it was resolved...but I guess I won't be surprised now if I run into it again.
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Posted 2/27/15 , edited 2/27/15

Balzack wrote:

Yeah the bug where the screen freezes while audio keeps playing is something I had happen to me quite a bit a couple months ago on my Roku 1 and Roku 2 XD.

I heard at one point it may have been somehow related to the site getting DoS attacked a while back, but that could have just been a random theory. I ran into the issue a LOT while trying to watch Yuki Yuna is a Hero last season. Haven't seen it since then though so I figured it was resolved...but I guess I won't be surprised now if I run into it again.


I too remember seeing a lot of complaints about it around the DoS attack, but I've been having the issue since before then. Thanks for your input.
Posted 2/28/15
I'm having the same problems with customer service, but for a different issue. I upgraded to Premium and now my account isn't working. My queue and history are all gone. They got the money and now no one will respond. Of course calling the phone number gets you no where. I've sent in four emails in the last two weeks and keep getting the same form/bot responses.
I also have a Roku 3.
Der Zoodirektor
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Posted 2/28/15 , edited 2/28/15

masterroku wrote:

I'm having the same problems with customer service, but for a different issue. I upgraded to Premium and now my account isn't working. My queue and history are all gone. They got the money and now no one will respond. Of course calling the phone number gets you no where. I've sent in four emails in the last two weeks and keep getting the same form/bot responses.
I also have a Roku 3.


You seem to have 2 accounts. The one with premium you created via the Roku is under a different email address that starts with a 'j'.
If you want, I can delete the one with the username on it, so you can use your username on the account with premium.
Posted 3/2/15
That would be awesome! I'd appreciate any help you can provide.
Now I know what happened...if you're seeing an email with a "j"
Yep, it needs to be the one with an "s"
You're a rockstar.
Der Zoodirektor
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Posted 3/2/15

masterroku wrote:

That would be awesome! I'd appreciate any help you can provide.
Now I know what happened...if you're seeing an email with a "j"
Yep, it needs to be the one with an "s"
You're a rockstar.


Go log-in on the other account, you can change username/email yourself.
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Posted 3/4/15 , edited 3/4/15
I don't check my CR associated email very often, so I just saw this today. But it's definitely an example of supports egregious use of irrelevant form letters.

What happened was that I sent an email about a site bug on the 15th of February because Wagnaria season 1 wasn't accessible through the website even though the actual video pages were still there and available/playable. It got fixed the next day so I figured "well good, a job well done on reporting the issue", but on the 19th I got this form letter sent to me:

Srsly. The hell does that have to do with anything? It's just offensive to me that I would take the time to try to help resolve an oversight and get sent such a ham fisted, utterly retarded form letter that had absolutely nothing to do with my original message. I even said "No need to reply to me" when I submitted my bug report. Would have been better off just sending me nothing.

Please re-evaluate your current form letter policy. It's idiotic, and doesn't make me want to even bother emailing again in the future. If I find it annoying to get one of these for a minor bug report I reported. Imagine how much more frustrating it is for people who actually have technical issues that they need to have resolved?
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