Post Reply Terrible support experience
aClone 
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Posted 5/14/15
On May 2 I was having some pretty bad issues streaming anime to my Chromecast. Videos would play fine initially but after a few minutes, the video would stop playing and my Chromecast is kicked back to the "Ready to cast crunchyroll" splash screen. I had no problems with playback on my PC or with any other chromecast apps I had. I tried looking on the forums, but saw that there was no support forums for the Chromecast so I decided to submit a support ticket to ask if it was my network or if something was going on serverside.

I didn't receive a reply to my ticket until May 13. Normally I wouldn't particularly mind that kind of response time for support if the reply was actually helpful, but the response I got was very obviously a pre-canned message that had nothing to do with what I asked. I asked about Chromecast playback, but received a response about installing the latest version of flash and clearing my browser web cache (I wasn't even casting from my computer's browser!). Luckily the issue had gone away since I submitted the ticket so I didn't have to bother replying to the support ticket.

Today, I received an email requesting that I rate my support experience. When I tried to rate it as bad though, I got an error saying I could no longer rate the ticket as it was closed. I had only received the email an hour later! Come on crunchyroll, what's up with your support? If you're going to spit out pre-canned responses like that, why did it take 11 days to respond to a ticket? Why ask for feedback about your support if you're not even going to let me rate it?

I really do love the service CR provides when it's working and I know this probably isn't the worst tech support ever, but it still left a sour taste in my mouth.
Der Zoodirektor
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Posted 5/14/15 , edited 5/14/15
Did you flag your ticket as a Premium ticket? It might have come up in the wrong section internally and therefore received the playback solution fix for PCs as a reply. Do you have the ticket ID at hand?
elux72 
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Posted 5/14/15
I experienced something similar to you recently. I was having a problem with playing the first episode of a show on my iPad, and submitted a support ticket from the contact form in the app. Bear in mind that when you submit from the app, it records your device and OS clearly in the email, so, when I got a reply suggesting I 'clear my cache', I immediately deleted it as the support offered was clearly irrelevant. Incidentally, when I logged into the website on my laptop and tried playing the show from there, it worked!

I submitted yet another ticket a few weeks ago when a couple of simulcast episodes were constantly freezing on all of my Apple devices, and, other than the 'we have received your message' message, I haven't heard a thing.

Note that I am an 'All-Access/Premium + (?)' member, and such members are promised priority and fast support. It isn't likely I'll be contacting support anymore, if this is what 'priority' means to them. Like yourself, I feel that when this service works, it works fine, but...
aClone 
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Posted 5/14/15
Hi shinryou,
My request number was #8978. I was unaware that I could flag a ticket as a premium ticket because I had just started the free trial at the time.
Der Zoodirektor
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Posted 5/14/15 , edited 5/14/15
I'll check out your ticket later to see why it got an odd reply. My internet connection right now is shoddy and I can't properly access websites.

@elux72: We recently switched to an improved support tool and are still ironing out some of the workflows. Sorry if your ticket took a long time to be replied to.
aClone 
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Posted 5/14/15
It's good to hear that you're willing to look into the issue. New tools always take some time to iron the kinks out of, and I hope you will be successful in that. Thank you very much.
Der Zoodirektor
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Posted 5/14/15
Your ticket indeed was in the wrong section, it got flagged all the way to be a PC playback issue. Will forward the issue.
aClone 
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Posted 5/15/15
Thanks!
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