Post Reply Better Support Forums
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24 / M / USA
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Posted 6/17/15
I've been having ongoing issues with my Queue (Shows that were removed reappearing and shows added disappearing) and I've noticed quite a few posts complaining about that, temp solutions provided that don't work permanently, etc... But what I haven't seen is a stickied topic at the top of "Site Support/Minor Questions" section of the help forums, or an organized, already existing list of current site problems (The following thread isn't cutting it, and has been around since the DDoS/DoS attack awhile back and yet it hasn't really been updated since said attack http://www.crunchyroll.com/forumtopic-840813/crunchyrollcom-site-issues )

Anyways, It would be nice to see a Help forum section dedicated to threads (One for each problem) of ongoing problems as well as the currently found temp fixes, and updated when a permanent fix is found (Or closed/Archived if the permanent fix doesn't need any action on the user side, but is fixed on server side). Surely Crunchyroll can do this, with all the threads constantly being made by users for different issues, it's almost like musical chairs for which issue gets visibility at the top.

Oh, and I mean a sub-forum (in addition to all the pre-existing help sub-forums, since CR still needs somewhere besides the "contact us" to get awareness from users about new issues) that users can't make new threads in, but can view threads made by support staff, detailing what the last paragraph went into (If I didn't mean that, then it would just end up the same as what it is currently)

See an example of why we need this:
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Posted 6/17/15 , edited 7/10/15
What's the point of the help forum if no one from Crunchyroll shows up to actually help? There are problems with the Queue, problems with the app on various devices, and CR has done NOTHING to fix them, not even responded to any of the HELP threads.

The chances of someone important seeing this thread and doing something about it? Slim to none.
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30 / M / Dallas, TX
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Posted 6/17/15


I've asked something similar in the past, and was informed that support prefers multiple threads, as some users may be experiencing the same symptoms may have different root causes for different users. It's also a community help forum, so the hope is that other users provide workarounds they've discovered, which has been done in multiple threads you pointed out.
Der Zoodirektor
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Posted 6/18/15 , edited 6/18/15

Thak wrote:

What's the point of the help forum if no one from Crunchyroll shows up to actually help? There are problems with the Queue, problems with the app on various devices, and CR has done NOTHING to fix them, not even responded to any of the HELP threads.

The chances of someone important seeing this thread and doing something about it? Slim to none.


I'm reading them, but sadly I don't have a solution as it's not my area of expertise. Please /contact our English customer service for advice. (I primarily do customer service in a different language and I work remotely.)

Kiki's Customer Support Service
Kiki 
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Posted 6/18/15 , edited 6/19/15


Hey Hehaho1830,

We were suppose to revamp the support forums but we're now under new management. So I think that plan was either put to the side or completely forgotten. We have a meeting tomorrow with our director, so I'll bring up your feedback and suggestion. I'll also try to find out about the queue and if there's any ETA on the fix. I know that our engineers are aware of it, but it's been a couple of weeks now and there still hasn't been any word from the office end. I sent a couple of emails, but no responses so I'll mention it again during our meeting tomorrow.

Edit:
So the ticket for the queue has now been assigned to a specific engineer and he's currently working on fixing it, no eta. As for the support forum, right now it seems seeing duplicate threads regarding something breaking is a plus, since we're able to physically show our engineers how many inquiries are made via the site. It comes in handy, so there's no plan to changing it at the moment. As for the update thread, I'll see what we can do about it later next week and try to get it up and going again.
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Posted 6/19/15
CrunchyRoll's customer service is a disappointment in general. You email them, you get no response even if you are a premium member. I have been asking them for awhile about Artist Alley submissions and it is just silence, no one bothers to address anything, this is poor customer service. I let my membership expire today, I at least expect common courtesy when sending in an inquiry but if I cannot get that then why support a service that can't be bothered to answer simple questions from their consumer base?

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Posted 6/19/15 , edited 6/19/15

starlightcityentertainment wrote: CrunchyRoll's customer service is a disappointment in general. You email them, you get no response even if you are a premium member. I have been asking them for awhile about Artist Alley submissions and it is just silence, no one bothers to address anything, this is poor customer service. I let my membership expire today, I at least expect common courtesy when sending in an inquiry but if I cannot get that then why support a service that can't be bothered to answer simple questions from their consumer base?
It's probably not a common question they get, so the regular customer support reps that handle the inquiries from the "Contact Us", probably don't know and had to forward your inquiry to other people up top, and the people up top probably are quite busy themselves and haven't had a chance to address your inquiry yet.

I've used the "Contact Us" form many times already, and I usually receive a response within 1-2 business days. If it takes longer than that, it's either because they are swamped with many inquiries or they probably just don't know the answer to your inquiry yet and are trying to find out. But I would agree that if they don't know, and if they think it may take a while to find out, that they should at least give u the heads up about that rather than remaining silent.
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Posted 6/30/15

Ezgi wrote:



Hey Hehaho1830,

We were suppose to revamp the support forums but we're now under new management. So I think that plan was either put to the side or completely forgotten. We have a meeting tomorrow with our director, so I'll bring up your feedback and suggestion. I'll also try to find out about the queue and if there's any ETA on the fix. I know that our engineers are aware of it, but it's been a couple of weeks now and there still hasn't been any word from the office end. I sent a couple of emails, but no responses so I'll mention it again during our meeting tomorrow.

Edit:
So the ticket for the queue has now been assigned to a specific engineer and he's currently working on fixing it, no eta. As for the support forum, right now it seems seeing duplicate threads regarding something breaking is a plus, since we're able to physically show our engineers how many inquiries are made via the site. It comes in handy, so there's no plan to changing it at the moment. As for the update thread, I'll see what we can do about it later next week and try to get it up and going again.



Well this is the first I heard of new MGMT. That was kept hush-hush!

So I heard there was an update on July 25th and there are all kinds of problems going on! We were even told about the update!

I been going on two years with many Work orders For a while recently CR seemed to be alright! Now 3 days before the new Summer season all kinds of rwebsite problems!

Hey I like CR the forums / other members but the tech side is llike having a rotary phone !

I am not putting Funi over CR but I can watch vidoes with only a hiccup now and then ! Today the website wont load if it does pages dot load etc what a shame !

We nned to be updated a bout maintenance / problems etc!

An unhaapyy anime fan!
Kiki's Customer Support Service
Kiki 
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Posted 6/30/15 , edited 6/30/15

FLjerry2011 wrote:


Well this is the first I heard of new MGMT. That was kept hush-hush!


Support management.

It was never hush hush either. Baker who was our support manager moved onto a different field. He's now the community manager. Title was changed through staff page which is available to the public:

http://www.crunchyroll.com/staff


So I heard there was an update on July 25th and there are all kinds of problems going on! We were even told about the update!

I'm not sure what update you're referring to. Can you please clarify? Also, did you mean June 25th? Or July 25 2014?


I been going on two years with many Work orders For a while recently CR seemed to be alright! Now 3 days before the new Summer season all kinds of rwebsite problems!

Hey I like CR the forums / other members but the tech side is llike having a rotary phone !

I am not putting Funi over CR but I can watch vidoes with only a hiccup now and then ! Today the website wont load if it does pages dot load etc what a shame !

We nned to be updated a bout maintenance / problems etc!

An unhaapyy anime fan!


I'll pass on your feedback. Apologies for the inconvenience.
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