Post Reply Actually Read Support Emails
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Posted 7/23/15
Don't include this:


Premium Email Support, Priority Response Guaranteed


As a feature if the customer service rep isn't even going to bother to read the support email and answer the question properly.

I sent a message under support using "Other" (If I had a question about billing, I would have selected "Billing") asking why they dropped the Samsung App and I get this response:


Hi there,

Thank you for reaching out to us.

In order to help you, we will need to locate the account which was used to purchase Premium Membership. Please tell us the amount charged and the date of the charge. We will also need some billing info:

If you are being billed from a credit card:
▪ Your full name as it appears on your card
▪ The brand (e.g. Visa or MasterCard...)
▪ The expiration date
▪ The billing zip code
▪ The last 4 digits of your card number (Please don't send the whole card number. You should never send a complete credit card number through email.)

If you are being billed through iTunes:
▪ Go here http://support.apple.com/kb/ht4098

If you are being billed through PayPal:
▪ The primary email of your PayPal account
With this, we should be able to get this resolved for you.

Regards,

**** (Edited Out to Be Nice)
Customer Service


Didn't even read all of my email before sending me a cookie cutter response. I don't consider any of that to be a Premium response or priority... this response has nothing to do with the question...
Polysyllabic Support Lead
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Posted 7/23/15
Hey, how it's going. Sorry for the trouble, but a lot of times we ask for this information specifically so we can look at your account and see what's going on. However, if it's in regard to the smart TV app, I can answer your questions since I'm here.

I apologize for this, and I'll talk to my team about actually checking what the customers have to say.
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Posted 7/23/15 , edited 7/23/15
It's no worries, it mainly just frustrating for emails like that to go that way. All I want to know is what lead to the decision to nuke the Samsung TV app as that is now my main way to watch CR. :/ The App wasn't great but it worked well enough, just want to know as a paying member for 4 years what the factors where to get rid of it, it's the first time in 4 years that CR has done something that has seriously made me question my subscription and I always bump up to the top Subscription, even if I don't use those features just to help support you guys and the industry.
Polysyllabic Support Lead
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Posted 7/23/15
I can completely understand that. Basically, what's going on is that the smart TV apps (Samsung, Vizio, etc.) are being phased out due to very low viewership numbers. Still, that puts a lot of people out, and while there are other living room options, that was their way to watch. Sorry again for the trouble with the email response, and let me know if you need anything else.
rrw_au 
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Posted 7/23/15
Hi Anonymoo,
Just wondering if you can provide any information, is there anything happening to get countries outside the US (Australia for me) access to the PlayStation app?
Kiki's Customer Support Service
Kiki 
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Posted 7/23/15

rrw_au wrote:

Hi Anonymoo,
Just wondering if you can provide any information, is there anything happening to get countries outside the US (Australia for me) access to the PlayStation app?


I'm afraid all our Sony device apps aren't available in Europe or Australia yet, however we are working on it. Releasing an app on a Sony System is much different than releasing an app via Microsoft.

Microsoft has one approval process and at that point you select the regions you want to be available in.

With Sony, you need to approach the correct regional division, and submit your app for approval.

The PS3/4 and Vita app has been released through Sony NA, Sony Caribbean, Sony LA and Sony SA. We're still working on bringing the app to Europe and Australia. We do not have a release date at this time.

Please check the Site News forum for updates and announcements.

The Wise Wizard
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Posted 7/24/15

Ezgi wrote:

The PS3/4 and Vita app has been released through Sony NA, Sony Caribbean, Sony LA and Sony SA.

I know that when it was announced, the Vita app was noted as being available for the Americas, but I don't ever recall an announcement for the PS3 & PS4 app touting the expanded availability (as both were originally announced for the US & Canada only).

I double checked all the PS3 & PS4 announcements in the Site News forum, and none of the later ones made mention of Central and South America also being covered. If they indeed have this expanded availability, CR might want to publicize that fact.
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