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Post Reply When trying to view manga I get the message: Error: Sorry, an error occurred!
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Posted 9/10/15 , edited 9/10/15

CitizenBlue wrote:

I don't get this, is anyone at crunchy roll paying attention to this thread. Could you please provide some answers? I had brief access to manga yesterday, and its now doing its

Error

Sorry, an error occurred!

dance again. Again still no feedback from the peeps at crunchy roll with whats going on. Seriously, this is ridiculous. I love what you guys provide, how about you turn your customer service into something that resembles the content you (mostly) provide.


Maybe, maybe not. But it's become a long-established pattern that when something is broken and they have no immediate* solution, they blatantly ignore any and all attempts to bring it to their attention. Spend a while in the forums, and you'll see this.

But please don't blame the mods, they have no way to make CR pay attention either.


* - or sometimes, no plans to fix it ever
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Posted 9/10/15
That was directed at the crunchyroll folks, probably management. Not the mods that monitor the forums.

I was unaware of crunchy rolls lousy customer service as am a relative noob here (joined in may I think) and haven't seen any real issues before the issue with their manga dropping off the deep end. However, Crunchy rolls handling of things is pretty disgraceful imho. I've worked in the service industry for a long time. I've run small ISPs and have ALWAYS let our client know when we had planned an update and when services would be down. I wouldn't dream of letting a customer dangle.


All I'm really asking is for is a little information. The status of the issue and an Eta. I don't think that's unreasonable to ask from a service.
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Posted 9/10/15
Hey guys, manga's back up! Thanks for holding tight - we're making significant efforts so that we don't experience this kind of downtime going forward.

I do appreciate all the feedback and will be bringing it to the next manga meeting.
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Posted 9/10/15
Finally! : DD
Thanks a lot crunchy! Now I can read the good stuff again! xD
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Posted 9/10/15

MilesExpress999 wrote:

Hey guys, manga's back up! Thanks for holding tight - we're making significant efforts so that we don't experience this kind of downtime going forward.

I do appreciate all the feedback and will be bringing it to the next manga meeting.


If this is sincere, please also bring the feedback from http://www.crunchyroll.com/forumtopic-915321/latest-manga-chapters-missing - it's been up for three weeks with no response despite the fact it addresses problems that have been going on for quite a long time.

If this gets any constructive response from management (who, unless I miss my guess, are the ones really responsible for chronically undermanning the manga department), it'll be a great sign moving forward. But to be honest, I won't be holding my breath waiting after so many previous examples of dead silence.
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Posted 9/10/15

MilesExpress999 wrote:

Hey guys, manga's back up! Thanks for holding tight - we're making significant efforts so that we don't experience this kind of downtime going forward.

I do appreciate all the feedback and will be bringing it to the next manga meeting.



Please just keep us in the loop in future.

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Posted 9/12/15 , edited 9/12/15

MilesExpress999 wrote:

Hey guys, manga's back up! Thanks for holding tight - we're making significant efforts so that we don't experience this kind of downtime going forward.

I do appreciate all the feedback and will be bringing it to the next manga meeting.


Here's a few things to keep in mind for that meeting:

1) Nobody believes this was "maintenance". Planned maintenance does not occur right when your most popular series are supposed to go live, and last for over two days showing an error message all the while. Something broke badly, and you were desperately trying to fix it. You do not have to admit this, just be aware your PR speak isn't fooling anyone.

2) The first point is especially obvious when you've been having increasing problems over time. From small stuff by highly annoying stuff like Fairy Tail going from translating the text on the title pages and the authors side comments to completely omitting them, to significantly more show stopping problems like chapters being uploaded late, chapters being uploaded, but not properly linked to, or chapters going up, then immediately going down and vanishing for hours or days before you even seem to notice, much less get them back up. It's quite apparent your backend is broken and not scaling well. Fix it. Viz doesn't have these kinds of problems, and neither should Crunchyroll.

3) If you notice that something is broken and you can't it within a few minutes, please at least change your generic error message to something that shows you are aware of the problem and working on it. Getting the default error message when a problem first occurs is one thing. It staying up for days as you give updates elsewhere on the other hand is just unprofessional.
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Posted 9/18/15

arimareiji wrote:


MilesExpress999 wrote:

Hey guys, manga's back up! Thanks for holding tight - we're making significant efforts so that we don't experience this kind of downtime going forward.

I do appreciate all the feedback and will be bringing it to the next manga meeting.


If this is sincere, please also bring the feedback from http://www.crunchyroll.com/forumtopic-915321/latest-manga-chapters-missing - it's been up for three weeks with no response despite the fact it addresses problems that have been going on for quite a long time.

If this gets any constructive response from management (who, unless I miss my guess, are the ones really responsible for chronically undermanning the manga department), it'll be a great sign moving forward. But to be honest, I won't be holding my breath waiting after so many previous examples of dead silence.


So how did the meeting go? Is anything being implemented to begin fixing any of the multiple issues that have been brought up? If not, has anything at least been decided on (to be implemented at some point in the future)?

I really hope the only result of this wasn't to throw overworked / understaffed people under the bus and pretend they were solely responsible, with a vague resolution to "try harder". That would be even worse than continuing to ignore the problems.
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Posted 9/20/15
Wow.

"Maintenance" again already, and it's been this way for at least four hours? Wonder how long it'll take them to fix the server this time...


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Posted 9/20/15
They probably decided that it's easier to put the Manga service out of its misery.
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Posted 9/20/15
Really? Again?

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Posted 9/20/15 , edited 9/20/15

voidnert wrote:

They probably decided that it's easier to put the Manga service out of its misery.


If they really intended to do that they'd have at least made a notice of it and changed the error page to an information page informing us they no longer provide the service. So I think it's unlikely that's what happened. Most likely they ran into unexpected problems after adding certain things (can be anything from extra functions up to extra series/chapters).
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Posted 9/20/15 , edited 9/20/15
I love the manga service, and have used it far more than anime recently. It's frustrating when it goes down, or pages/certain chapters refuse to load, but overall I love it and I hope it continues forever. I wouldn't have considered looking at many of the titles I've read if they hadn't been adjacent to ones I wanted to read, and I'm grateful for having my horizons broadened.

Please don't let user negativity get you down, CR!
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Posted 9/20/15
It's kinda sad to think that pointing out that there are problems that have been blatantly ignored for a long time, and pleading for them to be resolved in a constructive manner, is "negativity".

I wonder what pointing fingers at others who aren't responsible and acting as if there's no possible solution is.
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Posted 9/20/15
Maybe I misinterpreted your tone (although I wasn't referring to your comments specifically), but it and this reply seem pretty vitriolic. You're understandably frustrated. I don't think your comments are responsible for the turnaround time, and it would be nice to see additional communication on an ongoing basis or before an outage arises.

That said, after reading this and the other threads related to the outages, what seemed like it was missing was any sort of encouragement for the team fixing the problem.
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