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Post Reply Customer service == No service?
75185 cr points
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34 / M
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Posted 9/24/15
Hello, i have been Premium member since 2009 so that would make it 6 years now and recently i got Payment Error.

No biggie i thought ill just contact Billing/Support for assistance.

Ticket made and now It has been a WEEK! except for getting an automated reply there has been no contacts for assistance.

I have more than one profanity lines stacked up in my head but because this morning has not been all that bad ill just settle on giving this message as a warning to other users to not put CR on such a high pedestal.

7280 cr points
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26 / M
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Posted 9/24/15
Ive got the same issue, ive even submitted a new ticket and 0 replies.
Der Zoodirektor
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34 / M / Germany
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Posted 9/24/15 , edited 9/24/15
I'll look for your tickets later today.
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Posted 9/24/15
I just put my ticket in please dont say I have to wait a week wheres my premium! lol
Der Zoodirektor
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Posted 9/24/15

kronstadt wrote:

I just put my ticket in please dont say I have to wait a week wheres my premium! lol


Failed renewal.
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Posted 9/25/15
Wow 2 words what customer service. Thing is Im trying to rectify that have tried 3 different payment options at this point all saying pending checkouts thats a problem on your end not mine.
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22 / M / Baltimore, Maryland
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Posted 9/25/15
I've been trying to get in touch with them for about a month now for my issue, don't feel bad. Rarely do I ever say such things but I do think CR is right down there with Comcast on terms of customer service.
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Posted 9/25/15
I'm having the same issue as well. I got a "Fulfillment Error" and it's been almost 3 weeks since I tried to get in contact with someone. All I got was a canned response, which I replied to with the information they requested, then an email saying to rate my experience. When I tried to rate it though it said my ticket was already closed. The thing that's most annoying though is that I was already charged for the month, but I can't use any of the features. I really do enjoy the site, but the Customer Service so far is abysmal.
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26 / M
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Posted 9/25/15

Louman124 wrote:

I'm having the same issue as well. I got a "Fulfillment Error" and it's been almost 3 weeks since I tried to get in contact with someone. All I got was a canned response, which I replied to with the information they requested, then an email saying to rate my experience. When I tried to rate it though it said my ticket was already closed. The thing that's most annoying though is that I was already charged for the month, but I can't use any of the features. I really do enjoy the site, but the Customer Service so far is abysmal.

Where can you find if your ticket is open or not?
Der Zoodirektor
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34 / M / Germany
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Posted 9/26/15

Louman124 wrote:

I'm having the same issue as well. I got a "Fulfillment Error" and it's been almost 3 weeks since I tried to get in contact with someone. All I got was a canned response, which I replied to with the information they requested, then an email saying to rate my experience. When I tried to rate it though it said my ticket was already closed. The thing that's most annoying though is that I was already charged for the month, but I can't use any of the features. I really do enjoy the site, but the Customer Service so far is abysmal.


Just checked out your account and forwarded the issue. Should hopefully be fixed early next week. In the meantime I gave you some days of Premium manually.
raiu86 
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30 / M
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Posted 9/26/15
I have been a member of Crunchyroll since 8/5/07 and I joined premium on 11/30/09. I have never had a problem with Crunchyroll until I recently needed to contact them for customer support. Unfortunately "Premium Email Support" is non-existent. For the specific issue I've been having the person that was "assisting" me (Bael S.) responded in an untimely fashion and didn't even help me resolve the problem. He clearly didn't read any of the emails that I wrote and just kept giving me what seemed like scripted responses, basically like a general troubleshooting that had nothing to do with the problem that I am STILL having with the Crunchyroll app on my phone.

I sent in the first email around 7/19/15 and got an automated message about a day later and then I got nothing for 7 days until I finally received the first message from Bael S. on 7/27/15. When I replied to that message saying that I followed the steps provided and I was still having the same problem I waited another 8 days for a reply that I received on 8/5/15 that asked me for a screen shot of the problem. After providing said screenshot I waited another 13 days for the next reply received on 8/18/15 which had absolutely nothing to do with my phone issue and instead had instructions on what to do to fix video playback problems for computers and internet connections!

In response I asked if he had seen the screenshot I sent and why it took so long to get back to me only to wait another 16 days for the next reply which I received on 9/3/15 and again completely ignored my previous message and stated that "At this point there are no further steps that we can take to resolve your issue at this time." (What steps were taken to resolve my issue????) In my reply I tried to address the lack of attention to detail and customer service that I was being provided with and asked what compensation I would receive for not being able to use my service for several months and getting crappy customer service on top of that.

It is now 22 days and counting and the only email I've gotten from Crunchyroll was another automated email asking me to rate the support that I received which said that "the ticket was closed and could no longer be rated" when I clicked on "Bad. I'm unsatisfied". So to any mods out there reading this, I am unsatisfied with the support that I received and you guys need to step your customer service game up.
Posted 9/26/15
It looks like I will be deleting my CR account. The service for costumers is horrible. Time to look for another website for anime.
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Posted 9/26/15

shinryou wrote:


Louman124 wrote:

I'm having the same issue as well. I got a "Fulfillment Error" and it's been almost 3 weeks since I tried to get in contact with someone. All I got was a canned response, which I replied to with the information they requested, then an email saying to rate my experience. When I tried to rate it though it said my ticket was already closed. The thing that's most annoying though is that I was already charged for the month, but I can't use any of the features. I really do enjoy the site, but the Customer Service so far is abysmal.


Just checked out your account and forwarded the issue. Should hopefully be fixed early next week. In the meantime I gave you some days of Premium manually.


Thank you very much! I appreciate the help a lot.
Der Zoodirektor
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34 / M / Germany
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Posted 9/26/15 , edited 9/26/15

raiu86 wrote:

I have been a member of Crunchyroll since 8/5/07 and I joined premium on 11/30/09. I have never had a problem with Crunchyroll until I recently needed to contact them for customer support. Unfortunately "Premium Email Support" is non-existent. For the specific issue I've been having the person that was "assisting" me (Bael S.) responded in an untimely fashion and didn't even help me resolve the problem. He clearly didn't read any of the emails that I wrote and just kept giving me what seemed like scripted responses, basically like a general troubleshooting that had nothing to do with the problem that I am STILL having with the Crunchyroll app on my phone.

I sent in the first email around 7/19/15 and got an automated message about a day later and then I got nothing for 7 days until I finally received the first message from Bael S. on 7/27/15. When I replied to that message saying that I followed the steps provided and I was still having the same problem I waited another 8 days for a reply that I received on 8/5/15 that asked me for a screen shot of the problem. After providing said screenshot I waited another 13 days for the next reply received on 8/18/15 which had absolutely nothing to do with my phone issue and instead had instructions on what to do to fix video playback problems for computers and internet connections!

In response I asked if he had seen the screenshot I sent and why it took so long to get back to me only to wait another 16 days for the next reply which I received on 9/3/15 and again completely ignored my previous message and stated that "At this point there are no further steps that we can take to resolve your issue at this time." (What steps were taken to resolve my issue????) In my reply I tried to address the lack of attention to detail and customer service that I was being provided with and asked what compensation I would receive for not being able to use my service for several months and getting crappy customer service on top of that.

It is now 22 days and counting and the only email I've gotten from Crunchyroll was another automated email asking me to rate the support that I received which said that "the ticket was closed and could no longer be rated" when I clicked on "Bad. I'm unsatisfied". So to any mods out there reading this, I am unsatisfied with the support that I received and you guys need to step your customer service game up.


Just looked at your ticket.

Did you clear the app cache yet? I actually had that same issue once and it solved itself by clicking retry several times.
raiu86 
64033 cr points
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30 / M
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Posted 9/26/15
Hello Shinryou,

Yes I have cleared the app cache and app data. I also uninstalled and reinstalled the app several times and tried hitting retry hundreds of times. I have tried everything short of factory resetting my phone which I should not have to do.
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