Post Reply Great Customer Service!
3 cr points
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Posted 2/5/16
I had an issue with my CrunchyRoll account, only to find out that the problem was with a card I was using, a visa gift card which I guess had been blocked from using subscription services. Before discovering this, I was very angry and blamed the CrunchyRoll service itself. I sent angry, accusing emails (which I currently regret, but we're an act of upmost irritation and stress) and received a very polite and quick response. My response was very polite and patient, in which, instead of ignoring my angry letter of accusation, the guy gave me 30 days free as an apology for the inconvenience! His name was Matthew R. I think..? And I would very much like to give him a positive review for his help. The CrunchyRoll service is very pleasant, and I think you should keep it up!!!


I would like for everyone to list their satisfactory stories and maybe some suggestions for the future, so that we can let CrunchyRoll know about their amazing staff!
17434 cr points
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37 / M / Oregon
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Posted 2/6/16
I've had a wonderful time with CR's customer service. I put in two tickets in early-to-mid January, one for Roku playback issues and another for my guest pass timer not working correctly. I have gotten wonderful correspondence about how these two issues are known issues. It's nice to know that they know that they are known issues. Nicer than actually being to consistently watch CR on Roku or not having a guest pass timer showing that I have a month before receiving my next guest pass (the counter's done showing me how many days until my next guess pass). It was also nice that I needed to reply to the correspondence I received indicating that they understood that my issues are known problems to close the tickets out.

It's reassuring to know that CR's customer service is right up there with all the other customer service available in letting you know that they understand that you have problems.
61 cr points
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32 / F / The Armpit of the...
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Posted 2/6/16
I sense some sarcasm... Not that I haven't had the same experience regarding the "known issues" thing.
Der Zoodirektor
23419 cr points
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34 / M / Germany
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Posted 2/6/16 , edited 2/6/16

katwoman34711 wrote:

I sense some sarcasm... Not that I haven't had the same experience regarding the "known issues" thing.


Sometimes all we can do is acknowledging the issue. We know it sucks if an app isn't working for a customer, but there is little we can do other than providing the information to our developers and waiting for them to fix it. For the Roku issue we at least know that it can be manually fixed by users who use HDMI on a standard Roku by setting the output resolution to 1080p. Those who use analog video cables to connect to their TV are out of luck for now. As for the NowTV issues, we're working closely with Roku to figure out what makes them different to the standard models and how to fix them.
61 cr points
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32 / F / The Armpit of the...
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Posted 2/6/16
Is there any possibility of making the last app available to the "s.o.l." viewers? Like as a private roku channel or something? It would at least give us an option rather than wait for longer for a fix, while watching announcements of other platforms being covered by cr. Seems like existing problems should take more of a priority, to say nothing of avoiding releasing apps prior to a thorough bug-test. Please know that I'm very aware that none of this is your fault and I greatly appreciate that you, and others, frequently take the time to reply to concerns on the forums. I'm just frustrated at the whole situation. There's no reason for it.
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