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Post Reply Comments do not properly order by "Top"
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Posted 8/16/16
That's an interesting question. The only other streaming service I use is Hulu. I can't remember any minor bug issues with them right now but do know that they farmed out their comments functions to the Facebook plug in years ago. I've only used Netflix briefly, and didn't notice if they even have a comments section?

The Otaku USA site uses the Facebook plug in too and they tend to disappear when you come back to look at them later on. Which is really frustrating when you get a notice that someone replied to your comment only to find nothing visible to you when you go there. A note is posted on top the comments that they know of the problems and are working on it. That note has been there a few years now with the problem still on going.

CR has had wonky things happen to the comments section before but they tend to get fixed in few months or less. I just hope the big bosses don't decide to farm it out to a Facebook plug-in in the future.
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Posted 8/16/16

MilesExpress999 wrote:

Forgive me if I came across condescending before, or do in my next request, it's a sincere desire to see how other companies handle minor bugs. I would love to see said list, or really even just one or two examples, of a similar thread on another company's forum with what'd you'd like to see from CR. Mostly, I'm interested in similar companies to us, and while yes, Netflix is the closest example, they keep their relationship with the users completely private - I know of two bugs I've had that were equally minor but I saw nothing but automated responses and saw no updates when requested for months. If this is a bother, don't worry about it too much, again, I just want to know what the user expectations are in this kind of situation.


I don't think there's a similar company that handles this sort of situation well.

FWIW, users experiencing problems will generally be satisfied if you can make them feel like their concerns have been acknowledged. This applies to all forms of customer support, from fixing desktop PCs in person to patrolling the forums of a major streaming video site. Ideally, that acknowledgement takes the form of fixing the problem, but that won't always be an immediately available option.

What's happening in this thread is that feelings of acknowledgement wear off. A simple "we're looking into it" is plenty if the problem is resolved quickly. However, if the problem sticks around, the same "we're looking into it" will come off as patronizing and users will feel like you're trying to brush them off. In those cases, more detailed information about what's being done can help keep the masses satisfied for awhile longer. It's worth noting that you'll always run into diminishing returns here. No amount of info will keep users satisfied indefinitely; for that you have to actually resolve the matter.
aoiRAY 
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Posted 8/16/16 , edited 10/28/16

MilesExpress999 wrote:

That was the head of our German-language team, and I've seen two other mods in this thread as well, and now I'm here - I think the issue may be the fact that our staff don't appear as different from our users here as I'd like, making it more challenging to differentiate us. We're understandably not able to say more than "we're looking into it", which was my response as well once I was directed to this thread.

Several posters have also shared their messages from our support staff as well, which I believe contain a similar response. So while I'd like to think we're doing a good job in addressing this issue (even if I share your frustrations about it not being fixed yet), we're not on the same page, which is why I'm very interested in your expectations.

Forgive me if I came across condescending before, or do in my next request, it's a sincere desire to see how other companies handle minor bugs. I would love to see said list, or really even just one or two examples, of a similar thread on another company's forum with what'd you'd like to see from CR. Mostly, I'm interested in similar companies to us, and while yes, Netflix is the closest example, they keep their relationship with the users completely private - I know of two bugs I've had that were equally minor but I saw nothing but automated responses and saw no updates when requested for months. If this is a bother, don't worry about it too much, again, I just want to know what the user expectations are in this kind of situation.


Which posts are from the mods exactly? I could probably guess, but since as you said you can't really tell mods from regular users I'd like to make sure first. Also, a month old post from a user sharing their ticket status (about getting a status update "soon") who has since not posted again is hardly insightful or official. Other's have posted that they have not gotten an update, so one can assume that no update was ever provided. You saying that "it's still being looked into" while not particularly insightful, is still official acknowledgement that it's still active. Without that, after almost 2 months what are users supposed to assume: abandoned, closed, so low priority it will never be looked at? This also prevents users from continuously resubmitting tickets for the same issue or submitting a ticket to get an update on a ticket.

I suppose that's the problem isn't it: you claim that you, and by extension the company, do not understand customer expectations (which I do not believe is true, you're just trying to get a dialog going).You also wanted to be provided proof that similar companies have done better. I see that as a barrier for saying that you provide the same level of customer service as everyone else. If that level happens to be low, that's just the way it is. Aiming for the lowest common denominator rather than setting the expectation that you can do better than the rest. Had your first response to me not been to immediately ask for proof and basically try to put the onus on me to try and prove to you that you (as an organization) can do better, I might have had a different opinion.

And for your information, Cisco forums, Microsoft developer forums, Twitch developer forums, even XBox support forums have done better. Very different business with larger resources, but I don't expect you to be like them. However you don't improve by looking at people below you.
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Posted 8/18/16
At any rate, it doesn't look like the bug has been squashed yet.
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Posted 8/30/16
...and it still hasn't been totally squashed. Most times more than 4 posts will show up in the comments now but the order is still the most recent one not the top comment.
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Posted 8/31/16

AniMatsuri wrote:

...and it still hasn't been totally squashed. Most times more than 4 posts will show up in the comments now but the order is still the most recent one not the top comment.


Still going on today watched Fate Illya just only 4 comments show up !
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Posted 8/31/16

FLjerry2011 wrote:
Still going on today watched Fate Illya just only 4 comments show up !


I see more when I do this:

http://www.crunchyroll.com/fatekaleid-liner-prisma-illya/episode-9-illyas-choice-715513/comments
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Posted 8/31/16
The "Video page only loads 4 comments" bug has been going on for .... years I think. Not sure. It comes up sporadically, and if you refresh the page a lot, you can eventually get past it to the full list. It's annoying, but you can at least get past it, and it seems to go away once a video is a couple of days old (I suspect it is because there are fewer new comments coming in, and the system is less taxed).

Either way, that is a separate bug from this new one, which specifically affects the order that comments appear, as discussed previously. It also is not fixed when you view comments in the alternate way, such as in the link that asharka pointed to above.
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Posted 9/2/16

Frediloc wrote:

The "Video page only loads 4 comments" bug has been going on for .... years I think. Not sure. It comes up sporadically, and if you refresh the page a lot, you can eventually get past it to the full list. It's annoying, but you can at least get past it, and it seems to go away once a video is a couple of days old (I suspect it is because there are fewer new comments coming in, and the system is less taxed).

Either way, that is a separate bug from this new one, which specifically affects the order that comments appear, as discussed previously. It also is not fixed when you view comments in the alternate way, such as in the link that asharka pointed to above.


For myself it started withe Summer 2016 Shows / Larely some seem OK but ut's like 25% / the other 75% is just 4 .

And this is sometimnes a day ot two later. . If ir was swamped I get it but other seasons were just fine!
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Posted 9/3/16
Just bumping the topic since I have been having the same issue. Top comments don't pop up. Just recent ones.
Kintor 
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Posted 9/3/16 , edited 9/4/16
Experiencing the same problem in the – Persona 5 the Animation - The Day Breakers - video. Top comments will only display the most recent comments.

This is a frustrating problem, since I take an interest in seeing which comments are the most popular on a video. I'll accept if currently affected videos can't be fixed but if nothing else it would be nice to prevent this problem from occurring in the future, particularly as the next season is about to start.
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Posted 9/14/16 , edited 9/14/16
Bump, this is still an issue. Nearly three months for a comment sorting issue seems like a long turn around time unless the unsaid resolution is "We'll deal with it during the next major site update".

Edit:

If you want an example/proof follow this link:
http://www.crunchyroll.com/alderamin-on-the-sky/episode-10-la-saia-alderamin-715619/comments
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Posted 9/17/16 , edited 10/28/16
Just wanted to bump as well that this is still an issue that isn't desirable since most people actually look forward to the top comments more than the episodes sometimes.
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Posted 10/6/16 , edited 11/2/16
Can't see all the comments. Comments aren't ordered properly. Still can't search comments.

It seems like Crunchyroll is in no rush to improve the site and fix things that are broken.
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Posted 10/8/16 , edited 11/2/16
I am still having this issue. Has there been made effort into fixing it?
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