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Post Reply Lack of communication from CR
32514 cr points
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Posted 1/13/17
I'll just simply put and I'll assume this, If I'm wrong then I'm wrong.

100k reports are being filed. 50 staff members are doing their best to handle them
10k complaints about it.

You get it? Like, I'm saying. They're finding the solution and best time available to help you guys/girls. Especially since this is online, service are always slow through online. If it was like an up-front face-to-face situation, it may be fast but usually online supports takes about from 3days to a week at least. Some takes longer depending on the service time available for that person.
Posted 1/13/17 , edited 2/23/17


Guess which one I clicked.
hazkal 
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Posted 1/13/17

shinryou wrote:


HannoX wrote:

What about the case that multiple people can't renew or buy a Premium membership?



That's also reported and being looked into. Easiest solution is still using PayPal or iTunes instead.


All I keep getting from support for the same issue is that i can go to the premium link to resubscribe. I've not been told once that my issue has been escalated or even a response that suggests they're looking into it any further. The responses I get suggest that no one even knows that this is an issue.
Posted 1/13/17

Proxgirl wrote:

I'll just simply put and I'll assume this, If I'm wrong then I'm wrong.

100k reports are being filed. 50 staff members are doing their best to handle them
10k complaints about it.

You get it? Like, I'm saying. They're finding the solution and best time available to help you guys/girls. Especially since this is online, service are always slow through online. If it was like an up-front face-to-face situation, it may be fast but usually online supports takes about from 3days to a week at least. Some takes longer depending on the service time available for that person.


I can understand a web based service will have to deal with more than a face to face operation, but I don't sympathize with a company for being inefficient.
Der Zoodirektor
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Posted 1/13/17

Sir_jamesalot wrote:

I can understand a web based service will have to deal with more than a face to face operation, but I don't sympathize with a company for being inefficient.


Re-opened your ticket and moved it to the right person. It was auto-closed by the system.
Posted 1/13/17

shinryou wrote:


Sir_jamesalot wrote:

I can understand a web based service will have to deal with more than a face to face operation, but I don't sympathize with a company for being inefficient.


Re-opened your ticket and moved it to the right person. It was auto-closed by the system.


Thank you.
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Posted 1/13/17
the last time I heard from CR support was on 1/3. I opened another support ticket and have not had a reply to that either. I have no idea what to do, I even tweeted at them with no response. Someone took my account and has my personal information. My last reply was from Nick N.
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Posted 1/14/17



shellsubs wrote:

the last time I heard from CR support was on 1/3. I opened another support ticket and have not had a reply to that either. I have no idea what to do, I even tweeted at them with no response. Someone took my account and has my personal information. My last reply was from Nick N.


Opening additional tickets would just delay your resolution.

I've quoted shinryou, so you might get a response more quickly.
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Posted 1/14/17
Resolved now, Thanks so much for the help! this is the other account lol.
Posted 1/14/17
I got a response yesterday (finally) from Nyanko asking if the problem of not being able to renew my Premium membership is still happening. Yes, it doesn't matter what credit card I use it doesn't work. The suggestion that if it doesn't work I should check out the FAQ on the support page to try and find a solution doesn't cut it. I've tried that. Besides, if the cards are rejected what am I supposed to do about it when the cards are good and I'm nowhere near my credit limits?
Der Zoodirektor
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Posted 1/14/17

eyeofpain wrote:

Opening additional tickets would just delay your resolution.

I've quoted shinryou, so you might get a response more quickly.


Already took care of it~
MrD_88 
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Posted 1/14/17 , edited 2/23/17
I thought this was going to be a general complaint about a lack of transparency from Crunchyroll when they're having issues, but since it isn't, I'm going to raise such a complaint.

You guys suck at transparency. I can't currently play videos, data frequently fails to load, and your website keeps throwing errors. Is this acknowledged anywhere? No, and your Twitter account just keeps spamming about new shows, rather than acknowledge that anything is wrong (just as it did last weekend). I pay money for this service, and this is frankly unacceptable, both in terms of uptime and communication.

Good job I copied this text since the site errored the first time I posted it... heads in the sand.
MrD_88 
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Posted 1/17/17
Woo! I got to watch three whole episodes tonight before the service descended into uselessness. Lucky me!

Still no acknowledgement from Crunchyroll (at least as far as I can see) stating that their service is having any issues.
Posted 1/17/17 , edited 2/24/17
I'm curious about what the record is for the longest time it took to respond, I'm going on seven weeks.
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Posted 1/26/17

MrD_88 wrote:

I thought this was going to be a general complaint about a lack of transparency from Crunchyroll when they're having issues, but since it isn't, I'm going to raise such a complaint.

You guys suck at transparency. I can't currently play videos, data frequently fails to load, and your website keeps throwing errors. Is this acknowledged anywhere? No, and your Twitter account just keeps spamming about new shows, rather than acknowledge that anything is wrong (just as it did last weekend). I pay money for this service, and this is frankly unacceptable, both in terms of uptime and communication.

Good job I copied this text since the site errored the first time I posted it... heads in the sand.


You are not alone / nelieve me

They have new enigineers ??
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