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Post Reply [Updated 4/6] Our Statement Regarding Recent Video Quality Issues
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shinji 
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Posted 3/14/17 , edited 4/10/17
[Updated 4/6] Stabilizing & Improving Crunchyroll Service, from our tech blog: http://bit.ly/stabilizing-cr

[Updated 3/16 9:30am PST] A blog post about our video quality from engineering: http://bit.ly/videoqlty

Crunchyroll is always working towards serving the highest possible video quality to our users. To keep up with our growing audience and the many ways people are consuming anime, we've been working on a new infrastructure to better support the viewing experience.

Last weekend, new episodes were released through the new infrastructure to test the system's ability to serve video to large portions of the Crunchyroll audience. The encodes that some users experienced were not up to the standards of our previous system, nor up to the standards we demand from ourselves. While we had previously identified issues with the encodes, solutions for a broad rollout require us to first move completely to the new infrastructure. Going forward, you will see that we have updated the video experience for simulcasts and new episodes within the new infrastructure. This means you will experience an improved encode for future releases on the new infrastructure, which will no longer use the lower quality encodes after any amount of time. For anyone who wants further technical detail on our encodes, our engineers will be releasing a blog post shortly. As the transition to this new infrastructure is complete, we will re-encode all of our catalog with this higher quality.

Please know that it will never be Crunchyroll's intention to lessen the viewing experience. In cases like this we're grateful users reached out to us and provided feedback about the issue. We appreciate the patience with our efforts and will continue working to bring an improved viewing experience across Crunchyroll.
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38 / M / SW Ontario, Canada
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Posted 3/14/17 , edited 5/11/17
Thank you for finally offering some form of response. I hope, however, that you don't expect those who have already cancelled their subscriptions to trust you again at this point. The proof is going to be in the pudding, so to speak.

And, perhaps more importantly moving forward, why did you not tell us about the changes beforehand?

Even if the transition did go smoothly and without any issues, your paying customers deserve to know when changes are being made to the site and service they support. We should never have to find it out only because something went wrong and you got caught.
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Posted 3/14/17 , edited 3/15/17
cool thanks
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28 / M / Guayaquil, Ecuador
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Posted 3/14/17 , edited 3/18/17
1. Bring Attack on Titan to Latin America!!!!!!
2. Let the bitrate drama continue!
Posted 3/14/17 , edited 3/16/17
this addresses nothing
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25 / Christchurch, New...
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Posted 3/14/17 , edited 3/20/17
IF and only IF the quality improves substantially will I resub once my membership lapses. This was unnecessarily shady, and communication with your customers is the only way to keep a reputation.
Fyurie 
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Posted 3/14/17 , edited 3/20/17
So why has the back-catalog been encoded like this for over a year?

This addresses almost nothing.
Redded 
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Posted 3/14/17 , edited 3/14/17
Thank you for shedding some light on the issue.
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25 / F / Palm Bay, Florida...
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Posted 3/14/17 , edited 3/15/17
I remember Netflix had the same problem a few years ago.
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M / Australia
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Posted 3/14/17 , edited 3/23/17
I knew that there had to be another side to the story that all those cynical meme pages posting about it weren't telling me. So I'm glad to hear that this wasn't intentional. Don't worry, I trust you guys way more than I trust them.

To be fair, a lot of them probably found out about the video quality issues from downloading the [site that shall not be named] rip. I doubt you'll lose many subscribers.
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25 / M / Canada
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Posted 3/14/17 , edited 3/20/17
Thank you for the response, but like @StriderShinyu said, you guys shouldn't wait for articles to pop up and angry and concerned feeback to come in before letting us know what's going on. Transparency is so important to me as a consumer to even trust you guys, so let us know what is going on before you do it next time.
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26 / M / Venezuela
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Posted 3/14/17 , edited 3/15/17

deadFreak781 wrote:

1. Bring Attack on Titan to Latin America!!!!!!
2. Let the bitrate drama continue!


The people did not wait several days and canceled their membership, who told them to draw conclusions quickly.
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Posted 3/14/17 , edited 3/16/17
This is a nothing statement. You still didn't inform your customers of this transition did you hope that we wouldn't notice?
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26 / M / San Diego, CA
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Posted 3/14/17 , edited 5/3/17
Nah I'm good, when pirated versions are better then the legal alternative you know you fucked up. Not resubing because of this and all the layoffs at cr. Back to another site and blu rays I go.
bVork 
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Posted 3/14/17 , edited 3/21/17
This doesn't say anything about the degraded quality after 24-48 hours. I have two questions:

1. Is Crunchyroll going to continue what it has been doing for the past year, replacing the higher-quality encodes available for the first 24 or 48 hours of an episode's premier with lower-quality encodes after that time has passed? This is NOT a new issue.

2. What specific bitrates are you promising to provide? Are you going to ever give us tools to analyze it ourselves, like Netflix does, or will we continue having to rely on pirated rips or youtube-dl in order to find out what level of service you are providing? A major part of the problem here is the complete opacity and lack of communication over what Crunchyroll provides. Are you taking any steps to solve that?
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