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Post Reply [Updated 4/6] Our Statement Regarding Recent Video Quality Issues
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M / Southern California
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Posted 3/14/17 , edited 3/14/17
I am willing to give CR the benefit of the doubt. However, they better come out with an answer soon. The very idea to curtail video quality without warning is unwarranted. I have been a premium member for a long time, if they do not offer a coherent explanation, I guess I will cancel my membership with them and go to another service. It would be a shame because I do really like CR, but doing what they did without a warning really concerns me.
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32 / Crystal River, FL
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Posted 3/14/17 , edited 3/14/17
did I miss something? everything ive watched seems to look fine?
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Posted 3/14/17 , edited 3/14/17

Going forward, you will see that we have updated the video experience for simulcasts and new episodes within the new infrastructure. As the transition to this new infrastructure is complete, we will re-encode all of our catalog with this higher quality.


Huge if true.
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Posted 3/14/17 , edited 3/14/17
Look, I like the site, but with this quality downgrade combined with the embarrassing web player I can't justify paying for the service anymore.

The problem is not about whether or not I'll be subscribed anymore though, the problem lies with you loosing the trust of your consumers, and this PR strategy will not work out for you.

My suggestion is that you take a few days, get your company together and discuss what went wrong and how you're going to get the trust back, whether it's by giving us the information about why this had to happen or simply fixing the issue.

If you can't do that, you're truly on a downwards path.

Good luck.
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25 / M / Florida
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Posted 3/14/17 , edited 3/14/17
This really addresses nothing. Standing by for that blog post and hopefully see an improvement in quality that doesn't degrade after 48 hours. The fact that it took a backlash of losing subs before you made a statement on this system you "say" will improve quality is ridiculous. If you were truly willing to brag about future improvements to video quality overall across the board, then you would have wanted to inform us customers that there would be slight growing pains for a week or so before everything drastically improves. It is like you were hoping none of us noticed and you just got caught with your hands in the cookie jar. I'll believe your words when you can back them up.
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31 / M / Dallas, TX
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Posted 3/14/17 , edited 3/14/17

galdris wrote:

This is a nothing statement. You still didn't inform your customers of this transition did you hope that we wouldn't notice?


Yes, the hope would have been to upgrade the backend infrastructure without impacting the user experience negatively in any significant way.
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24 / M
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Posted 3/14/17 , edited 3/14/17
I will personally give them the benefit of the doubt, but they better really do what they say and offer better quality in the future.
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23 / M / Eugene, OR
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Posted 3/14/17 , edited 3/14/17
If the only issue were a transition to a new encoder, why not make an official announcement and let people know that there would be notable quality dips during the transition? And on top of that, why would you need to downgrade your entire HD backlog and keep it that way for a year? I'm sorry, but this statement doesn't address any of the things people are actually upset about, or at the very least none of the things I'm actually upset about. All it does is give an explanation for why some of the initial broadcasts from this weekend had their quality kneecapped right off the bat, rather than later.

This definitely isn't good enough for me to resub. As soon as my subscription runs out in April, I'm done with Crunchyoll unless they make the high quality of their Premium initial releases be a permanent standard, not a week long bonus.
Humms 
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25 / M / CAN, ON
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Posted 3/14/17 , edited 3/14/17
Maybe they didn't think people would notice

Typical snake in the grass, but they admitted something that should have been directly notified to users.

To re-encode everything due to quality. They could have easily came out to users about this instead of flat out having to recieve countless issues on the matter.



A little weak to be honest.
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Posted 3/14/17 , edited 3/14/17
maybe because I've been so busy with school and work that I haven't had time to notice, but could some give a clear example of when shows have dropped in quality during streaming. I would also like to add that shinji gives a very understandable explanation as to why this problem may occur. There is a lot that goes on during an infrastructure update that can cause problems, such as interfacing between new old pieces of hardware. Though since I don't know what their hardware setup is, I can't say for certain what might be causing such problems, but Shinji does give a very legitimate reason.
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Posted 3/14/17 , edited 3/14/17
Also did anyone else notice that this statement didn't even include an apology? Who does your PR, Crunchy?
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Posted 3/14/17 , edited 3/14/17
Sub ending on the 23rd. I'll decide if I will resub after reading the blog post.
KuroGT 
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Posted 3/14/17 , edited 3/14/17
The main issue of all this debacle is still here. What is going to happen to videos that are 24-48 hours old? They will keep dropping in quality? Also, It seems this architecture has been running for at least one year because all videos are up with this subpar bitrate and that architecture was implemented to all videos released last week and they were **** before rolling back just for 24-48 hours and having that subpar bitrate again. If the promised blogpost didn't say a word about that I will really consider to cancel my subscription.
reinux 
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M / Vancouver
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Posted 3/14/17 , edited 3/14/17

KuroGT wrote:What is going to happen to videos that are 24-48 hours old? They will keep dropping in quality?



shinji wrote:Going forward, you will see that we have updated the video experience for simulcasts and new episodes within the new infrastructure. As the transition to this new infrastructure is complete, we will re-encode all of our catalog with this higher quality.


Pretty sure when they say "catalog," they mean everything they have.
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43 / M
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Posted 3/14/17 , edited 3/16/17
Dear CR bait and switch is clearly illegal! Your site can not sate it offers HD and not provide it. I could see a major class action law suite if things stay shady and lots of refunds for subscribers and lots of down side publicity! Honesty helps and stated policy for what's offered if important! So.....
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