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Post Reply [Updated 4/6] Our Statement Regarding Recent Video Quality Issues
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Posted 3/14/17 , edited 3/16/17

ShadowGearX wrote:

did I miss something? everything ive watched seems to look fine?


*shrugs* I haven't noticed anything myself so I can't say...
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Posted 3/14/17

catseyestiger wrote:

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.....


I'd be shocked if their Terms of Use didn't cover this.
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Posted 3/14/17 , edited 3/14/17
So what's the point to be a paying premium member if your video quality keeps dropping?
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Posted 3/14/17 , edited 3/14/17
This has not in any way convinced me to resub. There is NOTHING here about the drop in quality after 1-2 days. There is no logical reason for that to be necessary for any sort of transition either. It sounds like you're mixing the issue of the botched Rewrite episode 22 with the reveal of the degrading video quality that came after.

BTW, whichever staff member is responsible for putting that episode up, you're a hero. It's the only reason people started taking a closer look at this.
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Posted 3/14/17 , edited 3/14/17

celebistar wrote:


ShadowGearX wrote:

did I miss something? everything ive watched seems to look fine?


*shrugs* I haven't noticed anything myself so I can't say...


The main outrage is when it was discovered they were purposefully dropping the video quality on simulcasts after 24-48 hours after they went up. You can read about the whole debocle right here. They even went though the backlog and implemented this.

https://medium.com/@Daiz/crunchyrolls-reduced-video-quality-is-deliberate-cost-cutting-at-the-expense-of-paying-customers-c86c6899033b#.ckks506on
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Posted 3/14/17 , edited 3/14/17
This is a non-reply at best, but at least it's something.


I'm still in an uncomfortable position here though. PR replies, firings, quality drops, boilerplate support emails- CR is starting to feel a little, well... AT&T-y. I love being able to say "I dont pirate, I'm doing my part", but I'm less huge on saying "I'm paying for a far inferior product for moral reasons".
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Posted 3/14/17
If you guys improve things, it's worth sticking around. But if you screw around then there are other fish in the sea.
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Posted 3/14/17
The terms of service does cover that.
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Posted 3/14/17 , edited 3/14/17
Really disappointed by your response considering how long it took. No mention of the re-encoding of your back catalogue a few days after episodes air which is infuriating, just more of the promising you've said in the past and never delivered on.
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Posted 3/14/17 , edited 3/15/17

bfire227 wrote:

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.


Here is one of the examples being passed around:

http://diff.pics/bUmsBAsbDNVc/2

Gradients have noticeably more banding issues in the newer images, and textures take a hit as well.

People are calling BS on Shinji because while his explanation is understandable for why some new videos might have had reduced quality, it does not explain the reports of video quality being reduced a few days after initial release, and for the back catalog. That is to say, people are reporting the same Crunchyroll video player handing out lower bitrate video for the same episode after a few days, and they're reporting seeing this consistently and across the board, and have been for some time. They're also reporting seeing the same thing happen to the back catalog, and have been seeing that happen for a year now. That's not "oops we've recently had some technically issues while upgrading".
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Posted 3/14/17 , edited 3/14/17
I didn't expect much more than a typical PR response so I guess I can't be mad at this "announcement". But the fact it doesn't answer the whole 48 hour thing is concerning.

If they had told us these changes would cause video quality to suffer for a bit and updated us on what was going on as it was getting done this never would have happened.
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Posted 3/14/17 , edited 3/18/17
This doesn't address any of my concerns.

-It doesn't explain why old titles were switched with files using lower bitrate
- it doesn't explain why users were not told about this before it was done
- it doesn't explain why, when the issue first appeared, you tried to brush it under the rug by just fixing the episode that people had found out was using a lower bitrate
- it doesn't explain why you had PR tell people the issue was fixed 2 days ago when it wasn't, and why you had PR claim that the files being from a pirated source meant that there was actually no issue, and it was just an issue with the pirated source itself, despite this being - completely untrue
- it doesn't explain why this took you about 3 days to respond to

The only people satisfied with this are the idiots who were previously handwringing all over the place with their "ohhh you should let them make a statement first, it's probably just a non-issue or a bug or something" despite being presented evidence to the contrary. For sure, we see the same idiots in this thread proclaiming that the issue is now addressed, smugly satisfied at how their "moderate" reactions were "the right ones to make", despite the issue not being addressed at all (see above list). Of course, you could have literally just served them utter shit (which is pretty much what you have done), and they'd still be here, smugly proclaiming superiority for not "overreacting", which is what makes them idiots in the first place. Thankfully a number of people seem to be clever enough to see that this statement actually doesn't address anything.
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Posted 3/14/17 , edited 3/15/17
Dear Crunchyroll,

Why am I finding out about this via social media as opposed to an official email/notification from you? If you're going to change the quality of the videos you are providing I absolutely want to know as I'm paying for the service. At this point you should be providing video specifications via your old infrastructure and this "new and improved" infrastructure you'll be rolling out.

My account has recently auto renewed, so I will wait the month for an update. If nothing changes and it turns out that I'm paying for LOWER QUALITY anime than I will absolutely be taking my money elsewhere.
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Posted 3/14/17 , edited 3/14/17
I just read the terms of service and it states CR will notify users of changes to service! Did they make it clear the video quality was limited in time and if not did that violate the agreement? They clearly market CR as a paid 1080 P experience. So bait and switch can not be hidden in legal ease last I checked. Users should have been given notice of the changes as stated in the Terms of Service contract listed on the site.
Just saying legally...
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shinji 
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Posted 3/14/17 , edited 3/30/17
This post has been updated to address additional concerns - thank you for your feedback!
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