Is Crunchyroll customer service lying to customers?

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Posted 4/18/19 , edited 4/18/19
Video freezes while audio continues. Been going on for over a year. Waited for Crunchyroll to fix, as clearly other customers have reported same problem. Has gotten to the point that shows are unwatchable, with the video freezing ever minute or so. It is not a problem with my laptop or browser, as I am watching on a Sony television through Roku.

I finally contacted CR support in December 2018 about the prob. I was assured that CR was hard at work on a fix. I re-contacted CR this month (April 2019), and inquired again. Was told that DevOps was working on it.

But here is the thing, I asked the CR representative for more details about HOW the problem was being resolved. The response I received said that he could not give me any estimate on WHEN the problem would be resolved. So I asked again. The response was: I don’t know. So I just sent another email: Why don’t you ASK?

But at this point, I am guessing the answer will be more of the same.

I am starting to suspect that CR probably is NOT working on any fix. They are perfectly happy to take payment despite inability to provide the service being paid for. There is no REAL customer service, and clearly no tech support.

Then I looked through the forum and found a post describing same problem with video freezing / audio continuing dating to JAN 2016! Over three years ago.

That begs the question, is CR outright lying to customers about fixing problems with the streaming service?

What is really going on there?

I am attaching the latter part of my conversation with CR customer service, as well as the 2016 forum post.
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Posted 4/18/19 , edited 4/19/19
16026 cr points
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Posted 4/18/19 , edited 4/18/19


Thank you for your continued patronage. We are delighted to inform you that we now have an ETA as for when issues with video playback will be fixed. The ETA for bug fixes is November of 2035. We understand your frustration with the fix taking a few days. As a gesture of our appreciation, we are giving exclusive discounts to the next Crunchyroll convention.

its a joke, of course...or is it.

edit:
https://blog.bitsrc.io/5-open-source-html5-video-players-for-2018-38fa85932afb

Crunchyroll: actually professionally developed html 5 video player? no thank you, i'd rather pay an intern or whatever to make a html player from scratch. what could possibly go wrong?
4088 cr points
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Posted 4/18/19 , edited 4/19/19
When the app on Apple TV stopped working I contacted support and they said the same thing, they were working on it and they didn't know when it was gonna be fixed. After a week or two they sent an e-mail saying the issue had been resolved, even though they did Nothing and the App still didn't work.

Crunchyroll's tech support is a joke, as is this season's animes, by the way. I for one will not renew my subscription when it ends.
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Posted 4/18/19 , edited 4/18/19
The problem is the Tech department is no longer in-house. It's contracted out to Moldova in Europe. So it's not like in the old days where they could call the room next door to fine out what the deal was. Plus, the corporate overlords have mandated most programming work go toward VRV and its various platforms. So whatever work that gets done for Crunchyroll is just enough to keep the roof from caving in most days.
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