Thursday, April 26, 2012

My experience with PlayOn support

Update:  I looks like I just needed to get my complaint into the right hands.  They agree with me and are looking into making it right.  I will keep you posted as to the out come.



I have been a loyal customer to PlayOn and anyone who knows me knows how much I have recommended it to friends and family, but my latest experience with their support and demoing a new product of theirs has been very disappointing.

My initial support request:


PlayOn 3.4.35.2853 Support Request



Feb 20 21:05
Both my PS3 and Roku are telling me I need a premium account when I try to play hulu basic shows like madern family. I have a lifetime mebership of both playon and playlater. Both give me the premium error.
Potential PC Issues: 
1. Your antivirus software (Microsoft Security Essentials) is enabled. Try temporarily disabling it to see if it helps. 
2. You may be connected to a 2Wire router, which requires special configuration. Please see http://www.playon.tv/downloads/tools/ATT2wire600.pdf for more details.
Known Issues: 
1. The SyFy channel is currently unavailable. An update will be available soon. We apologize for the inconvenience. 
2. We are aware Amazon's VoD service is experiencing some issues at this time. Amazon is investigating it. 
3. There is a problem with Netflix Canada and TV Shows at this time. The issue should be fixed soon. We apologize for the inconvenience.

PlayOn response

Hi Travis,
I apologize for the trouble you are having with this. Are you trying to play Hulu videos directly from the Hulu channel within PlayOn, or are you trying to play videos recorded through PlayLater?
In regard to the Roku player, unfortunately, the developer of the Roku channel had to use the PlayOn mobile server. The Roku channel accesses the same server as iPhones, other iOS devices, and Android devices. The mobile server is a feature exclusive to PlayOn Premium, so Roku player support is also restricted to Premium by extension.
Please let us know if you have any questions.
Thank you for contacting PlayOn Support!
Regards,
My Response
February 21, 2012 07:37

PlayOn response

Dear Travis,
The PlayLater Recordings channel and support for Roku players are features exclusive to PlayOn Premium, unfortunately. PlayOn Basic only includes support for channels added before May 2010 and DLNA devices. PlayOn Premium supports mobile devices, Roku players (which use the mobile server), GoogleTVs, and all of the new channels added after May 2010.
If you would like to upgrade, we do offer upgrade discounts for PlayOn Basic licensees. You can purchase an annual subscription for $19.99 or a lifetime license for $54.99.
Kind regards,

My Response

I paid for the playlater app, what exactly did I pay for? I'm confused, 
because Playlater worked just fine when it was "free", then when I bought 
it and it stopped working because I don't have premium? I have been a big 
support of your programs and talked you guys up with my friends and family, 
but this is making me regret that. I don't see anywhere on the Playlater 
purchase page that it is required to have a premium account.

PlayOn response

Dear Travis,
PlayLater is a completely separate product. It allows you to record videos for viewing later on your PC. You do not even need to purchase a PlayOn license.
We added the PlayLater Recordings channel to PlayOn Premium for customers who have both PlayLater and PlayOn Premium. You need both in order to use PlayOn to stream PlayLater recordings.
Of course, you can still stream videos from Hulu and other sources through PlayOn Basic. You just cannot stream PlayLater recordings.
Our FAQ explains it best:
PlayOn Basic has no recurring subscription fees, but has a locked feature set and a static list of content providers (Hulu, Netflix, CBS, ESPN, MLB, CNN, Amazon VOD, YouTube, Pandora, My Media). We still offer free support to Basic users, but you won't get the latest and greatest features and content unless you upgrade to the PlayOn Premium package. If you upgrade to the subscription plan, and later cancel, you can still roll back to your original PlayOn Basic license.
Kind regards,

My Response

That still does not explain why I was able to use PlayLater to to stream 
recordings to my Roku and PS3 while I was doing the free demo. Which is 
why i purchased it and now that I have purchased it I can't use it on 
either the PS3 or the roku.

PlayOn response

Dear Travis,
Every PlayOn Basic licensee has a 14-day free trial of PlayOn Premium features. It is likely you never activated it until you tried PlayLater. Whenever we reset the trial period for PlayOn, every PlayOn Basic licensee also receives another 14 days.
Kind regards,

My Response

That is very misleading (I don't think you guys intentionaly misled me but 
I would make it very clear on the PlayLater purchase page that the 
streaming functionality to devices requires premium), I have scoured your 
site and that information is not readily available. Play later does me no 
good if I can't use it through the PS3 and my Roku that was the reason I 
tested it and bought it. Since it doesn't do that without me paying for 
premium, which I'm not willing to do, I would like a refund for PlayLater. 
I have been a customer since 2/06/09 and have been very happy until now.
Thank you, 
Travis

PlayOn response

Dear Travis,
We do not advertise streaming PlayLater recordings at all, on either website. PlayLater is only advertised as being able to record videos for viewing while offline and, eventually, on iOS devices with the PlayLater app (mentioned in the FAQ). The PlayLater Recordings channel is marked as requiring PlayOn Premium in PlayOn Settings. We cannot offer you a refund, unfortunately.
Kind regards,



My Response

I have been very patient Lets see if the Twitterverse thinks this is misleading.


PlayOn response


Dear Travis,
We are sorry you feel this misled, but PlayLater is not advertised as being a media server. It is only for recording videos for viewing later or while offline.
Kind regards,

My Response


That is fine, so far the feed back I have received has been very supportive on Facebook and twitter, it's not like I'm asking for something free, PlayLater performed differently when I demoed it that when I bought it. You guys keep arguing semantics, the simple fact is the demo was misleading whether or not you intended that is irrelevant. A demo by its very definition should be an example of the product you are purchasing. Your demo gave the impression of doing more than it actually does unless you buy something extra. Most stores would apologize for the misunderstanding refund the money and be done with it and make sure that the demo is very clear that it is updating software you currently have to make it work temporarily, so this doesn't happen again.



PlayOn response

Dear Travis,
PlayLater did not perform differently. You were using PlayOn to stream videos, not PlayLater. PlayOn is a completely separate product. You were demoing two products simultaneously.
Kind regards,

My Response

I did not download PlayOn Premium to demo it, I downloaded PlayLater to demo it and apparently Playlater temporarily upgraded my Playon because I wasn't even aware that it was upgraded until I bought PlayLater and it stopped functioning on my Roku. There is a PlayLater Chanel on Roku as well as a PlayOn one. I wasn't using the PlayOn channel I was using the PlayLater channel, you can't tell me that doesn't give the impression that I'm using PlayLater. Do you have a manager I can speak with I'm tired of arguing semantics with you. This is some of the worst Customer service I have ever received.



PlayOn response


I am the manager. Like we explained before, we never advertise PlayOn on the PlayLater website and we do not advertise PlayLater as being a media server. We are not arguing semantics. You are talking about two completely separate products. PlayLater does not alter PlayOn in any way, but you did have a PlayOn Premium trial active.

The channel was labeled as "PlayLater Recordings (Premium Preview)" when viewed on your device. When we reset trials, PlayOn basic users also get a new 14 day trial and all Premium channels get that "(Premium Preview)" label and open up.
We can not offer you a refund.
Kind regards,

PlayOn response

PlayOn from MediaMall Technologies Travis, We actually agree with your position here. There was a bit of a perfect storm of things happening that caused this, but the net is, we agree. You had a misleading free trial experience and we'd like to make it right. Please email marketing@playon.tv and we'll get you set up.

3 comments:

Doug Warren said...

Perhaps they should change the name of their product to PlayedYou

tsolo888 said...

The good news is someone in their marketing department stepped up and made it right. My faith in them has been restored.

Unknown said...

Had the same experience: Would LOVE to have the "customer service person" HERE when explaining it. Have a hammer for ever time they "talk technospeak".

I'd like to change the order of things: I wonder if the "techs" at PlayedYOU could do an appendectomy over the internet? Wonder why not?