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

• I am having the issue with PlayLater on the PS3, it has worked in the past. 
  I guess I have another question also, What is the difference between the 
  version I bought, the lifetime membership, and Premium?

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.

"Dave 1" chronic D-Bag parker

I posted the above picture a few days ago on Facebook with the hopes that my friends would have fun captioning it. Commenting fun ensued:

- Dave 1 bad parker

- Dave 1 big d-bag

- Well, the BMW logo already says d-bag. The vanity plate (emphasis on vanity) is the badge that gets him in the a-hole convention.

- What special a-hole's car should I key today???

- Hi. I'm Dave. Welcome to my parking garage.

- I'm Dave. I am not trying to compensate for any shortcomings.

- Dave thought his BMW was worth two spaces. Later that day Bill figured that his busted up ’84 Corolla was only worth about a half space. Poor Dave…

Then it got interesting:

OK so today I had attended a luncheon hosted by a client of mine. I'm leaving the parking and lot and WHO do you think I happened to see parked in the parking lot?????? I'll post the picture in a second. I COULDN'T believe it. And yes he was parked like a moron yet again...

I have a feeling we have not seen the last of this idiot. I will keep you posted.

Update Dec 16, 2010:

Guess who's back?

Star of the Show!

I took this picture when we were at Sea World San Antonio.

It's amazing what your can find a few steps from you front door.

Contagious!

Contagious came out yesterday and I ran out and got my copy for the signing Sigler is doing in Houston an the 15th of January.  I'm about a quarter of the way through it and so far I'm loving it!

A Really Bad Idea

I have been purposefully avoiding any political rants until now, but I would like to think of this one as a public service announcement. Obama recently released his economic plan that included the possibility of taking $10,000 penalty free out of your 401k. On the surface this sounds great. When you really stop and take a look at it, this is a really bad idea. Here are my reasons:

- The majority of the people that need help ie. the ones who were duped into getting a house they can't afford won't have 10K in a 401K much less a 401K to draw from.

- This will give the opportunity for a lot of people to be tempted into doing something really stupid with their financial future.

If people who really needed it were the only ones to take the money out it wouldn't be that big of a problem, but that assumes people are good with money and that is why we are in this situation to begin with. If people take money out of their 401K now, even without a penalty they are really taking out much, much more. We will end up with a bunch of people that will retire and have no social security or 401K to rely on. They will all be crying for the government to come and bail them out and once again it will be the responsible people that end up paying for the morons that didn't manage their money well.

A Little Perspective or "Shut up! You spoiled little brats!"

This was sent to me via email. It was credited to Jay Leno but after a little research I found that it was actually written by Craig R.Smith. Although it wasn't written by Leno I feel that the message is a really good one.

'The other day I was reading Newsweek magazine and came across some Poll data I found rather hard to believe. It must be true given the source, right?

The Newsweek poll alleges that 67 percent of Americans are unhappy with the direction the country is headed and 69 percent of the country is unhappy with the performance of the President.

In essence 2/3 of the citizenry just ain't happy and want a change. So being the knuckle dragger I am, I started thinking, 'What are we so unhappy about?''

A. Is it that we have electricity and running water 24 hours a day, 7 Days a week?

B. Is our unhappiness the result of having air conditioning in the summer and heating in the winter?

C. Could it be that 95.4 percent of these unhappy folks have a job?

D. Maybe it is the ability to walk into a grocery store at any time and see more food in moments than Darfur has seen in the last year?

E. Maybe it is the ability to drive our cars and trucks from the Pacific Ocean to the Atlantic Ocean without having to present identification papers as we move through each state?

F. Or possibly the hundreds of clean and safe motels we would find along the way that can provide temporary shelter?

G. I guess having thousands of restaurants with varying cuisine from around the world is just not good enough either.

H. Or could it be that when we wreck our car, emergency workers show up and provide services to help all and even send a helicopter to take you to the hospital.

I. Perhaps you are one of the 70 percent of Americans who own a home.

J. You may be upset with knowing that in the unfortunate case of a fire, a group of trained firefighters will appear in moments and use top notch equipment to extinguish the flames, thus saving you, your family, and your belongings.

K. Or if, while at home watching one of your many flat screen TVs, a burglar or prowler intrudes, an officer equipped with a gun and a bullet-proof vest will come to defend you and your family against attack or loss.

L. This all in the backdrop of a neighborhood free of bombs or militias raping and pillaging the residents. Neighborhoods where 90% of teenagers own cell phones and computers.

M. How about the complete religious, social and political freedoms we enjoy that are the envy of everyone in the world?

Maybe that is what has 67% of you folks unhappy.

Fact is, we are the largest group of ungrateful, spoiled brats the world has ever seen. No wonder the world loves the U.S., yet has a great disdain for its citizens. They see us for what we are. The most blessed people in the world who do nothing but complain about what we don't have, and what we hate about the country instead of thanking the good Lord we live here.

I know, I know. What about the president who took us into war and has no plan to get us out? The president who has a measly 31 percent approval rating? Is this the same president who guided the nation in the dark days after 9/11? The president that cut taxes to bring an economy out of recession? Could this be the same guy who has been called every name in the book for succeeding in keeping all the spoiled ungrateful brats safe from terrorist attacks? The commander in chief of an all-volunteer army that is out there defending you and me?

Did you hear how bad the President is on the news or talk show? Did this news affect you so much, make you so unhappy you couldn't take a look around for yourself and see all the good things and be glad? Think about it......are you upset at the President because he actually caused you personal pain OR is it because the 'Media' told you he was failing to kiss your sorry ungrateful behind every day. Make no mistake about it.

The troops in Iraq and Afghanistan have volunteered to serve, and in many cases may have died for your freedom. There is currently no draft in this country. They didn't have to go. They are able to refuse to go and end up with either a ''general'' discharge, an 'other than honorable'' discharge or, worst case scenario, a ''dishonorable'' discharge after a few days in the brig.

So why then the flat-out discontentment in the minds of 69 percent of Americans?

Say what you want but I blame it on the media. If it bleeds it leads and they specialize in bad news. Everybody will watch a car crash with blood and guts. How many will watch kids selling lemonade at the corner? The media knows this and media outlets are for-profit corporations. They offer what sells, and when criticized, try to defend their actions by 'justifying' them in one way or another. Just ask why they tried to allow a murderer like OJ. Simpson to write a book about how he didn't kill his wife, but if he did he would have done it this way......Insane!

Things IKE taught me…

This is from an email that has been going around Houston:

Coffee, frozen pizza and even rice can be grilled on a BBQ grill.

Hot pockets taste pretty good deep fried on the outdoor cooker!

My car gets 23.21675 miles per gallon, EXACTLY (you can ask the people in line who helped me push it).

He who has the biggest generator wins.

A new method of non-lethal torture- showers without hot water.

There are a lot more stars in the sky than most people thought.

TV is an addiction and the withdrawal symptoms are painful.

A 7lb bag of ice will chill 6-12 oz Budweiser's to a drinkable temperature in 11 minutes, and still keep a 14 lb. turkey frozen for 8 more hours.

There are a lot of dang trees around here.

Flood plain drawings on some mortgage documents were seriously wrong..

People will get into a line that has already formed without having any idea what the line is for.

Cell phones work when land lines are down, but only as long as the battery remains charged.

Hampers were not made to contain such a volume.

If my store sold only ice, chainsaws, gas and generators - I'd be rich.

Waterfront property can quickly become someone else's fishing hole.

Tree service companies are underappreciated.

I learned what happens when you make fun of another states' blackout.

MATH 101: 30 days in month, minus 6 days without power equals 30% higher electric bill ?????

Drywall is a compound word, take away the 'dry' part and it's worthless.

I can walk a lot farther than I thought.

It is a great time to teach the children the fine art of gambling (penny ante poker) card playing.

You can never have too many gas cans!

If you fill the bathtubs with water, the water will not go off.

Seven (7) dogs that do not normally live together still do not get along during a hurricane…they have no comprehension of sharing.

Neighbors are much more sociable when they are sharing a generator.

Two-year-old canned beets taste better than you’d think.

Just because it is dark and you are in the privacy of your bedroom doesn’t mean we can’t hear what you are doing in there because our windows are open too.

What looks acceptable by candlelight in your bathroom will scare you when you look at yourself in the mirror at the office.

Peanut butter and jelly is a perfectly acceptable meal for breakfast, lunch and dinner in the same day.

Don’t shun those who use Tylenol PM or Advil PM to get through 11-hour nights.

That neighbor who knows how to use a chainsaw is your new best friend.

Ice is a form of currency.

Coming home from work with a pizza and a charged-up laptop so the kids can watch a DVD makes you a hero.

Hair can dry without a blow dryer, but it may not look the way you planned.

The storm treasures your kids are finding really belong to your neighbors.

Baseball caps go with any post-hurricane ensemble.

You can’t train yourself not to flip on light switches when entering a room.

It’s easier to ignore a dirty floor when you can’t see it.

A new opening phrase when seeing someone: “Got lights yet?”

I'm very thankful!

Hurricane Ike has come and gone and we are still here. We made it through with minimal damage. Please everyone help the people around you, now is not the time to be an A-hole.

Gene Pool Gun (GPG)

We are in desperate need of a Gene Pool Gun (GPG). This is a gun that when used renders the target sterile and therefore no longer able to spread their ignorance and stupidity to anymore generations. Case in point:
My wife and a friend were at the YMCA getting dressed in the womens locker room after swimming and ended up in the room with a woman and her two 7-10 year old sons. My wifes friend pointed out that, you are not supposed to bring males over the age of Five into the ladies locker room and that would she please get them out. The lady was indignant and refused so my wife and her friend contacted management to prove to the lady that this was policy and when this was confirmed and she was also told that there was a family dressing room for this kind of situation, the lady responded that she new there was a family lock room but that she didn't want her boys to see her naked.... So what she was saying is that it was acceptable for her to bring them into the lady's lock room and see other women naked but not her. After some debate she still didn't understand what she had done wrong but finally management insisted that she leave with the boys. Even as I write this I can't believe she was A) that stupid or B) that inconsiderate. The sad thing is that she has at least two kids that she will raise and pass on these traits too them. Hence my reasoning for a GPG. I know it is a pipe dream but it would ultimately make the world a better place.