# Forum based support is ineffective **URL:** \ **Category:** Forum Feedback\ **Created:** [July 14, 2023, 7:28am UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256 "2023-07-14T07:28:13Z")\ **Posts on this page:** 8\ **Page:** 1
**Author:** ![brooksaar](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/brooksaar/32/222136_2.png) [@brooksaar](https://forums.plex.tv/u/brooksaar)\ **Post date:** [July 14, 2023, 7:28am UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256/1 "2023-07-14T07:28:14Z")
Forum based support is ineffective and frustrating for users that do the right thing. Consider the following forum post: ["Trending Trailers: Discover" reappears every day after being unpinned - #7 by brooksaar](https://forums.plex.tv/t/trending-trailers-discover-reappears-every-day-after-being-unpinned/839244/7) I provided the relevant details (exactly client and server version, client hardware), and a reasonable bug description - one that I would be OK with receiving in my own day job. As a user, there’s not really much more I can provide. Other users have confirmed that they too suffer from the issue. No response from Plex. Nobody reaching out to get more details. No “this is a challenging issue but we are tracking it”. I’m a software developer too, I am able and very willing to help get to the bottom of these kinds of issues. I’d happily take a few hours out of my day to provide any further information or testing that would help resolve the issue. Instead, I am left with a sour taste in my mouth, and an experience that is sub-par when compared to Plex’s free and open source competitors. If I just ignored my customers, I’d have no customers. Lucky you, hey? ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [July 14, 2023, 8:44pm UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256/2 "2023-07-14T20:44:46Z")
There are other topics already about that issue which is known and being looked into. > [@Apple TV app sidebar resets. All. The. Time](https://forums.plex.tv/t/apple-tv-app-sidebar-resets-all-the-time/835276/4): > > Hi monsieurblack, thanks for writing this post. I had the same problem - I run a plex server on a mac, and have an apple tv. Whenever the server updates, the “live tv/tidal” and other menus returns on the left sidebar and I have to unpin them each time. My account remains logged in after the updates, and as far as I can see nothing else changes, apart from the added menus on the sidebar. I have tried turning off the settings that BigWheel reccomended, and will let you know if something chang… ---
**Author:** ![brooksaar](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/brooksaar/32/222136_2.png) [@brooksaar](https://forums.plex.tv/u/brooksaar)\ **Post date:** [July 15, 2023, 1:35am UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256/3 "2023-07-15T01:35:52Z")
I’m glad to hear the issue is indeed being tracked, but this kind of proves the point doesn’t it? ---
**Author:** ![dfhjio](https://avatars.discourse-cdn.com/v4/letter/d/3ec8ea/32.png) [@dfhjio](https://forums.plex.tv/u/dfhjio)\ **Post date:** [August 14, 2023, 2:52pm UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256/4 "2023-08-14T14:52:59Z")
Agreed, like this issue which has never gotten a single comment from anyone at plex despite thousands of votes over many many years: [Playback Speed](https://forums.plex.tv/t/playback-speed/69044) Can you comment on this @BigWheel? ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [August 14, 2023, 3:50pm UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256/5 "2023-08-14T15:50:43Z")
We generally only comment on suggestions if we are asking for clarity on what is is being suggested. ---
**Author:** ![dfhjio](https://avatars.discourse-cdn.com/v4/letter/d/3ec8ea/32.png) [@dfhjio](https://forums.plex.tv/u/dfhjio)\ **Post date:** [August 16, 2023, 10:59am UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256/6 "2023-08-16T10:59:19Z")
That is a terrible policy when your customers have been asking for a feature for a decade and you’ve never even acknowledged it. ---
**Author:** ![dfhjio](https://avatars.discourse-cdn.com/v4/letter/d/3ec8ea/32.png) [@dfhjio](https://forums.plex.tv/u/dfhjio)\ **Post date:** [August 18, 2023, 11:51am UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256/7 "2023-08-18T11:51:02Z")
@BigWheel Seriously, this is a terribly anti-customer/user policy to have, why do you stick to this? Why do you not want to communicate with your community? ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [August 18, 2023, 3:52pm UTC](https://forums.plex.tv/t/forum-based-support-is-ineffective/847256/8 "2023-08-18T15:52:44Z")
Because it turns into this. Some belief that we are picking sides or not doing something out of spite, accusations that we are stupid, don’t care, or are mean. You want what you want. Other people want other things. That is fine. Everyone thinks what they want should be first and of course that it is so easy if we would just do it. But there are lots of things and not all the time world and 90% of the time is it not easy at all due the the ecosystem of operating systems and devices that we have to make all compatible if we even can due to rules in various apps stores or whatever. Whether I personally think a feature suggestion is brilliant or dumb as hell, I still advocate for them. I’m not getting into a public debate with you or anyone about the value of the thing that you want.