I regularly see people posting problems in the forums and they never, ever, see a response from someone at Plex. Sometimes other forum members are nice enough to help, but that is it. Sometimes someone from Plex will step in but that seems akin to winning the lottery.
As I pay for Plex Pass, I have access to this forum. Is there actual support in here?
I posted a problem in the AppleTV forum a couple days ago and haven’t seen any responses. I pay for plex pass, and have plex for the sole purpose of using it on my AppleTV and now I can’t even use it because it doesn’t work.
So that leads me to the question, how do we actually get support from Plex? I pay a regular fee for this product and should be able to get support for it.
@agathorn said: …
So that leads me to the question, how do we actually get support from Plex? I pay a regular fee for this product and should be able to get support for it.
The developers/Plex employees/other people that supply support are often counted among the missing and some forums/people are worse than others. There is very little that you can do to get more response or support as it appears you asked a very good question and gave plenty of info to get a response if any of the Plex people were actually interested in responding and/or helping.
To get support you do EXACTLY what you did and then ofen wait/Wait/WAIT for someone from Plex to decide you or your question is important enough or interesting enough or easy enough to respond to.
You can bump your own post if it begins to scroll down the page enough so it might be missed but the Apple TV forum(s) do not seem active enough to require that.
As far as your paying for Plex and expecting support because of that goes that is NOT what paying for a Plex pass gets you. It gets you some extra features and the right to post in some additional forums where you can be ignored by a better class of people than the regular rabble that will ignore you in the regular forums. It is wonderful to be ignored by the best of the best.
@agathorn said:
So that leads me to the question, how do we actually get support from Plex? I pay a regular fee for this product and should be able to get support for it.
None of the features listed for Plex Pass indicate any sort of customer support. If you believe it should be otherwise, vote with your wallet and don’t pay for Plex Pass.
I understand your frustration but do not allow it to confuse you into thinking you are entitled to customer support for purchasing Plex Pass.
There was a recent poll about whether we’d be willing to pay an additional fee for support. That seems to indicate that the Plex team realizes something is severely lacking, as well as the implication that receiving support as it stands now is a mere privilege, not a right.
@FlixNow said:
It does seem strange to offer a product/service and not offer support whatsoever.
Plex does offer support and is quite clear about how: The support is right here, on the forums. It is far from the best model for support and Plex’s implementation is spotty at best BUT it is offered and is clearly spelled out in the documentation.
Personally, I mostly like the way Plex is supported but I do not really need much detailed help and my Plex setup is pretty simple. Also I generally like the interaction with other users even more than I like interaction with the developer, employees or shills of any company.
@agathorn said:
I regularly see people posting problems in the forums and they never, ever, see a response from someone at Plex. Sometimes other forum members are nice enough to help, but that is it. Sometimes someone from Plex will step in but that seems akin to winning the lottery.
As I pay for Plex Pass, I have access to this forum. Is there actual support in here?
I posted a problem in the AppleTV forum a couple days ago and haven’t seen any responses. I pay for plex pass, and have plex for the sole purpose of using it on my AppleTV and now I can’t even use it because it doesn’t work.
So that leads me to the question, how do we actually get support from Plex? I pay a regular fee for this product and should be able to get support for it.
Please do bump any topics you raise that get missed. I have just checked your 4 topics and responded to two of them. The other 2 you have already resolved
@FlixNow said:
It does seem strange to offer a product/service and not offer support whatsoever.
Plex does offer support and is quite clear about how: The support is right here, on the forums. It is far from the best model for support and Plex’s implementation is spotty at best BUT it is offered and is clearly spelled out in the documentation.
Personally, I mostly like the way Plex is supported but I do not really need much detailed help and my Plex setup is pretty simple. Also I generally like the interaction with other users even more than I like interaction with the developer, employees or shills of any company.
Fair enough. I guess I would rephrase FlixNow’s statement to "It does seem strange to charge for a product or service and not provide support.
Forum style support works sometimes, but it feels like the signal to noise ratio here is so high.
@agathorn said:
I regularly see people posting problems in the forums and they never, ever, see a response from someone at Plex. Sometimes other forum members are nice enough to help, but that is it. Sometimes someone from Plex will step in but that seems akin to winning the lottery.
As I pay for Plex Pass, I have access to this forum. Is there actual support in here?
I posted a problem in the AppleTV forum a couple days ago and haven’t seen any responses. I pay for plex pass, and have plex for the sole purpose of using it on my AppleTV and now I can’t even use it because it doesn’t work.
So that leads me to the question, how do we actually get support from Plex? I pay a regular fee for this product and should be able to get support for it.
Please do bump any topics you raise that get missed. I have just checked your 4 topics and responded to two of them. The other 2 you have already resolved
Thank you sa2000. A lot of places “bumping” is frowned on, so I will keep that in mind for here. Thank you also for looking at my issue and getting me back up and running.
@agathorn said:
I regularly see people posting problems in the forums and they never, ever, see a response from someone at Plex. Sometimes other forum members are nice enough to help, but that is it. Sometimes someone from Plex will step in but that seems akin to winning the lottery.
As I pay for Plex Pass, I have access to this forum. Is there actual support in here?
I posted a problem in the AppleTV forum a couple days ago and haven’t seen any responses. I pay for plex pass, and have plex for the sole purpose of using it on my AppleTV and now I can’t even use it because it doesn’t work.
So that leads me to the question, how do we actually get support from Plex? I pay a regular fee for this product and should be able to get support for it.
Please do bump any topics you raise that get missed. I have just checked your 4 topics and responded to two of them. The other 2 you have already resolved
Thank you sa2000. A lot of places “bumping” is frowned on, so I will keep that in mind for here. Thank you also for looking at my issue and getting me back up and running.
bumping a number of times in one day would be frowned upon here too - but if a topic got obviously missed and nothing after few days then a bump would be appropriate and if still no go you can bump again a few days later.
I would say if your server was down then you could bump daily if the post gets missed
For example, auto adjust is currently not working on my server or any clients, but have noone to go to for support.
This could be a bug affecting more than just myself, but with no replies to the topic on this forum, I have no idea if Plex are looking into it or not.
I understand that Plex don’t officially provide any support, but to not even respond to bug reports is less than ideal.
