Does anyone know how to get the attention of plex support?
Its disappointing that after paying for a Plex pass, resolving a problem is a painful process of hoping that maybe someday, someone will answer your question
You post your questions in the forums. That’s how support is provided - owning a Plex Pass has no bearing on how support is provided.
@kegobeer-plex said:
You post your questions in the forums. That’s how support is provided - owning a Plex Pass has no bearing on how support is provided.
Except a Plex pass does give you the ability to post in the Plex Pass specific forums which really do seem to get more attention most of the time. At least from the Ninjas which are often at least as knowledgeable as the Plex employees. Also the Ninjas are often quite good at diagnosing problems, they have had most of the problems that others will encounter.
Sometime Ninjas can be a bit abrasive (you know who you are) but that is understandable most of the time because Plex has quite good extensive online documentation and what is not covered there can often be found by a little searching and reading. Answering the same questions over and over often makes people a little short. Particularly when it is clear that those of us asking have been around long enough to know better.
My excuse for that is senility. But most folks cannot use that and even I should not. But sometimes it is fun to see the Ninjas turn red faced (OK you cannot “see” them but it is still sometimes fun) and write in sputtering English.
But, yes, after searching both the forums and the help sections if you cannot find the answer then post in the forums and see what answers you get. < Groucho mode on> It can’t hurt. < Groucho mode off>
I checked your other posts, regarding audio issues with the ATV4, I have no experience with that client, but I wil check and see if I can find some info out on the issue
that would be greatly appreciated. To date, I’m stuck with this problem and no idea how to resolve it
I have discovered that using SimpleX instead of plex seems to dramatically reduce the distortion
I have been playing with settings and have definitely narrowed down the distortion to the ATV4 Plex app.
Using Simple X or the Infuse app results in clean dialog although I notice at much lower volume.
Can some one from Plex please respond to my post to help me pin this problem down
I hate to say it, but you’re getting a first hand look at how useless PlexPass really is. They aren’t interested in your questions, comments, or input. If they were, the new Plex Media Player interface would have been scrapped or reworked a few thousand complaints ago. No support, paying to be a beta tester/paying for bug fixes that should be public, and being ignored instead of those suggestions being taken to heart.
What are we paying for? Hell if I know.
With all that said, you won’t find any help here from Plex staff even if you’ve paid.
@plxplz said:
I hate to say it, but you’re getting a first hand look at how useless PlexPass really is. They aren’t interested in your questions, comments, or input. If they were, the new Plex Media Player interface would have been scrapped or reworked a few thousand complaints ago. No support, paying to be a beta tester/paying for bug fixes that should be public, and being ignored instead of those suggestions being taken to heart.What are we paying for? Hell if I know.
With all that said, you won’t find any help here from Plex staff even if you’ve paid.
Err what? They’ve already stated UX changes are coming.
Good! It has only been… months?
They completely stopped all support for Plex Home Theater leaving paying PlexPass customers with no usable software for Mac OS X 10.10/10.11 due to an unresolved bug. The suggested solution for paying customers was to use OpenPHT a third party client not associated with or supported by Plex developers. OpenPHT also has the same bug, but further communication with staff was impossible as they just ignored the posts from that point forward. Paying customers not supported? Yep. The PMP software they did provide was buggy, incomplete, and broke compatibility with Harmony remotes. The suggested solution for paying customers was to buy hardware for compatibility. On top of all of it, the interface has been a mess with the forums covered with people begging for changes, complaining about the lack of changes, and demanding the old interface back.
Even if they fix the UX, Harmony remote compatibility isn’t fixed. It has taken far, far too long to get a usable Plex Media Player out after unceremoniously dumping support for software we’ve been paying them to maintain.
In short, we pay for PlexPass to pay for Plex maintenance. We obviously aren’t paying for support as there just isn’t any: tickets, phone, chat, nothing. If the maintenance on Plex Home Theater was stopped and paying customers were left without software, what exactly are we paying for? It isn’t maintenance as that was stopped without warning and all further support requests were ignored by Plex staff.
@melbeyecentre said:
I have been playing with settings and have definitely narrowed down the distortion to the ATV4 Plex app.
Using Simple X or the Infuse app results in clean dialog although I notice at much lower volume.
Can some one from Plex please respond to my post to help me pin this problem down
Do you have enabled Audio Boost? Maybe you set it at “large”.
@plxplz said:
…
In short, we pay for PlexPass to pay for Plex maintenance. We obviously aren’t paying for support as there just isn’t any: tickets, phone, chat, nothing. If the maintenance on Plex Home Theater was stopped and paying customers were left without software, what exactly are we paying for? It isn’t maintenance as that was stopped without warning and all further support requests were ignored by Plex staff.
I don’t really know why you pay for Plex Pass but if that is actually your reason then you are wasting your money. Plex Pass is NOT a support function and there is nothing, other than access to Plex Pass forums, that is either extra or better support.
I pay for Plex Pass to support Plex; the best media manager I have found. I do not expect any “special” support nor do I see where Plex has promised any. But I have found Plex to be quite responsive to most bugs that get reported.
The decision to abandon PHT is one, of several, that I think was ill considered by Plex BUT PMP is quite good and functional. If you are using a platform that PMP does not support then it might be time to consider another to continue using Plex. However if Plex no longer works for you then you always have the option to move to a different system.
It always befuddles me how people think Plex Pass is a “support” package. It simply is NOT. If that is why anyone buys a Plex Pass then that person has made a poor purchasing decision. Personally I thing buying a Plex Pass was one of the best decisions I have ever made and I do not even use any of the extended Plex Pass features and I have no intent to use them unless audiobook support is added as a Plex Pass feature. >:)
