Jesus christ, some feedback from a new user to Plex support and also some feedback

General Discussions
1

Ok, here I go… I am prepared for some to hit back at me but go for it, no F$%ks given.

I am a paying subscriber to Plex, it has been wonderful, no seriously Plex is great. I ran into 1 issue, so as a normal person would do I went to the online support forum to get some help. I would of thought that from the contact form as a paying subscriber I could open a ticket and get support as most services do. But no way, support is only given from the community forums.

That’s strike one in my books.

So I move to the support forums, login and there is no dedicated support channel. It is only generic and I have no idea where to post this.

That’s strike two in my books.

So by this stage, I find myself as a paying customer and the first time I need support of any kind an not only can I not get in touch with a dedicated support rep as a paying customer but I am thrown to the wild in a general community forum on my own still not knowing where to post or who will help me.

So I am posting this here with the feeling that I may or may not get help from Plex staff or maybe get an answer or half an answer from the community (which trust me I greatly appreciate)

This was the support email I was going to send Plex…

  1. Your bugboundy link in the footer, is supposed to go to a page but redirects directly to the community forums. Why even bother, get rid of that link altogether, it is unprofessional and looks like you have a broken link.

  2. I tried to send a contact request form from your contact us page to the BILLING/SUBSCRIPTIONS option and the round circle after clicking SUBMIT turns forever and never sends. :expressionless:

  3. I would like to raise as an issue since I am a PAYING client, an issue you can put forward to your dev’s.

I have 2 versions of the movie ANNIHILATION, the first version is 1080p in a directory called ANNIHILATION 1080p, it is an MKV file and was added to my library 14days ago.

I now have a better 4k version of this movie in a directory called ANNIHILATION 2160p this movie was added to my library but it was not scanned and skipped, so when I want to watch this new version in better quality I can only see 1 item in Plex but it keeps playing the 1080p version, it is as if it skipped the new version. I needed to delete the old version and update the library before it picked up the new 4k version. On top of that it still says ADDED 14 days ago, even thou the new 4k version was added 3 days ago.

Is this a bug or maybe a setting in Plex Media Server that is causing this behaviour?

Thanks and keep up the fantastic work.

Mitch

3 Likes
3

https://support.plex.tv/articles/categories/your-media/

4

With all due respect, nowhere does it say purchasing a PlexPass gives you access to any different support levels.

There are a plethora of support articles available and as already alluded to, your issue would appear to be down to bad naming of files/folders. If your naming convention matches the format laid out in the support documents and you still encounter problems, then you would turn to the forums with a detailed explanation of the issue, including relevant information such as, but not limited to:

  • Server Version
  • Player Version
  • Screenshots of folder structure
  • XML of problematic file(s)
  • Server logs

https://support.plex.tv/articles/

6

See, Plex is a following of magic fairy dust where a person who purchases it aren’t really considered customers. Their opinions don’t matter. They’d rather abandon developing its classic core functionality (with the constant advent of new formats) from a media server to something that plays free stuff provided by studios in exchange for funding developers to do what the studios want them to do, as well as catering to mobile devices and stupid tiny black boxes that need everything transcoded on the server end. The studios have more money than the not customers, so the not customers’ money has no say behind it.

3 Likes
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You should see a three dot ellipse, that when clicked offers a numbers of options and one is ‘play version’, that should offer a choice of two.

I’ll try to post again later on my home machine and I’ll include some screen shots. I’m at work right now.

9

No need to wonder lol.
“I’m a paying subscriber” seemingly without a PlexPass, coupled with account creation 2 minutes before a rant are always tell tale signs.

10

He might not have updated his forum status by logging out, still owning a pass which then would be invisible here.

There is constant development going on also for the core. You can read in the change logs about it. Your statement seems to be your subjective, unhappy view, which is not backed by reality.

12

You said that as if it’s not still happening to someone every day.

14

That hack happened in 2015. Thing making it serious in the first place was that both the forum and the general plex user database were not separated into different machines and different user databases.
Both have been mitigated afterwards.
While nowadays you still only need to sign in to your general plex user account on plex.tv, the forum on forum.plex.tv is running completely separated and is using a token-based authentication.

i.e. something like the above hack cannot happen again.

15

Yes I am back, sorry to disappoint you. I fixed my issue before I even posted this, I guess I posted due to frustration at the time. I ended up deleting the 1080p version and updated libraries and it found the correct version.

16

Have purchased the mobile version of Plex so I am paying. I also never used the forums, maybe came here once and never logged out. Not sure.

17

Thanks Bruce, I will check it out next time as a solution and keep that in mind.

18

Paying for ANYTHING should entitle you to some level of support, have you ever bought anything new without warranty ?

It is funny how some people just think “it is what it is” mentality… You should not just take that as gospel.

From someone who has over 40 monthly subscriptions, this is the first that I have seen paying for something gives you NOTHING more than a free account.

That does not even make sense to me.

Anyway it is a rant and not targeted to the community but to the dev’s, investors and directors of Plex. I do not expect everyone to get on board and understand me, but for those who do, thank you for listening.

1 Like
19

Maybe for expectation management purposes and to put your frustration into context:
https://support.plex.tv/articles/201751006-plex-pass-feature-overview/

1 Like
21

Prudent? Really… maybe your right… I should read the T&C’s…

Perhaps it takes someone like me to actually speak up and voice a concern without being vilified or judged.

Imagine a world were every business could offer a service and not back it up with support.

We are now entering the world of cowboy state of affairs.

Again just my 2cents worth. :slight_smile:

1 Like
22

Here’s Plex Support - in a nutshell:

You get the best there is to offer 'cause the guys helping you, want to help you, are NOT employees and as such don’t have to worry about kissing your butt - so we get right to the problem without a lot of ‘fluff’, or unnecessary kindness. In fact, it’s likely we’ll yell at you for not following instructions.

What was your problem?
There was too much ‘Fluff’ - I must have missed it.

:slight_smile:

1 Like
24

Who do you think I had in mind (besides me)?

That’s right…

lol

26

Me too - all the inmates in Plex Jail loved me for a year.

Ever been?

Oh, it’s nice.

:smiley:

27

AHhhhahahaahha… “And I think to myself … what a wonderful worlddddd” :expressionless:

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