Does Plex not intend to provide any support to its paying plex pass members anymore? I do appreciate all the hard work done by the plex team and I still love the software, but lately it feels like there has been less and less focus on the core business / the core users and more focus on “fun gimmicks”. Also, there is no possibility to receive proper support on LONG TERM ISSUES like IPv6 or the new (and useless) PMP.
I’m sorry, I don’t want to sound like a ■■■■■ but really? Why do we bash Plex so much? Buying any piece of software does NOT give rights to support(unless you are Microsoft… Poor guys.).
I guarantee the plex employees are debugging hundreds of bugs that THEY found. With all the ‘features’ and all the ports it’s available…
We really need a couple of new sections on the forum labeled Why I hate Plex and Plex not doing their job and providing support. We don’t know Plex business. What they do and how they do it.
I have NEVER thought I was owed anything from a piece of software i got for free or paid, ever. It’s nice to get support when needed but that’s it. We are so use of multi-billion companies helping quickly we forget about the little people(starter companies) out there. Hell, my company bought a piece of software that is use by almost everyone in the building and I was tasked to get support for said software. I never did. No one would respond. We were charged for 1000 copies(corporate license) and never got support. My co-workers and I always joke about it saying it just one guy in his mom’s basement.
Let me just say this out to any of the Plex employees. How many employees does Plex have. And out of those actual employees(no team members), who are tech savvy to answer most question in this forum.
@NewPlaza said:
Let me just say this out to any of the Plex employees. How many employees does Plex have. And out of those actual employees(no team members), who are tech savvy to answer most question in this forum.
You can find out about the staff at https://www.plex.tv/about/.
@lawbaer said:
Also, there is no possibility to receive proper support on LONG TERM ISSUES like IPv6 or the new (and useless) PMP.
IPv6 is still not really supported. Mostly because a lot of what Plex does goes through AWS which doesn’t support IPv6.
Do you have specific questions on PMP you would like to discuss?
@NewPlaza said:
I’m sorry, I don’t want to sound like a ■■■■■ but really? Why do we bash Plex so much? Buying any piece of software does NOT give rights to support(unless you are Microsoft… Poor guys.).
I guarantee the plex employees are debugging hundreds of bugs that THEY found. With all the ‘features’ and all the ports it’s available…
This is pretty ridiculous. By your reasoning, why would they fix any bugs if they don’t have to provide support for paid software? Why would anything actually have to work properly? Did I miss the disclaimer before I paid that they don’t intend to offer any support?
Sorry MovieFan.Plex, but I think what he wants is not knowing who works, but a solution to the various problems that have no solution in the forum …
What I see is a lot of people complaining in the forum about various problems, and there is always an explanation, but never a solution …
the deamon responds to IPv6 (sort of after removing A record from my dns server for plex domain), but at once i start a movie it pushes me back to v4. Why does plex need to run through AWS for streams? content metadata yes, but other things?
@cncb said:
@NewPlaza said:
I’m sorry, I don’t want to sound like a ■■■■■ but really? Why do we bash Plex so much? Buying any piece of software does NOT give rights to support(unless you are Microsoft… Poor guys.).
I guarantee the plex employees are debugging hundreds of bugs that THEY found. With all the ‘features’ and all the ports it’s available…This is pretty ridiculous. By your reasoning, why would they fix any bugs if they don’t have to provide support for paid software? Why would anything actually have to work properly? Did I miss the disclaimer before I paid that they don’t intend to offer any support?
Funny you should say that, From the Plex.tv terms and conditions when creating a new account.
This Agreement does not entitle you to any support, upgrades, patches, enhancements, or fixes (collectively, “Support”) for the Services. Any such Support for the Services that may be made available by Plex, in its sole discretion, shall become part of the Services and will be subject to these Terms.
I am very surprise Plex has not updated their setup installer to include a EULA stating the obvious.
It kinda shows where Plex is right now.
But plex does not only fix for you. There do it for the free users too. There are a great deal more freers out there. And they probably what to do it for themselves. They want the best program they can make. That my friend, will take time.
@Night said:
the deamon responds to IPv6 (sort of after removing A record from my dns server for plex domain), but at once i start a movie it pushes me back to v4. Why does plex need to run through AWS for streams? content metadata yes, but other things?
AWS is used to login to plex.v to get your server’s IP info so it can connect. Our secured connections also go through using an IPv4 address. I don’t know enough about that to understand if it can work with IPv6 and if there is a way to switch between 1 and the other to tailor it per user. My guess is no. That it either all goes through IPv4 or all through IPv6. If you want to use IPv6, you can connect directly to your server using an IPv6 address, but you would need to know the address manually and it would be an unsecured connection.
@MovieFan.Plex said:
@Night said:
the deamon responds to IPv6 (sort of after removing A record from my dns server for plex domain), but at once i start a movie it pushes me back to v4. Why does plex need to run through AWS for streams? content metadata yes, but other things?
AWS is used to login to plex.v to get your server’s IP info so it can connect. Our secured connections also go through using an IPv4 address. I don’t know enough about that to understand if it can work with IPv6 and if there is a way to switch between 1 and the other to tailor it per user. My guess is no. That it either all goes through IPv4 or all through IPv6. If you want to use IPv6, you can connect directly to your server using an IPv6 address, but you would need to know the address manually and it would be an unsecured connection.
I’ve done that had to disable and null rute v4 to get v6 streaming. I don’t use plex.tv to access my server all is done throw a domain ive set up and linked to my ip both v4 and v6, When i access that, it drops me down to v4. Android app does not support quad a records nor manual ipv6 in the connect to server as that is numerical only and not hex. I believe that proper v6 is way overdue.
and yes it is a way to switch between users having v4 and v6 to work side my side on same domain, for dns it is dual stack, A+AAAA. Been done for ages.
@NewPlaza said:
I’m sorry, I don’t want to sound like a ■■■■■ but really? Why do we bash Plex so much? Buying any piece of software does NOT give rights to support(unless you are Microsoft… Poor guys.).
I guarantee the plex employees are debugging hundreds of bugs that THEY found. With all the ‘features’ and all the ports it’s available…
Agreed, Sort of:
You Expect a piece of software you buy to work… And Plex does, Awesomely.
You should expect SOME level of support (Limited Time/Duration) for software you pay for… And Plex does that
(never had an issue that I could not get addressed here)
You should NOT expect free Patches but Plex does that too.
You should NOT expect to Upgrades, but Plex does that too.
You should NOT expect New Features, but Plex does that too.
If you are not paying for PLEX, you should EXPECT exactly… nothing.
too often people whine and complain because what they want is not happening… too bad, suck it up buttercup, you have no reason to expect Plex to add your favorite X, Y or Z… NOR do you have any right to its Road Map.
Want to be an Angel Investor? Drop a couple Million to further the effort? I am sure they’ll set up a meeting ASAP and give your desires a much higher priority.
until then, buckle up, it’s their show, you’re just along for the ride. And the view… is awesome
Personally, it was the best $75 I ever spent on software… So much so, that My wife and 3 of my 4 kids are plex pass holders… that 4th one… well, he’s a s*!t… JK!! he’s only 4! he’ll get it too, next time I see a coupon!
@wesman said:
@NewPlaza said:
I’m sorry, I don’t want to sound like a ■■■■■ but really? Why do we bash Plex so much? Buying any piece of software does NOT give rights to support(unless you are Microsoft… Poor guys.).
I guarantee the plex employees are debugging hundreds of bugs that THEY found. With all the ‘features’ and all the ports it’s available…Agreed, Sort of:
You Expect a piece of software you buy to work… And Plex does, Awesomely.
You should expect SOME level of support (Limited Time/Duration) for software you pay for… And Plex does that
(never had an issue that I could not get addressed here)
You should NOT expect free Patches but Plex does that too.
You should NOT expect to Upgrades, but Plex does that too.
You should NOT expect New Features, but Plex does that too.
If you are not paying for PLEX, you should EXPECT exactly… nothing.too often people whine and complain because what they want is not happening… too bad, suck it up buttercup, you have no reason to expect Plex to add your favorite X, Y or Z… NOR do you have any right to its Road Map.
Want to be an Angel Investor? Drop a couple Million to further the effort? I am sure they’ll set up a meeting ASAP and give your desires a much higher priority.
until then, buckle up, it’s their show, you’re just along for the ride. And the view… is awesome
Personally, it was the best $75 I ever spent of software… So much so, that My wife and 3 of my 4 kids are plex pass holders… that 4th one… well, he’s a ****… JK!! he’s only 4! he’ll get it too, next time I see a coupon!
I agree without you there but (there is always a but) proper v6 support will address lots of the issues people are having with NAT and will when ISPs have to resort to CGN in the very near feature. That combined with IP being a core connectivity of the internet (if one ignores BGP and all of that 99% of users never touch) and not supporting it is a flaw.
What we will see is that new clients on ISP will not get an IPv4 at all but ISP will use NAT64 and DNS64 to map v4 inside v6 through a proxy at the ISP, it is longer a question of if but when, and Plex should be prepared for that.
@Night but that isn’t the point. We have NO idea what Plex has on it’s road map, assuming everything you said is correct, and I personally believe you because I don’t know (or care actually) 
THEN I am guessing it’s on Plex’s “ToDo” list at some point, business don’t tend to stay in business, IF they don’t plan for the future. So, it’ll get here when it gets here.
If anyone REALLY REALLY wants a feature, put in a feature request, make a strong case for it and get other users behind it. but don’t hold your breath.
@wesman said:
@Night but that isn’t the point. We have NO idea what Plex has on it’s road map, assuming everything you said is correct, and I personally believe you because I don’t know (or care actually)THEN I am guessing it’s on Plex’s “ToDo” list at some point, business don’t tend to stay in business, IF they don’t plan for the future. So, it’ll get here when it gets here.
If anyone REALLY REALLY wants a feature, put in a feature request, make a strong case for it and get other users behind it. but don’t hold your breath.
That is the beauty of IP traffic as with BGP, very few people has to care about what happens after their own private block (192/8, 10/8) because the ones who do makes it work, if every home user was to do their own BGP it would be total madness.
IPv6 removed the need of private block and nat all together.
Int rested in IPv6?
Checkout:
and
yep, i get it… I am sure Plex does too, considering it’s vital to their future business, it’ll be ready, when and where it fits their timeline. not before
@NewPlaza said:
Funny you should say that, From the Plex.tv terms and conditions when creating a new account.
Those are the conditions you read when creating your free Plex account, not when paying for a Plex Pass. In any case, I recently paid for a Plex Pass in large part for the Playlist syncing to Android. This is not working properly for me. I reported this in the Android (mobile) forum but there is no reply or indication they even are aware of it. Is there another mechanism to report problems? Should I really expect no support for a paid feature? If so, I wish they would have indicated this before I paid since I won’t waste any more time or money around here…
@wesman said:
yep, i get it… I am sure Plex does too, considering it’s vital to their future business, it’ll be ready, when and where it fits their timeline. not before
No, it’ll be ready when the investors have gotten the features they want to see.
@cncb ,
I’m sure that any and all services/products/features are including with that EULA. But that not the point.
The most important thing to remember here is right now on this thread, we have an official trying to help resolve @lawbaer issue.
Just be patient. I know how upsetting it is when things don’t work. It sucks. But rest assure, Plex will get around to do it. I mean, if you feel you are being overlooked then come here(the forums) and ask every day what the status is, if any on your issue. That’s kinda what I do.
I don’t know what else to say. Plex is a great product free or paid. The level of entertainment my family/friends/myself get is gold.
@cncb said:
Those are the conditions you read when creating your free Plex account, not when paying for a Plex Pass. In any case, I recently paid for a Plex Pass in large part for the Playlist syncing to Android. This is not working properly for me. I reported this in the Android (mobile) forum but there is no reply or indication they even are aware of it. Is there another mechanism to report problems?
Bump it and see if you cant “@” a Plex Ninja or Employee that frequents that area. However, if its a beta feature, they may be aware of it and it’s on the list. And Honestly, don’t always expect a response if that is the case… There could be a thousand requests piled up. Even if it took 30 seconds to respond it would take a while just to respond… simply too many to respond too
@MikeG6.5 said:
@wesman said:
yep, i get it… I am sure Plex does too, considering it’s vital to their future business, it’ll be ready, when and where it fits their timeline. not beforeNo, it’ll be ready when the investors have gotten the features they want to see.
It’s always a balancing act, sure, investers (if plex has any) would get top billing, but NOT at the detriment of the product.
@wesman said:
You should expect SOME level of support (Limited Time/Duration) for software you pay for… And Plex does that
(never had an issue that I could not get addressed here)
You should NOT expect free Patches but Plex does that too.
You should NOT expect to Upgrades, but Plex does that too.
You should NOT expect New Features, but Plex does that too.
You’re right on some of these points.
If you are not paying for PLEX, you should EXPECT exactly… nothing.
But where did this one come from? We’re in the plex pass forum, everyone here is paying.
You Expect a piece of software you buy to work… And Plex does, Awesomely.
Sadly, not, it does not. Many parts of it work, but there’s a long list of things that consistently keep breaking. Often even with very explicit errors in the logs that are then tried to pass on, but very hard to get Plex’s attention on.
And the latter is caused by a very integral mistake that many modern tech companies make: Trying to use a forum as both an issue tracker AND a customer support solution.
What other successful and disciplined companies do is have an issue tracker that can be seen by buying customers, which serves as a repository of the history of existing issues as well as a very searchable resource which is thoroughly cleaned of duplicates.
The forums are not usefully searchable, nor are bug reports in them updated usefully, nor is even cleaning of duplicates done.
A customer support solution is almost a forum, it is a place where support reps try and help resolve customer problems, where resolving usually means “gather bug info, translate into useful dev info, add to bug tracker, done” or “figure out what the user is doing wrong, guide them towards doing it right”.
Plex doesn’t do the first half of that at all and expects other users to do the second half, which can be workable, if there is also a way to escalate. Sadly the way to escalate is documented poorly, and in practice consists of this employee-recommended method: Spam the forum until a plex employee notices.
There is great software that helps do both of these tasks properly, and is available for free and in wide use in open source software circles.
However for some reason Plex opted for the absolute and objectively worst-in-class solution of cramming both tasks into a software unsuited for them, a forum.
@wesman said:
It’s always a balancing act, sure, investers (if plex has any) would get top billing, but NOT at the detriment of the product.
Where the F have you been? https://www.plex.tv/about/ This is OLD NEWS!
Money talks, and the investors have it. Pass memberships aren’t squat compared to what an influx of outside money means. Why is NetGear touting a router with stats little better than some mid-ranged NASes? Why has the Nvidia Shield gotten full PMS support for it’s under-powered CPU? Why is the Plex Cloud going to Amazon Prime? Premium music libraries?
That’s MONEY! Not the users that have helped get the Plex Ecosystem to this point with our lists of wanted features…
Get a clue, dude… There are features we have been asking for years to get that aren’t in there yet. The competition has had them since we started asking for them here. I’ve enumerated the list too many times in other posts. Figure it out.
Over 10,000 Plex users have voted for the top 10 requests in this post: https://forums.plex.tv/discussion/comment/1258037/#Comment_1258037 if you go through and look at them. (Which I did earlier today. 10,600 people voting for the top 10 requests…) And even with that number of people almost BEGGING for things, the only thing we have gotten from this list is server side bandwidth limits on a global scale, and transcode limits for all remote users, all to "help’ fix the top hitter on that list. And it’s not even close to filling the bill on per user limits.
2009 you signed up for these forums. And in 7 years you have no concept of what this product COULD be if even the requests with more than 300 likes were implemented…
“Give the Plex Team a break” means giving in to the security issues that took over 2 years to get resolved. It means not having Plex Home, Managed Users, sharing restrictions (misnamed, but OK, at least it’s something) playlists, or a hundred other things (PS3/4, Xbox, etc.) The days of the USER’S input is over.
Plex’s “Road Map” should always be firmly centered on what the users want. That’s what got the product to this point. We KNOW what we want to see in this product. Investors just want return on their investment. Or they wouldn’t have invested…
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