@jjrjr1 said:
@ChuckPA said:
After all, why should Plex set up the infrastructure and staff for a service nobody wants?LOL… Plex does this every day!!!
What do you mean???
I am sure folks here could name a few… LOL
Do you have anything positive to contribute?
I will add at this point that many are having an issue since January with PfK hardly playing anything at all.
There was a release the other day with several bug fixes but not that one.
I politely pointed ruuk to the acknowledgement from Keithah
after several of us posted logs at the time.
It slipped thru the cracks and that’s fine…stuff happens.He asked me to supply logs and he’s gonna take a look.
Another guy mentioned the issue is down to streaming brain.
The point I’m making is the system generally works pretty well assuming the required info is provided.
@HitsVille said:
I will add at this point that many are having an issue since January with PfK hardly playing anything at all.
There was a release the other day with several bug fixes but not that one.
I politely pointed ruuk to the acknowledgement from Keithah
after several of us posted logs at the time.
It slipped thru the cracks and that’s fine…stuff happens.He asked me to supply logs and he’s gonna take a look.
Another guy mentioned the issue is down to streaming brain.
The point I’m making is the system generally works pretty well assuming the required info is provided.
If you are referring to Plex Employee “KeithAH”, he is a product manager. He is not in Customer Support or Engineering
Reagrding the specific issues suddenly floating around in this thread:
Keithah that was heavily involved in PfK when it launched. He was the voice in the forum while ruuk worked on the app.
But no thanks anyway. ruuk is looking at it.
Sorry for taking it off topic.
@ChuckPA
Are you saying our comments are not positive? Anyway, what does it matter. We have went down this road before and nobody seemed to care about a paid support system.
@NewPlaza My comment was not directed to you
Regarding a paid support system internal to Plex, We have brought it up several times. There’s a huge benefit all the way around. the question was always one of “How many customers want such a level of support?” The results I saw were, in a word, “abysmal”.
I did not intend to “start a movement” here. I just wanted Plex to take asking for peoples money more seriously. Perhaps that was naive of me.
@jjrjr1 said:
And of course don’t forget Plex releases are barely tested before released into the beta channel…
This is pretty much what a beta is. Perhaps you are thinking of RCs? I was using it because I liked the idea but it soon became clear that was a bad idea (at least for me). Had to do a clean install after one of the beta updates, my own fault. In this case report (of course) but do not complain.
@ChuckPA said:
There were several queries sent out to customers about a ‘paid support’ tier. The resounding reply was “NO”. It is for that reason no paid support mechanism exists. That’s the only reason. After all, why should Plex set up the infrastructure and staff for a service nobody wants?
Can you please provide us with a link to check out that poll (or whatever you used) to gather this information? I would be curious to see how close you guys came to pulling the trigger on that one.
If there is no business case for it I understand that. I just wish the communication was a bit better before I forked over my money. Not that I do not enjoy having the other Plex Pass perks.
@nickwebha
That is NOT what Beta tests are about…
But whatever, you and Plex think so.
Anyone who has developed, maintained, or designed software systems knows that Beta test only occurs after Unit and system tests have completed. But not in this world…
@ChuckPA
I have plenty of positive things to say when they are deserved…
I, also, go out of my way to help folks wherever I can and have the knowledge to be helpful.
I think that your “Better Than You” attitude can be irritating as well.
I did temporarily forget that when you answer a post, i should not say anything. I had been told this by you directly…
I am so sorry for my transgression here.
And maybe you can explain how Plex not doing anything nobody wants fits into the real picture… New Feeds, Removing Opt Out, data collection, no server messaging, not able to edit cast members…The list goes on…
Paid support would probably be a VERY good idea. It would relieve a lot of issues and backlogs.
Thanks for your comments.
I do not want to get into a pissing contest so let’s leave it at that…
With most products you get support when you buy the product. Plex gives the product away for free (mostly). If Plex were to charge a realistic price for the product they could afford to do proper support.
Asking people if they would like to pay for support after they got the product for nothing I’d always going to get the answer “No”. Bundling in support for one year with the product purchase then charging a subscription for support in subsequent years is always going to be more palatable for the consumer.
JJr,
Let’s not color this thread, shall we? Your and my styles are mutually exclusive. Can we find a way to coexist ?
You’re asking me about Plex management’s product decisions and policy.
You’ve been around long enough to know they make their own decisions and some are never clear to anyone.
Those decisions are so far above my level here in CS I’d get a nose bleed up there 
haha
As moderator, I asking you to please keep on the OP’s topic “Paid Support”.
Edit: To be clear , i am addressing @jjrjr1
In agreement with most, a Plex Pass should provided access to a higher level of support. I might even entertain a pay-as-you-need-it type system, as long as it was a reasonable cost and had fair rules.
Example: There has been an issue with lastfm scrobbling since the last server update and no one from Plex has touched the thread 
LOL! Yeah. okay.
I feel paid support would fall way short and people would be very upset that their questions didn’t get answered. I worked in CS before and can’t count the number of time an issue wasn’t resolve completely (by me and by L1). I still don’t see the connection with PLEX supplying support. There are hundreds of thousands of software products that don’t have support. Gotta change PlexPass to PlexFeatures so there is no confusion on what you will be getting when forking over the $$$. I say this but know it’s not true. There will always be confusion.
@“josh.hofer” said:
I might even entertain a pay-as-you-need-it type system, as long as it was a reasonable cost and had fair rules.
I could see this working. As a hat tip to people who already bought a Lifetime Pass perhaps retroactively include it. At least a steep discount if there is no other way.
@nickwebha said:
As a hat tip to people who already bought a Lifetime Pass perhaps retroactively include it. At least a steep discount if there is no other way.
Not to sound like a d$%k but the ones(me included) who got the PlexPass at the $60 or so price and have been using Plex for many years have “cost” PLEX in the end. We deserve nothing and are owed nothing.
I have a few friends that pay the monthly subscription and have paid more than $150.00(and counting) to PLEX. And if PLEX makes no change in the future(5+ years) the Lifetimers would of paid $60.00 and my subscription based friends will of paid $300.00+
Speaking only as myself
#plexhatoff
It would make sense to work something like how Apple does it.
Mapping those (1-4) to Plex:
This makes sense to me. Can it be done and, if so, how to do it? I have no idea. A large part of what I envision requires investment in resources. If the management team was thinking along these lines, I can understand how a negative community response would have deterred any further action.
One last pint to this post, and absolutely speaking as Chuck without any affiliation to Plex: Nothing is free. All those who make demands for software they don’t pay for can just take a hike. They’re getting a great media server for FREE. Be grateful. What would happen if Plex decided to start charging for it in addition to PlexPass features?? I know two things would happen. a) Gripes/bugs would be resolved a lot faster b) Resources would be a lot more available to provide all the support things people say they want.
If I can make one analogy?
<soapbox>
If somebody gives you a really nice car but it has problems that need fixing, do you complain to that person and expect them to pay to fix it or do you pull out your wallet and pay the mechanic?
</soapbox>
Those are my personal thoughts. I’ve worked in both CS (working in the field on 24/7/365 call world-wide) and Engineering so both sides of the coin.
@ChuckPA
I could not agree with you more…
LOL… We now have a meeting of the minds…
Appreciate your candor…
John
@NewPlaza said:
Not to sound like a d$%k but the ones(me included) who got the PlexPass at the $60 or so price and have been using Plex for many years have “cost” PLEX in the end. We deserve nothing and are owed nothing.
You do not sound like a dick and it is a point worth considering; It is not worth you and I considering.
The Plex employee above made a point that they looked into providing support and it did not make sense as a business case. Did they also look into how they wanted to sell their product and decided to offer a Lifetime Pass and not consider this exact scenario? I realize you are not a part of Plex but to one day say “we did not do this because it was not good business” and then turn around and say “our business plan was short-sighted” is…
Forget about what is fair. Before Plex started selling anything they decided what did and did not make sense to them on their terms. Then they came up to us and said “for X price we will give you Y and if you have an issue we offer support in the form of a forum”. Yes, running a business is a series of calculated risks.
When Plex offers me a job which I then accept it will be worth me considering.
Obviously nobody wants to pay you additional money for support–which was your polled question. People simply expect a base level of support for a product you’ve already asked them to pay for. Please don’t try to muddy the issue. The topic of this thread, if you actually read it, was clearly about support for paying customers and not support subscriptions for customers who pay extra–which is what you’ve polled about. The only reason “paid support” was even mentioned was because the original poster cannot get support for the product they’ve already paid for. You should already be offering support. That’s the point. Plex is literally the only application I have ever paid for that does not offer dedicated support.
As an aside, your comments in this thread are completely unbecoming for any official representative of any company interacting with its customers. Not that anyone should be surprised, since your inability to provide appropriate interactions with your customers is the topic at hand to begin with. You don’t like how a customer is speaking about your company or its product on the forum? Try to avoid personally insulting them. It makes you and your company look worse. This is really basic CS. That is your ostensible position. Just an impartial third party observer who also has experience in CS trying to be helpful.
As to the point of support, Plex’s view of what constitutes support differs from what appears to be the consensus here. Plex does offer support in the forum of Community based forum support.
Regarding my comments:
Speaking only as myself
#plexhatoff
(Speaking as ChuckPa) Is it not clear which context applies to this statement?
I understand the distinction between what plex considers support and what the entire rest of modern industry considers to be support. It just isn’t a valid conception of support.
And the comments to which I was referring, were previous to your longer post about taking off your plex hat. Most specifically, this one: https://forums.plex.tv/discussion/comment/1645025/#Comment_1645025
