I have added two topics and have seen multiple people with the same topic and no answer. I pay for the service because I want to support plex but they are not supporting us back.
A Plex pass guarantees nothing in the way of support. All it does is open some features for your use so you are not in any way paying for support.
I would like Plex’s support to be better, a LOT better, but my Plex pass in no way means I get better support than a regular user.
Their lack of any good support is one reason I use Emby more than Plex by a pretty good margin now. However it is not the most important reason.
Plex is a pretty good system but no one should use it if they cannot figure most things out by themselves. It is just too hard to get a response from anyone that actually knows anything. I guess the Plex folks are just too busy to bother with us peons no matter if we have a Plex pass or not.
Whenever I use Plex and run into any kind of problem and post a question it takes days to get a response if I ever get one. But over on the Emby forums it is VERY rare for me or anyone to ask a question and not get a response within hours. Often a response magically appears within minutes from one or another of their main developers.
Plex’s software does, in a number of places, seem more “finished” and more “slick” than Emby’s but that gets offset by the near total lack of support responses in the forums.
My suggestion is for people really upset by Plex’s abysmal support is to switch to Emby. As I said Emby is somewhat rougher around the edges than Plex but the developers do respond to questions and problems very well.
BTW: An Emby “Premier” license is no more of a guarantee of support than a Plex Pass.
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I think for the people paying they should at minimum have an email they can contact for some basic support. I am sure Plex is making more than enough to hire someone to answer support questions through an email. And if not hire me I will be more than happy to do it But how am I supposed to know about the database backup locations and where to put them. I did google the info based off the errors but didn’t find much assistance.
That may be reasonable but it is not the non-support model Plex has chosen.
Plex cares little that questions go unanswered for days/weeks/years. As long as the money keeps filling their coffers they clearly do not feel the need to make any changes.
Plex only seems to care about the money but not the actual users. As long as nothing hurts the flow of cash nothing will happen to improve their support and just one or two or even hundreds of people dropping their Plex Pass will not mush impact Plex’s bottom line.
Someone out there right now is creating an option that could eventually become better if they do not do something. Myspace and facebook are a prime example of this. If you don’t look out for your followers they will go follow someone else.
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Man… These types of threads irritate the ■■■■out of me… Plex has chosen a forum and community support model. That’s not a bad thing, it’s just not “your” thing. If it’s not working for you, as a consumer, you have the ability to choose where you take your business, and those options will generally have a different support model. If none of the other options meet your needs, and Plex is the best option for you and your needs, then either accept the chosen support model, or, create a customer contact center, train your employees in basic customer service, and offer your Services as a third party contact center for Plex, see if they bite. If you have a business model that retains customers and keeps money flowing their way, without costing them more money in return, I can assure you they will adopt that model. Capitalism works, and you should never shame people or companies for being capitalists…
The only completion that is even on the horizon is Emby. (Previously Media Browser)
I think that Emby is far superior to Plex in most areas and particularly in support BUT the number of Plex users seems to vastly exceed the number of Emby users.
There really is nothing else that even might cause Plex any problems at all. For now Plex has won the Media Streamer wars and they need do nothing at all to solidify that position.
Their support model is irrelevant to their position as a media streamer.
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