Removal of Free EPG service - Not Happy

Live TV & DVR
144

So like all of us here, this change is incredibly disappointing and Plex’s official response is plain pathetic. I’ve written the below email to Accounts/Billing (link provided because finding it is a challenge), and hopefully others can use it. I based my email on these two cases, specifically this line:

The Australian Consumer Law applies to all businesses that engage in trade and commerce with Australian consumers, including the supply of digital goods such as games.

Here’s what I wrote:

Hello, I wish to contact you regarding the changes to Plex Pass EPG data in Australia.

I am incredibly disappointed to learn that the EPG data will no longer be in Australia, and frustrated that the latest Plex Media Server update physically removes DVR support. I did not receive any email from you about this; I discovered the changes only AFTER I lost my DVR.

I purchased a Lifetime Plex Pass, in part, for the DVR and EPG feature.

I note that your website (https://www.plex.tv/tv/) states that “Our easy-to-use program guide and powerful search let you find, watch, and record your local movies, shows, news, and sports”.

Additionally, the Plex Pass page (https://www.plex.tv/plex-pass/) under “Features” states:
Watch live broadcast TV directly on your device (in HD where available). A Plex Pass, antenna, and tuner, are all you need to stream free OTA live TV.

Nowhere on these pages does it state that an additional program guide provider is required in order to make use of the DVR/Live TV feature.

Further, I note that your Employee DaveBinM stated on 1 April:
“The free EPG in Australia will continue to be provided, and is not going away. Only a few countries will be losing the guide when Plex changes their metadata provider for the EPG in June 2019.” ~ Removal of Free EPG service - Not Happy - #2 by DaveBinM

DaveBinM again restated on 2 April: “It’s possible you received that email in error, however, I can assure you that the guide for Australia will remain.” ~ Removal of Free EPG service - Not Happy - #4 by DaveBinM

The fact that

  1. Plex sold me a Lifetime Plex Pass based on the above features being provided
  2. Have retroactively taken away those features I have paid for
  3. Continue to advertise as if those features still exist
  4. Told customers that we would continue to have a free EPG
  5. Do not have the ability to access the free EPG
    In my beliefs counts as false and misleading conduct, and is something that is covered by Australia’s Fair Trading and Consumer Law.

I would therefore request a partial refund of the Lifetime Plex Pass I paid for ($119.99 AUD) which reflects the cost of the IceTV subscription you are advising me to take up at a cost of $36 AUD/year.

Otherwise, I will be left with no choice but to contact Fair Trading and/or request a credit card chargeback.

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