If I were to boil down my issue to its essence it is that I felt a large portion of the legitimate bugs/issues I raised were at the whim of chance whether they received attention or not. If they didn’t randomly garner attention there was no way to escalate.
@IMDMonkey said:
Now that Plex is a such a commercial success and not a hobby project, it might be time to open up a trouble ticket system for paying customers (PlexPass) so they can get web based support. There are good, open source, inexpensive options that could be used AND would also be a great tool for developers to find, document, track, and correct issues…especially in Betas like all of us PlexPass customers are trying to help with testing for the general population of users.
We have ticketing for other facets of the business already, such as for account/billing inquiries. Moving technical forum-based support into that system is a much bigger endeavor and does take time to do properly. We are expanding our presence with additional team members to be more proactive in our forums.
@Reed97123 said:
If I were to boil down my issue to its essence it is that I felt a large portion of the legitimate bugs/issues I raised were at the whim of chance whether they received attention or not. If they didn’t randomly garner attention there was no way to escalate.
I have proposed something internally about that and am working on pushing it. No promises, but I understand your concern.
@Reed97123 said:
Plex is the most expensive thing I’ve purchased ($150) that has absolutely no guaranteed way of getting support.If I click on the Plex advocated support options you get:
- FAQ & Support Articles
- Community Forums / Plex Pass Forums
- Billing Questions
I’ve found that unless I get lucky and find someone that has had my issue before, there’s no guarantee I’ll get anything from the forums. I’ve posted various times now about issues/bugs I’ve found and they get a few views, but generally nobody responds and things never get resolved.
I’ve purchased things for $20 where I’ve been able to e-mail or call technical support. Here I’ve paid $150 and I’m stuck posting about bugs that never get looked at or answered.
I couldn’t be more disappointed. Shame on you Plex team.
Reed
Plex’s customer support is exactly that - they expect the customers to support each other. This is great for their profit margins but does nothing to really help the customer.
I have continual issues with the only feature I need which is Sync. I never receive any support and whether it works or not is down to the whim of their developers. It get’s fixed in one version and then as soon as they fiddle again it breaks for weeks or months at a time.
Every time I post my problem others add in that they have the same issue but no-one from Plex actually appears to help.
Problems with paid for features are also hidden from view until you pay since you can’t see the section of the forum detailing everyone’s issues until after you have paid. Once they have you and you realise support doesn’t exist it’s too late.
Having customers provide their own support is lazy, dishonest and puts an unfair burden on the few customers who try to help. But as with most of their faults, it needs employees to be able to fix them.
Good luck getting your problems solved. I hope you have better luck.
K
Frogman1943
I live in Canada and was told by very rude person on the other end nothing could do since my computer was hacked from Mexico. But this was not true and I was told never to call again
