I’m amazed that an organisation as supposedly professional as Plex has no Support Ticketing system. Instead, everyone relies on this Forum.
There’s no clarity over whether an incident report has been recognised and whether it’s being acted on. This confusion reigns not only among customers, but also among Plex staffers themselves.
There’s clearly a bug management system as we see reference numbers in the changelogs. But that’s not the same thing - several support tickets might relate to the same bug, or indeed on ticket might relate to multiple bugs.
We’re paying customers. Do your job professionally. Go get Zendesk, desk.com, Zoho or any other ticketing system and start changing utter chaos into something that gets the job done properly!
They won’t because they simply don’t have the resources and that would also force them to have to respond to all tickets, while the forum enables them to only address issues or posts that they want too.
I’m not saying that I disagree, just explaining why they choose not too.
I’m with the OP. On the occasions I’ve had to seek help in the Samsung forum support has been excellent. However, anywhere else and, with the exception of some other users, all has been silent. Even when clearly there may be a bug no indication from Plex that they’ve acknowledged it let alone provided advice or tried to fix it. In the end I’ve just dropped the issue and become rather more disillusioned with Plex.
Many other development organisations manage to have a professional support tracking system so I don’t accept that, for Plex, it would involve additional resources. These resources are most likely already there they just have other priorities. So, really, its a question of priorities and the emphasis that management gives to supporting existing customers.
It’s not only us that suffers. I’ve seen examples where a Plex dev is acting on something without the fully history because it’s spread across several posts from different posters, and so they don’t fix the whole problem - and then have to go back and do it again.
It’s inefficient for Plex themselves, let alone irritating as hell for us. Just seems like poor management to me.
@jacpearm
Amen.
But the problem really is the goofy SDLC Plex uses to manage their software development.
@danjames92
Actually so am I.
But Plex may not be if they wanna sell more Plex Software… LOL
As Long as they do not disappear, especially since we are all VERY dependent on Plex Servers being up and accessible!
I can live with that too.
I totally agree with you, but it seems that they only care to launch some new features to attract new plex pass users, then they don’t update these features or they remove it, like vevo or amazon support for plex cloud. It’s just a mess.
Sometimes it’s out of their hands. Vevo pulled the contract (or similar) not long relatively speaking after Plex put a lot of work into this. It was working quite well also.
Amazon is quite “flakey” in what the allow for storage. One day everything works extremely well and the next day you are heavily throttled. Amazon tries to walk a fine line of being unlimited but yet not let 3rd parties exploit their service for “unlimited” storage (especially big files). I’ve seen the same thing happen over and over with a few companies. While one could argue maybe it was a bad idea to “bank” on Amazon for storage, people would have crusified Plex if they came out with a Cloud solution that doesn’t support it.
The idea behind Plex Cloud is sound but the implementation is well “fubared” to some degree. In both cases these issues are outside of Plex’s control and there isn’t anything Plex can do about it.
If we had a development API with actual hooks to the core system then users could come up with a similar system such as Vevo linking to music videos on multiple services. This would need to be community managed to keep Plex out of the hot seat.
As far as cloud storage goes unless Plex wants to get into the massive media hosting business themselves I’m not sure large massive libraries will be possible via cloud.
