The personal attacks and “treat them like animals” don’t have any place here. But let’s not miss the reason they’re happening.
The overall experience for paying customers that the Plex team as a whole has created in this rollout is not good.
When I say the Plex team, that primarily places the responsibility on the decision makers, which I’d call Plex’s leadership team. They are disconnected from what matters to customers (otherwise we wouldn’t have hundreds of 1-star ratings in the app stores for the new experience and no apology or action taken to restore the previous experience immediately). Rollback plans exist for a reason and are part of every development best practice. The misalignment of priorities between customers and Plex’s decision-makers is stark, otherwise we would have seen a rollback long ago.
I agree that we shouldn’t flog the people active and trying to help here, and the less-humane comments are the worst of the lot.
But nobody’s hearing a “we hear you, we’re sorry, and we’ll fix this” From anyone at Plex. Most customers can’t tell who in the forums has authority to make decisions because it’s not really transparent, so they express their growing frustration to anyone with the ability to pass the message on, probably also hoping that maybe the decision makers might sense their frustration… what a terrible environment to have created for customers.
People are screaming into the void precisely because the Plex team has created that void.
