I can certainly understand the OP’s frustration. When the only access to support is through these forums, and a great many requests for help go with no response, seeing the post closed after 3 months with no response is indeed maddening. The combination of auto-closure and no guarantee of even an acknowledgement that your post has been seen (by Plex, not just ninjas and other users) gives the impression that Plex just doesn’t care about the issues being reported.
I had a conversation with kinoCharlino about 4.5 years ago which included this exchange:
@beckfield said:
An answer to the issue may not exist, but a response can say so. A response that says “We don’t know how to fix this now, but we’ll investigate” is perfectly acceptable.
@kinoCharlino said:
Totally! This is exactly what we are working on getting better at. Last quarter we piloted something with the Ninjas… we’ll refer to it as “engagement” for nowhehe (love surprises here), and I’m happy to report it went well and will be rolling it out this quarter. Stay tuned!
So I’m wondering, have any metrics been taken to see if this engagement program has made a difference?
If Plex can’t guarantee at least a (NON-automated) response, even if it’s no more than “We’ll look into it,” then the auto-close feature should be turned off. Those conditions are simply not compatible in a customer support model.
