All Access complaints

judy · January 17, 2007, 09:23:37 PM

Since I had subscribed at the start of the season, and then cancelled in November just before I left the country for a month, All Access has decided to send me a Customer Satisfaction survey.
I think we all know it's going to be a Customer Dissatisfaction survey. I figured that since I'm not the only one who's bitched and complained about this thing, I'll throw it out to the general public in case they might actually read this thing and work on fixing some of this.

Any opinions that get logged here before noontime Saturday (EST) I'll take into account and try to include in the long essay portion of the survey. So, here we go.

Free form questions:
- Please tell us what you were most dissatisfied with about All-Access.
- What, if anything, could we do to encourage you to resubscribe to All-Access? Choices: Offer more video coverage, Reduce price subscription, Offer sport-specific subscriptions (football only, basketball only, etc), nothing, other (please specify)

Off the top of my head, complaints to include:
- being able to fix the feed BEFORE the game is over
- being aware of the lack of a feed DURING the game
- being able to use All Access on something other than IE on a windows machine
- being able to resubscribe using the same email address

Have at it, and I'll enter it all into the survey in a couple of days. Thanks!

Al DeFlorio · January 17, 2007, 09:55:45 PM

Just received the same survey, although I resubscribed two weekends ago (just in time for Sacred Heart:`-( ).

jkahn · January 18, 2007, 09:04:40 AM

[quote Al DeFlorio]Just received the same survey, although I resubscribed two weekends ago (just in time for Sacred Heart:`-( ).[/quote]
Exactly the same situation for me. At least All-Access is trying to understand what's causing people to cancel. That's a good sign.

Johnny 5 · January 18, 2007, 09:49:39 AM

We can all hope. Until then let's pray that all the other teams keep offering us free audio &/or video as a backup. It's great to get your money's worth somewhere.

I tried Mac OS X/Firefox/Quicktime for the Clarkson game last week and was frustrated, as were many others, by the freeze-ups. But after I switched to XP/IE7/WMP11 it worked flawlessly. Just a thought.

Al DeFlorio · January 18, 2007, 09:53:27 AM

[quote Johnny 5]We can all hope. Until then let's pray that all the other teams keep offering us free audio &/or video as a backup. It's great to get your money's worth somewhere.

I tried Mac OS X/Firefox/Quicktime for the Clarkson game last week and was frustrated, as were many others, by the freeze-ups. But after I switched to XP/IE7/WMP11 it worked flawlessly. Just a thought.[/quote]
This stuff just never seems to be that simple. I have that same set of software, and there were periods where the webcast was "flawless" but other periods where it would freeze every ten or so seconds and have to be restarted.

Johnny 5 · January 18, 2007, 10:54:26 AM

True. I'm connected via Verizon DSL. Maybe I was just lucky.

Al DeFlorio · January 18, 2007, 11:23:02 AM

[quote Johnny 5]True. I'm connected via Verizon DSL. Maybe I was just lucky.[/quote]
We have Comcast cable. It's all a mystery.

ebilmes · January 18, 2007, 11:37:09 AM

Would this be the place to bring up Mac compatibility / being able to purchase All-Access with a Canadian credit card?

Johnny 5 · January 18, 2007, 11:41:34 AM

Sure. Are they related in some strange fashion?

jtwcornell91 · January 18, 2007, 11:49:47 AM

[quote ebilmes]Would this be the place to bring up Mac compatibility / being able to purchase All-Access with a Canadian credit card?[/quote]

Preferably if you phrase it in such a way that doesn't imply that all they have to do to fix the problem is make the feed viewable on IE for Mac.

Johnny 5 · January 18, 2007, 11:57:56 AM

That's only true if All-Access is purchased using a Canadian credit card.

Tom Lento · January 18, 2007, 02:01:00 PM

[quote jtwcornell91][quote ebilmes]Would this be the place to bring up Mac compatibility / being able to purchase All-Access with a Canadian credit card?[/quote]

Preferably if you phrase it in such a way that doesn't imply that all they have to do to fix the problem is make the feed viewable on IE for Mac.[/quote]

Yikes. That'd be a disaster for Mac users, too. MS no longer supports IE for Mac, and I'm reasonably sure that most people with Macs less than 2 years old don't even have it.

Jim Hyla · January 18, 2007, 02:19:45 PM

[quote ebilmes]Would this be the place to bring up Mac compatibility / being able to purchase All-Access with a Canadian credit card?[/quote]I believe the Canadian card issue has been resolved. I'd suggest you just discuss those areas where you have had problems yourself. Otherwise your response may well just be discarded as someone who is just mouthing off and isn't really having those problems.

ebilmes · January 18, 2007, 02:33:30 PM

Not being an All-Access subscriber myself, I have no survey to fill out. I was just making sure that those who did receive survey requests mentioned these issues.

DeltaOne81 · January 18, 2007, 03:21:09 PM

[quote Al DeFlorio][quote Johnny 5]We can all hope. Until then let's pray that all the other teams keep offering us free audio &/or video as a backup. It's great to get your money's worth somewhere.

I tried Mac OS X/Firefox/Quicktime for the Clarkson game last week and was frustrated, as were many others, by the freeze-ups. But after I switched to XP/IE7/WMP11 it worked flawlessly. Just a thought.[/quote]
This stuff just never seems to be that simple. I have that same set of software, and there were periods where the webcast was "flawless" but other periods where it would freeze every ten or so seconds and have to be restarted.[/quote]

I watched the Clarkson video this weekend on OS X in Windows Media player with no problems. Well, the video was tiny and poor quality, but it was smooth.