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Ask Slashdot: How Long Do We Give an Online Service To Fix Issues?

Soulskill posted about a year and a half ago | from the as-long-as-it-takes-to-write-an-angry-email dept.

The Internet 113

ncc189 writes "The Funimation Roku channel has been basically unusable during primetime for about a month now. With very little feedback from the company and no improvements to the service at all, I canceled my account. My question to Slashdot users is: how long do you give a service to fix issues before you cancel the service, and how much leeway do you give the service's representatives in communicating issue with us? It seems to me that a few days is more than enough in the internet age; 3+ weeks is beyond reason. How long do you think is fair for services like this?"

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That depends (5, Funny)

ajyasgar (2449448) | about a year and a half ago | (#42772341)

Is the "online service" Oracle?

Re:That depends (4, Interesting)

girlintraining (1395911) | about a year and a half ago | (#42774273)

Is the "online service" Oracle?

No. It's just a collection of badly translated and hacked up anime that makes the fans cry everytime the logo "Funimation" splashes across the screen. There's websites dedicated to warning fans of what their next production will be, so they can snap up the fansubs before they vanish from the ethers.

Hearing Funimation is picking up your favorite anime is to an anime geek hearing that JJ Abrams is going to direct the next Star Wars. It's a KHAAAAAAAAAN! moment. Oh, and apologies to Star Trek fans... he got to you too. :(

Re:That depends (1)

jhoegl (638955) | about a year and a half ago | (#42774727)

Anime Ultima [animeultima.tv]
It might not be complete, but you have multiple sources and you dont pay anything.

Re:That depends (0)

Anonymous Coward | about a year and a half ago | (#42775469)

I must say, as an anime geek, this is news to me. You might want to spend less time looking at their bastardized-for-american-saturday-mornings work and more time looking at their other work. Panty and Stocking, for example. Totally NSFW, and hil-fucking-larious.

What exactly is this channel? (2)

Ark42 (522144) | about a year and a half ago | (#42772355)

More anime than what Funimation has on Netflix perhaps? Now you've given them free advertising, and I might just go sign up.

Re:What exactly is this channel? (3, Informative)

Anonymous Coward | about a year and a half ago | (#42772409)

Want Anime? Go check out crunchyroll.

Re:What exactly is this channel? (1)

ddxexex (1664191) | about a year and a half ago | (#42772561)

Probably not. Funimation puts lots of their stuff on different outlets (Netflix,Youtube, Hulu, etc.), but I usually notice that the things other sites are a subset of what they have on their own site.
For the shows Funimation doesn't license, Crunchyroll has a good selection in the states (and actually has some stuff for Europeans to watch). Seeing as you probably already watched most of the (worthwhile) Funimation shows, CR will probably keep you busy for a while, if you don't mind that it's subbed.

Re:What exactly is this channel? (1, Insightful)

Anonymous Coward | about a year and a half ago | (#42772757)

What do you mean "mind if it's subbed?" that's the preferred format.

Ever notice how anime has different voice actors in every show and for every character, while dubbed shows use like 3 voice actors for every show? Nobody in their right mind would watched dubbed anime unless they are illiterate.

Cruchyroll's just fine the way it is. There's also Crackle for some dubbed/subbed shows if you don't mind that.

Re:What exactly is this channel? (-1, Troll)

Anonymous Coward | about a year and a half ago | (#42773043)

weeabo

Re:What exactly is this channel? (-1)

Anonymous Coward | about a year and a half ago | (#42773055)

You are a retard.

Re:What exactly is this channel? (0)

Anonymous Coward | about a year and a half ago | (#42773161)

Obviously we need a show with Steve Blum, Crispin Freeman, the guy that voices Uther (Warcraft), and Elizabeth Mary McGlynn doing all the voices.

Re:What exactly is this channel? (1, Insightful)

Stormwatch (703920) | about a year and a half ago | (#42773539)

What do you mean "preferred"? Subtitled is the ONLY acceptable format.

Re:What exactly is this channel? (0)

Anonymous Coward | about a year and a half ago | (#42775687)

What are you, 14 years old? Obviously there are people out there who accept and prefer dubs, making your statement false by example.

Re:What exactly is this channel? (1)

Ark42 (522144) | about a year and a half ago | (#42775677)

I'm not going to pay money for subtitles. I prefer dubs, and I can already tell there are too many little kids posting in this thread below from the looks of it. Anybody who thinks dubs vs subs is anything more than personal preference and opinions needs to just grow up. I'm not going to argue any more about it, so back to what's important here. The selection on Netflix is limited, and I've watched most everything good there already, so I am looking for more sources (that doesn't involve torrents....), but only if it's in English (meaning dubbed).

Re:What exactly is this channel? (0)

Anonymous Coward | about a year and a half ago | (#42772643)

Netflix selection is heavily censored shit compared to what's on Funimation's site.

Depends (4, Insightful)

Osgeld (1900440) | about a year and a half ago | (#42772377)

If I pay for it, they better be telling me something reasonably accurate

If I dont, then they dont owe me squat and it will be back when its back

Re:Depends (4, Insightful)

sandytaru (1158959) | about a year and a half ago | (#42772489)

Pretty much this. I'll give something a few weeks or even a few months if it was a free service and the only monetary contribution I made toward it was turning off AdBlock. But it it's something I paid for, even a token amount like $5 a month, it better damn well be fixed in a few days. If it's not fixed by the time the next billing cycle rolls around, it's definitely cancellation time. I'll find a free version, or a better service that gives me value for my money.

Re:Depends (0)

Anonymous Coward | about a year and a half ago | (#42774289)

I look at it the same way, but it can depend on quite a bit more.

If it's a streaming video service that doesn't show me video, it better be fixed fast, because that's everything it's supposed to do and it doesn't.

On the other hand, Salesforce takes years to get their MS Office plugins updated to work from version to version of Office, but we don't cancel that or demand our money back. We're getting most of the utility we're supposed to get, so we (admittedly) compromise. Plus they've got you locked in contracts.

I pay for XBL and for games like Call of Duty. XBL breaks once a month or so, where you can't log in to use any online services. The CoD systems have been broken in one form or another, every title, both companies, for the last five years. I still pay for XBL and buy the new titles when they come out and deal with the half-assery.

Re:Depends (1)

Pharmboy (216950) | about a year and a half ago | (#42774801)

Plus they've got you locked in contracts.

That is like calling rape, "sex" simply because they have you locked into the sites of a gun. Either way, you are getting screwed, but the contract doesn't make it less offensive, it makes it more so, since you would expect it to be updated quickly, as you are paying money AND doing so under a contract.

Re:Depends (1, Interesting)

malacandrian (2145016) | about a year and a half ago | (#42772681)

If I pay for it, they better be telling me something reasonably accurate

There should be clauses in your SLA defining what they have to tell you and when, as well as financial penalties for failing to deliver uptime and/or information. If you don't have an SLA then what are you doing paying for it?

Re:Depends (4, Interesting)

dakohli (1442929) | about a year and a half ago | (#42772821)

If I pay for it, they better be telling me something reasonably accurate

There should be clauses in your SLA defining what they have to tell you and when, as well as financial penalties for failing to deliver uptime and/or information. If you don't have an SLA then what are you doing paying for it?

It is called "Customer Service". I don't really care if there is an SLA, if the service isn't good, I will contact them, and if I'm satisfied I will continue, if not I will cancel

Case in point is Sirius Satellite Radio. last year just before I paid for the next year they dropped a station that happened to be what I mostly listened to. When I called them up, they offered a reduced rate. This year when it was time to renew, I called them up and they again offered me a discounted rate. I'm still with them because I am paying what I consider is fair for the service. If they do not offer me a discount next year I will drop it. How long you will wait, or accept unacceptable service is up to the individual. I know some that will cancel at the drop of a hat. I tend to be a little more patient, but once I cancel, I don't bother going back, ever

If more people voted with their feet, these companies might get the message.

Re:SiriusXM (5, Informative)

caballew (2725281) | about a year and a half ago | (#42773943)

Case in point is Sirius Satellite Radio. last year just before I paid for the next year they dropped a station that happened to be what I mostly listened to. When I called them up, they offered a reduced rate. This year when it was time to renew, I called them up and they again offered me a discounted rate. I'm still with them because I am paying what I consider is fair for the service. If they do not offer me a discount next year I will drop it.

I found that if you disable auto-renew, then when it's renewal time they don't cut you off for a few weeks while they try desperately to contact you. After a week or so, finally answer the phone and tell them their service is too expensive. Every year, they "check" with a retention supervisor and then offer me a reduced rate of ~$6/mo if I prepay for a year. That's less than 1/2 of their regular rate.

Re:SiriusXM (1)

dakohli (1442929) | about a year and a half ago | (#42774691)

I don't use auto-renew, but get an email a month before the renewel is up.

I think they are pretty desperate to keep subscribers, I don't know anyone yet, who has been refused a discount

Of course, I do not mind kicking them to the curb if they fail to offer me one. :-)

Re:Depends (0)

Anonymous Coward | about a year and a half ago | (#42776599)

a/c 'cos I used to work there. Interesting times were when there was a Big Fault on the system, like the upload to a satellite going down. Customers would be cut off for 24 hours, and when they called to complain they'd be offered a thirtieth of their monthly subscription as a discount. Funnily enough many of them rated a single day of missed service at much more than they were actually paying for it -- thirty times more, perhaps. I've got no doubt that this was a genuine feeling, and I don't raise this to be snarky about customers or the company, but I think it's an interesting psychological effect.

Re:Depends (0)

Anonymous Coward | about a year and a half ago | (#42773985)

Just bear in mind that you don't owe /them/ squat either. You never owe loyalty to a /company/, only ever money. I suppose you might voluntarily grant loyalty to some of the people who work there, but I'm afraid I'd approach even that with caution.

It seems to me that a few days is more than enough (-1, Troll)

Nutria (679911) | about a year and a half ago | (#42772389)

ISTM that you're an unreasonable little snot, since the speed of the resolution of the problem is completely dependent upon the cause of the problem.

What is reasonable, though, is timely customer feedback.

Re:It seems to me that a few days is more than eno (4, Insightful)

pla (258480) | about a year and a half ago | (#42772575)

ISTM that you're an unreasonable little snot, since the speed of the resolution of the problem is completely dependent upon the cause of the problem. What is reasonable, though, is timely customer feedback.

Sorry, but 100% wrong. Yeah, timely feedback (including the magic phrase "prorated refund for downtime") will buy you a few days (at most). But if I actually pay for your service, I don't give two shits if your only datacenter just got hit by a Tsunami - Get your service back up now, or by next week your competition will provide it for me.

Re:It seems to me that a few days is more than eno (-1)

Anonymous Coward | about a year and a half ago | (#42772785)

This is plus 5 Insightful? More like plus 5 Sad. Or are most people here Americans with scientifically proven zero empathy.

Re:It seems to me that a few days is more than eno (1)

Anonymous Coward | about a year and a half ago | (#42772875)

There is no room for empathy in the business world. If you can't provide for any reason, your competitors will be happy to take over your place. Survival of the fittest and all that...

Re:It seems to me that a few days is more than eno (4, Insightful)

sumdumass (711423) | about a year and a half ago | (#42772933)

Empathy has nothing at all to do with it. I can feel bad for a destroyed data center owner but that feeling does not negate the reason and purpose for using them in the first place. the bottom line is that there is no reason to have an ISP that doesn't allow you to get online, there is no reason to keep buying bus tokens when you do not ride the bus, and there is no reason to continue paying for an online service when they cannot deliver whatever it is that you needed in the first place. In most cases, if the service or whatever was needed, it will likely need to be usable therefore replicated when the service isn't provided. Being sad or feeling sorry for the service doesn't change that.

Re:It seems to me that a few days is more than eno (4, Insightful)

pla (258480) | about a year and a half ago | (#42773069)

This is plus 5 Insightful? More like plus 5 Sad. Or are most people here Americans with scientifically proven zero empathy.

"Empathy" means the ability to understand and share the feelings of a fellow human. Mitt's assertions to the contrary aside, "businesses are [not] people too". So empathy has nothing to do with it.

A business exists solely for the exchange of goods and/or services for money (or other goods and/or services). If a business can't provide me with the goods and/or services I want, they have no reason to continue to exist for all it matters to me. I would only even give them that few days I mentioned to restore service, as a matter of convenience to me - If I could realistically switch ISPs, for example, 15 seconds after discovering my internet had gone down again, Verizon could kiss my hairy white ass goodbye.

Now if you want to talk about loyalty - I have loyalty to my friends. I have loyalty to my family. I have loyalty to people that have given me a reason to care about them. The company that, despite my opting out of everything possible on their privacy policy still has their "partners" send me life insurance offers once a month? Yeah, not so much loyalty there - More like "simmering resentment" that such complete bastards manage to have the best game in town.

Re:It seems to me that a few days is more than eno (0)

Anonymous Coward | about a year and a half ago | (#42773967)

Ask the native american indians how much empathy corporations and governments gave them.

Re:It seems to me that a few days is more than eno (1)

HiThere (15173) | about a year and a half ago | (#42774855)

Well, to be fair, many of the US *people* didn't give them much empathy either. It wasn't as bad as it is portrayed on TV, but it was pretty bad. And many of the people who were most abusive were in very powerful positions. Which means that the actualy suffering was considerably WORSE than is shown on TV.

OTOH, there are currently more AmerInds living than existed when Columbus "discovred" the place. (And I'm not counting the ones who have been thoroughly assimilated.) But their cultures have been largely destroyed.

It is interesting to speculate how things would have worked out if the "French and Indian War" hadn't encouraged the white settlers to think of the indians as "savage brutes". (The French taught scalping to the indians at that time.) But it's also clear that large numbers of settlers weren't willing to grant any rights to other humans when they weren't forced to. Fraud and deceit was used against the Indians ever since Henry Hudson "bought" Manhattan island. (Rumor says he bought it from a tribe that didn't live there. Other rumor says that they thought of it more as a long-term lease. And a few claim that the indians felt they got a fair price. No particants are available to testify.)

Re:It seems to me that a few days is more than eno (2)

Aserrann (1029174) | about a year and a half ago | (#42774323)

This is kind of situational. Overall, I would agree with what you say, but there are some limits. For example, say I have a subscription to a business. It has always had great service and customer service, and I've been with them for years. Then their data center or whatever gets hit by an earthquake, but they assure me they will be back up soon. You feel I should cut my subscription and go with a random other business I've never used, just because my preferred company is offline briefly?

Re:It seems to me that a few days is more than eno (1)

AK Marc (707885) | about a year and a half ago | (#42774067)

Emphathy for whom in relation to what? I don't feel empathy for the service. The service has no feelings. I'm not making it sad when I cancel for non-performance.

Re:It seems to me that a few days is more than eno (1)

thegarbz (1787294) | about a year and a half ago | (#42774509)

Empathy is something reserved for tragic and unfortunate circumstances completely outside the control of the person.

If a person get's t-boned at an intersection and loses his leg I feel very empathetic towards them. If a person is doing 180km/h in a school zone, highsides his bike and then loses his leg, little empathy for me, I can only hope that he never gets on the road to spare others from his stupidity.

If a person loses his house in a fire and gets screwed over by the insurance company, I feel empathetic. If a person ends up on the news saying "oh we only moved 6 months ago and didn't have time to sort out insurance", little empathy from me. It could have been avoided with a 10 minute phone call, and where I live he had a 1 month grace period to arrange that.

This also applies to businesses. You're an online service. People entrust you with their data. If your ONLY datacentre gets taken out and you can't get back online quickly then there's little empathy. If all of Amazon's datacentres suddenly exploded all at the same time then I'd be quite empathetic. It all depends on how avoidable things are. It's a business, your insurance can buy you a new datacentre. It's your job to keep your customers happy. If you've been taking their money all these years without investing in hardening your infrastructure, expect little empathy from me.

Re:It seems to me that a few days is more than eno (2)

smpoole7 (1467717) | about a year and a half ago | (#42772659)

> since the speed of the resolution of the problem is completely dependent upon the cause

The speed of resolution is dependent upon many things, including their competency, how well they *planned* for disruptions in advance and even how many employees they have. If they're just bottom fishers, a couple of guys running a service on an old Dell in their grandmother's basement, maybe I shouldn't EXPECT a quick resolution ... but then, they shouldn't EXPECT to stay in business.

Sometimes things happen that you can't plan for, but they have a tendency to affect a lot of other services at the same time. Hurricane Sandy knocked out a bunch of stuff Up Nawth. (The company that I do freelance writing had already scheduled me to do an article on transmitter efficiency, then disappeared: their mail service provider was underwater.) Fine; I understand and I can be patient.

I'd need to see evidence that the OP's outage isn't caused by stinginess (refusal to have backup systems for 'zample) or just plain incompetence.

Hate to say it, but speaking from experience, almost anytime you see a business go down and stay down for weeks on end, it's either because the Russians have invaded, or they're in deep money trouble and have to scrounge for the bucks to replace the dead stuff. I rather suspect that the latter is the case here for the OP. In that case, yes, I cancel and go elsewhere. Too bad, they have my sympathies ... but they no longer have my money, either.

 

Re:It seems to me that a few days is more than eno (1)

Rukia (1306257) | about a year and a half ago | (#42775031)

Streaming isn't a primary business for funimation, they make money off of dvd/bluray sales. I think it more likely that they both aren't dedicating many resources to the service, and that they really aren't particularly competent. That's speaking as someone that buys a fair number of their disks and regrets it sometimes when they make some boneheaded and/or lazy decision there.

Re:It seems to me that a few days is more than eno (1)

Anonymous Coward | about a year and a half ago | (#42772739)

The Funimation Roku channel has been basically unusable during primetime for about a month now.

ISTM that you're an unreasonable little snot

You're a raging douchebag.

It doesn't seem to me that you're a raging douchebag, no - you are a raging douchebag.

Low Tolerance (0)

Anonymous Coward | about a year and a half ago | (#42772393)

I've got low tolerance for things like this. Just about all companies try to rip you off in one way or the other. I've become frustrated and just keep my money. Fuck em.

it took me 3 years to get earthlink to fix my dsl (3, Informative)

josepha48 (13953) | about a year and a half ago | (#42772397)

yes 3 years before they sent an AT&T person to my house to look at the wires. He then fixed it in minutes. It now works fine. Yes I still have DSL only because my Comcast cable TV goes out monthly. At least if I loose cable I can still watch netflix, hulu and online stuff.

Re:it took me 3 years to get earthlink to fix my d (1)

NIK282000 (737852) | about a year and a half ago | (#42772775)

I too am a DSL user (up in the great white north) the lines are over 50 years old here so we have the bell guy up a ladder at least 3 times a year. They usually get to it within a day but they never really fix the problem.

Re:it took me 3 years to get earthlink to fix my d (0)

Anonymous Coward | about a year and a half ago | (#42772787)

It took Verizon *eight* years, so far, to fix a POTS problem for me. They couldn't find my (temporary) house and never installed the phone, so I cancelled the order and got my first cell phone instead. Later on I found they had changed my listing in the paper phone book to the new address, with the phone number that I never received. After a few months I moved back to my own house, but the phone book was wrong for the next 7+ years. Just checked the most recent paper phone book and it still has that wrong number along with another number I had for 19.2kb dialup access, which I cancelled at least a decade, maybe 15 years ago, and still doesn't have my real phone number (which is OK because I transferred it to another carrier several years ago).

Re:it took me 3 years to get earthlink to fix my d (1)

foniksonik (573572) | about a year and a half ago | (#42773179)

You get and keep phone books?

Re:it took me 3 years to get earthlink to fix my d (1)

antdude (79039) | about a year and a half ago | (#42774083)

You're lucky. I have to use dial-up modem on crappy copper phone lines. It only goes about 3 KB/sec even on 56k modems (only connects at 28800). :(

Re:it took me 3 years to get earthlink to fix my d (4, Interesting)

AK Marc (707885) | about a year and a half ago | (#42774087)

I lived with broken DSL for 3 months before I sent a letter to the FCC complaining. I copied the line owner and the service provider, and the problem was fixed within 48 hours of me sending the letter, probably before the FCC even received my complaint. And yes, the FCC did follow up on my complaint.

You give it as much time as it's worth to you (5, Insightful)

eksith (2776419) | about a year and a half ago | (#42772399)

I assure you there are folks who would give any service of their choosing as much time as they like if they think it's worth while to wait. Can be three weeks like for you or it can be maybe a few months even. Loyalty is a personal thing, but companies that do poorly with service tend not to have many clients/customers unless they offer something unique and/or interesting. And loyalty is very fickle.

Re:You give it as much time as it's worth to you (1)

DavidClarkeHR (2769805) | about a year and a half ago | (#42772537)

I assure you there are folks who would give any service of their choosing as much time as they like if they think it's worth while to wait. Can be three weeks like for you or it can be maybe a few months even. Loyalty is a personal thing, but companies that do poorly with service tend not to have many clients/customers unless they offer something unique and/or interesting. And loyalty is very fickle.

Well, yeah. This.

But I don't think it is loyalty, exactly. More of a dedication, or a trust. And it's easy to maintain that trust through good communication, status updates or accurate repair timeframes. Having a status report filled with "progress" updates that don't really mean anything isn't deceptive, because the medium IS the message - the content is irrelevant.

Re:You give it as much time as it's worth to you (1)

ChrisMaple (607946) | about a year and a half ago | (#42776199)

A stock screener that shall remain nameless has been partially broken for two months. The screens that I used to be able to run in 20 minutes now take about 80 minutes. This is inexcusable, especially since I pay $200 a year for the service. But what am I going to do about it, other than complain? The results are worth about $25,000/year.

Only Online Services? (1)

Anonymous Coward | about a year and a half ago | (#42772407)

One of the problems that irks me is that companies are doing the same thing with their hardware products also. They're sold as firmware upgradable but then there are many companies that even if they do deliver a token "upgrade" here or there, they're still full of bugs. Without loss of generality here, I'll mention that I faced this problem with the original WD TV HD. Sold as firmware upgradable but had lots of bugs. I held out for firmware upgrades to address my A/V sync issues, other bug fixes, and maybe an enhancement or two (usb network dongle support would have been nice). Shortly after, I see new products (5 or so in a year) released by WD that address some of these issue. So much for firmware upgradable.

I would want some kind of compensation to stay (3, Insightful)

cgimusic (2788705) | about a year and a half ago | (#42772415)

If it goes beyond 5 days I would expect a reduced bill for the time the service was unusable that month. If I didn't get one I would definitely cancel.

Re:I would want some kind of compensation to stay (2)

steviesteveo12 (2755637) | about a year and a half ago | (#42772793)

In particular because they should recognise that the customer has all the power there. I normally won't cancel a service I'm using because I'm using it so it takes a lot to make me cancel. If I can't use the service, though, they should recognise how fragile their hold on me is.

They want to fix it? (1)

gmuslera (3436) | about a year and a half ago | (#42772417)

See facebook, that had for years privacy issues, and instead of fixing them they kept getting worse. Now, ask the people that is still there your question.

Re:They want to fix it? (1)

Anonymous Coward | about a year and a half ago | (#42772469)

I am noticing a pattern. The lower the slashdot ID number, the poorer the grammar.

Re:They want to fix it? (1)

DarwinSurvivor (1752106) | about a year and a half ago | (#42772477)

See facebook, that have for years privacy issues, and instead of fixing them they keep getting worse. Now, ask the people that is still there your question.

FTFY/p

Netflix (1, Interesting)

Anonymous Coward | about a year and a half ago | (#42772419)

I cancelled my Netflix account immediately after they raised my rates sans authorization and their CEO said in the newspaper "Let them drink large lattes."

I give corporations zero leeway. I pay for a service. If it changes sans authorization/notification, they can fuck off. If they lose the ability to provide the service, they can fuck off.

More people should tolerate less.. (0)

Anonymous Coward | about a year and a half ago | (#42772421)

More people should tolerate less delays for things like this, but, sadly including myself among this majority, it's usually just too much of a hassle to cancel the service and re-join when they finally fix the issues. Also depends how severe the issues are (are they debilitating or just minor inconveniences), how much I pay per month, etc.

SLA (1)

Anonymous Coward | about a year and a half ago | (#42772423)

It's called an SLA, if the service doesn't provide one go somewhere that does.

It's market forces (1)

segfault_0 (181690) | about a year and a half ago | (#42772435)

If there are alternatives, then the wait will probably be short. If there aren't, then you should suck it up as long as you can.

Keep in mind, if you pay for service and they don't provide it, you are due a refund. This is quite separate from whether or not you choose to do business with them in the future.

About as long as my attention span ... (0)

Anonymous Coward | about a year and a half ago | (#42772449)

Taking into account that I'm neither a "baby boomer" nor was I raised on TV; I had to walk several blocks to watch TV at a friends house and only one channel from a distant station was watchable.

In a practical sense, the third or fourth time I fail to connect - if I remember.

Last year DSLReports.com was down for 2 weeks (0)

Anonymous Coward | about a year and a half ago | (#42772453)

It is amazing someone didn't roll out a similar site to take over all of their userbase

How long? (2)

Kwyj1b0 (2757125) | about a year and a half ago | (#42772491)

This is such a vague question that it cannot be answered in a sensible way. It depends on the service, and alternatives. If I have no alternatives, I am out of luck. On the other hand, if there are dozens of options, I'd switch as soon as I believe the alternatives would provide better value for money. If it is a critical service (depending on the application), even a few minutes might be catastrophic.

The re-compensation issue should be dealt with in the service level agreements/TOS (including no-cost cancellations).

As for communicating problems, I'd expect to be kept in the loop - each time they make a new estimate of restoration time, I should be send a notification by my medium of choice. It is unacceptable that a paying client have no idea when service would be restored. Obviously, as problems are discovered, the estimate will be modified. But I still would want to have the latest estimate (especially for work-related services).

Inspiration.... (1)

swampfriend (2629073) | about a year and a half ago | (#42772513)

I know this is a little bit like sneering, but how appropriate that this question to the Slashdot community was inspired by Funimation Roku.

Depends on price. (1)

pla (258480) | about a year and a half ago | (#42772523)

If I get something for free, then obviously not an issue. File a bug report, and if they don't fix it before you lose interest, move on, but you can't really complain too much about it.

If I pay for a service, then my willingness to put up with outages depends entirely on their willingness to not charge me during downtimes.

Now, if I need the service in question, they only get a few days before I find someone else to provide it, regardless of free or not.

Note that this assumes having no real contract in place specifying an SLA. If you have that, then you have the acceptable downtimes and repercussions for exceeding them all nice and neatly spelled out.

My Animes (-1)

Anonymous Coward | about a year and a half ago | (#42772527)

boohoo a bloo hoo hoo

I miss sailor moon! boo hoo hoo

A number of factors (4, Interesting)

sjames (1099) | about a year and a half ago | (#42772545)

My willingness to give them a chance would depend on a number of things:

  1. Am I getting credited for the outage time?
  2. Did they offer it or did I have to ask/demand it
  3. Are they willing to talk about what's gone wrong and how long they think it will take to fix?
  4. How have they treated me in the past.

Re:A number of factors (1)

PhotoJim (813785) | about a year and a half ago | (#42772929)

This. Stuff happens - but if companies aren't communicating with me and giving me some sort of consideration for my lost value (if warranted, and it seems warranted here), I have every right - morally and legally - to wander elsewhere.

you answered (1)

Anonymous Coward | about a year and a half ago | (#42772717)

your own question

"about a month"

It's all a question of elasticity (1)

vawarayer (1035638) | about a year and a half ago | (#42772741)

Basic economy theorem: elasticity. Can you find similar service somewhere else at competitive pricing? Then why not get the $ out ritta way?

Re:It's all a question of elasticity (0)

Anonymous Coward | about a year and a half ago | (#42772895)

Good point about being able to replace it. I have Comcast, and they're too cheap to use watertight connectors so my cable goes out every time it rains. I live in the Seattle area so it's a major problem. They have a government-granted monopoly in the city where I live so I can't replace them. We all live with it here because we can't buy service from anyone else.

Then snitch on Comcast (2)

tepples (727027) | about a year and a half ago | (#42774969)

I have Comcast, and they're too cheap to use [proper materials for the climate]. They have a government-granted monopoly in the city where I live so I can't replace them.

When you reported Comcast's failure to use proper materials to the local government, what reply did you get?

Re:Then snitch on Comcast (1)

Anonymous Coward | about a year and a half ago | (#42775525)

In my case, I talked to a high-level employee with the city and a city councilman. David Kerr, the city of Bellevue's franchise manager, said there was nothing the city could do because they have a long-term contract with Comcast that doesn't specify a relief for nonconformance. I asked about it at a city council meeting, and Grant Degginger said he would look into it. He's a great guy that has done good things for residents of the city, but in this case, he got nowhere. Comcast claims that because I live in a city, it's just too expensive to provide good service. I understand that it is expensive to dig-up buried service under sidewalks and city streets, but that is no excuse. The local power company (Puget Sound Energy) has a lot of trouble with water, but my power is down less than once a month on average. Just last week they replaced a utility vault (behind Tully's on the corner of 108th & Main) because it was flooding and knocking out the power to the block.

Re:Then snitch on Comcast (0)

Anonymous Coward | about a year and a half ago | (#42775637)

Degginger is never going to do anything to Comcast. He and his company have free service from Comcast. Email degginger@comcast.net to ask him about that bribe.

OH! This Isn't About Bank of America (4, Interesting)

reallocate (142797) | about a year and a half ago | (#42772789)

At first glance, I thought this was about Bank of America's day-long outage yesterday. On the first of the month, phone, ATM and online access was gone until late in the evening Eastern time.

Re:OH! This Isn't About Bank of America (1)

Anonymous Coward | about a year and a half ago | (#42772939)

I also got screwed by that too. BoA also had trouble with some of the back-end processes. My first direct depost paycheck from my new job bounced. Paychex charges a good bit for rerunning payroll so I'm stuck until Friday Feb 15 until I get paid. Also, my unemployment deposit from WA for the previous week did not go through. That's going to be a huge hassle to get fixed. This is the first time I've ever not paid my rent on time, so I am pissed at BoA.

Re:OH! This Isn't About Bank of America (2)

sribe (304414) | about a year and a half ago | (#42773405)

I also got screwed by that too. BoA also had trouble with some of the back-end processes. My first direct depost paycheck from my new job bounced. Paychex charges a good bit for rerunning payroll so I'm stuck until Friday Feb 15 until I get paid.

It is your company's legal responsibility to pay you right fucking now! They should ask Paychex to rerun the deposit at no fee or reduced fee, and if their rep can't/won't do that, they should pay to have it rerun then take up the matter of being compensated for that expense with BoA. You, as well, should make sure that BoA sends a nice letter on your behalf to any account you paid late, explaining that it was their fault.

Re:OH! This Isn't About Bank of America (1)

Anonymous Coward | about a year and a half ago | (#42775561)

> It is your company's legal responsibility to pay you right fucking now!

Not in this state. The Department of Labor here can allow a company to refuse to write paychecks and require direct deposit. Several companies have gotten away with not paying low-level employees that don't have bank accounts. My brother was never paid by Tatley-Grund construction. He worked as a low-level construction site janitor, and he didn't want to open a bank account because he owed back taxes.

The allowing pay only on regular pay cycles is a bit more of a fuzzy issue. My girlfriend is a bankruptcy attorney, and she claims it is legal to wait to the next pay cycle while some of her coworkers claim it is not. After being screwed by several large companies on pay, my guess that legal or not, the employer will be able to get away with not paying their employees.

Re:OH! This Isn't About Bank of America (0)

Anonymous Coward | about a year and a half ago | (#42774571)

Bank of America's website is down more than ANY other online service I use. It's pretty pathetic.

nt (1)

shentino (1139071) | about a year and a half ago | (#42772797)

I'd prefer to make it a race between them and the competition

depends if i can replace it real soon (1)

vikarti (1309635) | about a year and a half ago | (#42772817)

If it's not critical or I immedeatly think I can replace it (even if service itself thinks they are unique): 1 days(and for it doesn't matter if it's happen on USA Independence Day or Chinese New Year), to get at least some response on what's going on. 1 week to fully solve issue. if it's critical...start with above but will scout net for replacements, if where are REALLY no replacements...will try to make as much public uproar as possible to make issue fixed last 2 real issues with paid-for services: - first one - 3 tickets, about a week, end result - replacement for necessary functionality found for same price. account disabled on old service - 2nd one, in 2 days from time I was actually aware of issue:e-mail about my usage trigger error in their code. they are investingating and be back soon. (this look plausible for me given service nature and my data's nature). as apology for issue they give some free time on same billing plan I was on.

Depends on the circumstances (1)

the eric conspiracy (20178) | about a year and a half ago | (#42772839)

I lost all service from my cable provider for 10 days in November last year.

That was a serious inconvenience. However since it was due to a natural disaster I could hardly blame them.

Timeline (1)

Murdoch5 (1563847) | about a year and a half ago | (#42772893)

24 hours for a message explaining the issue, or the fact there is an issue

48 hour updates on how the issue resolution is going

After 1 week a full month refund with no questions

Down time longer then two weeks, ask the community for help.

Honesty and Competence (1)

mlookaba (2802163) | about a year and a half ago | (#42772897)

If a customer service rep says something to me like "I'm sorry about this. It's our fault and we're trying to correct it as soon as possible." that goes a long way, and will buy them some time (the amount of time depending on how critical this service is to me). Even more important is getting *real* tech support when you need it. A warm body answering the phone and telling me they will pass it along to someone else is not sufficient. If I have those two things I'll be very forgiving, because I know how hard it is to get them.

Back in the day, my dial up internet provider was bought by another company that was obviously unprepared to handle the workload. It was pretty bad, so I tried to cancel. The service was down constantly, the customer support line was always busy, and the answering service message was "this voice mailbox is full". Emails bounced back with "this user is over the quota", and there was no other way to contact them. Even a registered letter was never picked up because the post office was unable to make delivery. Apparently they decided that it wasn't important to have live people, a physical office, or any contact at all with their customers. It took 2 months to make them quit billing me. After finally managing to cancel my service, I sent them a goodbye present to the corporate office. It was a medium size box lined with plastic, and filled with all the dog feces I could collect from my back yard, and a laminated picture of a random guy flipping the bird. The note said "Thanks for the shitty service".

On the other end of the spectrum, my current web hosting service had some issues that caused them to shift servers proactively for performance reasons. One of my PHP scripts broke, and I contacted support via chat. The guy who answered got the URL from me, looked at the code, and helped me fix it on the spot. It really wasn't even their problem. It was crappy coding on my part. That's the only time I've ever had to talk to their support in 10 years, so I don't know if that's typical or not. Because of that, I'd stay with them if they were out for a month, maybe even two.

Things have been quirky for more than a month (4, Informative)

Kagato (116051) | about a year and a half ago | (#42772983)

Funimation has had ongoing problems with their website for over a year. They continually have problems with site performance, video player performance and have pretty routine crashes. They have been calling their website Beta since 2011.

Re:Things have been quirky for more than a month (0)

Anonymous Coward | about a year and a half ago | (#42773319)

Yeah, I had signed up in December, but didn't even renew it.

The videos took too long to buffer, they would lose the buffer quality was low, and navigation in the site didn't work.

Website may be beta but... (1)

mwooldri (696068) | about a year and a half ago | (#42775641)

... the Roku channel in question is most certainly not termed as "beta" in any shape or form. Neither is their Android app (can't say about the Apple one, no Apple product here).

I do see the same problems... anytime after 6pm of a weekday evening the Roku app is slow to load, and does crash my Roku (yes, it's a N1000 but it still gives good service for a device that initially came out just for Netflix). The Android app at least is more stable but its interface is quirky and requires some figuring out.

Funimation on Roku - best usability but worst reliability.
Funimation on Android - worst usability, best reliability.
Funimation on website - balanced between the two.

IMO the Funimation Channel should be taken "private" on Roku until a reliable service is in place. When it works right, then customer satisfaction will be better. But with competitors like Crunchyroll coming along, who knows?

But then I think Funimations' main business is to distribute the shows and to dub (re-version) into English, and make sales on DVD distributions, which is their chief source of income apparently. Obviously streaming isn't their #1 priority. IMO Funimation should get in contact with Amazon and work something out, as Netflix uses Amazon's service to do video distribution.

And what about a free service? (0)

Anonymous Coward | about a year and a half ago | (#42773041)

A friend of mine has an issue where someone is posing as her on Facebook with a well-photoshopped picture of a woman standing in just panties with my friend's face shopped on (lighting and shadows added). The fake account keeps making friend requests to her real friends. This has been going on for nearly a week, and she and many others have reported the profile as fake, impersonating her, and the profile picture as against FB policy, but no one from Facebook is doing anything, possibly because some tier 1 flunky sees the names don't match and assumes no impersonation is occurring. How long before this become's FB's problem from a legal standpoint since they're tacitly supporting the behavior?

FYI, before someone jumps in saying "this is why I don't use Facebook", this can happen even easier to someone who doesn't use Facebook, and it would be theorically harder to clear up.

Re:And what about a free service? (1)

Rob the Bold (788862) | about a year and a half ago | (#42773983)

A friend of mine has an issue where someone is posing as her on Facebook with a well-photoshopped picture of a woman standing in just panties with my friend's face shopped on (lighting and shadows added). The fake account keeps making friend requests to her real friends. This has been going on for nearly a week, and she and many others have reported the profile as fake, impersonating her, and the profile picture as against FB policy, but no one from Facebook is doing anything, possibly because some tier 1 flunky sees the names don't match and assumes no impersonation is occurring. How long before this become's FB's problem from a legal standpoint since they're tacitly supporting the behavior?

Our AC friend has a good point here. We're tempted to say "you get what you pay for" in regard to a free service, but actual harm (to finances, reputation, person, property, etc.) is quite a bit worse than nothing. My father-in-law said this very thing happened to him a couple weeks ago -- minus the photochopped sexy, fortunately. The impostor was friending (re-friending?) his friends and ultimately asking for money. I think my father-in-law was tipped off by another pastor that he went to seminary with who suspected something fishy and asked the doppelganger a question about consubstantiation, transignification, and transubstantiation, in what I thought was a rather unusual method of revealing a facebook fraud.

FYI, before someone jumps in saying "this is why I don't use Facebook", this can happen even easier to someone who doesn't use Facebook, and it would be theorically harder to clear up.

There's something we should pay attention to. It's not just harder to clean up -- it would probably take you much longer to even learn of the impersonation. I assume that in my father-in-law's case, the lack of an existing account would have delayed arousing the suspicions of his friends, possibly allowing the faker to collect some real money.

Re:And what about a free service? (0)

Anonymous Coward | about a year and a half ago | (#42774893)

In this case we paid a heavy price, even if you didn't give them your money. Less and less fansub groups want anything to do with works that Funimation licenses, even if they just sit on those licenses (which they have done on a good amount of shows). As a result the only truly reliable way to get a lot of Funimation licensed animation has been effectively cut off in exchange for free SD streams that half of the time wont play properly and paid HD streams that aren't much better.

verizon is terrible, but i'm stuck (2)

eoi (1639585) | about a year and a half ago | (#42773095)

I have dsl in dc from verizon now, and service started getting worse about two years ago, and is now really bad. There are half days and sometimes full days when the connection drops and cannot be maintained, tho it will connect again for a minute or so, which is enough to get mail. My understanding from the bloomberg articles by Susan Crawford http://www.bloomberg.com/news/2012-12-25/merger-made-comcast-strong-u-s-web-users-weak.html [bloomberg.com] is that it's a capacity problem caused by monopoly collusion between Verizon and Comcast: Verizon makes more money from smartphones, so Verizon is letting its dsl capacity go to hell while increasing wifi capacity. Of course, Verizon stopped extending fiber in dc before it reached my neighborhood (same lousy collusion), so that's out. I was taking online classes in Japanese, and sometimes it seemed to help if I called Verizon and begged them to "shift me to the good network" -- I'd have an hour or so to take my class. Unfortunately, I believe my only alternative is Comcast, which I believe is limiting capacity and trying to force everyone to use its movies, which don't count against the monthly limit. I really hate that -- I'm old, I remember IBM, Ma Bell, AOL, all the other monopolists (now I think Google and Facebook are heading that way). It's a case study in Acemoglu and Robinson's "Why Nations Fail" -- the U.S. won't modernize to fiber because of powerful economic groups with congressmen in their pockets. Sorry about the rant, but this is a very sore point with me!

Depends on the payment / trial cycle. (1)

PotatoHead (12771) | about a year and a half ago | (#42773211)

Generally, I'll sample during a trial because that's a freebie. If I've paid in, they get that cycle to sell me.

Comcast? (0)

Anonymous Coward | about a year and a half ago | (#42774037)

The answer depends on how many other options you have. In my neighborhood, Comcast is the only cable provider. More than two weeks after high winds caused the coax line to pull free from my house, it's still laying in my driveway. Three days ago I called to check the status on my then ten day old service request. They had no record of it, even though I spent 20-25 minutes on the phone confirming my account details and physical address. So, they set up a new request and promised it would be resolved within 72 hours. Guess what? 72 hours have passed and still no sign of a technician and no contact from them whatsoever.

I had Comcast several years ago and they were awful then, but unless I go the satellite + DSL route, I have no other option besides OTA, which is looking very attractive right about now.

Bottom line: Comcast treats their existing customers as if they're not appreciated.

Depends on the exscuse or lack of one (0)

Anonymous Coward | about a year and a half ago | (#42774863)

They can cooky coat it all they want so long as I'm not being lied to, cheated, and so forth.

A good example of a company I'd never do business with is Comcast. The company outright lies constantly. They advertise speeds and don't deliver. They make it out to appear your getting speeds several magnitudes greater than DSL. However it isn't true. DSL advertises 10mbps and if the lines are capable of it you'll actually get it. Not just at off-hours either. Comcast slows down at prime time when MOST people area actually on. Now- there are some cheap ass DSL providers too which have been supplying insufficient bandwidth from the CO although the difference here is one is capable from a technological perspective of providing the advertised speeds and the other just isn't. Comcast would have to stop advertising itself as faster than DSL for me to even consider switching.

Then they outright lie about cost increases. When my parents were forced to move from less than basic analog cable to digital they put me through a nightmare of giving us boxes, forcing us to rewire the place, and then taking them all back! Yea- that is right. They mucked up and said we needed the boxes but in actually it was basic cable subscribers who needed them and the less than basic subscribers didn't. At least not for another 5 months. 5 months later they repeat and we go through the same thing all over again. Ultimately they are charging something like $5 per box and my parents have 5 TVs. They were paying $14 USD. Now if they want to have less than the same service (they lost channels too in the switch to digital) they had to rent 2 boxes at $5 a piece. So there was a significant increase in price from $14 to $24. The representatives REFUSED to acknowledge a price increase.

Now I purchased something from a company which is doing a lot to improve support for free software. The company is little even if it is one of the larger companies focused on the GNU/Linux market. The company mucked up TWICE in sending me a product I had ordered. Any other company and I'd have ordered elsewhere after I got the wrong item twice. However I was kept well informed and given options. After the 2nd much up they told me exactly what they believed happened. They thought it was a new employee (which it was partly). The new employee sent out the wrong wireless card without the antennas. However it turned out that the only mistake the new guy actually made was mising the antennas. The 2nd time it was realized that the stock was incorrectly labeled. They got the antennas + card right but it wasn't the right card still due to the wrong labeling. Ultimately I asked for a different product so that it wouldn't happen a third time and/or I wouldn't have to wait from them to ship the right item from a different distribution center. I got two items I can't use- but I wasn't asked to send them back AND they sent me a more exspensive wifi adapter when I asked for a different product without any charge. Plus I was told not to send the cards back that wrere sent in error because it was there fault and I shouldn't have to pay for there mistake. Now that is how you do business! Plus I give them credit because there doing so much with so litte (in terms of people and money and pushing free software development forward AND contributing all at the same time in various ways).

Time I Am Willing to Waste (0)

Anonymous Coward | about a year and a half ago | (#42774897)

Five minuets is long enough.

Why an SLA? (1)

LVSlushdat (854194) | about a year and a half ago | (#42774989)

I signed up with a virtual private server vendor, who had a super-good price on a Xen-based Debian server. I noted that they had what seemed to be a fairly good SLA (99.9% uptime). I signed up originally on month-to-month to see how they performed, and was pleasantly surprised, so I then switched to semi-annual on the Xen server. I needed another node for another project, and determined that one of their OpenVZ slices would do the job at a lower price. A few weeks after signing up for the OpenVZ slice, I was notified about a maintainance window coming up on the host that my OpenVZ slice was running on. The window was listed as approx 45 min to do some a/c power shuffling around at the datacenter.. All well and good. The maintainance window came and went, no vps...Nothing from trying to boot the server from the SolusVM console. So, I put a ticket in, got told that the node my vps was on had problems and was not coming back up. Ok so far.. They're gonna bust their SLA on this one.. I replied back on the ticket to see if they had ANY estimate of recovery.. Silence.. Next morning.. still silence, still no vps.. That afternoon.. still silence, still no vps.. Finally I hit their facebook page and finally got some satisfaction.. Finally after over 24 hours, the vps came back up... Wondering what compensation they'd give for an over 24-hour outage, I put a ticket in asking that very thing.. No reply for several days.. Finally I decided to call them.. Come to find out, they claimed, since this was a maintainance window, there was no SLA compensation due... Huh??? The window was 45 min.. the server was down over 24 hours.. After a semi-nice but firm email reply to them on my original ticket, they opted to provide a "courtesy credit" of 1/2 month.. Not gonna name the vendor because *other* than this issue, they've been great..

Funimation fails if you block ads, so cancel them. (0)

Anonymous Coward | about a year and a half ago | (#42775141)

Every web page from Funimation.com is loaded with ads. If you use adBlock+, their videos will not play.
It is unacceptable for a site that you pay for to force ads on you as well. So I cancelled them and I won't renew, ever.

It's a cartoon channel (1)

Animats (122034) | about a year and a half ago | (#42775229)

It's a cartoon channel. You expect a SLA for that?

However, they are unusually clueless. www.funimation.com [funimation.com] is nothing like valid HTML. It's an obfuscated Javascript file with a starter bit of Javascript to execute it. But it doesn't work because the character coding is wrong. I'm not sure whether their site has been hacked, or whether their site is a hack.

Ask Netflix or Time Warner (1)

gelfling (6534) | about a year and a half ago | (#42775455)

This year Netflix was down 30 hrs and Time Warner had a 39 hour outtage. That seems about right to burn their offices down and kill them all.

Timely Article (1)

laing (303349) | about a year and a half ago | (#42775751)

I can truly sympathize with the OP. My 300 Mbps Verizon FiOS service has been broken for over a week now. Verizon claims it is a widespread outage, but apparently it isn't wide enough to get anyone to actually work on it. Today I reconfigured my network to use one of my kids' cell phones for the main Internet connection. Now it works better than it has for weeks, even though I'm only getting 6 Mbps of bandwidth. Upon my initial report Verizon insisted that everything was fine and that it must be my equipment. Two days later the techs showed up, and after two hours they flagged the problem as an "outage". I've called every day since then and they always claim that it will be repaired by 1pm the next day (or 1am if I'm calling in the afternoon). There is no evidence that anybody has worked this problem. The equipment in question is commonplace, and Verizon has the resources to complete a repair like this in a matter of hours.

Verizon's customer service has been completely worthless. You cannot even speak with a tier-2 technician, and the tier-1 phone monkeys are not allowed to access any useful corporate information.

Just like (GTE) DSL and ISDN before it, Verizon FiOS was an excellent product when it was first introduced. Things began to go downhill a few years later when the product support was transitioned away from the "Advanced Products Group" to the regular phone monkeys. I've had it for five years and it's been good, but I'm now ready to pull the plug.

-- This space for rent.

According to their website... (1)

aklinux (1318095) | about a year and a half ago | (#42775869)

...it appears to be free on Roku, so you're getting what you paid for. Move along or wait for it to come back, your choice.
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