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Complaint about lack of information by BBC re iPlayer problems

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  • Message 1. Posted by John99 (U13871221) on Friday, 21st May 2010 permalink

    This is an open note about my thoughts and is now intended itself as a COMPLAINT.
    I will keep the complaint this time simple, and not add unnecessary links to othe post by myself and others.

    MANY USERS APPEAR TO HAVE PROBLEMS WITH IPLAYER

    1) - PROBLEMS WITH MANY DOWNLOADS NOT AVAILABLE OR EXPIRING INCORRECTLY

    2) - PROBLEMS WITH THE COMPLAINTS SYSTEM ITSELF APPARENTLY FAILING. ( I am not even receiving auto responses))

    4) - COMPLAINTS AND COMMENTS ARE BEING RESTRICTED TO 350 CHARACTERS IN LENGTH (again there is no official notification of this that demonstrably comes direct from BBC oficial sources)

    5) - THE BBC HAS FAILED TO NOTIFY USERS OF THESE PROBLEMS, USING THE METHODS THE BBC SAYS WILL BE USED EG FAQS, ANNOUNCEMENT, AND POSTS ON THE SERVICE UPDATES SECTION

    6) - THERE IS A HISTORY OF IPLAYER TIME SENSITIVE PROBLEMS NOT BEING AKNOWLEDGED (it was unhelpfull of the bbc to remove the issues log, AND it is pointless to reply in ten days to say a programme has expired if that programme has a 7 day life)

    I have already sent off one complaint and one comment recently, neither has even had an auto response.

    NOTES
    _BBC definition of a complaint


    What is a complaint?
    If you say you are making a complaint we count it as such. We receive feedback on many issues, both negative and positive, but generally consider something a complaint if it is a criticism which expects a reply and would like things to be changed. { www.bbc.co.uk/compla... ]


    _ 10-20 Day wait
    I do note I may have to wait ten days for any response initial response that I can escalate www.bbc.co.uk/compla...
    and can take it any further. So this is of little use in resolving current problems
    Hopefully it will result in a better response form the BBC next time. And I will this time escalate this complaint.

    I will post a contact form as a complaint within the next few minutes.

    Will we now get any BBC response ??
    I will post any auto response number on the messageboard.

    John

    complain

  • Message 2. Posted by Onslow The Cat (U13672446) on Friday, 21st May 2010 permalink

    I hope you get an answer John.

    Unfortunately for this MB, the BBC seem to want to go for other routes to communicate with the LFPs.

    www.bbc.co.uk/blogs/...

    The proposed BBC Online cuts also make MBs such as ours vunerable to slowly winding down. I haven't seen Jon our host post here for weeks.

    <blackcat>

    complain

    This is a reply to this message.

  • Message 3. Posted by matt (U8621220) on Friday, 21st May 2010 permalink

    Maybe they've listened to us www.bbc.co.uk/dna/mb...

    complain

    This is a reply to this message.

  • Message 4. Posted by Dave-iPlayerOps (U8437698) on Friday, 21st May 2010 permalink

    Hi John99,

    I have passed the details of your post on to our audience services team for action and posted a message in the service updates section - www.bbc.co.uk/dna/mb...

    Dave

    This is a reply to this message.

  • Message 5. Posted by John99 (U13871221) on Friday, 21st May 2010 permalink

    <blackcat>

    If the BBC have a mb & contact form system, integrated with their formal complaints system it should work
    If not that comment/complaints system is not fit for purpose and is wasting LFP money.

    Your comments are noted,
    My counter argument to the BBC is that the BBC should then ask users to make complaints and comments using 'social media'
    AND the BBC should then have a suitable method for monitoring and in some cases replying to such 'social media' comments and complaints, in accordance with their complaints procedures.

    I suspect it would be a horrendously costly & administratively difficult to run an effective and auditable comment and complaint system on open extremal social media.
    Then again a few years ago no one would think of BBC having iPlayer or messageboards. Things move on; maybe the mb has had its day. MB certainly has problems at the moment, as apparently does iPlayer itself.

    John

    complain

    This is a reply to this message.

  • Message 6. Posted by John99 (U13871221) on Friday, 21st May 2010 permalink

    Hi Dave,

    Thanks for replying.
    I have read your post on the services updates section.
    ( Download and licensing issues. www.bbc.co.uk/dna/mb... )

    But please could you read all of my post and try to answer the questions asked or complaints made, in the order I enumerated them in the op. And post that reply in this current thread please.

    And a couple of quick comments now; some of which you or someone else could answer before giving a fuller reply:

    _ Why has it taken so long to get any comment on the message board from any BBC staff on mapparently major problems ?
    (eg note Holby City faq, which never got updated was posted I think on the 13th or 15th, it was the only official comment on this series of current problems I think the BBC has remained silen since then, not even commenting on the messageboard or adding any announcements/faqs)

    _ What is happening about the complaints forms ?
    - are they working ?
    - are auto responses being sent out now ?
    - is the 350 char limit going to be removed ?

    _ are their any plans to re-instate the issues log, or some other method of getting timely and time sensitive communication working ?

    _ Is anyone looking at the apparent messageboard bugs ?

    Thanks
    John

    complain

    This is a reply to this message.

  • Message 7. Posted by John99 (U13871221) on Tuesday, 1st June 2010 permalink

    bump
    Hi Dave,

    Any further information from the audience services team.

    ;) The revolting users are up in arms about Torchwood at the moment:
    - www.bbc.co.uk/dna/mb... - 1 of several threads

    :( And I note that some of the contact form related links are broken:
    www.bbc.co.uk/dna/mb...
    - a good sign maybe that the system is being worked on,
    - or an omen of impending doom & terminal decline of the message board

    John

    complain

    This is a reply to this message.

  • Message 8. Posted by John99 (U13871221) on Wednesday, 2nd June 2010 permalink

    And today we have four users reporting distortion on Radio one.
    Is the R1 problem affecting many other users ?

    There are no BBC responses or information about that problem.

    complain

    This is a reply to this message.

  • Message 9. Posted by John99 (U13871221) on Saturday, 30th October 2010 permalink

    Note we did get clarification of the 350 character limit, the second box does not have a limit. www.bbc.co.uk/dna/mb...
    (Although of course who knows whether info in that box is read unless the information gets to the technical departments - that may depend on what is said in the 350 characters box ! )

    complain

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