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243 posts

Master Geek
+1 received by user: 4


  Reply # 887411 31-Aug-2013 15:30
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PintballDan will be interested in their reply. Likewise I was clearly told that all games would be available for a week to be watched once but special on demand games could be watched repeatedly. They are clowns and obviously making it up as they go along, but I suspect the 24 hour rule will be relaxed. Or hope.




My EPL football websites: Get the results but hide the score of your team at HidetheScore.net. Compare league positions with wage bills at RealPremierLeague.net.


12 posts

Geek
+1 received by user: 3


  Reply # 887430 31-Aug-2013 16:24
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aboylikedave: PintballDan will be interested in their reply. Likewise I was clearly told that all games would be available for a week to be watched once but special on demand games could be watched repeatedly. They are clowns and obviously making it up as they go along, but I suspect the 24 hour rule will be relaxed. Or hope.


They sent the following reply earlier and I went straight back to them again:


Sorry, I'm finding this really confusing. Which matches can I watch until the start of the next fixture and the start of which fixture? You really haven't really answered my question.

You have previously told me: However, all games will be available immediately after they have been completed, for at least a week. Once a round has been completed, some games will no longer be available.

Is this correct or not?

Thanks

On 31/08/2013, at 8:28 AM, Premier League Pass Support wrote:

Hello,

Thank you for the Premier League Pass product feedback.

You will be able to watch the match live and on demand in the archives until the start of the next fixture, at which point they will no longer be accessible. If you have any more questions please let us know.

Thank You

Premier League Pass Support

They are just trying to stonewall me here and did not answer my question or even acknowledge that they have given me false and misleading information. I was pretty relaxed about it before I got their reply but am like a dog with a bone now.

Basic customer service is if you make a mistake, you acknowledge it, apologise immediately an take swift, corrective action to make the customer happy. It seems to me that they are preferring to just bat it back to me and hope that I go away. Good luck with that. These lot are making themselves come across as chancers at every possible opportunity.



 
 
 
 


243 posts

Master Geek
+1 received by user: 4


  Reply # 887466 31-Aug-2013 17:03
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The website still says "The window for On-Demand games will be from kick off to the start of the following round, so basically a week, but in the international breaks it's more like two."

Complete contradiction and I can't see the ability to change terms of service in the terms.

Fear is they will give a refund and cancel. What I want is the service!




My EPL football websites: Get the results but hide the score of your team at HidetheScore.net. Compare league positions with wage bills at RealPremierLeague.net.


12 posts

Geek
+1 received by user: 3


  Reply # 887474 31-Aug-2013 17:30
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aboylikedave: The website still says "The window for On-Demand games will be from kick off to the start of the following round, so basically a week, but in the international breaks it's more like two."

Complete contradiction and I can't see the ability to change terms of service in the terms.

Fear is they will give a refund and cancel. What I want is the service!


I agree mate, the ideal solution for me is I get the service I was told I would. Failing this though, I'll take the refund as I don't like the idea of them getting my cash under false pretences. If you're not bothered about watching the game live which, by and large I'm not, there are plenty of places to obtain hd quality games as they well know.

61 posts

Master Geek
+1 received by user: 2


  Reply # 887476 31-Aug-2013 17:37
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They have published an "on demand bible" which shows the on demand games and the 24 hour games. The sorry answer is 250 games will be available for a week and 130 games will be available for 24 hours. The breakdown is 25 games per team will be on demand.
You can download the on demand bible from their website.

7 posts

Wannabe Geek
+1 received by user: 2


Reply # 887477 31-Aug-2013 17:38
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Further hilarity. Their accounting methods seem a little awry. I won a free PLP from Telecom worth $149. By this time I had already paid $239 for the full deal. Got the refund yesterday: $89. Who is pocketing the extra $60? Hardly seems fair that my discount is reduced for putting more money in their pockets.

And pissed off about the continuing changing stories re: game availability. I'm frequently busy on Monday nights so Tuesday night's the first time I get to watch games. Shifting sands, it would seem.

85 posts

Master Geek
+1 received by user: 14


  Reply # 887478 31-Aug-2013 17:51
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Let's all phone them and chant. "YOU DON'T KNOW WHAT YOU'RE DOING, YOU DON'T KNOW WHAT YOU'RE DOING"

Then we'll all turn up outside their offices and do the Poznan.

Just a thought!

243 posts

Master Geek
+1 received by user: 4


  Reply # 887488 31-Aug-2013 18:55
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FAQ says

Do I have to watch all the matches live or can I record them and watch at my leisure?

We've confirmed with the league that every single match can be watched once at any time - live or otherwise. On top of this we're offering 250 matches for multiple views whenever you want. We'll try to ensure for starters they are all the 3am kick-off matches, with the remainder being as many of the midnight games as we can squeeze in.

....however just spoke to Customer Services (had to refer me to NZ manager who called me on his mobile) who confirmed that this is incorrect and the 24 hour rule applies to non on demand games. Apologised and said i could have are fund if I was un satisfied.

Can't decide if the 24 hour rule is a deal breaker as after 24 hours I would likely know the result anyway.

What I will do is email the Herald and FairGo and I encourage others to. It's cowboy ish and amateurish. The fact this guy had to call me on his mobile and got a bit frustrated that I was bothering him at the weekend says it all. The weekend is their core business time.




My EPL football websites: Get the results but hide the score of your team at HidetheScore.net. Compare league positions with wage bills at RealPremierLeague.net.


243 posts

Master Geek
+1 received by user: 4


  Reply # 887489 31-Aug-2013 18:56
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Lust: Let's all phone them and chant. "YOU DON'T KNOW WHAT YOU'RE DOING, YOU DON'T KNOW WHAT YOU'RE DOING"

Then we'll all turn up outside their offices and do the Poznan.

Just a thought!

Not just Arsene Wenger then!




My EPL football websites: Get the results but hide the score of your team at HidetheScore.net. Compare league positions with wage bills at RealPremierLeague.net.


243 posts

Master Geek
+1 received by user: 4


  Reply # 887490 31-Aug-2013 18:57
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paintballdan:
aboylikedave: The website still says "The window for On-Demand games will be from kick off to the start of the following round, so basically a week, but in the international breaks it's more like two."

Complete contradiction and I can't see the ability to change terms of service in the terms.

Fear is they will give a refund and cancel. What I want is the service!


I agree mate, the ideal solution for me is I get the service I was told I would. Failing this though, I'll take the refund as I don't like the idea of them getting my cash under false pretences. If you're not bothered about watching the game live which, by and large I'm not, there are plenty of places to obtain hd quality games as they well know.

Bit of a chore though and not available at 9am the next morning...or are they?




My EPL football websites: Get the results but hide the score of your team at HidetheScore.net. Compare league positions with wage bills at RealPremierLeague.net.


80 posts

Master Geek
+1 received by user: 9


  Reply # 887525 31-Aug-2013 19:18
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It depends which teams you want to watch I guess. For example Arsenal player is free and has full coverage of all games after a certain amount of time, can't remember how long-24 hours or something like that, which could render plp pretty useless if you don't want to watch the game love.

243 posts

Master Geek
+1 received by user: 4


  Reply # 887527 31-Aug-2013 19:23
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I guess thinking about it what the crux of what I want is 9 am the next day to save me having to get up in the middle of the night. On the one hand PLP probably know this but on the other hand if their marketing is in any way as amateurish as their comms they probably don't.




My EPL football websites: Get the results but hide the score of your team at HidetheScore.net. Compare league positions with wage bills at RealPremierLeague.net.


12 posts

Geek
+1 received by user: 3


  Reply # 887531 31-Aug-2013 19:39
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aboylikedave: FAQ says

Do I have to watch all the matches live or can I record them and watch at my leisure?

We've confirmed with the league that every single match can be watched once at any time - live or otherwise. On top of this we're offering 250 matches for multiple views whenever you want. We'll try to ensure for starters they are all the 3am kick-off matches, with the remainder being as many of the midnight games as we can squeeze in.

....however just spoke to Customer Services (had to refer me to NZ manager who called me on his mobile) who confirmed that this is incorrect and the 24 hour rule applies to non on demand games. Apologised and said i could have are fund if I was un satisfied.

Can't decide if the 24 hour rule is a deal breaker as after 24 hours I would likely know the result anyway.

What I will do is email the Herald and FairGo and I encourage others to. It's cowboy ish and amateurish. The fact this guy had to call me on his mobile and got a bit frustrated that I was bothering him at the weekend says it all. The weekend is their core business time.


They really are all over the place, not a clue what's going on. The Herald and FairGo are certainly good places to start. If I don't get this resolved I'll also be lodging a complaint with the Commerce Commission. From their website:


The Commerce Commission's goal is that consumers can be confident of the accuracy of information they receive when making choices. Although the Act does not oblige businesses to provide information to consumers in all circumstances, businesses are obliged to ensure that the information they do provide is accurate, and that important information is not withheld. This enables consumers to make informed choices about goods and services.


I'm not generally the sort to complain but will make an exception in this case. They are taking the piss.

824 posts

Ultimate Geek
+1 received by user: 76


  Reply # 887541 31-Aug-2013 20:06
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I'm not too phased about the on-demand situation. What I'm annoyed at is the platinum package is supposed to have "access to clipped highlights and condensed games" and there is none. When questioned on it they just tell me about the highlight shows etc. emailed them back and said no there's no clipped highlights and it could be seen as misleading or potentially even bait advertising. I'll probably be making a complaint to the commerce commission sometime next week depending on what plp say back.

6434 posts

Uber Geek
+1 received by user: 1571


  Reply # 887543 31-Aug-2013 20:21
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aboylikedave: FAQ says

Do I have to watch all the matches live or can I record them and watch at my leisure?

We've confirmed with the league that every single match can be watched once at any time - live or otherwise. On top of this we're offering 250 matches for multiple views whenever you want. We'll try to ensure for starters they are all the 3am kick-off matches, with the remainder being as many of the midnight games as we can squeeze in.

....however just spoke to Customer Services (had to refer me to NZ manager who called me on his mobile) who confirmed that this is incorrect and the 24 hour rule applies to non on demand games. Apologised and said i could have are fund if I was un satisfied.

Can't decide if the 24 hour rule is a deal breaker as after 24 hours I would likely know the result anyway.

What I will do is email the Herald and FairGo and I encourage others to. It's cowboy ish and amateurish. The fact this guy had to call me on his mobile and got a bit frustrated that I was bothering him at the weekend says it all. The weekend is their core business time.


doubt fair go will be at all interested considering they have offered you a full refund.  Fair Go like exmplaes where the companies have refused to put things right.

Perhaps the information given to them at the time by the EPL was incorrect. What more can they do but offer you a full refund?

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