RealOne and RealPlayer Should Be Working!
TV ClubHouse: Archive: USA 2002:
All Things Technical for BB 2002 (computer stuff):
RealOne and RealPlayer Should Be Working!
Fuddyduddy | Tuesday, August 20, 2002 - 01:14 pm     Just received call from Dave Hardwick at RealNetworks..Director of Customer Relations.. Advocacy does work at times!!! He asked me to go to Realone and try again...and I have live feeds!! This should apply to all Mac OSX users and he thinks all Realplayer 8. Dave said the techs had been working really hard and that each time they thought it was fixed, it wasn't. He appreciated the compliments we all had for customer reps. And I am one impressed person that they should take the time to call me!! (I did send my email to the other two people mentioned in my post on the BB for the Mac thread) Thanks, Dave!! |
Bastable | Tuesday, August 20, 2002 - 01:17 pm     Wow--- Fuddyduddy, that frown got turned upside down so fast, your face is gonna get whiplash! Yes, my work feeds (RealPlayer 8 on Mac OS 9.2) are indeed back and beautiful. Next test: Home feeds on OSX. I've never been so happy to see the FOTH! |
Biggusbrotherus | Tuesday, August 20, 2002 - 01:20 pm     Better late than never. Good job, Mr. Hardwick. Obviously there's room for improvement in their customer relations department (how about some sort of alert with ETA for repairs next time?), but I'm just happy to get them back. One thing I will say to Mr Hardwick if he's reading this page (and he should :-): if you'd improve your reliabiltity and cusomer service just a little bit, you'd double your subscription rate to BB4 next year. I can't tell you how many people I've spoken to about BB3 who say they'd subscribe if it weren't for Real's reputation. Put out a little effort and the money will come. |
Cwoody222 | Tuesday, August 20, 2002 - 01:27 pm     WOO HOO!!! Having cocktails after work...but then it's straight home in time for the Crow concert HOPFULLY in wonderful OSX!!! (just wish the concert was on earlier EST - oh well) FuddyDuddy - thanks for all your efforts!!! |
Cwoody222 | Tuesday, August 20, 2002 - 01:32 pm     I just gotta share this with SOMEONE! Today I got some spam - spam that I get EVERYDAY about mortgage rates. Naturally it wasn't addressed directly to me. And it had a phoney name in the field - MOHAN. Yes, same as our fearless RealNetworks TechSupport person!!! Then...just because I was in the mood I spent some time tracking down the phoney URL that was bouncing all over the place to find the REAL source of the webpage the email wanted me to go to (in order to get the great Mortgage rate ;) The page is hosted out of Tajisistan of the Soviet Republic!!! Ya think THAT's where RealNetwork support is?!?! ;) |
Wendo | Tuesday, August 20, 2002 - 02:11 pm     RealPlayer Plus 8 working now on my Mac as well. (I've still had the feeds via RealOne on my PC.) About time, it's been what, five days? While I'm happy to see them return, the length it's taken is unacceptable for a fee service. They have a lot further to go before customers will look at Real as reliable. |
Fuddyduddy | Tuesday, August 20, 2002 - 02:16 pm     Cwoody222: My efforts were just to find out if someone at Realnetworks was listening to us! When I mentioned about giving folks a heads up on these things and not leave us dangling, I pointed out the recorded phone instructions on "getting your Realone and Realplayer to work" would have been a great place to insert the "We're having a problem here....it's not your Version of our players,etc...." (like the power company will do when they have blackouts) He said he appreciated the suggestions. NOW......should someone notify him about our little friend Mohan, or do you think he is someone entirely different than the Network Support person? |
Bastable | Tuesday, August 20, 2002 - 02:17 pm     Even with service restored, if I ever have the choice, I will NEVER do business with Real again. They handled that whole thing deplorably. |
Fuddyduddy | Tuesday, August 20, 2002 - 02:32 pm     Bastable, he was concerned with my email stating that the reps were giving us all different info at first and then how we were beginning to realize they were not telling the reps the truth, etc..... He responded: "that concerns me because we were not tying to mislead anybody...the techs thought each time they had things working or would be working soon, so that is what we told our reps to say". I responded that it turned out to be too many days for it to be a temporary problem, and that they really should have put a notice somewhere in a conspicuous (sp?) place for all to see. Dave seemed to appreciate the comments.....and as Director of Customer Relations, I am sure he has heard from other folks, too. Let's just hope that all goes well from here-on-in!!! |
Fuddyduddy | Tuesday, August 20, 2002 - 03:27 pm     Just posted to the BB on the Mac thread: Hello Betty Rose, Thank you for your pateince while they have been working on fixing the log in issues, The fix for standalone subscribers has now been released and verified. This means that all signin loops should be resolved with one exception: SuperPass/Mac/RP8, which is currently being tested. Subject: Fwd: update: BB3 signin loop SuperPass/PC/RP8 users should no longer be stuck in the signin loop. CDS and R1 Services are testing the SuperPass/Mac/RP8 scenario. They have a fix for the BB3 Standalone/PC+Mac/RP8 loop, which will be released when testing is completed. Thank you, Amy B Customer Service RealNetworks |
Cwoody222 | Tuesday, August 20, 2002 - 07:34 pm     Well...I can ACCESS the cams via RealOne for OS X but the quality is POOR at best. Audio is constantly cutting out. Plus "Ms. Crow" is, at present, 37 mins late... |
Fuddyduddy | Tuesday, August 20, 2002 - 07:52 pm     Cwoody222- I thought it was just me!!! I finally reinstalled Realone for Mac OSX and got through to Realnetworks to sign me up again!! And I have so sound!! I get a picture for 15 seconds with voices, then a screeching sound and no audio!! Thought I had things configured incorrectly. I still may, but I figure you don't! To heck with the concert...guess I have already missed it...but imagine I will be contacting the Director of Consumer Relations again tomorrow. Looks like they didn't get things fixed like they thought!! |
Cwoody222 | Tuesday, August 20, 2002 - 08:23 pm     Fuddy:...you didn't miss anything...Sheryl went on more than an hour late... The quality was HORRIBLE. It was OBVIOUS that real could NO WHERE NEAR handle the traffic. I searched and searched for your posts where you gave the phone # and email of ppl. and CBS but I coudln't find them. Did the board delete them? Can you post them again? I'd love to let my (stuttering, cutting out) voice be heard... |
Fuddyduddy | Tuesday, August 20, 2002 - 08:46 pm     Cwoody222- I got a little of the concert;mostly frozen, or fuzzy frames and audio once in a while. BB went to all this trouble for just a short concert? Seems like a waste of money to me! Instead of searching the other threads, (probably in the one dealing with BB on the Mac) I went to my email. The two people I am listing were the back-ups to the two whose email automatically responded to my "missive" earlier today. They did not directly respond to me, but must have gotten it to a higher authority, (as I had asked) and that is when late this aft. Dave Hardwick called (Director of Customer Relations) So if you want to go to the top, email these two and I feel sure they will get it to Dave. To: eflannigan@real.com Cc: eshaffer@real.com Subject: Re:Poor Public Relations P.S. Did you get your camera feeds from the CBS.com page which is supposed to drop down after you successfully log in? |
Cwoody222 | Tuesday, August 20, 2002 - 09:01 pm     Fuddy: Yea, I had to go to CBS.com to get the feeds. I knew they were working again (from ppl like you!) but my regular links didn't work. I had to go to a page to get them to work. The quality was HORRIBLE. I switched to OS 9 (shudder! ;) which was better quality... I'm definately going to email those two ppl. tomorrow. I already grabbed their addy's...thanks. I'm also semi- in the media so I can "justify" some 'constructive' criticism about their shotty performance as of late. Thanks for the info... I'm off to bed... |
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