Just had a very long online chat with a couple different employees of NOW TV.
I ilke others may of tried getting a response as to when it will be released but with the same answer as 'SOON'.
This definitly wasn't good enough for me as i'm a persitent kinda guy!
Please find attached my full trascript of how the hour long chat went trying to get a months free pass for not being able to use the service.
Ha.. Thanks,
Theo
Prashant (11/1/2015, 3:31:57 PM): Thanks for contacting NOW TV, you are talking to Prashant. Can I start by taking your full name and email address, please?
Me (11/1/2015, 3:32:25 PM): Theo Lyons
Me (11/1/2015, 3:32:30 PM): <email removed>
Prashant (11/1/2015, 3:32:54 PM): Hi Theo, How are you today?
Prashant (11/1/2015, 3:33:00 PM): Thank you for the email address.
Me (11/1/2015, 3:33:09 PM): very good thanks how are you?
Me (11/1/2015, 3:33:16 PM): Just got a quick question
Prashant (11/1/2015, 3:33:21 PM): Glad to know that Theo.
Prashant (11/1/2015, 3:33:29 PM): I am fine thank you for asking 
Prashant (11/1/2015, 3:33:35 PM): Yes, please ask.
Me (11/1/2015, 3:33:53 PM): When are you releasing the app for the new Apple TV box?
Me (11/1/2015, 3:34:09 PM): I've just bought the new 4th generation box and your now on there1!!
Me (11/1/2015, 3:34:28 PM): I spend a lot with you guys and expected it as it's advertised on both your sites but low and behold its not!!
Prashant (11/1/2015, 3:34:30 PM): Let me check this.
Prashant (11/1/2015, 3:35:45 PM): We have NOW TV apps on Apple TV box.
Me (11/1/2015, 3:36:03 PM): I promise you it's not on the new apple tv box
Prashant (11/1/2015, 3:36:25 PM): Okay, I will forward this chat to the tech team for further assistance.
Prashant (11/1/2015, 3:36:31 PM): Please help me with few details.
Me (11/1/2015, 3:36:37 PM): ok thanks
Prashant (11/1/2015, 3:36:40 PM): Are you the account holder?
Me (11/1/2015, 3:36:54 PM): I am indeed
Prashant (11/1/2015, 3:36:56 PM): Can you confirm your full name and registered email address with NOW TV?
Me (11/1/2015, 3:37:24 PM):
Me (11/1/2015, 3:37:34 PM): <email removed>
Prashant (11/1/2015, 3:37:47 PM): Thank you.
Prashant (11/1/2015, 3:37:52 PM): Can I take your full address and post code registered on your NOW TV account?
Me (11/1/2015, 3:38:02 PM):
Me (11/1/2015, 3:38:05 PM):
Me (11/1/2015, 3:38:06 PM):
Me (11/1/2015, 3:38:08 PM):
Prashant (11/1/2015, 3:38:11 PM): Can you confirm the last 4 digits of your registered card?
Me (11/1/2015, 3:38:27 PM):
Prashant (11/1/2015, 3:38:48 PM): Thank you.
Prashant (11/1/2015, 3:39:10 PM): I will update your query so you don't have to repeat.
Me (11/1/2015, 3:39:18 PM): Thank you so much
Prashant (11/1/2015, 3:39:19 PM): Please be online while I transfer this chat.
Me (11/1/2015, 3:39:33 PM): ok
Karl (11/1/2015, 3:41:09 PM): Thanks for contacting NOW TV, you are talking to Karl. Can I start by taking your full name and email address, please?
Me (11/1/2015, 3:41:38 PM):
Me (11/1/2015, 3:41:43 PM): <email removed>
Karl (11/1/2015, 3:43:49 PM): Hi Theo, thanks for getting in touch with us here at NOW TV. I'm sorry for the inconvenience this has caused.
Karl (11/1/2015, 3:44:28 PM): We are working on this app and we hope to have it available soon. Again I apologies for the delay, and for the time you have spent on Live Chat to get an answer to your query.
Me (11/1/2015, 3:44:51 PM): How long is soon...
Me (11/1/2015, 3:45:06 PM): I'm paying for a service thats advertised on your site that I can't use
Karl (11/1/2015, 3:45:25 PM): I'm afraid I don't have a time frame at this moment in time.
Me (11/1/2015, 3:45:26 PM): Are you going to refund me a months worth or two? I pay for movies and entertainment
Me (11/1/2015, 3:45:55 PM): Also when I signed up I never received the actual box so i had to buy one from Argos
Me (11/1/2015, 3:46:37 PM): Sorry but you are in blatant violation by advertising the service that isn't available!
Karl (11/1/2015, 3:46:49 PM): To receive the NOW TV Box you would have needed to purchase a NOW TV Box Bundle.
Me (11/1/2015, 3:47:02 PM): TO which I did orignially
Karl (11/1/2015, 3:47:28 PM): I can not see this purchase on your account Theo.
Me (11/1/2015, 3:47:44 PM): So how did I initially set up now tv
Karl (11/1/2015, 3:48:24 PM): You can sign up to NOW TV on a PC/Laptop. You do not need a NOW TV Box to use NOW TV.
Me (11/1/2015, 3:48:57 PM): I have a now tv box from argos in the bedroom and on the old apple tv box in the lounge. I do need it to use it in certain rooms
Karl (11/1/2015, 3:49:23 PM): Yes and this is your choice if you wish to have NOW TV on these devices.
Me (11/1/2015, 3:49:25 PM): So going back to me paying for a service I can't use...
Me (11/1/2015, 3:49:51 PM): SO your point of not needing a box is irrelevant without knowing details
Karl (11/1/2015, 3:50:56 PM): You should be able to use NOW TV on your NOW TV Box. In regards to using NOW TV on the NEW Apple TV box can you please show me where this is stated, so I can raise this to the relevant team?
Me (11/1/2015, 3:51:15 PM): It's on your website!!!
Me (11/1/2015, 3:51:21 PM): and on the Apple website
Me (11/1/2015, 3:51:41 PM): You work for NOW TV so look yourself You dont need me to find it and prove it
Me (11/1/2015, 3:52:10 PM): No where does it state even in your technical support area that you are working on an update for the new 4th Generation box
Me (11/1/2015, 3:53:01 PM): http://www.nowtv.com/devices/appletv
Me (11/1/2015, 3:53:13 PM): You have a full page dedicated to apple tv
Karl (11/1/2015, 3:54:27 PM): Okay, so it states we are available on Apple TV, as we are available but not just yet on the 4th Generation.
Me (11/1/2015, 3:54:30 PM): http://www.apple.com/uk/tv/entertainment/
Me (11/1/2015, 3:54:43 PM): Whats your point...
Karl (11/1/2015, 3:55:00 PM): I have checked the Apple Website and I shall raise this to the relevant team.
Me (11/1/2015, 3:55:07 PM): Your not stating it isn't available for the 4th generation as of yet!!!
Me (11/1/2015, 3:55:17 PM): What team is that
Me (11/1/2015, 3:56:00 PM): SO again I don't want to keep knocking you back as you cannot justify yourself! You should give me a month free for my subscription otherwise i'll just cancel
Karl (11/1/2015, 3:57:47 PM): This will be our marketing team, at this moment in time I won't be issuing you with a refund as you are able to access NOW TV on other devices such as the NOW TV Box. We are also available on a number of other devices, please see this link here:http://help.nowtv.com/article/Supported-devices
Me (11/1/2015, 3:58:11 PM): Whats your full name and ext
Karl (11/1/2015, 3:58:31 PM): I'm sorry for any inconvenience this has caused, please keep an eye out for any information on the 4th Generation Apple TV.
Karl (11/1/2015, 3:58:58 PM): If you want to keep this chat for reference please see this case number: 01027896
Me (11/1/2015, 3:59:00 PM): I don't like sarcasm
Me (11/1/2015, 3:59:27 PM): Where are you based
Karl (11/1/2015, 3:59:49 PM): In the UK.
Karl (11/1/2015, 4:00:03 PM): Is there anything else that I can help you with today Theo?
Me (11/1/2015, 4:00:17 PM): What's your departments contact number or the complaints number?
Me (11/1/2015, 4:00:31 PM): Also what is your full name
Karl (11/1/2015, 4:00:47 PM): If you wish to make a complaint please see this link here: http://help.nowtv.com/article/NOW-TV-Customer-Complaints-Code-of-Practice
Me (11/1/2015, 4:01:23 PM): By law you have to provide me with your full name of who I am speaking to
Karl (11/1/2015, 4:02:06 PM): I do not have to give you my full name Theo. You can copy and paste this chat for your reference please feel free to do so.
Me (11/1/2015, 4:02:40 PM): You don't know much about much do you Karl... Please provide your surname so I can report you
Karl (11/1/2015, 4:03:12 PM): I have spoken to my manager, and I do not have to provide you with my surname.
Me (11/1/2015, 4:03:32 PM): Could I speak to your manager
Me (11/1/2015, 4:03:45 PM): You should have my contact details
Karl (11/1/2015, 4:03:45 PM): Sure no problem. Please bear with me.
Samuel (11/1/2015, 4:04:14 PM): Thanks for contacting NOW TV, you are talking to Samuel. Can I start by taking your full name and email address, please?
Me (11/1/2015, 4:04:36 PM): COuld you call me please, many thanks
Samuel (11/1/2015, 4:06:13 PM): Hi Theo
Samuel (11/1/2015, 4:06:57 PM): We are an online service only
Samuel (11/1/2015, 4:07:23 PM): im just reading through your chat
Me (11/1/2015, 4:07:43 PM): So how do I know you're a manager or just sitting next to that sarcastic unhelpful guy
Me (11/1/2015, 4:08:21 PM): All my points are completely justified and have an answer to all of his pointless questions... It's so simple
Samuel (11/1/2015, 4:08:37 PM): I am a manager
Me (11/1/2015, 4:08:57 PM): I just spent £160 odd on a new apple tv to upgrade the last one. On both your sites it states you have the app still on there. And I look for it and its not there?!
Me (11/1/2015, 4:09:44 PM): I pay you for 2 subscriptions a month and I mainly watch this on the apple TV in the lounge. Now I can't, you have no release date of the app for the new Apple TV so it's all pointless
Me (11/1/2015, 4:10:02 PM): All i've now asked for is a period of free subscription
Me (11/1/2015, 4:10:43 PM): What's that overall on scale to what you're possible loosing daily as people can't use your service on the new Apple TV. I'm willing to stay but Karl has no middle ground.
Me (11/1/2015, 4:12:23 PM): As a manager if you come back with an answer like his i'm cancelling within seconds of the reply
Me (11/1/2015, 4:12:38 PM): Stressing me out on my lazy Sunday
Samuel (11/1/2015, 4:13:08 PM): you've stated you have other devices so we will be unable to give a free pass. As far as Apple TV is concerned, the app will be available but we haven't been given a date to its arrival date
Me (11/1/2015, 4:13:35 PM): I have a box in the bedroom that is never used
Samuel (11/1/2015, 4:13:35 PM): i can totally understand where you are coming from but there isn't much we can do at this point
Me (11/1/2015, 4:13:45 PM): Ok well i'll cancel then
Me (11/1/2015, 4:14:04 PM): Crazy that you'll happily loose business over a free pass
Samuel (11/1/2015, 4:14:41 PM): I'm sorry to hear that and i hope you change your mind but we have to treat all our customers fairly
Me (11/1/2015, 4:14:41 PM): Insane, just recommended NOW TV to a couple close friends but i'll be sure to tell them to sack it
Me (11/1/2015, 4:15:08 PM): That isnt fairly when your breaching laws advertising a service that isnt even availbe!!!
Samuel (11/1/2015, 4:15:41 PM): we are not advertising a service that isn't available
Samuel (11/1/2015, 4:15:58 PM): its not on the version of apple TV that you currently have
Me (11/1/2015, 4:17:01 PM): So Samuel so the math... You will loose out over the next year around £611.28... Might not sound a lot to you but I think its worth saving all that for £16.98
Me (11/1/2015, 4:17:33 PM): How can you say that... You have not stated ANYWHERE on your site that its not supported on the new Apple TV box!!!! WHy do I have to explain that
Me (11/1/2015, 4:18:19 PM): Thats based on mine and two other subscriptions ^
Me (11/1/2015, 4:19:56 PM): It's like buying a Cineworld pass... They state that a normal subscription means you can not use it in the London cinemas.. That's keeping customers in the loop so they don't get fined! You get me on this right?
Samuel (11/1/2015, 4:20:34 PM): That's not a decision for me to make. If i give you a free pass then i have to give every Apple customer that comes through a free pass
Me (11/1/2015, 4:20:50 PM): That's not true at all Samuel, you know that
Samuel (11/1/2015, 4:21:21 PM): Why wouldn't it be true?
Me (11/1/2015, 4:21:22 PM): I'm kicking up a fuss because I spend a lot with you guys and have had the brain capacity to put my thoughts and rights forward to you
Me (11/1/2015, 4:21:34 PM): I'm not going to shout out that you gave me a free pass
Me (11/1/2015, 4:22:17 PM): I'm asking for what I rightfully an owed due to not being able to use what I pay for. It's plain and simple but i'm still battling with you. THAT'S not fair
Me (11/1/2015, 4:23:07 PM): I'm sure you'r an intelligent human and would be asking the exact same questions as me right?
Me (11/1/2015, 4:23:23 PM): you're*
Me (11/1/2015, 4:25:40 PM): Are you still there?
Samuel (11/1/2015, 4:27:18 PM): As i said earlier, we are not in a position to give out passes based on the app not being available on the Apple tv box you have
Samuel (11/1/2015, 4:27:39 PM): there are about 4 versions available
Me (11/1/2015, 4:27:45 PM): You're really really silly
Me (11/1/2015, 4:27:49 PM): All this for a no
Me (11/1/2015, 4:28:10 PM): I'm pretty sure people above you wouldn't be too happy with that decision
Me (11/1/2015, 4:28:44 PM): Do you consider me a persistent person Samuel? Dog with a bone type of person!
Samuel (11/1/2015, 4:30:07 PM): to be honest i'd take the same approach! but as i said earlier its not fair on other customers and you have other devices to view on
Me (11/1/2015, 4:30:52 PM): So you are admitting liability of falsly advertising the fact it works on the apple tv
Samuel (11/1/2015, 4:31:02 PM): no!
Samuel (11/1/2015, 4:31:08 PM): i never said that!
Me (11/1/2015, 4:31:10 PM): That's how it reads
Samuel (11/1/2015, 4:31:10 PM): lol
Me (11/1/2015, 4:31:20 PM): very clearly
Samuel (11/1/2015, 4:31:43 PM): im saying i'd understand your approach
Samuel (11/1/2015, 4:32:01 PM): it doesnt mean that is the right one
Me (11/1/2015, 4:32:51 PM): I am going to go out of my way to let as many people know as possible to not continue with your subscription. Hopefully that £611 odd turns into a much much MUCH bigger deal and all those people that work above you give you a huge amount of agg for your decisions...
Me (11/1/2015, 4:33:45 PM): Complaints, online forums (inlcuding yours of course), word of mouth... ANYTHING I can do (whilst i'm not busy working of course) to try and loose you thousands and thousand of revenue
Me (11/1/2015, 4:34:04 PM): all because of your little free pass for one month denied
Me (11/1/2015, 4:34:25 PM): That deserves an 'LOL' not your to my reply earlier
Me (11/1/2015, 4:34:33 PM): Great language for manager
Samuel (11/1/2015, 4:34:58 PM): if im being honest that's unnecessary but if you feel that is the right thing to do for you then so b it
Me (11/1/2015, 4:35:01 PM): This last hour has been a joy Samuel
Samuel (11/1/2015, 4:35:02 PM): be*
Me (11/1/2015, 4:35:24 PM): It's fully necessary
Me (11/1/2015, 4:35:31 PM): no leeway
Me (11/1/2015, 4:35:35 PM): middle ground
Me (11/1/2015, 4:35:36 PM): nothing
Me (11/1/2015, 4:35:49 PM): all over possibly £9.99 free pass
Samuel (11/1/2015, 4:35:54 PM): i apologise if you were offended by my use of lol
Me (11/1/2015, 4:36:20 PM): Shows a lot using grammar like that to a customer
Me (11/1/2015, 4:36:41 PM): That'll look really great on you Samuel
Me (11/1/2015, 4:36:48 PM): lol
Me (11/1/2015, 4:36:54 PM): ...
Me (11/1/2015, 4:36:59 PM): Right
Me (11/1/2015, 4:37:03 PM): i'm off to cancel
Me (11/1/2015, 4:37:28 PM): I'll be posting this entire conversation online for everyone to see
Samuel (11/1/2015, 4:37:34 PM): well it is na live chat! if i laughed in person and you were offended i would have apologised the same way i did just now.
Samuel (11/1/2015, 4:37:57 PM): not a problem, as i said you are free to do what you feel is right for you
Me (11/1/2015, 4:37:58 PM): Last chance for a £9.99 free pass for movies for a month
Me (11/1/2015, 4:38:17 PM): Big decision where's he going to go.....
Me (11/1/2015, 4:38:45 PM): Oh he's typing
Samuel (11/1/2015, 4:39:07 PM): Sorry, it's still a no
Me (11/1/2015, 4:39:30 PM): Enjoy the rest of your weekend
Samuel (11/1/2015, 4:40:27 PM): There's not much of it left but i'll try. thanks for getting in contact with us.