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Aaron-S
NOW TV Team (Retired)

Re: subtitles

Hi Wolverine2K

 

Thanks for getting in contact.

 

We are always interested in what customers desire from NOW TV and welcome all constructive critisism. If you have suggestions like this, we do recommend that you post them in our Your Ideas for NOW TV board, where we take all suggestions on board.

 

Regards,

 

Aaron

NOW TV Team

0 Thanks
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Alicecooper
Mentor

Re: subtitles

Oh change the record for god's sake, stop fobbing us off with the same old standard emails, this is all you say and you've been saying it from day one! It's obvious you have no intention of taking comments on board so stop asking people to email you, it makes a mockery of your suggestion board comments are just dismissed as we are.  This is really FRUSTRATING can we have a final answer from senior management about what your plans are or just tell us straight that you're not getting subtitiles, at least we'll know where we stand.

Anonymous User
Not applicable

Re: subtitles

Yes, I totally agree with your comments. Basically they are hiding whatever
reason they have for not having subtitles. Does that make them liars?
Regards
Barry

Sophie_2013
Mentor

Re: subtitles

Excuse me Aaron, you have been copy, cutting and pasting that reply for several years on the forum. I am a consumer writer, so let me give you some advice, based on people's responses to your poor customer relations. You're really irritating a very large proportion of Now TV's potential customer base - not to mention demonstrating that Sky is a company that does not value their custom.

Do you know how many people having hearing difficulties or English as a second language in the UK? You might want to do your market research on that front. 

What people are asking for - if you'll care to listen - is an answer to their question. You have failed to give this in many years. Clearly the previous answers are being interpreted as a big fat lie if you'd care to read the posts in this forum. This will irritate your customer base even more.

Please answer the question - people after all deserve it having parted with their good money, only to find you don't cater for the disabled.

Question 1 - Do you intend to include subtitles on your service in the very near future, or not?

Question 2 - If not, why not? I think you need to justify this as your customer base feels the lack of this service is at best unacceptable, and at worst in contradiction of UK equality legislation.

If you can only copy, cut and paste, please escalate this to your manager for a PROPER response. If you cannot do this, I will take this argument to external threads to spotlight what's been going on here.

I'm very interested in how Sky can justify this. The thread in here is getting so interesting, I think it's about time I write an article on it (P.S. this will be for mainstream media, and a blog, so I recommend you don't copy, cut and paste again).


Sophie_2013
Mentor

Re: Hi Wahidndee In regards to your question, NOW TV curren...

"We are always working on making the service more accessible for our customers."

Clearly NOT Sal! 4 years this has been going on, the above response is simply untrue.

 


@Anonymous User wrote:

Hi Sophie_2013,

 

Apologies you feel this way, we would hate to see you leave!

 

We are always working on making the service more accessible for our customers, so this is something we have been looking into for a while now. Apologies you are still waiting for this but we hope to have this in the future.

 

Kind Regards,

 

Sal

NOW TV Team




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Sophie_2013
Mentor

Re: Hi Wahidndee In regards to your question, NOW TV curren...

I wouldn't blame yourself for not doing the research - in 2014 it's completely unbelievable that a subtitle service is unavailable (note that we had subtitles decades ago, so this should have been a primary consideration when setting the service up). It was therefore a reasonable expectation on your part that, in this day and age, subtitles would automatically be provided.

@Anonymous User wrote:
@Anonymous User just purchased a now TV package with 3 months of movies @ cost of £25. Only to find it was a complete waste of money and time due to the the lack of subtitles obviously this is my own fault for not spending time on Google researching this option. As most people would expect such a service to be included as such similar providers of this service can include subtitles why not sky. As such I will also not be renewing this subscription as sky have taken no notice of their ideas board surely such a service would not take 12 months plus to implement.

 

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StuartRogerson
Elite 3

Re: subtitles

@sophie. Firstly let me declare an interest. I have major eyesight problems and hearing loss. I would appreciate both subtitles and audio description as options,

However, let's get some facts straight. Aaron is an employee so blaming him for politely doing his job. The community manager is well known here. His name is Tom. At least have the courtesy to address him although he can't wave a magic wand either.

Now TV has only been available just over a year, so let's get our facts straight before we throw around accusations about "years".

Netflix is the only On Demand service to provide subtitles.

Lovefilm, BTVision and Now TV etc do not. Nor do many of these companies do anything to make their products suitable for those with sight problems. Netflix again lead the way in a highcontrast setting, BTVision are the worst, I can no longer use it. Now TV could do better.

I am no lover of the Murdoch media empire however Sky do have a wonderful accessibility service - albeit well hidden and for those who need it lists of programmes that have AD.

No On Demand service provides AD.

So let's be reasonable shall we?
No threats?
No attacks on employees?
_________________________________________________________________
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Or visit my website @ kafkasworld.com
Wolverine2k
Mentor

Re: subtitles

@Sophie_2013 

 

I'm afraid I don't believe it's possible to escalate this thread anymore as it has been marked as "solved".

 

Multi billion pound company using quite possibly the worst community software on the market. Bravo. I've already had problems with these rubbish forums with EE who use the same rubbish software.

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Sophie_2013
Mentor

Re: subtitles

Hi StuartRogerson,

Thanks for your reply, but I'm afraid you must have rather misread my tone. Threats..?! Attacks..?!

I am merely criticising the poor communication templates that Sky provides on this website. 

Facts. Google this and you'll see that Now TV has been supplied as some type of box and there are threads from 4 years ago. On this website alone there are posts from 2 years ago. I'm going from these threads - afraid I haven't written a well-researched article yet, but as a consumer writer I really do take an active interest in these issues.

If believe I am as entitled to my views as you are. But I think it's a bit of a stretch to call anything I said a threat or attack. As a customer I'm entitled to criticise tardy communications. Perhaps it's not specifically Aaron's fault - potentially Sky is providing him with poor templates to communicate with customers. If you go back over the threads over the years on here and externally, you would appreciate why a lot of people are getting so irritated.

As a customer, if I have a poor customer experience, this is the place I am entitled to leave feedback. It's quite up to you if you want to perceive that as an attack or threat, but personally feel I am just pointing out the facts and expressing my viewpoint on poor customer service.

I appreciate that words can be read in a number of ways, but it's the intention that matters. And aside from venting my frustrations I'm trying to get a proper response to a reasonable question. That is all everybody else has been trying to do on this forum for 2 years (yes there is a service by Now that's been around for this long apparently - I'm not sure if it came as a box or something before it came online but if you search this thread you'll find it..?)

Also, I think it is very reasonable to ask for subtitles. Thanks!


@StuartRogerson wrote:
@Anonymous User. Firstly let me declare an interest. I have major eyesight problems and hearing loss. I would appreciate both subtitles and audio description as options,

However, let's get some facts straight. Aaron is an employee so blaming him for politely doing his job. The community manager is well known here. His name is Tom. At least have the courtesy to address him although he can't wave a magic wand either.

Now TV has only been available just over a year, so let's get our facts straight before we throw around accusations about "years".

Netflix is the only On Demand service to provide subtitles.

Lovefilm, BTVision and Now TV etc do not. Nor do many of these companies do anything to make their products suitable for those with sight problems. Netflix again lead the way in a highcontrast setting, BTVision are the worst, I can no longer use it. Now TV could do better.

I am no lover of the Murdoch media empire however Sky do have a wonderful accessibility service - albeit well hidden and for those who need it lists of programmes that have AD.

No On Demand service provides AD.

So let's be reasonable shall we?
No threats?
No attacks on employees?

x

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Anonymous User
Not applicable

Re: subtitles

Until yesterday I had the same view as many of you that this thread was irrelevant and any comments were a waste of time as we were being ignored.

 

Tom (mentioned above) took time to message me privately about a few things, and although these messages were private so I won't reveal the details, reassured me that our feedback and comments will be passed on and considered.

 

I do agree some form of statement regarding the issue would be nice, just to let us know where we stand and if subtitling (and possibly audio description) features are in planning or development.