25-04-2016 22:25 - edited 25-04-2016 22:26
I've attached a transcript from a chat I had with an Agent. Some questions, he declined from answering. I feel because it's nothing short of discraceful contempt for customer's.
Shyam (4/25/2016, 9:09:53 AM): I'm glad that you contacted to check.
Shyam (4/25/2016, 9:10:30 AM): Unfortunately we do not have a date as of yet.
Shyam (4/25/2016, 9:11:02 AM): Our teams are working, but I'm afraid we do not have a time frame when it will be available.
Me (4/25/2016, 9:12:17 AM): It's surprising and somewhat insulting your response. Subtitles have been requested on many MANY numerous times on your "IDEAS" section. Each time, we get a bog standard response. Which matches yours!!!!!
Me (4/25/2016, 9:12:39 AM): You have had over 4 years to work on this!!!!!
Me (4/25/2016, 9:13:04 AM): Therefore I would like the following questions answered:-
Me (4/25/2016, 9:13:16 AM): 1) Is your service currently able to support subtitles?
Shyam (4/25/2016, 9:13:29 AM): Andrew, I can really understand your situation. Even I myself find it difficult a times watching NOW TV without the subtitles.
Me (4/25/2016, 9:13:52 AM): 2) With regard to question 1 is just the case they are not switch on?
Me (4/25/2016, 9:14:13 AM): 3) How long does it take to work on subtitle implelemtation? Is not 4 years long enough?
Me (4/25/2016, 9:14:37 AM): 4) You are introducing a new box this summer for Now tv. Will this offer subtitles?
Me (4/25/2016, 9:14:58 AM): 5) Surely you are discriminating any person with hearing difficulties
Me (4/25/2016, 9:15:23 AM): 6) Why is it that you offer subtitles on Sky TV but NOT Now TV?
Me (4/25/2016, 9:15:57 AM): 7) Why are agents constantly misleading customers by asking they go to the IDEAS section to request subtitles? Clearly NOW TV are not LISTENING!!!!!
Me (4/25/2016, 9:16:08 AM): I want answers to each of my questions
Me (4/25/2016, 9:16:23 AM): maybe you are unable to answer these but there is someone there whom can
Me (4/25/2016, 9:17:44 AM): 😎 Another question....why have you closed this thread in the forum stating there is a Solution? There is NO SOLUTION
Me (4/25/2016, 9:17:53 AM): http://community.nowtv.com/t5/Account-Offers-Promotions/subtitles/m-p/366561#M14121
Shyam (4/25/2016, 9:18:16 AM): Andrew, I can understand your concern and I really wish I had a date that I could give.
Me (4/25/2016, 9:18:43 AM): I understand you dont have a date but as I stated I want answers to my questions.
Shyam (4/25/2016, 9:19:12 AM): I'll try to answer one at a time.
Shyam (4/25/2016, 9:19:39 AM): The current setup doesn't support subtitles.
Shyam (4/25/2016, 9:20:04 AM): Hence there isn't an option to switch on.
Shyam (4/25/2016, 9:20:35 AM): The team is working to get it, but we are facing issues getting it implemented.
Me (4/25/2016, 9:20:45 AM): What issues?
Shyam (4/25/2016, 9:22:13 AM): I'm afraid I cannot comment on what the issue is.
Shyam (4/25/2016, 9:22:21 AM): I hope you understand my situation.
Shyam (4/25/2016, 9:22:49 AM): We would really want to keep all our customers happy, and we are working towards it.
Me (4/25/2016, 9:23:00 AM): No I do not understand your situation.
Me (4/25/2016, 9:23:27 AM): You are not keeping alot of customers happy so you've failed in your objective with regards to those customer whom rely on subtitles
Me (4/25/2016, 9:23:50 AM): Please do continue with my questions
Shyam (4/25/2016, 9:24:29 AM): Thanks.
Shyam (4/25/2016, 9:24:57 AM): Regarding the new box being introduced...
Me (4/25/2016, 9:25:09 AM): Youve missed question 3!!
Shyam (4/25/2016, 9:25:35 AM): Oh yes.
Shyam (4/25/2016, 9:25:40 AM): Sorry I missed that.
Shyam (4/25/2016, 9:26:58 AM): Andrew, since I cannot comment on what the actual issue is, I'm unable to confirm the amount of time it can take.
Shyam (4/25/2016, 9:27:03 AM): I'm sorry about that.
Shyam (4/25/2016, 9:27:15 AM): Regarding the new boxes..
Me (4/25/2016, 9:27:25 AM): Sorry....when was NOW TV started
Shyam (4/25/2016, 9:28:16 AM): NOW TV was launched some time in July 2012.
Shyam (4/25/2016, 9:29:05 AM): We then only had films but later added sports and entertainment.
Me (4/25/2016, 9:30:24 AM): So you've had 4 years to come up with a solution and still have not done so. That is not reasonable or acceptable. The only conclusion anyone could derive is your not bothered about customers with hearing difficulties!!!!!!!!!
Me (4/25/2016, 9:30:58 AM): 4 years!!!!!!!!!!! And still you insist it's being worked on????
Me (4/25/2016, 9:31:00 AM): Really?
Me (4/25/2016, 9:31:11 AM): Come clean....tell me the truth
Shyam (4/25/2016, 9:31:33 AM): I totally agree with you that we had time to work on, however we were working towards making the services steady before we add more features to it.
Me (4/25/2016, 9:31:40 AM): Are Now TV actively planning to introduce subtitles and working tirelessly to implement them?
Me (4/25/2016, 9:32:05 AM): So you are now admitting the service is not steady???
Me (4/25/2016, 9:33:11 AM): Either way that's not acceptable! 4 years to introduce subtitles and more shockingly 4 years to ensure the service offered today is steady and still you've not achieved this?
Shyam (4/25/2016, 9:33:33 AM): We do have a fully capable servers and because of the number of new customers joining, we have been working to making it capable to serve a greater customer base.
Shyam (4/25/2016, 9:34:06 AM): When we started NOW TV was only available on PCs.
Me (4/25/2016, 9:34:06 AM): A greater customer base for those with perfect hearing?
Shyam (4/25/2016, 9:34:55 AM): Andrew, I totally understand this is frustrating to you and at times even I find it difficult without subtitles.
Me (4/25/2016, 9:35:17 AM): Subtitles have been available on other services for a good while. And yet NOW TV seem unwilling to cater for it's customers (either present/past or future)
Me (4/25/2016, 9:35:39 AM): Please continiue with my questions
Shyam (4/25/2016, 9:35:42 AM): We are constantly involving and over these years have add quite a few devices to our supported devices list.
Me (4/25/2016, 9:36:10 AM): devices which still do not offer any subtitles (or added features come to that!!!)
Me (4/25/2016, 9:36:47 AM): question 4 please?
Shyam (4/25/2016, 9:36:52 AM): Yes, sure.
Shyam (4/25/2016, 9:38:35 AM): The new box is under testing phase and hence we cannot comment anything about the features that are available on these new boxes.
Me (4/25/2016, 9:39:25 AM): Surely you know if subtitles are to be included? There are settings on the white Now TV box but it needs subtitles to be enabled in the first place?
Me (4/25/2016, 9:39:40 AM): next question please!
Shyam (4/25/2016, 9:40:30 AM): Andrew, even we have not got any details of the new boxes.
Shyam (4/25/2016, 9:40:50 AM): Discrimination is not the word I would relate it to. We really want to make the service available to all but currently can't get it sorted.
Me (4/25/2016, 9:41:05 AM): Discriminate is exactly the word!!!!
Me (4/25/2016, 9:41:37 AM): You are not catering for your customer's whom have hearing difficulties! Why is it SKY TV have subtitles but NOW Dont
Me (4/25/2016, 9:42:02 AM): 966 business days youve had to resolve subtitles...next question
Shyam (4/25/2016, 9:42:05 AM): Sky TV and NOW TV work on totally independent platforms, using different technology and hence we cannot compare them.
Me (4/25/2016, 9:42:24 AM): but you are part of the same group?
Shyam (4/25/2016, 9:44:13 AM): We are indeed powered by Sky, but Sky is around 25 years old.
Me (4/25/2016, 9:44:46 AM): it hasnt taken sky 25 years to offer subtitles though....any way next question please
Shyam (4/25/2016, 9:45:07 AM): Sure, it didn't but it took time to add them.
Me (4/25/2016, 9:45:16 AM): 4 years?
Me (4/25/2016, 9:45:20 AM): next question
Shyam (4/25/2016, 9:46:21 AM): The next was about subtitles available in Sky and not in NOW TV.
Shyam (4/25/2016, 9:47:18 AM): Sky and NOW TV work on two different platforms and uses altogether different technologies.
Me (4/25/2016, 9:47:36 AM): Please continue to answer my questions in as much detail as possible......I will not interupt you
Shyam (4/25/2016, 9:47:44 AM): Thanks Andrew.
Shyam (4/25/2016, 9:48:09 AM): The next is the seventh one.
Shyam (4/25/2016, 9:48:20 AM): About agents misleading.
Me (4/25/2016, 9:48:37 AM): I may or maynot respond similar to the answer as to when subitles will be introduced
Shyam (4/25/2016, 9:50:14 AM): I'm afraid I cannot give you a date because I haven't been given one here.
Shyam (4/25/2016, 9:50:29 AM): In answer to the seventh question.
Shyam (4/25/2016, 9:51:43 AM): We do encourage our customers to share their Ideas with us, because if there is something that can be implemented without much change to current setup we will try to add them at the earliest.
Shyam (4/25/2016, 9:52:25 AM): It also helps the team to gauge the requirements of our customers.
Shyam (4/25/2016, 9:54:26 AM): I was checking the link you gave me.
Shyam (4/25/2016, 9:54:50 AM): I'm ashamed to say that I've never used it.
Shyam (4/25/2016, 9:55:10 AM): Hence just to confirm, are you not able to add a new comment to it?
Shyam (4/25/2016, 9:58:29 AM): Did you try adding a post on the site?
Shyam (4/25/2016, 10:01:24 AM): I haven't heard from you in a while. Are you still there?
Shyam (4/25/2016, 10:04:25 AM): I’m sorry we couldn't finish our chat. I haven't heard back from you so I'm finishing this chat. If you need any further help contact us again.
If you need any further assistance, please visit the help section on our website: http://www.nowtv.com/help .
**** So there we have it********
I don't believe for ONE second that Now TV actually intend to introduce Subtitles and yet they continue to give people the fob off they have done since launching. I must concur that this Government does not help one jot as they refuse to force Discriminationary behaviour like that of Now TV to actually implement aids which will ensure FAIR viewing for ALL of it's customers.
Question: Do people with hearing difficulties not enjoy Films/Drama/Comedy/Sport with the benefit of Subtitles?
Answer: Yes, as long as it's not streamed on NOW TV!!!!!!!
Come clean NOW TV!!!!!!!
01-05-2016 14:27
@Anonymous User NOW TV are not the only live TV streaming service that fails to provide subtitles...
I agree with the agent when they say "Sky TV and NOW TV work on totally independent platforms, using different technology and hence we cannot compare them."
NETFLIX don't stream live TV, it's all ondemand content. Adding subtitles to NOW TV's ondemand stuff should be pretty straight forward, subtitles on their live TV streams however is going to take a whole lot of work, money and likely the use of third parties to implement.
01-05-2016 21:40
01-05-2016 7:30
01-05-2016 14:35
@Anonymous User wrote:
Is Alan sugar still part of now TV?
Hi @Anonymous User
I think you mean is Alan Sugar still part of Youview. No Alan Sugar isn't part of Youview any more. And as far as I'm aware he has never had anything to do with nowTV
01-05-2016 18:28
05-05-2016 16:43
29-05-2016 23:02
29-05-2016 23:08