When is a admin actually gonna take care of this issue?
http://support.jwplayer.com/customer/portal/questions/13037694-problems-upgrading-my-premium-account-to-jw-7
14 Community Answers
MisterNeutron
User
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Yeah, I had no problem with my free account (under this username), but my Premium account absolutely refuses to update - same error you're seeing.
My observation is that JW does a very-good-to-excellent job of producing player software. Website design and functionality, not so much.
jherrieven
User
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And what about support for that player software...?!
MisterNeutron
User
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Yes, it's been sort of hit-or-miss lately. Known problems hang around forever, even when someone has handed them the solution on a silver platter.
Todd
JW Player Support Agent
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fs1006, I just replied to you in http://support.jwplayer.com/customer/portal/questions/13037694-problems-upgrading-my-premium-account-to-jw-7
MisterNeutron, your account is in the same state as s1006. I will get an update with resolution steps for you all today.
As for our support responses, we’re a small team and we work really hard to reply to everyone as fast as possible. We’ll have some new documentation and training materials in place soon, so hopefully users will be able to get answers to their questions without having to e-mail us.
mark
User
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Doubling the entry price point for business should bring in more cash for more staff.
Todd
JW Player Support Agent
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The entry price point has actually gone to $0. All of the features that were part of JW 6 Pro (at $149) have now been moved to JW 7 Free. There should be a more formal announcement shortly, but that means the watermark has been removed in the new free version. You can also change the skins just like you could in JW 6 Pro.
jherrieven
User
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"As for our support responses, we're a small team and we work really hard to reply to everyone as fast as possible."
Interesting...
Whereas now there appears to be 4-5 "regular" JW personnel tending to the forums, the support "service" has actually degraded drastically compared to when Ethan was heading them up (mostly single-handed).
Ethan used to ensure every topic had a response the same day it was posted, even if the answer was "I don't know but i'll find out". Back then there were more forums + he was (and still is) providing support across other mediums - such as StackOverflow.
Let's check out the figures since the launch of JW7 - arguably a pretty key time to be performing well...:
EMBEDDING
==========
No response from JW: 50%
Inadequate JW response: 18%
Answered by other forum members: 40%
Answered by JW: 9%
CUSTOMISATION
=============
No response from JW: 22%
Inadequate JW response: 44%
Answered by other forum members: 56%
Answered by JW: 22%
STREAMING
=========
No response from JW: 31%
Inadequate JW response: 15%
Answered by other forum members: 8%
Answered by JW: 54%
VIDEO ADS
=========
No response from JW: 0%
Inadequate JW response: 0%
Answered by other forum members: 17%
Answered by JW: 100%
PLATFORM
=========
No response from JW: 43%
Inadequate JW response: 43%
Answered by other forum members: 14%
Answered by JW: 14%
JAVASCRIPT
==========
No response from JW: 67%
Inadequate JW response: 0%
Answered by other forum members: 33%
Answered by JW: 17%
No prizes for guessing where the focus is...
James Herrieven
mark
User
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They need to leverage this forum by encouraging more user based responses.
This is not a forum like you expect to see , questions get locked after a couple of weeks whether it is solved or not, you can't edit mistakes in typing, you can't post pictures,videos etc. You are constantly flicking between article and questions tabs and then if you want to post a question you have to go to the bottom of the page on the questions tab and all of this makes this forum VERY un -user friendly.
With such a large user base it's quite clear to me that people hate the support forum and so therefore the load it all on staff and James,myself and Mr Neutron
jherrieven
User
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Indeed.
Also quite telling that in the last TWO days, there has been ZERO JW response to any new topics - save one by "George".
MisterNeutron
User
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James - email me. My address is myusername at myusername.com
I promise I won't send you links to cute kitten pictures. ;)
MisterNeutron
User
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From Todd: " I will get an update with resolution steps for you all today."
That was three days ago. Still nothing but a persistent error message, and the sound of crickets chirping.
MisterNeutron
User
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Now 13 days and counting that I can get to JW7 with my free account, but CAN'T get to it with my Premium account. This is an almost unbelievable display of incompetence.
Todd
JW Player Support Agent
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Sorry guys, the engineers needed a few extra days to resolve the JW 7 upgrade issues. I have updated the other forum thread with the following:
This resolution for this issue will be ready tomorrow. You will receive an e-mail after the fix is deployed giving you two options:
1) update your account to JW 7 Free, or
2) choose JW 7 Premium at a discounted price.
MisterNeutron
User
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This does, finally, appear to have been resolved.
I've opted to close my Premium account, since I won't be using it any longer. I'll keep my free account (this one).
I can't really use JW7 in my application anyway, since I'm distributing it to hundreds of people. They won't tolerate having to create an account to use the free player. The next step after JW6 will be straight HTML5 <video> and <audio> tags.
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