Announcement Regarding Refunds and Rebroadcast

Announcement Regarding Refunds and Rebroadcast Started by GOM.chung 14,830 Views Reply 46 Like 19 Dislike 4
	By GOM.chung	Quote
2013.01.11 Dear GOMTV.net users, Although we are still trying to work out the Live Stream/VOD issues that are still present, we realize that many of you are disappointed with how long these issues have been lasting. We would like to ask for your patience in this matter and be assured that our team is working hard to fix them. With the Up&Down stage now over, our next broadcast will be on January 22nd with the first match of Code S in 2013. This will give us a week to meticulously look over what the problems are and stamp them out. During this off-week, we will be rebroadcasting the Up&Down Groups A through E starting from January 14th and ending on January 18th. We encourage you to tune in and help us work out the current issues together! You’ll be able to experience the epic first battle in Starcraft 2 between Flash and JD! All streaming qualities (EHQ, HQ, SQ,) will be available to all for free, so please come join us. That being said, we understand that many of you are upset (rightly so) and we would like to offer a refund, if requested, to the following users: (Please note that the deadline for refund requests is by January 13th 11:59 PM (KST). - Any users who have a monthly subscription are eligible for a full refund if the subscription was purchased on and past December 11th. - Any users who have purchased a 2013 GSL Season Ticket are eligible for a full refund. - Any users who have purchased a 2013 GSL Yearly Ticket are eligible for a full refund if they were not part of the ‘Early Bird Special’ (Received a free 2012 GSL Blizzard Cup Ticket) - If you took part in the ‘Early Bird Special’ and would like a refund, we will give you a refund for the 2013 GSL Yearly Ticket minus the cost of the 2012 GSL Blizzard Cup Ticket. - For any refund requests, please send them to ticket@gomtv.net Once again, we would like to take this time to ask for your assistance in resolving this issue and it would be most appreciated if you send us any information to support@gomtv.net that explains the problem that you are currently facing. We apologize once again for this inconvenience and hope that this offer will ease some of your dissatisfaction. Thank you. GOMTV.net
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	By zickvon	Quote
- 2013.02.09 OK, it's 3 weeks already. And word on compensation plan yet?
	By Pinky28	Quote
- 2013.02.08 Has anyone at GOMTV gone to business school? It's called cost/benefit. You guys are losing money left and right for not investing is a suitable infrastructure and/or capable IT team. These kinds of things do not happen to well-established companies. What kind of company tells their customers to (paraphrase) "log in to help us figure out what is wrong. Please do not continue to increase your subscirption prices if you progressively offer lower and lower quality of service. The more a customer pays, the better they expect the service and features; ironically, it is quite the opposite: The more I seem to pay for these tickets, the lower reliability I see in service. Solid business strategy, right? Pretty sad you have a decent product but your business decisions and customer service will likely stagnate growth.
	By kaotiqueriz	Quote
- 2013.01.17 I live in the Netherlands and 1 month ago the vods speeds were so slow that I can't use them. I renewed my ticket for the entire 2013 with monthly subscription to find out this is still not fixed? It can't possibly be from the hurricane so that was a really tricky way to send the complaining customers running around in a circle. I really hope this gets fixed because even at low quality the vods stop a lot. I don't want to quit watching GSL and demand a refund but if it isn't fixed withhin 2 weeks then I will get a refund and never come back.
	By GOMTV Support	Quote
- 2013.01.16 The reason why compensation was not mentioned was beacuse we need to properly assess the situation before a public announcement is made. We are still processing the situation and when we are ready, a public announcement will be made regarding the compensation.
	By GOMTV Support	Quote
- 2013.01.16 Quote : I asked for a refund and I got no reply. For those who wonder why I would ask for a refund it's because I got so annoyed watching a loading screen that I prefer to give up GSL than go through that again. Refund process usually take 5 business days to be done. I believe your request has been already answered by now. Thank you.
	By Jacmert	Quote
- 2013.01.15 Quote : I encourage you to email ticket@gomtv.net or support@gomtv.net Hi [GOM]Junkka - so, I guess each of us yearly subscribers will have to e-mail ticket@gomtv.net individually and ask for some sort of compensation? It's a bit disappointing that you're asking us to go and do all this work, when it should be us who are compensated as loyal yearly subscription customers. In any case, I will e-mail ticket@gomtv.net and ask for a 1/12th credit of my yearly subscription (8.33%). Hopefully this can be resolved satisfactorily!
	By DraganS	Quote
- 2013.01.14 Quote : I encourage you to email ticket@gomtv.net or support@gomtv.net Shouldn't this be transparent, so all of us who got a yearly ticket can stay in the loop?
	By [GOM]Junkka	Quote
- 2013.01.14 Quote : Can you please respond to what appears to be the fact that you are giving the Yearly ticket subscribers who decide to stay on for 2013 NOTHING in terms of compensation? I encourage you to email ticket@gomtv.net or support@gomtv.net
	By Subversive	Quote
- 2013.01.14 Quote : Can you please respond to what appears to be the fact that you are giving the Yearly ticket subscribers who decide to stay on for 2013 NOTHING in terms of compensation? Can you please answer this? I'm not a yearly subscriber but Jacmert's complaint is completely valid and it annoys me that not only aren't you effectively offering compensation to yearly ticket holders but that you're not even bothering to reply to him.
	By jackthelad	Quote
- 2013.01.14 thank you team. I'm another one that won't ask for a refund. I want to watch the GSL ! :) and it appears youre working hard on this. Also something not commented on is that you let some real moron's rant on and on against you in your forums...any other company would have them moderated right out the door, so you're not shy of critisism thats for sure. It appears that the ability to buffer the games and play them back later when they are fully loaded is not available. If this is the case can you please consider bringing it back. I'm in New Zealand and our interenet providers are third-world when compared with the rest of the"developed" world. We need the ability to pre-load, (buffer, save, whatever you call it), high quality internet content so that we can watch it uninterrupted later on. I've loved the GSL for 2 years now..it beats any of the crap on regular television and its now a part of this family's life, so chin up! ignore that haters but get things fixed up for us fans (and buffering would be great ;-) Cheers (and Wolf and Khaldor, you're casting in a fairly big shadow but you're getting there..good for you guys!)
	By Grinder84	Quote
- 2013.01.13 I asked for a refund and I got no reply. For those who wonder why I would ask for a refund it's because I got so annoyed watching a loading screen that I prefer to give up GSL than go through that again.
	By FrozenSC2	Quote
- 2013.01.13 Quote : Can you please respond to what appears to be the fact that you are giving the Yearly ticket subscribers who decide to stay on for 2013 NOTHING in terms of compensation? +1 on this -- we are the supporters who have put the most cash on the table.
	By DarkGo	Quote
- 2013.01.13 SUPPORT E-SPORTS, DONT REFUND!!
	By Jacmert	Quote
- 2013.01.12 Can you please respond to what appears to be the fact that you are giving the Yearly ticket subscribers who decide to stay on for 2013 NOTHING in terms of compensation?
	By sesh1up	Quote
- 2013.01.12 gom could you please address the issue of bringing back BUFFERING VODs? its seems to be a popluar concern around here. thankyou.
	By GOMTV Support	Quote
- 2013.01.12 Quote : Thank you very much for the repeated posts to let us know that we have been heard. It is a big step and it is much appreciated. I won't be getting a refund, since I paid to watch the best tourney in the world for a reason. :) That being said, I think simply giving us an estimation as to when the EHQ vods will be up and functioning (I know it takes much longer to process at higher quality) would be great. As for bandwidth issues, I cannot speak for your end, but I have a 20mb cable connection and it streams any other source at 1080p without issue. In fact, this is the first time I have had an issue watching vods or live at all. I hope everything gets resolved soon, and good luck! It usually took few hours to open our VODs for the broadcast because we were waitng for the encoding being done. But we will change the process to open it right after the broadcast even the eocnding process of every video's not done. It will make you enjoy our service in the fatest way.
	By FrozenSC2	Quote
- 2013.01.12 Like many others, I don't see the point of the refund (I bought the full-year ticket as I want to watch a full year of GSL - getting the refund cuts me off from this). Also, saying that refund requests need to be made before we have a chance to see the improved player is a bit silly as we don't get a chance to judge the quality of the new product. The service should work. Refunding a part of the price would be more appropriate as this issue has been unprofessionally handled -- while the crisis management is decent, the new player should NEVER have gone live in this state. As a workaround, can you make the old player available? It worked fine, it had buffering, why change?
	By i_pk_pjers_i	Quote
- 2013.01.12 I don't want a refund, I just want to be able to actually buffer the VOD and enjoy the VODs like I used to all the way from GSL 2010 to GSL 2012! Please, PLEASE bring back buffering for the VODs!
	By joedirtxx	Quote
- 2013.01.12 Nice post thank you GOM.
	By Jacmert	Quote
- 2013.01.12 I would like to voice my concern regarding the GSL Yearly Ticket holders. It seems like the only option for us is to get a refund for the entire year, which is only an option for those of us who don't want to continue watching the GSL in 2013? And for those of us who took advantage of the early bird special, we'll only get a refund minus $15 (or however much the Blizzard Cup was worth)? I think the Yearly Ticket holders should at LEAST get some form of compensation for this past month's streaming issues, such as a refund of one month's worth of our yearly ticket fee (i.e. 1/12 or 8.33%) for those of us who are willing to continue with our Yearly Ticket subscription and don't want to cancel. Or am I misunderstanding this and actually Yearly Ticket holders get a full refund AND we get to keep our subscription for the entire year? (I doubt this, though). A response would be most apperciated, GomTV! Thanks.
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