Official Slacker Forums

[dsosby]

I actually took the time to register for this forum so I could post this:

This is a JavaScript error that has been occurring since Friday that renders the software UNUSABLE. That's at least 5 days! Can you not even release a workaround that at least makes the software perform the most basic task it was designed to do?

I am a developer by trade, and have to say, I'd be FIRED if I couldn't fix my money-making software in 5 days. You have to realize that the only users that use this software are PAYING to use it. You should drop everything to fix it. What is the reasoning? What is the excuse? How many developers do you have working on the problem? How many total developers do you have?

Ridiculous.

[TBolt]

not to take sides here, but i think of the desktop software as a convenience rather than THE platform for Slacker. i know you know this already, but hey...open a tab in your browser to Slacker and leave it open all day or stream the radio on your mobile device until they fix the desktop app. there are bigger problems than this.

[fullbug]

Well Rome E, this really isn't the proper thread to beat this up, but let's just use the account management feature being moved in the software player as an example. Yes it was pointed out to me earlier ...In this thread by another helpful user.. But I searched the forum for "account management" and "software player update" and didn't fine where Slacker ever mentioned the change. Even in your write up about the "new" software player. Again Reactive.

In fairness to RomeE, he did post about the account management feature being moved on 10/7:

new-account-management-pages-t5338.html


Michael

[RomeE]

I actually took the time to register for this forum so I could post this:

This is a JavaScript error that has been occurring since Friday that renders the software UNUSABLE. That's at least 5 days! Can you not even release a workaround that at least makes the software perform the most basic task it was designed to do?

I am a developer by trade, and have to say, I'd be FIRED if I couldn't fix my money-making software in 5 days. You have to realize that the only users that use this software are PAYING to use it. You should drop everything to fix it. What is the reasoning? What is the excuse? How many developers do you have working on the problem? How many total developers do you have?

Ridiculous.

We are currently testing out a resolution for this and hope to have it pushed out to everyone in the near future.

I do apologize for the delay in getting it fixed, and the fact it happened in the first place.

Best regards,
Rome E
Slacker Support

[doggeral]

I actually took the time to register for this forum so I could post this:

This is a JavaScript error that has been occurring since Friday that renders the software UNUSABLE. That's at least 5 days! Can you not even release a workaround that at least makes the software perform the most basic task it was designed to do?

I am a developer by trade, and have to say, I'd be FIRED if I couldn't fix my money-making software in 5 days. You have to realize that the only users that use this software are PAYING to use it. You should drop everything to fix it. What is the reasoning? What is the excuse? How many developers do you have working on the problem? How many total developers do you have?

Ridiculous.

We are currently testing out a resolution for this and hope to have it pushed out to everyone in the near future.

I do apologize for the delay in getting it fixed, and the fact it happened in the first place.

Best regards,
Rome E
Slacker Support

I appreciate the updates from support when they come and I for one can deal with an outage every once in awhile. My only complaint is that the updates are too re-active to customer complaints. Once an issue such as this one is identified in the forum it would be nice to have a daily update (even if it is simply that you are still working on it) just to let us customers know you haven't forgotten us. That would go along way towards preventing these threads from becoming complaint sessions.

Anyway my 2 cents.
Thanks

[RomeE]

Tech support e-mails to them usually go unanswered and are ignored. They continually make changes in the web player, web site, G1 or G2 firmware and deal with what it breaks re-actively. Makes me "envision" the company as 3 people operating out of their garage.

Heck the "manage account" tab is missing from my web player, so I can't even renew or manage my account!

Good Luck
Gary

I'm not sure what you mean with emails go unanswered? We have a software program that keeps track of every email that comes in, and we answer every email. If you feel that you have an email that was ignored, PM me the time/date of the email and I'll investigate. We take things very seriously as far as answering any emails that are sent to support@slacker.com or any LiveChats that come through.

As pointed out before, the Account Management was moved to the website, so that it was easier to find. One of the biggest complaints we got was that people couldn't find the Account Management. We took this feedback from our customers, and implemented a better way for Account Management to be found.

Best regards,
Rome E
Slacker Support

Well Rome E, this really isn't the proper thread to beat this up, but let's just use the account management feature being moved in the software player as an example. Yes it was pointed out to me earlier ...In this thread by another helpful user.. But I searched the forum for "account management" and "software player update" and didn't fine where Slacker ever mentioned the change. Even in your write up about the "new" software player. Again Reactive.

Then you say PM you with the dates and times my e-mails have gone unanswered? Christ over the last year who knows, because I have either used the player feature to send then (which I was told by Slacker to do) or the e-mail contact form. BOTH are web interfaces that give me absolutely no record of when I sent them.

In all the e-mails I have sent to slacker over the last year (probably 8) I have received 1 response and it was weeks later after the issue was already fixed (with the help of forum members I might add).

In any event it doesn't matter. Slacker is what it is and I (so far) am willing to pay for a premium account toi use it "when it happenes to work".

Thanks,
Gary

Thanks for the feedback. I do appreciate it. If you send an email to support@slacker.com you will get an automatic email back that gives you an incident number (For your records). This also allows us to make sure that all incidents are assigned to an agent, and that we can make sure they are responded to, and see the complete history of that incident. Also, it's tied to the email address you emailed us from, so that way we can see any other incidents (or LiveChats) you have had with us in the past (back to the beginning of this year when we implemented this... Prior, we were using outlook for emails, and so you didn't get an incident number. We did want to provide some confirmation, which is one of the reasons we moved from outlook to a software application that allowed us to create and track all incoming emails via incidents).

The Feedback bar is mainly for people to provide their feedback to us. 99% of this feedback falls into 3 categories. People requesting Music, People suggesting different products they want slacker on, and lastly, people saying how much they love Slacker. Because this email isn't mainly used for support, it still goes into an outlook folder, and so, I will admit, it's possible that some of the emails for tech support related questions may not get routed to support for us to answer. I will take this as an action to revisit the feedback process and see if we can make it better.

But, overall, if you have a problem, and want an answer, then I would say that the best course of action is to send and email to support@slacker.com and we will respond within 1-2 business days (our average so far this month is actually within 1 business day) or, if you want immediate help, then catch us on LiveChat. You can find these by clicking on "Support" at the top of the website.

Best regards,
Rome E
Slacker Support

[dsosby]

Thank you for the update Rome. Sorry if I was too harsh, but @TBolt, the #1 selling point for me subscribing to Slacker's service was the mini mode: being able to see what's playing and pausing/skipping in 1-click (as opposed to switching to browser, switching to slacker tab, then clicking) is a BIG plus for me. If it's just an "oh-yea...paying gives you this too", then don't advertise it as a selling point because it's not.

And in all honesty, sorry for the harsh post earlier. I was typing it while Slacker (including web player) was down (again) this morning. Luckily there's Pandora as a backup...I hope Slacker realizes that. I much prefer Slacker over Pandora, but if I am unable to use Slacker, then its competitors would get my (paying) use.

[RomeE]

Thank you for the update Rome. Sorry if I was too harsh, but @TBolt, the #1 selling point for me subscribing to Slacker's service was the mini mode: being able to see what's playing and pausing/skipping in 1-click (as opposed to switching to browser, switching to slacker tab, then clicking) is a BIG plus for me. If it's just an "oh-yea...paying gives you this too", then don't advertise it as a selling point because it's not.

And in all honesty, sorry for the harsh post earlier. I was typing it while Slacker (including web player) was down (again) this morning. Luckily there's Pandora as a backup...I hope Slacker realizes that. I much prefer Slacker over Pandora, but if I am unable to use Slacker, then its competitors would get my (paying) use.

No worries, I understand completely, and to be honest, it's customers like you that I enjoy. It means that we aren't just sitting back doing resting but that we need to continue to work hard to keep our customers happy. We might not succeed 100% of the time, but at least we can strive to keep working towards that goal.

I know our IT team has been working very hard today to determine what the cause of today's outage. It was not something that we had seen in the past.

Best regards,
Rome E
Slacker Support

[RomeE]

Good evening all.

We have pushed out a fix for the script error in the Software Player. Please try running the application again and if you continue to have any further issues, please contact us by email (support@slacker.com) or LiveChat (http://support.slacker.com)

Best regards,
Rome E
Slacker Support

[Blade4229]

Thanks Rome for the fix, it was getting annoying having to use the Web based player :)

[dfoi180]

Thursday October 22 2009 10:15 a.m.

Glad the player is repaired and working again.

Thanks Rome and to Slacker support. It was not the end of the world because a player wasn't working. There were alternatives to hear Slacker.

[dsosby]

Thanks Rome! Working great today.

[AnitaBath]

I had to download the latest version and reinstall to get it working. OK now.

[Dirkbg]

It's working again for me now, too. I'm using Win 7 x64 Ultimate. Thanks!

[DPK]

Script errors appear to have returned. Seriously guys, this is getting old. I pay you guys for this service.

[TBolt]

really?

just loaded the Slacker player without a problem in Windows 7 Ultimate beta version.

[AnitaBath]

The most reliable way I have found to avoid script errors is to frequently "delete browsing history" (temp files and cookies). The result (having to always re-login to websites) is a big pain. Better for me not to use the software player.