iFollow

Discussion in 'Bulletin Board' started by Gally, Dec 30, 2017.

  1. Gally

    Gally Administrator Staff Member Admin

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    Just asked for a refund for my iFollow overseas streaming pass since it doesn't allow commentary AND video streaming now. Interesting to see what their customer service is like. Their webchat "customer service" was very much computer says no and pointed me at their email address.
     
  2. John Peachy

    John Peachy Well-Known Member

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    Webchat is always rubbish, unless it is a "premium service". Just been on to 3 about my phone & in the end all they could suggest was a trip into Leeds to sort it..
     
  3. Cod

    Cod Eye Active Member

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    I held off buying the season pass until I knew how good the service was(used the £5 a match pass). Unless they sort the commentary out it's safe to say I wont be plumping for the season pass any time soon...
     
  4. ScubaTyke

    ScubaTyke Active Member

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    No live video today?
     
  5. Sta

    Stahlrost Well-Known Member

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    I've cancelled too, but didn't take no for an answer when I asked for a refund. I've since received another email, here's an extract: -

    "We have received your request to cancel and for a refund and we are sorry to hear that you wish to cancel.
    If you proceed to cancel please note that as stated in the iFollow Terms & Conditions, you will be entitled to a pro-rata refund of any sums you have paid relating to the period after termination, less an administration charge of ten per cent (10%) of that refund value."

    Just keep pestering them until they capitulate.

    No live video today, but to be fair to them we all knew that some matches would not be available for various contractual reasons.
     
  6. Pepe Lopez

    Pepe Lopez Member

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    Would it really kill them to post a polite message to let us know that video is unavailable and why. I've been trying for ages to get the video through the Android app and kept getting a message that I couldn't receive the video in my location (I'm in HK). Really crap service, and as Gally says... stopping us from getting both video and commentary at the same time is a really stupid move. You just have to wonder what kind of people run these things!
     
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  7. Dis

    Distantred New Member

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    We are watching in Portugal and have commentary and replays for the 1st time, perhaps a new format from i follow
     
  8. Gally

    Gally Administrator Staff Member Admin

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    Defintely via the iFOllow site? There is a live stream out there with commentary. Must be live somewhere.
     
  9. Sta

    Stahlrost Well-Known Member

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    As far as I can tell it's not on iFollow, and even if it was there's no commentary on it.
     
  10. Dis

    Distantred New Member

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    Definately i follow, logo in top right of screen. Commentator is not matt bailey
     
  11. Pepe Lopez

    Pepe Lopez Member

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    Replays of what?
     
  12. Pepe Lopez

    Pepe Lopez Member

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    I just set my VPN to Portugal, and there is no difference in iFollow. Still no video
     
  13. Dis

    Distantred New Member

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    Cant understand why, we logged in as per normal via the app and it came straight on. The replays are of the match as it progresses .its half time now and im looking at the logo
     
  14. ScubaTyke

    ScubaTyke Active Member

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    No video in Cyprus using the app
     
  15. Sta

    Stahlrost Well-Known Member

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  16. Pepe Lopez

    Pepe Lopez Member

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    Interesting. I logged into Portugal on the VPN on the laptop. Then shared out this connection to my phone and logged into the app. And yes... there is the live video with proper commentary. Thanks Distantred :)
     
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  17. Gally

    Gally Administrator Staff Member Admin

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    Well it seems iFollow support are about as good as their service. My initial email to them and their reply

    From: Paul Gallagher
    Sent: 30 December 2017 2:38 PM
    To: [email protected]
    Cc: [email protected]
    Subject: Lack of commentary on iFollow



    Hi,

    I subscribed to the iFollow service a the start of the season. For the first couple of games when I was abroad I was able to watch the stream and listen to the commentary via a different browser tab so I subscribed to a season pass as I am likely to be away a lot.

    This has worked in this manner until very recently when it will only let me do one or the other. According to your support:

    "Currently you are unable to watch and listen to commentary at the same time.
    The product was never designed to work that way although you may have been able to do it in the past.
    As per terms and condition you can not log in to two different locations or devices at the same time and this includes two tabs."


    Well this certainly wasn't made clear to me (or any other subscribers I have talked to).

    I would like a refund please.

    Kind Regards,
    Paul Gallagher

    Their reply:

    From: Teodora Hanu (iFollow) <[email protected]>
    Sent: 31 December 2017 8:36 AM
    To: Paul Gallagher
    Subject: Re: Lack of commentary on iFollow


    Dear Paul,


    The choice of whether or not to have commentary or neutral sound/crowd noise is one made by the club. After consultation with fans some clubs to go with a natural sound/crowd noise experience.

    Since then there has been a lot of feedback from fans requesting commentary over matches and as such they may decide to change this in the future.

    For more information I would suggest contacting the club directly.

    Kind regards

    Teodora
    iFollow Support
     
  18. Gally

    Gally Administrator Staff Member Admin

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    Just replied:

    Hi Teodora,


    Let me repeat my previous email as it seems you did not read it correctly. I have highlighted what I feel are the most important parts so you don't miss them this time:
    I subscribed to the iFollow service at the start of the season. For the first couple of games when I was abroad I was able to watch the stream and listen to the commentary via a different browser tab so I subscribed to a season pass as I am likely to be away a lot.
    This has worked in this manner until very recently when it will only let me do one or the other. According to your support:

    "Currently you are unable to watch and listen to commentary at the same time.
    The product was never designed to work that way although you may have been able to do it in the past.
    As per terms and condition you can not log in to two different locations or devices at the same time and this includes two tabs."


    Well this certainly wasn't made clear to me (or any other subscribers I have talked to).

    I would like a refund please.

    So as we can see (hopefully), my question was not about the presence of a commentary feed with the stream, although I have CC'd the club to find out if there are plans to provide this, it was the fact that before I paid for the service I could watch the video and audio streams at the same time. After I paid for the service I could access the video and audio streams at the same time until a couple of weeks ago. Now I can not do this. Your support tells me that that I can not login with two tabs. This was not made clear at all and was not mentioned in the terms and conditions therefore I would like a refund please.
    I look forward to your reply

    Kind Regards,
    Paul Gallaghe
     
  19. SuperTyke

    SuperTyke Well-Known Member

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    Reply in the same manner that I did gally. The general idea was that I didn't give a *beep* who's decision or fault a problem was as the service is called ifollow. That's who I pay and that's who is responsible. If they want to pursue other people down the line e that's their choice but you pay THEM.
     
  20. Gally

    Gally Administrator Staff Member Admin

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    Very true!
     

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