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Post by alloyplatypus on Feb 10, 2014 19:11:58 GMT 12
I had problems at the very very start of night one, which involved no video for two laps and no audio (but video) for two races, after that though it was fine. The audio was quite bad the rest of the night however. As i've stated, nothing worth crying over Yep, well of all the people that got to keep the stream, i am glad you were one of them because it was good being able to keep up with results and know what was going on still. Thanks for that. |
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Post by BarryB on Feb 10, 2014 19:26:23 GMT 12
As i've stated, nothing worth crying over It certainly seemed to vary from person to person what they got and what they missed, I'm not sure how that happens but it definitely did, but considering VideoHub are charging almost twice as much per night as Speedbox used to (and people complained about that), and that's without the dedicated commentator (so that the commentary was synced in with the pictures) and the exclusive interviews that Speedbox did, I think it's fair to expect VideoHub to deliver a better service than they did on Friday night. I'm still waiting for a response to an email sent to them early Saturday afternoon. As mentioned, Saturday night's stream was much much better, although there's still the unanswered issue of having to pay $US40 for something that we were advised was going to be free. Crying? No. Unhappy? Yes. Barry B |
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Post by Dirt_Fan on Feb 11, 2014 6:22:53 GMT 12
So no doubt some of you would have politely asked for a refund for night one, I did and the request was granted on the grounds that it would be at a later date because he had to get the stream going for saturday.
But!!! I wake up this morning to this e-mail....(please excuse the length)
Hello Speedway Fans.
It is with sincere disappointment that I write this note.
I am very sorry our stream didn’t live up to your expectations.
Since Friday night I have received a completely overwhelming number of Email, FB messages, TXTs and phone Calls. I delegated the job looking after Facebook to one of my employees.
He put the refund notice up. He miss understood my instructions, which was my fault.
I had thought, until todays debrief that it had been removed. I can’t make that decision. That has made things a lot worse.
From your messages there seems to be all sorts of experiences of our stream.
Some of the issues were definitely mine and some were with Dacast, the company in the US who supply the streaming.
I am just as frustrated as you, for your poor experience.
Some people had better stream than others.
That is mostly to do with the nature of the internet.
That is why I tried to reply to the people who emailed me first.
Then I became pre-occupied with running the next nights events.
The stream going down happened to all the viewers.
The ability to pay and then watch is also an issue with Dacast.
We control were the cameras are pointing and how zoomed they are, and whether they relate to the commentary. That is our fault. The audio is something we get as a bundle and then mix it with the track sound.
We don’t have full control of this but we do control the overall level.
The internet we had this weekend just gone, from our point of view was the best anyone could ask for but we have no control over your internet.
Contrary to popular opinion, I only get a small margin of the sales and have little say in whether there are refunds. I need to wait till that decision is made.
Despite my best efforts, there are always going to be issues with this technology.
I understand, those people who are really angry about the results.
Please review the website you logged into, to understand our terms of trade.
Over the last days I have been receiving lots of messages of support. Thankyou to those people. The decision what happens now, isn’t mine.
I appreciate your patience.
Chris Morton
So am I to believe that he is now backing out of a refund that was promised on his behalf?
A lot of people brought the second night because of this good will but if its written the way I think it is we basically got scammed. Is he able to be held accountable because at this point I feel he needs to be.
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Post by iaccelerate on Feb 11, 2014 6:24:50 GMT 12
I don't think he's saying you wont get a refund, just that there is a process he has to go through before he can give one.
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Post by Dirt_Fan on Feb 11, 2014 6:35:08 GMT 12
I don't think he's saying you wont get a refund, just that there is a process he has to go through before he can give one. Don't get me wrong, I'm not trying to be unreasonable, I just though I'd get someone else to read it as maybe I interpreted it wrong. |
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Post by BarryB on Feb 11, 2014 8:09:36 GMT 12
I don't think he's saying you wont get a refund, just that there is a process he has to go through before he can give one. I disagree with they way you're reading it. He's referring the reader (I got the email twice) to their Terms of Trade, which as we know is "no refunds unless the event doesn't go ahead". But mistake or not, we WERE advised by VideoHub that we were getting a free stream on Saturday night (offer later withdrawn and now not even acknowledged was ever made) and later advised that we WOULD receive a refund if we sent in our Dacast receipt (an offer that he's now saying was a mistake, and whether we get a refund or not is out of his hands). I purchased Night 2 based on their offer of a refund for Night 1, which Chris is now saying was offered in error. He is accepting fault but not responsibility. Barry B |
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Post by dwayne on Feb 11, 2014 8:44:37 GMT 12
Yip Barry, that's the way I see it. Blameing employees doesnt cut it, Chris is responsible for what his business has offered. Obvious this is a financial issue, and i can see the service being offered going the speedbox route. Which is a shame, but you have to be able to guarantee an acceptable level of service, and stand behind that promise...Reality is until we lift the bar on the technology/stability we either have to attend the events or accept a low standard at present..Not a great position to be in. Saturday nights covereage was good, apart from Cameraman, but Friday was an absolute shocker..The fact they couldnt keep customers informed, and then all the mis information doesnt give you much comfort these guys are going to be around for the long haul...
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Post by chunkey on Feb 11, 2014 9:25:04 GMT 12
It's a case of " I care but take no responsibility for what happens" bit of a tui add!
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18c
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Post by 18c on Feb 11, 2014 9:35:58 GMT 12
Not only as above but there was also a discount code if you didn't take the refund. (That we never got) but people pointed out you were worse off using the code unless of course there is no refund. One of the things I don't understand was we have had most of the streams this season and most have been very very good. So apart from the massive price hike what was the difference? How could it be so bad compared to previous streams using the same equipment. The $47 was false as well I got charged $50.16 Fri and $50.08 NZ Dollars Sat. That's my next issue why can't it just be in NZ Dollars. If the stream was cheaper like previous ones this season if it comes and goes a bit well so be it but the price hike was not justified by a better stream. And a complete failure followed by lie after lie is not acceptable. As an aside it isn't the first time they have backtracked. One of the rainouts had a code for the next night. We were going camping so knew there was no chance of using it. When I emailed them I have in writing that I would be able to use the code for any other event (except the superstock teams). The next time we tried to use it it wouldn't work, rung them and they said no it was only for that night. I also have the screen shot of Friday Nights free Saturday offer that was obviously written by Mr Nobody
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Post by BarryB on Feb 11, 2014 10:40:37 GMT 12
Which is a shame, but you have to be able to guarantee an acceptable level of service, and stand behind that promise...Reality is until we lift the bar on the technology/stability we either have to attend the events or accept a low standard at present..Not a great position to be in And I don't mind accepting a lower level of presentation personally, but only at a much lower price than $NZ 47 50 per night we were charged. That's almost twice what Speedbox were charging, for what they (VideoHub) admit is not a Speedbox-style presentation. At $NZ 47 50 I expect something a little better than what we got, especially on Friday night, as they've done better before and did better on Saturday night. It still wasn't a $50 product in my opinion, even on Saturday night, but as I was unable to be there I paid it knowing I was paying over the top, even on a good night. I think it's called a "captive audience". Friday night for most was the problem night. Barry B |
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Post by BarryB on Feb 11, 2014 10:44:56 GMT 12
The $47 was false as well I got charged $50.16 Fri and $50.08 NZ Dollars Sat. I hadn't checked the exchange rate. That's even worse.......... Barry B |
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Post by mordecai on Feb 11, 2014 11:00:53 GMT 12
Not only as above but there was also a discount code if you didn't take the refund. (That we never got) but people pointed out you were worse off using the code unless of course there is no refund. One of the things I don't understand was we have had most of the streams this season and most have been very very good. So apart from the massive price hike what was the difference? How could it be so bad compared to previous streams using the same equipment. The $47 was false as well I got charged $50.16 Fri and $50.08 NZ Dollars Sat. That's my next issue why can't it just be in NZ Dollars. If the stream was cheaper like previous ones this season if it comes and goes a bit well so be it but the price hike was not justified by a better stream. And a complete failure followed by lie after lie is not acceptable. As an aside it isn't the first time they have backtracked. One of the rainouts had a code for the next night. We were going camping so knew there was no chance of using it. When I emailed them I have in writing that I would be able to use the code for any other event (except the superstock teams). The next time we tried to use it it wouldn't work, rung them and they said no it was only for that night. I also have the screen shot of Friday Nights free Saturday offer that was obviously written by Mr Nobody wow that's ya grandstand ticket there |
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Post by Admin on Feb 11, 2014 11:05:06 GMT 12
Not only as above but there was also a discount code if you didn't take the refund. (That we never got) but people pointed out you were worse off using the code unless of course there is no refund. One of the things I don't understand was we have had most of the streams this season and most have been very very good. So apart from the massive price hike what was the difference? How could it be so bad compared to previous streams using the same equipment. The $47 was false as well I got charged $50.16 Fri and $50.08 NZ Dollars Sat. That's my next issue why can't it just be in NZ Dollars. If the stream was cheaper like previous ones this season if it comes and goes a bit well so be it but the price hike was not justified by a better stream. And a complete failure followed by lie after lie is not acceptable. As an aside it isn't the first time they have backtracked. One of the rainouts had a code for the next night. We were going camping so knew there was no chance of using it. When I emailed them I have in writing that I would be able to use the code for any other event (except the superstock teams). The next time we tried to use it it wouldn't work, rung them and they said no it was only for that night. I also have the screen shot of Friday Nights free Saturday offer that was obviously written by Mr Nobody wow that's ya grandstand ticket there Just your travel, accommodation and grub to pay for now  |
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Post by mordecai on Feb 11, 2014 11:06:21 GMT 12
wow that's ya grandstand ticket there Just your travel, accommodation and grub to pay for now yes prob worth it tho maybe this refund / no refund issue could be a fair go matter |
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Post by BarryB on Feb 11, 2014 11:19:38 GMT 12
wow that's ya grandstand ticket there Just your travel, accommodation and grub to pay for now I don't really see that as being the point Gordon (plus most of us still eat grub when we stay home - well, I do anyway  ). It's always better being there and worth paying good extra dollars for that experience, but if you are offered an alternative and purchase that alternative (over $100 for the 2 nights now it seems), I think it's fair you receive it. Plus if you get offered a free stream or a refund because the provider accepts they cocked up, which we were all offered, then you should receive that too. Barry B |
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Post by Admin on Feb 11, 2014 11:29:10 GMT 12
Just your travel, accommodation and grub to pay for now I don't really see that as being the point Gordon (plus most of us still eat grub when we stay home - well, I do anyway ). It's always better being there and worth paying good extra dollars for that experience, but if you are offered an alternative and purchase that alternative (over $100 for the 2 nights now it seems), I think it's fair you receive it. Plus if you get offered a free stream or a refund because the provider accepts they cocked up, which we were all offered, then you should receive that too. Barry B Not arguing that at all Barry.. Just pointing out that even at $50 there is a saving on the cost of actually attending. The streaming issues have been badly managed by the suppliers, no argument there. |
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18c
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Post by 18c on Feb 11, 2014 12:55:07 GMT 12
I don't think people make the decision to go or not go to Palmy based on the live stream will only cost them $100 nothing beats the live atmosphere. But for those that can't make it the option was available but didn't deliver.
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Post by stockyracer on Feb 11, 2014 14:03:24 GMT 12
Good point 18c. That's my position. Would rather attend but couldn't. I checked the bank this morning and have been charged $49 buck for Friday and Saturday and didn't see a thing. I've done as video hub have asked such as send my da cast receipts to them. The way it's looking to be honest I'm not holding out for the refund. Probably looke like I willnt use this dis organised service again. But still holding a slight hope they will pull through and look after us punters.
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Deleted
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Post by Deleted on Feb 11, 2014 15:34:47 GMT 12
I am slightly hartened by the fact that they say the promoter has the final say about refunds, I beleive that he is a fair man, and for the record Mrs Jam is seeking a refund for night 1.
BUT
If you brought a tin (or $50 worth) of Baked Beans from pak n save and each of the tins was anywhere from 10%-40% full you would take them back to Pak n save and expect a refund from them. I know I most deffo wouldn't put up with some bull pucky about "Ohhh we will see what Watties have to say ans see if they will give you a refund". Pak n Save would be obliged to refund you, then take it up with whoever they need to.
I don't give a rats what the T & C's say, as others have pointed out, the CGA overides that
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Post by BarryB on Feb 11, 2014 15:49:45 GMT 12
I am slightly hartened by the fact that they say the promoter has the final say about refunds........ Where does it say that? I thought Dacast, the American mob, would have the final say (which means I don't fancy our chances). Although, like you, the normal way in this country is you seek redress from the person you deal with over here, that being VideoHub. What they do to recoup their losses is their business. Barry B |
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). It's always better being there and worth paying good extra dollars for that experience, but if you are offered an alternative and purchase that alternative (over $100 for the 2 nights now it seems), I think it's fair you receive it. Plus if you get offered a free stream or a refund because the provider accepts they cocked up, which we were all offered, then you should receive that too. 