BBC iPlayer - www.bbc.co.uk/iplayer Review

Useless customre service

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★★★☆☆

2.6 / 5

From 29 reviews

51.7% of users recommend this

arum_lily's review of BBC iPlayer - www.bbc.co.uk/iplayer

★★☆☆☆

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“Useless customre service”

Written on: 19/08/2012 by arum_lily (1 review written)

On a regular basis I have to contact iPlayer as programmes have no download option. I`m used to that inefficiency but now iPlayer has lost all of my downloads & I am unable to download any programmes so it`s now totally useless. I have wasted hours trying to get it to work. Eventually at the bottom of so-called help page I found what sounded like the solution to my problem dated 24.7.12. Unfortunately their solution doesn`t work, it`s supposed to be a patch for those who have this problem but there is no patch anymore. I just hope they manage to fox this problem before my downloaded programmes have expired Their emails in reply to problems come from an address that can`t receive emails so they give you a very long reference number if you need to reply. With the problem I have it`s not as simple as a programme that won`t download, it`s very complicated for them to explain - if they understand what they`re doing. It`s great WHEN it works but not when it loses your downloads.

Arum_Lily's Response to arum_lily's Review

Written on: 25/08/2012

To add to my previous review...
It`s now 25/8/12 & the `support` team still haven`t fixed the problem. They`ve directed me to instructions for finding the iplayer log. Totally useless instructions. I have to send them my log files. Go into Windows Explorer, select Tools - there is no Tools option just 4 libraries. I eventually found something in their instructions that I had to tick a box `show hidden files`. Then I had to try to find the log files. I found files in MY Documents library but not log files. I told them on their restrictive webform that the log files were no longer there because I tuned off iplayer when it wouldn`t work. It took them 2 days to come back & say they must be there. I just want to download & watch programmes not waste hours going through files on my laptop. I seem to be doing their job. THERE IS NO WORKING CUSTOMER SUPPORT. Be very, very careful when downloading programmes as you could lose them, you`ve downloaded serials or series you are stuck. I wish I could change my rating from 2 stars to none. If anyone can help me I.

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