Cathe Friedrich Forums

kinleysmom1 · #11 12-04-2009, 12:09 PM

Maybe I'm missing something, but you seem to be very angry about a video? There are more important things in life than to be so upset over a video. Try and get over it!

Conni · #12 12-04-2009, 12:33 PM

I think the point is the problem with the customer service department regarding this issue. If I make a purchase, be it large or small, I expect to be treated with the respect due to a any paying customer. I also expect my problems to be treated with the same expediency and professionalism due me as a consumer.

Having said that I would take my refund and shop elsewhere..

JMO

carres1973 · #13 12-04-2009, 12:54 PM

I can understand being upset with customer service. I have been upset with customer service many different places (hello, Beach Body??!!). However, I didn't go onto the companies forum and post a tirade of all the comings and goings and happenings. The OP seems very angry, which I can understand. I don't know that the "he said/she said" helps though.

Carrie

mdheine · #14 12-21-2009, 09:36 PM

I am also an unhappy customer. I think there is nothing wrong with sharing a bad experience so that other people can make an informed decision as to whether or not they want to risk purchasing something that may not work.

I have been unable to download my purchase, and due to the slow response time, it's been over 2 weeks and I still have no resolution. I have been unable to speak with an actual human being and am very frustrated at this point since they won't refund my money or fix the problem. I download all sorts of files and I've never had this problem. The problem is on their end and they know it. They should not sell nor offer downloads until they can support them.

SNM Videos · #15 12-21-2009, 10:17 PM

We are currently not aware of any problems with any of our downloadable files. I understand your frustration with not being able to download a file, but the problem more than likely is not with the file. We have had thousands of files downloaded without any problems whatsoever. Yes, there are issues with some people, but this is true with any download site on the web as there are thousands of different computer, browser and operating systems that customers use. I'm not familiar with your case, but I would suggest trying either a different web browser or a different computer to download. I understand you have downloaded other files, but you probably have not downloaded an m4v file as this is not a format that movies use. Two weeks may seem like a long time, but the answers to a problem like yours are not simple to solve and there may be nothing on our end we can do. Again, I'm not familiar with your case, but I would suggest trying a different browser and/or a different computer to see what happens and continuing to email customer support.

bonvivant · #16 12-22-2009, 09:56 AM

Quote:

Originally Posted by mdheine

I am also an unhappy customer. I think there is nothing wrong with sharing a bad experience so that other people can make an informed decision as to whether or not they want to risk purchasing something that may not work.

I have been unable to download my purchase, and due to the slow response time, it's been over 2 weeks and I still have no resolution. I have been unable to speak with an actual human being and am very frustrated at this point since they won't refund my money or fix the problem. I download all sorts of files and I've never had this problem. The problem is on their end and they know it. They should not sell nor offer downloads until they can support them.

Are you saving the file or opening it? What kind of operating system are you using? If you open rather than save, there is a chance the file isn't playing.

Mv4 files need iTunes or Quicktime or Zune unless you have Windows 7, which has the CODEC to support the file format. If you're on a MAC with the right system requirements and versions of iTUnes and QT, you should be able to open it.

SNM, perhaps adding a test download so customers can check their system before buying might help. That way they can troubleshoot problems ahead of time. Also, have you considered offering other file formats? That might help, too.

JulesMT · #17 03-28-2010, 11:21 AM

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Disclaimer: Geeky husband post, so don't blame JulesMT...
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Short version: Dump SSL on the download links and things will be better

Long version:

My wife also experienced continual download stalls/timeouts gathering a bunch of 800MB - 1GB video files she purchased. This occurred on several different machines we have at home -- a couple Macs (with Firefox, Safari, and Chrome) and an older XP machine with IE7.

I took a look for her and noticed that all these downloads are handled by SSL based HTTP requests to files that e-junkie stores on Amazon's S3 cloud. While there is nothing wrong with S3 (I actually use it for massive file distribution also), I think the SSL encryption is tripping things up for some people. In my experience, having a persistent SSL connection up, with a gigabyte of encryption/decryption, can have some wacky effects.

As a simple test, I tried downloading one of the 800MB files she purchased with the SSL link provided. Firefox stalled 11 times (requiring a pause/resume) before the download was complete. By simply performing a request for the same file *without* SSL encryption it downloaded entirely in one shot without intervention. After that I loaded up 10 files (in iGetter) using standard http (non ssl) URLs and all completed without any auto resume calls.

I doubt there is any real need for SSL encryption on the actual video downloads (and they are available via non-SSL calls already) -- so personally I'd just tell e-junkie to drop the SSL. I think that would clear things up for people having trouble.

For anyone else having trouble right now, you can try the following:

- Start the download in Firefox
- Cancel it with the X in the downloads window
- Right click on the canceled download and choose "Copy Download Link"
- Paste URL back into the browser and replace "https" at the beginning with "http" and give it a shot

Using download assistant apps, like iGetter, is sort of a pain as the download page uses Javascript to post the download requests rather then direct links.

So if you use one, you'll have to do something similar to what's posted above to get at the real file URLs. At that point you might as well change the URLs to http also as it will be faster and less prone to problems.

Good luck...

drover · #18 03-28-2010, 02:45 PM

i am not here to add anything, i just get a kick out of reading all this computer mumbo-jumbo.

i am so computer illiterate, you would laugh. my son is a programmer, and talking to him at times is like listening to someone in a foreign language. i am not in any way downplaying anyone's problems on here, i just have no idea what most of ya'll are talking about.