kk
Member
Likes: 81
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Post by kk on Jul 31, 2024 9:07:20 GMT
Hate to be negative but I have to agree, this has been mostly negative and frustrating. In fairness, the search engine on the site has been improved and the new discount structure would benefit the way I buy.
But everything else has taken a huge step backwards and it's unclear whether the clunky and difficult to navigate site is part of a deliberate design or something that will be improved upon in time.
Sadly the current impression I'm left with is that I'll be buying far less from Big Finish.
These days I buy releases as download only and listen through the app. If the buying process isn't straightforward and the app isn't pleasant or efficient to use, I doubt I'll be keen to buy.
As others have said, I will email because I think feedback is important and hopefully lead to improvements. But yes, just a bit of a shame overall.
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Post by timleschild on Jul 31, 2024 9:15:38 GMT
I am not an IT person who knows a lot about these things, but I have worked at companies which sold via their website and I remember being at meetings where a new website was discussed - the talk was of having the offline version first, testing it to death and then letting it go live. It seems like BF have gone straight to live without first testing it - a pretty basic (and avoidable) error. Yep this seems to be what has happened. I know I moan a lot about BF but sadly all the issues with this new website are not surprising, its symptomatic of the amateurishness of BF. This is a company that have been around for a quarter of a century yet come across like a one person in their bedroom start up!
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Post by shallacatop on Jul 31, 2024 9:23:32 GMT
From a data and migration perspective, they should have had a complete outage for the duration of the weekend. Done a data export, say, Monday 22nd July to import to the new site and then a delta once the previous site was brought down, say, 21:00 Friday 26th. That's just basics.
Haven't sent anything to Big Finish yet, as I imagine they're inundated with the same sorts of queries, but my issues are the same as everyone else in this thread, although I'd add poor accessibility to that list following the redesign. Also noticed that your order history is now meaningless as the prices are the post-release ones, not accurate to what was actually ordered. Out This Month is showing a nice throwback to February 2018 with Gallifrey: Time War 1, The Churchill Years 2 and Ghost Walk.
Spot on to consider that it's a new system for the staff too, but this should have been taken into account and they should've been training up on it for at least a fortnight prior, which also helps to weed out any testing omissions as developers or any other technically minded role don't always think like end users or customers. And I would never launch a new service without ensuring my Service Desk / Customer Services team are comfortable, have the required training, knowledge articles, scripts, etc. The only first-line support worse than a badly configured virtual agent is a human that is very clearly winging it or going through the motions.
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Post by The Matt on Jul 31, 2024 9:32:57 GMT
With the complete joke they call an app, the diminishing quality of stories (recent 6th and 7th Dr stories have been abysmal) and snotty customer service issues and I think this is the perfect time to say goodbye to Big Finish
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Post by theillusiveman on Jul 31, 2024 9:45:07 GMT
With the complete joke they call an app, the diminishing quality of stories (recent 6th and 7th Dr stories have been abysmal) and snotty customer service issues and I think this is the perfect time to say goodbye to Big Finish It’s a real tragedy what has happened to big finish A friend just showed me the shipping prices $20 for standard and $116 for express
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Post by mark687 on Jul 31, 2024 10:47:19 GMT
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Post by aussiedoctorwhofan on Jul 31, 2024 10:56:40 GMT
This is probably The Page that needs to be pinned to every Facebook Who/Big Finish official and non official page..
Everyone just piling on the posts with the same info, not taking 3 seconds to read the post from 5 minutes earlier..!
And yes.. AUD$116.36 for DHL Express Worldwide.. One Hundred And Sixteen Dollars And Thirty Six Cents...!
Nope..
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Post by theoncomingpenguin on Jul 31, 2024 10:58:55 GMT
I’m trying to see how much all of Dark Gallifrey now costs but Morbius 2 isn’t showing up and a lot of them are only offering me a download option! 🤦♂️ For those interested in the new numbers I think I’ve managed it now. All of Dark Gallifrey right now costs £234.88. If none of it had come out yet I believe the cost would be £224.20. This is compared to the bundle price of £210, so worse off either way. Not sure what, if anything, is going to be cheaper than the old bundles with the new multibuy.
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Post by timleschild on Jul 31, 2024 11:08:43 GMT
Interesting to see, but not a complete list.
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Post by vivdunstan on Jul 31, 2024 11:19:45 GMT
With currently no mention of the app. I hope they're considering improving that too. I am still hanging on to my old app for now. But agog at how terrible the new one seems to be.
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Post by mark687 on Jul 31, 2024 11:29:28 GMT
With currently no mention of the app. I hope they're considering improving that too. I am still hanging on to my old app for now. But agog at how terrible the new one seems to be. I wouldn't get rid of it till at least Tuesday 6th August as Monday 5th August it the Date BF gave for when things should be stable Regards mark687
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Post by vivdunstan on Jul 31, 2024 11:36:00 GMT
With currently no mention of the app. I hope they're considering improving that too. I am still hanging on to my old app for now. But agog at how terrible the new one seems to be. I wouldn't get rid of it till at least Tuesday 6th August as Monday 5th August it the Date BF gave for when things should be stable Regards mark687 I'm planning on keeping it for months yet if I can! Because 5th August is just the time target for sorting out missing purchases and downloads. The new app, based on what I've seen from other folks, lacks key functionality that I would miss too much. I also don't fancy re downloading all my audios in it ...
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Post by ollychops on Jul 31, 2024 11:40:34 GMT
With the complete joke they call an app, the diminishing quality of stories (recent 6th and 7th Dr stories have been abysmal) and snotty customer service issues and I think this is the perfect time to say goodbye to Big Finish It’s a real tragedy what has happened to big finish A friend just showed me the shipping prices $20 for standard and $116 for express Since you put $ I assume your friend isn’t UK-based in which case it’s only to be expected. I bought some books from the US and the standard shipping was $90, it’s only to be expected if you’re ordering internationally.
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Deleted
Deleted Member
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Post by Deleted on Jul 31, 2024 12:43:35 GMT
It’s a real tragedy what has happened to big finish A friend just showed me the shipping prices $20 for standard and $116 for express Since you put $ I assume your friend isn’t UK-based in which case it’s only to be expected. I bought some books from the US and the standard shipping was $90, it’s only to be expected if you’re ordering internationally. Yep - if you want it EXPRESS? What's the need? Standard at $20 is more than fair and pretty standard. Only Amazon really do cheaper as they have economy of scale with thousands going worldwide every day.
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Post by anothermanicmondas on Jul 31, 2024 12:48:32 GMT
I though the "out this month" was mostly right yesterday (the bundle for Vam PD seemed suspicious) but today it's February 2018...
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Deleted
Deleted Member
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Post by Deleted on Jul 31, 2024 13:11:54 GMT
I though the "out this month" was mostly right yesterday (the bundle for Vam PD seemed suspicious) but today it's February 2018...It is? OK....we can warn people about Brexit fallout, win loads on sporting events and warn Chibnall how "popular" some of his ideas are about to be... Also - invest in PPE. Will pay off in 2 years.
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Post by mark687 on Jul 31, 2024 13:22:10 GMT
Shipping Prices are all Wrong currently Apparently! x.com/bigfinish/status/1818618611176464574If anyone did get a Sales Confirmation E-mail showing a shipping that looks Wrong contact Sales (don't forget to include the Order Number) Whoever BF paid to do this Regards mark687
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Post by timleschild on Jul 31, 2024 13:41:12 GMT
Shipping Prices are all Wrong currently Apparently! x.com/bigfinish/status/1818618611176464574If anyone did a Sales Confirmation E-mail showing a shipping that looks Wrong contact Sales (don't forget to include the Order Number) Whoever BF paid to do this Regards mark687 Probably went for the cheap option? Another example of BFs amateur status?
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Post by nottenst on Jul 31, 2024 13:58:27 GMT
Thanks. I see that they do have "You’ve Got This and Coming Soon stickers will be worked on alongside other markers" listed. I won't order anything without that being corrected as I just don't know and sure don't want to try to get refunds for double-orders.
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Post by timleschild on Jul 31, 2024 14:34:53 GMT
Thanks. I see that they do have "You’ve Got This and Coming Soon stickers will be worked on alongside other markers" listed. I won't order anything without that being corrected as I just don't know and sure don't want to try to get refunds for double-orders. I don't know if I'll order anything from them again. But it would mean going back to physical releases from third party sellers etc.
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