FanPost

So I'm doing League Pass' desktop testing for them.

I had mentioned that there was some kind of DRM failure that's rendered past games completely unavailable to me. When I tried to bring this to their attention, this was their next reply:

We would be happy to assist with your inquiry. It would be helpful for us to have more detailed information about your experience to help us investigate. Please provide us with the following details so that we can look into this further.

  • Error message you receive (screenshots can be helpful):
  • Specific content you are trying to watch:
  • Device or devices you are having the issue on:
  • Version of the app on your device:
  • OS running on the device:
  • If you purchased through a TV Provider, Apple iTunes, Google Play, Amazon or Roku:

To this—which lingered in my inbox for several days, because I unwisely figured that my original support request was adquate—I replied:

I am now unambiguously annoyed. You say my information was inadequate, but READ MY ORIGINAL MESSAGE AGAIN, PLEASE. You will find that I have provided:

  1. The error message, copied and pasted in full.
  2. The specific content, namely THE AWAY STREAM OF THE PORTLAND AT MINNESOTA GAME ON THE 4TH OF THIS MONTH.
  3. It should not be necessary for me to provide my device or browser, because those should be attached programmatically to my message given that I've already identified the failure as taking place in a "Desktop Web" environment. I will include my full useragent string below this litany, and have done so on previous messages, of which I believe this makes the third this season - all related to total failures.
  4. App version isn't relevant here; see my previous point.
  5. Ditto the operating system (see point No. 3 above, again).
  6. I purchased my sub directly from nba.com, which should be evident front-and-center in my support history. (Why is it not?)

Useragent string:

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/108.0.0.0 Safari/537.36

Why am I doing your testing for you?

The failure described is critical, and I doubt it's unique to my environment or my team. How has it not already been detected at the provider end?

The more I think about it, the more I suspect that this exchange is the consequence of an onboarding failure at the provider end; experienced people don't normally pull those kinds of thinkoes.

Whatever the case, it would appear that both the service and the internal ticketing system built to support it… are utter trash even though we're essentially halfway through the season.

This problem has duplicated itself on all of the subsequent games. For the sake of completeness I checked the Minnesota stream again; it's still broken. I can safely conclude that it's not an unannounced-but-valid change in viewing territory extent.

I. AM. FURIOUS.