Dear Google team,**I'm writing this message to let you know about my experiences with m...
GetHuman2318532's customer service issue with Google from February 2019
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The issue in GetHuman2318532's own words
Dear Google team,**I'm writing this message to let you know about my experiences with my Pixelbook, Google Play Movies & TV, YouTube, Google Play Books and Google Drive.****Pixelbook***There's a lot to like with my Pixelbook, and it's an impressive machine. I wish I could say it's the best computer I've ever owned, but these issues prevent me from thinking this:** Bluetooth performance, even with the newblue flag enabled, is poor. Audio frequently cuts out.** The Files app went wonky last autumn, with my being, at times, unable to move or rename files. Because Google Drive is somewhat slow to sync from the Files app, this often got in the way of my work. The Google support team was helpful, but they asked too much of me. I'm not a paid Google product tester and don't have hours and hours to give to fixing a Lamborghini of a machine that should work once it's out on the road. Thankfully, the issue seems to have been resolved.** The screen flashes frequently and without explanation. I have seen reports from others on the official Pixelbook forum and Reddit about this issue, which started for me last autumn and has persisted for many months.**Moving on, I have experienced a range of issues with video playback of my purchased content on Google Play Movies & TV and Google Play Books. I'm breaking these down by platform:****Google Play Movies & TV website via Chrome browser on a Pixelbook***Videos don't play beyond ** seconds, and I get *** error codes. The "Get help" button takes me to a Google support page that lists what to do if you see other numbered error codes—but doesn't address the *** error code. Many, many others have issues with *** error codes on a range of devices: https:**productforums.google.com*forum**!topicsearchin*play*code$*****.**Interestingly, I can view previews running beyond two minutes without incident.**For the record, I cleared my Pixelbook's cache, cookies and history. I did two hard resets. I restarted my modem. I even did a powerwash. The issue still persisted. The amazing thing is, I can stream movies on Play.Google.com*movies on my PC but not on my Pixelbook except in incognito mode, signed in to the same account, which prevents me from using picture-in-picture and is a needless added step. I even turned off all extensions and flags when signed in normally, and no dice. I signed in using my work account and daisy-chained my personal account, and no dice.****Google Play Movies & TV Chrome app on a Pixelbook***This app hasn't been updated since ****! It plays videos in only ***p. This, Google team, shows that you're not respecting customers.**When I pay money to stream movies, Google has a responsibility to do its best with its side of the business transaction in providing the latest technology for me to view what I paid for. DRM has restricted my freedom and ability to use an app of my choosing, and Google has to do better with this app.****Google Play Movies & TV Android app on a Pixelbook***Videos play but often break when playback is resumed after pausing or time scrubbing. When this happens, this is the message I get: "There was an error." I don't believe this is the best Google can do.****Additional Google Play Movies & TV suggestions across all platforms***Please allow a video quality playback option so customers can see what feed they're viewing. Don't continue to make this be a mystery.**Please allow leading definite articles—"a," "an" and "the"—not to affect sorting titles by alphabetical order.**Please allow the ability for customers to archive movies and TV shows so that:**. They can eliminate from view videos they no longer want to watch and see in their library view**. To help eliminate clutter**It would also be great to be able to sort by categories such as comedies and dramas, release date by decade and even holidays (Christmas) and franchises (Rocky and Halloween).****YouTube via Chrome browser on a Pixelbook***Disney movies don't play in resolution beyond ***p, but all other movies play up to ****p. In a point I'll make later, I wish to have the ability to stream up to *K regardless of platform. My Pixelbook offers *,***x*,*** resolution, and clearly this is better than ****p. My viewing *K via YouTube and Google Play Movies & TV on my Pixelbook would offer me a better picture—and I paid for this option.****YouTube Android app***Please offer customers the ability to download purchased videos for watching offline. Your competitors Amazon Prime Video and Vudu offer customers this ability, and Google itself does on the Google Play Movies & TV app. Because of my issues with Google Play Movies & TV, I have decided to watch all my purchased videos on YouTube, and I believe this option should be made available, especially considering that movies started on Google Play Movies & TV can't be synced on YouTube. There's a disconnect and fragmentation among Google's services.****YouTube suggestions across all platforms***Please allow the ability to sort purchases alphabetically and by date of purchase and release year. Google Play Movies & TV offers a better movie showcase, with the eye able to see many titles in a single screen view.****Google Play Movies & TV and YouTube suggestions across all platforms***If a customer pays for a ****p or *K video, I believe the customer deserves to view the highest feed possible regardless of whether his or her screen is capable of displaying ****p or *K video. Customers deserve the right to choose the feed they'd like to view in all cases. Viewing a ****p video on a *- to *-inch phone screen offers tremendous clarity—and Google Play Movies & TV competitors Amazon Prime Video and Vudu allow me to view ****p videos on my phone.**Note: The night of February **, I was able to view on my Essential Phone (*,***x*,*** pixels) using the YouTube app and YouTube in the Chrome browser purchased videos in ***p and ****p beyond lesser viewing options. This was a test I conducted after seeing that I could view ****p videos from your competitors Amazon Prime Video and Vudu. The next morning, I discovered that I could no longer view ***p and ****p videos in the YouTube app—and received this message while trying to view them on YouTube in the Chrome browser: "Your browser does not currently recognize any of the video formats available." What is going on here?**Because of my inability to play videos using Google Play Movies & TV in the Chrome browser and because YouTube doesn't offer an alphabetical video display option, I have built my own way to display my video library in my list outliner app Dynalist. I have embedded movie and TV show artwork and can easily sort by genre, director, actor and decade of release, bringing up relevant information in a snap. I am one man and brainstormed, developed and executed this idea in a single day, yet Google is a team of many with a ton of financial resources. I have no doubt others have asked Google for more robust library display options on Google Play Movies & TV and YouTube. I am sometimes stunned when I consider some of the shortcomings I see in the Google world.****Google Play Books***Because I am a Google Play Music subscriber and now have **-plus movies in Google Play Movies & TV, I wanted to look more closely at Google Play Books and compare it with Kindle offerings with the idea that I can use the Play Store for most of my content. One thing I noticed in **** is that the Google Play Books website doesn't sort titles—at least uploaded titles—alphabetically. This is still the case today. This alone shows me that Google doesn't care because, clearly, this is a major shortcoming. Next, I uploaded some pdf and epub books, and many come out to be image files, with text unsearchable and unable to be highlighted. Google's response is to convert pdfs to epubs, but this produces a lot of formatting errors, making the books unreadable to the human eye. Interestingly, Moon Reader has no issues with pdfs and epubs I import, and this is an app run by a single guy or a small team, yet Google has megabucks but can't get it together. These are disappointments, and I moved on and am sticking with Kindle and Moon Reader.****Google Drive***I am happy Google Drive finally offers * TB options. I would like to see more options between * TB and ** TB. I have a need for * TB, and I'm sure others have a need for * TB or * TB or * TB. Why do you feel the need to set such a wide gulf between * TB and the next available plan. Google is losing business by restricting customers in this way.**Thank you for your time and consideration,*Brian
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