My iplayer desktop recently developed a fault due to adobe air updating without telling the BBC. It resulted in me losing all the programs I had downloaded. A lot of other people also experienced this. None of the solutions offered by the BBC worked. I looked around their site and found no solution. Because of this I was eventually taken to a page which said “did this answer your question”? There were three options. Yes this did answer my question, no and I want to comment on how you can improve it and the third one was no, can you help me?
I mistakenly believed that if I clicked on the third one I would be able to get help in some way. I do not have a copy of the first message I sent to the BBC but the process was so gruelling, off-putting and apparently pointless that I decided to record all subsequent encounters with the system. I have just sent complaint number 11 and plan to continue until my issue is resolved. Here is my second message to the BBC.
On the off chance that somebody does read this, could you please search your conscience and devise a help system that helps people? This one seems specifically designed to prevent all but the most determined from getting a message through. It is not a help system, for it is not helpful. At the end of a very long journey it says we probably won’t read what you send us. Please read this and set up a way of actually helping users.
I would like to add that I will keep sending these messages until you make it easier to send these messages. It seems that at the moment you are doing everything possible to prevent users getting help.