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Highlight videos/downloading

David Oct 26, 2016 08:22AM EDT

Can anyone else download their shows or create highlight videos? This problem has persisted for over a month now for us. They keep saying they are working on it, but nothing changes. Is it just us, or does everyone have this problem?

Thanks.

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Concert Window Support Oct 26, 2016 10:19AM EDT Concert Window Agent
Hi David,

We are currently experiencing an issue with that feature of our platform and videos are not encoded properly or available for download. We are working to resolve the issue, but so far have not found a reliable solution. Please accept our apologies for the inconvenience. We thank your for your patience.

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casey mcpherson Oct 28, 2016 05:40PM EDT
I am appalled at the flaws in your system, as well as your inability to have a customer service number, or you inability get back with customers who are having issues. You advertise that it does things that it just does not. I run a professional band and both times I have used you guys something in your system does not work or is buggy. Try fixing your issues before you tell us that they are options. Like downloading the shows we played, it doesn't work?!?! I am going to have some upset fans as you left us all under the impression based on what you say your platform does, that we can download the video. My suggestion when features don't work is that you take a little time out of your day collecting profits from artists to change a little bit of verbiage in your platform to let EVERYONE know what actually DOES and DOES NOT work.

totally unsatisfied and definitely using someone else for show streaming -
casey
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Concert Window Support Oct 29, 2016 04:15PM EDT Concert Window Agent

Hi Casey,

Thanks for your clear and honest feedback. I’m sorry we haven’t been meeting your expectations and I think your criticism of our platform is deserved and accurate. As far as the download availability, it’s a matter of resources really. We are a small company and that is a feature that we view as secondary to the live streaming experience. We view it as more of a bonus to artists than a marquee feature. That being said, I think you are right in that we haven’t done a good job making that clear to the artists that use our platform and we’ll look to improving that. We totally understand if you want to use a different service for your online streaming needs. If you do decide to come back, I can offer you an increased percentage of 80% on your next Concert Window show. Just let us know when you have it set up, should you choose to, and we can adjust the percentage.

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Inge Nov 09, 2016 11:30AM EST
We can`t download our show or create highlight video! Are you guys working on this issue at all? Will we/everyone get their show/video for download at all? It seems more important that we book another show...it seems more important that you guys at concertwindow get your money faster than fixing the issues?? Getting little bit sick of this.
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Concert Window Support Nov 09, 2016 02:39PM EST Concert Window Agent

Hi David,

I’m sorry that we haven’t been able to fix this issue. We clearly aren’t living up to our end of the bargain. We are hoping to have some resolution to this in the next week or so. Again, thanks for your patience. As a token of good will, I’d like to offer you an increased revenue percentage of 80% on your next show. I know it’s not a lot, but hopefully goes a little way in showing you that we care deeply about our users and want to make things right.

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