I am sharing this as a follow up to my post 'JPLAY App: Not A Successful Experience' (9th August: 02:47 a.m.). I have continued to try to make the JPLAY app work correctly and while I have achieved some success in this, I have not been able to achieve reliable and consistent usage of the JPLAY app to enjoy music. I hope that you will not regard this post as a personal attack on you. It is most certainly, not intended to be so. It is however, my focused criticism of JPLAY as a company, its products, namely the JPLAY app and the customer service that JPLAY provides to its customers. I shall welcome your response to the issues that I raise in thie post and would welcome responses from other members of the JPLAY Forum, either through open response on the board or through personal message. I would stress that I hope that the challenges that I have experienced can be resolved and that I will be able to continue to use the JPLAY app as a subscribed customer.
Details of my system if required, can be found in my signature. I have checked that these specifications are correct and up to date. I should point out that I am able to reliably control JPLAYFemto Server when using BubbleUPnP on my Android tablet or Upplay on my Windows desktop PC. Prior to the release of the JPLAY app, I contacted you to ask whether it would work on my iPhone7 and you assured me that it would.
I was disappointed, having taken out a 14 day trial subscription, that I could not make the JPLAY app work reliably in my system, hence my post of 9th August. I am somewhat surprised that, as a trial user, I am yet to receieve any response to my post of 9th August. You surely, want trial users to go on to purchase a subscription. If a trial user is initially, unable to make the JPLAY app to work correctly in their system, there is every likelihood that they will simply give up, resulting in lost revenue for your company. I appreciate that there will be times, either for business or recreational reasons, when you are unable to respond in a more timely manner, to posts on the forum requesting support. If you are unable to delegate that work to a colleague, a 'sticky' post on the forum, explaining an upcoming inability to respond to support requests would be helpful. Had this been forthcoming, I would have delayed my trial of the JPLAY app until your return. While I await a response that addresses the difficulties that I am currently experiencing, the clock is ticking on my 14 day trial period.
The absence of an information user guide is also not helpful and once again, I am surprised that your company appears to have made no provision for this. Unlike many members of the JPLAY Forum, I lack the technical expertise that might have enabled me more successfully, to set up the JPLAY app in my system. Without such a guide, I am dependent upon responses to support requests made on the JPLAY Forum, none of which have been forthcoming. I also attempted to send you a personal message regarding my unsatisfactory experience with the JPLAY app to date only to discover, when I completed the message and attempted to send it, that your account on the JPLAY Forum is not configures to receive personal messages.
On a more positive note, the sound provided through usage of the JPLAY app is extremely good. I was surprised by the difference that it made. It is a very significant upgrade on other control point apps. It is however, not a viable option unless I can get it to work reliably. You will understand that I am reluctant to invest in a full subscription for the app or consider the purchase of a more recent and powerful iOS device on which to run it if I cannot be confident that I will be able to get it to work reliably. Listening to music should be an enjoyable and rewarding experience. My experience with the JPLAY app to date has provided only limited enjoyment or reward.
When I have tried using the JPLAY app, I have encountered the following issues:
- Inability to successfully import my complete digital lirary through 'Sync Data'. I've made six attempts without success and have deleted and reinstalled the app on my iPhone7. This did not resolve the issue.
- Inability to find an album, searching through both albums and artists. Some albums have not appeared in an initial search but have appeared at a later stage.
- Playback that is very slow or very fast
- Selecting albums to have playback start on a track other than the first one
- After completing an attempt to synchronise data, a complete crash of the Control PC, rendering it wholly unresponsive. (Ctrl/Alt/Delete wouldn’t work and I couldn’t even turn it off with two presses on the power button. The only way to regain any control was to pull the power lead from the back of the computer.)
- I selected the the Pink Floyd album ‘More’ and playback of the track ‘Hey You’ started. ‘Hey You’ is a track from Pink Floyd's ‘The Wall’ album. I have had several occasions when the app has actually played a completely different track to the one selected
The most serious of these issues is the inability to access my full digital collection, something that I am able to do when using BubbleUPnP or Upplay.
I must invite you to comment Marcin, on whether or not you believe that the JPLAY app went through a sufficiently rigorous and robust beta testing stage that would enabled you have have offered it, confident that it would prove to be a reliable product for the user. I am aware that several people have raise reliability issues on the JPLAY Forum and another well known computer audio forum, regarding the reliability of the app. I appreciate that you are eager to get some return on your investment in the JPLAY app, although it has perhaps, been offered as a final retail release before it was ready.I am sure you are aware of the potential damage that such a decision could have on the integrity of your company and your customers perception of your company.
I appreciate that I have raised some challenging issues for you in this post, although I hope you will recognise that I have endeavoured to do so in a polite and respectful manner.
I look forward to, and thank you in anticipation of, for your response to this post.