SwansTV matchday coverage

[MrSwerve]

As with most things at our club we try and do things on the cheap and end up doing it badly.

Having a commentator for away games who is sat in a room hundreds of miles away watching the game on a TV screen is never going to make for good commentary. And as nice a person as A O'C is he isnt a commentator to make the game at all sound interesting - indeed he spends more than a quarter of the game throwing around stats in the same way that Russell Martin used to do.

For home games the effect is just as dire. I couldnt make yesterdays game but watched the Stoke stream ahead of our own as I have started to prefer to do as the opposition largely tend to provide proper commentators.

SwansTV has become a bit of a joke over the years and doesnt get any better. It follows a general feel in the management of the club under the charlatans that bought it 8 years ago

The product is awful Phil.

We used to get a pre-match show with a host and 2 pundits, usually an ex-Swan, plus the half-time show.

Then they cut the pundits and pre/HT shows.

Then this year they've cut down to 1 commentator - with nothing at HT except for silence and the stats.

If the actual stream is now the feature, at least get the picture/sound sync'd up.

All this while costs increase. It's a joke.

 

[mrploppy]

So, I've complained on two occasions (Norwich and Stoke)

This was the "human" response to the Norwich email:

Thank you for reaching out and sharing your feedback with us. We genuinely appreciate your input and have forwarded your comments to our development team. Your insights are invaluable as we continue to grow and enhance our services.

Please don't hesitate to contact us if you have any further concerns or suggestions we ca

We're here to help.

Kind regards,

Swans TV Live

And this was the "human" response to the Stoke email:

Thank you for reaching out and sharing your feedback with us. We genuinely appreciate your input and have forwarded your comments to our development team. Your insights are invaluable as we continue to grow and enhance our services.

Please don't hesitate to contact us if you have any further concerns or suggestions we ca

We're here to help.

Kind regards,
Swans TV Live

What do you notice? Yes that's correct - the text is exactly the same. Even down to the truncated text in the bolded sentence (I bolded these lines)!

So my conclusion is that Kai Bron (the "human" responder) isn't taking this seriously at all.

 

[Swanjaxs]

As Phil has stated, the other side's stream is usually spot on, and most have a half-time feed into a studio with a couple of pundits to discuss the first half. Chalk and cheese...

 

[CygnusX1]

Received a fob-off, I mean reply. Half of which is the same as Ploppy’s with the truncated line ( maybe the completed line is supposed to read, “Please don't hesitate to contact us if you have any further concerns or suggestions we caN IGNORE”

Not sure how many years a technical issue can be investigated without finding the fault and fixing it mind.


…

I’m very sorry that you’re having issues with our product.

Due to a technical issue we are currently investigating and working hard to resolve this.

I can assure you that all parties involved are working hard to rectify this problem as the highest priority. We hope to have a resolution ASAP.

Thank you for reaching out and sharing your feedback with us. We genuinely appreciate your input and have forwarded your comments to our development team. Your insights are invaluable as we continue to grow and enhance our services.

Please don't hesitate to contact us if you have any further concerns or suggestions we ca

We're here to help.

Thank you for your patience whilst we solve the problem.

 

[Swans Jack]

I have been speaking with Swans TV support for the last week in relation to the audio issues . This is what I got:

1. Emailed Marketing - They deny there is an issue

2. I contacted the streaming service - They said they would speak with the Audio team as they was aware of the issue

3. Come match day last Saturday - Issue was still there.

4. Reported Issue on the day - Got 1 reply and that was to change my browser. Which was a joke as they told me to report the issue on match day if it happens.

5. Sent a complaint on Sunday to both marketing and stream.

6. Monday morning I got a reply saying they have reported it to the internal team. And I have also spoken with marketing and they are speaking with the stream service.

Sorry if that was an epic read all, but I wanted to share my experience as its like the blind leading the blind with them. I even sent them proof that their video replay on YouTube shows it's behind a few seconds.

I would encourage anyone wanting to complain to do so via swanstvlive@streamamg.com and marketing@swanseacity.com

When you get an automatic email reply with the stream service, make sure to reply to that message and resend your enquiry. As they will not look at the first email.

I'm not the modern Victor Meldiew lol. Just want a service that works and share my experience.

 

[Swans Jack]

Received a fob-off, I mean reply. Half of which is the same as Ploppy’s with the truncated line ( maybe the completed line is supposed to read, “Please don't hesitate to contact us if you have any further concerns or suggestions we caN IGNORE”

Not sure how many years a technical issue can be investigated without finding the fault and fixing it mind.


…

I’m very sorry that you’re having issues with our product.

Due to a technical issue we are currently investigating and working hard to resolve this.

I can assure you that all parties involved are working hard to rectify this problem as the highest priority. We hope to have a resolution ASAP.

Thank you for reaching out and sharing your feedback with us. We genuinely appreciate your input and have forwarded your comments to our development team. Your insights are invaluable as we continue to grow and enhance our services.

Please don't hesitate to contact us if you have any further concerns or suggestions we ca

We're here to help.

Thank you for your patience whilst we solve the problem.

I have been speaking with Swans TV support for the last week in relation to the audio issues . This is what I got:

1. Emailed Marketing - They deny there is an issue

2. I contacted the streaming service - They said they would speak with the Audio team as they was aware of the issue

3. Come match day last Saturday - Issue was still there.

4. Reported Issue on the day - Got 1 reply and that was to change my browser. Which was a joke as they told me to report the issue on match day if it happens.

5. Sent a complaint on Sunday to both marketing and stream.

6. Monday morning I got a reply saying they have reported it to the internal team. And I have also spoken with marketing and they are speaking with the stream service.

Sorry if that was an epic read all, but I wanted to share my experience as its like the blind leading the blind with them. I even sent them proof that their video replay on YouTube shows it's behind a few seconds.

I would encourage anyone wanting to complain to do so via swanstvlive@streamamg.com and marketing@swanseacity.com

When you get an automatic email reply with the stream service, make sure to reply to that message and resend your enquiry. As they will not look at the first email.

I'm not the modern Victor Meldiew lol. Just want a service that works and share my experience.

 

[Swans Jack]

So, I've complained on two occasions (Norwich and Stoke)

This was the "human" response to the Norwich email:

Thank you for reaching out and sharing your feedback with us. We genuinely appreciate your input and have forwarded your comments to our development team. Your insights are invaluable as we continue to grow and enhance our services.

Please don't hesitate to contact us if you have any further concerns or suggestions we ca

We're here to help.

Kind regards,

Swans TV Live

And this was the "human" response to the Stoke email:

Thank you for reaching out and sharing your feedback with us. We genuinely appreciate your input and have forwarded your comments to our development team. Your insights are invaluable as we continue to grow and enhance our services.

Please don't hesitate to contact us if you have any further concerns or suggestions we ca

We're here to help.

Kind regards,
Swans TV Live

What do you notice? Yes that's correct - the text is exactly the same. Even down to the truncated text in the bolded sentence (I bolded these lines)!

So my conclusion is that Kai Bron (the "human" responder) isn't taking this seriously at all.

Hey. I spoke with this Kai. Got 1 response. Which was like I was having a seperate conversation. But I have been able to get some insight into what's happening. Well who has spoken to Whom. My ongoing conversations with them is and as brief overview this is some of my conversations below :

Thursday 3rd October:

I have looked into this for you and spoke with our Ops team who handle all the feeds for the service.

We genuinely appreciate your input and have forwarded your comments to our development team. Your insights are invaluable as we continue to grow and enhance our services.

This an issue we do know about from the audio supplier, we are working with them to get this resolved and synced from the kick-off but if you notice it and it's still doing it we advise you to report it to us straight away, we can then report it to the audio supplier for them to resolve.

Monday 7th October:

Hi,

This is more for our internal team to handle and they aren't front-facing but we have told them about the issue you have reported.

I can assure you they will be looking into this as a matter of urgency

 

[Swans Jack]

Also, f**k me, can we get this sound/picture delay sorted - how hard can it be FFS. I've been hearing what has happened about 1-2 seconds before I see it for over a year now

Also, f**k me, can we get this sound/picture delay sorted - how hard can it be FFS. I've been hearing what has happened about 1-2 seconds before I see it for over a year now.

Hey. I have spoken with marketing team and the streaming service and they now admit after a number of attempts there is an issue and they have spoken with Audio team. The problem is it was worse on Saturday. So spoke to them again and they are looking into it. I'll keep everyone posted on this. It's defo worth as many people possible to complain. And make sure to reply to the automated email with the same content as they have told me this is the only way they will reply. Hope that helps.

 

[mrploppy]

Hey. I have spoken with marketing team and the streaming service and they now admit after a number of attempts there is an issue and they have spoken with Audio team. The problem is it was worse on Saturday. So spoke to them again and they are looking into it. I'll keep everyone posted on this. It's defo worth as many people possible to complain. And make sure to reply to the automated email with the same content as they have told me this is the only way they will reply. Hope that helps.

Good work. Unfortunately, it sounds to me like they don't have a clue. This has been happening for years, so you'd think they'd have sorted it by now.

BTW, I also complained about the audio from the pitch - there was crowd noise but barely anything from the pitch itself (I hear the odd ref's whistle but not always). In Saturday's game I couldn't hear players kicking the ball. I just compared the audio from the Bristol game and the Stoke game. Admittedly, the Bristol highlights are from Sky's broadcast and you can clearly hear the ball being kicked. In the Stoke game (and other home games before it) it seems like the players are playing in slippers with a Nerf ball - barely any sound and what there is (like long goal kicks) is slightly behind the video - ironically. Not sure if there are any pitchside mics - those fluffy ones. I don't see any.

 

[Swans Jack]

Good work. Unfortunately, it sounds to me like they don't have a clue. This has been happening for years, so you'd think they'd have sorted it by now.

BTW, I also complained about the audio from the pitch - there was crowd noise but barely anything from the pitch itself (I hear the odd ref's whistle but not always). In Saturday's game I couldn't hear players kicking the ball. I just compared the audio from the Bristol game and the Stoke game. Admittedly, the Bristol highlights are from Sky's broadcast and you can clearly hear the ball being kicked. In the Stoke game (and other home games before it) it seems like the players are playing in slippers with a Nerf ball - barely any sound and what there is (like long goal kicks) is slightly behind the video - ironically. Not sure if there are any pitchside mics - those fluffy ones. I don't see any.

No worries mate. I noticed the audio with the pitch too, but for me the out of sync has been doing my head in for ages. It seems it's an issue at home games and not away games. That tells me that the commentator is watching the same stream as viewers and that's why it's better. While at home, he is watching it in person. Again no idea why this happens, but it's a joke. While I am in the moaning mood, you got to love how they put the stream on the site nearly five minutes before match.

 

[mrploppy]

No worries mate. I noticed the audio with the pitch too, but for me the out of sync has been doing my head in for ages. It seems it's an issue at home games and not away games. That tells me that the commentator is watching the same stream as viewers and that's why it's better. While at home, he is watching it in person. Again no idea why this happens, but it's a joke. While I am in the moaning mood, you got to love how they put the stream on the site nearly five minutes before match.

I guess we'll have to fight one battle at a time. I think you've nailed it though - at home games AOC sits in the stand rather than commentating off-screen (he regularly refers to people sitting around him). Obviously the video feed route is more circuitous, hence the delay (like the difference between watching on satellite compared to terrestrial). Anyway, I'm convinced. Have you mentioned this to the brains at SwansTV?

Come to think of it, it also explains why AOC regularly misidentifies players - Cabango/Ronald is one of his favourites - especially at the north goalmouth. As I understand it he sits in the south west corner which is a long way away.

The whole presentation is worse this season. Five mins before k.o., no co-comms, silence at half time, during Stoke it appeared as if AOC wasn't coming out for the second half! Is there a new deal with the EFL this season or something?

 

[Swans Jack]

I guess we'll have to fight one battle at a time. I think you've nailed it though - at home games AOC sits in the stand rather than commentating off-screen (he regularly refers to people sitting around him). Obviously the video feed route is more circuitous, hence the delay (like the difference between watching on satellite compared to terrestrial). Anyway, I'm convinced. Have you mentioned this to the brains at SwansTV?

Come to think of it, it also explains why AOC regularly misidentifies players - Cabango/Ronald is one of his favourites - especially at the north goalmouth. As I understand it he sits in the south west corner which is a long way away.

The whole presentation is worse this season. Five mins before k.o., no co-comms, silence at half time, during Stoke it appeared as if AOC wasn't coming out for the second half! Is there a new deal with the EFL this season or something?

Spot on. So I have brought up with Swans TV that it might be to due to the feed and him watching it etc. And think your correct about location with him in the stands. Funny enough I just got this message from Swans TV today:

Swans Feedback

Its is currently with the external audio team and they are looking at making adjustments.

We cannot guarantee when these will be fixed or resolved but can assure you they are being looked into.

It is not something they will tell us is fixed but something you will notice when it is.

I mean how bad is that. I wanted to address the issue with the sound too with not hearing it With pitch side and also why the stream is on at the very last moment. Obviously without there advertisement in place on the stream, and only having 1 commentator and no Jack's at home, it's all been cut back. I get it, really do. But at least provide a stream that works. Let me know if you get anything from them or anyone else
The more of us complaining the better.

 

[Swans Jack]

I guess we'll have to fight one battle at a time. I think you've nailed it though - at home games AOC sits in the stand rather than commentating off-screen (he regularly refers to people sitting around him). Obviously the video feed route is more circuitous, hence the delay (like the difference between watching on satellite compared to terrestrial). Anyway, I'm convinced. Have you mentioned this to the brains at SwansTV?

Come to think of it, it also explains why AOC regularly misidentifies players - Cabango/Ronald is one of his favourites - especially at the north goalmouth. As I understand it he sits in the south west corner which is a long way away.

The whole presentation is worse this season. Five mins before k.o., no co-comms, silence at half time, during Stoke it appeared as if AOC wasn't coming out for the second half! Is there a new deal with the EFL this season or something?

Also cos Sky sports now shows some of the games and Swans TV is not permitted to show no streams in the UK, hence the cut backs with advertising etc. We used to have Swans University, Vodka Drink, House, Hotel etc. Again I get it, they cut advertisement as its not there target audience any more. But charging more for the stream and having these issues I mean it's crap. So in theory we will now have wait until Swans VS Millwall Game on October 26th to see what happens as the away games with Audio sync is not there. So I'm sure I'll be complaining and it will be Groundhog day

 

[CygnusX1]

Maybe they could try watching the stream on match day. I’m sure they (SwansTV, audio team, external audio team and any other team they pass it onto next) must have a test account with access to the stream to recreate the issue and troubleshoot (standard stuff really).

 

[mrploppy]

Spot on. So I have brought up with Swans TV that it might be to due to the feed and him watching it etc. And think your correct about location with him in the stands. Funny enough I just got this message from Swans TV today:

Swans Feedback

Its is currently with the external audio team and they are looking at making adjustments.

We cannot guarantee when these will be fixed or resolved but can assure you they are being looked into.

It is not something they will tell us is fixed but something you will notice when it is.

I mean how bad is that. I wanted to address the issue with the sound too with not hearing it With pitch side and also why the stream is on at the very last moment. Obviously without there advertisement in place on the stream, and only having 1 commentator and no Jack's at home, it's all been cut back. I get it, really do. But at least provide a stream that works. Let me know if you get anything from them or anyone else
The more of us complaining the better.

So basically, we (SwansTV) are providing a product; we rely on a third party for some input to this product; there's a fault with this third party input (or the way it interfaces with the rest of the product); we know it and the third party knows it; the third party are looking into the problem with a view to fixing it; if/when they fix it they won't tell us (SwansTV); it'll be up to the consumer to notice the fact that it's been fixed. In the meantime we will still charge the customer the same amount to supply this faulty product.

Going forward (sorry!), as a customer you have to buy the product to find out whether it's been fixed or not. How very strange. I don't think they'd get away with it in any other business.