Netflix app for LG poor performance

Here is a transcript of a chat I had with Netflix regarding the poor performance of their app on the LG BP630 when browsing.

Thank you for contacting Netflix customer support.Here is the transcript from your recent chat with customer support:

You

Hello Petagay

Netflix Petagay

Hi thanks for contacting Netflix.You’re chatting with Peta-gay.How may I help you today ?

You

I am having problems with the performance of netflix on the LG blu ray player. It is infurinatingly slow.

You

We have had netflix for about 9 months and about 6 months ago the application on the LG player updated itself to a new version with a new interface.

You

The interface is almost unusably slow.

Netflix Petagay

Oh man that’s no fun at all. I would be happy to take a look on this for you tonight. Can you tell me this happens on any other device that you use to watch from?

You

When you press the up/down buttons on the remote, nothing happens for 2-5 seconds, then it finally moves. Sometimes it moves two or three rows from only one click.

You

No, it’s great form the iPhone 4S and the AppleTV, and the old version of the interface was fine on the LG player. We waitid to see if you would fix the LG app but you didn’t. It’s so slow that we have given up using it to browse. Instead we browse on the iPhone and then having chosen a film we typew in the name on the LG player.

Netflix Petagay

Gotcha that is no fun in being able to use to watch on the Lg tv Can you tel me if the Lg device is connected directly to te modem or is the connection via wifi ?

You

No, please don’t go down that route. The connection is fine, once we have selected a film we rarely have problems with buffering or anything. The old version of the LG app, whihc had the same means of connection, behaved fine. The connection is wifi.

You

We need you to fix the LG app to make it responsive, just like the old version was.

Netflix Petagay

Hey I am actually just probing here to rule out all possible cause I just want to fine out the issue and this fix so that you can have this resolved ,By the way just so i don’t have you doing the same steps twice and to know where to take you from here what steps have you tried on your end so far ?

You

The LG device is a Blu Ray player. BP630.

You

We haven’t tried anything, this is a flaw in the application’s design. We work around it by browsing on the phone and searching by title on the LG player, instead of browsing on the LG player.

Netflix Petagay

Col okay let me reach out to my team on this for you so they can give me some advise on this one

Netflix Petagay

Just hang in there with me a bit

You

OK thanks

Netflix Petagay

Sure it is a pleasure to help .By the way i have seen that you had played Dan in Real Life when watching this title did you have any issue or does the issue only happens when navigating in the Netflix application?

You

Navigation only.

You

It is only when browsing the titles, searching and playback is fine. Just using the up/down/left/right controls. SO SLOW.

Netflix Petagay

Gotcha I am gonna have you refresh the netflix application can you and follow these steps to have you sing out of the Netflix app and once your sign back in let me know

You

Gah. We hate having to sign-in again, the app doesn’t remember our username/email and it is a pain to re-enter it. But I willdo so tongiht at hiome. Please can you detail the steps and I will follow them later.

Netflix Petagay

Sure I totally understand and not to worry the issue is not your connection it is just that the application need to be refreshed what i can do on my end though is to deactivate the netflix account from off your lg Tv and the only thing you will need to do id to sign in .now once your signed in not to worry you will not need to sign back into the application again

You

It is an LG Blu Ray player, BP630, not a TV. How do we deactivate it?

Netflix Petagay

My bad yes a Lg Blu ray device I am able to deactivate that form my end

Netflix Petagay

I can have the steps sent to you as well to your email address

You

OK

Netflix Petagay

is that okay

Netflix Petagay

?

You

Yes please

Netflix Petagay

Sure it would be a pleasure to do that in the mean time should I also deactivate the neflix account form my end as well for the Blu ray player (LG)?

You

I don’t really know what that means. So long as we will be able to re-activate or re-install the application on the player later, yes, go ahead.

Netflix Petagay

Sure you will what i will be doing is to sign you off the Netflix account on the Blu ray player no worries you will be able to sign back in and the best part is that this will resolve the issue your having

You

You promise it will resolve it?

Netflix Petagay

Yes I do actually in fact the issue your having in not with the connection it is just the application that need to be refreshed

You

OK, Petagay, I will hold you to your promise made on behalf of Netflix.

You

I will try tonight and report back.

You

THanks

You

Please can you email this transcript to me.

Netflix Petagay

Hey Not to worry you will actually get that option to have the transcript sent to you after the chat ends

You

OK

Netflix Petagay

Sure n o problem did you have any other question for me today ?

You

Please can you request better integration with the iPhone. The YouTube app allows you to link your LG player and your iPhone so that you can make the LG player ply the youTube videos that you have found using your phone. Netflix doesn’t offer that. This means that entering text into the LG player (signing in, searching) is painful.

Netflix Petagay

Gotcha I know that feature that your referring to and that is a really great suggestion actually .i would be happy to make a note on your account as well to have this suggestion sent off to my team for you to look into .In fact we are really big on feedback here we have made several changes base on the request and recommendation that we receive from customer like you

You

Great, thanks

Netflix Petagay

Sure No problem you could have done may other things but you choose to mention this great suggestion to me So I will ensure that it is sent over i really like the idea that you mention i wonder why i didn’ think of recommending this before

You

Quite.

You

Thank you

Netflix Petagay

No problem

You

Thanks and bye

Netflix Petagay

Your most welcome it was a pleasure speaking with you today I hope you have a great day and a wonderful week……….And one more thing, if you wouldn’t mind, please stay online for a one question survey.