First Bad Experience with an Apple Product

Question

First Bad Experience with an Apple Product

Man was I raving about Apple after my experience buying the Apple TV and now I feel like a complete sucker cause it works like such a POS. The difference between the advertising and the buying experience and the reality of the user experience reminds me so much of Microsoft.

Apple.com says, "From the movie theater to your home theater.
No more waiting for DVDs or watching stale blockbusters on cable. With Apple TV, you get instant access to the hottest Hollywood titles and new releases — often the same day they come out on DVD."

Reality >>>9+ hours to download an HD RENTAL!!

10's of thousands of complaints on the web and ZERO response from APPLE.

Unacceptable.

And I cannot find anywhere that is says that the iTunes sore on your PC is not the same as the iTunes store on AppleTV....regardless...download speeds from either UI are intolerable.

I will be returning my Apple TV and either going with a Roku or maybe lay down a little extra and get a Google TV.

Dell, Windows XP Pro

Posted on Dec 3, 2010 4:09 PM

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Answer 1

vazandrew

Level 8

41,136 points

Dec 3, 2010 4:13 PM in response to Angry AppleTV Owner

What is your internet speed? Of course you will see problems here, that's why people come here, to solve their problems.

I have had nothing but a positive experience, and I know of others who feel the same.

Nothing wrong with going in a different direction, but don't go with google

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Answer 2

Dec 3, 2010 4:26 PM in response to vazandrew

Download speeds are fine. I am able to download content instantly to my PC from many sources. I watch MLB.tv live in HD all season. I am able to download to my TV instantly via Netflix or Amazon VOD with my BluRay disc player. The only device that has download speeds and associated wait times anywhere near the appletv is my BlackBerry going to the wireless phone network!

Viewing content I already own is flawless - love it. But that is NOT why I bought it and that is not how it is advertised.

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Answer 3

newagemac

Level 2

255 points

Dec 3, 2010 4:44 PM in response to Angry AppleTV Owner

"10's of thousands of complaints on the web and ZERO response from APPLE."

There are no tens of thousands of complaints. That's just a lie. And it's also a lie to suggest Apple doesn't respond to its customers. Anyone can get a prompt response from Apple... IF THEY USE APPLE'S CUSTOMER SUPPORT SYSTEM.

Here's a news flash for ya, this forum is not the place to go if you want a response from Apple. It's a user to user forum. Apple has avenues in place if you want a direct response from them. I suggest you use it.

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Answer 4

vazandrew

Level 8

41,136 points

Dec 3, 2010 5:45 PM in response to Angry AppleTV Owner

Apple uses a different protocol than those services. They will work on slower connections because of this. So that doesn't really answer that question.

If you have anything under say 7mbps HD rentals will take awhile on ATV2.

Message was edited by: vazandrew

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Answer 5

Dec 4, 2010 5:46 AM in response to newagemac

I submitted support inquiries as well - NO RESPONSE. A quick google for "apple tv slow downloads" shows over 49,000 items posted in the last 24 hours. Don't be such a zealot that you can't admit Apple may have erred either technically or in the promotion of the product.

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Answer 6

newagemac

Level 2

255 points

Dec 4, 2010 6:20 AM in response to Angry AppleTV Owner

Apple didn't error technically or in the promotion of this product because people do experience the product the way they describe it. It's not me, it's you that sounds like a zealot. An anti-Apple zealot. Come on, your claim that you send support queries to Apple and they never respond is absurd. Anyone can test that out for themselves to confirm it. And I mean come on, who creates a profile named "Angry AppleTV Owner". And the final clue is you on this site attempting to push people to buy a Roku or Google TV. At this point, I don't think you even own the product and are just here trying to stir up mess. You're probably a zealous Google TV owner jealous of the success of the Apple TV and the poor results of Google's product. It's sad and pathetic really. I feel sorry for you.

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Answer 7

Dec 4, 2010 6:32 AM in response to newagemac

Wrong on all counts. If I am anti-anything it is cable TV and I have recently decided to buy a product to help me cut that cord. I was very hopeful that this would be it but through several misrepresentations - it is not so.

First, the selection of iTunes content available directly via AppleTV is a subset of the entire iTunes content. I cannot find that information anywhere in the overview or specs for the product. Networks available on iTunes but not on AppleTv must be downloaded to iTunes then streamed to the PC. I knew this was not ideal but based on the "instant streaming" claims for AppleTv, I chose to buy the product.

Second, Apple makes the following claim on the product site,"Once you find what you’re looking for, simply press Play, and in seconds, you’re watching the opening credits with theater-like Dolby Digital 5.1 surround sound. SD rentals start at just $2.99, and HD rentals start at $3.99."

For the VAST majority of consumers on mid-range DSL 1-4 mbps - that will quite simply not be the experience they have. Netflix - a subscription service bundled in but not included - does offer something approaching that experience but without an HD option.

Lastly, and admittedly somewhat trivial, Airplay, another attractive feature, is withheld from iPhone 3.x for some reason...certainly not a technical one.

The list of, if not misleading certainly not entirely forthcoming, issues grows every time I use the product.

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Answer 8

tgibbs

Level 1

70 points

Dec 4, 2010 8:35 AM in response to Angry AppleTV Owner

Something is wrong if it is taking many hours, unless you have an unusually slow network connection. I find that rentals start playing pretty much immediately.

Here is a very good set of suggestions for fixing (or at least isolating) problems (it was posted for people having problems with Netflix, but is generally applicable):
http://discussions.apple.com/message.jspa?messageID=12664294#12664294
This will also give you information that help Apple if you have to call Apple Support (keep in mind that you are entitled to free phone support for 90 days after purchase)
http://www.apple.com/support/complimentary/

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Answer 9

vazandrew

Level 8

41,136 points

Dec 4, 2010 9:26 AM in response to Angry AppleTV Owner

Apple tv was never meant to be a replacement for cable. 1-4mbps is simply not enough if you want to rent HD content.

Netflix does have an HD option. But not all content is available in HD.

iPhone 3G is a few years old, airplay is supported on 3GS

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Answer 10

Dec 4, 2010 12:17 PM in response to Angry AppleTV Owner

Reality check: DSL 1-4 MBPS connection is not enough for HD streaming...and it's not Apple fault. And g wifi network doesn't cut it either.

Your issue comes most likely from 2 sources : a slow internet connection and/or an issue with your network (slow wifi, interference, etc). Or the other possibility, your ISP throttles the speed from iTunes servers.

Take it the way you want, I have the same Apple TV as you and ALL my rentals start within 5-10 seconds. So what is different than you? Unfortunately, it is easier to blame Apple again.

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Answer 11

Dec 4, 2010 12:33 PM in response to benoitgl2000

+ 1

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Answer 12

wande00

Level 1

16 points

Dec 4, 2010 12:46 PM in response to benoitgl2000

For many, ATV2 is much slower to play Netflix on than on other devices. I don't know technically why it is, but Netflix loads regular TV shows and movies WAAAY slower than from my laptop or internet capable Vizio tv. In fact, there are many TV shows that won't play at all however stream perfectly fine on my other devices. Apple and Netflix acknowledge that issue, however at this point after talking to both Apple and Netflix, they point at each other.

My entire house is apple and I love their products, but at this point ATV2 doesn't live up to MY expectations or hopes. I do love the Airplay capability to stream Pandora or movies. Very cool. However Netflix needs some work.

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Answer 13

tallrad1

Level 1

45 points

Dec 4, 2010 12:54 PM in response to benoitgl2000

"Reality check: DSL 1-4 MBPS connection is not enough for HD streaming...and it's not Apple fault. And g wifi network doesn't cut it either."

Now you and I know this because we have a long standing working knowledge of Apple TV. But, I am going to play devils advocate here, nowhere on the Apples web site that advertises the Apple TV does it say that, not even in fine print you can barely read at the bottom does it say that. In fact here is all it does say from Apples tech specs site:
"Wi-Fi (802.11 a, b, g, or n) wireless network (wireless video streaming requires 802.11a, g or n) or 10/100BASE-T Ethernet network"

Now do I think people are over-reacting? Yes. However, I do think Apple has failed in addressing the problem and they have failed in properly educating ATV buyers. Apple sells these things because Apples stuff "just works" and users are left to run a whole series of network diagnostics, wasting their time, chasing down the problem when it doesn't. Something as blatantly simple as a network diagnostics app built into the Apple TV to tell the user (yes/no) they have enough bandwidth to make it work, you know like the 5 year old xbox-360 has, would take care of most problems.

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Answer 14

vazandrew

Level 8

41,136 points

Dec 4, 2010 1:12 PM in response to tallrad1

True, but that goes for any streaming device. However, the issue needs to be addressed for sure..by everyone selling this type of device.

G wifi doesn't really come into it, yes N may be better, but G works just fine.

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Answer 15

tallrad1

Level 1

45 points

Dec 4, 2010 1:32 PM in response to vazandrew

I think you can get away with a G router, it should work fine, I did for a while, as long as you don't expect it to do much more than stream to a single ATV at any given time. Where I got into trouble is running multiple devices while it is trying to stream video.

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