During the great video outage of TheSufferfest, I sent customer service a ticket highlighting the issue.
To cut a long story short, I was told that SUF is a small company and cannot be expected to have streaming quality that matches Netflix and Youtube.
The problem is also apparently on my end, despite me trying to stream on multiple devices and connections. There is also apparently absolutely no way it could be an issue with the app, as, and I quote,
“streaming service is working (I am still able to stream without issue on my desktop and iOS devices), and we don’t have other Athletes writing in because they are experiencing this same issue. So, because it is localized, there isn’t a “fix” we can do - but downloading is a way you can still play your video and complete your workout.”
Since then a few members of the Sufferlandria Facebook group has posted questions about similar issues with their videos not playing, and a member who seems to be employed by SUF has admitted a problem with video streaming in some parts of the world (seems to be Asia).
There is no announcement, no apology, nothing, just gaslighting and blaming the issues on the customers’ end with no proof whatsoever. Is this really how a company should treat their paying customers?
I enjoyed the SUF app and the training programs, but this incident has left a bad enough taste in my mouth that I will be moving on to other services.