Comments on: Customer Trust is Hard Won, Easily Lost

By: Mitur Binesderti

Mitur Binesderti — Tue, 08 Sep 2009 18:45:11 +0000

Thank you for your wonderful response to this.

It’s a shame though because I refuse to deal with FX when they do stuff like this so I am boycotting the show and will only download bittorrents until they wake up.

Another perfect example is the show “The Big Bang” I can’t watch it online so I download it. How does that help them? Often I can even get it off the torrent sites BEFORE it’s aired! Again, how does that help them sell advertising?

If it were here I would have no problem watching commercials but if they leave me zero alternative then I’m GOING to get it from a torrent site.

By: A Control Freak's Guide to Social Media Influence

A Control Freak's Guide to Social Media Influence — Wed, 12 Aug 2009 16:17:23 +0000

[...] were in an uproar. Days later Hulu CEO Jason Kilar apologized for the event in blog post titled Customer Trust is Hard Won, Easily Lost, during which he admitted “We handled this in precisely the opposite way that we should [...]

By: Why Social Media Revolts Take Place (and How We Might Prevent Them) | Marketing Internetowy

Tue, 19 May 2009 10:58:04 +0000

[...] Feed, which helped quell the anger. Hulu’s response to the Sunny in Philadelphia uproar was incredibly quick and just as important, [...]

By: Julie

Julie — Wed, 21 Jan 2009 08:20:20 +0000

I am impressed that Hulu took the blame for this one. One of my friends told me that I had to hurry up and watch It’s Always Sunny before it went back down. It’s great! So thanks for the extension.

By: Soulcrux

Soulcrux — Tue, 20 Jan 2009 00:40:39 +0000

So, is FX asking Hulu to remove ALL of the episodes of Sunny? Because the day that I found out that everyone was furious at Hulu there were “rolling” episodes.
Are they just removing them all outright, or “rolling” them?

Also, It’s Always Sunny in Philadelphia is one of Hulu’s most watched and most popular shows. It seems kind of foolish for FX to want to remove it, seeing as it gives them publicity and Ad views.

By: Marjorie Kase

Marjorie Kase — Mon, 19 Jan 2009 21:55:00 +0000

Hi Jason,
This is refreshing and well-written. I wrote a post about your apology on our company blog. Please check it out when you have a moment. Thanks for listening.

http://www.markyr.com/what-every-ceo-can-learn-from-hulus-jason-kilar

Best,
Marjorie Kase
Co-Founder
MarKyr Media
http://www.markyr.com

By: Carson

Carson — Mon, 19 Jan 2009 16:51:23 +0000

Since it is obvious that Hulu actually does listen to its viewers feedback, I just wanted to say thank you for this very reasonable solution to this problem. I was halfway through the 4th season when IASIP went to rolling episodes on Jan. 9th. Thanks to Hulu and FX for giving Hulu viewers a chance to watch the latest season before it is taken down.

By: Reagan

Reagan — Sat, 17 Jan 2009 14:29:17 +0000

What’s more impressive is that Hulu’s “CEO” took this matter personally and posted a response on his own. It shows Hulu really does listen to site-viewers and their concerns.

By: rebeccahulu

rebeccahulu — Sat, 17 Jan 2009 01:11:39 +0000

saybo, Whenever we have information about show availability, we post it in a section called “Availablity Notes” on the main page for a show. (You can get to these main show pages by clicking on the show’s name in blue throughout hulu.com).

By: saybo

saybo — Fri, 16 Jan 2009 22:50:58 +0000

So what is the policy for when content has to come down? Having a message explaining the upcoming change (& cause) on the Always Sunny in Philadelphia is great.

A couple of weeks ago I was working my way through the TV series “Life” and noticed small notes next to each episode that the content being removed in so-many days. It didn’t really make sense that all but the latest 5 episodes were going to go away (I thought it was just some specific episodes being taken down) until the day all the back episodes went away. I saw at least a few other NBC shows in the same situation, but no explanation like you have for Always Sunny.

Maybe I don’t know where to look for this information.

By: rebeccahulu

rebeccahulu — Fri, 16 Jan 2009 22:28:21 +0000

An update on Jeff’s email above, about “A Dog’s Breakfast:” That movie was taken down in error (a date was entered into the wrong field); in fact, our rights to stream the movie for longer have been extended, so it’s back up on Hulu. You can watch it here: http://www.hulu.com/watch/50266/a-dogs-breakfast.

Jeff, thanks for calling our attention to the matter.

By: Val

Val — Fri, 16 Jan 2009 18:26:15 +0000

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By: James McQuivey

James McQuivey — Thu, 15 Jan 2009 19:06:20 +0000

It’s interesting to see how quickly people threaten piracy — as I wrote in my OmniVideo blog, it’s a bit like warning your spouse that if they don’t want to be intimate with you, you’ll just sleep with someone else! I have a feeling it doesn’t encourage the behavior you really want. Having sat with copyright lawyers at major studios when they hear about these kinds of threats, I can assure you they tend to overreact.

I do like what Adam is willing to put out there — the idea that those of us who value a service like Hulu should have the option to pay for it. Notice that Netflix is getting away with that — perhaps a Hulu option would be worth paying for, especially if it went to the TV.

By: Jeff

Jeff — Thu, 15 Jan 2009 18:59:31 +0000

So, I read this post and felt like you guys finally understood that you need to treat your customers better. Then, in the same day, you pull “A Dog’s Breakfast” with no notice, and remove it from my queue so that there is no trace of it.

That plus the glitchy playback I’ve been experiencing lately (unless I let the buffer fill after most commercials) has me thinking that it’s time to seriously consider getting more of my content elsewhere, even if I have to pay for it.

By: Adam

Adam — Thu, 15 Jan 2009 11:07:19 +0000

Hey there,

Have you considered adding an ad-free premium option? I would not be averse to paying $10-$15/mo to get the service with the ads removed.

At first, they weren’t that annoying, it seemed that it was like a 15 second ad every 15 minutes or something. Now it seems the ads have gotten longer and more frequent.

I’d be happy to pay in exchange for ad-free programming. Recurring charges are always annoying, but perhaps something like a credit system where you can buy a certain number of hours of ad-free programming. (or if you want, you can subscribe)

I’m not averse to paying for content, however, I am averse to ads! I think the ease of use will make or break you guys. If you can remain less annoying than torrenting stuff, I think you’ll do very well. Ads are annoying, but if you can offer the option of ad-free programming for a reasonable fee, everybody wins!

Thanks for listening!

By: Caroline

Caroline — Thu, 15 Jan 2009 05:34:46 +0000

You guys rock. Thanks so much for listening to us.

By: Pax

Pax — Wed, 14 Jan 2009 12:35:16 +0000

Very impressed by the candor of this post as well as FX Networks’ reasonable response and resolution in working with Hulu.com to provide a resonable solution to this. //

Matt Hendry is absolutely right regarding the elements that lead to piracy. In defense of video content owners, their overall response, I think, has been remarkable to date when compared to the continuing response of music providers. Hulu, for its’ part, has done a terrific job working with the current limitations of the market. //

In regard to expiration dates, when I first started using Hulu.com, I worked with the [queue] system. In this area of the site, I was able to see expiration dates. The [queue] system didn’t work well for me and decided to use an online bookmarks resource to access my favorite TV programs. Accessing specific pages such as: http://www.hulu.com/outer-limits and updating the title of my bookmark to track where I left off works better for me. The only downside… I lost the ability to easily see if and when these TV series will expire. //

I’d like to recommend adding expiration information to the main pages of programs (the listing pages) so that users can better organize their viewing. Thanks! //

Keep up the great work Hulu!!:-)

By: Erin D

Erin D — Wed, 14 Jan 2009 06:24:26 +0000

Thank you very much Hulu. I just started watching the series last week. Unfortunately I didn’t get to finish the shows before they were removed. I’m very pleased with the service you have provided and hope you continue to provide top notch service.

By: Sean Brigg

Sean Brigg — Wed, 14 Jan 2009 03:30:03 +0000

A+++

By: Matt Hendry

Matt Hendry — Wed, 14 Jan 2009 03:23:18 +0000

Silicon Valley Insider seems to think the same way I do

http://www.alleyinsider.com/2009/1/screwing-with-hulu-boosting-piracy