AFL Fantasy app crashes & FanHub support is rubbish

Joined
Sep 6, 2011
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314
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AFL Club
Richmond
Thread starter #1
For those who haven't experienced it it's unusable on this device, when you open the app it force crashes 90% of the time. If you are lucky enough for it to not crash when you click Trades it'll crash at that point. It's completely unusable and yet they haven't' done anything to fix this since round 3.

I contacted FanHub about the constant crashing of the Android app on Pixel 2 devices and lets say their advice and support is less than overwhelming.

* After explaining the app crashes in either of these manners 100% of the time, their first response was to ask for a screenshot. A screenshot of an Android app crashing? Really? Clearly this wasn't written by a developer or anyone with knowledge of how mobile development is undertaken. Further to the inadequacy of the response is that when an Anroid app crashes you can send feedback to the developer and this is stored for the developer to see in the google development console. Something they clearly haven't' checked, as I've sent hundreds through to highlight the issue.

* I further explained I'd done all basic troubleshooting that can be done on the users end such as uninstalling the app and then re-installing the latest version, clearing cache & storage. This again did nothing to fix the crashing.

* It was at this point the completely useless and by the looks of it time buying responses started. What specific device are you using? This after I had already told them in the original complaint I was using a pixel 2. Utter incompetence.

* After responding with the device details (again), I then got a response 3 days later that said - "This issue has now been resolved. We sincerely apologise for any inconvenience that this may have caused. In the event that you continue to experience this issue, please don't hesitate to let us know." How? How did you magically fix this issue FanHub? I asked them this exact question as there was no app update so either they'd fixed it on their end or they hadn't fixed anything. It turns out they didn't fix anything because the app was still crashing as usual.

* They then asked if I could please advise if you have installed the latest update of the app? Basic understanding of app installs would tell you, if you've uninstalled and then re-installed you will have the most up to date version available, and given there hasn't been any app updates there is a very solid assumption I would've had the most current version available. Anyway, i'll play your stupid game it's v3.41-prod

* Their next response - "We apologise for the inconvenience. Please install the latest build and let us know if this rectifies the issue for you." What the actual hell? I have the latest version of the app installed you clowns. Seriously is some work experience kid running your communications? The entire 'assistance' provided so far has been nothing short of useless, you'd have been better just not providing any support because we've both wasted our time.

I look forward to the next correspondence from these incompetence idiots, which will likely ask another basic question like "what color was the sky when you installed the app?"

FanHub you are useless.

End rant.
 

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