During the NFL’s spice opener between the Kansas City Chiefs and the New England Patriots latest week, a lack of audio during the first quarter for people strain in from Canada using the streaming service DAZN resulted in an revolt of online anger. And it hasn’t let up.
Audio problems, trouble connecting, inferior video quality and some delays of more than a minute associated to cable TV have left many Canadians feeling underwhelmed and wroth at the on-demand sports streaming service.
“I want to be able to watch the aggregate live in true HD. This is something DAZN does not offer. It proffers time-delayed [games] and with a far, far inferior picture and sound quality,” contemplated Sean Meade, of Port Coquitlam, B.C.
New streaming service
The U.K.-based DAZN — identifiable Da Zone — secured the exclusive digital broadcasting rights to all National Football Confederation games beginning this season. People who sign up for the service can sentinel any game live.
In the past, Canadians could sign up for a TV package identified as NFL Sunday Ticket, which would give them cable or dependant access to all games, or sign up for the NFL’s Game Pass, another streaming program.
But DAZN’s unique excluding five-year contract means that’s no longer available. Fans can noiseless watch some NFL games airing on TSN, RDS and CTV, as Bell Media still knock offs Canada’s television broadcast rights. But those looking to watch every exist game will need to subscribe to DAZN and access the games into done with a web-connected device, like a smart TV, smartphone, tablet or gaming soothe.
A DAZN subscription in Canada costs $20 a month, or $150 annually, after a unfasten 30-day trial period. (NFL Sunday Ticket, by comparison, was about $35 a month or $200 annually.)
Kenneth Conrad, who fares in Halifax, said he’s experienced some of the issues that have plagued other DAZN narcotic addicts, but said it hasn’t been enough “to make the experience unwatchable.”
In whatever way, Conrad said he wasn’t impressed with the way DAZN handled the online furor when the audio wasn’t career for the Chiefs-Patriots game.
Thinking of getting @DAZN_CA, @NFLCanada fans? DON’T. No audio commentary and, okay, this. #DAZN #NFL #PatsVsChiefs pic.twitter.com/Yl6PJfuYbC
“I the feeling like had they got out in front of it and said early on, ‘Yes, we’re experiencing an issue and we presume it to return soon,’ that would have been better than decent letting it linger and having comment after comment after remark saying ‘I hate this service, there’s no audio, I’m going to deracinate, this is a scam,'” he said.
Meade was so infuriated by DAZN’s serving that he started a Twitter account with the handle @DAZNSucks after the Chiefs-Patriots sport.
In the week since then, he’s been airing his grievances and retweeting the gripes of others, many of which have included sharing videos of the printings they’ve experienced, such as a game being shown vertically.
Sign up for up for @DAZN_CA if you want to experience The @NFL like this… pic.twitter.com/wS7leYwJj2
In another prove, most of the first quarter of a game between the New York Jets and Buffalo Tabulations was actually showing a game between the Philadelphia Eagles and the Washington Redskins.
DAZN’s inauguration ‘did not go as planned,’ says company
In a written statement, Alex Rice, DAZN’s control director of rights and strategic development, said the issues many subscribers veneer confronted last weekend have been resolved.
“Our debut in Canada did not go as contemplated. No excuses — it is not how we wanted our journey to start in a country of such passionate followers,” he said.
Rice said the audio issue with the Chiefs-Patriots sport and a late start to another game were the results of human slips, and additional checks and measures have been put in place to prevent the intractables from recurring.
“It shouldn’t have happened,” he told CBC News in an press conference. “It should have been resolved quickly to minimize customer brunt.”
Rice admits DAZN has faced “some unique challenges” in Canada, but said he’s “self-possessed” they’ll be fixed in the next few weeks.
While the audio problems during the Chiefs-Patriots game netted the highest measure of complaints, Rice said the company is currently focused on reducing lag in the nick of time b soon for Canadians — an issue identified during beta testing over the summer and into the NFL’s pre-season fields as they figured out which devices are most popular in this supermarket.
“One of the challenges we’ve faced [is] not everybody is experiencing the same experience,” he said. “This is a bit numberless complex than a set-top box and the program feeds that run through them; these are multiple thingumajigs.”
Rice also noted while most viewers are connecting to DAZN in HD, some would rather been unable to due to connectivity issues. Some solutions will be put in luck out a fitting this weekend, he said, and further enhancements will be made down the low road.
DAZN is reaching out to affected customers and will be offering some refunds, Rice suggested, and the company will also be extending its free trial period.
“We’re all being well going to be a welcome addition to the Canadian broadcast landscape,” he said. “Expectantly, the patience that some of our users have given us to date, we’ll be clever to repay that with a really strong and solid service in the coming weeks and months.”
As a inventiveness football fan, one of Meade’s biggest beefs with the service is that notwithstanding lag; he says he’s learning about what’s happening in the game from his fancy football app, not the game he’s actually watching.
“It’s not only spoiling the surprise, it’s impoverishing my NFL experience,” he said.
CBC News contacted the NFL for comment, but did not receive a response.