Posted by Mitch Mitchell on Apr 18, 2016
There’s a title for you! Since I wrote it that way then that’s the order I’m writing this post in.
Barnes & Noble is getting out of the online movie business as it applies to their Nook line. They sent out email telling us it was coming, and that there were multiple services we needed to consider. One of those services, or apps, is called Disney Movies Anywhere, as any movie that’s either originally from Disney or now owned by them can only be played on our technology through them.
I downloaded the app, opened it up, put in my username and password (which I had to create online) and decided to test things out. I tried downloading a movie… only to have it tell me I didn’t have the storage space for it.
I thought it would automatically download to the SD card but then I remembered on the original Nook there was a setting for that. However, I’ve upgraded and now have the Samsung Galaxy Tab 4 NOOK 7″ (I actually have 2 Nooks, but that’s for another time lol) and the app or the Nook, which is a lot like the Samsung phone (which I have) didn’t have that as an option.
Y’all know how I am. Thus, I went online to search for how to do it. I searched and searched for it… for nearly an hour. I finally found the answer here, on a product forum, but the guy wasn’t sure it would work and there was no further correspondence about it.
It worked, so now I’m going to tell you what to do.
Every Android has an app called Play Movies & TV. Open that up, go into settings, and near the bottom is an option for where you want movie downloads to go. Select SD card and it not only works when you download movies from that app but from every other app that doesn’t have a setting to allow you to do it. Problem solved!
I was happy to find that answer. I was also extremely irked. I was irked because during the course of my search I saw that there were lots of people who were looking for the same answer that I was. If they were anything like me, they probably first went to the Android site looking for an answer. Then they went to whichever app site they were trying to download from looking for an answer. Next they went to the Google Play store looking for an answer. After that it was a free-for-all.
That I found it on a Google forum was intriguing but it was also problematic for me. I wondered why none of the above sites or companies decided it was important enough to put that information on their sites to help their customers out. I mean, this wasn’t company secrets; nothing was being compromised.
I came to one of two different conclusions. Either it’s because they felt they were too powerful a company to be bothered by minuscule issues like this or they were so inept that they never figured it out for themselves.
Power is an interesting concept. All of us probably think we know something someone else doesn’t; quite often we’re right. There’s nothing wrong with withholding your knowledge from someone else, especially if you’re not getting paid for it.
The parameters change when someone decides they’re willing to pay you for that information. If it’s a product, those people are expecting that if they have questions that you’ll answer those questions for them, either in a product manual, a FAQ (frequently asked questions) page, or, if it’s the rest of us, in a blog post. It’s one of the reasons I gripe about sites that purport to tell us how to do something yet leave out some of the steps along the way. That doesn’t help anyone does it?
Ineptitude is another intriguing concept. Most of the time it’s not intentional; either someone doesn’t know or they forgot something. None of us are perfect, so we don’t get as mad when that type of thing happens.
It’s when it’s time to correct something, or pony up the rest of what people need to know, especially once the question has been asked multiple times, and the correction isn’t made that we tend to get upset. You should have seen some of the things people were writing on other forums because they were frustrated at not being able to get the answers they were looking for. Who here hasn’t been there?
Back in March I wrote a post about disappointing blog content where I took some of the points that a person wrote for another blog and basically beat them up because she either didn’t say anything new about them or didn’t offer anything that was actually helpful. I’m not saying that every single blog post someone writes has to be helpful; after all, I said in 2012 that a blog’s purpose should be to educate, entertain or inform, which Copyblogger just agreed with in a recent post & video (you think maybe they’re reading this blog? lol).
what I am saying is that if you’re going to either sell something off your site, or purport to be an authority on it, that you also need to be willing to either change something up when people bring issues to you about it or write an addendum somewhere so it’s easy for people to find the answers to their questions, especially if it’s a common question.
At least that’s how I see things. Those of you who will possibly comment are either bloggers, purveyors of social media or consumers; what’s your take on what I see is obviously a major customer service issue?