Exasperated users hit out at Deltatre despite 20-per-cent Game Pass discount offer
NFL Game Pass Europe, the digital subscription OTT service featuring all live NFL games that was built and powered by Deltatre, the international sports media services company, has attempted to limit the mounting damage caused by glitches in the service by offering subscribers a “20-per-cent discount off the subscription price you originally paid.”
The offer to subscribers yesterday was made, “whether you have experienced problems or not.”
Acknowledging the glitches, NFL Game Pass Europe said: “It is our goal to deliver to the NFL and its fans an outstanding experience with NFL Game Pass Europe. Some fans have experienced difficulties with the service and we apologise for that.”
However, critics were, in the main, not mollified, and the offer, posted on Twitter, was met with a new torrent of criticism, such as: “This issue remains... It’s a terrible service you offer. Will it be fixed for this Sunday? I want a guarantee from you”; “That doesn't even cover the 5 weeks of being unable to use a product I spent £140 on!”; “I'll accept that and expect NO issues come Sunday.”; and, perhaps most worryingly for Deltatre, “That's not going to happen with @deltatre running the show.”
Several other exasperated tweets also compared Deltatre’s service unfavourably with that of NeuLion, the US production and technology company that previously ran the service.
In response to a suggestion from one user to “restore the radio commentary option for both teams,” described by NFL Game Pass Europe as a “great suggestion,” another, clearly infuriated, user tweeted: “’Great suggestion’? Didn't you guys check the functionality of the old service before promising you could better it???”
Deltatre is owned by Bruin Sports Capital, the sports investment company run by former IMG chief George Pyne, which, together with WPP, the international advertising group that holds a stake in Bruin, was appointed by the NFL in June to promote Game Pass in Europe.
The appointment represented Bruin’s largest piece of business since acquiring Deltatre almost a year earlier, in a deal worth in the region of €145 million ($161 million at the time).
Sportcal has contacted the companies requesting a response to the criticism.
The partners said in June that Deltatre “will now power NFL Game Pass across a combined 61 European countries and territories. This includes the development of a new, state-of-the-art product which will feature a rich user experience optimised for cross-platform viewing. Deltatre will also manage end-to-end technology delivery, streaming, user-facing applications, back-end support, payments and customer service.”
But last week Deltatre was forced into an apology when it emerged that, urged by a senior marketing executive, Deltatre employees (plus their “relatives, family, friends”), had been posting fake positive reviews for Game Pass on Apple and Google stores in a bid to counter the negative feedback to the alleged glitches.
NFL Game Pass’s apology and 20-per cent discount offer ended: “We appreciate all of your fantastic support and will continue to make improvements and add enhancements throughout the year as part of our commitment to deliver this amazing game to NFL fans in Europe.”