I recently encountered a medium complexity problem with SBS On Demand subtitles not displaying. As we age we are finding it increasingly difficult to understand dialogue, particularly given series and film directors insistence on adding loud music behind everything. Thus we really rely on those CC. The original suggestion from Support worked but was inconvenient and a little risky, and I explained why. Soon after I received a second clear and comprehensive explanation of the symptoms I had, an apology they possibly could not provide a perfect fix, and a comment the support person had gone to one of the senior developers for further advice. Then followed the extra information I had sought, which turned out to solve the issue at least in all my tests to date. A perfect answer deserves a perfect score. I've dealt with hundreds of Help Desk staff both professionally and privately and this was one of the best experiences I've had.
