Amazon Prime Video 4K UHD and Apple TV – a disaster!

First, it was Good Omens. Now it’s The Boys. Amazon Prime Video has been available on Apple TV devices for a while now. Not long, but long enough. I bought the 4K version of the Apple TV because I have a 4K TV.

I have the Amazon Prime Video app on my LG 4K TV, but I don’t tend to use the built-in apps for the TV because the TV is getting old now and the app and WebOS updates are few and far between. An Apple TV device should continue to receive OS and app updates regularly for many years to come – and one only has to replace one component when Apple stops supporting that device, rather than having to replace an otherwise good working TV. This is why I despise the “smart” in Smart TV.

Amazon’s 21st century equivalent of adjusting a TV aerial

Amazon, like Netflix, has been commissioning original TV shows in UHD (4K). With Netflix and the right subscription, you’ll get the highest resolution out the box without any fuss. If it’s 4K, you’ll get 4K. If it’s HD only, you’ll get HD only. With Amazon, you’re relying on them to put the 4K version of the title on the home page. Except they rarely do. No, with Amazon, you have to dig deep to find the bugger and then add it to your wishlist so that you don’t lose it again.

I had tremendous difficulties playing Good Omens in 4K when it was first released. Error galore. And I had even more difficulty trying to find the link to get help with Amazon (though it turns out when you do find the help page, the contact us section is bottom left-hand side – it’s not as obvious as you think it is when you’re trying to look for it). We then spent about an hour going through a scripted support process before the case was escalated to Amazon Prime Video’s specialist support team.

The thing is, the LG TV could play the 4K version of Good Omens just fine. Yet the newer Apple TV running Amazon’ s own app couldn’t. Eventually, Amazon managed to fix it, but it left a bit of a bad taste.

And now we have a new Amazon series called The Boys. It’s a very good black comedy about a world where superheroes are vile and managed by a massive agency who look after their PR, which comes in handy whenever collateral damage from a superhero rescue comes into play. It’s an exceptional series, but again, I can’t play it in 4K on the Apple TV.

Here are things I’ve tried:

  • Signed out of Amazon, then signed back in again
  • Restarted the Apple TV
  • Signed out of Amazon, deleted the Amazon Prime Video app, restarted the Apple TV, downloaded the Amazon Prime Video app, and then signed in again
  • Sacrificed a small goat to the tech god, “Sodslaw”
  • Admired the extremely impressive Apple TV 4K screensavers when attempting to escalate the issue with Amazon

The reason I got angry about this in the first place was that the TV app on Apple TV made it clear it was a 4K show. But when you clicked on the link to open it, an error from Amazon’s Prime Video app popped up.

I tried to search for The Boys within the app. No joy. And I tried on the web site – again no joy – until today (one day after the release). I added it to the Watchlist so that I wouldn’t lose it again.

I’ve been in touch with Amazon, and I think they’re escalating this – but they also wanted me to restart my router. I said that I didn’t think that was going to be necessary, but they insisted. And that’s when I lost my temper and left the chat.

Some thoughts:

  • Apple and Amazon need to work more closely together
  • Amazon needs to put more developers onto the tvOS app
  • Amazon needs better QA testers for the tvOS app

If these so-called “cord-cutting” services are to succeed, they need to work flawlessly across the many platforms that they’re on. And support for these services needs to be beefed up. Streaming is only going to get more complex – especially if 8K is around the corner (my prediction: won’t see anything serious for the next 2-3 years and even then we’ll still be struggling with 4K like we are right now).