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Fandango at Home Forum Guidelines

The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

Please post all comments in English. When posting a comment in the Fandango at Home Forums, please conduct yourself in a respectful and civil manner. While we respect that you may feel strongly about an issue, please leave room for discussion.

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2. Email addresses, phone numbers, links to websites, physical addresses or other forms of contact information
3. "Spam" content, references to other products, advertisements, or other offers
4. Spiteful or inflammatory comments about other users or their comments
5. Comments that may potentially violate the DMCA or any other applicable laws
6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

Terms of Use - User Comments, Feedback, Reviews, Submissions

For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
Fandango at Home will be entitled to use, reproduce, disclose, modify, adapt, create derivative works from, publish, display and distribute any Comments you submit for any purpose whatsoever, without restriction and without compensating you in any way. Fandango at Home is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay to users any compensation for any Comments; or (3) to respond to any user Comments. You agree that any Comments submitted by you to the Site will not violate the terms in this Terms of Use or any right of any third party, including without limitation, copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to this Site will be or contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam."

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feeling "UN-important" to customer service :(

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    feeling "UN-important" to customer service :(

    Recently I have been having trouble watching or even downloading the movies I paid for(purchase NOT rent). I have re-installed, re-updated, I deleted a couple movies from my download and tried to re-download them in hopes for resolution both no joy. Even recycled modem, nothing. I cant be 100% but it seems as tho this all started right after a vudu update?

    It all started with this error

    "There was a problem authenticating your account for movie playback. [#3322]"

    I have contacted vudu only to be met with extremely poor customer service. More than twice in his reply did he proceed to tell me that my questions don't matter and that my issue "depends on xxxx" I wanted to know where VuDu stored my movies after I download my PURCHASED movie. One of Vudu's promises is that you DO NOT need an active internet account to watch my downloaded purchases. This is not true. The CSR emphasized how I can watch without an internet connection, but in his very next sentence he told me my purchases were stored on the vudu servers. Wouldn't that itself require and internet connection?

    All I want is to be able to watch my movies that I download to MY COMPUTER. Because of all this my wife and I will now have to sit and stew about how buggered we feel over this mess. Telling me that "it doesn't matter" when it clearly does is no way to re-assure your already feeling screwed over client?

    #2
    Re: feeling "UN-important" to customer service

    Originally posted by Shivago-Joe View Post
    Recently I have been having trouble watching or even downloading the movies I paid for(purchase NOT rent). I have re-installed, re-updated, I deleted a couple movies from my download and tried to re-download them in hopes for resolution both no joy. Even recycled modem, nothing. I cant be 100% but it seems as tho this all started right after a vudu update?

    It all started with this error

    "There was a problem authenticating your account for movie playback. [#3322]"

    I have contacted vudu only to be met with extremely poor customer service. More than twice in his reply did he proceed to tell me that my questions don't matter and that my issue "depends on xxxx" I wanted to know where VuDu stored my movies after I download my PURCHASED movie. One of Vudu's promises is that you DO NOT need an active internet account to watch my downloaded purchases. This is not true. The CSR emphasized how I can watch without an internet connection, but in his very next sentence he told me my purchases were stored on the vudu servers. Wouldn't that itself require and internet connection?

    All I want is to be able to watch my movies that I download to MY COMPUTER. Because of all this my wife and I will now have to sit and stew about how buggered we feel over this mess. Telling me that "it doesn't matter" when it clearly does is no way to re-assure your already feeling screwed over client?

    Joe,

    My apologies if you didn't enjoy your experience with support.

    I looked at your most recent case and it seems like we've been able to help with some the issues you've encountered. If they're unable to reach a resolution, please let me know.

    Comment


      #3
      Re: feeling "UN-important" to customer service

      I must ask as a new customer who had issues does VUDU really care. In fact I know they don't which is why I had them cancel my account. Not that $5 or any dollar amount is or would be the issue. It's the simple fact that my wife watched a movie and it stopped 30 minutes near the end. She started it over and FF prior to where is stopped and still the same thing.

      So instead of rectifying the issue by crediting me the money back they said no, lol, really. I could understand if I was someone who called in daily and said the movie stopped but I'm not, I'm a new customer. On top of it she would of used it for the same movie so she could see the last 30 minutes of the movie called Raven.


      So VUDU just lost a good customer. My wife loves movies and watches a lot of them.


      Sorry for stepping on your post. Just felt like pointing out customers mean nothing. When one goes they pick up another 20. So this is no loss for them so why should they care.

      Comment


        #4
        Re: feeling "UN-important" to customer service

        Originally posted by DennisK View Post
        I must ask as a new customer who had issues does VUDU really care. In fact I know they don't which is why I had them cancel my account. Not that $5 or any dollar amount is or would be the issue. It's the simple fact that my wife watched a movie and it stopped 30 minutes near the end. She started it over and FF prior to where is stopped and still the same thing.

        So instead of rectifying the issue by crediting me the money back they said no, lol, really. I could understand if I was someone who called in daily and said the movie stopped but I'm not, I'm a new customer. On top of it she would of used it for the same movie so she could see the last 30 minutes of the movie called Raven.


        So VUDU just lost a good customer. My wife loves movies and watches a lot of them.


        Sorry for stepping on your post. Just felt like pointing out customers mean nothing. When one goes they pick up another 20. So this is no loss for them so why should they care.

        Dennis,

        I checked your streaming sessions and you were able to watch 90 mins of the film uninterrupted. My apologies if there is any confusion.

        Comment


          #5
          Re: feeling "UN-important" to customer service

          Sorry but she didn't see the last 20-30 minutes of the movie. In fact why would I make this up over a $5 movie rental. Seriously, I'm not hurting for money and not one who bothers with making things up. I asked for a credit so she could go back and watch the same movie. I don't feel that I should pay again for something that wasn't available to the end. And because VUDU doesn't respect the customer I canceled. Sorry but I didn't make my money in this life by ripping people off. Apparently VUDU feels they must.

          Comment


            #6
            Re: feeling "UN-important" to customer service

            Originally posted by DennisK View Post
            Sorry but she didn't see the last 20-30 minutes of the movie. In fact why would I make this up over a $5 movie rental. Seriously, I'm not hurting for money and not one who bothers with making things up. I asked for a credit so she could go back and watch the same movie. I don't feel that I should pay again for something that wasn't available to the end. And because VUDU doesn't respect the customer I canceled. Sorry but I didn't make my money in this life by ripping people off. Apparently VUDU feels they must.
            I see Dennis, my apologies. I've added the credit to your account so she can finish the movie. We do take these credits on a case by case basis, so i apologize for the agent initially turning you down for the credit.

            Comment


              #7
              Re: feeling "UN-important" to customer service

              For the record, I have had very good experiences with Vudu customer service. In fact, I have never had an unrectified bad experience, including Vudu's accidental deletion of my free Pan Am series. It was no longer free as it was when I got it, so they credited me some $43 so I could buy it back.

              I just don't want people who read this thread to think that Vudu doesn't care about it's customers. In my opinion, they do. They are extremely helpful. I even ran dhatman through the ringer on a persistant buffering issue, which he solved for me.

              Comment


                #8
                Re: feeling "UN-important" to customer service

                So this means my account wasn't canceled as I asked, please correct me if I'm wrong. If it wasn't fine and she then can go and finish the movie. One more thing I'd like to add. You stated that she watched 90 minutes of the movie. Well the movie is 110 minutes. I think we can agree on that.

                The Raven Poster
                Top 500
                The Raven (2012)
                110 min - Mystery | Thriller - 27 April 2012 (USA)


                Thank you for your assistance.

                Comment


                  #9
                  Re: feeling "UN-important" to customer service

                  Originally posted by jeffpn View Post
                  For the record, I have had very good experiences with Vudu customer service. In fact, I have never had an unrectified bad experience, including Vudu's accidental deletion of my free Pan Am series. It was no longer free as it was when I got it, so they credited me some $43 so I could buy it back.

                  I just don't want people who read this thread to think that Vudu doesn't care about it's customers. In my opinion, they do. They are extremely helpful. I even ran dhatman through the ringer on a persistant buffering issue, which he solved for me.

                  That's fine and they may have been for you. My issue wasn't handled with any respect. The Rep spoke to me like I was a no body and I don't appreciate that from anyone. I'm a customer who has no problem with spending money. I do have a problem with being treated like trash and being told I'm wrong.

                  I'll give VUDU another chance but I hope I won't encounter bad customer service again.

                  Comment


                    #10
                    Re: feeling "UN-important" to customer service

                    Originally posted by DennisK View Post
                    So this means my account wasn't canceled as I asked, please correct me if I'm wrong. If it wasn't fine and she then can go and finish the movie. One more thing I'd like to add. You stated that she watched 90 minutes of the movie. Well the movie is 110 minutes. I think we can agree on that.

                    The Raven Poster
                    Top 500
                    The Raven (2012)
                    110 min - Mystery | Thriller - 27 April 2012 (USA)


                    Thank you for your assistance.

                    It had not been cancelled, but was escalated to be done. I grabbed your case in case you want to keep it open.

                    Comment


                      #11
                      Re: feeling "UN-important" to customer service

                      Keep it open as I like the service. Lets just hope customer support has a better attitude next time something goes wrong.

                      Thank you for the help.

                      Dennis

                      Comment

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