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How long for customer service response?

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    How long for customer service response?

    I opened a case with customer service nearly three weeks ago. So far I have gotten no update or response on when this issue will be looked at. How long is the normal resolution time?

    #2
    Re: How long for customer service response?

    Originally posted by Jaddok View Post
    I opened a case with customer service nearly three weeks ago. So far I have gotten no update or response on when this issue will be looked at. How long is the normal resolution time?
    As I've mentioned several times before on these forums, don't email a case but call them and call every day if you need to. That's the only way it will be solved in a timely manner.

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      #3
      Re: How long for customer service response?

      Thanks, i will try calling everyday and see what happens. I've already called a few times. The First level customer support reps are all reading off of the same script. Basically they know nothing and they can't give me any update on when my case will be resolved.

      Comment


        #4
        Re: How long for customer service response?

        Originally posted by Jaddok View Post
        I opened a case with customer service nearly three weeks ago. So far I have gotten no update or response on when this issue will be looked at. How long is the normal resolution time?
        It should have been responded to long before now but could have been caught in your spam filter. I have dealt with multiple problems through opening a support ticket and usually it took around 3 days for them to respond to me and then an additional 2-3 days for each update of information they requested or I supplied.

        If you have gone for 3 weeks then your case has been closed because you didn't respond.

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          #5
          Re: How long for customer service response?

          I checked and I can see that my cases are still open. I have called three days in a row now to get an update and I am still not any closer to having my issue resolved. All customer support can tell me is that cases have been escalated to the next level of support. None of the customer service reps are able to get in touch with upper level of support to check the progress of my cases.

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            #6
            Re: How long for customer service response?

            I just came here to post the same problem. I've had my account for a couple years and buy TONs of movies so i probably have more problems than the typical Vudu customer and it usually takes longer than it should. But right now i have 4 open tickets. And some are getting really old at this point.

            160210-000865 from 02/10/2016
            160205-001044 from 02/05/2016
            160119-000011 from 01/19/2016
            151227-000441 from 12/27/2015

            This is a little crazy??? Hopefully someone here can help get us caught up. Especially on some of these older ones.

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              #7
              Re: How long for customer service response?

              I just called and the representative said they are backlogged because of the holidays..... yes, Christmas! I guess they can't be bothered to hire more people. They'd rather their customers wait forever.

              Apparently the people that answer the phone are pretty limited in what they can do. She "escalated" my issue, but she said she has no idea when they might finally get back to me.

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                #8
                Re: How long for customer service response?

                I guess Vudu just doesn"t value their customers to even give a courtesy update. It's been almost five weeks now since my issue was escalated and still no contact at all. I gave up calling everyday, that was useless. I have better things to do with my time. I also got the speech every time about how they are behind from Christmas.

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                  #9
                  Re: How long for customer service response?

                  Originally posted by Jaddok View Post
                  I guess Vudu just doesn"t value their customers to even give a courtesy update. It's been almost five weeks now since my issue was escalated and still no contact at all. I gave up calling everyday, that was useless. I have better things to do with my time. I also got the speech every time about how they are behind from Christmas.
                  Sorry to hear. They shouldn't treat any customers like that.

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                    #10
                    Re: How long for customer service response?

                    Its March first and still no contact. Worst customer service ever

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                      #11
                      Re: How long for customer service response?

                      Is there really any upper level tech people working at Vudu? No one has contacted me yet!

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                        #12
                        Re: How long for customer service response?

                        Luckily Felipe replied to one of my tickets but most of the rest of them are still in limbo. And now I've got more tickets. They're just piling up. I tried calling as suggested. All they did was escalate most of them. And week's later they're still just sorting there.

                        I just don't get it. What is the point of calling if they can't do anything? What is the point of support people at all that can't do anything but pass the buck and "escalate" everything?

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                          #13
                          Re: How long for customer service response?

                          Sorry for the delay in the response in your cases. We are revamping our customer support team to better handle your inquiries. I'll look into these pending cases and see what I can do from my end.

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                            #14
                            Re: How long for customer service response?

                            Originally posted by FelipeF View Post
                            Sorry for the delay in the response in your cases. We are revamping our customer support team to better handle your inquiries. I'll look into these pending cases and see what I can do from my end.
                            Thank you FelipeF! If only you could clone yourself, your whole team would be amazing!

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                              #15
                              Re: How long for customer service response?

                              My issues have been resolved! I am not sure what prompted Level 3 to respond and resolve my issues, be it my emails sent to the right people or a push from FelipeF.

                              Thank You FelipeF for all your efforts.

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