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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.

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.

Fandango at Home reserves the right to refrain from posting and/or to remove user comments, including comments that contain any of the following:

1. Obscenities, defamatory language, discriminatory language, or other language not suitable for a public forum
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."

You grant Fandango at Home the right to use the name that you submit in connection with any Comments. You agree not to use a false email address, impersonate any person or entity, otherwise mislead as to the origin of any Comments you submit. You are, and shall remain, solely responsible for the content of any Comments you make and you agree to indemnify Fandango at Home for all claims resulting from any Comments you submit. Fandango at Home takes no responsibility and assumes no liability for any Comments submitted by you or any third-party reserves the right to refrain from posting and/or to remove user comments, including comments that contain any of the following:

1. Obscenities, defamatory language, discriminatory language, or other language not suitable for a public forum
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."

You grant Fandango at Home the right to use the name that you submit in connection with any Comments. You agree not to use a false email address, impersonate any person or entity, otherwise mislead as to the origin of any Comments you submit. You are, and shall remain, solely responsible for the content of any Comments you make and you agree to indemnify Fandango at Home for all claims resulting from any Comments you submit. Fandango at Home takes no responsibility and assumes no liability for any Comments submitted by you or any third-party.
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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.

    3 UHD
    735 HDX
    2 SD

    Comment


      #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.

        Comment


          #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.

          Comment


            #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.

            Comment


              #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.

              Comment


                #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.

                Comment


                  #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.

                  3 UHD
                  735 HDX
                  2 SD

                  Comment


                    #10
                    Re: How long for customer service response?

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

                    Comment


                      #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!

                      Comment


                        #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?

                        Comment


                          #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.

                          Comment


                            #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!

                            Comment


                              #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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