Does this sound right to you?

[qazzaq]

Re: Does this sound right to you?

I already had to buy the movie again to get another redemption code which I then validated ( again ) to get the movie added to my account.

Since you redeemed another code to your account already there really isn't anything vudu can do now since you didn't wait for customer service to resolve the issue (this is no different than accidentally redeeming a code for a movie you already owned... truly a problem for those with large libraries).

[MattBryans]

Re: Does this sound right to you?

Wow really. Wouldn't the picture of the validation slip listing the movie and valid code be enough? I seriously doubt I even have the receipts (from either purchase) those normally get tossed with the Best Buy bag and stickers and plastic wrapping surrounding the bluray once I'm done opening the bluray. Never thought I'd need that but then again I'm simply amazed Felipe even wanted to make an effort to look into this as everyone else I've spoken with at Vudu hasn't cared one bit about what they did. The most I expect is that word goes up the chain that there are several issues going on that to me as a concerned customer seriously needs to be addressed. Then again digital movie sites seem to have many issues. Ultraviolet losing customers movies (I'm only missing over 400 as of last count), relinked my code for Disney last month only to be sent an email from Vudu two days ago that to keep my Disney movies I need to relinked my account again but now at Disney's site. The lack of supported device to take advantage of 4K streaming. I have a brand new Samsung 65" KS8500 4K TV where the Vudu app does the same thing as my Roku 2. Was planning on buying an XBox One S with my TV but will wait awhile to see what goes on with 4K support. Uggghh so many issues just to play a movie. It really shouldn't be this hard after five years.

[MattBryans]

Re: Does this sound right to you?

Since you redeemed another code to your account already there really isn't anything vudu can do now since you didn't wait for customer service to resolve the issue (this is no different than accidentally redeeming a code for a movie you already owned... truly a problem for those with large libraries).

The only reason and I mean the only reason I bought the movie again was because after the rep from escalation telling me they did nothing wrong and there was nothing more they could do that is why I bought the movie again as I have five family members linked and I know my mother mentioned she wanted to see this title and when Vudu after many attempts said nope we can't help you I just threw my hands up and bought another movie. I thought of just buying the digital copy thru Vudu but right now I'm in no mood to give them more of my money.

Here is what was sent to me from escalation.

Hello Matthew,

Thank you for contacting VUDU customer care.

We apologize for the inconvenience. It appears that there is a misunderstanding of the entire situation. Digital codes have no effect on preorders and vice versa. The preorder was to buy a digital only copy of the movie. The redemption code is obtained from a physical copy that is purchased through a retailer that is not VUDU.

When VUDU cancelled your preorder, we were canceling just the digital purchase of the title. This will not affect your ability to redeem the digital copy that you obtained from purchasing the disc. The digital copy was voided because you had previously entered the code through FoxRedeem, which consumes the codes and makes it invalid (codes are one time use). In this situation, VUDU has not made any mistake by canceling your preorder.

Because your code was entered through FoxRedeem, we would recommend that you contact their customer support team to see f they can push the digital redemption from their side into our service. If you have further quesitons or issues, please do not hesitate to contact us. Have a great day!


I contacted Fox who said they redeemed the valid code and to contact Vudu to get my title placed back on my account. I love the accountability. I really love the fact that Vudu admits I redeemed a valid code that was then placed on pre order but then they cancelled the pre order making my one time use only code invalid then say "Vudu has not made any mistake by cancelling your preorder". I'm no genius but I'm pretty sure cancelling my preorder making my redemption code invalid without asking me to do this is kind of their mistake.

[MattBryans]

Re: Does this sound right to you?

Got to love Vudu Support now they are claiming my original code was invalid. Hmmm I wonder why when I used that code at Fox redeem it stated the code was valid which then allowed me to choose the redemption provider ( I wouldn't have even gotten to this step if the code I used was invalid. I sent Vudu the screen shot from Fox Redeem that the valid code was redeemed by Vudu on December 6 and now they send me a response saying, " oh the code you used was invalid". Seriously Felipe I've explained this six times to six different reps and they still don't get that by them cancelling my preorder it was that action that made my code invalid. Now they want me to dig thru trash to find my receipt something I'm not going to do as I've already sent them all the proof they need that my code was valid and redeemed and then cancelled by Vudu. I'm still in shock that six seperate agents just can't grasp how redemption works and cancelling a customers order makes their code invalid.

Here's the latest response from Vudu. Seriously it shouldn't be this difficult.


Hello Matthew
I hope this email finds you well.
After further review of this issue it appears that we have some misunderstanding as to the difference in redemptions and pre orders.
When you originally redeemed the title on FoxRedeem.com and selected Vudu as its provider that option is different from a Pre-Order.
A Pre-Order for our site is when you are purchasing the selected title before its release date and would not be selected when redeeming a code. When you had initially emailed in our agent removed the pre order to prevent an accidental charge on your account. This action did not make the code that you had invalid. It prevented an accidental purchase of a title that you have the redemption code for.
The code was invalid due to other reasons such as it being a miss printed code. The codes for these titles are created and provided by the studios. If the code for your title is invalid and or did not redeem onto your account for any reason, then we will require a photo of the receipt including the Transaction code, as well as the front and back of the DVD or Blu-Ray case. Once we have these photos we will be able to escalate this case to our promotions department so that they may provide further support.
I do want to assure you that the canceling of your Pre-Order had nothing to do with your code being invalid. The agent that did this was merely attempting to avoid having you charged for a title that you have codes for.
Please provide us the receipt for the first purchase of your title so that we may send this up to our promotions department for further support.
Best regards,

[dbrandom]

Re: Does this sound right to you?

If you canceled the pre-order that was generated from a code, it's probably in your saved promotions under Account Info. Wait a second for it to load and then scroll down and see if it's in there.

[larrs]

Re: Does this sound right to you?

This exact thing happened to me on this title and has happened before when my local merchant put discs out before release day- usually doesn't happen, but it has a couple of times in the past. I did nothing even after the email said my payment would be charged. On release day, the title showed up in My Vudu, I received an email saying it was ready to watch and I never was charged anything- as has been the case before.

Just FYI

[MattBryans]

Re: Does this sound right to you?

dbrandom I thought that too so as soon as the Preorder was cancelled I checked that and nope when they cancelled the preorder it cancelled everything.

Thanks Larrs, now I know, that had been the first time this happened to me , hence why I contacted Vudu about it and thats when they cancelled my whole order. All I know is that email seriously needs to be worded better with a statement saying, "if Preorder was placed using a valid redemption code, your card will not be charged" or something along those lines but considering my experience speaking with the six reps already I do not have much faith in them being able to understand things like redemption code validation versus preorders using the Vudu website.

[qazzaq]

Re: Does this sound right to you?

All I know is that email seriously needs to be worded better with a statement saying, "if Preorder was placed using a valid redemption code, your card will not be charged" or something along those lines

That would just confuse the 99.999% of people doing normal pre-orders.

Remember, consumers aren't expected to have codes before release date, so why would vudu need to accommodate that in an email?

This movie was an odd case though, it did not have an early sale window before the physical release, so that is the root of your issue.

On a related note... the register software are Best Buy is programmed to deny sale of media before street date so I am not sure how you manage to get all your movies there early, those receipts would definitely be interesting to see

[MattBryans]

Re: Does this sound right to you?

I don't know either, I've been getting movies a week or two early for a couple of years, I even informed them of this issue once and the clerk just shrugged and ran the movie and it charged the correct price. I wasn't going to argue. The fact that I redeemed my code on Dec 6 two weeks before release shows that the movies are getting purchased before release date but that should have no effect on Vudu cancelling my preorder to begin with. I guess I never should've emailed them asking why my card would be charged, looking back I wish I hadn't.