I also have had open tickets and since April including a few phone calls. I won't go into some of the things said to me verbally as those have no documentation. I can say that I've had some odd responses in emails.
I originally tried MA for help. MA sent me to VUDU. VUDU sent me to UV. UV said to contact MA and would close my tickets. I kept re-opening tickets with UV explaining they were the original cause of the issue.
Many times UV would forward the ticket to VUDU which resulted in duplicate tickets at VUDU. Fortunately VUDU has kept my original ticket open even though the issue has morphed and expanded since the original issue in April.
The issues I experienced, which happened 3 or 4 times were for titles originally entered into UV by other providers than VUDU. For instance titles redeemed or procured directly at Flixster, WB, Sony, Universal, etc. These titles flowed to VUDU via UV and to MA from VUDU as VUDU was the conduit to MA.
One suggestion was to contact the studios. Which I did. At the time I contacted the studios, they all still had records and UV was up to see what was from them. Some studios provided new codes to use on MA.
Sony was a bit different. As the titles originated in their system, they could still see the transactions. They also still had access to the UV locker for removals. They removed the titles from UV before issuing codes. This removed the titles from everywhere in UV. When entering the new codes it was as if the title was a new procurement. They were technically unable to provide 1 title.
The interesting thing was that UV did try to help 1 time by returning all the removed Sony titles back to UV. Which basically was not the issue. Kudos to the attempt.
Keep in mind Sony will do this only once per their policy. They were gracious to help with all my titles I asked for help. I probably should have had them remove all titles from Sony because when the glitch happened again, I lost another Sony title. This time they explained their policy was a one time courtesy.
For WB, I had to send pictures of the discs and code inserts. Universal was able to also see the transactions. There were 2 titles WB technically could not create new codes.
From the 3 or 4 times this happened to my account (MA titles going missing that originated outside VUDU), I had nearly 100 titles in this situation. Many didn't trigger an issue as I had owned them via other MA providers (from pre-MA times) so the titles stayed in MA from the previous providers. I ended with only 4 titles unable to be fixed.
Green Lantern (2011) Theatrical (WB)
Superman/Batman Apocalypse (WB)
Spider-man: Homecoming (Sony)
Midnight In Paris (Sony)
My hope has been that VUDU could track down the erroneous refund requests sent from their system to MA and somehow reverse/remove the transactions. They have tried some things over the course of the last 4 months to help. Nothing has worked yet. VUDU support has also had some suggestions which when we send ideas back and forth for consideration we realize won't work.
My hope still is that this can be fixed for all of us to have all the titles that used to flow from UV through VUDU to MA to flow back to MA again.
Thank you Felipe for letting us know this is getting some attention. We do appreciate the communication and help.
I originally tried MA for help. MA sent me to VUDU. VUDU sent me to UV. UV said to contact MA and would close my tickets. I kept re-opening tickets with UV explaining they were the original cause of the issue.
Many times UV would forward the ticket to VUDU which resulted in duplicate tickets at VUDU. Fortunately VUDU has kept my original ticket open even though the issue has morphed and expanded since the original issue in April.
The issues I experienced, which happened 3 or 4 times were for titles originally entered into UV by other providers than VUDU. For instance titles redeemed or procured directly at Flixster, WB, Sony, Universal, etc. These titles flowed to VUDU via UV and to MA from VUDU as VUDU was the conduit to MA.
One suggestion was to contact the studios. Which I did. At the time I contacted the studios, they all still had records and UV was up to see what was from them. Some studios provided new codes to use on MA.
Sony was a bit different. As the titles originated in their system, they could still see the transactions. They also still had access to the UV locker for removals. They removed the titles from UV before issuing codes. This removed the titles from everywhere in UV. When entering the new codes it was as if the title was a new procurement. They were technically unable to provide 1 title.
The interesting thing was that UV did try to help 1 time by returning all the removed Sony titles back to UV. Which basically was not the issue. Kudos to the attempt.
Keep in mind Sony will do this only once per their policy. They were gracious to help with all my titles I asked for help. I probably should have had them remove all titles from Sony because when the glitch happened again, I lost another Sony title. This time they explained their policy was a one time courtesy.
For WB, I had to send pictures of the discs and code inserts. Universal was able to also see the transactions. There were 2 titles WB technically could not create new codes.
From the 3 or 4 times this happened to my account (MA titles going missing that originated outside VUDU), I had nearly 100 titles in this situation. Many didn't trigger an issue as I had owned them via other MA providers (from pre-MA times) so the titles stayed in MA from the previous providers. I ended with only 4 titles unable to be fixed.
Green Lantern (2011) Theatrical (WB)
Superman/Batman Apocalypse (WB)
Spider-man: Homecoming (Sony)
Midnight In Paris (Sony)
My hope has been that VUDU could track down the erroneous refund requests sent from their system to MA and somehow reverse/remove the transactions. They have tried some things over the course of the last 4 months to help. Nothing has worked yet. VUDU support has also had some suggestions which when we send ideas back and forth for consideration we realize won't work.
My hope still is that this can be fixed for all of us to have all the titles that used to flow from UV through VUDU to MA to flow back to MA again.
Thank you Felipe for letting us know this is getting some attention. We do appreciate the communication and help.
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