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LUCA - 4K Codes Redeeming HD at VUDU

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  • FelipeF
    replied
    We looked at this Luca issue from all angles with the help from the studio. This seems to be an issue on how these codes were programmed on their end. I wish there was something we could have done to make this all work but it's just not possible.

    Leave a comment:


  • diamond204
    replied
    Originally posted by FelipeF View Post

    The Cruella issue has now been resolved.

    The Luca issue is a lot more complicated and cannot be resolved. This is a Disney issue 100%. You will need to contact Disney support for this issue going on.

    The forums are more of a supplement to customer care. I do reach out and help those who's cases need special attention. I do read the posts and report all of my finding to the appropriate department.
    Thanks for this Felipe.

    Leave a comment:


  • FelipeF
    replied
    Originally posted by Toddwrtr View Post
    My last post in this thread: When I spoke with Disney Guest Services regarding my code for "Cruella," I mentioned the issue many on here were having with Luca, and the agent I spoke with was aware of that issue as well. If you redeemed your code already, the only solution is to contact Disney Guest Services and have them issue a new code. I posted the link in this thread to report your issue, but you can also call them at (800) 723-4763 M-F 7:30am-4:30pm Pacific time.

    Or you could CALL Vudu Customer Service at (888) 554-VUDU to report your issue. Agents at Vudu have also said to me that the Vudu Forum is not really meant for reporting customer service issues, as it is not monitored as closely as their customer service line.

    FelipeF - Please correct me if I am wrong on any of this.
    The Cruella issue has now been resolved.

    The Luca issue is a lot more complicated and cannot be resolved. This is a Disney issue 100%. You will need to contact Disney support for this issue going on.

    The forums are more of a supplement to customer care. I do reach out and help those who's cases need special attention. I do read the posts and report all of my finding to the appropriate department.

    Leave a comment:


  • Toddwrtr
    replied
    My last post in this thread: When I spoke with Disney Guest Services regarding my code for "Cruella," I mentioned the issue many on here were having with Luca, and the agent I spoke with was aware of that issue as well. If you redeemed your code already, the only solution is to contact Disney Guest Services and have them issue a new code. I posted the link in this thread to report your issue, but you can also call them at (800) 723-4763 M-F 7:30am-4:30pm Pacific time.

    Or you could CALL Vudu Customer Service at (888) 554-VUDU to report your issue. Agents at Vudu have also said to me that the Vudu Forum is not really meant for reporting customer service issues, as it is not monitored as closely as their customer service line.

    FelipeF - Please correct me if I am wrong on any of this.

    Leave a comment:


  • vudu4u2
    replied
    Originally posted by Toddwrtr View Post

    What do you need fixed? If you already redeemed the code, as Felipe indicated, you would need to contact Disney directly to have a new code issued. Vudu can't change anything once a code is redeemed.
    Why do I need it fixed? You've responded numerous times on this thread but apparently don't understand. I don't need a new code, I just need mine to redeem properly. The 4K code doesn't redeem 4K on Vudu. Vudu NEVER fixed it, despite Felipe saying he did (and would). Don't tell me to redeem on MA blah, blah. Read my posts. What I said is valid and should have been done a month ago.

    Originally posted by FelipeF View Post
    This is now redeeming as UHD for 4k disc codes.

    Leave a comment:


  • Toddwrtr
    replied
    Originally posted by vudu4u2 View Post
    Still not fixed.

    Longtime Vudu user but if I can't redeem my codes there anymore, I will switch retailers.
    What do you need fixed? If you already redeemed the code, as Felipe indicated, you would need to contact Disney directly to have a new code issued. Vudu can't change anything once a code is redeemed.

    Leave a comment:


  • vudu4u2
    replied
    Still not fixed.

    Longtime Vudu user but if I can't redeem my codes there anymore, I will switch retailers.

    Leave a comment:


  • Sandler77
    replied
    Originally posted by Toddwrtr View Post

    I disagree, and I'll tell you why.

    Reason #1: I redeemed a code for The Matrix Trilogy 4K on Vudu. Vudu gave me HDX (apparently the individual movies were available in 4K, but Vudu only had the bundle in HDX), which then passed HD on to all other MA providers, even though the code was for 4K. Found out later from Warner Bros and Movies Anywhere that if I had redeemed the code on Movies Anywhere, I would have received 4K across all MA providers. Thankfully, Warner was generous enough to provide a new code, which I redeemed on MA, and low and behold I suddenly had the trilogy in 4K on iTunes, FandangoNow, Google Play Movies, and... Vudu.

    Reason #2: When Sony released The Mask of Zorro on UHD, Vudu only had the movie available in HDX. If I had redeemed the code on Vudu, I would have received the movie in HD across all MA providers, including Vudu, and the movie would have never upgraded to 4K/UHD on any MA provider. Movies Anywhere did have the movie in UHD, which is where I redeemed my code, and was able to then watch it in UHD and Dolby Atmos on the Apple TV app on my Roku Ultra.

    That is why I always redeem on Movies Anywhere. They have also been more willing to go to bat for me, as a customer, whenever there is a redemption issue, unlike Vudu, who's support is currently over-burdened with library merger issues.
    you can always check the 4K sheet and that would solved your problem (or at least let you know where to redeem). In that case, MA may have been the only option. You can always contact VUDU and they will fix the redeem but you often are asked to show proof of purchase and the redeem slip.

    Leave a comment:


  • Toddwrtr
    replied
    Originally posted by diamond204 View Post

    You are 100 percent correct. Contacting Disney support sounds like a good way to help move this process forward.

    I would guess that their initial response will be 'but you can redeem it at Movies Anywhere' to which the response should be 'but I usually redeem all my codes at Vudu and that is my preference.'
    Users should be aware that many studios (currently Sony and Universal) are forcing you to redeem your codes at Movies Anywhere, and I expect that trend to continue.

    I have had to deal with studios before with similar issues to this one, and all I can say is to be persistent and do not take "No" for an answer. My code for "Willy Wonka" redeemed as HD (thru Movies Anywhere, who were aware of the issue) and I spent several days flinging e-mails back and forth with Warner Bros customer support until they finally issued a new code for me to redeem, which DID redeem in UHD. For me, I find digital to be more cumbersome and troublesome than physical media. You can't take away a customer's Blu-ray disc, and you can't downgrade the Blu-ray to DVD (one of my big complaints with the Vudu/FN library merger).

    Leave a comment:


  • diamond204
    replied
    Originally posted by Toddwrtr View Post
    I give up. Continue complaining to Vudu, who are overburdened with other more pressing issues that are within their own control (such as fixing the mess they created with the library mergers). FelipeF has already said that this is an issue on Disney's side, so if no one is going to contact Disney regarding their redemption issue, that is on them.
    You are 100 percent correct. Contacting Disney support sounds like a good way to help move this process forward.

    I would guess that their initial response will be 'but you can redeem it at Movies Anywhere' to which the response should be 'but I usually redeem all my codes at Vudu and that is my preference.'

    Leave a comment:


  • Toddwrtr
    replied
    I give up. Continue complaining to Vudu, who are overburdened with other more pressing issues that are within their own control (such as fixing the mess they created with the library mergers). FelipeF has already said that this is an issue on Disney's side, so if no one is going to contact Disney regarding their redemption issue, that is on them.

    Leave a comment:


  • diamond204
    replied
    Originally posted by Toddwrtr View Post
    As I've said before, contact Disney Support and explain the situation. Be ready to provide a copy of the code insert and proof of purchase. They will likely have to issue you a new code, and I highly recommend you redeem that new code on Movies Anywhere. That is where I redeemed my code, and it redeemed as UHD with no issue.
    Of course you can do ​​​​this. We are trying to avoid this situation.

    The matrix trilogy issues you refer to were from a few years back now when uhd was newish in town especially to digital. Now that time has progressed vudu usually has 4k Movies offered in uhd by physical release date if not before. That was the case with Luca. It was and has been available in Vudu since release date if not before in 4k so your examples is not usually applicable anymore.
    ​​​​​

    Leave a comment:


  • sankoni
    replied
    Originally posted by Toddwrtr View Post

    I disagree, and I'll tell you why.

    Reason #1: I redeemed a code for The Matrix Trilogy 4K on Vudu. Vudu gave me HDX (apparently the individual movies were available in 4K, but Vudu only had the bundle in HDX), which then passed HD on to all other MA providers, even though the code was for 4K. Found out later from Warner Bros and Movies Anywhere that if I had redeemed the code on Movies Anywhere, I would have received 4K across all MA providers. Thankfully, Warner was generous enough to provide a new code, which I redeemed on MA, and low and behold I suddenly had the trilogy in 4K on iTunes, FandangoNow, Google Play Movies, and... Vudu.

    Reason #2: When Sony released The Mask of Zorro on UHD, Vudu only had the movie available in HDX. If I had redeemed the code on Vudu, I would have received the movie in HD across all MA providers, including Vudu, and the movie would have never upgraded to 4K/UHD on any MA provider. Movies Anywhere did have the movie in UHD, which is where I redeemed my code, and was able to then watch it in UHD and Dolby Atmos on the Apple TV app on my Roku Ultra.

    That is why I always redeem on Movies Anywhere. They have also been more willing to go to bat for me, as a customer, whenever there is a redemption issue, unlike Vudu, who's support is currently over-burdened with library merger issues.
    Reasons #1 and #2 are two examples of the same thing. You've really only given a single reason.

    Leave a comment:


  • diamond204
    replied
    Originally posted by Toddwrtr View Post
    As I've said before, contact Disney Support at www.disneystudioshelp.com/contact-dch.html and explain the situation. Be ready to provide a copy of the code insert and proof of purchase. They will likely have to issue you a new code, and I highly recommend you redeem that new code on Movies Anywhere. That is where I redeemed my code, and it redeemed as UHD with no issue.
    I believe that everyone pretty much knows this. We are trying to avoid this situation.

    The matrix trilogy issues you refer to were from a few years back now when uhd was newish in town especially to digital. Now that time has progressed vudu usually has 4k Movies offered in uhd by physical release date if not before. That was the case with Luca. It was and has been available in Vudu since release date if not before in 4k so your examples is not usually applicable anymore.
    ​​​​​

    Leave a comment:


  • Toddwrtr
    replied
    As I've said before, contact Disney Support at www.disneystudioshelp.com/contact-dch.html and explain the situation. Be ready to provide a copy of the code insert and proof of purchase. They will likely have to issue you a new code, and I highly recommend you redeem that new code on Movies Anywhere. That is where I redeemed my code, and it redeemed as UHD with no issue.

    Leave a comment:

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