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Hannie Caulder (VUDU 81932) - HD purchases downgraded to SD

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    #16
    Originally posted by lou_493@yahoo.com View Post
    FYI,

    I started a support ticket with VUDU today after talking to a CS rep on the phone for half an hour about this. I still had the MD2D receipt from January 7th in my email, so I screenshot that and sent it. I also sent a screenshot of my purchase history, where it shows on January 7th that I MD2D a movie for $2.15, but there is a big greyed-out rectangle where the movie image should be AND the movie title no longer shows up. The only information that appears next to that transaction is 1/07/2023, Purchased, and $2.15.

    If that's not evidence that VUDU no longer has any idea that we purchased HD rights to this film, I don't know what is. For Pete's sake, the name AND picture of the movie don't even appear in the record that traces the purchase of the film. I would call it a massive longshot that anyone affected by this still has rights to the movie in VUDU's system or that VUDU is going to reinstall them without a support ticket moving forward. This is ridiculous.
    Thank you for your continued efforts on this. I am in the same situation as you and after my initial chat and emails with VUDU I stopped hearing from them... I have all but given up hope that this movie will be restored to my library. They have not even offered to refund the amount I paid, small as it is. Something is terribly wrong with what they term customer service because it seems their model is deflect, blame, and ignore. Kudos to you for fighting another day!

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      #17
      Originally posted by kurinko View Post

      Thank you for your continued efforts on this. I am in the same situation as you and after my initial chat and emails with VUDU I stopped hearing from them... I have all but given up hope that this movie will be restored to my library. They have not even offered to refund the amount I paid, small as it is. Something is terribly wrong with what they term customer service because it seems their model is deflect, blame, and ignore. Kudos to you for fighting another day!
      Vudu certainly is not the company it once was under Walmart.

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        #18
        It's funny how no one at Vudu, either here or via my submitted support ticket, is chiming in with an explanation regarding this problem. Doing so would alleviate fears, clarify the situation, and explain how / when it will be resolved. I'm going to keep bumping this, as something needs to be done to make things right to those of us who seem to have had our HDX rights taken away (For those affected, HDX rights are no longer showing in our purchase histories and we cannot view the film in ANY quality despite SD still being available on your end.). It's been over a month since your support representative took my information and evidence regarding the lost rights that many here seem to have experienced with this film. I have heard absolutely nothing back in response in that time. What is the current status of the situation? I don't understand how and why it is taking so long to resolve things. You can't just stay silent and expect that customers will forget this problem ever existed with the passage of time. It's not gonna happen.

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          #19
          Never forget....

          Way to go VUDU for never making this right. What a truly pathetic display of apathy and a disgusting rescindence of HD rights that were acquired honestly via MD2D, and then ripped away with nary a peep from any mods to explain the situation. No reply was ever made to a support ticket regarding the situation either.

          Way to undermine customer confidence that digital libraries are safe and secure. Stripping rights away that were acquired legally should never happen, but that is exactly what happened here.

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            #20
            Since this is a Paramount release, has anyone tried persistently contacting the studio? That is what I needed to do to get "Tropic Thunder: Director's Cut" fixed, since Vudu kept dragging their feet.

            support @ paramountdigitalcopy (dot) com

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              #21
              Originally posted by lookyjee
              I started a support ticket with VUDU today after talking to a CS rep on the phone for half an hour about this. I still had the MD2D receipt from January 7th in my email, so I screenshot that and sent it.
              You are likely to have better luck contacting Paramount (the studio that owns the film) than contacting Vudu Customer Care Support in getting this fixed.

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