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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.

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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

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How long does Vudu take to respond to an open case (I know they're busy, just asking)

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  • awarlock
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by xxxsdesdexxx View Post
    Based off of your experience, how long should I expect to wait for them to respond to an open case? They have already responded once, but asked for me to send them a picture proving that I own a disc and I did that already.
    In my past (2) cases, it generally took around (4) days. Vudu support did reply initially to my case about 7 hrs. later asking for a snapshot and after I uploaded the picture the following day, it took a couple more days.

    Leave a comment:

  • Guest's Avatar
    Guest replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by supaet View Post
    Well, that's horrible if it's true. I also don't know why we have to send in pictures to show that we own the blu-ray. It's clearly states "blu-ray" in the receipt, yet it only gives dvd/sd

    for example:

    09. The Mask of Zorro [Blu-ray] DVD to SD $ 1.00

    This should be fixed on the spot, just look at it. The program clearly detected the correct disk, a blu-ray disk.
    While I agree its not completely customer friendly yet. It is still a beta; we're at work to make it a better experience for everyone.

    Leave a comment:

  • supaet
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by DanielH View Post
    As with a lot of different support requests, it's never a clear cut yes or no. We take these on a case to case basis and will do whatever we can to help the customer.
    Well, that's horrible if it's true. I also don't know why we have to send in pictures to show that we own the blu-ray. It's clearly states "blu-ray" in the receipt, yet it only gives dvd/sd

    for example:

    09. The Mask of Zorro [Blu-ray] DVD to SD $ 1.00

    This should be fixed on the spot, just look at it. The program clearly detected the correct disk, a blu-ray disk.

    Leave a comment:

  • theguru14
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Thank you for the quick response. If it is not a definitive NO, then someone should inform the rest of the team as 2 VUDU CS reps have told me that it is no longer their policy to upgrade and the other said they are not doing upgrades at this time.

    I do not want to convert and more movies to find out later on that they will not upgrade me or anyone else.

    Originally posted by DanielH View Post
    As with a lot of different support requests, it's never a clear cut yes or no. We take these on a case to case basis and will do whatever we can to help the customer.

    Leave a comment:

  • Guest's Avatar
    Guest replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by madmod20061 View Post
    #140202-000469

    Thanks.
    I just responded to your case. I need a little information from you.

    Leave a comment:

  • Guest's Avatar
    Guest replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by theguru14 View Post
    Daniel,

    So do you know if it is true that VUDU is no longer upgrading any errors from the in home D2D program?
    As with a lot of different support requests, it's never a clear cut yes or no. We take these on a case to case basis and will do whatever we can to help the customer.

    Leave a comment:

  • theguru14
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Daniel,

    So do you know if it is true that VUDU is no longer upgrading any errors from the in home D2D program?

    Leave a comment:

  • madmod20061
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by DanielH View Post
    What is your reference number?
    #140202-000469

    Thanks.

    Leave a comment:

  • Guest's Avatar
    Guest replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by madmod20061 View Post
    I'm trying to get mine changed too. Wrong Turn 5 Unrated converted as Rated. I put in a ticket a couple days ago and got a response today that they are escalating it. Not sure what that means but they said my ticket will close in 96 hours but I might not hear back for 3 to 5 days.
    What is your reference number?

    Leave a comment:

  • MaxH
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by theguru14 View Post
    I am having an issue with their responses and how long it takes for a response. Is anybody aware that they are no longer upgrading D2D that read SD when you use BD and reads SD? I converted some movies and was told by 2 VUDU CS that they will upgrade once I do the converting and show proof.

    Thank you for contacting VUDU customer care, I would first like to apologize for the inconvenience. Our policy has recently changed and we no longer offer upgrades of this type. However, because you emailed in before the policy change took effect, I am escalating your case to my content team for further review.
    Wow, that's good to know. I did one DVD conversion (the Blu-ray wasn't recognized, but the DVD was, and I had both) only because I knew they would upgrade it if I sent in a pic of the Blu-ray. I would be furious if they changed it with no warning on me. They really should have said something in one of the many threads here about that very issue.

    Leave a comment:

  • theguru14
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    I am having an issue with their responses and how long it takes for a response. Is anybody aware that they are no longer upgrading D2D that read SD when you use BD and reads SD? I converted some movies and was told by 2 VUDU CS that they will upgrade once I do the converting and show proof.

    Thank you for contacting VUDU customer care, I would first like to apologize for the inconvenience. Our policy has recently changed and we no longer offer upgrades of this type. However, because you emailed in before the policy change took effect, I am escalating your case to my content team for further review.


    If you have any further questions or concerns, please let us know.


    Thank you and be well,

    XXXXXXXXX
    VUDU Customer Care
    1-888-554-8838
    support@vudu.com
    7am-8pm PST(7 days a week)

    Leave a comment:

  • madmod20061
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    I'm trying to get mine changed too. Wrong Turn 5 Unrated converted as Rated. I put in a ticket a couple days ago and got a response today that they are escalating it. Not sure what that means but they said my ticket will close in 96 hours but I might not hear back for 3 to 5 days.

    Leave a comment:

  • xxxsdesdexxx
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Originally posted by DanielH View Post
    Typically, the initial response time is pretty quick. Right now, its delayed a bit longer than usual. Escalations from there, may take additional time. If you give me your reference number, i can take a look at where your case is.
    With your help, my issues were all resolved -- except Underworld (Unrated) listing is not really Underworld (Unrated). It was quickly escalated and taken care of. I now have Max Payne (Unrated), Troy (Director's Cut), and Underworld in HDX -- looks like they were able to swap them. I appreciate having this taken care of so quickly after your PM to me. Thanks. Underworld is another issue where the source file that Vudu has must be updated to the real Unrated version.

    Leave a comment:

  • xxxsdesdexxx
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    Doh. Just realized when I put in Underworld (Unrated) Blu-ray that it didn't just come up as DVD, but it also came up as the rated version that is shorter If they cannot be changed/replaced, is there a way to remove them and issue a credit for the amount paid?

    Leave a comment:

  • xxxsdesdexxx
    replied
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    When this software is officially out of beta, I would hope that it would ask you which version you want and give you all the choices for that movie -- it would make it much easier for everybody (Vudu support staff and customers alike).

    Leave a comment:

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