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

    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.

    #2
    Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

    I am waiting on them to change Max Payne (Theatrical) to Max Payne (Unrated) since they said they could do that. Also, I had requested for them to give me Troy (Director's Cut) instead of Troy (Theatrical) since I see it as an option, but they told me that it's not available for D2D? Has anyone gotten Troy (Director's Cut) via In-Home D2D? Also, I am waiting on them to change Underworld SD -- the Blu-ray was recognized as a DVD and not the Unrated cut -- to Underworld (Unrated) HDX.

    Comment


      #3
      Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

      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.

      Comment


        #4
        Re: How long does Vudu take to respond to an open case (I know they're busy, just ask

        Received your message and have responded. Thanks.

        Comment


          #5
          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
          I am waiting on them to change Max Payne (Theatrical) to Max Payne (Unrated) since they said they could do that. Also, I had requested for them to give me Troy (Director's Cut) instead of Troy (Theatrical) since I see it as an option, but they told me that it's not available for D2D? Has anyone gotten Troy (Director's Cut) via In-Home D2D? Also, I am waiting on them to change Underworld (Unrated) SD -- the Blu-ray was recognized as a DVD -- to Underworld (Unrated) HDX.
          Just to correct this, they didn't actually say they would swap it or that they could I was just hoping that it was possible since that is what I chose from the list :/

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            #6
            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).

            Comment


              #7
              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?

              Comment


                #8
                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.

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                  #9
                  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.

                  Comment


                    #10
                    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)

                    Comment


                      #11
                      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.

                      Comment


                        #12
                        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?

                        Comment


                          #13
                          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.

                          Comment


                            #14
                            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?

                            Comment


                              #15
                              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.

                              Comment

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