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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.

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VUDU's Customer Service Going Down Hill

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    #1

    VUDU's Customer Service Going Down Hill

    I used to rave about how good VUDU's customer service was. In the past, whenever I emailed support, I would receive a response within 24 hours. Not any more. I've emailed support twice in the past 7 days, and all I've received is the automated reply stating that my email is important to them and that I would receive a reply shortly. Well, apparently it's not important enough, as it's been close to a week and I still haven't received a response to my original email. All I'm asking is to delete a few movies from My VUDU library. Anyone else experiencing the same?
    Tags: customer service
    #2
    Re: VUDU's Customer Service Going Down Hill

    I wouldn't say support is bad, it's just slow. Perhaps they are swamped. However, that's no excuse. If they are so busy, they must have a lot of customers. If they have that many customers to support, they should be making enough money to hire some additional people. Heck, I would volunteer to telecommute to work for them for minimum wage just because I love vudu that much. That, and I could do it in between tickets at my real job. But I agree it does take a long time to delete titles from your account.

    Comment

      #3
      Re: VUDU's Customer Service Going Down Hill

      Originally posted by JJPlayer View Post
      I used to rave about how good VUDU's customer service was. In the past, whenever I emailed support, I would receive a response within 24 hours. Not any more. I've emailed support twice in the past 7 days, and all I've received is the automated reply stating that my email is important to them and that I would receive a reply shortly. Well, apparently it's not important enough, as it's been close to a week and I still haven't received a response to my original email. All I'm asking is to delete a few movies from My VUDU library. Anyone else experiencing the same?
      Yes, I opened up a case and was told they were really backed up and it might be 1-2 weeks before it was picked up out of the queue and assigned to somebody. I gave them two weeks, and when I called back they told me to give them another week. Well, I gave another TWO weeks and my case still sat in the queue unassigned. When I called back this time, they went up to the content department and got somebody to take care of it while I waited.

      I can't complain on the quality of service; every customer service rep who has helped me has been very professional, knowledgeable, and provided good customer service and support. However, in the 4+ weeks that it took from the time I opened my case to the time it was finally worked on (and not automatically; it was only because I had called), the support queue grew from 2000-3000, to 6000-7000 (and that was 3 weeks ago; who knows what it's up to now?). I was told that employees have been leaving, and that they were trying to hire more employees to backfill the vacancies, as well as adding more employees to cover the increased support caseload. I remember it was only a several months ago when cases would be typically be resolved in 1-3 days. So it seems something has been happening at Vudu support over the last few months that has seen their caseload to grow exponentially ...

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        #4
        Re: VUDU's Customer Service Going Down Hill

        We have NEVER thought much of VUDU's customer service. Sad thing is that seems to be the norm in their so-called industry. M-GO was terrible, CinemaNow is bad, and other streaming services like JetFlicks and Sling TV also are terrible.

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          #5
          Re: VUDU's Customer Service Going Down Hill

          I think the service is just booming now and that is all. Most people I talk to don't even know about VUDU yet. I have been using it for years, but still don't have many friends that use the service. However, in recent times more people I have talked to are using it, which will lead to more support needed. It took me 4 days to square away a purchase that my son made that I did not intend. It was about 20 hours for a reply email that was useless, and I never heard back after that. I called last night, and after 25 minutes it was completely resolved and the support employee was knowledgeable and polite.


          Extra note to this:
          One thing I have seen locally is the addition of a new cable provider in my city. If you pay extra to have TiVo whole home, the boxes have Vudu built in to them. This has sparked a few people I have talked to into being curious about what vudu is, and turning them into customers. I know that the TiVo app works MUCH better than one of my smart tvs. It is quick to start, doesn't lag, is two button clicks away from regular TV programming, and is very easy to use. It gets used a lot more often in my home now.

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            #6
            Re: VUDU's Customer Service Going Down Hill

            Originally posted by LuzRinggold View Post
            We have NEVER thought much of VUDU's customer service. Sad thing is that seems to be the norm in their so-called industry. M-GO was terrible, CinemaNow is bad, and other streaming services like JetFlicks and Sling TV also are terrible.
            Vudu has always been pretty quick on the few issues I have had. That being said don't get me started on Cinemanow. There handling of the Targetticket take over was horrible and I have tv seasons that are now trapped there. Essentially they have told me anything that is UV on their site after the change has to be repurchased from them for the UV rights instead of having them granted like Vudu does when a title becomes UV. They only have 1 movie I watch there and that is Teen Wolf. I will gladly repurchase here if it ever comes available again. I frankly hope one day they sell to Vudu.

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              #7
              Re: VUDU's Customer Service Going Down Hill

              Originally posted by gingerlover View Post
              Vudu has always been pretty quick on the few issues I have had. That being said don't get me started on Cinemanow.
              Not a big an of CN either but I will give them credit for having some movies you can home D2D that you can only take to Walmart using VUDU's D2D... Wish VUDU could get that resolved as I would rather do all of my collecting through them and not have to rely on other services.

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                #8
                Re: VUDU's Customer Service Going Down Hill

                Originally posted by PFloyd View Post
                Yes, I opened up a case and was told they were really backed up and it might be 1-2 weeks before it was picked up out of the queue and assigned to somebody. I gave them two weeks, and when I called back they told me to give them another week. Well, I gave another TWO weeks and my case still sat in the queue unassigned. When I called back this time, they went up to the content department and got somebody to take care of it while I waited.
                Thanks for your response. Can you tell me what this call-in number is that you speak of? I've searched everywhere and can't find a customer service number. Thanks!

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                  #9
                  Re: VUDU's Customer Service Going Down Hill

                  Originally posted by JJPlayer View Post
                  I used to rave about how good VUDU's customer service was. In the past, whenever I emailed support, I would receive a response within 24 hours. Not any more. I've emailed support twice in the past 7 days, and all I've received is the automated reply stating that my email is important to them and that I would receive a reply shortly. Well, apparently it's not important enough, as it's been close to a week and I still haven't received a response to my original email. All I'm asking is to delete a few movies from My VUDU library. Anyone else experiencing the same?
                  Incidentally, if the titles you want to delete from your library are ultraviolet, you can delete them yourself from the ultraviolet website. Be careful though because I believe it is irreversible.

                  Comment

                    #10
                    Re: VUDU's Customer Service Going Down Hill

                    Originally posted by JJPlayer View Post
                    Thanks for your response. Can you tell me what this call-in number is that you speak of? I've searched everywhere and can't find a customer service number. Thanks!
                    Sure, here you go: (888) 554-8838

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                      #11
                      Re: VUDU's Customer Service Going Down Hill

                      Originally posted by PFloyd View Post
                      Sure, here you go: (888) 554-8838
                      Thanks again! It's been over a week now, and still nothing. I'll give it another couple of days, and then try calling. It's a shame that they're not more concerned and focused on customer service related issues. Easiest way to lose customers. It may be time to start shopping around for another UV streaming site in which to store my library. I've already stopped buying any non-UV titles that I won't be able to bring with me.

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                        #12
                        Re: VUDU's Customer Service Going Down Hill

                        Originally posted by JJPlayer View Post
                        Thanks again! It's been over a week now, and still nothing. I'll give it another couple of days, and then try calling. It's a shame that they're not more concerned and focused on customer service related issues. Easiest way to lose customers. It may be time to start shopping around for another UV streaming site in which to store my library. I've already stopped buying any non-UV titles that I won't be able to bring with me.
                        The good news is that you will not have to shop around much. There aren't very many UV streaming sites. The bad news is that they all suck. In my opinion, even though Vudu has it's share of problems they are the best. Fandango (formally M-GO) is okay, but if you have a large collection like me you will not like how slow their service is when you try to access your UV library on their site. CinemaNow has been around as long as Vudu and their service is decent, but you have the same issues with Customer Service. They also didn't seem to have nearly as many titles available as Vudu, which is the main reason I stopped using them a few years back.

                        Comment

                          #13
                          Re: VUDU's Customer Service Going Down Hill

                          Originally posted by Zeke64 View Post
                          Incidentally, if the titles you want to delete from your library are ultraviolet, you can delete them yourself from the ultraviolet website. Be careful though because I believe it is irreversible.
                          Not with Vudu purchases or codes redeemed through Vudu. It will delete from your UV library and any services linked to UV, but not Vudu. Vudu can only remove Vudu purchased/redeemed titles from your Vudu library.

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                            #14
                            Re: VUDU's Customer Service Going Down Hill

                            Finally received an email response from customer support this morning. The requested titles were deleted from my library within an hour of responding to their email to reconfirm deletion. So, once they got to my ticket, everything was handled quickly and efficiently. All's well that ends well. But I still think that an increase in their customer support staff is in order.

                            Comment

                              #15
                              Re: VUDU's Customer Service Going Down Hill

                              Originally posted by JJPlayer View Post
                              Finally received an email response from customer support this morning. The requested titles were deleted from my library within an hour of responding to their email to reconfirm deletion. So, once they got to my ticket, everything was handled quickly and efficiently. All's well that ends well. But I still think that an increase in their customer support staff is in order.
                              I have a simliar request that's been waiting for almost 2 weeks. Hopefully, it will be looked at soon.

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