Is Vudu customer service usually this difficult?

[randian]

I had a UV HD code redeem in SD (Terminator 2). I've read here that many others have seen this problem too, so I sent them pics of the code sheet and BD case. The CSR responds with "Instawatch redeems in SD" and "I see nothing to indicate it redeems in HDX. Use D2D if you want HDX". Argh!

Apparently the big bold letters on the code sheet saying "Ultraviolet HD" really mean something else.

[steve_dave]

Did you tell the CSR you redeemed a code and did not use Instawatch?

[randian]

Originally Posted by steve_dave

Did you tell the CSR you redeemed a code and did not use Instawatch?

I did reply to point out that the code sheet was an Ultraviolet HD code and not Instawatch, but that was obvious the first time the CSR looked at it and concluded it was Instawatch.

[1blufan]

Call again tomorrow and get someone else. Like you said they should know that you used your UV slip from your picture.
You just got a bad rep unfortunately. For the most part I've never had any really bad experiences with them, they can just be a little slow in fixing issues.
Did you buy it from Walmart ? And if so did you redeem the Instawatch portion by savings catcher or some other way ?

[randian]

Originally Posted by 1blufan

Did you buy it from Walmart ? And if so did you redeem the Instawatch portion by savings catcher or some other way ?

No, I bought it from Amazon.

[1blufan]

Originally Posted by randian

No, I bought it from Amazon.

There you go, it will show on their end it wasn't from Instawatch. Call them again, if you run into the same issue ask politely for a supervisor.

[whipnet]

I've never had an InstaWatch redeem in SD. Always HDX from Blu-ray's.
However as stated above, this was a bad rep and was lost or looking at the wrong case.

*

[blurayfriend]

In a word, yes. They're rude and unpleasant over e-mail and torture you to death by needing endless pics that don't even matter. Try the phone number, they seem okay on there since they know they're talking to an actual human being.

[randian]

Originally Posted by blurayfriend

In a word, yes. They're rude and unpleasant over e-mail and torture you to death by needing endless pics that don't even matter. Try the phone number, they seem okay on there since they know they're talking to an actual human being.

I did talk to a CSR who said they were "escalating" it, but the escalation has been sitting idle for 6 days. You'd think this would be easy to fix.

[blurayfriend]

Originally Posted by randian

I did talk to a CSR who said they were "escalating" it, but the escalation has been sitting idle for 6 days. You'd think this would be easy to fix.

It's been idle for two months for me, so I think you can expect to keep waiting!

[scrapluv]

I've had a similar issue. And to be honest, I went to Flixster with the same issue, showed them the receipt and slip, and they fixed it the same day. If you dont mid going the Flixster route.

[randian]

Originally Posted by scrapluv

I've had a similar issue. And to be honest, I went to Flixster with the same issue, showed them the receipt and slip, and they fixed it the same day. If you dont mid going the Flixster route.

Thanks for the tip. I contacted Flixster and they pushed the movie in HDX to my account the same day. Vudu still hasn't done anything, not that they need to now. The only odd thing is there's a T2 Bundle title in SD in my Vudu account. Must be an artifact of how Vudu screwed up this title, because the individual movies in HDX also appear at Vudu.

[q-BUZZ-p]

Unfortunately randian, I have been given the SD version when I was applicable for the HDX version multiple times. I have been given the wrong version of films, theatrical when sheet clearly says unrated, and have even been given the wrong film all together, ordered The Mummy (1999) and was given the (1932) version. I have had reps give me the same answer you got of "Well, just use the code in your packaging", and I have had to explain to them that it defeats the whole purpose of the Instawatch promotion. I have learned when you talk to reps on the phone or type up your case to submit, it is best to be clear and give them an abundance of evidence, but don't be too wordy in your written response that it will confuse reps. I always give them a ton of photos. When they start trying to tell you something that isn't true, tell them that the packaging indicates ___ and be confident that you are right. The most frustrating thing is that when you open a case, the customer service team, usually tier 2 (I think), will take months to get back to you sometimes. I had one issue where they didn't fix the issue getting close to three months --it does help, if the are taking a while to get back to you, to call customer service and sometimes they will send a electronic note to get people to look at the issue. As for the rep telling you that Instawatch only redeems in SD, that is bogus. I had tier 2 reps (higher up in food chain) tell me that Instawatch experiences technical errors and you should get the HDX version as long as you buy a blu-ray from Walmart that is applicable from Walmart.

Now, it sounds like you are having more of a redemption issue than a Instawatch issue. Remember, Instawatch only works for items bought from Walmart, and, furthermore, not all titles they sell are Instawatch applicable.
As for Vudu's response to an issue when you redeem a code and don't get the right item; they usually always take the stance of it is an issue with the studio and not them, so contact the studio. They figure you got what the studio allowed, so there is nothing they can do--frustrating considering their site has technical glitches, so issues shouldn't be passed off as, essentially, "not their problem".

[BasiliskFang]

send flixster pic, they fix it