Vudu Support

[gpete]

Hello,
So I asked support about some movies that I show as having a UHD purchase but I see HDX when I look at them in my library. I got this back. Is this normal? Seems like a lot of info for them to just correct some issues on there end.

Thank you for contacting Fandango at Home Customer Care.

I will be more than happy to assist you with this situation.

For us to conduct a complete investigation please provide us with the following information to verify and proceed with further assisting you :
1. Your first and last name
2. The last 3 Purchases done on your Fandango at Home account
3. The last 4 digits of the credit card on file.
4. The email address associated with the account
Thank you,
Fandango at Home Customer Service

[steve_dave]

Originally Posted by gpete

Hello,
So I asked support about some movies that I show as having a UHD purchase but I see HDX when I look at them in my library. I got this back. Is this normal? Seems like a lot of info for them to just correct some issues on there end.

Thank you for contacting Fandango at Home Customer Care.

I will be more than happy to assist you with this situation.

For us to conduct a complete investigation please provide us with the following information to verify and proceed with further assisting you :
1. Your first and last name
2. The last 3 Purchases done on your Fandango at Home account
3. The last 4 digits of the credit card on file.
4. The email address associated with the account
Thank you,
Fandango at Home Customer Service

They just want to verify that you rightfully own the account you are asking about. You can also call them and see if that cuts down on the questions.

By chance, what titles and how did you acquire them?

[Undeadcow]

Originally Posted by gpete

Hello,
So I asked support about some movies that I show as having a UHD purchase but I see HDX when I look at them in my library. I got this back. Is this normal? Seems like a lot of info for them to just correct some issues on there end.

Your inquiry in general is probably a dead end; you get the quality you purchased no matter if a higher quality is available. There a range of titles listed as UHD for streaming but only sold in HD (so you can't own UHD, unless it ports in through MA or migrated from FandangoNow). Vudu sells titles based on quality so if you buy HD you may have to rebuy UHD (upgrades are not automatic, but sometimes a title will randomly upgrade for free). You get the quality you buy or redeem, nothing more even if a higher quality is available later; you can check in Vudu under My Account and Purchase history to confirm what quality you bought or redeemed.

It's usually best not to contact Vudu on this because they have a habit of taking miserable unhelpful steps like wholesale downgrading the title for everyone who obtained it (removing HD entirely for example if a title only streams in SD, which might seem moot but it messes with people's digital 'rights').

[gpete]

Originally Posted by steve_dave

They just want to verify that you rightfully own the account you are asking about. You can also call them and see if that cuts down on the questions.

By chance, what titles and how did you acquire them?

So I'm not sure if it's from the Vudu / Fandango merge but I have movies like Atomic Blonde, Van Helsing, Hidden figures and others that show both an HDX and a UHD purchase in my purchases but if I just search the movies they are showing up as HDX even though there is UHD available.

[Undeadcow]

Originally Posted by gpete

So I'm not sure if it's from the Vudu / Fandango merge but I have movies like Atomic Blonde, Van Helsing, Hidden figures and others that show both an HDX and a UHD purchase in my purchases but if I just search the movies they are showing up as HDX even though there is UHD available.

This means you only ever had these titles in HD. The titles you listed are readily available in UHD (I have them in F@H in 4K); so you only redeemed/purchases rights in high definition so need to rebuy or redeem a code to upgrade.

[gpete]

Originally Posted by Undeadcow

This means you only ever had these titles in HD. The titles you listed are readily available in UHD (I have them in F@H in 4K); so you only redeemed/purchases rights in high definition so need to rebuy or redeem a code to upgrade.

So why does it show this in my purchases for both movies I can see in UHD, like King Kong and some that I can only see HDX like below. Makes no sense.

02/11/2017
The Huntsman: Winter's War (Extended Version)
Purchased HDX
$0.00
02/11/2017
The Huntsman: Winter's War (Extended Version)
Purchased 4K UHD
$0.00

[unsung122212]

Originally Posted by gpete

So why does it show this in my purchases for both movies I can see in UHD, like King Kong and some that I can only see HDX like below. Makes no sense.

02/11/2017
The Huntsman: Winter's War (Extended Version)
Purchased HDX
$0.00
02/11/2017
The Huntsman: Winter's War (Extended Version)
Purchased 4K UHD
$0.00

That doesn’t mean you directly bought them from Vudu/FAH. It just means that you either redeemed a code or was an import (either from MA or UV). You may want to check MA and see what quality you have as well as checking your MA transaction history for any refund that could have been processed. Also, where did you redeem the code (in Vudu/FN or iTunes)? I know there were issues when MA launched as well when iTunes first started selling 4K where the 4K upgrades had ported out to MA. When it was fixed, refunds were sent out to remove them.

[Bluzarro]

I entered a Vudu gift card and still have the balance on my account. I see on the balance page there is a button that says "remove" there. If I do that can I than give the money to someone else by giving them the card number or will hitting remove delete the money all together?

[Undeadcow]

Originally Posted by Bluzarro

I entered a Vudu gift card and still have the balance on my account. I see on the balance page there is a button that says "remove" there. If I do that can I than give the money to someone else by giving them the card number or will hitting remove delete the money all together?

It just removed the gift card from your account rather than deleting any money.

[Bluzarro]

Originally Posted by Undeadcow

It just removed the gift card from your account rather than deleting any money.

Thank you. So I can give the money to someone else just by giving the card code after removing?

[hbomb450]

Originally Posted by gpete

For us to conduct a complete investigation please provide us with the following information to verify and proceed with further assisting you :
1. Your first and last name
2. The last 3 Purchases done on your Fandango at Home account
3. The last 4 digits of the credit card on file.
4. The email address associated with the account
Thank you,
Fandango at Home Customer Service

Ever since Fandango took over, their customer support has been sub-par. I've emailed them multiple times to delete single movies (so I don't have doubles after buying bundles). When I used to call them before Fandango, they would do it over the phone with me fairly quickly. Now they want me to email them the answers to the above questions then never get back to me or never complete my request