Discounts Not Given/NOT GETTING ANY VUDU EMAILS

[DonnyP]

We do not send test E-mails.

Another thing to double check is to be sure "Updates on new releases, new features, and more." in your COMMUNICATION PREFERENCES in Account Settings is checked as well.

[Sandra]

Hello Sandra,


As I previously stated, I personally looked at your e-mail record in our system. Everything on our end is correct and I also refreshed your record as well. Beyond that, I would once again refer to your ISP to determine is there is potentially something they have not looked at. There is nothing abnormal on our platform's end that would prevent e-mail from hitting your inbox - once e-mails are sent out, we are unable to determine why it would not be delivered to your Inbox unless it is bounced back to us.

To be clear, "blacklisted" is a misnomer. Your e-mail address bounced back our e-mails too many times; when this occurs, as with many other systems, it puts the record as "Inactive/On Hold" because it cannot deliver an E-mail. This is assumed for various reasons - Inbox is full, Spam filtering, ISP issues etc. This is when we re-activated your e-mail as you asked us to look into it.

There are no filters per my ISP. Since the last incident, I have been diligent about deleting emails every day. So my inbox is not full. If I understand you correctly Donny, no emails have bounced back? I was wondering if you can send a test email? See if I get it. Thanks

[DonnyP]

Hello Sandra,


As I previously stated, I personally looked at your e-mail record in our system. Everything on our end is correct and I also refreshed your record as well. Beyond that, I would once again refer to your ISP to determine is there is potentially something they have not looked at. There is nothing abnormal on our platform's end that would prevent e-mail from hitting your inbox - once e-mails are sent out, we are unable to determine why it would not be delivered to your Inbox unless it is bounced back to us.

To be clear, "blacklisted" is a misnomer. Your e-mail address bounced back our e-mails too many times; when this occurs, as with many other systems, it puts the record as "Inactive/On Hold" because it cannot deliver an E-mail. This is assumed for various reasons - Inbox is full, Spam filtering, ISP issues etc. This is when we re-activated your e-mail as you asked us to look into it.

[Sandra]

Hi Sandra,

I've looked into this issue for you - you were, in fact, eligible on for the 12.19 Deal of the Day with Christmas Kiss. I checked my list of eligible users and you were ON that list and I do see an E-mail was deployed out to you in my records. Unfortunately, I cannot see why you would not have received that e-mail or anything recent as your record(that I personally checked) has nothing irregular or abnormal on it.

As far as the offers for 12.5 and 12.12:

12.5 - We checked and we could not find any Free movies streamed on this day. Without knowing what title you watched, it's possible you watched a free title that you already owned, thus not being eligible for the offer.

12.12 - You already owned "The Prince and Me" previous to this offer/Deal of the Day, so you were not eligible for this offer since it was stipulated you had to watch a Free title from the Hershey's Collection.


Felipe has gone ahead and applied a $5 credit to your account for the 12.19 Deal of the Day offer.

Thank you Donnie and Felipe for the credit. I really do appreciate.

We still have an email issue. I understand that you emailed me the credit Donnie but I didn't receive your email or any emails since I requested support. As I stated, I had a professional who is an expert regarding email look at my email. I work for the company that provides my email service, so this person is a co-worker who advised there is nothing wrong on our end. I was advised the problem is on Vudu's end. This email issue happened just a few months ago and the issue was on Vudu's end.

I would like this issue resolved. I can't continue to spend money on a service I can't communicate with through email. I've been communicating with your service with the same email address for 7 years and I've had the email address since 2002. I never had a problem until your company blacklisted my email a few months ago. They said it was fixed. It is not fixed.

Just to let you know I just finished watching "The Deal of the Day" for today January 2nd from the "New This Month Collection". I viewed the FREE movie "Risky Business" of which I don't own from my Roku Ultra. I should be getting a 20 percent discount.

Sandra

[DonnyP]

Hi Sandra,

I've looked into this issue for you - you were, in fact, eligible on for the 12.19 Deal of the Day with Christmas Kiss. I checked my list of eligible users and you were ON that list and I do see an E-mail was deployed out to you in my records. Unfortunately, I cannot see why you would not have received that e-mail or anything recent as your record(that I personally checked) has nothing irregular or abnormal on it.

As far as the offers for 12.5 and 12.12:

12.5 - We checked and we could not find any Free movies streamed on this day. Without knowing what title you watched, it's possible you watched a free title that you already owned, thus not being eligible for the offer.

12.12 - You already owned "The Prince and Me" previous to this offer/Deal of the Day, so you were not eligible for this offer since it was stipulated you had to watch a Free title from the Hershey's Collection.


Felipe has gone ahead and applied a $5 credit to your account for the 12.19 Deal of the Day offer.

[DonnyP]

Can you look at mine as well

PM me your E-mail address that's on your Vudu account.



Sandra,

We are looking into this.

[Sandra]

I'm not going away until you people resolve the problem with my email and issue the credits promised. Besides Bizzy, I'm willing to bet there are others who are affected by whatever has been going on for the last 3 or 4 months with Vudu's promised promotions and emails. Like I said in my above post. This has happened before not that long ago and it was Vudu's fault. I receive emails from every other provider I deal with regularly. Including Paypal who faithfully sends me an email promptly after I make a purchase from Vudu. But still no confirmation or thank you emails from Vudu regarding the numerous purchases I have made since this issue started.

Donny, I'm not frustrated, I'm fed up with the poor service I've been receiving. This place has declined. I've been around long enough to know. And I'm not an amateur.

[Bizzy]

Hi Sandra,

Code disbursement e-mails are sent the same way as your purchase confirmations. I've checked your account and I see you have been receiving and opening e-mails as recently as 12/17/18. I would recommend, if you haven't already, to whitelist our email/domain with your ISP or E-mail provider to ensure no issues can arise. Your account, as Felipe said, is Active and should be receiving e-mails as normal.

Additionally, I have checked the list of eligible users for the promotions you've mentioned - the Deal of the Day Offer for 12.5 and 12.19 - and I do not see you on them. Can you tell me what titles you watched on those dates? I can look into this if I know what eligible title you may have watched.

Can you look at mine as well

[Bizzy]

I never got the last $2 credit, nor did I get the 10% off from this past Tuesday. Not only did I watch one of the TV shows, I watched 3. I should have 100% gotten my 10% off code?..and yes, I've checked the spam / trash folders.

[Sandra]

Hi Sandra,

We understand your frustrations and we are researching this issue for you. Can you tell us which of your devices you streamed these titles on, if you recall? The more information we have, the more we can narrow this down and see what happened.

Hi Don,

I watched all the movies from my Roku Ultra. MODEL NUMBER: 4640X SERIAL NUMBER: YP001H847379 SOFTWARE VERSION: 9.0.0 BUILD: 4094-29

Just to let you know, I am still not receiving emails. I pre-ordered the new "Halloween" movie around 6pm yesterday, December 27th. I never received an email stating I pre-ordered the movie. Never received an email stating my purchase completed for the pre-order. And on 12-26 I ordered 5 Twilight movies and the 1978 version of Halloween, no emails confirming those purchases.


I spoke with one of the supervisors from our tech support regarding internet and email. There is nothing filtered or blocked on our end or in my personal email account. My company is familiar with Vudu's service and there is nothing going on with me or other Vudu customers who use our email service. The email issue has to be coming from Vudu's end. As I said, this has happened before in the last 3 months or so. It was on Vudu's end. Vudu is the only service for which I am not receiving emails. Nothing like this has ever happened before in the 7 years I've been around until the last few months.


Also, I wanted to add I did receive an email when I put in the ticket for support from Vudu Support. But nothing from marketing like promotion codes, offers or purchase information etc. is getting through.


Thanks so much. Sandra

[DonnyP]

Hi Sandra,

We understand your frustrations and we are researching this issue for you. Can you tell us which of your devices you streamed these titles on, if you recall? The more information we have, the more we can narrow this down and see what happened.

[Sandra]

Hi Sandra,

Code disbursement e-mails are sent the same way as your purchase confirmations. I've checked your account and I see you have been receiving and opening e-mails as recently as 12/17/18. I would recommend, if you haven't already, to whitelist our email/domain with your ISP or E-mail provider to ensure no issues can arise. Your account, as Felipe said, is Active and should be receiving e-mails as normal.

Additionally, I have checked the list of eligible users for the promotions you've mentioned - the Deal of the Day Offer for 12.5 and 12.19 - and I do not see you on them. Can you tell me what titles you watched on those dates? I can look into this if I know what eligible title you may have watched.

As I stated in the previous message, I stopped receiving emails after I posted this thread on 12-20. This was posted 12-19. Last email was from Vudu Movies and TV, subject, "Make movies family friendly instantly". Nothing since then. I have purchased numerous movies since 12-20 and have not received "thank you for your purchase" emails either.



On the12-12 Deal of the Day, I watched the movie "The Prince and Me"

from the Hershey Holiday Kisses Collection to get a 25 percent off discount on my next purchase/rental. I never received the email with the discount code.

The12-5 promotion advised to watch a movie from "NEW THIS WEEK" and receive a 2.00 off credit. I don't remember the movie I watched.

On the12-19 Deal of the Dayfrom the Santa Claus is Coming to Town Collection, I watched the movie "A Cinderella Christmas"and never received an email with the code for the 2.00 off credit.

The list is wrong. Especially regarding 12-12 and 12-19. Remembering back to 12-5 is a bit difficult because I watch numerous movies from Vudu's service. I can assure you I watched the promotions I'm speaking of and have not received the emails with the discount codes. I have no reason to lie or try and get credit I don't deserve. I've been with this service for almost 7 years and have spent thousands of dollars (949+ MOVIES purchased)


I don't enjoy jumping through hoops to get 4.00 and a 25 percent off discount. Especially being a loyal, long time customer who has spent thousands in the last 7 years. If it was me handling this situation, the credit would already be on the customer's account. This was an easy one where customer service is concerned.



I will get with one of our technical service people (at my place of employment) regarding my email. I work as a troubleshooter for a cable company. I have internet/email with my company. I've had the same email address for many years, so I'm concerned about not receiving emails from Vudu. This has happened before a few months ago (same issue) it was on Vudu's end.



Thanks so much for responding. Sandra

[Sandra]

reply below

[DonnyP]

Hi Sandra,

Code disbursement e-mails are sent the same way as your purchase confirmations. I've checked your account and I see you have been receiving and opening e-mails as recently as 12/17/18. I would recommend, if you haven't already, to whitelist our email/domain with your ISP or E-mail provider to ensure no issues can arise. Your account, as Felipe said, is Active and should be receiving e-mails as normal.

Additionally, I have checked the list of eligible users for the promotions you've mentioned - the Deal of the Day Offer for 12.5 and 12.19 - and I do not see you on them. Can you tell me what titles you watched on those dates? I can look into this if I know what eligible title you may have watched.

[Sandra]

I had someone check your email address with our database. Your email is "active", no issues from our end. Must be something going on with your ISP or some kind of filtering going on.

Are the emails sent with a different address when Vudu is sending a discount code? Or when Vudu sends a, "thank you for your purchase email". I was receiving emails until I posted this thread. Haven't since then. So what I'm saying is, what happened after I posted this to the forum? Did something change with how Vudu sends emails like address etc? I was receiving emails before I posted this to the forum on December 19. I was getting "thank you for your purchase emails and others, just not emails that contain codes for a credit or a discount. The more info I have the better, I work for my internet provider, will check with tech support.