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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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Fandango at Home Forum Guidelines

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.

Please post all comments in English. When posting a comment in the Fandango at Home Forums, please conduct yourself in a respectful and civil manner. While we respect that you may feel strongly about an issue, please leave room for discussion.

Fandango at Home reserves the right to refrain from posting and/or to remove user comments, including comments that contain any of the following:

1. Obscenities, defamatory language, discriminatory language, or other language not suitable for a public forum
2. Email addresses, phone numbers, links to websites, physical addresses or other forms of contact information
3. "Spam" content, references to other products, advertisements, or other offers
4. Spiteful or inflammatory comments about other users or their comments
5. Comments that may potentially violate the DMCA or any other applicable laws
6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

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Fandango at Home will be entitled to use, reproduce, disclose, modify, adapt, create derivative works from, publish, display and distribute any Comments you submit for any purpose whatsoever, without restriction and without compensating you in any way. Fandango at Home is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay to users any compensation for any Comments; or (3) to respond to any user Comments. You agree that any Comments submitted by you to the Site will not violate the terms in this Terms of Use or any right of any third party, including without limitation, copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to this Site will be or contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam."

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2. Email addresses, phone numbers, links to websites, physical addresses or other forms of contact information
3. "Spam" content, references to other products, advertisements, or other offers
4. Spiteful or inflammatory comments about other users or their comments
5. Comments that may potentially violate the DMCA or any other applicable laws
6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

Terms of Use - User Comments, Feedback, Reviews, Submissions

For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
Fandango at Home will be entitled to use, reproduce, disclose, modify, adapt, create derivative works from, publish, display and distribute any Comments you submit for any purpose whatsoever, without restriction and without compensating you in any way. Fandango at Home is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay to users any compensation for any Comments; or (3) to respond to any user Comments. You agree that any Comments submitted by you to the Site will not violate the terms in this Terms of Use or any right of any third party, including without limitation, copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to this Site will be or contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam."

You grant Fandango at Home the right to use the name that you submit in connection with any Comments. You agree not to use a false email address, impersonate any person or entity, otherwise mislead as to the origin of any Comments you submit. You are, and shall remain, solely responsible for the content of any Comments you make and you agree to indemnify Fandango at Home for all claims resulting from any Comments you submit. Fandango at Home takes no responsibility and assumes no liability for any Comments submitted by you or any third-party.
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How long for customer service response?

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    #91
    Re: How long for customer service response?

    I have Reference # 161130-000741 and # 161128-000198.

    Even https://www.myuv.com/ had better Customer Service. They replied in a few mins, I had kept emailing back and forth from customer support there until everything was resolved.

    I wonder how long they will revamp customer support about this?

    FelipeF, please help me out since no one has responded to my email replies. Thank you.

    Comment

      #92
      Re: How long for customer service response?

      Originally posted by LLOYID View Post
      I have Reference # 161130-000741 and # 161128-000198.

      Even https://www.myuv.com/ had better Customer Service. They replied in a few mins, I had kept emailing back and forth from customer support there until everything was resolved.

      I wonder how long they will revamp customer support about this?

      FelipeF, please help me out since no one has responded to my email replies. Thank you.
      Looks like one of your cases was responded to already. I responded to the other one.

      Comment

        #93
        Re: How long for customer service response?

        Originally posted by FelipeF View Post
        Looks like one of your cases was responded to already. I responded to the other one.
        Care to help me?

        161125-000010 is the ref number. I called support, the agent said all I needed was a picture of my UV slip, which I had sent in that day. Week or two later a reply email saying I need to send in a picture of my Blu-ray case? How do I take a picture of something that was given as a gift? That's beyond crazy.

        Comment

          #94
          Re: How long for customer service response?

          Originally posted by Wasteland View Post
          Care to help me?

          161125-000010 is the ref number. I called support, the agent said all I needed was a picture of my UV slip, which I had sent in that day. Week or two later a reply email saying I need to send in a picture of my Blu-ray case? How do I take a picture of something that was given as a gift? That's beyond crazy.
          Check your email.

          Comment

            #95
            Re: How long for customer service response?

            THANK YOU VERY MUCH!!

            Comment

              #96
              Re: How long for customer service response?

              My tickets have now been looked at.

              Thank you!

              Comment

                #97
                Re: How long for customer service response?

                What is everyones issue?
                If it has to do with codes/Instawatch titles, you do realize that once they get the photos requested that they need to send it to the promotional department, who then has to contact the studio that released the code, who then have to look over the photos that you sent in (God forbid they are blurry). From there, the studios have to verify that the TC/UPC numbers match the copies authorized for the Digital Copy, who then reach out to THEIR promotional department to authorize getting you a code. So while all you guys think that it's as simple as "Adding a movie to my account" NEED to realize that VUDU is really just a redemption/playback site. They sell what they are authorized to sell, and have no absolute right to realize any license for a movie without proper authorization. All this self entitlement I am reading is crazy..."Call everyday" "They don't care about their customers". Have you ever thought that they are actually busy? And the solution "Just hire more people" DURING A HOLIDAY SEASON makes absolutely no sense on a technical aspect, and that resolution would only work if they were dealing with retail. I can only imagine them picking up people off the street and giving them a crash course of how movie licenses/digital copy transferring/Network Trouble Shooting within 1 week to help with a customer that is simply impatient, and doesn't understand process. Not to mention their customer support is 7-days a week. While their promotional department, account department, and content department are only in mon-fri. SO while you're badgering a call center about God knows what, remember that they aren't making this process harder, you are.

                Comment

                  #98
                  Re: How long for customer service response?

                  Condor, when we can get Flixster to fix the same issues within minutes in one chat session or in one or two days from a support ticket but it takes weeks for Vudu to do the same thing, people get a little anxious about it.

                  Flixster doesn't seem to need any of the excuses you listed. And without a three-step proof verification process where each step takes weeks. And it's not like this is a holiday issue. This is a year round issue.

                  Luckily we have FilipeF here who could teach most of the support team a few things.

                  Comment

                    #99
                    Re: How long for customer service response?

                    By the way, the kind of "entitlement" you are criticizing is when people feel like they deserve something for nothing. But when we pay for something, it's reasonable to expect to get what we paid for without a three week, three-hoop headache.

                    Comment

                      #100
                      Re: How long for customer service response?

                      FelipeF, when you get time can you look at my latest ticket? It's been 3 days and have yet to receive one email from customer service. The ref# is 170110-000021. Thanks.

                      Comment

                        #101
                        Re: How long for customer service response?

                        Originally posted by RogerJ View Post
                        By the way, the kind of "entitlement" you are criticizing is when people feel like they deserve something for nothing. But when we pay for something, it's reasonable to expect to get what we paid for without a three week, three-hoop headache.
                        Three weeks I wish!!!! I'm going on six weeks 15 emails spoken with ten agents (who all don't apparently read emails because I get asked the same questions time and time again when it was clearly explained in the first email. My case has been sent to escalation twice ( the same case number mind you ) pictures sent, screen shots sent all because Vudu screwed up by cancelling my pre order without permission but yet it's my fault because I asked a simple question about why my credit card would be charged when I used a validation slip to preorder a movie. The emails I get are just making me want to bang my head up against a table when they keep asking me the same questions over and over again. I think I responded one time with that I couldn't make what happened any easier if I used crayons and a big piece of white paper but sure enough the next email wanted me to explain it again.

                        I wish it was a just a three week three hoop hassle. I've never seen a company screw over a loyal customer so much and then make that customer jump thru hoops for their mistake.

                        Comment

                          #102
                          Re: How long for customer service response?

                          I sent my issue on the 11th, a week ago, and I haven't even received a confirmation email.

                          I ordered Slow West, and instead my inventory shows a copy of Gone Baby Gone ... which I have NEVER ordered.

                          Any ideas on how I should proceed?

                          Comment

                            #103
                            Re: How long for customer service response?

                            Originally posted by crowsheperd View Post
                            I sent my issue on the 11th, a week ago, and I haven't even received a confirmation email.

                            I ordered Slow West, and instead my inventory shows a copy of Gone Baby Gone ... which I have NEVER ordered.

                            Any ideas on how I should proceed?
                            It looks like you mistakenly purchased Gone Baby Gone. I can see that you attempted to purchase Slow West a couple of times but backed out. Since this purchase was made on an XBOX, you will need to contact the folks at XBOX Live and ask for the refund through them.

                            Comment

                              #104
                              Re: How long for customer service response?

                              Originally posted by FelipeF View Post
                              It looks like you mistakenly purchased Gone Baby Gone. I can see that you attempted to purchase Slow West a couple of times but backed out. Since this purchase was made on an XBOX, you will need to contact the folks at XBOX Live and ask for the refund through them.
                              I'm sorry, but that is incorrect.

                              If you take a look at my account, you'll see I've both been a member for over a year and have over 230 films in my collection before this incident. I did not spontaneously forget how to purchase, nor was "Gone Baby Gone" anywhere on the screen with "Slow West".

                              Blame me if you like, but this was a system error.

                              Comment

                                #105
                                Re: How long for customer service response?

                                FelipeF, can you please check on the status of my ticket? 170110-000021 It's been almost 10 days, and haven't received a reply in about 5 days. Thanks.

                                Comment

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