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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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Title redeems wrong...keep getting told to take different steps

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    #1

    Title redeems wrong...keep getting told to take different steps

    So I bought the bluray for Terminator 2 Judgement Day...when I went to redeem the digital copy on Vudu, it redeemed to SD. The redemption slip stated Digital HD.

    So....I called customer care....

    The agent told me that on his end the code showed that it was indeed supposed to redeem as HDX, and that if I could send him a scan of the slip with that code on it he would take care of it. I said I wasn't sure if I had it still or if I had thrown it away, and he said a copy of the blu ray case showing it came with UV copy would suffice if I didn't have the code slip.

    As it turned out, I still had the slip..so I sent it over.

    I get a response from them that, check this out, that "Digital HD" on the slip doesn't have anything to do with the definition of the movie.....just that it's a digital copy and that even dvds say Digital HD. I called back and told someone about that, explaining to them that Digital HD is absolutely talking about the definition and only comes with blu ray...that dvds come with a slip saying "Digital Ultraviolet".

    So even then, despite me providing the proof I was initially asked to provide, I am STILL being told I have to go back home and do yet one more step...scan the dvd case itself to prove the code came from a blu ray. What????????

    Are you kidding me? Digital HD means HD! Not SD!

    I provided the slip, with the code on it that I used, and with the slip showing "DIGITAL HD", and that STILL isn't good enough?

    This is ridiculous.
    Tags: None
    #2
    Re: Title redeems wrong...keep getting told to take different steps

    This is the EXACT response from them concerning what Digital HD means..

    "Unfortunately, when you purchase a DVD, the digital copies will always be in SD. HDX copies are typically only available when purchasing a blu-ray. The "Digital HD" that you see on your redemption slip is an advertisement indicating that this slip is for a digital copy, and does not indicate which definition of the movie you will receive."


    DVDs come with a slip showing Digital Ultraviolet, btw...not Digital HD. ONLY blu rays come with that

    Comment

      #3
      Re: Title redeems wrong...keep getting told to take different steps

      Sad

      Comment

        #4
        Re: Title redeems wrong...keep getting told to take different steps

        There isn't any true correlation between the disc type and digital copy definition. The studio merely chooses what to provide. In fact, many Fox releases recently do have HD codes for DVD. (And a lot of early UV codes for Blu-rays gave SD.) So really, the only thing that matters in this case is whether it explicitly says HD. Not sure why the dude handling your ticket is having such a hard time with this.

        Comment

          #5
          Re: Title redeems wrong...keep getting told to take different steps

          Originally posted by lostinva View Post
          There isn't any true correlation between the disc type and digital copy definition. The studio merely chooses what to provide. In fact, many Fox releases recently do have HD codes for DVD. (And a lot of early UV codes for Blu-rays gave SD.) So really, the only thing that matters in this case is whether it explicitly says HD. Not sure why the dude handling your ticket is having such a hard time with this.

          I didn't realize some dvds were coming with HD codes. That's good to know, thanks.

          It definitely makes the way they are handling it even more frustrating

          Comment

            #6
            Re: Title redeems wrong...keep getting told to take different steps

            Originally posted by stryperrocks67 View Post
            I didn't realize some dvds were coming with HD codes. That's good to know, thanks.

            It definitely makes the way they are handling it even more frustrating
            what i would do is call the studio directly. usually the slip has a website or phone number for issues try them you may have better luck

            Comment

              #7
              Re: Title redeems wrong...keep getting told to take different steps

              Originally posted by danglin709 View Post
              what i would do is call the studio directly. usually the slip has a website or phone number for issues try them you may have better luck

              That's good advice, thanks. If they don't have it resolved by the end of the day I will do that. I did email them the pictures of the blu ray case, too.

              Comment

                #8
                Re: Title redeems wrong...keep getting told to take different steps

                Here is how it works.

                1) The Forum moderators here are highly trained in the ins and outs of redemption, formats, and accounts.

                2)The people who answer the phones or work at Walmart are reading from scripts and there is a good chance they don't know the difference between digital movies and discs.

                Now #2 above holds true for most online help. If somebody is highly trained they actually get put to work. The main purpose of the people on the phone is so that customers who are clueless have somebody to yell at. If they can help you it's all well and good but their actual job is to put up with idiots.

                As for #1 maybe we have just gotten lucky or maybe it's people who volunteer based on their love of the format. Either way it's great. But complaining here is the correct first step to actually getting the problem solved.

                Comment

                  #9
                  Re: Title redeems wrong...keep getting told to take different steps

                  Originally posted by lostinva View Post
                  There isn't any true correlation between the disc type and digital copy definition. The studio merely chooses what to provide. In fact, many Fox releases recently do have HD codes for DVD. (And a lot of early UV codes for Blu-rays gave SD.) So really, the only thing that matters in this case is whether it explicitly says HD. Not sure why the dude handling your ticket is having such a hard time with this.

                  Do you want to hear something funny?

                  This is the support staff's (2 different agents) response....
                  That the studio uses the same Digital HD slip for all their movies whether it is a dvd or a bluray, and that even if it says HD that if it came with a dvd it will redeem only in sd.

                  I explained to them both that there IS indeed a different slip for SD digital copies that says JUST "Digital Ultraviolet" and doesn't mention HD at all. I told them to search "SD and Ultraviolet" on eBay and they will see tons of slips for SD versions that say just "Digital Ultraviolet".

                  So if someone does buy a DVD that comes with a HD code redemption, it sounds like Vudu is going to give you a hard time over it.

                  Comment

                    #10
                    Re: Title redeems wrong...keep getting told to take different steps

                    And still no HDX copy.....

                    Comment

                      #11
                      Re: Title redeems wrong...keep getting told to take different steps

                      They just took care of it

                      Thank you

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