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Vudu Support is not able to understand my issue...

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    #1

    Vudu Support is not able to understand my issue...

    The Issue I reported is...

    The movie "Masters of the Universe" has disappeared from my Vudu library. It is still there in my UV library. The movies was acquired on 03/22/2016.

    I have already tried unlinking/re-linking my Vudu and UV accounts. This did not help. Last time I had this issue it required help from Tier-3 support.

    UV support is no help as they always direct me back to Vudu support.

    Please help!!!
    - Vudu Support Responded by telling me that they tried unsuccessfully to refresh my library and that I should contact UV Support

    - I submit issue to UV support - They in turn refer me back to Vudu support (Just as I had originally mentioned)

    - I update my case at Vudu support with what UV support suggested

    - Vudu support responds and basically tells me "We advise you to try unlinking and relinking"

    - I update case informing them that I have done that multiple times and Vudu support needs to work with UV support to resolve the issue or pass case to Tier-3 support

    - Vudu support responds with "I apologize for the inconvenience, but the reason that you are not seeing Master of the Universe in your UltraViolet account and other linked service libraries is because the title is not UltraViolet compatible." and goes on to explain how I can tell if a title is UV - Keep in mind that I have been collecting movies for several years

    - I update case explaining that it was UV at the time I acquired the movie and that an existing movie should not disappear even if it loses UV eligibility. I ask them to check with their content management team to confirm and again request case be passed to higher tier support

    - Vudu responds with "I am sorry to hear that we don?t currently offer the title you were looking for." . They change the case from a Issue to Feature Request (What the...?) and they just in future I should use the feedback feature to request a title to be added.

    - I update case explaining that it not a feature request and it is an actual issue that i'm reporting that needs to be fixed

    ...And that is where we are today.
    Tags: None
    #2
    I'll take a look and see what's going on for you.

    Comment

      #3
      I view the forums a lot, but don't usually interact, but with this I had to, only because I own the movie on Vudu and it has NOT disappeared from my page yet (and there'll be heck to pay if it does--sorry, but I love this movie). Attached is what I see when I view it on my collection. I see that Felipe is a big help on the forums, so you might see if he can help as well. It is UV enabled, and though you cannot purchase it now, if you did before, it should stay on your collection (and one of the screenshots show it to be UV). Good luck, and reach out if you still have issues (mostly so that I can try to ensure it stays in my collection).
      Attached Files

      Comment

        #4
        Man, FelipeF, you are on top of it. Kudos!

        Comment

          #5
          Originally posted by jediwizard79 View Post
          I view the forums a lot, but don't usually interact, but with this I had to, only because I own the movie on Vudu and it has NOT disappeared from my page yet (and there'll be heck to pay if it does--sorry, but I love this movie). Attached is what I see when I view it on my collection. I see that Felipe is a big help on the forums, so you might see if he can help as well. It is UV enabled, and though you cannot purchase it now, if you did before, it should stay on your collection (and one of the screenshots show it to be UV). Good luck, and reach out if you still have issues (mostly so that I can try to ensure it stays in my collection).
          I'm not able to see your attachments. Can you PM me your email with Vudu and the movie in question.

          Comment

            #6
            Originally posted by FelipeF View Post
            I'll take a look and see what's going on for you.
            Thank you!!! I have PM'd you the support case/ticket#

            Also, thank you jediwizard79 for providing those screenshots

            Comment

              #7
              You are most welcome!

              Comment

                #8
                jbloggs I don't see Masters of the Universe ever being on your account. Is this a movie that being shared by another account linked to your UV account? Do you know their email on Vudu?

                Comment

                  #9
                  Originally posted by FelipeF View Post
                  jbloggs I don't see Masters of the Universe ever being on your account. Is this a movie that being shared by another account linked to your UV account? Do you know their email on Vudu?
                  It is possible that it was acquired by one of the shared accounts to UV. I would need to ask the people that are connected to UV to see which one it is, or it could have been one I shared with a long time ago is no longer part of the share, but the Movie is in my UV account and I know it was in my Vudu account.

                  Comment

                    #10
                    If the original rights owner no longer owns this movie or have unlinked from your UV account then the UV rights get revoked,

                    Comment

                      #11
                      Originally posted by FelipeF View Post
                      If the original rights owner no longer owns this movie or have unlinked from your UV account then the UV rights get revoked,
                      That is not quiet accurate according to UV. What UV had informed me a while back was that if a Vudu user disconnects from the UV account, their Vudu account will only retain movies they have purchased/redeemed, all other movies will be removed. Th UV account (locker) will retain all movie licenses that the user had purchased/redeemed while they were still connected and will remain available to all Vudu shared accounts while connected to UV.

                      In anycase, I checked with one of the family members sharing the UV account they still have "Masters of the Universe" in their account. As previously mentioned, the movie is in the UV account.

                      Comment

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