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NEW ONLINE IW TITLES BROKEN SINCE JUNE 28: In-Store IW Works. Online IW Does Not.

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    #31
    To be clear - "new" InstaWatch titles (either new release titles or old catalog titles) added to InstaWatch since June 28 ... do not work for online orders.

    Online ordering for titles added before June 28 (approximately) do still work. But any title added to InstaWatch after June 28 - not working (like the titles I've listed).

    If you order one of the titles I've listed via Walmart.com - you won't get an InstaWatch email. Nobody does. VUDU should fix the problem, not each ticket individually.

    If they would test purchase the titles online -

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      #32
      Let me add two more new titles that were added to InstaWatch after June 28 - which give IW in-store, but which do not work online:

      Master Z: Ip Man Legacy
      Attack on Titan: Season 3 Part 1

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        #33
        Don't know if Lionsgate's The Command is supposed to have instawatch or not but I didn't get any from ordering online though it seems past Lionsgate releases have instawatch..

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          #34
          Originally posted by bstrassburg View Post
          ... newer released movies have a fairly good track record of working both in store and online.
          This was true until about June 28. No new release titles are giving online InstaWatch. Some new release titles still work in-store, but no new release titles are working for online IW. No new title added as InstaWatch since June 28 is giving online IW.

          That is the issue we're trying to get VUDU to look into. They seem to ignore us - saying "its working" only because in-store works. Online does not.

          Example - another new title today ... ROCKETMAN - works in-store, but does not work online.

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            #35
            This whole process is frustrating. I order Batman Hush online, but I don't receive InstaWatch. So I cancel my online order and decide I will go and buy at the store. I go to the closest Walmart on Tuesday and they don't even have the movie yet Walmart.com says it is in stock.
            So on Wednesday I go to the closest Super Walmart and again Batman Hush isn't anywhere on the shelves even though the website says it is in stock. At this point I just decided not to buy this movie and if i do it won't be through Walmart.
            It's bad business to offer a broken feature like InstaWatch to loyal customers when they can't get it online and then can't even get it in stores. The worse part is between Walmart and Walmart owned Vudu no one will take ownership of InstaWatch and correct the the issues surrounding it.

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              #36
              I just bought the banana splits movie and didn?t get the instawatch email

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                #37
                Originally posted by Capt-Cupcake View Post
                I just bought the banana splits movie and didn?t get the instawatch email
                So I called in last night to ask about this and was told to give it 24 hours. Granted that was less than 24 hours ago but I've since been told that IW isn't working for online orders across the board so I was told by other Vudu users not to expect the email.

                Help would be appreciated!


                Reference number is 190813-001827 for Vudu support.

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                  #38
                  SHADOW (2019) is a new IW title that works in-store, but does not work online. Add it to the list of titles (above).

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                    #39
                    Originally posted by Rex Strother View Post

                    This was true until about June 28. No new release titles are giving online InstaWatch. Some new release titles still work in-store, but no new release titles are working for online IW. No new title added as InstaWatch since June 28 is giving online IW.

                    That is the issue we're trying to get VUDU to look into. They seem to ignore us - saying "its working" only because in-store works. Online does not.

                    Example - another new title today ... ROCKETMAN - works in-store, but does not work online.
                    At this point it may just be random. Shazam fails, Alita works.

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                      #40
                      Originally posted by dodekain

                      No it's not random.. online IW stopped working for new releases starting with Shazam
                      Alita came out after Shazam.

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                        #41
                        If the trouble isn't based on release dates, maybe it's based on when information was added or when discs became preorderable at Walmart. Perhaps a procedure changed after a certain date, or the person who pressed the magic "online" button quit and nobody remembered that task even existed anymore. (Losing institutional knowledge is a real thing.) Whatever the cause, it's almost certainly not random.

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                          #42
                          Did some posts disappear from this thread. I thought it was here that someone mentioned rescanning receipts. I asked if that works. I have a notification of a response but no thread associated to that response. I wondered if it was this thread.

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                            #43
                            FelipeF

                            FYI - this issue occurred before - when online IW purchases failed to deliver the IW codes (but in-store kept working)

                            This thread was about it - and after a couple weeks, the issue got fixed. Maybe someone could figure out what they did then, and do it again.

                            https://forum.vudu.com/forum/vudu/ge...ut-a-month-now

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                              #44
                              Originally posted by bestquality View Post
                              If the trouble isn't based on release dates ... [p]erhaps a procedure changed after a certain date, or the person who pressed the magic "online" button quit and nobody remembered that task existed anymore. (Losing institutional knowledge is a real thing.) Whatever the cause, it's almost certainly not random.
                              Definitely not random - it just seems to have been a particular date when new online IW being added by Vudu, failed to get the "online" IW button pressed (as you put it). Somewhere around 6/28 (that's when folks started noticing the issue) - any new IW added at Vudu-Walmart stopped worked online and still worked in-store.

                              Old online IW titles still work - but if the title was given IW rights after June 28 (ish), it only works in-store. Clearly there's some difference between the two or they'd both be working (in-store and online)

                              As in my post above - this issue came up before and got fixed back then (see link in post #45.)

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                                #45
                                Originally posted by Rex Strother View Post

                                Definitely not random - it just seems to have been a particular date when new online IW being added by Vudu, failed to get the "online" IW button pressed (as you put it). Somewhere around 6/28 (that's when folks started noticing the issue) - any new IW added at Vudu-Walmart stopped worked online and still worked in-store.

                                Old online IW titles still work - but if the title was given IW rights after June 28 (ish), it only works in-store. Clearly there's some difference between the two or they'd both be working (in-store and online)

                                As in my post above - this issue came up before and got fixed back then (see link in post #45.)
                                That doesn't explain why Shazam fails, but some titles released after Shazam work.

                                I'm wondering if this is a failure on the Walmart side to properly send the title information over to Vudu. If it is, everything may look fine on Vudu's side, and the only way to test would be for someone to attempt a purchase of every new title from Walmart.

                                Maybe we should start up a thread for "Instawatch works/doesn't work online for X titles." I wonder if that would help FelipeF and the team track down the root cause?

                                Ultimately, getting Instawatch working reliably is good for Vudu as it saves the company time and money in reduced customer support calls. Assuming Vudu has similar costs to other companies, a typical CS contact to resolve an Instawatch problem (requires phone contact with a Tier 1 agent to generate a ticket, Tier 1 agent has to validate ticket, then escalate to a Tier 3 agent, Tier 3 agent has to validate, and then manually add the titles to an account) is easily costing Vudu around $100 for each resolution.

                                Getting Instawatch to work "instantly" with no user intervention would be a cost saver overall.

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