Parental Controls failed

[pizzadave80]

Hello vudu community,
I am a hair upset with the vudu support as they don't want to do any actual support. My son bought Star Wars: The Force Awakens on Sunday on his Roku 2. I thought it was odd to start, because I have the parental controls set up to block all watching and buying. I always have to enter a code for him to use his roku to prevent him from watching stuff I can't monitor or buying something I don't want. It is pretty obvious that this purchase was not intended, as there is already a digital copy of that same movie that was added to my library 2 weeks ago when I used the digital copy I had with my blu ray version. However, all I got back from Vudu was telling me how to set up the parental controls! I was on the Roku and I too could log into anything I wanted without a code, and it had not been entered at any time that day. I exited out of the app, rebooted the roku, and then had to enter the code to watch a movie in my library. The kicker is when I exited from that movie and went to another, I did not need to code at all. This seems like a really poor design, as I could start a kids movie for my son, but then he could back out and watch, rent, or buy anything he wants? Now I have to take away the remote just so he can't watch anything other than what I put on. Regardless, I just paid $24 for Star Wars on blu ray, and now my son paid $19.99 for a duplicate, and vudu is doing nothing about it.

[tkdkid717]

Re: Parental Controls failed

Hello vudu community,
I am a hair upset with the vudu support as they don't want to do any actual support. My son bought Star Wars: The Force Awakens on Sunday on his Roku 2. I thought it was odd to start, because I have the parental controls set up to block all watching and buying. I always have to enter a code for him to use his roku to prevent him from watching stuff I can't monitor or buying something I don't want. It is pretty obvious that this purchase was not intended, as there is already a digital copy of that same movie that was added to my library 2 weeks ago when I used the digital copy I had with my blu ray version. However, all I got back from Vudu was telling me how to set up the parental controls! I was on the Roku and I too could log into anything I wanted without a code, and it had not been entered at any time that day. I exited out of the app, rebooted the roku, and then had to enter the code to watch a movie in my library. The kicker is when I exited from that movie and went to another, I did not need to code at all. This seems like a really poor design, as I could start a kids movie for my son, but then he could back out and watch, rent, or buy anything he wants? Now I have to take away the remote just so he can't watch anything other than what I put on. Regardless, I just paid $24 for Star Wars on blu ray, and now my son paid $19.99 for a duplicate, and vudu is doing nothing about it.

Open up a ticket with VUDU, I'm sure they would be happy to refund you. If they don't respond to the ticket, a quick google search should help you find their customer support phone number. It's not a fix for your exact issue, but perhaps you should make your son his own sub-account for his Roku 2. That way, you can adjust the settings to only allow him to view content, and not alter it in any way.

[pizzadave80]

Re: Parental Controls failed

Open up a ticket with VUDU, I'm sure they would be happy to refund you. If they don't respond to the ticket, a quick google search should help you find their customer support phone number. It's not a fix for your exact issue, but perhaps you should make your son his own sub-account for his Roku 2. That way, you can adjust the settings to only allow him to view content, and not alter it in any way.

I opened a ticket with them. The only response that I got back from them was on how to set up the parental settings, with a disclaimer that says. "If you do not reply we will assume this is a fix to your issue" Almost like I was speaking to a robotic support person. I emailed support once again explaining in the same detail I just stated, and I have not received a response yet.

[Capt-Cupcake]

Re: Parental Controls failed

Hello vudu community,
I am a hair upset with the vudu support as they don't want to do any actual support. My son bought Star Wars: The Force Awakens on Sunday on his Roku 2. I thought it was odd to start, because I have the parental controls set up to block all watching and buying. I always have to enter a code for him to use his roku to prevent him from watching stuff I can't monitor or buying something I don't want. It is pretty obvious that this purchase was not intended, as there is already a digital copy of that same movie that was added to my library 2 weeks ago when I used the digital copy I had with my blu ray version. However, all I got back from Vudu was telling me how to set up the parental controls! I was on the Roku and I too could log into anything I wanted without a code, and it had not been entered at any time that day. I exited out of the app, rebooted the roku, and then had to enter the code to watch a movie in my library. The kicker is when I exited from that movie and went to another, I did not need to code at all. This seems like a really poor design, as I could start a kids movie for my son, but then he could back out and watch, rent, or buy anything he wants? Now I have to take away the remote just so he can't watch anything other than what I put on. Regardless, I just paid $24 for Star Wars on blu ray, and now my son paid $19.99 for a duplicate, and vudu is doing nothing about it.

You called and they refused to do anything or refund the purchase? That doesn't sound like Vudu customer service to me. 90% of the time when I call they are very helpful.

[Capt-Cupcake]

Re: Parental Controls failed

I opened a ticket with them. The only response that I got back from them was on how to set up the parental settings, with a disclaimer that says. "If you do not reply we will assume this is a fix to your issue" Almost like I was speaking to a robotic support person. I emailed support once again explaining in the same detail I just stated, and I have not received a response yet.

Oh, you didn't call on the phone? Give them a phone call. They have great customer service. I'd be absolutely shocked if they didn't refund it. Call 888-554-8838

[QuiGonJ]

Re: Parental Controls failed

Oh, you didn't call on the phone? Give them a phone call. They have great customer service. I'd be absolutely shocked if they didn't refund it. Call 888-554-8838

I have called them on several occasions, and I will say they are the nicest group of customer service people I've ever called. They should take care of you. From my experience, at the very worst, they will give you a $20 credit to buy something else with.

[pizzadave80]

Re: Parental Controls failed

Thank you all for the insight. I called the customer service number, and they were able to work with me. All that was required was to set up the parental controls in front of them essentially. The rep disabled my controls, and then I enabled the parental controls with a new password. Refunded my money and removed the movie from the library. It was a 25 minutes phone call (which seemed like an eternity) , with 10 minutes of that being on hold. At least I got the refund, and don't have 2 copies of the same movie now!