Letter mailed last week to Paul Yanover, Fandango CEO:
Dear Mr. Yanover:
It has been three months now since the shutdown of FandangoNow and forcing us to merge our libraries with Vudu, yet no resolution or even a response regarding my ticket #20210809-02K4MV from the “appropriate department.” Vudu customer service agents are downright rude when I call in asking for an update, then accuse me of burdening their systems by opening multiple tickets when requesting a status. I am sorry, but customers are unaware that each time they call in or open a chat session or send an e-mail that they are opening a new ticket, and again, chastising your customers who are simply asking to be updated since no one has been responding is most certainly uncalled for
Having worked in both Customer Service and Information Technology for over 30 years, I find it baffling that licensing issues were not resolved prior to the library mergers, especially since the team responsible for this activity must have had access to what both companies had licenses for. I find it even more baffling if they did not. Nearly every time a company I worked for was transitioning to a new platform, IT would perform massive test runs and database comparisons to help anticipate any issues that may occur. Having your customer service agents for both Vudu and FandangoNow assure customers that there would be NO issues when their libraries would eventually be merged is even more alarming.
Mr. Yanover, I am sure I do not need to inform you just how many customers this failed library merger has affected (likely in the thousands, at least). For Vudu to pretend it is business as usual and ignore customers’ pleas on social media as well as your own customer forums is a disgrace and an insult to the people who have kept your businesses successful for so many years. How much longer must we wait for a resolution, and why can’t we, your customers, receive any kind of answer regarding this issue? What is Vudu planning on doing to win your customers back after essentially robbing customers of what they had purchased? I have attached a list of affected movies in my Vudu library. Please resolve this ASAP.
Dear Mr. Yanover:
It has been three months now since the shutdown of FandangoNow and forcing us to merge our libraries with Vudu, yet no resolution or even a response regarding my ticket #20210809-02K4MV from the “appropriate department.” Vudu customer service agents are downright rude when I call in asking for an update, then accuse me of burdening their systems by opening multiple tickets when requesting a status. I am sorry, but customers are unaware that each time they call in or open a chat session or send an e-mail that they are opening a new ticket, and again, chastising your customers who are simply asking to be updated since no one has been responding is most certainly uncalled for
Having worked in both Customer Service and Information Technology for over 30 years, I find it baffling that licensing issues were not resolved prior to the library mergers, especially since the team responsible for this activity must have had access to what both companies had licenses for. I find it even more baffling if they did not. Nearly every time a company I worked for was transitioning to a new platform, IT would perform massive test runs and database comparisons to help anticipate any issues that may occur. Having your customer service agents for both Vudu and FandangoNow assure customers that there would be NO issues when their libraries would eventually be merged is even more alarming.
Mr. Yanover, I am sure I do not need to inform you just how many customers this failed library merger has affected (likely in the thousands, at least). For Vudu to pretend it is business as usual and ignore customers’ pleas on social media as well as your own customer forums is a disgrace and an insult to the people who have kept your businesses successful for so many years. How much longer must we wait for a resolution, and why can’t we, your customers, receive any kind of answer regarding this issue? What is Vudu planning on doing to win your customers back after essentially robbing customers of what they had purchased? I have attached a list of affected movies in my Vudu library. Please resolve this ASAP.
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