ATTN: VUDU ENGINEERS

[dcburnquist]

I have visited Walmart twice this week thus far, and both have resulted in currently unresolved issues. The first time, I converted 50 movies, but they misspelled my email address, and therefore, I paid $100 for zero movies since they ended up in a non-existant account. The second time, the Walmart associate formulated a list of the rest of our 250 or so movies only to be confronted with an error during the final step of the process. We aren't sure why the order wouldn't properly process, but all we could come up with was that it may be due to the first problem.

My question is two-fold, do any of your engineers know how to take the first 50 movies from the incorrect account and place them in the proper account? I've spoken to two Vudu representatives in addition to a level 3 representative, and all of them were unsure of how they were going to resolve this issue. Until it's fixed, I've spent $100 for no product and seemingly can not convert any more until then.

The second part is, do you know why the second order wouldn't go through, and is it possible that issue will resolve itself if somebody can find a solution to the first problem?

Thanks in advance, I hope somebody has some idea of how to fix this. So far, most of the representatives I've spoken to said they really haven't been given any proper information on how any of the disc-to-digital program works, and didn't seem to be able to tell me anything other than what I already know. I figure somewhere, somebody has to know something about how this service can be troubleshooted.

[E55KEV]

Re: ATTN: VUDU ENGINEERS

I have not done this yet so I have not seen a Disc to Digital receipt yet, but does the one you have list the incorrect email account? If so, can you provide your correct email account and ask for an in-store refund and then process again?

I have had 2 unsuccessful trips to Walmart. The last one the Photo Center guy says he can not locate my Vudu account.

[Jdmac29]

Re: ATTN: VUDU ENGINEERS

I have not done this yet so I have not seen a Disc to Digital receipt yet, but does the one you have list the incorrect email account? If so, can you provide your correct email account and ask for an in-store refund and then process again?

I have had 2 unsuccessful trips to Walmart. The last one the Photo Center guy says he can not locate my Vudu account.

Just a guess but I know you signup with vudu with an e-mail address and a phone#. Could they locate it by the phone#? My receipt showed my e-mail and phone#

[dcburnquist]

Re: ATTN: VUDU ENGINEERS

Thanks for the responses, but no, there was no simple or textbook workaround. They accidentally put the movies in a non-existant account, and I thought, like the first response, a refund would be the simple thing to do. Well, I was told VUDU handles the refunds, so I called them multiple times and they had no clue how to handle it and said the refunds have to come from Walmart. So, I headed back to Walmart, where I was promptly told what I already knew....disc to digital conversions can not be refunded, literally. They can try scanning the receipt all day to process a refund, but it won't work.

The solution, which is absolutely absurd, was to have the manager override the register and take $100 off of my next disc to digital order. I can't believe how terribly unprepared Walmart and VUDU are for this. I easily knew more about the entire service, including the technical aspects, than anybody I spoke to throughout the entire week. I even spoke to level 3 VUDU support twice and Walmart sent an email to a regional manager (!?).

Long story short, yes, it's a convenient service and yes, it's fairly simple, but if you have a large collection of movies, or if something goes wrong any step of the way, it's clear that on most occasions they will have no idea how to help you other than continuously sending it to the next highest in the pecking order and prolonging the resolution.

What I learned:

1. Be VERY careful about making sure the person helping you pays attention to unrated vs. theatrical versions, I still have an unresolved issue an once again, VUDU was not willing to add the proper unrated versions to my account. Expect the finger to be pointed right back at your local Walmart for almost all complaints or issues. VUDU will likely not be of help, even if they have a viable solution.

2. Make sure they take their time when putting in your account, and spell your information out for them. One typo could mean a world of issues.

Anyways, thanks for the responses. I can't believe that I'm the only one this happened to, so I'm sure complaints will continue to roll in until things are handled in a more professional manner.

[Kreature]

Re: ATTN: VUDU ENGINEERS

I almost got caught with this when they were trying to find my account and thought I didn't have one because of my e-mail address (To their defense, it is a little abnormal). I peaked around the counter to see how it was being typed in and noticed they were spelling it wrong so I showed them what was printed on the slip needed for the process that says the movies you want done and your account info (Why they are so reluctant to look at it is beyond me) and they found it right away.

As for fixing the issue, I say take the receipt back to wal-mart and have them refund you and try it again. Not sure how easy the refund process will be though with this kind of service