CinemaNow and Rovi launch beta at home D2D service

[BJoffe]

Re: CinemaNow and Rovi launch beta at home D2D service

I can't even get it to work right on my PS3. It usually locks up while it's loading my library and on the rare occasion it doesn't lock up, it stalls while it's loading a movie.

On my 360, it's very finicky about which movies it will play even though it should be able to play ANY movie in my library.

The only way I can get CinemaNow to work right is on my LG BD player and that's the clunkiest interface I've ever seen!

[D2DGUY]

Re: CinemaNow and Rovi launch beta at home D2D service

Since VUDU home d2d is not yet compatible with mac, I have to resort to Cinemanows home d2d. Im having a problem where every movie I put in says not currently available for d2d at this time but they are on the list. Not one movie has worked so far. I hope mac support for VUDU comes sooner than later.

The service is not working properly with OS 10.6. I suspect that is your issue.

[Ruinit]

Re: CinemaNow and Rovi launch beta at home D2D service

Cinemanow is such a crappy service, once my uv list hit over 500 movies the service will not even update my library to allow me to view movies and their support is the worse I have ever dealt with

[dunham44]

Re: CinemaNow and Rovi launch beta at home D2D service

wow I hope they fix it for ya

[Kocheese99]

Re: CinemaNow and Rovi launch beta at home D2D service

its just a glitch, if u sign out and sign back in your credit should show still, ive had the same problem as you

Nope, even my receipt says I was charged. I tried signing out, restarting, and trying to talk to their "customer service".

[dunham44]

Re: CinemaNow and Rovi launch beta at home D2D service

its just a glitch, if u sign out and sign back in your credit should show still, ive had the same problem as you

[Kocheese99]

Re: CinemaNow and Rovi launch beta at home D2D service

Here's my current saga with them. They screwed up a d2d awhile back and they sent me 3 coupon codes for free movies. I had used 2 and was going to use the 3rd on Argo today. I punch in the code and I see my store credit drop. So I call and they say its probably a glitch and they would not refund the credit but they gave me another coupon. I try on another movie and the same thing happens. This time they say its an ipad problem and I need to use a PC. This time they gave me 2 coupons which one was the same as before but they fixed that. So I fired up the PC and punched in the code and it takes more store credit. So I call and am put on hold for 30 minutes, while waiting I tried the chat option and I am told that the issue is resolved, but I explained what happened again and they asked me if I hit the right button. Anyways, now my case as been escalated and I need to wait 3-5 days. Anyways I'll be calling after 8 tonight to talk to someone who can actually help. All I wanted to do today was use my coupon.

[JRBTempe]

Re: CinemaNow and Rovi launch beta at home D2D service

Since VUDU home d2d is not yet compatible with mac, I have to resort to Cinemanows home d2d. Im having a problem where every movie I put in says not currently available for d2d at this time but they are on the list. Not one movie has worked so far. I hope mac support for VUDU comes sooner than later.

I've had that problem a number of times and surprisingly, many of those titles show up just fine on the Windows version -- I've even had times where CinemaNow offered only SD on the Mac, only to find SD and HD were offered on the PC version!

[SoFlo Bison]

Re: CinemaNow and Rovi launch beta at home D2D service

Since VUDU home d2d is not yet compatible with mac, I have to resort to Cinemanows home d2d. Im having a problem where every movie I put in says not currently available for d2d at this time but they are on the list. Not one movie has worked so far. I hope mac support for VUDU comes sooner than later.

[BJoffe]

Re: CinemaNow and Rovi launch beta at home D2D service

I just got this canned response for my CinemaNow work order...

<<

Agent Response:
We understand your frustration and apreciate the interest in our product, we ask
these questions to determain the source of the issue and make sure you dont have
the problem again.

We appreciate the opportunity to assist you.
The BestBuy CinemaNow Movies Support Team

** Please note this is an automatic email response that cannot be replied to.**

>>

Once again, absolutely nothing related to the issue I reported to them. And I'm being generous when I use the word 'canned' here because whoever responded here can't even SPELL.

[mgfloy03]

Re: CinemaNow and Rovi launch beta at home D2D service

I told them they sold me a movie on d2d IN HD that wasn't sold on their site (only sd) and that is why I didn't get it and they asked me to test my download speed. That is why I call after 10pm est.

[BJoffe]

Re: CinemaNow and Rovi launch beta at home D2D service

I'm completely mystified by the responses I get from some of these support people... It's like they don't take more than 5 seconds to READ what's in a work order before they move to close it.

I put in a work order to inform them that JUSTICE LEAGUE: DOOM was listed on their Disc-to-Digital list but their software does recognize that it's enabled for conversion and says it's not available for conversion. So far, I've had at least two responses to this work order...

The first response is to update their software and the agent is asking me if I've had any problems converting any other titles. What?!

The second response is asking me what operating system I'm using and what web browser I'm using, information I INCLUDED when I created the work order in their system... and not at all related to the reason I created the work order in the first place.

[mgfloy03]

Re: CinemaNow and Rovi launch beta at home D2D service

If you want to talk to someone that speaks English call after 10 pm est. Otherwise I got told you get some other place. I called the other day and they couldn't even bring up my account. 3 of them tried to bring it up and they said it never loaded. They were able to pull up other accounts but mine kept timing out. I have so many escalations without any resolution its quite funny. However, the guy gave me some codes for an issue he has never seen and for now i'm satisfied with the codes. I just wish it wouldn't take 30 days to get to that point.

I have well over 600 movies and we both agreed that my library was probably the reason why it wasn't loading. I still can't get my library to load on my pc, it will load on my xbox thou which is weird.

So my advice is to call after 10 and you will only get tier 1 people but you will get someone that might understand the issue.

[BJoffe]

Re: CinemaNow and Rovi launch beta at home D2D service

I put in a work order with CinemaNow for JUSTICE LEAGUE: DOOM as it's listed on their Disc-to-Digital list but according to their software, the title is not available for conversion.

The next day, they close my work order and the person who closed it asks me if I'm having the problem only with JUSTICE LEAGUE: DOOM or any title I try to convert.

Seriously?? I call shenanigans on this one. Somebody closed this work order up so they could get credit for closing a work order.

It would take just a few seconds for this person to see I have titles in my CinemaNow library and that was not why I created a work order in the first place.

The irony is that I have HD rights to this title in my UV locker and since I can't get Vudu to recognize this, I can only watch JUSTICE LEAGUE: DOOM in HD using CinemaNow's clunky application on my LG BD player.

[goneviral]

Re: CinemaNow and Rovi launch beta at home D2D service

In my experiences with Cinemanow customer support, the troubleshooter varies depending on the CSR. I have performed about 25 conversions via their system attempting about 45. I would have loved to use Vudu but I got fed up with waiting for their home service. Using the Vudu service in the store has become an odd combination of Machiavellian and Kafkaesque.

In using the Cinemanow software, I noticed a few problematic issues.

1) Some of the titles listed available for D2D will not provide the option for HD. I have no interest in SD so I had to pass on those.

2) Occasionally, a title will list as HD but after the $5 is paid for the upgrade, only an SD license will be issued. A Scanner Darkly, a movie that needs to be watched in HD, is one example. There were a couple of others.

3) Some titles listed as available for D2D conversion are not recognized. I have a ticket about Quick Change that remains unresolved for this reason.

4) Several titles list as UV yet when the upgrade is performed, the UV symbol is not listed and the file never propagates to my UV library. This is the issue that has given me the most trouble to date.

I have a handful of titles that have had tickets for 10+ days now for this reason. On a couple of them, I was offered an apology code to download another title. I consider this solid customer service and an equitable solution. On several others, nothing has been done yet and I am in bureaucratic Hell trying to resolve the issue. I mentioned a couple of boards ago that nagging can lead to positive results. This is definitely true at times but it is not a foolproof strategy.

Out of 18 tickets I initially listed, 7 remain unresolved.