VUDU AT HOME: DISC-TO-DIGITAL -- INSSUFFICiENT DISCLOSURE DURING PURCHASE PROCESS
There are really two problems here. The first, is that during the Disc-to-Digital Home purchase process, all of the details on the quality of the digital content being purchased is not available to the buyer. Normally (not Disc-to-Digital home) on Vudu when making a purchase, the buyer can click on the "More Info" tab and be able to tell the sound quality of the digital rights being purchased. However, using the "VUDU To Go" Disc-To-Digital Home program that is downloaded to the PC to make the Disc-To-Digital-Home purchases, the "More Info" tab and purchase information included in the tabe is not available. So, when I purchased thes HDX digital rights there was no way for me to tell during the purchase process that I would be getting sound quality that is inferior to that provided on the old DVDs. The only quality information provided during the purchase process is "SD", "HD", or "HDX". Without additional clearly displayed disclosures, the typical Vudu user is likely to assume that "HD" and "HDX" quality digital rights purchases will have sound quality that is at least as good as that found on a non-HD DVD. In my opinion, that is a very reasonable assumption for the consumer to make. The buyers should have to seperately go to the VUDU website or video streaming app to determine what quality of sound they will be buying. This information should be clearly shown in the "VUDU To Go" program during the purchase process.
The second problem is the way that VUDU advertises streaming content quality. Based on the history of video media including VHS tapes, DVDs, BDs, and paid downloadable movies certain expectations for both video and sound quality have been established. In general, purchased digital content is considered to be at least DVD quality and purchased DVDs would have 5.1 multi-channel sounds when available, which means for all but the oldest movies that came out before 5.1 was available or for "indie" productions which might not have the resources to produce 5.1 channel sounds. VUDU customers are led to believe that HD and HDX content is higher quality than normal DVDs; this seems to be true for video, but not sound. This HD/HDX vs DVD comparison might not be a comparison that VUDU directly makes, but I think they are happy for you to assume that is true and benefit from that perception of higher quality. VUDU needs to live up to the higher quality perception for both video and sound and make it clear when it is not true. The on the front screen page when a purchase is made (not the secondary "More Info" tabe) they need to indicate sound quality, particularly when digital rights don't at least a 5.1 (DVD) quality. During the purchase process, they need to use the descriptions of quality that include sounds quality. For example, during the purchase process describe quality as "HDX stereo", "HDX DD 5.1", "HDX DD 7.1" rather than just saying "HDX"
OK, I'm off my soap-box for now. In most ways, I really love the VUDU service. I'm just upset that I was decieved into making purchases that I wouldn't have otherwise. I'm doubleY upset because no one has responded to my problem request that I submitted almost two weeks ago via a phone serivce agent and I haven't been refunded my money as requested.
Originally posted by mpack
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The second problem is the way that VUDU advertises streaming content quality. Based on the history of video media including VHS tapes, DVDs, BDs, and paid downloadable movies certain expectations for both video and sound quality have been established. In general, purchased digital content is considered to be at least DVD quality and purchased DVDs would have 5.1 multi-channel sounds when available, which means for all but the oldest movies that came out before 5.1 was available or for "indie" productions which might not have the resources to produce 5.1 channel sounds. VUDU customers are led to believe that HD and HDX content is higher quality than normal DVDs; this seems to be true for video, but not sound. This HD/HDX vs DVD comparison might not be a comparison that VUDU directly makes, but I think they are happy for you to assume that is true and benefit from that perception of higher quality. VUDU needs to live up to the higher quality perception for both video and sound and make it clear when it is not true. The on the front screen page when a purchase is made (not the secondary "More Info" tabe) they need to indicate sound quality, particularly when digital rights don't at least a 5.1 (DVD) quality. During the purchase process, they need to use the descriptions of quality that include sounds quality. For example, during the purchase process describe quality as "HDX stereo", "HDX DD 5.1", "HDX DD 7.1" rather than just saying "HDX"
OK, I'm off my soap-box for now. In most ways, I really love the VUDU service. I'm just upset that I was decieved into making purchases that I wouldn't have otherwise. I'm doubleY upset because no one has responded to my problem request that I submitted almost two weeks ago via a phone serivce agent and I haven't been refunded my money as requested.
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