Disapointing Walmart Experience
I've converted 70+ movies to have on my Vudu online account from the disc to digital app at home. However, 9 movies could not be converted for one reason or another.
I reluctantly took these into Walmart, knowing that if they had been able to scan online I could save 50% on the conversion fee but they failed and I wanted these movies to always be available.
Once I arrived, I was told that the Vudu service was broke last time the representative checked. But she tested it again and found it online - she then looked up my information, found the "movies" by using the printed out sheet of 9 movies that Vudu instructed me to print.
From there, things went downhill - After printing out a barcode from the Vudu service - she was unable to scan and charge me for the order. This took about 10 minutes of time - trying to scan, trying to enter the code manually, even to trying to enter the SKU from the DVD's themselves (not the right path). A supervisor was called and this took another 5-7 minutes to find a path of entering D85 as a product code and "MOVIES" as the description, then charged me the $27 + tax as listed on the Vudu print out.
Two hours later I'm at home, I did not find the email that I was told should be waiting, so I check my Vudu collection and none of the new movies are waiting. I started a incident with Vudu online support and produced a copy of my receipt and disc to digital list.
They could not release my movies that I bought and paid for due to a 10th movie that was added at Walmart, Apparently a later home scan of a movie Percy Jackson was left in my queue (the queue I cannot see, touch, feel or imagine) and it was added to my purchased movies, however it was not paid for. Forgive me, I have no clue how they did this or how I'm remotely responsible for it. Previously at the store I gave them the list, she had verified the list with my physical DVD's while checking out.
I was asked about the 10th movie, I said to forget about it, just give me access to the nine I had already paid for - and that ended the conversation as they could not assist me further, I had to wait to speak to Tier 3 on the next business day.
So here I am on the next business day, I call in and give my incident number and right off the support technician reads off my previous purchases which did not include the nine conversions purchased the prior day and that were the center of the incident. After repeating that he did not find this purchase, he agrees that I have sent the receipt, showing payment for the 9 movies that I wanted converted and seems to be reluctant to escalate up.
After a few minutes on hold he returns and lets me know that I may have been correct (Great!) on paying for the movies that were the center of discussion and that they would have to remove this tenth movie in order for me to see what I had already purchased.
I asked how can I modify or see this queue and was told that I could not. They would have to do it manually on the back end and reject this tenth movie for me.
Now nearly 24 hours after I purchased the movies - they are available. It only took an hour to drive to Walmart and another hour and fifteen minutes on the phone.
It's disappointing, I invested too much time into this conversion as compared to the successful 70+ conversions with the at home experience - I also paid too much. Using the beta software I scanned these in months ago, and gave the feedback as prompted in the application for movies such as Fight Club, 2010 The year we make contact, Monster House, Fifth Element, Doom, Final Fantasy - after doing so the UI said I would be notified when they were made available - none of these ever were. So I went to Walmart for the manual route - and well, again disappointing.
In the end, I paid more for this route, spent too much time and walk away with a disheartened feeling towards this service. I'm not comfortable with the Walmart experience, from tech support I get a half hearted 'sorry', but not even a offer of credit to a new conversion for the time and energy to complete this purchase.
I reluctantly took these into Walmart, knowing that if they had been able to scan online I could save 50% on the conversion fee but they failed and I wanted these movies to always be available.
Once I arrived, I was told that the Vudu service was broke last time the representative checked. But she tested it again and found it online - she then looked up my information, found the "movies" by using the printed out sheet of 9 movies that Vudu instructed me to print.
From there, things went downhill - After printing out a barcode from the Vudu service - she was unable to scan and charge me for the order. This took about 10 minutes of time - trying to scan, trying to enter the code manually, even to trying to enter the SKU from the DVD's themselves (not the right path). A supervisor was called and this took another 5-7 minutes to find a path of entering D85 as a product code and "MOVIES" as the description, then charged me the $27 + tax as listed on the Vudu print out.
Two hours later I'm at home, I did not find the email that I was told should be waiting, so I check my Vudu collection and none of the new movies are waiting. I started a incident with Vudu online support and produced a copy of my receipt and disc to digital list.
They could not release my movies that I bought and paid for due to a 10th movie that was added at Walmart, Apparently a later home scan of a movie Percy Jackson was left in my queue (the queue I cannot see, touch, feel or imagine) and it was added to my purchased movies, however it was not paid for. Forgive me, I have no clue how they did this or how I'm remotely responsible for it. Previously at the store I gave them the list, she had verified the list with my physical DVD's while checking out.
I was asked about the 10th movie, I said to forget about it, just give me access to the nine I had already paid for - and that ended the conversation as they could not assist me further, I had to wait to speak to Tier 3 on the next business day.
So here I am on the next business day, I call in and give my incident number and right off the support technician reads off my previous purchases which did not include the nine conversions purchased the prior day and that were the center of the incident. After repeating that he did not find this purchase, he agrees that I have sent the receipt, showing payment for the 9 movies that I wanted converted and seems to be reluctant to escalate up.
After a few minutes on hold he returns and lets me know that I may have been correct (Great!) on paying for the movies that were the center of discussion and that they would have to remove this tenth movie in order for me to see what I had already purchased.
I asked how can I modify or see this queue and was told that I could not. They would have to do it manually on the back end and reject this tenth movie for me.
Now nearly 24 hours after I purchased the movies - they are available. It only took an hour to drive to Walmart and another hour and fifteen minutes on the phone.
It's disappointing, I invested too much time into this conversion as compared to the successful 70+ conversions with the at home experience - I also paid too much. Using the beta software I scanned these in months ago, and gave the feedback as prompted in the application for movies such as Fight Club, 2010 The year we make contact, Monster House, Fifth Element, Doom, Final Fantasy - after doing so the UI said I would be notified when they were made available - none of these ever were. So I went to Walmart for the manual route - and well, again disappointing.
In the end, I paid more for this route, spent too much time and walk away with a disheartened feeling towards this service. I'm not comfortable with the Walmart experience, from tech support I get a half hearted 'sorry', but not even a offer of credit to a new conversion for the time and energy to complete this purchase.
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