James T.

I have about 833 movies on their site. I was trying to watch Xanadu (don't judge my guilty pleasure) :) It would not play. It would sit there like it was loading even though I let it sit for 5 minutes. Other movies played fine. I will have to assume all 832 movies played fine and it was just the one. Anyway, I tried it with Edge, IE, and Chrome. I then tried it on a laptop and did IE, Chrome, Firefox, still the same problem. I contacted them and told them what was happening and the next day they respond back asking for info I already gave them. They wanted to know what version of the app I was using and what movie it was even though I told them it was through a browser and Xanadu. This time they wanted more information while still ignoring that I had already gave them half that info in my original ticket. I replied back with all the info they wanted and letting them know that they had half the info already. They reply back the next day and once again want to know what version app I am using and they want me to uninstall and reinstall the app. They also asked for the same exact information they did in the previous ticket. So I have had 2 replies from VUDU tech support and I am no further along then when I first submitted my ticket. How stupid do they have to be to keep asking for the same information each time they reply and keep replying as if I am using an app. I stopped using the app 2 years ago when I had another problem with their app and they said to use the browser and they would contact me when they found a fix to their known problem. Two years later I asked about my ticket which was still open and was told that they stopped using that program so they did not find a fix. How nice of them to let me know even though I had replied to my message every 6 months or so but they would not even respond to it. I had to open a new ticket to get an answer from them. The only reason I still use them is that when they were in beta testing I had converted a whole bunch of my Bluray movies to digital. I was stuck unless I wanted to repurchase them on a different site. Little did I know that most of the sites I would have used have all merged their libraries and I could have used a different company but too late now. That and it is relatively easy to convert physical Blu-rays into having a digital copy. Digital copies are so much easier to take my library anywhere I go. Right now my physical copies are taking up 3 bookshelves:)

Their customer service and usability were far superior when they were beta. I am guessing once they suckered enough people in they realized people were stuck and they couldn't go anywhere else. Of course, iTunes isn't any better but who knows they may have changed in the last 3 years. Hahaha.