M B.

Horrible experience with both the actual streaming service and with a CSR/and "higher up" CSR. I have been a Hulu customer for years. Problems started when I tried to open the app today. The app on my old ipad is no longer supported. Tried to update and was not allowed. Then I tried to access my account through the ipad browser. The browser does not allow you to use the account that you pay for. You have to use the app. I contacted customer service and informed them that I wasn't being allowed to access my account from my ipad. I was told that my ipad model was no longer supported. Fine, I get that companies can't support every version of the app for every tech device until the end of time. My issue is that I'm also blocked from accessing it through the internet site on the ipad. I was offered a month, then 3 as a credit for the inconvenience. I didn't want a credit, I wanted access to the account I pay for. So I asked to speak to someone with more authority. I was told that the 3 month credit would be revoked if I insisted on speaking to a higher level person and "thanks for my patients (sic)". I decided being able to actually use the service I pay for was more important to me than a 3 month credit for said service if it was unusable. I then was put on with the level 2 CSR and was informed that I needed to purchase a brand new device if I wanted to continue to use the service because they no longer service the app for my iOS. I said I understood about the app, but that I should be able to access my account from a browser as an alternative. I was informed Hulu is somehow different from all other streaming sites. I pulled up Netflix, Amazon Prime, and Youtube all perfectly fine from the browser to test-and only Hulu denied access and demanded that I use the app. He stated several times that it wasn't Hulu that was blocking access. Let's be clear, they are blocking access from mobile browsers-even for paid accounts. They can use all the "marketing speak" they want about optimizing customer experience blah blah blah. But the reality is that if you don't have the most updated device, they will prevent (another word for block) you from using their service. I was referred to a list of supported devices several times. I don't care what devices your company has been paid to recommend. If the device I'm using can somehow manage to stream video from every other streaming site on the internet, it has sufficient technology to stream from your site. I should not be prevented from streaming the content (that I pay for!) because you have decided my device isn't newest/trendiest one. I don't think I should have to go out and buy a new $600 ipad just to run your app because you refuse to let people access their accounts from the mobile browser. What seems the better solution Hulu; upgrading your own technology or trying to force everyone else in the world to upgrade theirs? The tech device boom of the early '00s is over. People aren't standing in line for days to get the newest iphone or tablet anymore. People aren't upgrading their "play" devices the second a new one comes out anymore. You have to have a secondary access option for people that pay for your service that have devices older than a toddler.