Yesterday, I rented Dark Shadows through the Vudu app on my X Box. Except for the first time I streamed a movie through Vudu, I have had almost no problems or very few problems. The first time I had a technical issue; there was some type of an audio delay that was very distracting. Vudu acknowledged the issue and immediately resolved my concern by offering me a service credit.
After that, I watched about a half dozen more movies on Vudu with no problems until last night. I rented Dark Shadows with my husband and the movie buffered well over a dozen times. It was so bad that it would buffer for 30 seconds or longer and then it would show the film for a 2-3 seconds, and then it would start buffering again for another 30 seconds. It completely
ruined the experience of watching the film and I was disappointed.
I called Vudu today at 5:30 p.m. and spoke to a customer service representative. I explained my technical issue and the representative was completely off the mark from the beginning. It was like he was not even listening to what I said. He ignored the fact that my husband did some troubleshooting by resetting the modem and the representative recommended that
I play the movie again and reset the modem. I told him I didnt want to watch the movie again and that I already tried resetting the modem and that it did not help.
When I realized that I could not get through to the representative, I asked to speak to a supervisor. The representative said that there were no supervisors available because it was almost closing time. When I pointed out that it was only 5:30 p.m. and that they closed at 8 p.m., he said yeah, its almost closing time, there is no one here but representatives. He said that the only person that was available was a team lead. I asked to speak to the team lead. The representative questioned me on the subject that I wanted to discuss with the team lead. I said unsatisfactory customer service.
After a very long hold, I was transferred to another gentleman. He introduced himself as a supervisor. I said, the representative just told me that there are no supervisors available because it was almost closing time despite it only being 5:30 p.m. He apologized and said he would talk to the representative about it. I thought that he would resolve my issues and just issue me a credit for the disappointing viewing experience. Instead, he was rude, talked over me, interrupted me, and was disrespectful.
He, like the previous representative, wanted me to do some troubleshooting that the other representative already mentioned. I explained that we already did that troubleshooting and that it was an issue with Vudus server. We have the highest internet speed that Cox Cable offers and was able to watch Netflix and Hulu with no problems before and after the movie on Vudu
so we knew it was not our connection that was the issue. Despite explaining this, the supervisor insisted that we troubleshoot with technical support. I told him again repeatedly that it was not our connection that was the cause of the rebuffering and that we received multiple error messages saying that Vudu could not play our movie when the rebuffering got really bad. He refused to listen to me, cut me off, and talked over me. I was shocked at how disrespectful he was to me. Vudus representative and supervisor were completely uncareful, were not thoughtful to my concerns, were inconsiderate,
lacked thoroughness, and treated me like a greedy customer that wanted some freebie for complaining without a valid complaint. I felt marginalized and accused of being a liar when I had terrible issues with their service. They do
not own up to their poor customer service, their lack of quality, and the issues with their server. I will never rent movies through Vudu. I understand that technical issues can occur once in a while but the customer service was
reprehensible. Id rather drive to the last Blockbuster in a 20 mile radius and rent a DVD than buy another movie rental from Vudu.