I don’t normally post things like this, but in this case, I feel it’s necessary.
A few days ago one of my kids rented a movie on Vudu via our Roku player by randomly pressing buttons on the remote. What I thought would be a simple refund request, turned into a quest for human contact.
Vudu is a streaming service trying to compete with Netflix, Prime Video, and Hulu. Previously owned by Walmart, Vudu is now owned by Fandango — yes, that company that sells tickets to those movie theater things we used to go to years ago. Fandango either doesn’t want to support Vudu or has insufficient staff to do so.
No Automated Refunds
Searching through the Vudu app on Roku, the Vudu app on iOS, and the vudu.com web site will yield no method for opening a support ticket, requesting a refund, reporting a problem with a rental, or any other automated option.
Phone Support
Vudu.com lists phone support as being available by calling 888-554-8838. If you call this number, you will indeed get a Vudu-branded automated message giving you a few options. Unfortunately each option (yes all of them) result in a message telling you how they are experiencing high call volume and to wait on the line before immediately repeating the options. This means you’re never actually in queue waiting for a human. This is an endless loop.
Email Support
Vudu also says you can email support@vudu.com for help. So I did this. I immediately got a response back, which I assumed was a message telling me a case had been opened and I would hear from someone. But no. The automated response picked up on keywords I used in my email to explain how to get a refund. The only problem….this email was from Fandango and only addressed movie tickets. Absolutely no mention was made of Vudu. The email did, however, contain a phone number — 800-FANDANGO. So I called.
Fandango Phone Support
Fandango’s phone system allows you to enter a queue, and even provides an option for them to call you back. I left my number and waited. Two hours later (yes, really) I got a call from a very helpful – but confused – agent. I explained my situation and he explained he couldn’t help me as he worked for Fandango and not Vudu, but he did open a case and provide me a case number. He also advised that I should try to continue to contact Vudu.
Social Media
I reached out to @VuduSupport on Twitter, but received no response. They did reach out about 24 hours later.
Online Chat
Vudu.com, and the iOS app do allow for chat. As with most chat systems, this one collects your information first and then queues you for a human. You won’t get a human. After an hour, if YOU don’t type anything, the system will disconnect you while you’re sitting at the “Please wait while we assign an agent” message. Annoying. Trying it a second time, I kept posting messages. Eventually, after about 90 minutes, an option to “Keep Waiting” or “Email” pops up. I chose email.
Unknown to me, this sends your chat to their support and creates a case. About an hour later I received an email from a human, giving me a refund and apologizing.
Steps to Get Human Support from Vudu
- Go to vudu.com
- Click the Vudu “V” in the lower right to start chat
- Enter your information
- Every 15 minutes type something, such as “anyone home”
- When the automated system gives up, click “Email”
- Wait for an email response