BroadwayHD LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

On behalf of the BroadwayHD team I would like to apologize that someone who was so excited about the live stream and supported BroadwayHD by paying for an annual subscription was not able to actually enjoy the live eventAfter weeks of preparation and testing we encountered a hidden issue that prevented some users on certain platforms from being able to receive the stream, without knowing the details of what platform a subscriber tried to watch, exactly what their individual problem was, and technical details of steps taken to try and remedy the issue I am not able to give a detailed response as to why a particular subscriber could not enjoy the streamRegardless of what may have caused the problem, it is part of our job to fix issues as quickly as possible and provide solutions to common problems, in the case of Holiday Inn: The New Irving Berlin Musical we did not live up to our own expectations and have been working as hard as possible to identify exactly what may have gone wrong and address it for future eventsI do hope that there was a chance to eventually watch the program during the encore.We understand the frustration and disappointment that comes from this and have gone ahead and made sure to issue a refund to the account associated with the email in the complaint on January ***, which should take 5-business days to process with the credit card providerIf there is any issue with the refund I should be contacted and will do whatever it takes to immediately remedy the situationWe hope that BroadwayHD will be given a second chance in the future.Sincerely, Hal B***, EsqIn-House Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

We admit and apologize that we did not respond within 48 hours of the customer's first or second email. The historic first ever live stream of a Broadway Musical generated a larger than expected volume of inquiries for technical assistance, coupled with the holiday weekend made it difficult to...

respond to everyone immediately. We failed to change our email notifications to reflect that there would be increased wait time before we could resolve issues. Unfortunately, local network and hardware issues are known to cause issues and we were never provided with any information to determine why the customer was unable to watch the live stream, or what steps he took to troubleshoot the issue, which made it difficult to provide any immediate technical assistance. In order to reach out to all customers who had technical difficulties, we extended the encore to a full 10 days instead of the 7 advertised. We understand that the customer refused to watch the show at another time and refused a complimentary subscription along with his refund, which has been processed.

On behalf of  the BroadwayHD team I would like to apologize that  someone who was so excited about the live stream and supported BroadwayHD by paying for an annual subscription was not able to actually enjoy the live event. After weeks of preparation and testing we encountered a hidden...

issue that prevented some users on certain platforms from being able to receive the stream, without knowing the details of what platform a subscriber tried to watch, exactly what their individual problem was, and technical details of steps taken to try and remedy the issue I am not able to give a detailed response as to why a particular subscriber could not enjoy the stream. Regardless of what may have caused the problem, it is part of our job to fix issues as quickly as possible and provide solutions to common problems, in the case of Holiday Inn: The New Irving Berlin Musical we did not live up to our own expectations and have been working as hard as possible to identify exactly what may have gone wrong and address it for future events. I do hope that there was a chance to eventually watch the program during the encore.We understand the frustration and disappointment that comes from this and have gone ahead and made sure to issue a refund to the account associated with the email in the complaint on January [redacted], which should take 5-10 business days to process with the credit card provider. If there is any issue with the refund I should be contacted and will do whatever it takes to immediately remedy the situation. We hope that BroadwayHD will be given a second chance in the future.Sincerely, Hal B[redacted], Esq. In-House Counsel