Digital Entertainment Content Ecosystem (DECE), LLC.

We apologize for the lack of status updates on this matter and have corrected internal processes to ensure that such delays are avoided in the futureWe are currently working more closely with FandangoNow to investigate this issue and, subject to purchase confirmation, we will ensure that the movie “Sing” appears in your UltraViolet Library When this issue is resolved, an update will be provided here and you will receive confirmation from UltraViolet Customer CareWe appreciate your patience and apologize once again for the inconvenience you have experienced so far

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ We couldn't locate any customer care contact in the UltraViolet system associated with the email address nor the last name the Revdex.com provided for ***We did reach out to other businesses that are UltraViolet licensees and discovered that the service [redacted] used (and is dealing with) is called FlixsterThey are the ones enforcing the download limit (per their terms of use agreed to by ***)That notwithstanding, we've reached out to Flixster's customer support team and they've agreed to contact [redacted] to try and solve the issueTo be very clear, this is a Flixster issue...not an UltraViolet issueIn the meantime, given that ***'s address is in [redacted] , he should be able to go to other UltraViolet licensees that operate in [redacted] (like CinemaNow https://ca.cinemanow.com/ or Cineplex http://store.cineplex.com/ among others) and view/download his UltraViolet enabled titlesThat is one of the great things about UltraVioletIt maintains your rights to purchased content across different servicesIf a particular service isn't working for you for any reason, in most cases you can easily just use another service and still access your contentPlease remove this from the Revdex.com record as an UltraViolet issue given we have no control over what Flixster's policies dictate [redacted] - should you continue to run into issues at Flixster, please reach out to UltraViolet customer support on our website, myuv.com, and we'll do what we can to help although please realize we cannot ask Flixster to manage a solution that falls outside of what is allowed by their own Terms of Use Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have exchanged a couple emails with the company and they explained they are trying to manually reset my movie count and will communicate with me directly once it is doneThey also offered a free movie for the troubles I appreciate their prompt response and am satisfied how they handled this - thank you for your assistance in this matter

Revdex.com:
FINALLY, after
days, jumping thru a lot of hoops, and contacting the Revdex.com, I think this issue is resolved
Customer service from the UltraViolet Customer Care Team leaves a lot to be desired and shows much room for improvementFor a start, they should try reading their own trouble tickets and the customer's emails
I have reviewed the response made by the UltraViolet Customer Care Team in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/10/07) */
We couldn't locate any customer care contact in the UltraViolet system associated with the email address nor the last name the Revdex.com provided for ***We did reach out to other businesses that are UltraViolet licensees and discovered that the
service *** used (and is dealing with) is called FlixsterThey are the ones enforcing the download limit (per their terms of use agreed to by ***)That notwithstanding, we've reached out to Flixster's customer support team and they've agreed to contact *** to try and solve the issueTo be very clear, this is a Flixster issue...not an UltraViolet issueIn the meantime, given that ***'s address is in ***, he should be able to go to other UltraViolet licensees that operate in *** (like CinemaNow https://ca.cinemanow.com/ or Cineplex http://store.cineplex.com/ among others) and view/download his UltraViolet enabled titlesThat is one of the great things about UltraVioletIt maintains your rights to purchased content across different servicesIf a particular service isn't working for you for any reason, in most cases you can easily just use another service and still access your contentPlease remove this from the Revdex.com record as an UltraViolet issue given we have no control over what Flixster's policies dictate
*** - should you continue to run into issues at Flixster, please reach out to UltraViolet customer support on our website, myuv.com, and we'll do what we can to help although please realize we cannot ask Flixster to manage a solution that falls outside of what is allowed by their own Terms of Use
Initial Consumer Rebuttal /* (2000, 10, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have exchanged a couple emails with the company and they explained they are trying to manually reset my movie count and will communicate with me directly once it is doneThey also offered a free movie for the troubles
I appreciate their prompt response and am satisfied how they handled this - thank you for your assistance in this matter

Initial Business Response /* (1000, 5, 2015/11/04) */
Section 2, paragraph of our terms of use clearly states that a user "You may share your UltraViolet Library with other usersYou understand and agree that if you share or merge your UltraViolet Library with another user, that user could
change the password ** otherwise block your access to the Services and all content contained in your UltraViolet Library."
An UltraViolet account cannot be created, then content accessed without the user accepting our terms of use so, by this user's admission, he did share his account with someone else and that other user made changes and therefore accepted this outcome as a possibilityFor clarity, the UV terms of use this user accepted apply only to her/his UV account and the rights deposited within
To the point brought up by the user about redemption code usage: The number of times a code can be redeemed is controlled by the content provider (studio), not by UltraVioletIn nearly every case, in fact of the hundreds of millions of codes redeemed to-date, one UV redemption per code is the maximum allowedIt is simple, buy one physical disc and get one digital rightIf a user allows his account to be taken over in any way, he/she also allows those rights to be taken over as well
To the point brought up by the user about the UCC: Doesn't apply in this case
Nonetheless, our customer care group will reach back out to this user and effectively attempt to reset account access for both parties under the condition that neither user makes any changes to the other user and no further changes are made to this account overallOur suggestion will be that each user create a second (free) UltraViolet account for any new contentBoth users should please stand by for an email message from our customer care groupThey'll each have to respond affirmatively to be able to access the account
Initial Consumer Rebuttal /* (3000, 7, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Many thanks for your response
With regards to the DECE comment on the UCC, the rights of the buyer standNo conditions of any sort by the seller were stated prior to saleThe buyer made no agreement upon purchase that rights to the digital copy of the movie were different to their rights over the CD/DVD copyAs I'm in possession of the UV coupon that states my UV code to redeem my digital copy, I have the same rights as possessing the CD/DVDShould the CD/DVD be removed from my possession without permission criminal action is availableThere were no conditions and agreement upon sale that ownership/possession of the UV coupon code was not the same as ownership of the CD/DVDTherefore the T&Cs imposed by the DECE are void I possess the UV code as I do the CD/DVD, therefore I possess the CD/DVD movie and digital copy in accordance to my buyer rightsI have not given consent to have my property removedAs stated prior, I request my property be returned to my UV library
The remedy suggested from DECE to reset both accounts will not provide a binding nor permanent solution resulting in either party becoming involved in exactly the same situationHaving not heard from the DECE stating this remedy allowing further discussion, I therefore reject the DECE proposal through the Revdex.com to reset the accounts and again request the return of my goods to comply with my buyer rights upon sale
***
Final Business Response /* (4000, 9, 2015/11/18) */
Providing access to the account in the way we've prescribed is what we can and will doIf the user wishes to have access to the titles in this particular account he must respond affirmatively to our customer care group via our email process within the prescribed timeframe
Final Consumer Response /* (4200, 11, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Below is a copy of the email sent to UV in response to UV's wishes to omit the Revdex.com from mediation of this complaint
Hello UV,
Please refer to the response made via Revdex.comAs I'm using the Revdex.com as a mediator my responses will be no different to your insistence here as they are within the Revdex.com mediation correspondencePlease find my current response and rejection below
Hello,
Many thanks for your response
With regards to the DECE comment on the UCC, the rights of the buyer standNo conditions of any sort by the seller were stated prior to saleThe buyer made no agreement upon purchase that rights to the digital copy of the movie were different to their rights over the CD/DVD copyAs I'm in possession of the UV coupon that states my UV code to redeem my digital copy, I have the same rights as possessing the CD/DVDShould the CD/DVD be removed from my possession without permission criminal action is availableThere were no conditions and agreement upon sale that ownership/possession of the UV coupon code was not the same as ownership of the CD/DVDTherefore the T&Cs imposed by the DECE are void I possess the UV code as I do the CD/DVD, therefore I possess the CD/DVD movie and digital copy in accordance to my buyer rightsI have not given consent to have my property removedAs stated prior, I request my property be returned to my UV library
The remedy suggested from DECE to reset both accounts will not provide a binding nor permanent solution resulting in either party becoming involved in exactly the same situationHaving not heard from the DECE stating this remedy allowing further discussion, I therefore reject the DECE proposal through the Revdex.com to reset the accounts and again request the return of my goods to comply with my buyer rights upon sale
***
**
***

Initial Business Response /* (1000, 5, 2016/01/06) */
We've reached out to this consumer and he told us his issue has been resolved
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once Revdex.com got involved issue was
FULLY resolved in less than hours - thank you

Initial Business Response /* (1000, 5, 2016/04/04) */
We are working on this for this *** nowTo be clear, this is a CinemaNow issue, meaning CinemaNow must create and manage the technical solutionThey create and manage the UltraViolet rights in the UltraViolet account for every title purchased
via their service as well as titles migragted over from the TargetTicket serviceOur customer care group will reach out today to the CinemaNow customer care group and help them work out a solution on their endWe will also reach out to *** to keep him updated*** will get his purchased titles reinstated, it just may take some time
Initial Consumer Rebuttal /* (2000, 7, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the lack of status updates on this matter and have corrected internal processes to ensure that such delays are avoided in the futureWe are currently working more closely with FandangoNow to investigate this issue and, subject to purchase confirmation, we will ensure that the movie
“Sing” appears in your UltraViolet Library When this issue is resolved, an update will be provided here and you will receive confirmation from UltraViolet Customer CareWe appreciate your patience and apologize once again for the inconvenience you have experienced so far

The customer has been responded to through our ticketing system for what should be a positive outcome
For the record, we are communicating with ***@att.net which is different, but similar to the email address listed in the complaint

The customer has been responded to through our ticketing system for what should be a positive outcome
For the record, we are communicating with ***@att.net which is different, but similar to the email address listed in the complaint

Initial Business Response /* (1000, 5, 2015/10/21) */
The UltraViolet user associated with ***'s email address was a "Standard Access User" in an UltraViolet accountThe "Full Access User" in that same account (someone using the name *** *** and an email address different from the one
provided by ***) removed ***'s access from the accountPer the Terms of Use accepted by the initial creator of this account, the Full Access User can make any changes to other users within the account without their permissionThe Full Access User controls the account and owns the UltraViolet rights associate with the content
We'd be happy to reopen an investigation if *** has any new information for usAt this point however, the Full Access User is the only one who can grant anyone access to that UltraViolet account

Initial Business Response /* (1000, 5, 2016/01/15) */
Addressing ***'s concerns point-by-point
The account in question was not "hacked"A "hack would mean someone broke into his account by guessing his password ** otherwise bypassing *** password *** nefariouslyIn this case ***
willingly shared his UltraViolet account credentials with others and that resulted in one of those with whom he shared his credentials taking over the accountSee his admission of such in the 3rd paragraph of his posting on this forum: http://forum.blu-ray.com/showthread.php?p=XXXXXXXX , where he clearly states "I gave my UV info to people here..." and "I've given my account info to people who have done D2D and proxied on my behalf.."
For clarity, "D2D" refers to a disc-to-digital transaction where the owner of a physical disc (Blu-ray or DVD) can create a digital right and insert it into an UltraViolet accountIn order to do this the user must have the UltraViolet account username and password
The UltraViolet Terms of Use, agreed to by *** when he created his UltraViolet account, clearly state the requirement for a user to maintain the security and confidentiality of their account passwordThey also state the potential consequences of sharing such, which could include the other user(s) changing the account password *** otherwise blocking the initial user's access to the account and all content within
*** did provide a list of the titles he claims were his however the screen shot he provided does not constitute proof of ownership
*** has violated the agreTerms of Use, full-stopDespite that, we are currently working with him as well as the current account owner to resolve thisThe possible outcomes are 1) The current owner is either non-responsive to our inquiry or fails to make a valid claim to the accountThis will enable to reinstate ***'s sole access2) The current owner makes claim to the account and we determine that claim is validThis means that account belongs solely to that user and *** will have no access3) There is no clear path after our investigationThis will result in our taking over of the account and granting content access to both partiesThis means each party will have their own user account within the parent/master accountBoth parties will be able to view any/all content within but will not be able to modify the master account in any wayWhile we investigate, both parties have been temporarily granted access to the account (per #above)

Initial Business Response /* (1000, 5, 2016/01/15) */
Addressing [redacted]'s concerns point-by-point.
The account in question was not "hacked". A "hack would mean someone broke into his account by guessing his password ** otherwise bypassing [redacted] password [redacted] nefariously. In this case [redacted]...

willingly shared his UltraViolet account credentials with others and that resulted in one of those with whom he shared his credentials taking over the account. See his admission of such in the 3rd paragraph of his posting on this forum: http://forum.blu-ray.com/showthread.php?p=XXXXXXXX , where he clearly states "I gave my UV info to people here..." and "I've given my account info to people who have done D2D and proxied on my behalf..".
For clarity, "D2D" refers to a disc-to-digital transaction where the owner of a physical disc (Blu-ray or DVD) can create a digital right and insert it into an UltraViolet account. In order to do this the user must have the UltraViolet account username and password.
The UltraViolet Terms of Use, agreed to by [redacted] when he created his UltraViolet account, clearly state the requirement for a user to maintain the security and confidentiality of their account password. They also state the potential consequences of sharing such, which could include the other user(s) changing the account password [redacted] otherwise blocking the initial user's access to the account and all content within.
[redacted] did provide a list of the titles he claims were his however the screen shot he provided does not constitute proof of ownership.
[redacted] has violated the agreed-to Terms of Use, full-stop. Despite that, we are currently working with him as well as the current account owner to resolve this. The possible outcomes are 1) The current owner is either non-responsive to our inquiry or fails to make a valid claim to the account. This will enable to reinstate [redacted]'s sole access. 2) The current owner makes claim to the account and we determine that claim is valid. This means that account belongs solely to that user and [redacted] will have no access. 3) There is no clear path after our investigation. This will result in our taking over of the account and granting content access to both parties. This means each party will have their own user account within the parent/master account. Both parties will be able to view any/all content within but will not be able to modify the master account in any way. While we investigate, both parties have been temporarily granted access to the account (per #3 above)

Revdex.com:
FINALLY, after 35...

days, jumping thru a lot of hoops, and contacting the Revdex.com, I think this issue is resolved.
Customer service from the UltraViolet Customer Care Team leaves a lot to be desired and shows much room for improvement. For a start, they should try reading their own trouble tickets and the customer's emails.
I have reviewed the response made by the UltraViolet Customer Care Team in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/04/04) */
We are working on this for this [redacted] now. To be clear, this is a CinemaNow issue, meaning CinemaNow must create and manage the technical solution. They create and manage the UltraViolet rights in the UltraViolet account for every title purchased...

via their service as well as titles migragted over from the TargetTicket service. Our customer care group will reach out today to the CinemaNow customer care group and help them work out a solution on their end. We will also reach out to [redacted] to keep him updated. [redacted] will get his purchased titles reinstated, it just may take some time.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/07) */
We couldn't locate any customer care contact in the UltraViolet system associated with the email address nor the last name the Revdex.com provided for [redacted]. We did reach out to other businesses that are UltraViolet licensees and discovered that the...

service [redacted] used (and is dealing with) is called Flixster. They are the ones enforcing the download limit (per their terms of use agreed to by [redacted]). That notwithstanding, we've reached out to Flixster's customer support team and they've agreed to contact [redacted] to try and solve the issue. To be very clear, this is a Flixster issue...not an UltraViolet issue. In the meantime, given that [redacted]'s address is in [redacted], he should be able to go to other UltraViolet licensees that operate in [redacted] (like CinemaNow https://ca.cinemanow.com/ or Cineplex http://store.cineplex.com/ among others) and view/download his UltraViolet enabled titles. That is one of the great things about UltraViolet. It maintains your rights to purchased content across different services. If a particular service isn't working for you for any reason, in most cases you can easily just use another service and still access your content. Please remove this from the Revdex.com record as an UltraViolet issue given we have no control over what Flixster's policies dictate.

[redacted] - should you continue to run into issues at Flixster, please reach out to UltraViolet customer support on our website, myuv.com, and we'll do what we can to help although please realize we cannot ask Flixster to manage a solution that falls outside of what is allowed by their own Terms of Use.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have exchanged a couple emails with the company and they explained they are trying to manually reset my movie count and will communicate with me directly once it is done. They also offered a free movie for the troubles.
I appreciate their prompt response and am satisfied how they handled this - thank you for your assistance in this matter.

Initial Business Response /* (1000, 5, 2015/11/04) */
Section 2, paragraph 3 of our terms of use clearly states that a user "You may share your UltraViolet Library with other users...... You understand and agree that if you share or merge your UltraViolet Library with another user, that user could...

change the password ** otherwise block your access to the Services and all content contained in your UltraViolet Library."
An UltraViolet account cannot be created, then content accessed without the user accepting our terms of use so, by this user's admission, he did share his account with someone else and that other user made changes and therefore accepted this outcome as a possibility. For clarity, the UV terms of use this user accepted apply only to her/his UV account and the rights deposited within.
To the point brought up by the user about redemption code usage: The number of times a code can be redeemed is controlled by the content provider (studio), not by UltraViolet. In nearly every case, in fact of the hundreds of millions of codes redeemed to-date, one UV redemption per code is the maximum allowed. It is simple, buy one physical disc and get one digital right. If a user allows his account to be taken over in any way, he/she also allows those rights to be taken over as well.
To the point brought up by the user about the UCC: Doesn't apply in this case.
Nonetheless, our customer care group will reach back out to this user and effectively attempt to reset account access for both parties under the condition that neither user makes any changes to the other user and no further changes are made to this account overall. Our suggestion will be that each user create a second (free) UltraViolet account for any new content. Both users should please stand by for an email message from our customer care group. They'll each have to respond affirmatively to be able to access the account.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Many thanks for your response.
With regards to the DECE comment on the UCC, the rights of the buyer stand. No conditions of any sort by the seller were stated prior to sale. The buyer made no agreement upon purchase that rights to the digital copy of the movie were different to their rights over the CD/DVD copy. As I'm in possession of the UV coupon that states my UV code to redeem my digital copy, I have the same rights as possessing the CD/DVD. Should the CD/DVD be removed from my possession without permission criminal action is available. There were no conditions and agreement upon sale that ownership/possession of the UV coupon code was not the same as ownership of the CD/DVD. Therefore the T&Cs imposed by the DECE are void. I possess the UV code as I do the CD/DVD, therefore I possess the CD/DVD movie and digital copy in accordance to my buyer rights. I have not given consent to have my property removed. As stated prior, I request my property be returned to my UV library.
The remedy suggested from DECE to reset both accounts will not provide a binding nor permanent solution resulting in either party becoming involved in exactly the same situation. Having not heard from the DECE stating this remedy allowing further discussion, I therefore reject the DECE proposal through the Revdex.com to reset the accounts and again request the return of my goods to comply with my buyer rights upon sale.
[redacted]
Final Business Response /* (4000, 9, 2015/11/18) */
Providing access to the account in the way we've prescribed is what we can and will do. If the user wishes to have access to the titles in this particular account he must respond affirmatively to our customer care group via our email process within the prescribed timeframe.
Final Consumer Response /* (4200, 11, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Below is a copy of the email sent to UV in response to UV's wishes to omit the Revdex.com from mediation of this complaint.
Hello UV,
Please refer to the response made via Revdex.com. As I'm using the Revdex.com as a mediator my responses will be no different to your insistence here as they are within the Revdex.com mediation correspondence. Please find my current response and rejection below.
Hello,
Many thanks for your response.
With regards to the DECE comment on the UCC, the rights of the buyer stand. No conditions of any sort by the seller were stated prior to sale. The buyer made no agreement upon purchase that rights to the digital copy of the movie were different to their rights over the CD/DVD copy. As I'm in possession of the UV coupon that states my UV code to redeem my digital copy, I have the same rights as possessing the CD/DVD. Should the CD/DVD be removed from my possession without permission criminal action is available. There were no conditions and agreement upon sale that ownership/possession of the UV coupon code was not the same as ownership of the CD/DVD. Therefore the T&Cs imposed by the DECE are void. I possess the UV code as I do the CD/DVD, therefore I possess the CD/DVD movie and digital copy in accordance to my buyer rights. I have not given consent to have my property removed. As stated prior, I request my property be returned to my UV library.
The remedy suggested from DECE to reset both accounts will not provide a binding nor permanent solution resulting in either party becoming involved in exactly the same situation. Having not heard from the DECE stating this remedy allowing further discussion, I therefore reject the DECE proposal through the Revdex.com to reset the accounts and again request the return of my goods to comply with my buyer rights upon sale.
[redacted]
**
[redacted]

We apologize for the lack of status updates on this matter and have corrected internal processes to ensure that such delays are avoided in the future. We are currently working more closely with FandangoNow to investigate this issue and, subject to purchase confirmation, we will ensure that the movie...

“Sing” appears in your UltraViolet Library.  When this issue is resolved, an update will be provided here and you will receive confirmation from UltraViolet Customer Care. We appreciate your patience and apologize once again for the inconvenience you have experienced so far.

Initial Business Response /* (1000, 5, 2015/10/21) */
The UltraViolet user associated with [redacted]'s email address was a "Standard Access User" in an UltraViolet account. The "Full Access User" in that same account (someone using the name [redacted] and an email address different from the one...

provided by [redacted]) removed [redacted]'s access from the account. Per the Terms of Use accepted by the initial creator of this account, the Full Access User can make any changes to other users within the account without their permission. The Full Access User controls the account and owns the UltraViolet rights associate with the content.
We'd be happy to reopen an investigation if [redacted] has any new information for us. At this point however, the Full Access User is the only one who can grant anyone access to that UltraViolet account.

Initial Business Response /* (1000, 5, 2016/01/06) */
We've reached out to this consumer and he told us his issue has been resolved.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once Revdex.com got involved issue was...

FULLY resolved in less than 2 hours - thank you