Enterprise Roofing & Sheet Metal Co

We have received the most recent update from *** *** regarding his concerns about a defective Blu-ray disc replacementWe apologize that the consumer was not satisfied with his purchase, and our Customer Service team is happy to send a replacement of DVD discs out to *** ***The consumer can expect the DVDs to be sent to the address provided belowConsumer Affairs will follow up via email with a tracking number once it’s receivedWe apologize for any confusion and trust that with these replacements, this issue will be resolvedHBO Consumer Affairs ***

04/** - HBO followed up with the customer and resolved their request

To whom it may concern, We recently received a complaint filed through the Revdex.com concerning HBO NowThe HBO Now Customer Service team escalated the registration issue Brian reported with his subscription on July **They also addressed a lissue that was reported on August *,
and they have since verified that Brian now has full access to the serviceUpon receipt of this complaint, the HBO Now team contacted Brian again to ensure that he has successfully been able to log in to the service, and to offer assistance with any persisting issuesWe can provide history of our correspondence with this consumer upon requestPlease do not hesitate to reach out with any additional questionsHBO Consumer Affairs ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This does nothing to resolve or restitute the issue at hand. I have paid multiple months of subscription fees while still being unable to access all content on the HBOGO system. This is all I have received in the past; promises that it's going to be fixed. After over two months, it still hasn't, and all the platitudes of telling me my patience is appreciated has no effect on me anymore. I've waited on what is fast approaching a quarter of a year. I'm done waiting. If it can't be fixed in a timely manner, restitution or refunds should be made.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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]

·         4/**/2017 – HBO NOW CS Team resolved the Customer’s request·         4/**/2017 – HBO NOW CS Team followed up with the Customer via the phone number provided and left a message  ...

 confirming resolution.

We’ve made contact with [redacted] and have attempted callbacks during the time provided (7/** at 10:40am PT and then again on 8/* at 11:30am PT). While we haven’t been able to successfully reach [redacted] via phone, we’ve continued to follow up on 7/**, 7/**, 7/**, 7/** and once more via email on...

8/*, when we provided a full account of steps which we hope can help guide [redacted] through each of her questions, including:  1)     Overview of differences between HBO through [redacted] Channels versus HBO NOW through [redacted] App Store 2)     Helpful steps to get signed in to the HBO NOW app using her current HBO subscription 3)     Additional steps on how we can further assist  We will continue to work with [redacted] to make sure she can get back into the HBO NOW product.

To whom it may concern:The HBO GO team will be in touch directly about a resolution for this subscriber.HBO Consumer Affairs[redacted]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; color: #1e497d} span.s1 {font-kerning: none} HBO NOW Customer Support Team will email Customer and request a convenient time for a follow-up call. Over the phone, our team will then connect with the [redacted] CS team over the phone...

and help facilitate a resolution. One missing piece in previous support interactions with this Customer was a clarification of his/her [redacted] email/ID. We believe that the Customer may have been logged in under the wrong [redacted] account during previous support interactions. This is what may have led to confusion with the [redacted] CS representative and why the GP team showed that the Customer did not have an active HBO NOW subscription.   Email to be sent to Customer:   Dear [redacted],   We’re writing in regards to your request to cancel your HBO NOW subscription through [redacted]. We understand your frustration and are here to help.   Since your subscription is with [redacted], your subscription is solely and securely managed by [redacted]. While the HBO NOW Support Team is not able to directly cancel your HBO NOW subscription through [redacted], we can help connect you with the [redacted] support team and facilitate your cancellation request.   Please let us know of a convenient time for our team to give you call and assist with your request.  Thank you, HBO NOW Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 [redacted] cancelled my subscription without my consent, a matter that I made a complaint about to the [redacted] Revdex.com. Please reference Complaint ID#: [redacted] filed with the [redacted], CA Revdex.com office. Unfortunately, [redacted]'s Terms and Conditions do allow for the cancellation of subscription services without the customer's consent, which meant I had no further recourse with [redacted], despite being advised by HBO to contact them to resolve my issues. Furthermore, the matter of the [redacted] website being advertised on the company's website as a means of service for HBONow, despite not having support for the online portal, only mobile, has not been addressed. Under my incident report with HBO, it should be clearly seen that I had a tested internet upload speed (connectivity) of 10X the recommended bandwidth of 3 MPS and used a OS that was listed under the available systems for service (Windows 8.1), which are the requirements listed under HBO's website. My credit card and payment information was up to date with [redacted], but was still cancelled without my consent as I followed up with their service. I do not accept HBO's response, as it is simply a continuation of their lack of service during my long-tenured efforts to deal with their customer support, and an effort to avoid responsibility for their advertised services that they do not support and do not work. I do not see how a month's refund, which I doubt will be successfully received after dealing with [redacted]'s customer service, is an adequate response to my dealings with HBO. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We’ve been working with our Partner, Samsung, to resolve the Customer’s request.  As of 5/*, the Customer has access to the HBO NOW service and the 7-month promo he had originally been entitled to receive.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do not want this resolved individually. That is why I began working this issue through the Revdex.com. I have been contacted by HBO saying the issue has been resolved, however, I have had no offers of restitution. I prefer this issue to be resolved in the full light of an independent observer. I attempted to resolve this issue alone for months. Only after filing a complaint through the Revdex.com has any measurable action been taken. Even if the core problem has been resolved, which I have not been able to fully test yet, I do not think it is appropriate to close out this Revdex.com complaint until the issue is fully resolved, and I do not think it is fully resolved until an agreement on restitution is reached.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To point (1) We cannot request an Businesses to change their business policies or their business operations. To clarify - HBO should cease advertising online services for [redacted] via online viewing if the service does not work, and make detailed revisions to their website, terms and...

conditions, and advertisements to remove this branding, unless they establish an actual customer support department for their website, rather than having customer support that is only proficient in the mobile application. To point (2) Desired Outcome Statement. HBO needs to provide either a working website, the removal of advertisements for viewing thru their website, or offer another alternative where I may use their service other than the mobile application that does not require the purchase of additional equipment. If this cannot be done, they either need to provide the additional equipment at no cost or create a method where I can seek recompense, other than forwarding all billing issues to a third party that will not assist.

·         4/**/2017 – HBO NOW CS Team resolved the Customer’s request·         4/**/2017 – HBO NOW CS Team followed up with the Customer via the phone number provided and left a message   ...

     confirming resolution.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  I spoke to an HBO representative on the phone about this issue and she didn't  say it was the way the discs were supposed to work. She said she would send me a new set of disks. And there was no explanation with the return I received.   Also, I have used other HBO blue ray discs that have had the start over where you left off feature.  I do recall that early in the history of Blu ray movies, some of them didn't have it, but they offered work around solutions.  In any case, I don't think anyone wants to watch a long series on Blue ray discs that doesn't have this feature.  Every time I turn an episode off, I have to start at the beginning of the disc and fast forward when I go back to it.  That's aggravating and a ridiculous waste of time.  HBO should have warned consumers of this problem.  I am stuck with an expensive blue ray purchase that I am never going to watch.I want my money back so I can buy the series in regular DVDs.  Or HBO can just exchange what I have for DVDs.  But I don't want to return the Blue rays again unless they provide return postage.  I had to pay $8.00 the last time.The bottom line.  HBO customer service is terrible.  I won't forget it, and I hope that the people who read this on the Revdex.com website let other people know too.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.Thank you for doing that. 
Sincerely,
[redacted]

We recently received a letter from the Revdex.com regarding a consumer who purchased a disc which he believed to be defective and sent in for a replacement to the HBO Home Entertainment Customer Service team. The issue persisted with the replacement disc he was sent back, although in...

Consumer Affairs we did not receive any further correspondence from this consumer indicating such. Upon receipt of the Revdex.com complaint, we further researched this issue with the appropriate department here at HBO. We’ve discovered that the functionality in question does not constitute a defective disc, but rather is a simple functionality that is not provided on HBO Blu-rays. Below is the explanation of the issue which this consumer believed was a defect. The “Smart Resume” functionality that allows a Blu-ray player to cache data on where a viewer left off in the program is an optional feature of the Blu-ray disc spec. HBO does not currently include this functionality in the Blu-ray Java code used to program our products due to the overall complexity of our core code. Other methods of programing Blu-ray discs do include this functionality as standard however the end result is ultimately dependent on the BD player so results can vary. The BD-Java code that HBO does employ allows for greater creative and interactive flexibility and a richer experience that other programming methods do not allow. We apologize for any confusion this may have caused, but are confident that the discs this consumer now has are sufficient in their usability. Please do not hesitate to reach out to us with any further questions. HBO Consumer Affairs ###-###-#### [redacted]

Pertaining to this issue, the HBO NOW team collectively agreed that the best approach was to provide Drew with a refund. We have reached out to [redacted] to help facilitate the request; a month’s refund has been reinstated for the consumer by [redacted]. We believe in this particular circumstance, [redacted] would not have cancelled [redacted] subscription without his consent/authorization. This is assuming that his credit card information was valid and he was not in payment arrears. Please do not hesitate to reach out with any additional questions. HBO Consumer Affairs [redacted]

To whom it may concern, Thank you for bringing this issue to our attention. HBO Now Customer Service in turn got in touch with the Roku team, who issued this consumer $29.98 in service credit for HBO Now through his Roku device. An email was sent containing this information on August **, 2016. We...

believe this issue is now resolved, and can provide history of our correspondence with this consumer upon request.  Please do not hesitate to reach out with any additional questions. HBO Consumer Affairs [redacted]