Flixster Inc

This customer has been reached out to directly via the email address they provided in their messageWe have come to a resolution with the customer regarding their missing titles and they have also received the titles they were additionally offered as compensationThe customer's issues have now been completely resolved

Initial Business Response /* (1000, 5, 2015/12/10) */
Hi ***,
We apologize for the mix up and delay in getting you a timely resolutionWe found your Flixster account but under an @aol.com email
Can you try logging into ***@aol.com? as opposed to ***@ymail.com
I have
verified the titles for the Hobbit Trilogy are in the ***@aol.com collection
We will have a product specialist reach out to you via your phone number as well to ensure all the titles are there and your account is in working order
Thank you for your patience and support of Flixster!
Sincerely,
Flixster Customer Care for UltraViolet

This customer has been reached out to regarding their four missing titles, which were redeemed on a different account than theirs
An offer was extended for a transfer of those titles to their account to be made along with providing titles of their choosing as compensation and we are currently
awaiting the customer’s response

We have reached out to the customer directly via email to instruct them on how to access their titles and resolve their issue

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2016/01/06) */
Hi ***,
My name is *** and I'm a Sr*** for *** *** Customer CareI apologize for the problems you've been experiencing with your Flixster collection and the support you've received from our Flixster/UltraViolet teamI can
definitely understand how you'd be frustrated
I've reached out to you in a support ticket from FlixsterPlease look for an email from me with Ticket #XXXXX-XXXXXX in the subject lineIn that email I've confirmed that we added your missing movies to your primary UltraViolet accountIt appears that the issue originated from having multiple UltraViolet accounts
I've included additional information in my email to youPlease reply back to that email to discuss this further
Thank you,
***
Initial Consumer Rebuttal /* (2000, 10, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received an email shortly after filing our complaint and they resovled the whole issue quicklyThe representative we worked with with very helpful

Initial Business Response /* (1000, 5, 2015/11/20) */
Hi [redacted],
We apologize for the trouble you experienced with your Flixster collection. We tried giving you a call earlier today to offer some assistance but got your voicemail. We sent the steps below to resolve the issue on ticket...

XXXXX-XXXXXX sent from [redacted]@flixster-inc.com.
The problem is that your Flixster and UltraViolet accounts aren't properly linked. If you relink them, you should have access to all of your movies in Flixster again.
Here's how to relink your accounts:
Sign in to https://video.flixster.com/collection
Towards the top, click "Link your Flixster account with UltraViolet now".
Follow the prompts to sign in to the UltraViolet account associated with your Flixster email ([redacted]@aol.com)to relink.
You should then be redirected to your Flixster collection, where your movies will begin to populate again. If you run into any issues, please reply back on ticket XXXXX-XXXXXX that we sent.
Regarding our contact form, if in the future you need to email us but don't have a redemption code, feel free to just enter "N/A or not available ". You can also send an email directly to [redacted]@flixster-inc.com.
Thank you for your patience, [redacted]. Again, if you run into any issues relinking your Flixster and UltraViolet accounts, please let us know.
Sincerely,
- Flixster Customer Care for UltraViolet
http://support.ultraviolet.flixster.com

This customer has been reached out to and offered assistance with being walked through the process of merging their UV accounts because that may be the root of why they are missing their video collection.
A phone call has been set to take place with the customer within the next 2 days to fully...

resolve the matter.

Initial Business Response /* (1000, 5, 2016/01/05) */
We have reached out to the consumer via ticket #XXXXX-XXXXXX to let her know that our engineers are continuing to investigate the issue reported and that we will update her as soon as possible. We also recommended some alternative services she...

can use to watch her movies and TV shows in the meantime. She is welcome to reply here or to the aforementioned ticket if she has any additional information to add.
Initial Consumer Rebuttal /* (2000, 16, 2016/01/19) */
A senior customer support representative reached out to me about my account issues. The representative was very knowledgable and pleasant to deal with. A much better experience than the previous customer service interactions. As of January 6, 2016 my account issues have been resolved. Thank you

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.
This email comes just days after I looked in my UltraViolet account (and saw all the movies had been added from Flixster). I was going to contact the Revdex.com to share the info.
That said, I accept the offer, however, I do not see the option for TWO ADDITIONAL movies (of my choice). At this time, I am unable to receive emails from the account they used [redacted] so if the email they sent can be forwarded to the address on Revdex.com's file [redacted] I will do the necessary to retrieve the additional movies.
Thank everyone involved for this (it was a nice birthday present:)! And I've already added another movie to my (now named) VUDU account.
Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/22) */
The customer indicated he was able to resolve this on his own. The issue was that he had multiple movie collections and needed to merge them.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)
I was able to successfully resolve the issue using online support.

Initial Business Response /* (1000, 5, 2015/10/12) */
Hi [redacted],
We apologize for the issues you have experienced with the Flixster Service. We tried to call and left a message and also created a ticket and sent a solution to the problem on XXXXX-XXXXXX to your email.
We re-synced your library,...

so if you can try to access your collection again, we believe that the issue your experienced should now be resolved.
If the problem still persists, it would be helpful to know:

- If you can see your movies when logging into https://video.flixster.com/collection on your computer.
- If you're using a mobile device, please let me know the make/model of the device, OS version you are running, and whether you're using the Movies by Flixster app (blue background) or the new Flixster Video app (white background)
- If you're getting any error messages, please provide a screenshot, if possible.
Please let us know by either updating the email we sent (XXXXX-XXXXXX) or update here.
Sincerely,
Flixster Customer Care for UltraViolet
http://support.ultraviolet.flixster.com/

Initial Business Response /* (1000, 5, 2015/09/25) */
Hi [redacted],
We apologize that your ticket closed. We have taken steps to ensure XXXXX-XXXXXX remains open until the issue you reported is resolved.
Our senior lead analyst left a voicemail on your phone and followed up on ticket XXXXX-XXXXXX....

We will continue to provide updates on this ticket as we receive them.
Our engineers continue to work on the issue you reported and we expect it to be resolved shortly.
In the meantime, thank you for re-authorizing your UV Account access to your Flixster Account. We were able to add San Andreas to your collection. We hope you enjoy this movie!
Thanks for your continued patience!
Sincerely,
- Flixster Customer Care for UltraViolet
http://support.ultraviolet.flixster.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally able to get this issue resolved once I got the Revdex.com involved.

Initial Business Response /* (1000, 5, 2015/11/03) */
[redacted],
Unfortunately we are not able to provide a refund for just 1 ticket on a order. We are only able to provide a refund for the complete order and you would need to repurchase the correct amount of tickets.
It looks like on Oct 31...

you called our Customer Service phone number and we provided a refund for your complete order with the amount of $61.95.
If you need anything further please feel free to reach out to us.

Initial Business Response /* (1000, 5, 2015/12/08) */
Hi [redacted],
We apologize for the issues you have experienced with the Flixster Service. We reached back to you on a previous ticket on XXXXX-XXXXXX, providing the steps to help link the proper Ultraviolet Account with Flixster.
We will...

continue to try and get in touch via email on ticket XXXXX-XXXXXX or by phone, but please reply back here or on the ticket to let us know the best time we may be able to get a hold of you to schedule a call to resolve this issue.
A product specialist will work with you to ensure all of your movies are safely in your account and linked properly!
Sincerely,
Flixster Customer Care for UltraViolet
http://support.ultraviolet.flixster.com/
Initial Consumer Rebuttal /* (2000, 8, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much, [redacted] and Revdex.com.
Thank you for your assistance to resolve this issue. All your help was highly appreciated.
The issue with my Flixster's collection was finally resolved at my entire satisfaction, thank you!
Best regards,
[redacted]