Home Box Office, Inc.

Revdex.com:At this time, my complaint, ID *** regarding HBO Direct has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** *** From: *** *** [mailto:***] Sent: Monday, May **, 10:AM To: Complaints Subject:
Re: You have a new message from the New York Revdex.comComplaint # *** my complaint has been resolved Thank-you, *** ***

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

·         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.

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

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

We received the initial complaint from the consumer on April **, 2015. In the weeks that followed, he followed up with the HBO Now Customer Support team multiple times. The customer definitely confused the situation by logging multiple tickets. Part of his complaint was that he was asked the same question multiple times, but this was largely a result of having multiple tickets. The duration to determine the problem could not be duplicated was too long (May [redacted] – August [redacted]). However, the customer continued to push for a resolution after they were informed no more could be done to assist them. The customer was provided cancellation instructions and advised to contact [redacted] for a refund several times throughout the process. From a trouble-shooting perspective, it appears all known processes were tried: · Clearing Cache · Switching Browsers · Trying a different device (it works on his iPhone 5, just not his PC) · Uncheck hardware Acceleration (no longer recommended) · Had the customers adjust flash settings (no longer recommended as a troubleshooting step) It is assumed this issue was related to low connectivity, as advised by MLBAM (Customer Service Agency), or a specific issue related to his installation of the Windows operating system on his PC. If you need any more information regarding this issue, please contact the HBO Consumer Affairs department directly. HBO Consumer Affairs [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]

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:

 [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]

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]

·         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.

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.

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 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]

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]

To whom it may concern, We recently received a letter from the Revdex.com regarding a consumer whose attempts to activate our HBO Go service on his Samsung Smart TV were unsuccessful. Our team reached out in response to his initial request for assistance, on July **. We regret that the consumer did not find this correspondence to be effective. Since receiving the complaint from the Revdex.com, the HBO GO Team has followed up with the consumer directly on November * with more details regarding the issue he experienced. Upon his response, the HBO Go Team will continue to assist the consumer in order to come up with a solution. We can provide a paper copy of our correspondence with the consumer upon request. HBO Consumer Affairs [redacted]
[redacted]
[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]

First off, I’d like to apologize for the delay in regards to [redacted]’s issue. I wanted to let you know that I credited his account was refunded for his return ($68.90). I called [redacted] on 9/**/14 to let him know that we had processed his refund. Please let me know if you need...

any further information, or action to be taken on this matter.
 
Thanks,
 
[redacted]

Review: On 12/**/2013 I ordered several items, 2 green pint glasses, 2 red pint glasses, 1 red tumbler, and 1 tshirt. Store website stated it took 1-3 days for items to be shipped, as of 12/**/2013 I had not received a shipping confirmation, I contacted the company via their "contact us" link regarding a tracking number and when my order was to be shipped, as the shipping option I selected stated I would receive my items in 3-7 days. I received a response on 12/**/2013, and was told regarding 1 of my pint glasses and my tumbler "I see that this was listed as "In Stock" at the time you placed your order" I was also told "have not yet shipped because unfortunately they are on backorder. I'm afraid that at this time we do not have an expected ship date for this item, but please rest assured that your order will be shipped as soon as the backordered products are returned to stock." I inquired as to why I had to contact them to find out why I hadn't heard anything and only then did they tell me something was on back order, I received an email stating they apologized for the inconvenience, but still I had not found out when my items would be here. I then got an email on 12/**/2013 stating my items had shipped, later that day on 12/**/2013 I received an email saying part of my order was canceled. Since I NEVER cancelled my order and I was told "rest assured" regarding my items being shipped, I contacted the company immediately, and was told the item was now sold out. I feel as a customer I should not have to be constantly contacting the company when it was there error that caused this situation, I was supposed to receive my items in 3-7 business days, its now been **, I called the company today 12/**/2013 regarding what was going on and was told my items would be here the **, when I inquired about what was going to be done to prevent this from happening in the future the representative said nothing for awhile and then repeated the same information regarding apologizing for the inconvenience and my items would be here the **, I stated I wanted to file a complaint and asked if I filed that with him or another department, he said with him, so I requested something via email, confirming I had filed a complaint and it had been sent to corporate , the representative then started laughing and stated he would put in a request for me to be emailed. I have been mortified by the negative quality of the customer service I have received, I ordered my items the 1st and they wernt shipped until the 10th, one item was cancelled without my knowledge or my consent after I was told I will receive my item as soon as it was back in stock, I was basically mocked by the gentleman who was the phone representative by him laughing when I stated I would like a response regarding my complaint via email, I was told my shipping time would be between 3 and 7 days, and its now 16 days later and I still don't have my items.Desired Settlement: I would like a sincere apology letter, and I feel like I should have been or be offered a comparable product at no charge since mine was not available even though when I ordered it, it stated it was in stock, then I was told it was only on back order and I should "rest assured, my item would be shipped as soon as it was in stock"

Consumer

Response:

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,

Review: I returned an item I purchased from the HBO Shop online on 6/**/14. I heard no news from HBO until 7/** when I called to check on the status of my order. They indicated no refund had been processed and then claimed to process the refund that day (I have a confirmation email from this). However, I am still yet to receive any refund to my payment account. I have called HBO no fewer than 8 times to discuss this matter and each time I am told that the phone department cannot help me and that they must refer the ticket to "the accounting department." It has now been close to 3 months since my return and I have received no additional clarity from HBO or any actual refund.

My order number was: [redacted]Desired Settlement: I would like a refund of $68.50 for the returned item to be processed.

Business

Response:

First off, I’d like to apologize for the delay in regards to [redacted]’s issue. I wanted to let you know that I credited his account was refunded for his return ($68.90). I called [redacted] on 9/**/14 to let him know that we had processed his refund. Please let me know if you need any further information, or action to be taken on this matter.

Thanks,