Home Box Office, Inc.

Review: I preordered a Funko Legacy Collection Tyrion Lannister Exclusive figure from the HBO shop website. On their website, before I ordered, it stated it would ship out on the following monday, July ** 2014. This was the only reason I ordered it, because of the availability. Nowhere did it say "this is an estimated shipping date". It just simply stated it would be shipped out on the specified date. However that date came and went and I never received a notification that the item had been shipped. A few days later I asked what the problem was, and they said it was backordered. So I checked my original order confirmation and once again it stated that the product would ship on July ** 2014. I inquired several times about the availability of the product, and asked if it would be guaranteed to restock. They never answered that question. I needed to know because I wanted to purchase one elsewhere before the prices on the item increased due to availability. Yesterday, after never being told the product would not be restocked, they cancelled my order. Now I am looking at having to pay $75 plus for an item I paid them $21 for. Yes, they refunded the cost, but due to their practices of selling more than they have, I am now facing a market where the item in question is substantially more due to their inability to sell only what they have and communicate effectively when they do.Desired Settlement: I want this order fulfilled. At whatever cost to the supplier. That is not my issue, it is theirs for selling something they did not have. If they can not fulfill the order as they promised before and upon purchase, I want the difference in the cost supplied so that I can pay the agreed upon price. 75.00 - 21.00 = 54.00

Business

Response:

We offered an exclusive item for the Game of Thrones Comic Com event. Unfortunately the popular item was over sold. We were not expecting this item to sell out so quickly and so we tried everything possible to get more so we could fill the orders but we just couldn’t get more, we exhausted all options possible.

[redacted] made contact with us via email and our agents responded with detailed responses about the order being on backorder and that this did not guarantee delivery. Then we sent a final email notifying that the item as not going to be available and we offered an appeasement on a future order.

I wrote [redacted] personally from my corporate email address explaining this again and I again offered an attractive discount of a future order, I have yet to hear back from him.

Review: I signed up for there free trial service, I am trying to unsubscribe before I get billed and finding it impossible. I tried to send an E Mail to the site they offer which is ( [redacted]) but it was unable to be sent.I also tried to reach them at ###-###-#### , stayed on hold for 30 minutes no one picks up the phone and you cant leave a message. I feel like either they are very disorganized or I am being scammed. I am concerned because they request your credit card info. to get the free month. Could you please look into this situation and if possible send me an E M ail so I can unsubscribe. Thank you [redacted].Desired Settlement: DesiredSettlementID: Other (requires explanation)

I need to find a way to unsubscribe to their service and let others know to be aware of this problem.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding HBO Direct has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted] From: [redacted] [mailto:[redacted]] Sent: Monday, May **, 2015 10:28 AM To: Complaints Subject: Re: You have a new message from the New York Revdex.com. Complaint # [redacted] my complaint has been resolved Thank-you, [redacted]

Review: On July **, 2015, at 1:38 am, I informed HBO, via email (ref # [redacted]), that HBOGO on my Samsung Smart TV did not work. The issue is the system will not stay activated. Each time I want to watch HBOGO I must login and activate the service. If it activates, it only will work for maybe 48 hours. Then I go weeks trying to activate the program, almost daily, with very, very minimal success.

Prior to reporting the issue, I tried for three weeks to activate the system by following the prescribed protocol by HBOGO activation. HBO help center responded on July **, 2015, at 10:14 am, referring me to their website, [redacted]. I followed the instructions given on the website on July **, 2015. The issue was not resolved and I emailed HBO help center once more. On July 27, 2015, HBO help center responded and directed me to [redacted]. The difference for this link was to insure my SmartTV is compatible and to download a newer version app. My TV is compatible and I successfully downloaded the app. The system worked until August *, 2015. At 10:20 pm, August *, 2015, I emailed the help center informing them I was experiencing the same issue. I have emailed HBO help center several times since August *, 2015, (August *, 2015, August **, 2015, August **, 2015) requesting a resolution. Since August *, 2015, to filing this complaint, September *, 2015, HBO has ignored my emails. I am denied a service I pay for monthly through my cable company.Desired Settlement: HBO has a responsibility to respond to the request for service and resolve the issue which I pay for. The desired outcome is resolve the issue so I can enjoy HBOGO on my SmartTV

Business

Response:

This complaint is about HBOGOfrom someone in Detroit. We do not provide service in Detroit, and HBOGOis something that is administered by HBO. I am not sure why the Revdex.com sentthis to us other than there was a link between [redacted]. and HBO. But we cannot address this issue – HBO handles its own complaints, and he isnot even a [redacted] customer. Please redirect this to the propercompany.

Business

Response:

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]

Review: On August **, I placed an order with HBO for several movie documentaries. I am a college instructor and wanted to use the movies as part of my course. By September *, 12 days later, I had not received the order. I contacted HBO and was told that the order was bundled, that one of the movies had not yet been released, so I would not receive any of the movies until its release date in late October. I was told they would try to separate the order so that I would receive the movie I needed immediately. I was further told they would email me within 72 hours as to whether this would be possible. I was never emailed. After several more days of waiting, I had no more time. I needed one of the movies for the unit I was teaching. I ordered it through another source with the intention of contacting HBO to cancel my order. I contacted HBO today and was told I would not be able to cancel my order. I was shocked. I was told once again that they would contact the vendors and see if they would allow me to cancel my order! What??? If I order an item that has not yet been delivered to me, I expect that I should be able to cancel that order and have refunded to me any monies taken from my account. That is precisely what I want now, and I want it done immediately.Desired Settlement: I want my order cancelled and any monies taken from my account refunded to me--immediately!

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: Incident Report [redacted] - HBONow service is advertised as being available via mobile services thru HBO's proprietary application and via online thru [redacted]. The stated requirements for online viewing is an download speed of 3MBS. Despite having ten times the recommended download speeds, tested at 32MBS consistently, video cannot be played online thru [redacted]. Nine months of contact with customer support has resulted in no resolution of issues with their online service. Contact with HBO's customer support was first taken thru email but then escalated to phone contact with a personal one-on-one troubleshooting session with a service manager. Despite this escalation, HBO Customer Support only offers a single troubleshooting step for online viewing, which did not lead to any resolution and had negative impacts on my overall PC performance, and when speaking with the service manager admits that they are online proficient in mobile applications and have no actual support for their online portal. A company should not advertise a service without being able to maintain and correct issues.Desired Settlement: HBO should either create a customer support avenue for their online portal or discontinue offering this service. HBO does not handle their billing and refers all issues to [redacted] iTunes, who cancelled my subscription without my authorization or knowledge. HBO should offer an alternate method to use their service other than mobile to account for their lack of complete service.

Consumer

Response:

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.

Business

Response:

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]

Business

Response:

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]

Consumer

Response:

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,