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VideosZ (4)

messmer (137) 03-28-09  12:53pm
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Efficient Customer Support Wanted!

I have had a problem downloading some of Videosz DVDs because, even though I am properly signed in and can download most other DVDs (scenes) without a hitch, there are some videos that will pop up a screen asking me to sign in again with my username and password.

I went to their self-help section, informed them of the problem and got the reply that it might be that I was trying to sign in incorrectly!!!

My reply was that I WAS signed in when this happened and was hoping for an explanation from Videosz why I was asked for the information all over again from WITHIN the site.

In reply I got an email that quoted my reply to their confused attempts to "help" me first time around and asked me to resubmit it properly through customer self-help and not through an email.

No attempt to be courteous or apologetic and if the person responding had paid closer attention to my original question in the first place there would not have been a need for a further email and explanation on my part.

So, thumbs down when it comes to customer support for their inability to interpret calls for help properly and for their indifference.

It's enough to stop me from re-subscribing in the future. I like support persons who appreciate my custom.

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Comment Replies (4)

Replies to the user comment above.

Msg # User Message Date

1

james4096 (126) Sorry to hear about the customer service problems you are having. I just rejoined for the first time in a few months and haven't had any problems (yet). I guess even our most highly rated sites are not without problems.

Were you able to fix the problem and watch the videos? I'm thinking it might have to do with DRM. I guess the site used to use DRM and some of the older videos still have it. Only one video I download last year still had DRM. I couldn't figure out why I couldn't watch it on my xbox.

I bet somebody else here knows what to do.

03-28-09  02:21pm

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2

Clement (18)
Webmaster
Hey,

Im sorry you didnt get a proper response from our customer support. Can you tell me the videos you were trying to download, the ones that were popping up a user/pass window?

BTW, we disable email support, just because we had around 10k fake emails/spam per day, so we ended up missing a lot of emails. Thats the reason why we request our members to use our customer support form.

Let me know about those vids.
Thanks a lot and sorry for the inconvenience.

03-28-09  02:39pm

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3

messmer (137) REPLY TO #1 - james4096 :

No problem with about 90% of the videos I download but with the other 10% I get that little screen popping up requesting my log-in information all over again. I doubt that DRM had anything to do with it because it happened to me with a couple of new ones they just put up as well.
03-28-09  03:58pm

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4

messmer (137) REPLY TO #2 - Clement :

Sorry Clement but I didn't pay any attention to the titles after the screens popped up. As I told your support there were enough videos that worked to keep me occupied so I wasn't going to worry about the 10 percent that didn't. I was just curious what the heck was going on, how could this happen after I had signed in and downloaded a few videos already without a hitch.

The one thing (actually two) that got my goat was this: I spelled out very clearly to your support that this happened after I had successfully signed in and then got a response that I should make sure that I look out for capital letters etc. because they might stop me from successfully signing in! Did he read my whole question at all?

When I clicked on reply to state once again that this happened WITHIN the site I got the non-helpful reply that new policy demanded that I go to self-help again and resubmit. I mean here was support reading my reply knowing exactly what I was talking about, knowing that my email was NOT spam yet rather than give me a quick answer he sends me back to self-help!

I do appreciate that you keep an eye on things, so thanks for that and for your courteous explanation.

P.S. I'll start making a list of the videos that give me trouble.

03-28-09  04:09pm

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