Sorry for long email..... This was my conversation with Hulu.****Thank you for reaching...

GetHuman2428407's customer service issue with Hulu from March 2019

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The issue in GetHuman2428407's own words
Sorry for long email..... This was my conversation with Hulu.****Thank you for reaching out to Hulu’s Customer Support. As requested, the transcript from our recent conversation is below:*Chat Started: Sunday, March **, ****, **:**:** (-****)**( *s ) HuluBot With Payment Slider: Hi! I'm HuluBot. Hulu's first automated service chatbot.**I'm new, but I can help with some common questions. Pick an option below to start*( *s ) HuluBot With Payment Slider: *ChatWindowMenu:I'm having trouble with Home,Update my payment information,I need troubleshooting help,I want to see more options,Chat with an agent**( *s ) Stephen Chavez: Chat with an agent*( *s ) HuluBot With Payment Slider: Let me find an agent who can help*( *s ) HuluBot With Payment Slider: There's a * minute wait. Would you like to chat with them?*( *s ) HuluBot With Payment Slider: *ChatWindowButton:Yes,No**( **s ) Stephen Chavez: null*( **s ) HuluBot With Payment Slider: Great. They will be with you as soon as possible :)*Agent Chatbot successfully transferred the chat to button HuluBot**Chat Started: Sunday, March **, ****, **:**:** (-****)**Chat Origin: HuluBot**Agent Davida N**Chat Transferred From HuluBot With Payment Slider To Davida N**( **s ) Davida N: Thank you for contacting Hulu on this Hulu happy day!**My name is Davida, I will be your huluigan of the day.*( **s ) Stephen Chavez: I was in an escalated conversation with Max and was disconnected.*( **s ) Stephen Chavez: b***c***-****-****-*f*b-******c*c****( *m **s ) Davida N: Okay I can see if I am able to get you back with him.*( *m **s ) Davida N: May I have your email address and zip code please?*( *m **s ) Stephen Chavez: *****@***.com*( *m **s ) Stephen Chavez: ******( *m **s ) Davida N: Thank you so much.*( *m **s ) Davida N: One moment let me if I can reach him.*( *m **s ) Stephen Chavez: K*( *m **s ) Davida N: Just to be clear your wanting to speak with him about an issue with the DVR?*( *m **s ) Stephen Chavez: Yes.*( *m **s ) Davida N: Okay then. Thank you.*( **m **s ) Davida N: I am going to transfer you over now. Max is with another viewer but Jhovanny will be helping you with the situation.*Chat Transferred From Davida N To Jhovanny R**( **m *s ) Jhovanny R: Hello, my name is Jhovanny R. I'm a resolution specialist here at Hulu. Please allow me some time to read over this chat transcript to better familiarize myself with you inquiry.*( **m **s ) Stephen Chavez: K*( **m *s ) Jhovanny R: I see here you were chatting with Max one of members of the Resolution Specialist team about your DVR inquiry. I'm sorry that he won't be able to pick up where you and him left off but I'm more than happy to assist you with this matter.*( **m **s ) Jhovanny R: It seems you lost the DVR content after the account went on a billing hold, do I have this correct?*( **m **s ) Stephen Chavez: I was watching TV with my wife....when I got a notification from my bank wanting to verify that Hulu was a valid charge. Moments later I received an error on TV saying content unavailable. After verification With bank. Minutes later I signed on to Hulu and transaction funded.*( **m *s ) Jhovanny R: Interesting. So you have a feature with your bank that need your approval for any charges done to that card, correct?*( **m **s ) Stephen Chavez: Not usually. First time that has ever happened.*( **m *s ) Jhovanny R: Okay, because we tried to bill you for this subscription and the bank declined the first transaction. Unfortunately this caused your account to go on to a Billing Hold triggering the deletion of the DVR storage.*( **m **s ) Jhovanny R: I'm very sorry and I wish I was able to restore what was lost on the DVR but unfortunately we do not have that ability.*( **m **s ) Jhovanny R: I would contact the bank when you can and find out why they decline the charge and see if they can avoid this from happening in the future to avoid this happening again.*( **m **s ) Stephen Chavez: As I explained to Max earlier...this issue needs to be escalated. We have over two months of content recorded on the DVR. Since Hulu does not have the ability to restore DVR content.... can you provide access to on demand content for two months without advertisement. I am just asking to receive what has been paid for.*( **m **s ) Jhovanny R: Understood, I'm more than happy to take this feedback and forward it to the appropriate department. Since you raise valid points. But since we do state this will happen in the case that the subscription goes on a billing hold under our Terms of Use we will only be able to issue * week of credit for the inconvenience.*( **m **s ) Stephen Chavez: I don't want compensation. The terms of use are unjust in this situation.*( **m *s ) Jhovanny R: I'm sorry you feel that way.*( **m *s ) Jhovanny R: So in this case you are just wanting to have the ability to be able to watch the shows you lost without commercials or to at least be able to FF or RW through commercials, correct?*( **m **s ) Stephen Chavez: I am put in a difficult situation here. The only way for me to access the content that I paid for and had saved is to purchase seasons of shows which would be very expensive.*( **m **s ) Stephen Chavez: Yes, that would be an ideal resolution.*( **m **s ) Jhovanny R: What are a few names of the shows you lost?*( **m **s ) Stephen Chavez: The Middle, Big Bang Theory, Sheldon this is us. Many more... My wife watches a lot of tv*( **m *s ) Jhovanny R: Thank you for this info.*( **m **s ) Jhovanny R: Let me see if we offer this content under our no commercial streaming license .*( **m **s ) Jhovanny R: Unfortunately the only show I'm seeing here that you will be able to watch commercial free is "This is us". All the other shows are brought to you by the Network Ondemand which you get with Hulu Live. We have no control over ads with these shows.*( **m **s ) Jhovanny R: The only solution here will be to have you set these shows to records again that way you have the option to FF through the commercials.*( **m **s ) Jhovanny R: I'm very sorry Mr Chavez, I wish we had another option for you at this time.*( **m **s ) Jhovanny R: But please keep in mind that I will be submitting your feedback to the correct channels in hopes you make a few changes with our DVR feature.*( **m **s ) Stephen Chavez: I am really trying to hard to remain a Hulu customer. I have been happy thus far. Paying $** a month is a lot to just lose all of my saved content within minutes while I am actively using the service.*( **m **s ) Stephen Chavez: It doesn't seem that Hulu really cares about my situation.*( **m *s ) Jhovanny R: I can assure you we do care of about this situation but the fact of the matter is that we do not have a way to recover this lost DVR content and most of the shows you are wanting to watch without commercials we do not have the rights for them. Now I do see that we have room to improve here that I agree and for that I'm very sorry to have to disappoint you with the this options.*( **m **s ) Jhovanny R: In the meantime this feedback wont go unnoticed I can assure you of this. But we also want you to make sure this does not happen in the future. So while we work on improving our DVR feature please contact your bank and address whatever caused the payment to be declined so that this does not happen again.*( **m **s ) Jhovanny R: Please let me know if you have any other questions, comments or concerns.*( *h *m **s ) Stephen Chavez: I appreciate your kind expressions and do understand that you are limited in what you can do personally. I do hope Hulu makes future changes based upon our conversation. I do though, still feel that Hulu has a responsibility in making matters right in this situation. There has to be some kind of alternative options. It is late now, and I do have to go to sleep. I would thought like a member of Hulu corporate office to follow up with me .*( *h *m **s ) Jhovanny R: Unfortunately that won't be possible since I am the highest level of support.*( *h *m **s ) Stephen Chavez: Then I was right. Hulu is not interested in caring for me as a customer.*( *h **m **s ) Jhovanny R: Hulu is interested in caring for the viewer. We the your feedback serious. We are always looking to improve our services and features. I can follow up with you via email if that is what you would like but like I stated before, we are the highest level of support. There will not be anyone else that can follow up with you other than the Resolution Specialist team .*( *h **m **s ) Stephen Chavez: Please provide corporate office mailing address so I can continue a formal written request to be contacted.*( *h **m **s ) Jhovanny R: Absolutely, Hulu***** Broadway, *Santa Monica, CA *****.*( *h **m **s ) Jhovanny R: Is there anything else I can assist you with this morning?*( *h **m **s ) Stephen Chavez: Yes. Since you are the highest level of support, I would also like your direct supervisors name.*( *h **m **s ) Jhovanny R: I'm very sorry but we are not at liberty to disclose that information to our viewers.*( *h **m **s ) Jhovanny R: It seems we have reached an impasse at this point so I will have to disconnect. If you have any future feedback to add please feel free to contact us again.*( *h **m **s ) Jhovanny R: I would like to thank you for taking the time to reach out to Hulu Support today. I hope you have a wonder rest of your day.*If you have any more questions, our Help Center and Hulu Communities will always be there for you. Come be a part of the conversation that redefines TV. Thanks, Hulu

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Customer service issue
Reported by GetHuman2428407
Mar 10th, 2019 - 4 years ago
Not resolved
Seen by 61 customers so far
Similar issue to 37777 others
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GetHuman2428407 started working on this issue
Mar 10th, 2019 9:26am

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