Unboxed... customer service... WHERE?!?!

[cwoody222]

So.... I blame TiVo.. where the **** does one go for Amazon Unbox customer support.

I wasted $9.99 on a movie tonight that was downloading SOOOOOO slow so I cancelled it. I want my money back. I tried to watch while downloading only to be told I couldn't. God dammit, Amazon's site SUCKS for digital help... seriously... where do I turn for help? TiVo? Amazon? Neither? Am I up ****'s creek?

I "cancelled" the download... but how can I be sure I get my $10 back?

It's not like I can find any sort of contact info for either organization...........

[DaveLessnau]

Amazon's the place to contact. In the upper right corner of any Amazon page, there should be a link to "Help." Click on it. There's all kinds of help/contact information there.

[gonzotek]

So.... I blame TiVo.. where the **** does one go for Amazon Unbox customer support.

I wasted $9.99 on a movie tonight that was downloading SOOOOOO slow so I cancelled it. I want my money back. I tried to watch while downloading only to be told I couldn't. God dammit, Amazon's site SUCKS for digital help... seriously... where do I turn for help? TiVo? Amazon? Neither? Am I up ****'s creek?

I "cancelled" the download... but how can I be sure I get my $10 back?

It's not like I can find any sort of contact info for either organization...........Dave's right. The help pages (amazon.com/help) all have a section on the right hand of the page for contacting Amazon by email or phone. All of the reports I've seen so far have said that Amazon was generally helpful in getting Unbox issues resolved to the customer's satisfaction.

[rdrrepair]

I had a small problem and clicked on the Amazon UnBox help link - I entered my phone number and when I hit send my phone started to ring - Amazing! The exact second you hit send your own phone rings? :confused:

Wow, I was talking to someone from Amazon in less then 10 seconds and it took then >2 min to straighten everything out. :up: :up: :up: :)

I don't want to piss up a rope with you but geez,,, calm down a bit. It's just a program. Rest assured, they'll straighten it out. Watch the language. :down:

Click on this link and sign in - this will take you to the magic phone ringing page.

https://www.amazon.com/gp/help/contact-us/call-me.html/103-7158153-5130209?ie=UTF8&nodeId=508510

You must allow pop-ups for the screen to appear. It really is very painless.

[mtchamp]

How slow was your download going? I've always ordered them from work and had them on my TiVo when I got home. I estimate it took about 90 minuets for a 2 hour movie on my Comcast broadband connection. I've been very satisfied and like was mentioned, Amazon has called me right back when I clicked on the help link.

[rdrrepair]

How slow was your download going?Good point! Try this site and report back your speeds.

www.speedtest.net

http://www.speedtest.net/result/119424779.png (http://www.speedtest.net)

[davezatz]

I've always ordered them from work and had them on my TiVo when I got home. I estimate it took about 90 minuets for a 2 hour movie on my Comcast broadband connection.

I have Comcast too, not even the lowest speed plan. My download times have been pretty slow, definitely less than real time. Xbox 360 movie downloads have been much faster.

[CrispyCritter]

I have Comcast too, not even the lowest speed plan. My download times have been pretty slow, definitely less than real time. Xbox 360 movie downloads have been much faster.I got faster than real time downloads the first two times I downloaded; they've been about 25% slower than real time since then. I've attributed it to Amazon - most of my later downloads were on Friday late afternoon/evening which I imagine is peak time for the unbox servers.

[rdrrepair]

I'd like to know if the OP was successfull in contacting UnBox customer support and how he was treated by them. It would be nice to have a follow up on the response to his problem. It might also help someone decide if UnBox is fair or foul and if they should give it a go.

So Chris, how did everything work out?

[mtchamp]

After a few more posts on downloading speeds, I can see now that initiating downloads from work at around 1pm will probably get you some of the faster speeds. Of course it makes no difference if it's a little slow at that time, I'm not home to watch it anyway. Some people are just going to use VOD because they didn't plan ahead or don't care to.

I really like my Amazon Unbox experience so far. I've purchased more than a dozen movies. One big problem for purchased downloads is one of the movies is not available in my library to re-download because of a change in licensing with Amazon. Well of course this is not good at all, I have to make sure I never delete it off my TiVo and I can't use MRV with it and TiVo-To-Go. The placeholder is there but the movie title is unknown. The movie was "The Climb" and it may or may not become available for re-download. Amazon is going to have to make sure once a studio agrees to allow downloads to be purchased, the studio can't pull it from libraries for re-download for any reason.

The most important thing Amazon needs to do to make this movie downloading service take off is a monthly subscription for rentals and be competitive, and they need to do HD downloads. Continue to make it all very easy and convenient as in features that allow me to order movies from work and save my purchased downloads in my personal library for re-downloading. Amazon needs to allow purchased movies to be MRV and TTG capable and the same for rentals until it expires. They need to treat us like honest paying customers and allow us to move the purchased content more freely and easily.

[dswallow]

The placeholder is there but the movie title is unknown. The movie was "The Climb" and it may or may not become available for re-download.
Did you get an official response from Amazon about this situation?

[mtchamp]

No, I never complained to them directly. Someone else here on the forum had a similar problem and the response from Amazon was a licensing issue that caused the movie to be unavailable for re-download. So I can only guess whenever a movie is no longer available for purchase and it's in your library, you are out of luck.

I thought an actual copy of the purchased download was being saved for me on Amazon's servers like a back-up, but that appears not to be the case. I'm flying blind here, because I just bought the 2 $5.00 movie purchases for Spider Man and added more to my library.

So far it's only been one movie, so I havn't pursued it, but it does put a damper on enthusiam for future purchases when possibly some could disappear out of my library. You do get that first download, but in the case of my missing movie, that happened within one day and I had no opportunity to download it to any other devices.

It is something that needs to be clarified and fixed. This is the perfect service for me because it's so easy. This re-download exception with regard to licensing arrangements is the only drawback and I don't like fighting about it because they should know better. Now, because of this re-download problem, purchasing digital downloads are not so easy. I don't want any hassels, I don't want to worry about back-ups I have to make myself and buy more hard drive space. Either I use it or I don't. I can only tell you I'm not as enthusiastic about looking for new releases to purchase and I won't do rentals unless they start up a monthly subscription service. I still like Amazon Unbox and look forward to improvements.

[dswallow]

No, I never complained to them directly. Someone else here on the forum had a similar problem and the response from Amazon was a licensing issue that caused the movie to be unavailable for re-download. So I can only guess whenever a movie is no longer available for purchase and it's in your library, you are out of luck.

I thought an actual copy of the purchased download was being saved for me on Amazon's servers like a back-up, but that appears not to be the case. I'm flying blind here, because I just bought the 2 $5.00 movie purchases for Spider Man and added more to my library.

So far it's only been one movie, so I havn't pursued it, but it does put a damper on enthusiam for future purchases when possibly some could disappear out of my library. You do get that first download, but in the case of my missing movie, that happened within one day and I had no opportunity to download it to any other devices.

It is something that needs to be clarified and fixed. This is the perfect service for me because it's so easy. This re-download exception with regard to licensing arrangements is the only drawback and I don't like fighting about it because they should know better. Now, because of this re-download problem, purchasing digital downloads are not so easy. I don't want any hassels, I don't want to worry about back-ups I have to make myself and buy more hard drive space. Either I use it or I don't. I can only tell you I'm not as enthusiastic about looking for new releases to purchase and I won't do rentals unless they start up a monthly subscription service. I still like Amazon Unbox and look forward to improvements.
Do you have a second TiVo receiver? If you do, or if at some point in the future you accidentally delete the movie from your receiver, I'd like to conduct an experiment with it. I'd send you a special version of Unbox On Demand (http://www.unboxondemand.com/) to use to re-download the purchase and see if we can get it to download again.