Resolved: Hulu - Service Changes w/out Notice to Customers & Repeated Poor Communication & Executive Level Customer Care
Update by user May 04, 2017
I cancelled Hulu Service, so guess could say 'resolved.'
Original review posted by user May 03, 2017
THIS POSTING CONTAINS AN UPDATE FOR ALL HULU SUBSCRIBERS & WOULD-BE CUSTOMERS. FORMER POST: Soood, I no longer keep the electricity draining cable tv box plugged in - better than On Demand tv because NO COMMERCIALS & can watch ENTIRE SEASONS of both great older shows (which grew up wateching in reruns & are so different when viewed in their original chronological order), terrific British tv, as well as contemporary programming.
Only negatives are favorites can 'expire' & be removed from viewing very suddenly with surprise notices, and few recently, few days of technical problems which somehow led them to close down telephone & online support - am treating tbe latter as just a dumb anomaly in 2+ years of subscribing. Otherwise, AMAZING value & truly wonderful customer service. Am contemplating dispensing with the over-expensive cable entirely. UPDATE: HULU does have a Problem with Customer Communication -- call center Personnel are lovely, but any Material Issues DEAD END THERE -- the technical issue shut down several wks ago that led them to shut down the phone lines rather than posting a message on the website, sending out emails, or even just leaving a voicemail message informing customers that the issues they were having would be temporary, was avoidable & irresponsible.
Strike #2 was the dismal directions & info provided to guinea pigs beta testing their new format. STRIKE #3 AND CUSTOMER ALERT! Hulu has severely change the formatting with no warning, or any sort of consideration for the fact that people view it on different types of devices. The new format requires multiple screen changes, is inefficient, doesn't clearly demarcate which programs are new, and fails to give a good overview of even the customer"s own watchlist.
Aside from the failure to communicate with customers for a product that they purchased, but Hulu has now changed, I suggested some options that make SENSE: offer customers the option to customize their View by selecting or De-selecting categories of Interest. Alternatively, posed giving subscribers the option of staying with the traditional Hulu version, or opting for the new larger icon, less condensed, less functional, new version. Since Hulu doesn't respond to emails, and comments left with customer service dead end at the call center level, apparently the only way to reach the mystifyingly poor Executive Decision-makers is to suspend service. So, tonight, both subscriptions that I pay for will be suspended, and if there's no Meaningful response forthcoming from Hulu that suspension will be permanent.
Hulu was a great product - now it's just a source of frustration that I am supposed to pay for -- NOT happening. Hulu Subscribers unite!
Product or Service Mentioned: Hulu No Commercials Subscription.
Reason of review: Is there a category tnat includes 1,2,3,6,7,9 &10?.
I liked: Hulu product prior to may 3.
I didn't like: Hulu rolling out defective update, Disregarding beta tester feedback, Unresponsiveness to complaints, Conduct when technical problems, Uncaring attitude to complaints.