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May 23 2012

My Support Ticket to Hulu

I have worked in IT as a job since 1999 and I have witnessed some of the greatest support tickets. I say greatest, because they were the worst descriptions to the problem and gave no information for us to help them. However, they do give IT departments items to hang up on the walls!

“My computer is broken, can you fix it?” (There was a laptop attached and left in the IT Dept)
Fix what?
“I turned my computer off and when I turn it back on, the error is still there!?!?”
Are you sure you didn’t shut off the monitor?

When submitting a problem or a bug, you need to be as descriptive as possible explaining all of the important details that will result in a faster resolution from support. I am not saying that even mine are as descriptive as they could be, but I try to give as much as I can but in reasonable amount of time. As a customer, the following is an example of a good (not exceptional) bug report.

The following was a bug that I submitted to Hulu and their response.
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Under “Browse TV”, the bug happens for “TV Shows with Full Episodes”, “All TV Shows” and “Networks”. The bug is on the Wii version since I compared it with the PS3 version and it works as intended.

If you are scrolling through the shows in the list and you go from the last item in the list and continue on (and takes you back) to the first item in the list, the “Title”, “Category” and the current record you are on, do not change. They are stuck on the last item in the list, but the image shows up correctly for each iteration. Now, go back to the end of the list and keep scrolling and the information is correct. Go back to the first item (where it was incorrect) and if you then go into the landing page for that show, and then go back to the list, the information for that show is now correct. However, if you then keep scrolling, the show that was correct is now the show it is stuck on. Finally, if you go back to the last item in the list, the scrolling works correctly.

I hope this helps! If you need more information to help you solve this bug, please let me know.
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Hi Timothy,

Thanks for letting us know that Wii bug in such great detail. I’m sorry if it troubled your user experience in anyway. I’ve forwarded this to our the appropriate team, and they’ll investigate it ASAP.

It’s emails like this that really help us improve things, so if you happen across anything else, don’t hesitate to let me know. Thanks again for getting in touch with us.

Thanks,
Baris
Hulu Support

About the author

Timothy Haroutunian

Timothy Haroutunian is a ServiceNow Cloud Implementation Specialist at Acorio. ServiceNow is an IT Management solution that allows for a complete view of your IT and physical environment.

Permanent link to this article: http://www.armenianeagle.com/2012/05/23/my-support-ticket-to-hulu/

1 comment

  1. Akülü İstif Makineleri

    Biz Massachusetts şaplak yasaklamak ülkedeki ilk devlet olmaya çalışıyor ilginç bir mesaj today.Here ‘nin hızlı bir alıntılara tökezledi blogosphere bakarken. Ben çocukları dövüyor değil katılıyorum, ama ben bunun yasaklanması gerektiğini sanmıyorum. Yani, devlet her spor takımı hapse atılmış olacak demektir. Tabii ki bir şakaydı,

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