|Offer empathy statement and ask for the name of the title.||I'm sorry your having trouble playing [Name of title]|
|Aask probing questions: Ensure Zendesk is properly documented. Always include SD/HD, Rent/Buy version, device model info, etc||• Are you getting a specific error message with this code?
• Are you using a pc or device
• If a device: What type of device or you using?
• What is the model?
• Are you having trouble playing other titles as well?
• Have you tried playing it on a PC or another device?
Recommend that the customer try watching it from a PC
or other connected device
If the customer is unable to watch title from a PC or other device
(or just to provide context for the customer)...
Our engineers are aware of the problem and are working on a fix.
store credit for the amount that was lost.
|IMPORTANT NOTE||If the customer does not want store credit & request a refund. Please process the refund.|