Film-Tech Forum ARCHIVE: Deluxe-Technicolor CS Now in India

This is topic Deluxe-Technicolor CS Now in India in forum Digital Cinema Forum at Film-Tech Forum ARCHIVE.

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Posted by Steve Kraus (Member # 476) on 10-22-2019, 05:13 PM:

Deluxe-Technicolor customer service seems to be located in India now to serve you better!

I wonder how many got laid off.

Posted by Carsten Kurz (Member # 5396) on 11-01-2019, 03:57 PM:

Hmm, I just inquired at the common MPS KDM support contact why we haven't received KDMs for a feature we will be playing sunday noon. (Today and tomorrow are holidays here, and the distributor office is not manned.)

A guy responds back: 'They are pending until sunday'.

I write back: Listen, we DO PLAY ON SUNDAY'.

He answers back 'The KDM will release the movie in time on sunday'.

I can see these KDMs on the MPS support portal (told him that), the creation date is 10/28/2019, and they open sunday morning. But the download function doesn't work, not in Firefox, not in Chrome (HTTP error 500).

I told him now to escalate the issue - and I hope he has been instructed what that word means.

- Carsten

Posted by Steve Kraus (Member # 476) on 11-03-2019, 07:58 PM:

One thing that is really annoying is the "one.bydeluxe.com" site. It worked fine before but now they've made changes that greatly limit what browser it works on. For example, I used to be able to check on deliveries on my iPhone but that no longer works (several different browsers).

I don't care what level of complexity may exist on the server side but the user end should be functional on virtually any browser. I don't care if there is background animation or not. One should not need the latest and greatest to view the site. Facebook does that especially the mobile version because the children who code the site always have the latest toys and and it's extremely annoying.

Posted by Annli Com (Member # 8266) on 11-03-2019, 10:16 PM:

I Tried ,
Currently the new sites work only opera browser, and injest letter available only after issue the KDM.

Posted by Jim Cassedy (Member # 4115) on 11-03-2019, 10:54 PM:

quote: Steve Kraus
Deluxe-Technicolor customer service seems to be located in India

Geez- - I knew something had changed. 99% of stuff I screen is pre-release
press or industry screenings, often scheduled at the last minute.

I can usually handle content or KDM delivery issues via e-mail, but
about 10days ago, I was getting nowhere resolving a "missing" DCP issue
via e-mail, so I called the Deluxe Technicolor support number.

I could tell I'd reached some sort of 'call center' environment because
there was a lot more background noise & chatter going on than I was
used to hearing when I called them.

The agent was also obviously (to me) working from some sort of 'script'.

I was missing a DCP for a 10am screening on a Tuesday morning.
It was somehow "lost" in transit.

The agent kept assuring me that they had 'expedited' shipping a new DCP
to me, and that I would have it "no problem" by 4pm Tuesday afternoon.

I just couldn't seem to get the person to understand that getting a DCP
at 4pm Tuseday that I needed before 10am Tuesday wasn't going to work.

I finally gave up & informed the client who had booked the event, and
I guess they worked with the studio to find another copy of the DCP that
was sitting somewhere here in The Bay Area which they sent over to me
via a private courier, early the next morning, in time for the 10am event.

. . and, over the next couple of days I wound up with THREE MORE copies
of the same DCP, sent by Deluxe, which by that time I didn't need.

Posted by Sarah Treichel (Member # 10857) on 11-04-2019, 09:38 PM:

Is that why no ingest letters for Last Christmas or Doctor Sleep at one.bydeluxe.com?

Posted by Sarah Treichel (Member # 10857) on 11-08-2019, 02:25 AM:

And of course the run time on IMDB was way off. Now I've got Doctor sleep scheduled 2.5 hrs apart when it's actually 2.5 hours long.

Posted by Carl Martin (Member # 1146) on 11-09-2019, 03:03 AM:

quote: Steve Kraus
One thing that is really annoying is the "one.bydeluxe.com" site.

hear, hear!

the previous deluxe portal did what it needed to do and did it quickly. i kept using it after the new "one" came along as long as it remained live.

the new interface is slow and counterintuitive. it makes me change the damn password every month or so. i have to write it on the wall so others can use it if need be. what the hell for? is someone offsite going to try to steal our kdms?

Posted by Justin Hamaker (Member # 2165) on 11-09-2019, 04:06 PM:

I've definitely noticed. The biggest problem is they have lost institutional knowledge. The people answering the phones now don't know nearly as much about the issues we're going to call about. They are not as knowledgeable about current titles. I've called several times to ask about a movie which is a sequel and they started giving me information about the original, or a previous version.

quote: Carl Martin
the new interface is slow and counterintuitive. it makes me change the damn password every month or so. i have to write it on the wall so others can use it if need be. what the hell for? is someone offsite going to try to steal our kdms?

It also misses several opportunities to be more user friendly. When you click on a title it should give you the option to download the ingest letter, as well as show you run time, credit offset, and so forth. Users shouldn't have to go to a separate link to download the ingest letters.

Posted by Brad Miller (Member # 2) on 11-09-2019, 05:48 PM:

Deluxe is setting records for being awful today.

We have two different clients that each had a server media block failure yesterday and the TDL change was submitted (and confirmed received via auto-responder) by Deluxe 18 HOURS AGO. [Mad]

All of the other KDM providers responded timely and efficiently. Deluxe on the other hand has not answered any email and when calling their phone line we either get a busy signal or it rings forever.

HEY DELUXE, COULD YOU PLEASE DO YOUR JOB??? YOU ARE COSTING THESE THEATERS REVENUE!

Posted by Steve Kraus (Member # 476) on 11-17-2019, 08:02 PM:

By comparison, phoning Cinevizion (the new kid on the block) is like a breath of fresh air. They are the new Team Orange.