Vudu and other services showing movies not in the correct aspect ratio (1 Viewer)

[mike--]

Has anyone noticed that Vudu will randomly have a movie for sale or rent and it turns out not to be in the correct aspect ratio? A while back I bought the 1931 version of Frankenstein in 'HDX' (their version of HD-with special features.) and the image was stretched to fill a 16 X 9 screen. I didn't notify them or pay much attention to it, probably thinking some Millennium uploaded it not knowing anything about aspect ratios. But, a couple of months later it was magically resolved when I checked it, now being in the correct 1:33:1 aspect ratio. I recently bought the Hitchcock classic "Shadow of A Doubt" and it too is stretched to a 16 X 9 image. I wrote Vudu an email on this, but they have yet to fix it. Has anyone else experienced this? I have also noticed that TCM on Sling features a same kind of problem, currently the four "Miss Marple" films made in the 1960's by MGM featuring Margaret Rutherford are all showing in their correct aspect ratio except 1-"Murder Most Foul!"-the correct aspect ratio is 1:85:1 which fills the 16 X 9 screen, however, it is being show in some sort anti-anamorphic stretched image of 2:35:1 ! They have done that for several other films as well. I wonder if they realize what they are doing?

 

[Robert Crawford]

You might find the following link of interest.

https://forum.vudu.com/forum/vudu/g...-The-quot-Incorrect-Aspect-Ratio-quot-Thread=

 

[JPCinema]

"Hatfull of Rain" is shown in an dreadful pan and scan version on iTunes and Vudu. On Amazon I purchased it and it is a brand new gorgeous black and white 2.35 transfer. I bought the iTunes (a big mistake) and thrilled than I bought the Amazon version which is the version that also plays on Movies Anywhere.

 

[Cranston37+]

To me that is a feature of Movies Anywhere - if a film is somehow incorrect at one retailer you can access it at another.

One thing that is nice about digital, too - if something is wrong with a movie a new copy can be uploaded, but if there was a problem with a disc a mail-in recall would have to happen.

FWIW they CAN get things fixed. I remember when Spectre came out it didn’t have any subtitles (which is kind of important with that movie) and after I left a message on their forum they had it fixed by that evening.

As Robert pointed out with that link, that would be the best place to post such things because it’s the only way they’ll see it...

 

[mike--]

You might find the following link of interest.

https://forum.vudu.com/forum/vudu/g...-The-quot-Incorrect-Aspect-Ratio-quot-Thread=

Wow! Thanks for the valuable link,....Vudu needs to get their act together!

 

[mark-edk]

One of the services (I think it might be Fandango) has Around the World in 80 Days (the ultra-wide David Niven version) cropped to 16:9. Movies Anywhere to the rescue, as they also are when there are audio problems (several services have Golden Voyage of Sinbad and/or Wind and the Lion in mono, but you can find stereo or 5.1 with MA).

 

[Scott Merryfield]

To me that is a feature of Movies Anywhere - if a film is somehow incorrect at one retailer you can access it at another.

This worked well for me with The Hustler. I originally bought it from Vudu as part of their "disc to digital" program, only to discover their version was 1.33:1 instead of the OAR. After Movies Anywhere came to be, I was able to watch the film properly via Amazon Prime.

BTW, I complained to Vudu customer service after my initial purchase (and long before MA was around), and Vudu gave me a $5 credit on my account. It took several months, but I finally did get some satisfaction from them.

 

[Todd Erwin]

I sent a list recently to Vudu of the films in my library that have the wrong aspect ratio. They responded that it was the studios' fault, as that is what was sent to Vudu. I find that odd, since they fixed The LEGO Movie in less than a week after getting several complaints.

 

[questrider]

To me that is a feature of Movies Anywhere - if a film is somehow incorrect at one retailer you can access it at another.

I noticed this with We Don't Live Here Anymore. It's OAR is 2.35:1 but it was shot in Super 35 so Vudu has the open matte 1.78:1 version but since my accounts are linked I can watch the OAR 2.35:1 version on Amazon Prime Video.

This is also a case of some films not released on blu-ray having the HD version only available through a streaming service. Luckily I was able to get this particular title for $5 through Vudu's Disc-to-Digital service because I already owned the DVD. But it is even more of a headscratcher that this was eligible to upgrade from DVD to Digital HD yet the aspect ratios don't match since it's 2.35:1 on the DVD and now to watch it "properly" I have to use Amazon's service.

I sent a list recently to Vudu of the films in my library that have the wrong aspect ratio. They responded that it was the studios' fault, as that is what was sent to Vudu. I find that odd, since they fixed The LEGO Movie in less than a week after getting several complaints.

Exactly. In my case above, why would the studio send one version to Vudu and another entirely different version to Amazon? If that's the case then nobody is managing this digital content very closely at the studio level.

 

[Scott Merryfield]

I sent a list recently to Vudu of the films in my library that have the wrong aspect ratio. They responded that it was the studios' fault, as that is what was sent to Vudu. I find that odd, since they fixed The LEGO Movie in less than a week after getting several complaints.

That's Vudu's standard operating procedure for any issues sent to customer support - - blame someone else. I've had terrible luck with their customer service. They make the cable TV and airline industries look good in comparison.

 

[Cranston37+]

To be fair to Vudu though, they DO rely on the studios to supply them with correct copies of movies, so there’s some truth to them saying something might be out of their hands.

 

[Everett S.]

[IQUOTE="mike--, post: 4615090, member: 328507"]Has anyone noticed that Vudu will randomly have a movie for sale or rent and it turns out not to be in the correct aspect ratio? A while back I bought the 1931 version of Frankenstein in 'HDX' (their version of HD-with special features.) and the image was stretched to fill a 16 X 9 screen. I didn't notify them or pay much attention to it, probably thinking some Millennium uploaded it not knowing anything about aspect ratios. But, a couple of months later it was magically resolved when I checked it, now being in the correct 1:33:1 aspect ratio. I recently bought the Hitchcock classic "Shadow of A Doubt" and it too is stretched to a 16 X 9 image. I wrote Vudu an email on this, but they have yet to fix it. Has anyone else experienced this? I have also noticed that TCM on Sling features a same kind of problem, currently the four "Miss Marple" films made in the 1960's by MGM featuring Margaret Rutherford are all showing in their correct aspect ratio except 1-"Murder Most Foul!"-the correct aspect ratio is 1:85:1 which fills the 16 X 9 screen, however, it is being show in some sort anti-anamorphic stretched image of 2:35:1 ! They have done that for several other films as well. I wonder if they realize what they are doing?[/QUOTE]
I noticed TCM started filling the screen after MR. Oborne passed away. VUDU told me they had what they were given, u should see how bad A Star Is Born looks!.

 

[questrider]

Over the holidays I purchased Wicker Park from Vudu in HDX during a holiday sale for $6.99 because it's normally $13.99 and is unavailable on blu-ray. Imagine my disappointment when it turns out to be a 1.33:1 pan-and-scan master that looks like it was transferred from a VHS tape. This is ridiculous considering the film is on DVD in its OAR of 2.35:1 and I have seen an HD master in that aspect ratio broadcast on Showtime and HDNet Movies. I guess I'm glad I didn't bite the bullet for it at its regular price as I was tempted to do so many times over the last year or so. Vudu should be ashamed of themselves for pricing a movie that high for HDX and a few dollars more than SD ($13.99 HDX/$9.99 SD) when in the end the file being streamed is the same resolution and aspect ratio.

 

[Todd Erwin]

Bumping this thread with a recent ticket I opened with Vudu Customer "Care" regarding wrong aspect ratios on two titles, Tropic Thunder: Director's Cut and Charlie's Angels: Full Throttle. These are both presented in 1.78:1 full screen when they should be letterboxed 2.39:1.

This is the response I received from so-called Customer Care:

"Thank You for contacting Vudu Customer Care!

Please note that the aspect ratio of a movie can only be fixed or adjusted on your device (tv/ computer/phone). From our side, we are unable to assist with that. We are sorry for the inconvenience and do appreciate your continued support."

Uh, if this really were an issue with the screen setting on my TV, wouldn't I be having this issue with nearly every single piece of content I watch?

This was my response:

Dear Customer Service,

Please help me to understand HOW the aspect ratio issues with these two movies is caused by my device/TV and not an issue with the video file Vudu is streaming to their customers.

This occurs on every single device I own that has the Vudu app installed and regardless of what TV I have my Roku, Apple TV 4K, or FireStick attached to. If this were a device-related issue, wouldn't I be having this issue with just about EVERY TITLE I OWN ON VUDU?

Let's take a look at "Tropic Thunder" first. Here is a frame grab from the Director's Cut edition that Vudu is streaming:

As you will see, it is in the 1.78:1 full screen aspect ratio. Now, here is almost the same frame taken from the Theatrical Cut that Vudu is streaming:

This is presented in the original 2.39:1 aspect ratio that Director Ben Stiller and Director of Photography John Toll chose for this film to be presented in. When the Director's Cut was available on both Paramount+ and Prime Video, it was presented in the 2.39:1 aspect ratio, the same ratio that the film is presented in on Paramount's Blu-ray release.

Almost the same thing with "Charlie's Angels: Full Throttle." Here is a frame grab from Vudu:

And here is nearly the same frame grab from Movies Anywhere, in the correct 2.39:1 aspect ratio:

Once again, I am not understanding how this is in any way related to my television or streaming device.

I look forward to your response.

Sincerely,

Todd Erwin

 

[Neil S. Bulk]

Vudu won't fix this. I had to jump through some extraordinary hoops to get them to fix two James Bond films after months of dealing with Vudu's customer service.

 

[Scott Merryfield]

Customer service at Vudu is worse than the cable TV or airline industries.

 

[Todd Erwin]

Vudu won't fix this. I had to jump through some extraordinary hoops to get them to fix two James Bond films after months of dealing with Vudu's customer service.

Vudu's customer service is very poorly trained, as evidenced by the initial response I received. I do have a few contacts in upper and executive management at Vudu that I only try to use when I get responses like the one above, but even then it's a crapshoot if they will actually stay true to their word and get something fixed, even after sending follow-ups, but the logjam apparently is with the content team, where requests, even from the executive level, seem to fall into a black hole.

 

[JohnRice]

Bumping this thread with a recent ticket I opened with Vudu Customer "Care" regarding wrong aspect ratios on two titles, Tropic Thunder: Director's Cut and Charlie's Angels: Full Throttle. These are both presented in 1.78:1 full screen when they should be letterboxed 2.39:1.

This is the response I received from so-called Customer Care:

"Thank You for contacting Vudu Customer Care!

Please note that the aspect ratio of a movie can only be fixed or adjusted on your device (tv/ computer/phone). From our side, we are unable to assist with that. We are sorry for the inconvenience and do appreciate your continued support."

Uh, if this really were an issue with the screen setting on my TV, wouldn't I be having this issue with nearly every single piece of content I watch?

This was my response:

Dear Customer Service,

Please help me to understand HOW the aspect ratio issues with these two movies is caused by my device/TV and not an issue with the video file Vudu is streaming to their customers.

This occurs on every single device I own that has the Vudu app installed and regardless of what TV I have my Roku, Apple TV 4K, or FireStick attached to. If this were a device-related issue, wouldn't I be having this issue with just about EVERY TITLE I OWN ON VUDU?

Let's take a look at "Tropic Thunder" first. Here is a frame grab from the Director's Cut edition that Vudu is streaming:

View attachment 182728

As you will see, it is in the 1.78:1 full screen aspect ratio. Now, here is almost the same frame taken from the Theatrical Cut that Vudu is streaming:

View attachment 182729

This is presented in the original 2.39:1 aspect ratio that Director Ben Stiller and Director of Photography John Toll chose for this film to be presented in. When the Director's Cut was available on both Paramount+ and Prime Video, it was presented in the 2.39:1 aspect ratio, the same ratio that the film is presented in on Paramount's Blu-ray release.

Almost the same thing with "Charlie's Angels: Full Throttle." Here is a frame grab from Vudu:

View attachment 182730

And here is nearly the same frame grab from Movies Anywhere, in the correct 2.39:1 aspect ratio:

View attachment 182731

Once again, I am not understanding how this is in any way related to my television or streaming device.

I look forward to your response.

Sincerely,

Todd Erwin

That's probably because they know nothing themselves. They have a script they follow. They type "Aspect Ratio" into a database, and it feeds back that aspect ratio is set on your TV, which is actually true, since TVs have an aspect ratio adjustment. Of course, that has no connection to your actual question, but they get to tick off the inquiry as "Completed" without wasting time to find an actual solution, which they would be reprimanded for by their managers as taking too long to respond to the question.

 

[ManW_TheUncool]

I suppose in the cases where the problem is just a mistake of mattes being opened from 2.4:1 to 16x9, one could try to "fix" it on our own setup (by applying our own mattes) though that can be a big hassle, if viable at all, but in those cases where it's actually pan-and-scan (like that Charlie's Angels sequel), can't possibly fix that on our own...

Has Apple been much better about this kind of issue (or simply has far fewer instances of them)? IF so, one more reason to just stick w/ them... though I still very sporadically buy a TV series from Vudu instead (and those are probably far less likely to have this kind of issue)...

_Man_

 

[JPCinema]

The Longest Day and The Cowboys are in the wrong aspect ratio on iTunes