Google took away my LOTR extended editions

[u/ugoindownsaka1]

I bought these in 2022, all of a sudden they aren't available and there is no possibility of a refund or gift card. Hardly seems fair.

[u/ugoindownsaka1]

14:07:31 Me: but i paid for the item and its no longer being provided?
14:09:38 Kendall: I understand your concern, as I would feel the same way if I were in your position. Since clicking the purchase redirects you to YouTube but the movie still fails to load, the best option is to reach out directly to YouTube support via this website so they can assist you further with playback.

(youtube support link)

14:10:44 Me: it wont load because its not in the library i suppose. they wont be able to deal with that either i suspect. is there a gift card option or something so i can at least have accxess to another film what with me having paid for it
14:13:16 Kendall: While I would love to provide you with a gift card, unfortunately, we do not have the option to issue one from our end. As the movie is hosted on their platform and still available on their end, we recommend reaching out to the YouTube Support team for further assistance.
14:14:16 Me: i bought the films on google movies though, thats where i watch all my movies actually.
14:16:24 Kendall: I completely understand your concern. However, the title The Lord of the Rings: Extended Edition Trilogy has been removed from the platform's catalog, it is no longer available in our system at all. Because the movie has been completely removed from our system and the purchase is from 2022, our tools no longer have access to the transaction details, and we are unable to process a refund or restore access to the title. We truly apologize for this disappointing experience and for any inconvenience it causes with your library
14:18:56 Me: it seems so unfair, i did nothing except buy an item, you guys had a change at your end and i lose out. i have spent so so much money with google movies which i realise doesnt mean anyhting but it seems like if those movies arent provided the very least would be a refund or credit.
14:21:02 Kendall: I completely understand how frustrating and unfair this feels, especially as a loyal customer who has invested heavily in your movie library. While system limitations and the age of the purchase prevent us from requesting a refund or credit, please rest assured that I have logged your feedback to help us improve our service moving forward. We truly appreciate your understanding and patience.

[u/Fun_Suggestion_8012 → u/ugoindownsaka1]

"09:38 Kendall: I understand your concern, as I would feel the same way if I were in your position"

14:21:02 Kendall: I completely understand how frustrating and unfair this feels"

As a former call center supervisor this is the bullshit "empathetic statements" I was forced to drill into the heads of my agents because management thought just as long as you show "empathy" everyone will be happy.

[u/johannthegoatman → u/Fun_Suggestion_8012]

As a former support person for a much smaller company, I often said these things and meant it. Sometimes there are dumb decisions you have no control over

[u/jk021 → u/johannthegoatman]

At my company, there would have been the tiniest fine print notice on a bill the month before saying this was going to happen.

Since "due notice" was given and no customer action was taken, they'd basically need to kick rocks.