I was a bit nervous to call Hulu because I didn't think I would get any help. My videos keep freezing, or I get error messages that say something is wrong with the video please try again later. At first, it was okay, but when this happens multiple times, it is frustrating, and clearly, something is happening internally within Hulu. Especially since I don't have any buffering or freezing issues with any other streaming app I use within my home. However, it turned out that calling Hulu was a great experience.
There are literally hundreds of reasons why people might end up calling Hulu, as the first directory map revealed. However, despite these potential issues, the company smoothly navigates and provides excellent personal customer support. The fact that they are a digital company that offers live customer support is not lost on me. In fact, it is hard to find real-time support from a phone agent these days, so that was a bonus for Hulu.
When I first called the number, a recorded voice thanked me for calling Hulu and read off the standard message indicating that calls may be recorded for quality and training purposes. It then said they are currently experiencing higher than usual traffic, so there may be high wait times. Due to this, the recorded message recommended going online to read support articles while waiting. I suppose some people may do this and get an answer to their question, but I really needed to talk to an agent as I have not yet found a solution on my own.
It then launched a large directory map that I actually had to repeat twice because I was carefully listening to options and evaluating which one would likely get me to a customer agent the fastest. It told me if you have questions about the Disney bundle, press 1. If you have questions about your bill, including switching plans or canceling, press 2. If you have questions about your home device or signing in, press 3. If you are having trouble with freezing, buffering, or loading videos, press 4. If you are having trouble loading Hulu or using the app, press 5. If you want more information about shows on Hulu, including add-ons, press 6. It then said to select one of those options or stay on the line to talk to an agent.
I was going to press 3 since it was the best fit, but the messaging agent moved on too quickly, and it said stay on the line to talk to an agent. At first, I was caught off-guard and thought I would have to wait even longer, but to my surprise, someone picked up in under 20 seconds! All told, it only took me two minutes to get to an agent who was able to help with my problem, which was remarkable.