So, yes, Digital Theatre finally got back to me! I’m not sure whether it was because of this tweet I sent to @DTHelp yesterday evening…
… or whether they finally got around to my e-mails that I had sent. In any case, the response was connected to my ticket number and here is what it said:
First of all I would like to offer my apologies for the delay in getting back to you. There has been quite the backlog of requests with the introduction of the new website, but we have some good news for you.
If you log into your account, you will now see that you have access to your previously purchased productions. To access them, please navigate to Account > Purchase History and click on the title of the production you wish to view.
You may notice that your productions are listed as rentals in your purchase history, but please do not worry. They are available for you to watch for the foreseeable future will be automatically renewed by us when they expire in 10 years time.
I am sorry for any confusion caused. I hope you enjoy watching your purchases again!
All the best,
Name of Support Officer
I checked my account, and yes, I can indeed access my purchases now! The expiry date is 10 years from now, which Digital Theatre assures me should automatically renew then.
I am very happy with this, at least I can access my productions again! However, this doesn’t solve the problem I have with not owning a hard copy of my purchase. I have replied the following:
I am very happy to have received a response from you. I have checked and I can indeed access my purchases now! That is a huge relief, thank you!
Is it possible to make my purchase also available as an mp4 download? I would very much like a hard copy of the productions as well, as I am a little wary of future policy decisions that could impact my enjoyment of these purchases.
In any case, thank you for getting back to me and I hope for you that the backlog of requests is getting smaller.
I don’t expect them to do anything about that hard copy, but a girl’s gotta try, right? For now, I am just happy that I ‘have’ my purchases back. 🙂
MTA: Zan also got a response from DT two days ago, and in the comments section of my previous post about this issue people have been saying that they have also heard back from them. Not all problems solved yet, but at least something’s happening! It looks like they are slowly starting to get through their backlog… I sincerely hope so.