Star Trek: The Next Generation Blu-ray Audio Issues

[inflatabledalek]

Oh sure, I'm not saying people won't have cause to be annoyed, just the situation is still a bit vague to be sure.

One update though is that Play have apparently sent an email to their customers offering the same.

[BriGuy]

Maxwell Everett wrote:

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Well, I'm at least glad you went from "This is bullshit" this morning to essentially "let's wait and see, we shouldn't speculate." Maybe at the end of all this you'll even be "pleasantly surprised"?

No, I still think it's bullshit that customers are being treated differently based upon where they happened to buy it, that information coming out is differing, that confirmations aren't being sent and that one clear message is not being communicated to all customers.

I was getting more at the futility of speculation here, and that it would be better and proper for "TPTB" to come out and clear this all up for us.

[Maxwell Everett]

BriGuy wrote:

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No, I still think it's bullshit that customers are being treated differently based upon where they happened to buy it, that information coming out is differing, that confirmations aren't being sent and that one clear message is not being communicated to all customers.

I was getting more at the futility of speculation here, and that it would be better and proper for "TPTB" to come out and clear this all up for us.

It's clear enough to me. I understand you're frustrated, but confirmations aren't normally sent back by fulfillment centers once you give them your info -- you just have to wait for the product to arrive. That's just the way it's done. Not defending it, just saying that's par for the course.

Now, different retailers have different policies for dealing with replacements. If the store you bought your set at gets new replacement sets in (with a different barcode) within 30 days of buying it, then you should be able to do a swap in store as long as you still have your receipt.

But you have to understand that these replacement discs originate from different fulfillment centers in different parts of the world, so it's to be expected that they would have different ways of getting new discs out to customers -- Deluxe Media Management in the US, and Sony DADC in Europe. It's not like replacements can come direct from CBS... so they can't give a general statement for everyone everywhere in the world -- they have to use these various companies to handle the situation.

***

Just so you know, I was one of the very first to call Deluxe the morning this replacement program was put in place and I live about 30 miles from their fulfillment center, so I should be one of the first here to get replacement discs... and I guarantee you I will be on here in very short order with pics of the discs and info on any additional fixes they may have done.

[Nero's Shadow]

Had a email today of amazon telling me they are sending me a free new copy of STTNG on Blu ray free of charge !!! Very happy indeed !!!

[Captain Fine]

I watched Haven today and finally experienced one of these odd audio problems. Now I look forward to hopefully receiving these replacement discs.

[NewHorizon]

Nero's Shadow wrote:

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Had a email today of amazon telling me they are sending me a free new copy of STTNG on Blu ray free of charge !!! Very happy indeed !!!

Are you in the US? I bought mine from amazon USA.

[tomalak301]

I think I understand where BriGuy is coming from though. Why do customers get treated differently based on location when everyone had the same problem. In one part of the world, they're just replacing discs, while in another they are replacing the entire thing. I don't mind getting the replacement discs, but I do wonder why there is a difference there. Also, I hope the discs don't get damaged in the mail.

[BriGuy]

I sent an email to Best Buy - where I bought my set - but have not heard back yet. If I don't hear back within the time they themselves give for a response, I will reach out again, by phone or in the store if I have to.

IMO, given that this is an acknowledged defective product, I should be able to walk into Best Buy and exchange it once the corrected versions arrive, whether that's within 30 days or not. The question is - when will they arrive, and will Best Buy make the exchange?

It troubled me that I saw a Best Buy store still selling the sets. And it's troubling that it's still listed for sale on the Best Buy website. Did the studio not tell them? Were they told and not following that directive? Why would they still sell this defective product?

[Patrick O'Brien]

^The issue here is Best Buy. They should be as helpful as Amazon, when it comes to sending out the new discs. They have dropped the ball on this one.

Forget Best Buy and just contact Delux Media directly to get your new discs. I contacted Delux and they were very easy to deal with. I for one will order the rest of the collection from Amazon.

[Tosk]

Nero's Shadow wrote:

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Had a email today of amazon telling me they are sending me a free new copy of STTNG on Blu ray free of charge !!! Very happy indeed !!!

Don't get happy too fast...I did that too, after being assured that they had the corrected version already. It turned out to be untrue.

I hope it works out better for you, but be prepared for disappointment.

[cbspock]

So when are the replacement discs being sent out? Since the first email asking for the name address, phone, and serial number on one of the discs I haven't heard anything.

Pretty ratty customer service.

-Chris

[trekker670]

The discs are likely being sent out this week. I wouldn't really call it "ratty customer service," since they were very rapid in offering the replacements and made the process very easy. What more information do you expect? They stated in the phone calls and emails that they'd be shipped within 5 business days of August 10th.

[BriGuy]

cbspock wrote:

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So when are the replacement discs being sent out? Since the first email asking for the name address, phone, and serial number on one of the discs I haven't heard anything.

Pretty ratty customer service.

-Chris

Agreed.

My main concern is a lack of acknowledgement of the information I submitted. Those numbers they wanted from the discs are very difficult to read. I'd like to know for sure that what I sent was complete and correct, as well as simply knowing it was received and will be processed.

As for Best Buy, I got a response. Seems to indicate they're not going to make or honor exchanges for new sets in stores. They want us to go through the individual disc exchange.

My name is Dede and I am with the Best Buy Customer Care Team.

Thanks so much for shopping at Best Buy, we truly appreciate your business.

Yes, the problem with the Star Trek: TNG First Season is a known issue and our vendor Deluxe has set up a toll free hotline you can call about replacement 1-877-335-8936 (8 a.m. to 6 p.m. PST, Monday ? Friday) and an email address phe.stng@bydeluxe.com. They will be taking care of replacements.

I hope this has answered your question, but if you feel you need further assistance or information, please feel free to contact us at any time.

Sincerely,

Dede
Best Buy Customer Care Team

[trekker670]

That doesn't mean if you take it into the store that they won't exchange the set since it's in their return policy for 30 days, that just says the preferred method is to do the recall.

[NewHorizon]

I just spoke with Amazon.com in the US. They have given me an exchange request for the corrected set. The corrected set will be sent to me at no charge and they will include a pre-paid return package for the old set.

Nice and easy.

Heh, I guess I'm still getting the replacement disks too. Oh well.