I just called Warner at 1-800-553-6937. The woman that answered was very nice.

I told her about the Matrix Revolutions Blu-Ray glitch and the approximate time in the movie that it occurs.

As far as she knew, I was the first to report this.

I made sure to tell her that this is a widely reported problem, not just my copy.

I also told her that the HD-DVD of Matrix Revolutions did not exhibit this problem.

She then gave me another number to call, 1-818-954-6000. Called it and was directed to someone who was not in, but I did leave a voice mail. I'll let you know if I hear back from them.

I did forget to mention that on some players (PS3) it skips these bad frames, resulting in a jump cut. So maybe anyone else that calls can mention this.

She told me that this info would be forwarded along to the proper parties.

If we expect to get this fixed and re-issued, I suggest that everyone who cares about this glitch give them a call.

Based on Warner Bros history of correcting and replacing problem discs, I'm fairly optimistic that if enough people call they will replace this eventually.

Thanks,

Show

Please keep this thread on topic. This thread is only about the glitch and contacting Warner. If you have anything else to discuss as it relates to the Matrix release, please use this thread linked below:

http://www.avsforum.com/avs-vb/showthread.php?t=1052355

what glitch?

This one.

http://home.earthlink.net/~jmorg/matrix/Matrix.htm

WOW! :eek: I thought people were just talking about some skipped frames, but those pix are pretty crazy.

I mentioned this in the Matrix thread but no one seemed to confirm, I found a similar frame skip in the first Matrix when Neo attempts his first jump when he's telling himself to free his mind. Can anyone verify? On my ps3 it looks like a frame skipped just like this one.

I mentioned this in the Matrix thread but no one seemed to confirm, I found a similar frame skip in the first Matrix when Neo attempts his first jump when he's telling himself to free his mind. Can anyone verify? On my ps3 it looks like a frame skipped just like this one.

I'll check this when I get home. (Blu & HD-DVD). But I seem to recall that has always been there, going back to the first dvd release. Can't recall if it was like that in the theater though.

Maybe its just a glitch in the "matrix" we are actually living in?

I had the HD DVD box set. Everything was PERFECT. WB needs to recall, re-encode and replace. Right now.

It's definately viewable on a Panny BD30 using frame-by-frame stepping at about the 145.46 mark. Watching it at normal speed, it looks almost like a dropped frame skip. On my player, the bad frame looks a bit more like the above link's second image than the top image.

Is it worth Warner Bros recalling, remastering and replacing the disc? Frankly from their viewpoint, I'd doubt it, especially knowing Warner Bros less than steller consumer-friendly stance these days. Considering what blu-ray is supposed to represent as far as the "superior" home video viewing experience and the price of this set from a consumer's viewpoint, I'd call it unacceptable.

T.B.

It's definately viewable on a Panny BD30 using frame-by-frame stepping at about the 145.46 mark. Watching it at normal speed, it looks almost like a dropped frame skip. On my player, the bad frame looks a bit more like the above link's second image than the top image.

Is it worth Warner Bros recalling, remastering and replacing the disc? Frankly from their viewpoint, I'd doubt it, especially knowing Warner Bros less than steller consumer-friendly stance these days. Considering what blu-ray is supposed to represent as far as the "superior" home video viewing experience and the price of this set from a consumer's viewpoint, I'd call it unacceptable.

T.B.I believe they should offer a replacement at this point, but what is this "less than steller consumer-friendly stance" you speak of exactly?

EDIT: On second thought, don't answer that. I think I know what you are referring to, and my likely response would just lead to a discussion that belongs in a different thread. Moving on...

Is it worth Warner Bros recalling, remastering and replacing the disc? Frankly from their viewpoint, I'd doubt it, especially knowing Warner Bros less than steller consumer-friendly stance these days.
They don't have to do a recall, but simply offer a corrected replacement disc to those who ask for one, as has been done many times in the past.

http://thumbnails11.imagebam.com/1768/5ace6d17675168.gif (http://www.imagebam.com/image/5ace6d17675168)http://thumbnails11.imagebam.com/1768/d6e9ae17675169.gif (http://www.imagebam.com/image/d6e9ae17675169)

Tried two decoders, same thing, they're both handling it a little differently, so probably a problem with the actual bitstream rather than something hardcoded in.

http://thumbnails11.imagebam.com/1768/5ace6d17675168.gif (http://www.imagebam.com/image/5ace6d17675168)http://thumbnails11.imagebam.com/1768/d6e9ae17675169.gif (http://www.imagebam.com/image/d6e9ae17675169)

Tried two decoders, same thing, they're both handling it a little differently, so probably a problem with the actual bitstream rather than something hardcoded in.

If that is the case, then would a firmware upgrade correct this problem?

If that is the case, then would a firmware upgrade correct this problem?

Not likely in this case. Off the top of my head all they could do with firmware is say if this disk is in the player then skip frames X through Z. Which would give all players the foot was here and then it was there effect which while better than the break up is still incorrect.

If it has been in previous versions then it would have to be in the master and I am having a very hard time seeing that. If it is then some one needs to be fired.

In short, it looks like the hard drive that Warner had the HD DVD VC-1 files on went bad. :mad:

edit:
I was instructed to call 818-954-6000 to complain.

In short, it looks like the hard drive that Warner had the HD DVD VC-1 files on went bad. :mad:

edit:
I was instructed to call 818-954-6000 to complain.

I heard it was a creative decsision from the filmmaker. They wanted to include a glitch in the Matrix. ;)

In short, it looks like the hard drive that Warner had the HD DVD VC-1 files on went bad. :mad:

edit:
I was instructed to call 818-954-6000 to complain.

Where did you get that info about the hard drive?

Where did you get that info about the hard drive?

I used to know someone who worked in DVD authoring. Most of the time you see a macroblocking glitch like this it is because the hard drive that the video stream was stored on developed some bad sectors and/or corrupt files.

So you are suggesting that Warner knew the encode was fooped and instead of going to the backup tapes just decided to release it in one of their showcase releases?

If that is the case, then would a firmware upgrade correct this problem?

Can BD Live patch something like this? Use codes to replace like a second of video and program the disc to use the new video.

So you are suggesting that Warner knew the encode was fooped and instead of going to the backup tapes just decided to release it in one of their showcase releases?

It can also be the replicator. As data is transfered all the time maybe it gets currupted at the last stage.

So you are suggesting that Warner knew the encode was fooped and instead of going to the backup tapes just decided to release it in one of their showcase releases?

No, its very doubtful Warner knowingly put out a disc with this terrible of an error. Likely somewhere along the line the video was put on a harddrive that developed bad sectors, resulting in corruption in that part of the file.

OK I checked that scene on my BD30. I wasn't able to detect anything when it was in motion. When I let it step through I had two frames with maybe 4-5 blocks in it but nothing as bad as what's pictured above. Not sure what the variable is.

I was bistreaming TrueHD at the time if that makes a difference.

Also, latest firmware - 2.5.

I mentioned this in the Matrix thread but no one seemed to confirm, I found a similar frame skip in the first Matrix when Neo attempts his first jump when he's telling himself to free his mind. Can anyone verify? On my ps3 it looks like a frame skipped just like this one.

Also interested in a confirmation on this. ^^

Damn it, WB!

I called the first number today and talked to a very nice lady who didn't even let me explain what the problem was before claiming I was also the first person to report the problem (I doubt she checked) and there was no replacement program for the movie. She took my name and number ("to call me back"). I'm convinced this lady didn't know what the hell she was doing, let alone how to properly handle a customer service complaint.

I called the second number and got the voicemail and didn't bother leaving a message. I'm getting a bad vibe here...


I just called Warner at 1-800-553-6937. The woman that answered was very nice.

I told her about the Matrix Revolutions Blu-Ray glitch and the approximate time in the movie that it occurs.

As far as she knew, I was the first to report this.

I made sure to tell her that this is a widely reported problem, not just my copy.

I also told her that the HD-DVD of Matrix Revolutions did not exhibit this problem.

She then gave me another number to call, 1-818-954-6000. Called it and was directed to someone who was not in, but I did leave a voice mail. I'll let you know if I hear back from them.

I did forget to mention that on some players (PS3) it skips these bad frames, resulting in a jump cut. So maybe anyone else that calls can mention this.

She told me that this info would be forwarded along to the proper parties.

If we expect to get this fixed and re-issued, I suggest that everyone who cares about this glitch give them a call.

Based on Warner Bros history of correcting and replacing problem discs, I'm fairly optimistic that if enough people call they will replace this eventually.

Thanks,

Show

Some lady called me back (from the bolded number in my last post) at about 7:30PM EST and stated her manager is looking into the issue and deciding what to do. She took down my info and whatnot and said she'd inform me what they are going to do in the situation.

Any developments on this?

I have heard that Warner has corrected this problem in the second printing of these discs. I am not exactly sure though if there is an exchange program or how to identify the corrected discs.

I remember noticing some weird skipping when watching from my PS3... Maybe I will call soon.

I have heard that Warner has corrected this problem in the second printing of these discs. I am not exactly sure though if there is an exchange program or how to identify the corrected discs.


Source of your information please?;)

what glitch?

The glitch that allowed that project to be financed.

Any news on a fix for this glitch via a firmware update or a replacement since it was first discovered? Anyone tried their disc out on the latest firmware lately?

Just wondering as I was thinking of getting the set for someone for Christmas - but if it's glitchy... :(

you can get the hd dvd set and a hd dvd pc drive for much less than the bd set
rip them to hdd and you're good to go

So this doesn't affect the hd dvd, only the bluray?

So this doesn't affect the hd dvd, only the bluray?

Apparently so... Check out this link from the 4th post in this thread:

http://home.earthlink.net/~jmorg/matrix/Matrix.htm

I realise it came out a while ago.. but any news on whether it plays better today with new firmware, etc (particularly with regards to the PS3)?

The glitch that allowed that project to be financed.

Guess I'm the only one that actually liked the third movie.

I don't recall seeing this glitch when I watched it. I'll have to pay closer attention on my next viewing.

KT

I have heard that the PS3 skips these bad frames. That is why you guys are not noticing them. It not big deal if I have to use a computer to find the frame.

No lieutenant, your men are already dead.

Has there been any updates from Warner? I plan on calling in as soon as possible. I got this for my birthday and finally watched Revolutions only to see the glitch on my Samsung bdp1400. I actually replayed it 3 times to make sure I wasn't seeing things and then took a picture of it. Came online and found this thread. I really hope they decide to replace the defective discs.

I've attached my pic to this post.
Apparently I need 3 posts to attach something so I'll put it in my next post...

Here's the pic. Looks like the one on that earthlink website.
http://e.imagehost.org/t/0718/DSC07215.jpg (http://e.imagehost.org/view/0718/DSC07215)

This one.

http://home.earthlink.net/~jmorg/matrix/Matrix.htm

that site loses credibility when it takes a whole paragraph to call out bitrate. admittedly i haven't seen the encode, but if MPEG-2 can have awesome transfers at 18-28mbit, a compressionist worth ANYTHING should be able to decently surpass the quality at the same bitrate.

edit: hell, Harry Potter OotP is gold at a supposed 13.8mbit VC-1...
edit2: oh, just saw that Matrix was 16.4mbit, but still, there ARE Tier 0 VC-1 encodes under that bitrate

I used to know someone who worked in DVD authoring. Most of the time you see a macroblocking glitch like this it is because the hard drive that the video stream was stored on developed some bad sectors and/or corrupt files.

DVD authoring usually uses DLT, AFAIK. No hard drives (unless maybe it's single layer). i think you HAVE to have DLT for CSS encryption.

that IS a bummer, though, about whatever that glitch is. i'm assuming it occurs BEFORE the AACS encryption is applied.

So has this been fixed so far??

I'd freakin buy the movie again if I knew a fixed version was out there, but I haven't been able to find any sign WB has fixed this.

I'd freakin buy the movie again if I knew a fixed version was out there, but I haven't been able to find any sign WB has fixed this.
Bump for finding out more information about a fix.

This is Warner Bros and not UNIVERSAL who can fix encoding errors within a week. Patience is virtue with softer brothers.

DVD authoring usually uses DLT, AFAIK. No hard drives (unless maybe it's single layer). i think you HAVE to have DLT for CSS encryption.

that IS a bummer, though, about whatever that glitch is. i'm assuming it occurs BEFORE the AACS encryption is applied.

It is highly likely that it happened DURING authoring/muxing process that a bad sector on HD caused this glitch but no one caught it. DLT is used after muxing/checking are done.

Is this Glitch on the U.K. version as well?

I just checked my copy which I got via Red2Blu, and the frame skips (PS3). Didnt check my HD DVD version. Either way, I dont think this is a serious enough issue that will cause them to offer a replacement program. If they do, I'd be happy to replace mine, but it's a lot of time/effort/cost for 1 frame.

I just checked my copy which I got via Red2Blu, and the frame skips (PS3). Didnt check my HD DVD version. Either way, I dont think this is a serious enough issue that will cause them to offer a replacement program. If they do, I'd be happy to replace mine, but it's a lot of time/effort/cost for 1 frame.
Why should we, the consumer, suffer on account of a studio mistake? It's a broken product and it should be fixed. This holds true for any consumer product.

I just checked my copy which I got via Red2Blu, and the frame skips (PS3). Didnt check my HD DVD version. Either way, I dont think this is a serious enough issue that will cause them to offer a replacement program. If they do, I'd be happy to replace mine, but it's a lot of time/effort/cost for 1 frame.
Your copy is the U.K. version?

Why should we, the consumer, suffer on account of a studio mistake? It's a broken product and it should be fixed. This holds true for any consumer product.

We shouldn't...but we likely will because of how unnoticeable this will be the an overwhelming % of consumers.

Brandon

UK version has the glitch too, so does the korean version

I think they all do

UK version has the glitch too, so does the korean version

I think they all do
That is sad.

Crazy. Glad I actually kept my HD DVD versions.

Me too.

Brandon

What a bummer. I just jumped on the box set since amazon had it for a very good gold box deal. The price I got it for is good enough that I could buy the newer release later on and it'll be simply as if I bought it for amazon's regular price. Oh well.

Guess I'm the only one that actually liked the third movie.

No you're not.:) Frankly, I can live with that glitch, but if they can offer replacement, I'd prefer a corrected disk for sure.

No wonder BD prices are so high. They get one frame wrong and have to replace a whole disk? Yes, it is annoying but let's get some perspective people. Less than 1% would ever notice this and less than 1% who notice would bother to complain. Guess who has to pay though if they go back and recall these disks? You and me.

No wonder BD prices are so high. They get one frame wrong and have to replace a whole disk? Yes, it is annoying but let's get some perspective people. Less than 1% would ever notice this and less than 1% who notice would bother to complain. Guess who has to pay though if they go back and recall these disks? You and me.

Umm, maybe if they (Warner Bros) didn't screw it up in the first place, there wouldn't be a problem, much less any of your imagined reasons for high BR prices.

T.B.

Unbelievable that this glitch still hasn't been fixed.

You can find the responsible people here (http://www.avsforum.com/avs-vb/showthread.php?t=1072823).

This is my first post so please be gentle...

A replacement program has been implemented!

I've been in touch with Warner Home Video customer support since February, and managed (with the help of pics and info posted in this thread) to get the glitch acknowledged and corrected. My disc came in the mail yesterday, and noticed the glitch is no longer present.

People can submit their requests through the FAQ page on the WHV website. Just Click on the "contact us" link.

Thanks Wussy. You can change your screen name now.:p
You're sure that each frame is there?

When the glitch was present, my player displayed artifacts throughout the screen. I did not experience this with the new disc. I'll try it on a PS3 next.

Did you submit a request through the WBShop site, or the main Warner Bros. site?

WBShop

What a bummer. I just jumped on the box set since amazon had it for a very good gold box deal. The price I got it for is good enough that I could buy the newer release later on and it'll be simply as if I bought it for amazon's regular price. Oh well.

I did the same- have you checked your copy? Copies purchased within the last few weeks even will probably still have the glitch, or are they replacing the discs they ship out now?

Only one way to find out I guess. I'll check when I get home tonight.

They told me they received the new batch of discs last week. If true, I doubt they have reached retail yet.

Did they want you to mail your copy in, or did they just send you a new one?

They had me send my whole box set. But this was pre-replacement program. Maybe you'll just have to send the one disc.

They had me send my whole box set. But this was pre-replacement program. Maybe you'll just have to send the one disc.

That's pretty crazy. Did they send you a whole new sealed set back?

No. I received the same open set with a new disc

Although... before they acknowledged the glitch they sent me a sealed new set that I had to send back (it still had the glitch). So maybe I reached my sealed set limit.

They also paid for shipping both ways. That was cool.

Holy cow! :eek:

I was just discussing this issue with my friend a few days ago. If WB does indeed do what Wussy says they did, and the disc is truly fixed, then I'll have a reason to get rid of HD-DVDs after all! :D

Interesting. Hopefully the set they send me is fixed.

Alright, my apologies, but I'm still confused how to contact Warner Bros. to request an exchange? Is it through the the main Warner Bros. site or WBShop? And if someone could just link to the right place that would probably be appreciated by more than just myself.

Additionally, is there a phone number to call? I generally feel better about talking to a real person about these exchange programs. Invariably, the left hand doesn't know what the right is doing, etc.

Thanks.

When the glitch was present, my player displayed artifacts throughout the screen. I did not experience this with the new disc. I'll try it on a PS3 next.

Remember that on the PS3 this "glitch" manifests itself as a skipped frame, and there aren't really any artifacts to be seen.

Brandon

They told me they received the new batch of discs last week. If true, I doubt they have reached retail yet.

i wonder if the sets being sent by the red3blu promotion are corrected... i'll have mine tomorrow

Someone please do a BDInfo scan on the new disc and see if its any different than whats been released..

Remember that on the PS3 this "glitch" manifests itself as a skipped frame, and there aren't really any artifacts to be seen.

Brandon
Correct. My player (Samsung BDP1500) displayed relly bad artifacts prior to receiving the new disc. Now I can actually see Neo compete his kick.

I am aware of the skipped frames but I will not be able to test this disc in a PS3 until tomorrow. I'll keep everyone posted.

Also I have not watched the entire movie yet so let's all pray no new glitches were introduced in this batch. I'll be watching it this weekend.

Warner's contact us page:

http://www.wbshop.com/on/demandware.store/Sites-WB-Site/default/Page-ContactUs

Warner's contact us page:

http://www.wbshop.com/on/demandware.store/Sites-WB-Site/default/Page-ContactUs

Thanks. I shot them an e-mail, I will let everyone here know what their reply is.

This is great news. Now we just have to get Disney to fix Pinnochio and get an answer on Do The Right Thing's color timing. Oh, and the holy grail of Blu-ray glitches, get Fox to finally fix Die Hard 2's audio.

Wussy, we need to re-deploy you to the Fox frontlines. It's urgent!

This is great news. Now we just have to get Disney to fix Pinnochio and get an answer on Do The Right Thing's color timing. Oh, and the holy grail of Blu-ray glitches, get Fox to finally fix Die Hard 2's audio.

Wussy, we need to re-deploy you to the Fox frontlines. It's urgent!

I gave up on Fox and just imported the UK version of Die Hard 2. Basically the exact same disc, and it's region free, and the audio is correct on that one. The Japanese Pinocchio is also fixed and region A (the UK BD is fixed as well, but region B).

Do The Right Thing - that's tougher, I don't think you'll ever get a replacement program for that as it's not a "glitch" per se. I think that'll happen the day Fox does a replacement program for Patton and the day Paramount does a replacement program for The Truman Show - i.e., never.

But I'm very glad WB has fixed The Matrix Revolutions (well, I will be once I see it with my own eyes). I emailed them yesterday, still waiting for a response.

The Japanese Pinocchio is also fixed and region A (the UK BD is fixed as well, but region B).

I know this is off-topic, but does the Japanese Pinocchio have both the 7.1 DTS MA and Original Theatrical soundtracks?

I know this is off-topic, but does the Japanese Pinocchio have both the 7.1 DTS MA and Original Theatrical soundtracks?

No, it does not. But on the US release, the mono track has the exact same audio problem as the DTS-HD MA track. I guess the best thing would be for Disney to fix both soundtracks on the US disc, but who knows if that will happen.

I gave up on Fox and just imported the UK version of Die Hard 2. Basically the exact same disc, and it's region free, and the audio is correct on that one. The Japanese Pinocchio is also fixed and region A (the UK BD is fixed as well, but region B).

Do The Right Thing - that's tougher, I don't think you'll ever get a replacement program for that as it's not a "glitch" per se. I think that'll happen the day Fox does a replacement program for Patton and the day Paramount does a replacement program for The Truman Show - i.e., never.

But I'm very glad WB has fixed The Matrix Revolutions (well, I will be once I see it with my own eyes). I emailed them yesterday, still waiting for a response.

My point is I shouldn't have to rebuy these discs to get the corrected version. Disney has top notch customer service so they are the most likely to issue a replacement. Fox is likely a lost cause. DTRT's color timing is wrong until Spike confirms otherwise. I give kudos to Warner for finally fixing the problem.

My point is I shouldn't have to rebuy these discs to get the corrected version. Disney has top notch customer service so they are the most likely to issue a replacement. Fox is likely a lost cause. DTRT's color timing is wrong until Spike confirms otherwise. I give kudos to Warner for finally fixing the problem.

I agree, I'm not arguing with you. I'm just saying what is realistic. DTRT's color timing may be wrong, but so is the DNR on countless titles, EE on hundreds of DVDs, etc. These types of problems get replacements extremely rarely - maybe 1 in 100 cases. There is no "glitch." There is nothing the studio wasn't aware of when it shipped out the discs. It wasn't a "mistake." People saw the discs, thought it was fine, and pushed it out. It's a low-quality product, but it is not a defective product.

Color timing isn't wrong if it's intentional. "Wrong" in the sense that it's a glitch that wasn't supposed to happen. It may not have been the Director or Cinematographer's intention, but if the person in charge of the new master or transfer wanted to change the color timing (or the Director, etc), then it's not a glitch. As Neo pointed out, the same goes for DNR/EE.

The missing lines on Pinocchio seem more like a glitch since they are confirmed to be there on versions from different regions. Obviously this thing in Matrix is a glitch. And there can be no glitches in the matrix.

Brandon

I agree, I'm not arguing with you. I'm just saying what is realistic. DTRT's color timing may be wrong, but so is the DNR on countless titles, EE on hundreds of DVDs, etc. These types of problems get replacements extremely rarely - maybe 1 in 100 cases. There is no "glitch." There is nothing the studio wasn't aware of when it shipped out the discs. It wasn't a "mistake." People saw the discs, thought it was fine, and pushed it out. It's a low-quality product, but it is not a defective product.

Yeah, I hear ya.

Color timing isn't wrong if it's intentional. "Wrong" in the sense that it's a glitch that wasn't supposed to happen. It may not have been the Director or Cinematographer's intention, but if the person in charge of the new master or transfer wanted to change the color timing (or the Director, etc), then it's not a glitch. As Neo pointed out, the same goes for DNR/EE.

The missing lines on Pinocchio seem more like a glitch since they are confirmed to be there on versions from different regions. Obviously this thing in Matrix is a glitch. And there can be no glitches in the matrix.

Brandon

The only way DTRT's color timing isn't wrong is if Lee/Dickerson approved it. It is wrong if someone other than the director/cinematographer made the change. From a business POV they may have intentionally made the change, but artistically it's wrong and always will be. Unless the artists gave it their blessing, that is.

The issue with DTRT is that we don't know the situation since no one has officially commented on it. Could be a screw up, or intentional, or a violation of the artistic work (intentional change without approval from the artists).

Pinocchio is obviously a screw up, given other territories got the correct version.

Edit: Let me add, if you can't already tell, I'm obviously hoping the color timing change on DTRT is found to be a screw up and that it will be corrected. I'm not arguing that it's a "glitch" like The Matrix Revolutions was.

So yeah, the WBShop got back to me with a canned response about how exchanging a defective disc is easiest to do through the retailer you purchased it from...

I emailed them yesterday morning or the night before and no response at all. We need to bombard them all at once. The more people who email the closer they are to acknowledging they have a problem that needs to be resolved.

In my case, I'm pretty sure the retailer I purchased from was the WBshop.com anyway!

Brandon

I got this response:


The fastest and easiest way to replace a defective DVD is through the retailer you purchased it from. Most retailers have a return policy for defective items, and can replace it right away. If the retailer's return policy cannot offer you a replacement, you can follow up with the Warner Brothers DVD team. Use the "Contact Us" link on the main Warner Brothers site. Please select the "Home Video & DVD" topic from the drop down menu and submit your request for a replacement.

http://www.warnerbros.com/main/help/customer_service.html
Regards,

Chrystle
www.WBshop.com
1-866-373-4389

I am sending an email to the second link provided.

Yeah I sent another email via the 2nd link as well - this time explaining the issue much more thoroughly.

I also send a message via the www.warnerbros.com/main/help/customer_service.html link and received this reply....

Yes, there is a disc exchange for Matrix Revolutions. Please call 800-553-6937 for this offer.

When I called, I was asked for my shipping address and the UPC number, nothing else. I asked when I may expect to see the replacement, I was told "Hopefully in a week or two".

Thanks to Wussy and everyone else for the heads up on this!

I also send a message via the www.warnerbros.com/main/help/customer_service.html link and received this reply....



When I called, I was asked for my shipping address and the UPC number, nothing else. I asked when I may expect to see the replacement, I was told "Hopefully in a week or two".

Thanks to Wussy and everyone else for the heads up on this!

First, thanks so much for the number!

Did you give them the UPC from the box set or just the disc itself?

wait so they aren't asking for the disc to be mailed to them? sweet

wait so they aren't asking for the disc to be mailed to them? sweet

It seems like the typical 'growing pains' are being experienced with their replacement program. I just called the number referenced, and the lady I spoke with seemed surprised that the box set had more than one UPC. The box set in fact has five different UPCs. One for the box set itself, and one each for the films and the bonus disc.

She went to ask her supervisor, I assume, which UPC was needed, and she came back requesting the one for the Matrix Revolutions itself. And, no, they did not request I send the defective disc back. However, she said should I receive a self-addressed return mailer to please return the defective one otherwise not bother.

I too called the number, and got a woman who didn't seem to know exactly what was going on with the replacement program. I'm at work and didn't have the set in front of me, so I just got the UPC from my dvd profiling site and gave her that - she didn't ask for the specific Revolutions one, and I didn't remember that it even had one until returning to this thread. She did ask where and when I purchased the set however - I'm not sure what that information was for. Hopefully the right replacement disc will make its way to my address.

Hopefully the right replacement disc will make its way to my address.

You and me both. Apart from the UPC confusion everything went pretty smoothly, but it'll undoubtedly gnaw at me over the next week or two whether I'll actually get the right disc or any disc for that matter given I'm still not sure which UPC they're after.

If anyone knows the UPC for the 'Revolutions' disc, can you please post it. Thanks.

if anyone knows the upc for the 'revolutions' disc, can you please post it. Thanks.

085391115298

Thanks for posting the pertinent info guys. I e-mailed yesterday and hadn't heard back yet. I'll call it in tomorrow before work.

Edit: On an unrelated note, I also e-mailed 40 Acres And A Mule yesterday inquiring about Do The Right Thing's color timing change. I'm not really expecting them to reply but it would be cool if they did.

Thanks for posting the number.

I made my call and spoke to a woman with a slight European accent, probably the same woman everyone else spoke to. She explicitly told me I didn't have to return the bad disc, made no mention of a self-addressed return envelope, asked me where I bought it but when I couldn't remember - either Amazon or Best Buy - she said it didn't really matter. Same timeframe: 1 to 2 weeks. All in all, pretty smooth and painless, reminds me of Disney's Pirates of the Caribbean exchange program. It took a while but kudos to Warner - and Disney - for fixing the mistake and providing free replacements.

I honestly think the UPC number above should be removed from this thread as it could get abused. If you have the disc then you shouldn't need to ask for it and, if you are not at home then you just wait. Not trying to be rude, just my opinion.

I have the Ultimate Matrix on order through WB red2blu program, wonder if it will be the corrected disc or not? What's wrong with Blade Runner, as I have that on order as well?

If I remember correctly, when Disney started their replacement program it went the same way until the volume of orders increased significantly (as word got around) and they started requiring people to send in the bad discs. So removing the UPC might be the right thing to do.

Anyhow, I just placed my order and it seemed to go fine. When the volume picks up I think things will change though. It seemed as though the lady was hand-writing my information down on a piece of paper :eek:

Brandon

Anyhow, I just placed my order and it seemed to go fine. When the volume picks up I think things will change though. It seemed as though the lady was hand-writing my information down on a piece of paper :eek:

Brandon
Mine was being entered into a computer for sure, because my info was readily available.

Thanks for the phone number guys. It seems pretty painless so far. They actually had my info from the Blade Runner disc exchange.:p LOL.

I agree that the UPC should be removed, even if I am unhappy with Warner's BD history so far.

Warner just shipped my Matrix trilogy off the Red2Blu exchange program. Will I get the bad disc that needs to be replaced ya think?

I have the Ultimate Matrix on order through WB red2blu program, wonder if it will be the corrected disc or not? What's wrong with Blade Runner, as I have that on order as well?

some sets have had a workprint disc (disc is labeled as the workprint disc) which is actually a duplicate of disc 1

come to think about it i never got around to watching my workprint disc... i think i'll check it tonight

What would be the point of removing the UPC? There are tens of thousands of copies of the case sold to the public, enough so that anyone who has the intent to get a freebie can easily find a case and get the UPC. Removing the code as a measure to prevent that is about as effective as sticking a finger in a dike. On the other hand, posting the UPC is genuinely helpful to members of this forum. I know I was traveling and away from my home when I saw the update on the replacement program so it was very helpful to have the UPC posted. If posting the UPC opens the replacement program to abuse, then it's even worse to have posted that Warner isn't asking for the bad disc to be returned. Are we all prepared to edit our posts to delete that bit of information?

Warner's a big, experienced studio. If it wants to set up safeguards to prevent fraud, it knows how to do it. It's not rocket science. I don't think the exchange of useful info between forum members should be inhibited to help Warner combat a "problem" that it doesn't care about.

I'll let the mods decide whether the UPC should stay or not. I was just trying to be helpful, and I realize nobody was insinuating otherwise. I just happen to agree with peterlee on this one. Besides, who in their right mind would want just a copy of Matrix Revolutions on BD and not the original and Reloaded? :)

Just made arrangements for my exchange. Lady just asked for UPC and my address. I never mentioned anything about sending my disc back but she said I didn't need to send it back and said I'll receive in a week or so.

Thumbs up to the guys on top of this. Just made my request and didn't have to send in the bad one.

called about mine (also terminator 3... still surprised i managed to get the defective 1080i version this long after it was corrected) yeah i was just asked for the matrix revolutions UPC and my address

though i thought she said i'd have to send the defective discs back but i just misheard her (the accent plus my cell phone) and after asking about how i would send them back she clarified that i wouldn't have to

not having to send the disc back is better than the other studios that need you to send the disc back first... that way you can still watch the movie

I also send a message via the www.warnerbros.com/main/help/customer_service.html link and received this reply....

Yes, there is a disc exchange for Matrix Revolutions. Please call 800-553-6937 for this offer.

When I called, I was asked for my shipping address and the UPC number, nothing else. I asked when I may expect to see the replacement, I was told "Hopefully in a week or two".



Thanks for posting that number, I just called the the lady I spoke to knew exactly what the disc exchange program was and took down my name, address and phone number. She said it should ship out in 2 weeks. Again, thanks to all who helped along getting to this point.

I also called today and was told up to two weeks for the replacement. She had my info already from a previous exchange so it was quick and easy. She said they just sent out the first set of replacements so the second batch wouldn't likely be ready for a couple weeks, thus the wait time.

I'm really happy with Warner for finally handling this.

I have to admit and give kudos to Warner for being stand up and handling this correctly. Some companies may have not done a thing, let alone replace the disk you already purchased!

Yep, that was easy breezy! Makes Fox look all the more pathetic that DIE HARD 2 remains defective after all this time. And don't get me started on Magnolia's handling of LET THE RIGHT ONE IN...

Placed my call just now, was told I'd have it in a week or less. Was not asked for the UPC. Thanks for the heads up on this, guys!

Quick update: I checked playback on a PS3 today and all frames are accounted for. The glitch is no more!

I'll probably watch the movie tonight if anything comes up I'll let you guys know.

Placed my call just now, was told I'd have it in a week or less. Was not asked for the UPC. Thanks for the heads up on this, guys!

I as well. Thanks

I have the Ultimate Matrix on order through WB red2blu program, wonder if it will be the corrected disc or not? What's wrong with Blade Runner, as I have that on order as well?

I got mine from the red2blu as well, and it had the glitch (which in actuality is nearly unnoticeable on the PS3). I called this morning and they are sending my replacement disc.

Every BDs can playback with PS3 with fast loading,someone please do the standalone player as good as PS3(even the expensive player like O9FD,A1UD,the loading time is very slow and can't play some discs).

So they're not asking for the UPC#? I'd like to call now, but I'm at work and my set is at home.

Whew I got lucky. Just got mine from the Red2blu program also, but mine doesn't seem to have the glitch. I watched from 1:44 to 1:46 and all was smooth.

I just called and requested my replacement copy. The CSR did ask for the UPC code after taking down my name and address. I was told that the next shipment would be going out in about two weeks.

Thanks for the heads up on this one, guys!

Just called as well, but CSR didn't even ask for the UPC. Just mentioned "disc exchange for the Blu-ray version of Matrix Revolutions". That's all.

Anyone know the hours they are open to call?

Anyone know the hours they are open to call?

Dunno! Why doncha call and find out? ;) (sorry, couldna resist!)

I called, they asked for the UPC. Said it will be about 2 weeks.

why isn't this movie out by itself yet?

i really dont like part2 but this one was pretty cool.

Give it another 6-12 months and I'm sure it will be.

Brandon

I called, they asked for the UPC. Said it will be about 2 weeks.

same here... she also said don't bother returning anything :cool:
quick and easy 2 minute phone call

Just made the call, quick and painless. They did ask for a UPC.

Did anyone buy the box recently and had the fixed disc in the box? If so - where did you buy/order the box?

I didn't buy the box yet because of the glitch. Now that a fixed disc is available, I'd like to buy it, but I'm still afraid to get the bad disc. I live in Germany and therefore want to avoid the need to replace the disc...

Yep, that was easy breezy! Makes Fox look all the more pathetic that DIE HARD 2 remains defective after all this time. And don't get me started on Magnolia's handling of LET THE RIGHT ONE IN...

And 007 BD-J issue disc where you have to mail the entire case and disc to them on your dime. Fox sucks compared to WB on exchanges.

Did anyone buy the box recently and had the fixed disc in the box? If so - where did you buy/order the box?
I got the box set from Warner's Red2Blue promotion this past Monday and it has the fixed version.

The set I got from red2blu was the glitch version, so it is good to check when you finally get it. I called the same day.

same here... she also said don't bother returning anything :cool:
quick and easy 2 minute phone call

Same here, and like another post stated, if you have got a replacement from them in the past (in my case I think it was Superman and Superman III DVD's from the Ultimate set) they already have you in their system. And like the Superman DVD's, no need to send the disc back.

I got the box set from Warner's Red2Blue promotion this past Monday and it has the fixed version.

The set I got from red2blu was the glitch version, so it is good to check when you finally get it. I called the same day.

Hmm - if even Warner is still sending out the bad disc, I think I'll just wait a little longer before I place my order. Thanks.

Are we up the creek without a paddle if we're in the UK and imported it? :(

One week down, one more to go.

Same here, and like another post stated, if you have got a replacement from them in the past (in my case I think it was Superman and Superman III DVD's from the Ultimate set) they already have you in their system. And like the Superman DVD's, no need to send the disc back.
Guess YMMV. I called yesterday and, unless I misheard, I was told I'd have to return my old copy once the replacement arrived.

Guess YMMV. I called yesterday and, unless I misheard, I was told I'd have to return my old copy once the replacement arrived.

I suspect you misheard. Mine clearly said not to return the old copy. Said they are sending the replacement disc, not an envelope to return the defective disc. Same with the others posting in this thread.

I suspect you misheard. Mine clearly said not to return the old copy. Said they are sending the replacement disc, not an envelope to return the defective disc. Same with the others posting in this thread.

+1

The CSR I spoke with made a point of telling me I did not need to send back the defective disc.

Are we up the creek without a paddle if we're in the UK and imported it? :(

Perhaps. IIRC, in the past most US replacement programs are unwilling to ship replacement discs overseas or even accommodate you if you wanted to pay for shipping yourself. It can't hurt to send an e-mail to WB and ask...

I called the number and the representative did ask for the UPC but did not mention returning the original disc.

I received my replacement disc today, and it is indeed fixed. Whatever firmware updates have been done to my Panasonic DMP-BD55 since I first noticed the issue made it really hard to identify the error on the old disc, but once I did it was relatively simply to tell the new one had indeed been corrected.

Kudos to Warner!

Dang, that was quick. What coast are you on, Paul?

Brandon

I received mine today as well. The disk in a tyvek CD envelope sandwiched between two thin card board pieces, and in the mailing envelope. Nothing else, no instructions, no note/letter, nothing.

I received mine today as well. The disk in a tyvek CD envelope sandwiched between two thin card board pieces, and in the mailing envelope. Nothing else, no instructions, no note/letter, nothing.

Yours didn't come with the little sliver of paper that said, "Here, bitch, now quit whining!"?

Dang, that was quick. What coast are you on, Paul?

Brandon

I'm on the east coast.

I received my replacement disc today, and it is indeed fixed. Whatever firmware updates have been done to my Panasonic DMP-BD55 since I first noticed the issue made it really hard to identify the error on the old disc, but once I did it was relatively simply to tell the new one had indeed been corrected.

Kudos to Warner!
Did they send you the Blu-Ray disc only, or was it the complete disc and packaging?

Did they send you the Blu-Ray disc only, or was it the complete disc and packaging?

Just the disc inside a CD envelop.

Same for me. I received mine Friday or Saturday and I'm on the west coast. Mine came from Oxnard, CA.

Brandon

Yours didn't come with the little sliver of paper that said, "Here, bitch, now quit whining!"?

Does that mean that yours did have that included?

mine arrived today... just the matrix though i also told them i had terminator 3 that needed replacement

Does that mean that yours did have that included?

he he...no, but the no-frills packaging seemed to indicate such a "between the lines" message, nonetheless. Not that I'm in any way, shape or form griping--Warner's solution is fine by me and some other studios would do well to take note.

Following up, my copy arrived on Saturday. Certainly can't complain about the turnaround time, since my replacement was only ordered last Wednesday.

I just got my replacement. Looks like they fixed the error. But I think I might still have a bad disc, I've only checked out the disc on the BDP-S60, not the PS3 yet.

Anyway, the pop-up menu has really bad flickering, and the menu for scene selection 'tears' right before it comes up. I need to make sure the IME works though.

Does anyone else have issues with the pop up menu?
Hmm, the old disc does it too. Must be the lack of horsepower compared to the PS3. All's good then.

Does anyone else have issues with the pop up menu?

Just to confirm, no, pop-up menu's all good on the PS3.

I received mine as well, and the problem is definitely fixed. 1:45:46 now has 24 distinct, correct frames, and the scene plays back without any skips or aberrations.

Has anyone compared the two discs in terms of the encode? (Simply checking the size of the disc using a PC with a BD drive should give a general idea of whether they increased the bit-rate.)

Anyone have a BD pc drive so they could do a BDInfo scan on the fixed disc?

I also received my fixed copy today.

Just the disc inside a CD envelop.
Thanks for the quick response! Imagine my surprise when I got home today and found my Matrix replacement in the mailbox! :D

Has anyone compared the two discs in terms of the encode? (Simply checking the size of the disc using a PC with a BD drive should give a general idea of whether they increased the bit-rate.)

I posted the info in the spec thread, seems like they didnt do anything other than to fix that frame. Like all Warner titles, disc is 2/3rds full.

Has anyone compared the two discs in terms of the encode? (Simply checking the size of the disc using a PC with a BD drive should give a general idea of whether they increased the bit-rate.)

it costs a bit more to reencode than it does to just use the same encode and just replace the corrupt video stream with one that isn't

Called 8/5 received disk 8/10 :cool:

I just called and was told that the next shipment would be going out in the next two weeks. I am really glad that they are offering replacement discs!!

Easy as pie. Gave my info. and was told the disc would be in the mail soon. Don't even have to go through the hassle of sending the defective disc back. Kudos to WB for correcting the problem and making the replacement program so simple. :cool:

I haven't followed this very closely since I have the Ultimate collection on HD DVD.

Do the overseas pressings of this Blu-ray have the glitch as well?

I haven't followed this very closely since I have the Ultimate collection on HD DVD.

Do the overseas pressings of this Blu-ray have the glitch as well?

I have seen reports that the UK, German, and Korean versions suffer from the glitch as well. In regards to overseas pressings in general for this title, I have only heard of people confirming the glitch is present - no one has ever confirmed that it is not. Given that, and the fact that WB uses the exact same discs for many of their overseas releases, my best guess is that all territories were effected by this glitch.

Maybe its just a glitch in the "matrix" we are actually living in?
Haha, very cute :)

My replacement disc came in a cardboard sleeve earlier this week. I tried the affected section and it seems good now.

Do they want the UPC on the box set or the individual movie case?

The individual movie case

To anyone who has received the replacement disc, is there a different identifying number on it to differentiate it from the original disc? I just called Warner Bros. to request the disc and was amazed at how they just took my information and said they would send out a replacement disc.

Called on Friday the 14th, got the disc on Monday the 17th. Excellent turnaround time.

Called on Friday the 14th, got the disc on Monday the 17th. Excellent turnaround time.

You beat me by one day. I also called on Friday the 14th, and received the new disc on Tuesday the 18th. Great service!

the guy that I talked to today said it ws a known issue so I think it was like the Ultimate Sperman Set, they are expecting it....quick, painless and hopefully fast

To anyone who has received the replacement disc, is there a different identifying number on it to differentiate it from the original disc?

I looked and didn't see anything that would be different, other that a slightly darker image on the top of the disk from the original.

I realise this is probably a ridiculous question, but how soon before we can expect corrected sets to find their way to Amazon?

I realise this is probably a ridiculous question, but how soon before we can expect corrected sets to find their way to Amazon?

well, Revolutions is the weakest in the trilogy so you can bite the bullet and buy it. If it's wrong, the disc is shipped very fast from what I hear.....

Another success story here (so far). Called the number and was told my replacement disc would be arriving shortly! Thanks for the efforts of everyone in this thread!

well, Revolutions is the weakest in the trilogy so you can bite the bullet and buy it. If it's wrong, the disc is shipped very fast from what I hear.....

Well as long as it's shipped to the UK and there are zero scratches/scuff marks on it. Otherwise I'd want a pristine copy in a new set.

BTW Matrix Reloaded is the weakest in the trilogy! :-)

I called over a week ago and have yet to receive my copy. Hopefully it didn't get lost in the mail. :(

I received mine exactly 7 days after I made the call.

Doubt it was lost in the mail, they're probably shipped out in regular cycles.

To anyone who has received the replacement disc, is there a different identifying number on it to differentiate it from the original disc? I just called Warner Bros. to request the disc and was amazed at how they just took my information and said they would send out a replacement disc.

On the Matrix Revolutions BR replacement disc:

On the front of the disk along the bottom prior to the copyright info, region, runtime, etc. is the number 2000004591.

On the back of the disk around the center hole are two rings of information, presumably one for each layer (I'm assuming this is a dual layer BR).

The info from the outer ring, in no particular order:

BVDL-030080A1 5 A07 <barcode> IFPI L323

The info from the inner ring, in no particular order:

BVDL-030080B1 4 A04 <barcode> IFPI L323

The info on the back by the center hole is what Disney asked me for during the Pirates of the Carribean disc replacement so I'm assuming it uniquely identifies each BR title. Perhaps a disc revision number is embedded in one of these values.

Anyone who still has the original defective disc want to post the same data for comparison's sake?

BTW Matrix Reloaded is the weakest in the trilogy! :-)

You sure got that right! I just had that same debate with a coworker. I couldn't believe he thought REBLOATED was better than the streamlined, action-heavy REVOLUTIONS. This world takes all types, eh?

Anyone who still has the original defective disc want to post the same data for comparison's sake?

Here is the info from my defective disc.

Front of disc: 2000004591
Outer ring: BVDL-030080A1 2 A09 <barcode> IFPI L321
Inner Ring: BVDL-030080B1 2 A06 <barcode> IFPI L323

You sure got that right! I just had that same debate with a coworker. I couldn't believe he thought REBLOATED was better than the streamlined, action-heavy REVOLUTIONS. This world takes all types, eh?

Well, I disagree. At least Reloaded had an interesting twist. Too much of Revolutions takes place in the 'real world', which just isn't as interesting as the Matrix to me. Additionally, Revolutions has a circular ending, which I found lacking in payoff even if I understood it to be 'the only possible ending'.

Here is the info from my defective disc.

Front of disc: 2000004591
Outer ring: BVDL-030080A1 2 A09 <barcode> IFPI L321
Inner Ring: BVDL-030080B1 2 A06 <barcode> IFPI L323

Thanks for posting that.

Mine are different. Received my Red2Blu swap last week.

Disc 2000004591
Outer BVDL-030080A1 6 A04 IFPI L321
Inner BVDL-030080B1 4 A05 IFPI L323

Yes, there is a disc exchange for Matrix Revolutions. Please call 800-553-6937 for this offer.

I called about 10 days ago and I just received my replacement disc for The Matrix Revolutions.

Thanks so much for this information. It really helped me out.

http://img17.imageshack.us/img17/305/img0440ve.jpg

Ordered my new copy of the set on 6/10/10 got it on 6/15/10 and heard about this the day before it came in the mail so i was worried and checked it out a few times and again just now. It seems that amazon.com has box sets with the new disc in them