My DVDs are defective, what to DO???

[flamaest]

Hi folks,

I have kind of a generic question for all you Movie-buffs out there.

Does anyone know what the policy or process is to contact a movie studio to get a replacement DVD when your legitimate copy has become damaged or is defective [DOA]?

Please assume that Wal-Mart does not carry the title and most other stores won't talk to you unless you have a purchase receipt from their store within the last xx days.

From the warranty details on most DVDs, it appears that Hollywood warrants the workmanship and playback of a DVD from the releasing studio for longer than the umpteen day exchange policy from any store.

Additionally, most stores are eager to help you out with this, but what if the store does not carry the title anymore?

I have heard of a process for contacting a studio's defective DVD depots where you can fax them a Xerox of the disc and back side of the DVD UPC cover page, with your address info; this may be sufficient to show proof of ownership.


Why is this so interesting? Well, if anyone has recently gone to the MGM.com website for details on who to contact about a defective DVD, you will either have to e-mail someone and never get a response or be told to now call 1-888-bestbuy.

It appear the MGM and UA have outsourced their entire DVD customer support operations to Best Buy, and Best Buy is unwilling to send a working copy of an MGM DVD without proof that you bought from their store in the last 30 days. WTF?


I have also found a contact information for some Studio's Home Movie branches; has anyone had success in working defective DVD claims through these call centers?


DVD Department
MGM Home Entertainment
2500 Broadway
Santa Monica, CA 90404-3061
Telephone: 310-449-3370
Fax: 310-449-3026
E-mail: homeentertainment@mgm.com
Web Site: http://www.mgmhomevideo.com


20th Century Fox
10201 W. Pico Blvd.
Los Angeles CA 90035
Phone Number: 310-369-1000 ; (310) 277-2211
Fax Number: 310-369-8726
Website: http://www.fox.com


New Line Cinema,
116 North Robertson Boulevard,
Los Angeles, CA 90048, USA.
Tel: (1) 310 854 5811.
Fax: (1) 310 659 4712

Metro-Goldwyn-Mayer Inc.
Jeff Pryor
Executive Vice President/Corporate Communications
p. 310-449-3446; e. jpryor@mgm.com;


Thanks,
Fabian.

[Mac The Knife]

Hmmm. How about take them to small claims court. Show the judge all the effort you went through to try to get them to make good on their warranty then get a summary judgement for the cost of the DVD (since they almost certainly won't show up). Then take the money and go buy a new DVD.

[flamaest]

Yeah, funny, except I make more money actually going to work everyday. :)

I am interested to see how these DVD companies continue to rake in the cash and feel like they can step all over their customers. The MPAA will eventually die or evolve just like the RIAA will have to do if they plan on making it through the new millennium.

F.

[KOA]

I had a Monsters Inc DVD that quit working. There was a phone number in fine print on the DVD and I called and they were willing to send me a new copy. I ended up returning it to Costco since that was easier than sending back the DVD. Look carefully at the DVD.

[Mntneer]

Take you disc to Blockbuster and have then clean it. I took one of my son's Wiggles DVD that he had ravaged, deep scratches all over, they cleaned up nicely, barely any noticable mark on the disc. Went from impossible to play, to played perfectly.

[flamaest]

Fine print you say?

OK, I will look at this when I get home.. thanks...

F.

[davdev]

Does it work in a computer drive, they are sometime better at reading scratched disks than stand alone players.

If they do read, just rip and burn a new copy.

[ChrisWiggles]

If it's a scratched disc, that's a disc that is damaged by the user, and I don't think you're entitled to a replacement. They just guarantee that the disc as properly handled will work.

It's very unlikely that a DVD or CD that works when you bought it will fail in workmanship later on. Usually that is because of abuse and mishandling by the user. Not unheard of, it can happen, but it's extremely unlikely to happen.

[flamaest]

This disc is in perfect condition, opened a few days ago and watched once [partially because it fails to play all the way through]. There are no scratches on the disc.

I received the disc as a gift, the purchase was made months ago so it's outside of the store policy.

F.

[ChrisWiggles]

This disc is in perfect condition, opened a few days ago and watched once [partially because it fails to play all the way through]. There are no scratches on the disc.

I received the disc as a gift, the purchase was made months ago so it's outside of the store policy.

F.

Then you deserve a replacement.

I've had this happen once with a DVD before, but I returned it basically an hour later so it wasn't a problem to grab a replacement.

I've never had to call the company or anything, that may be an uphill battle, but good luck!

[704set]

Take it back to Home Depot. They take back everything. :D

[skriefal]

Tried the disc in more than one player? Some discs are incompatible with certain players, either due to bugs in the player's firmware or due to bugs in the authoring software used to create the DVD. I think it's less common now than a few years ago -- but still a possibility.

[flamaest]

Yes, I have two DVD players.. similar results..

I checked the fine print of this DVD box [Die another Day 2-disc-set] and the actual discs...and about 30 other random DVD titles from different studios in my collection.

There are some addresses but there are no phone listings or anything about what to do if you have a defective DVD on any boxes.

Does anyone have a good phone number to call for getting a replacement disc from MGM?

Thanks,
Fabian

[bigrushhead]

Go buy the same exact Movie at a local retailer, keep the receipt, go and swap the 2 disc`s, take it back and say it is defective, and you received it as a gift and want to swap for a different Movie of equal or greater value.

You end up having to buy another DVD "out of pocket", but at least you get the original Movie you wanted, and I am sure there is at least one more out there you wouldn't mind owning.

[suplex]

Go buy the same exact Movie at a local retailer, keep the receipt, go and swap the 2 disc`s, take it back and say it is defective, and you received it as a gift and want to swap for a different Movie of equal or greater value.

You end up having to buy another DVD "out of pocket", but at least you get the original Movie you wanted, and I am sure there is at least one more out there you wouldn't mind owning.

That's really not a bad idea at all.

I have heard that toothpaste is supposed to be pretty good at cleaning DVD's too (removing scratches).

There are also softwares out there (as someone mentioned before) that are good at repairing damaged DVD's

If you go to this website: http://dvd-copy-software-review.toptenreviews.com/

They list as a side-by-side comparison the best DVD Copying softwares. Three of them have a check in the following column: "Restores defective or scratched DVDs".

1Click DVD Copy ($59.00)
DVDFab Platinum ($59.95)
DVD Wizard Pro ($39.95)

Those prices might seem high for one use, but once you have the software...you've got it for future use as well.

[davdev]

Go buy the same exact Movie at a local retailer, keep the receipt, go and swap the 2 disc`s, take it back and say it is defective, and you received it as a gift and want to swap for a different Movie of equal or greater value.

You end up having to buy another DVD "out of pocket", but at least you get the original Movie you wanted, and I am sure there is at least one more out there you wouldn't mind owning.


I have never seen a retailer that will let you exchange an open movie for another title. Even if defective they have always made me get the same movie.

If they allowed you to swap out for another title, what is to keep people from just getting a movie, ripping it, returning if for a new one and do the same thing?

[sparky7]

First two James Bond on dvd Dr. No & Goldfinger ( widescreen & full screen) 97 I think. Won't play on OPPO or computer. They start OK do FBI and MGM intro. but movie starts they pixalate & freeze.

Any way e-mailed MGM they said go to Sony. Sony said you need sales slip or your out of luck.

Mark

[flamaest]

I finally broke down and went to Wal-Mart, Target, ands Barnes & Noble to see about getting a replacement.

From the Studios themselves, I was unable to make any head-way from the brash un-helpfulness of the outsourced help. What a joke this industry has become.

After going to all three stores, only Barnes & Noble actually had my movie, but, for the record, ALL three retailers were happy to exchange the title [for the exact same title] without a receipt.

DVD movie studios should be ashamed of what they charge consumers for there products while not providing any customer service when a problem shows up. I guess they are spending it all on court fees when they need to sue 10-year olds who bit-torrented a flick on their home computer.


Thanks all,
Fabian.

[hotrodguy]

Most of the studios info is listed here:

http://www.thedigitalbits.com/dvdlink.html

Hope this helps.

[flamaest]

After months of waiting [and giving up], I finally got a reply from the MGM DVD bureaucracy!

""""""""
You may return the complete box set to the below address please make
note the complete box set is required and our turn around time is of 4-8
weeks.

Fox Consumer Att Erica
20102 S Vermont Ave
Torrance CA 90502

Thank You
FoxDrop@4icc.com

"""""""""