Hi,

We apologize for any inconvenience related to the defective BD Product you have purchased.

We will be happy to replace your disc or, if you prefer, you can return it to the place of purchase for a refund. A receipt is not required for replacement but we would like to get the old disc back.

Should you choose to have your disc replaced, we will include a pre-paid mailer for sending us back the defective CHRONOS BD product. We do not want them out in the field.

Ideally, if you still have your receipt, please fax it to us at 516-326-0282 or e-mail a PDF to us at rcasey@aol.com. Please include your address and a contact number so that we can mail you a replacement disc.

Again, for a replacement disc, please send your address to:

rcasey@aol.com


NOTE: Please be advised that some e-mails are getting caught in our SPAM Filter. We are checking for these e-mails ever few days. We will confirm receipt of every e-mail. If you do not get a confirmation from us within 48 Hours, please fax your request to 516-326-0282. Also, there is no need to contact our distributor, Koch Entertainment. The replacements are the responsibility of R&B Films.


----------------


As far as we know, this error message is caused by a PS3 firmware update that causes a few of the early Blu-ray titles to fail. CHRONOS was one of the earlier Blu-ray Disc projects. There seems to be some miscommunication regarding the spec between the folks that make the authoring / encoding hardware and Sony. This communication is not something within our control and we deeply regret the fact that our customers received a defective disc.

In addition, we have also been informed that we are not the only label experiencing this problem. There are other defective BD Discs manufactured with this exact same issue. Some may have been caught prior to being shipped in to stores. Unfortunately, R&B Films was not notified of this issue until after some product shipped to distributors.

The disc error issue is strictly related to the Sony Playstation 3 and the disc will play on any other BD Player on the market.

Again, please accept our apology for any inconvenience. Thank you for your patience and understanding.

Best regards,

Rich Casey
President
R&B Films, Ltd.

Perfect timing and great customer service!

I just received my copy of Chronos from Amazon yesterday and was thinking about returning it before I opened it given the problems that had been reported. Instead, I'll try it out tonight and hope that it's one of the "good" ones, knowing that you will swap it out if it's not.

Thanks for the heads up, Rich! :)

Is there a way to tell which discs will or won't run, short of opening the package? I'm looking to purchase Chronos, but would prefer not to violate the package so as to return the original disc in an unopened state if possible.

Many thanks for your conscientious and timely response on this issue.

I am interested in purchasing this film, but I would like to view it first from NetFlix. The copies in their stock are the defective copies. Would it be possible for you to contact them and have the corrected copies supplied?

Thank you

Currently, all CHRONOS Blu-ray Disc product in the field is affected by the Sony PS3 player compatibility issue. When the product is shipped, there will be the following noticeable differences.

1 – On the package itself, underneath the UPC Code on the back, there will be a small round dot. I ma not sure what color yet, which will indicate that the package contains the revised version of the product. I will try to post a JPEG on the forum once I have an idea what it will look like.

2 – The Disc Face will be printed differently. The new version will have the R&B Logo on the right and the Blu-ray Disc logo on the left.

FYI - We have gone through two revisions internally, as we tripped up yet another issue with subtitles not working properly on the latest revision after yet another Sony PS3 Firmware update this week. The automated system we use that tells us the disc is compliant with the BD Spec and the Sony PS3 is telling us the disc is OK. However, when we physically QC the disc, we are finding that this is not the case. It is not so much Sony’s issue as it is an authoring system issue at this point. The bottom line is that the folks that make the authoring system and Sony need to communicate a little better.



Thanks for the heads up, Rich! :)

Is there a way to tell which discs will or won't run, short of opening the package? I'm looking to purchase Chronos, but would prefer not to violate the package so as to return the original disc in an unopened state if possible.

Many thanks for your conscientious and timely response on this issue.

We are currently doing our best to recall all product from the field. All accounts who have purchased this title have been notified. It is not as esy as you think to get it all back, but we are working on it.

I will post in this forum once we have made the exchange. However, that does not gaurantee we will clean up this mess completly. I can almost assure you it will not., There will still be a chance you may receive a bad copy from Netflix even after the exchange.

Rich

I am interested in purchasing this film, but I would like to view it first from NetFlix. The copies in their stock are the defective copies. Would it be possible for you to contact them and have the corrected copies supplied?

Thank you

Rich,

Thanks again for the feedback. Would you prefer at this point that those of us with PS3s who are aware of the problem with the discs in the field hold off from purchasing the title until you've had some time to track down the copies in the wild?

Alternatively, can you perhaps inform us when a particular sales channel is known to be cleared for the new copies, or would that be perceived as an act of retailer favoritism (I can certainly understand if this is the case).

It just seems like an extra headache for you to have more people purchase the older version, then send you a message, process it, and mail out a new one. Would it be easier, safer, and less expensive to clear the major sales channels first so to avoid having those of us who have not yet purchased the title add to the problem?

Hi,

Retailer favoritism is not all that much of an issue with a title like CHRONOS. If this was a Disney title it would be a different story.

The problem is I have no way of controlling how Amazon handles returns from customers. Not everyone read these forums and some people are simply going to return the disc if it does not work. Even though all of our customer have been informed of this issue, it is very likely returns will end up back in their inventory.

I foresee some mixed inventory and customer returns a year from now. We can minimize this to a large degree with a recall, which we have done. We are also destroying all returned products over the next 6 months so we do not reship bad discs.

However, no matter what we do, a few bad will remain in the field. I would imagine we will be 80% to 90% clean after 6 months. To be 98% clean could take a year or more.

I am working on a direct sales channel that will assure clean product. I will post that site once I know how this will work.

Rich




Rich,

Thanks again for the feedback. Would you prefer at this point that those of us with PS3s who are aware of the problem with the discs in the field hold off from purchasing the title until you've had some time to track down the copies in the wild?

Alternatively, can you perhaps inform us when a particular sales channel is known to be cleared for the new copies, or would that be perceived as an act of retailer favoritism (I can certainly understand if this is the case).

It just seems like an extra headache for you to have more people purchase the older version, then send you a message, process it, and mail out a new one. Would it be easier, safer, and less expensive to clear the major sales channels first so to avoid having those of us who have not yet purchased the title add to the problem?

channel that will assure clean product. I will post that site once I know how this will work.
Fantastic!

Please let me thank you and all the staff at RBFilms for your excellent customer support (and of course the incredible movie experience which is CHRONOS).

Rich

what is the best way to deal with returns that have been shipped abroad, say to the UK in my case?

Hi,

Send an e-mail to me at rcasey@aol.com with your address. We will replace the disc. Thank you.

Rich


Rich

what is the best way to deal with returns that have been shipped abroad, say to the UK in my case?