From The Digital Bits (http://www.digitalbits.com/#mytwocents):

Also today, we have a follow-up for you on one other Blu-ray issue. Some of you may recall that a few months ago, viewers reported a framing problem with a few scenes in Disney's Pirates of the Caribbean: The Curse of the Black Pearl Blu-ray Disc. Disney has apparently corrected the problem in production, so future copies going into stores will feature the correct framing (we'll try to find out if there's a way to identify corrected copies by the packaging - UPC number variation or something). In the meantime, if you have a copy with the mis-framed footage, you will SOON be able to call the studio's Blu-ray customer service hotline at 1-800-723-4763 (U.S.) or 1-800-877-2843 (Canada) to arrange an exchange.

From The Digital Bits (http://www.digitalbits.com/#bd11):

Also this morning (12/18/07), we wanted to let you all know that Disney has kicked off their replacement program for those original copies of Pirates of the Caribbean: Curse of the Black Pearl on Blu-ray, which had an image framing problem on a few shots. Call their customer service hotline at 1-800-723-4763 to arrange shipment of a fixed copy (or 1-888-877-2843 for you folks up in Canada).

In order to participate, call Disney's customer service line at 1-800-723-4763, and have your name, address, phone number and UPC number ready. You can also email the information directly to disneyinfo@disneyhelp.com.



EDIT: It appears that you can NOW call to get the corrected disc!

From The Digital Bits (http://www.digitalbits.com/#mytwocents):

Also today, we have a follow-up for you on one other Blu-ray issue. Some of you may recall that a few months ago, viewers reported a framing problem with a few scenes in Disney's Pirates of the Caribbean: The Curse of the Black Pearl Blu-ray Disc. Disney has apparently corrected the problem in production, so future copies going into stores will feature the correct framing (we'll try to find out if there's a way to identify corrected copies by the packaging - UPC number variation or something). In the meantime, if you have a copy with the mis-framed footage, you will SOON be able to call the studio's Blu-ray customer service hotline at 1-800-723-4763 (U.S.) or 1-800-877-2843 (Canada) to arrange an exchange. Don't call quite yet - we'll let you know when the fixed discs are ready. Just know that Disney has been working on the problem, and a solution will be available to you all shortly.

Cool...Good News... I'll be one of the first to call as I also did with The Fifth Element's replacement plan. It is good to see that Disney has fixed the issue and is hopefully willing to make an exchange at no cost to us who purchased the disc with the error....

That is a costly mistake. Hard to believe that something like that got past quality.

Nice. Thank you Disney. :)

Posted last night.

http://www.avsforum.com/avs-vb/showthread.php?t=900275&page=4

reopened :)

Excellent. :)

Thanks Mark. I figured getting this thread re-opened was a great idea. Anyone who wants to see what we have to do when it is time to get the discs replaced it will be easy to find this thread. This thread should almost be a sticky once they allow for the replacement discs.

It's really good to see that Disney stepped up to the plate. Thanks Disney!

Great. I'll be calling that number *soon*. :)

Are the ones given away still affected by this?

So if they are we would have to wait the 4-12 weeks for it to show then turn around and return it for a replacement. Or maybe they would not send that title out until its fixed.

How would I know if mine is messed up?

How would I know if mine is messed up?

Go to 25:39 . . . if you only see half of Orlando Bloom's head, yours is messed up. Pretty sure all of them are.

Thanks for re-opening the thread. :)

Big props to Disney for doing the right thing.

Good to see they are doing the right thing and providing correct copies.

YES!!!!! then I can finally get all of them!!!!...hehe, didn't want to get the other two and wait on the first LOL--truly great news--these movies are part of the reason I got the PS3:)

I'm really glad they are doing this, finally I can have a brilliant copy of the first movie, the only one worth it's salt, in my opinion.

And a BIG THANK YOU to Denner and Xylon... This wouldn't have happened without you guys!

I'm really glad they are doing this, finally I can have a brilliant copy of the first movie, the only one worth it's salt, in my opinion.

And a BIG THANK YOU to Denner and Xylon... This wouldn't have happened without you guys!

Amen to that

Guess I'll have to switch mine out. Although I don't plan on re-watching it any time soon. Glad Disney did the right thing though.

How about replacement for overseas buyers ?

How is the exchange going to work? Hopefully they send us a new copy and we return the old one in a pre-paid envelope. We should not have to give up our copy for the "6-8 weeks" this exchange will take. Hell, Disney should just send out new copies and not even worry about exchanges (have us send in a UPC code or something to prove purchase), this title has sold what, 100,000 copies max?

That is a costly mistake. Hard to believe that something like that got past quality.

not really, the disc had been out for months before anyone mentioned it. 90% of the ppl here, had it not been pointed out, would have never known about it even after watching it several times.

Cool...Good News... I'll be one of the first to call as I also did with The Fifth Element's replacement plan. It is good to see that Disney has fixed the issue and is hopefully willing to make an exchange at no cost to us who purchased the disc with the error....

I Just bought a old Fifth element, just getting into Blu Ray , the FE Replacement plan still in effect?

I can see it now...


AV Nerd: "Framing problems!!!'

Disney: "We've fixed it. All subsequent copies will be framed correctly. Send your copy in for a replacement."

AV Nerd: "Are you kidding? It's a collector's item now!"

^_^

I called yesterday and am on a "list" to be called once they start sending out the replacement discs.

Any information about international customers? :confused:

I can see it now...


AV Nerd: "Framing problems!!!'

Disney: "We've fixed it. All subsequent copies will be framed correctly. Send your copy in for a replacement."

AV Nerd: "Are you kidding? It's a collector's item now!"

^_^

Yup. No fraking way I'm sending mine back :p

Yup. No fraking way I'm sending mine back :p

lol... However you'll be double dipping then in order to make the comparisons I'm sure for some screenshot comparisons ;)

I Just bought a old Fifth element, just getting into Blu Ray , the FE Replacement plan still in effect?

Yep it should still be in effect. Just call the number found in the thread on this forum about the issue and all you have to do is send the disc in without the case in an envelope. It is a huge difference in quality so I definitely would exchange it.

Yup. No fraking way I'm sending mine back :p

How will you be able to tell the new vs old on shelves?

It's cheap enough on various sales to make another purchase not a big deal. The important thing is that a small group of enthusiasts were able to make Disney, admit their mistake and issue a corrected disc. I think I'll keep my faulty copy and buy a corrected copy at some point. I look back and regret having sent back my original copy of The Fifth Element. Maybe I'll double dip on an original copy on one of those $10 sales.

I'm going to keep my original and buy a new fixed copy.....it was cheap enough and heck, these may become collectible!

any word yet?

" ...... you will SOON be able to call the studio's Blu-ray customer service hotline at 1-800-723-4763 (U.S.) or 1-800-877-2843 (Canada) ...."

Is there also a website one could sign up rather than having to call?
____
Axel

I'm going to keep my original and buy a new fixed copy.....it was cheap enough and heck, these may become collectible!

How will they ever become collectible when half the free world owns a copy and there are millions still on store shelves? :confused:

How will they ever become collectible when half the free world owns a copy and there are millions still on store shelves? :confused:

LOL, the rarity will be the new fixed version if you ask me since most people won't be bothered with the exchange process..

Any word on if they started yet? I wouldn't mind exchanging mine.

This is funny. I bet that the TRUE number of people who actually go through the trouble of getting an exchange is in the LOW 100's. I mean, how many people are going to be bothered enough by this to feel compelled to do the swap. I didn't notice anything "jumping out" at me when I viewed this disc the first time. Now I am going to have to go back and check it out to see if it is anything to lose sleep over. :)

Lee

How will they ever become collectible when half the free world owns a copy and there are millions still on store shelves? :confused:

Hi-def DVD is extremely small in numbers.

This is funny. I bet that the TRUE number of people who actually go through the trouble of getting an exchange is in the LOW 100's. I mean, how many people are going to be bothered enough by this to feel compelled to do the swap. I didn't notice anything "jumping out" at me when I viewed this disc the first time. Now I am going to have to go back and check it out to see if it is anything to lose sleep over. :)

Lee

I agree. The only people that know about this and may make the exchange are perusing this and other forums. The general public probably doesn't even know about it.

Cool...Good News... I'll be one of the first to call as I also did with The Fifth Element's replacement plan. It is good to see that Disney has fixed the issue and is hopefully willing to make an exchange at no cost to us who purchased the disc with the error....

I know it's off topic but anyone have a link to the info on the fifth element replacement plan info?>

Email them and they'll give you an instruction: consumer@sphecustomersupport.sony.com

Any idea if the replacement program is going to be before Christmas.

I had emailed them way back when this problem was first discovered, and they gave me a stock "We are looking into the problem" answer. Now I just received another email today (Fri Dec 14) stating:

Thank you for the e-mail regarding your Pirates of the Caribbean Blu-ray disc. We are concerned about your inquiry and would like an opportunity to address this issue with greater detail. It sounds like there may be an issue with the disc that you have.

Please forward us your full mailing address and phone number. Upon receiving your information, we will send out a one time replacement Blu-ray disc.

If you have any other questions please you may also contact us at 1-800-723-4763, Monday's 9:30-7:30 and Tuesday through Friday 9:30-6:30 CST

Emailing them my address and phone number now. Proper framing, here I come!

Just phoned the Canadian number (1 800 877 2843) but it's not in service so I decided to try the US one (1 800 723 4763) after I waded through the menu I spoke to a very nice lady who took my name and information and told me they would mail me a new disc and it should arrive in 7 business days. Wow! Didn’t ask for proof of purchase or anything just took my address. I specifically asked if this would be the new version without the framing problem and she said yes. I guess I'll find out when it arrives.

Just called myself. I gave my info about 3 weeks ago. They have already sent mine out and I should have it by Monday or Tuesday at the latest I was told. I will take pictures immediately to compare. Best return policy ever. They don't even want the other disc back. I Love Disney.

Just called as well & they said they'd send the replacement out & I could simply toss the original w/o sending it back.

LOL, the rarity will be the new fixed version if you ask me since most people won't be bothered with the exchange process..

in Laserdisc days a $250 set of star wars movies had missing 6 second of video on second movie.replacement program ensued , few used it, guess which is now more valued on ebay..you can buy error set all day long.not corrected one

Just phoned the Canadian number (1 800 877 2843) but it's not in service so I decided to try the US one (1 800 723 4763) after I waded through the menu I spoke to a very nice lady who took my name and information and told me they would mail me a new disc and it should arrive in 7 business days. Wow! Didn’t ask for proof of purchase or anything just took my address. I specifically asked if this would be the new version without the framing problem and she said yes. I guess I'll find out when it arrives.

Can confirm their technical support has started the replacement program. I had the exact same experience, they took down my information, did not ask for a proof of purchase, and said it would take 7-10 business days to ship the replacement. A truly excellent customer service experience.

Are the discs in the stores now the corrected version? I've been waiting for this to be resolved to buy all three movies.

Can confirm their technical support has started the replacement program. I had the exact same experience, they took down my information, did not ask for a proof of purchase, and said it would take 7-10 business days to ship the replacement. A truly excellent customer service experience.

Just did the same thing. Just a tip for those whom haven't called yet, be sure and get your case number to cya.

Just called them and left my info to the lady, she did ask if by chance I have the disk with me and have the 5 digit number and I gladly gave her the number. Good customer service.

Just got off the phone with Dysney. Very good customer service. Nice lady took my info and said I should ahve my new disc in 7 days. She said Im free to do what I want with the old one.

-Evangelo2

Just called as well. Good customer service. She said they just got the replacements in today...so I guess the ones on the shelf in the stores are still the old versions.

Are the discs in the stores now the corrected version? I've been waiting for this to be resolved to buy all three movies.

I'd wait until people start receiving the corrected versions to find out of there's any visual indication on the box or upc to identify which version your buying. After all, the original releases of the Fifth Element and Stargate are still mixed in the shelves at many retailers.

well I just called, and they are very very friendly and the whole thing was very easy.

They don't want the disc, because all they are going to do is send you Disc 1, in a cardboard sleeve.

So you can just toss the old Disc 1 disc out in the trash.

I guess this shows how cheap it is for a major manufacture to produce just the discs.

I mean all the promotional fees, the cases, the paperwork, the delivery, etc. etc. etc. is what you are buying when you buy any kind of physical media.

The cost of just producing the discs is minimal, and so Disney, like any good company, just hands out replacements with nothing required, no proof of purchase, no nothing.

My replacement disc is on the way! Superb customer service by Disney!

Thank you guys for posting the info.
Just called and the my replacement is on the way.
The customer service lady was so nice that it almost makes me want to go out and buy more Disney movies just to support them.

LOL, "cute-voiced" lady is a perfect way to put it.

We must have spoken to the same gal, because thats exactly how I would describe her voice.

Makes me wonder if shes single, LOL, I should have asked for her number.

Not as if I have any idea of where she is.

Easy guys, she took down my # and we're going out saturday night! Hands off!

That had to be the nicest customer service lady ever. Cute voice sums it up perfectly.
HAHHA

Disc is on the way.

Thanks to the poster who originally found the problem and to Disney for stepping up with a replacement.

Also called - my replacement disk is on its way as well....

Very smooth process - Thanks Disney for stepping up and making it right!
____
Axel

The number for Disney Canada Consumer Relations is 1-888-877-2843.

Mine should be here next week. I wonder if the video and audio quality will be the same?

Hi Guys,

I live in the Netherlands and I also bought the US version of POTC TCOTBP, and want to ask disney for a new one.

Can somebody ask if they also have an e-mail address to arrange the exchange?
Off course I can call them, but spelling my address details (with my english) is asking for problems:D:D:D

beside that I am wondering what their policy is regarding requests from Europe.:(

thanks for the effort

Awesome service! I tried emailing only to get a response saying that they are unaware of a problem and then called in and the cute-sounding girl took care of everything...:D

I just called and I think I got her too. The name is Lana btw. She must be the only one on the job! Very nice, she said they would send it out soon.

Just called in as well. Everything went smoothly and got a great laugh out of the girl as I told her she was the subject of much discussion online and is now famous because of her "cute voice."

And you guys were right, it is cute, and so very Disney. I wish all customer service experiences were this enjoyable.

To help speed up this replacement process, please go to the link below and complete the e-mail submission. Thank you! Blu-ray Support (http://studio.go.com/cgi-bin/gmail/generic_mail.cgi?template=video/dvd_report_a_problem/report.tpl)

Click the link to email them.

now that we have the info, can we get this thread stickied and have the contact info (phone number, email, website, etc) listed in the first post?

I just called and I think I got her too. The name is Lana btw. She must be the only one on the job! Very nice, she said they would send it out soon.


I thought she said Crystal, but maybe I missed it...

Awesome service! I tried emailing only to get a response saying that they are unaware of a problem and then called in and the cute-sounding girl took care of everything...:D

cute-sounding girls are always helpful :)

To help speed up this replacement process, please go to the link below and complete the e-mail submission. Thank you! Blu-ray Support (http://studio.go.com/cgi-bin/gmail/generic_mail.cgi?template=video/dvd_report_a_problem/report.tpl)

Click the link to email them.

Thanks, I will give it a try.

Just called also, very quick and easy and she does have a cute voice in a nasally chipmunk sort of way. :)

I thought she said Crystal, but maybe I missed it...

I got Lana as well.

Who knows, maybe all their CSRs have cute voices.

I thought she said Crystal, but maybe I missed it...
I got Crystal too. Can't wait to get the new disc!

Just called, smooth process!

Has the # been mentioned here?

I'll second the ease and quality of service that others have commented on in their calls to Disney for the replacement. It seems that the Disney customer service model spills over into their home entertainment division too.

Since Time/Warner use to own Six Flags and a lot of us have had fun dealing with Warner Home Video... it seems the theme park analogy is appropriate on many levels.

Warner = Six Flags service
Disney = Disney

Has the # been mentioned here?

US: 1-800-723-4763
Canada: 1-800-877-2843 (May not be established yet)

Just got off the phone with Kristy. Very nice and energetic. Gave her my info and I even asked if she needed the disc number which she replied, "Nope. You can take that one and use it as a coaster, skip it across a pond, etc." I told her it would still be impossible to break because of the coating and she just giggled. She'll be calling back later... :D

-Brad

I'm not sure it's possible for Disney to have made this any easier. Well done.

All they asked me for was name, mailing address, and the little number off of the disc case.

It's funny, I've had to deal with Disney before with recalled DVD's (Dinosaur 2-Disc & The Kid) and they still had my info on file.

All studios customer service departments should be this competent.

I mentioned to the CSR that if Disney ever decides to start directly marketing their discs to the public, they should check out WB's on-line service, and do the exact opposite.

fitprod

Kudos to disney. I also got Kristi, about as easy as it could be. Very sweet girl. Wish more companies had customer service reps so helpful. She must have apologized for them about 4 times!

Congrats to disney on a very professional way to handle this issue. I hope other companies follow suit!

I don't even have this disc but I think I will call just for fun...sounds like a good time to be had whether you get Crystal or Lana...LOL;)

I don't even have this disc but I think I will call just for fun...sounds like a good time to be had whether you get Crystal or Lana...LOL;)

wow, do you know how lame you sound?

anyway, i have to run. i'm off to go buy a bad copy so i can call in. ;)

ok, i've already had it for a long time, but is it just one small framing error or are there many throught the film? is it worth it? the one, as is, has VERY good PQ, that is a known.

Well, looks like I'm going to need to wait until Monday to call in, as it's too late on Friday now. Great news though! :)

I will call on Monday morning and hopefully get to talk to either Lana or Krystal ;)

I will call on Monday morning and hopefully get to talk to either Lana or Krystal ;)

Hey,if you can't wait until monday...there is a ton if internet sites that will supply 800 numbers if you are desperate.....but the cost will be a tad more..;)

Hey,if you can't wait until monday...there is a ton if internet sites that will supply 800 numbers if you are desperate.....but the cost will be a tad more..;)

And they probably won't send you a free Blu-Ray. ;)

wow, do you know how lame you sound?



No more so than most of the responses on the previous page. Really uncalled for and I don't know why they are allowed. Beneath the dignity of the forum, IMHO.

Glad Disney is providing great service. Much better than the service Warner has given me so far.

I called early in the day yesterday, and I was told I'd be contacted then they knew how they would address the issue. Maybe the lady I talked to didn't realize how soon the discs would be available, but she did definitely know about the issue and asked me for the 5 digit spine code.

She did take my address so hopefully they'll be shipping my disc without any further action on my part.

She took my information down and is sending me my replacement... good thing I haven't watched my copy yet (nor have I seen it in theaters). Thanks for the info!

She took my information down and is sending me my replacement... good thing I haven't watched my copy yet (nor have I seen it in theaters). Thanks for the info!

Called Disney's 800 number on Friday to get information on how to exchange my disc. Talked to a nice women in their Wisconsin center. She took all my address information and asked if I had the disc with me. When I said no she told me that was OK and that a replacement disc would be sent out. Told me to destroy the bad copy when I received the good one. That's great service and PR on the part of Disney in not making us jump through hoops for the exchange.

Is there any news on when good copies will be in stores. I've been holding off buying the disc till they fixed it but I guess if the service is so good I could just go get one of the misframed ones and call for the new one. Anyone ask about it hitting retail shelves when you called?

I filled out the information on their "submit a report" webpage linked above about my BD disc with my email and phone number. I also included my home address and asked them to send me the corrected disc. Hopefully they will answer via email or phone to let me know my corrected disc is on the way. They will likely not ask for the bad disc back as it will cost them more postage just to collect the bad disc. Thanks for the efforts to get Disney to correct this minor problem.

That was easily the best customer service I've ever received from any company, bar none.

This isn't the first time such a thing happened, I remember years ago when the Back To The Future Trilogy came out on DVD as a 3 DVD set. Part 2 and 3 had framing problems. Universal then setup a customer service where you would call them, They would then send you a prepaid envelope to mail in the defective DVDs and then in about week or so later, You received the DVDs with the corrections fixed. That happened to me back then and was able to get the 2 discs replaced.

Just for information, I e-mailed Disney in the UK a few weeks ago.

They confirmed that they were also going to re-do the UK edition (which suffers from the same problem), but didn't say when, or whether there'd be an exchange programme.

They did say they'd get back to me when they had more information.

I'll keep you posted, in case there are any Brits reading this thread.

Steve W

I’d be keen to hear from anyone in Australia with info about whether Disney will do a replacement here…

I haven’t been able to find out any info as yet…

calling them today

Update: tried calling yesterday, but they were closed.

Just got off the phone with Karen a few minutes ago (12/17/07 @ 12:14pm) and they are sending me a new none. great customer service. No problems at all.

calling them today

Closed today.

Awesome, awesome thread. I was planning on buying all three PotC blu-ray movies after Christmas.

Please keep me (well, all of us) updated on how we can distinguish a fixed copy from an old copy in the store!

Kudos to disney. I also got Kristi, about as easy as it could be. Very sweet girl. Wish more companies had customer service reps so helpful. She must have apologized for them about 4 times!

Congrats to disney on a very professional way to handle this issue. I hope other companies follow suit!

I got Kristi too. The engagement is now official, but we haven't set a date yet. I'm thinking fall, but I'll let her make the final call. Lana is till available, so you guys better get to callin' ASAP.

Talked to Bonnie - all good for replacement. All I said was framing issue and she said it must be for PoTC:CotBP. She took Name, Info, and the small number on spine of of the case.

I called and got Crystal. Same easy process.

called, got Bonnie and the disc is on the way. I didn't have the original disc with me but it wasn't a prob. Thanks to the OP & Disney, cool!

I'm just hoping scummy people don't try and take advantage of this service just for a free Blu-ray movie.

Sheesh!

wish we had an all-female customer service department.

On hold now and singing along to Elton John - Circle Of Life since its playing while I wait for a rep



edit:

Very easy and great customer service. Thumbs up to Disney

I'm just hoping scummy people don't try and take advantage of this service just for a free Blu-ray movie.

Sheesh!

That's why I was hoping to get mine in as soon as possible before word gets out!

Anyhow, I just called. They asked if I had my disc in front of me and I said yes. All they asked for was the 5 digit stock number on the spine of the casing for their records. As expected they said I can just toss the disc when I receive the new one.

I have a collector's item now :)

Brandon

I just got off the phone with Karen and she told me that she is having my disc mailed to me tomorrow! BTW at the end she told me to destroy my old copy that I have, I was like ok. :D

Just called and talked with Bonnie. She did not say anything about destroying the disc, and said expect my new one in two weeks.

A Great customer service experience. Disney Rocks!

yeah, I hope people are honest here and dont scam them. You could just go into any retail store and get the 5digit number, than give them a call.

They should have asked for the number on the disk also.

Just called in and spoked to Crystal. She said that the replacement disk will arrived in 7-10 days. :rolleyes:

I just got off the phone..I think his name was Eric? 7-10 business days. No hassles. Great response from Disney like others have said.

Agree re: the potential dishonesty. It really is too easy to scam Disney on this one. Not sure if the number of the data side of the Blu Ray would be a better ID for verification.

It's awesome customer service.

But I dont like that all I had to do was call and give them my address, no questions asked. Replacement sent like that.

Then again it was a pretty effin big mistake.

I hope these aren't in the new warnerfied cases. Or is it just the disc itself?

Yeah glad they made this right.

People PLEASE DO NOT take advantage of this unless you have the BR disc that needs replacing..

Great job Disney..

chris

Kudos to the person at Disney that helped make this happen. Thanks Disney!

Let me also reiterate what others here are saying: PLEASE do not take advantage of Disney and ask for a replacement unless you have the disc.

PLEASE do not take advantage of Disney and ask for a replacement unless you have the disc.

+1

I did it. Very nice of them. Isn't it odd how we're very happy when a company handles things the way they should? Warner should learn a lesson from this.

I tried calling at 3:30p central time. The Canadian number is a fax. I'll send a fax tomorrow and see what happens.

The Canadian number for Disney is 1-888-877-2843.

called and spoke with crystal. very easy. disney really knows how to handle things.

The Canadian number for Disney is 1-888-877-2843.

Hey otis, have you called in to this number and requested for a replacement. I saw earlier in the thread, that the Canadian offices might not be taking calls for this as of yet.

Just called and spoke with Lana....same as others...very easy..just gave the stock# and address...disc with arrive in 7-10 days. Hold time was long...but other then that. No problems

Kudos to the person at Disney that helped make this happen. Thanks Disney!

Let me also reiterate what others here are saying: PLEASE do not take advantage of Disney and ask for a replacement unless you have the disc.

+2

I called them and asked if they wanted the unique code inside that you use for Disney Movie Club, but they didn't want that. They really should ask for that number. I know people will take advantage of this and get free movies out of it.

On a side note, I loved the fact that Disney isn't requesting for the original disc back. I know the original isn't any sort of collector's item, but it is nice that they are letting me keep it.

The number is posted on the disc it self. I have contacted them before on another issue. I emailed them for this issue.

Hey otis, have you called in to this number and requested for a replacement. I saw earlier in the thread, that the Canadian offices might not be taking calls for this as of yet.

I tried the Canadian number last week and a fax noise nearly made me deaf. Just phone the US number its 1-800 so it's free and they had no problem taking my Canadian address. Said 7-10 business days to receive the new disc.

I called and also got Eric. Was on hold for maybe 10 minutes but it wasn't bad. The whole thing was a pain-free ordeal.

I can't believe how easy this process is. I had to get a few combo HD DVD discs swapped out because of error codes and it took 2 or 3 months for the whole process and of course they wanted the old none-functioning disc back. Great job Disney!!

Bonnie hooked me up. On hold for about 10 minutes first. She said to expect delivery in about 2 weeks. Cool!

I just talked to Crystal and she was very polite knew exactly what needed to be done. One thing which is different from what everyone has said is that she asked me for the number on the spine of the case. Everyone else said no numbers from the movie were required. So have your movie at hand when you call in. Looks like they are trying to crack down on people getting free disc's, which is a good thing. I want to thank Denner again for finding and bringing this to our attention. Also Disney for having great customer service. I was on hold for about 15 minutes. No big deal I just continued doing what I was doing while on hold. So those who are calling in just be patient it will only take a second once you talk to one of the representatives. I like how Crystal said "Go ahead and do whatever you want with that disc, we don't need it back." Awesome! ;)

Just got off the phone with Eric. He asked for the spine number AND the number on the back of the disc itself. He said that they will be shipping out a new Disc 1 and I can use the current disc 1 as a coaster.

Thanks for the phone number and thanks to Disney for doing the right thing.

The Canadian number for Disney is 1-888-877-2843.

i called them and Bonnie took my name and address. Was on hold for 10min but it was an easy process. She asked for my disc but I was at work at the time. She said it was coming from the US anyway so fellow Canucks can call either number.

but do them a favor and call them with your disc number. If Disney knows we aren't taking advantage of them, they would be more likely to help customers out in the future.

Just called for the disc. They did not ask for anything other than my name and address. Great customer service.

I really hope people do not take advantage of this.

I just spoke to Crystal on the phone. She sent mine out 3 days ago. I guess due to my email months ago with disney support. She then connected me with Brian the techie and he confirmed that Samsung is working on a firmware fix with my 1200 & POTC3.
He even said that they have all the model players there and if they come up with a work around they will get in touch with me asap.

Walt should be proud.
I wish Samsung was as good as this.

Talked to Eric, same as dbacksfan51 - just my name and address. They must have a backlog of phone calls or something.

At least I can rest assured Blu Ray will win - does anyone think Paramount has service like this? :-)

My replacement disc came today. I had called Disney when the op mentioned the issue and they had taken my info then. So I hadn't called the number yet to ask for the replacement disc. Great that they followed through on the issue.

I am still in complete shock over how easy this process is to get this issue rectified. Its nice to see a major company/corporation/studio make things as easy as possible for their customers, when so many others make things difficult.

Can't wait to see the re-framed version to see if they have improved their encoding even more than the original already was. Assuming they need to re-encode and not just fix it on a computer.

Yeah glad they made this right.

People PLEASE DO NOT take advantage of this unless you have the BR disc that needs replacing..

Great job Disney..

chris

Amen! Actually when I called earlier today, Crystal did ask for a piece of info that only owners of the original release would have...so hopefully they won't get taken advantage of.

All they asked me for was my name, address, and phone number. She did not want any numbers off the disc.

Having said that, be prepared to provide that number as they seem to be spot-checking.

Since they ask for your name first, it's quite possible that they may have you in a database especially if you registered with them somewhere along the line for something else.

At least I can rest assured Blu Ray will win - does anyone think Paramount has service like this? :-)
That comment makes about as much sense as me saying that Blu Ray will lose because Disney messed up a very high profile release.

Disney's response speaks more about the company than it does about Blu ray or Hd Dvd.

I guess we'll have to wait for Paramount to mess up a disk first to see if they'll provide this kind of service.

I just called to get my replacement disc and it now says to email them your information and they'll send out a disc. The problem is I cannot make out exactly what the email address is.

Does anybody know? It's something like disney________@disneyhelp.com

I think the __________ is "insoul", but I really have no idea. Can somebody please help me out and let me know what the correct email address is.

Thanks guys!

I just called to get my replacement disc and it now says to email them your information and they'll send out a disc. The problem is I cannot make out exactly what the email address is.

Does anybody know? It's something like disney________@disneyhelp.com

I think the __________ is "insoul", but I really have no idea. Can somebody please help me out and let me know what the correct email address is.

Thanks guys!
I just called and got the same message. The address is disneyinfo@disneyhelp.com. I just sent the email.

...hinted at the fanclub that's grown around Crystal when I spoke to her today. That's what you get with a voice like Joey Lauren Adams, it's hard not to find it adorable... :)

I clearly have been confuddled, but I thought there were framing issues with Pirates II as well... At any rate, the 7-10 days promise was in place. Yay, Disney!

I called Disney yesterday.... They said I needed the 5 digit spine code (some people here said they didnt) and since I didnt have the disc with me at the time, I had to call back... anyways... should get it in about a week and all I had to do was take 10 min out of my busy schedule... not too shabby!

Uhh..is anyone else having troubles getting through? I've tried numerous times yesterday and today, and all I've been getting is a busy signal.

I just called the number for Canada and they agreed to ship my disc out with no hassle. They did ask for some kind of a number at the end, but I told them I was at work (which I am) and they said no problem. Great service!

Is there any news on when good copies will be in stores. I've been holding off buying the disc till they fixed it...Anyone ask about it hitting retail shelves when you called?

Same here. Any new information about this? I'd rather wait and just buy a good copy than buy the misframed one and go through the replacement process. What about ordering direct from Disney...one would assume they'd be the first to send out the "new" version.

I called Disney yesterday.... They said I needed the 5 digit spine code (some people here said they didnt) and since I didnt have the disc with me at the time, I had to call back... anyways... should get it in about a week and all I had to do was take 10 min out of my busy schedule... not too shabby!

Post #144 (http://www.avsforum.com/avs-vb/showpost.php?p=12517802&postcount=141) I was the first to reply with "One thing which is different from what everyone has said is that she asked me for the number on the spine of the case. Everyone else said no numbers from the movie were required. So have your movie at hand when you call in." A few others confirmed that, even one other person said something about them asking for another number on the disc itself.

They are also now asking for the UPC code to be emailed to that address with your info.

I called then emailed them today with all the info they wanted, but am I suppose to get back a reply that they got the message?

I just shot off an e-mail to the address listed above. I'm highly impressed with Disney for taking care of this, as it could have easily been ignored and forgotten about since most people won't care. In my email, however, I did mention they should get rid of the forced trailers and inability to skip straight to the menu. This was after I complimented them on fixing the POTC problem. :p

I included all of the numbers in my email, just to be safe. This included the UPC, ISBN, and stock numbers.

Just purchased this title yesterday, and haven't opened it - any way to tell if it is a newer version yet?

UPC code/graphics /whatever?

Where do I find the 'UPC' code? Is it the little number on the spine of the box? And do you think I'll have a problem getting a replacement sent to the UK? I bought mine through Amazon.com.

I called today the Canadian number and she (Lara) asked for the "5 digit number on the spine of the 'DVD'". No request to email or send anything. She did say to dispose of my disk 1 once I receive the new in the mail.

I used this Disney website (http://studio.go.com/cgi-bin/gmail/generic_mail.cgi?template=video/dvd_report_a_problem/report.tpl) (posted early in this thread as well) to report my faulty POTC disc.

I filled out the forum on Saturday, received a response requesting my address on Monday (yesterday) and then received a confirmation that Disney had received my address today (and will send out the replacement soon).

Just letting people know that it doesn't take that long to get a response using the online form.

Thanks, I will give it a try.

It's seems that they are accepting international customers.

I filled in that form and got an e-mail asking for my address and then another e-mail that they will send a new disc shortly.

That's nice to hear. Let me try out tonight. If they accept the request I would ensure that I remain grateful to BVHE and Disney throughout my life.

Called the Canadian number last night, not sure if I was redirected, but I don't think so. The girl that assisted me had an absolutely adorable voice, and I couldn't help, but let her know how cute it was, lol. She asked for the numbers of the case, but I was at work, so I couldn't provide it to her. I said I'll gladly call later in the night when I'm home from work, she said no problem and proceeded to take my info. Anyway, 2 weeks to get the replacement and I can keep the old disc as well.

Oh, when we ended the call, she actually called me by my first name and said thanks for calling, have a nice day, etc, not sure if it's cause I made her giggle with the cute voice comment of if they're really just that professional/friendly at Disney; either way kudos on Disney for the service provided here.

Uhh..is anyone else having troubles getting through? I've tried numerous times yesterday and today, and all I've been getting is a busy signal.
Interesting. It seems my work is blocking the hotline number. Tried with my cell phone and it worked fine.

Are they sending just a replacement disc for the movie, or sending you both discs? I'd rather not sit through the special features again. They're great and all, but having to force myself to watch it again takes the enjoyment out of it.

Interesting. It seems my work is blocking the hotline number. Tried with my cell phone and it worked fine.

Are they sending just a replacement disc for the movie, or sending you both discs? I'd rather not sit through the special features again. They're great and all, but having to force myself to watch it again takes the enjoyment out of it.
Maybe I'm misunderstanding you but, even if they sent you both disc who is forcing you to watch the special features again?

Someone posted earlier in this thread that the Disney lady on the phone said they are only replacing the first disc (movie disc) and it will come in a cardboard sleeve. So don't throw your current case out.

Edit: Found the post; mike171979 mentioned it in post #60. (http://www.avsforum.com/avs-vb/showthread.php?p=12491807#post12491807)

...

Someone posted earlier in this thread that the Disney lady on the phone said they are only replacing the first disc (movie disc) and it will come in a cardboard sleeve. So don't throw your current case out.

Edit: Found the post; mike171979 mentioned it in post #60. (http://www.avsforum.com/avs-vb/showthread.php?p=12491807#post12491807)
Oops, I am glad I saw your post. My Disney lady did not mentioned that to me when I called last week ...
____
Axel

Maybe I'm misunderstanding you but, even if they sent you both disc who is forcing you to watch the special features again?[/URL]
Thanks for the info.

As for why I would need to watch it again, I would want to make sure my special features were in working order. In case I ever had the need or someone else wanted to watch it.

I got my replacement for the pirates 1 bluray hidef. I was able to check for the mis framing.. its corrected now and looks much better.

Jacob

Jacob, how did the disc arrive? In a sleeve?

yes, and it was in a yellow package.

Jacob

Thanks, Jacob. Was the package well padded? Also, where was it shipped from?

I certainly am looking forward to receiving mine.

Jacob;
This is great news. When had you called in?
____
Axel

it was padded very well. it was able to fit in my small mailbox.. you don't have to worry about it being too big to fit..

I called last friday for it. I had called a while back.. I was already on the list.

I am not certain about where it was sent from.. at the moment.. I will have check when I get back home.

Jacob

All I can say is that I am amazed at how wonderful the process was. The person on the phone was very, very pleasant and professional. They could have made it much more difficult. This does not surprise me having gone to Walt Disney World. They truly go out of their way with exceptional customer service. This is why other huge corportations send their human resourse managers to Disney to learn about customer service.

Got mine today. Have not had a chance to check it out though.
I cam regualr US mail in a brwon/yellow envolope, paded in a small sleeve.

got mine too. its hard to tell the difference between tho old disc and new but there is a difference on the read side of the disc

Wow, that sure was quick, but I doubt I'll have it any time soon considering it's coming cross border for me.

Got mine today. Have not had a chance to check it out though.
I cam regualr US mail in a brwon/yellow envolope, paded in a small sleeve.

Same here. I had not expected it that early... Disney, thanks again!
____
Axel

Guess I'll have to switch mine out.

Mine also arrived today (called last Friday). Disney has really done a great job handling this.

I just called and got the same message. The address is disneyinfo@disneyhelp.com. I just sent the email.

Did you, or anyone, receive an auto-reply or any confirmation after sending in your email? I sent mine in yesterday afternoon and was just wondering if I should have.

Did you, or anyone, receive an auto-reply or any confirmation after sending in your email? I sent mine in yesterday afternoon and was just wondering if I should have.

I got a reply email today after sending a message to the address yesterday. Looks like I should have my new copy sometime next week based on the reports in this thread. Way to go Disney!

I guess the package was sent from WI.. not sure what state that is.

Jacob

I got a reply email today after sending a message to the address yesterday. Looks like I should have my new copy sometime next week based on the reports in this thread. Way to go Disney!

Thanks... hopefully I will receive one soon (and the disc of course). Sounds like it is going smoothly so far.

I am uploading and resizing pictures now, give me a minute I will show you the difference in the two.

I guess the package was sent from WI.. not sure what state that is.

lol Wisconsin. That would explain the MI (Michigan) person getting it early. Anyway, it is better than I expected, which was CA (California), since I am in VA (Virginia). ;)

Anyway, thanks for following up on that, and know I'm just ribbing ya.

Here is a comparison photo of the old framing and the new one.

http://tangerine.quickshareit.com/share/comparepotcde92e.jpg

I went to http://studio.go.com/cgi-bin/gmail/generic_mail.cgi?template=video/dvd_report_a_problem/report.tpl to report the problem. I bought my Pirates 1 and 2 BD from amazon.com a couple of months ago and have not even opened it. When did Disney fix the problem? The website is asking me to enter codes from the disk itself. Should I open the packaging and enter the disk info in the website. Also, how do I send the bad disk back to Disney?

Mission accomplished. Thanks go to Denner, Xylon, and everyone else that got the word out. Well done.

Is the new version color timed differently?

Hmm, I'm starting to think my call last Friday did not adequately handle the situation.

I'm in IL, so if the disc had been mailed to me from WI, I should have it by now since others have gotten theirs. Looks like it's time to follow up.

Is the new version color timed differently?


I was wondering that too based on the screenshots.

Perhaps who fell asleep at the wheel regarding the framing had also neglected to time the color properly? If so, it's nice if that's been corrected too.

I think that's the dvd capture alongside the misframed BRD.

Here is a comparison photo of the old framing and the new one.

http://tangerine.quickshareit.com/share/comparepotcde92e.jpgWhat the HELL!? They cut the guys legs off in the right frame! I'd demand my money back.

So, all they did was move the picture frame up? So we will now miss anything that happens on the bottom of the screen?!?
I'm consfused.
Or did the person taking this picture just Crop it to show us what's on top??

YES, I received my replacement.:)

And I must say very quick for a shipment to Europe, and that with all the christmas cards thet have to deal with !!!
(My Fifth Element took almost 3 months)

This is really great service, so to everybody outside the US/Canada, just fill in the form at the website and they will also give you a replacement;)

Damn goose, that was quick to the Netherlands! Maybe I will get mine by early next week so I can watch it again while I'm on Christmas holidays. :)

Again - how does the replacement work? Do I have to send the old one back? I have an unopened copy. Do I need to open it to enter the numbers into the website?

Mission accomplished. Thanks go to Denner, Xylon, and everyone else that got the word out. Well done.

+1

So, all they did was move the picture frame up? So we will now miss anything that happens on the bottom of the screen?!?
I'm consfused.
Or did the person taking this picture just Crop it to show us what's on top??

What you're missing at the bottom of the screen was not supposed to be seen. Basically the whole sequence was misframed, so we saw less of what we're supposed to see at the top, and more of what we're NOT supposed to see at the bottom. This revealed things like metal supports for beams the characters were standing on that the audience was never meant to see.

Take a look at the screenshot. The character is talking, I believe saying the "This is the day Captain Jack Sparrow ALMOST escaped" line, yet in the original Blu-Ray on the left all we can see is his mouth and tip of his nose. Yet on the right is the correct framing, and we can now see his entire head, hat included.

There's another shot in that sequence where Orlando Bloom's head is cut off in a similar manner, which should now be fixed too.

So yes, you're losing information at the bottom of the image. But it's information you weren't supposed to see anyway.

Now... That screenshot makes me want to watch some Coupling...

And I must say very quick for a shipment to Europe...

Wow. Now I'm a little worried that I haven't received my copy yet. Patience is not my virtue, but if it doesn't arrive by the end of next week I will have to follow up too.

Didn't get mine yet. Oh well, I won't be that disappointed if it doesn't show up.

I never noticed anything in the first place. :)

I just received my copy today here are some quick pictures(only took two days to receive since calling in):

http://img228.imageshack.us/img228/9894/packageem0.jpg

http://img228.imageshack.us/img228/4842/poftcqk7.jpg

I tried calling the 800 number yesterday, but it directed me to email my info to disneyinfo@disneyhelp.com , which I did.

I haven't received any sort of confirmation reply in a day and a half, though.

Should I expect a confirmation? Did I send to the wrong email address?

Thanks,

Ted

I tried calling the 800 number yesterday, but it directed me to email my info to disneyinfo@disneyhelp.com , which I did.

I haven't received any sort of confirmation reply in a day and a half, though.

Should I expect a confirmation? Did I send to the wrong email address?

Thanks,

Ted
I haven't received a confirmation email yet either. I neglected to include my phone number.

I called them last Friday, and I received my replacement disc today. I did not receive any confirmation in-between.

Does anyone know the timecode or chapter to go to verify it has the correct framing?

Does anyone know the timecode or chapter to go to verify it has the correct framing?Also received mine today. Quick. I find your comment funny. It shows us how subtle and insignificant this problem is, and why it took months for anyone to notice. :) Try Chapter 3 around 25 minutes

I got mine today also in a yellow mailer envelope with bubble wrap liner. Disc is identical to the other BD disc 1 with identical disc label and graphics even to the codes on the graphics (did not check the disc code on the back of the unfinished side of disc). Disc was in a paper CD envelope with clear window. I used their internet website to log my disc codes and put home address in the comment section. Disc arrived after 4 days--amazing customer service. Kept my other disc as a back up (misframing of original disc not a huge issue in my eyes but best to have it correct of course). Disney is much better to not request the old disc back as it saves them return postage and allows us to not be without the original disc while waiting for the replacement. Plus replacement is very, very fast and efficient with little trouble. I do believe they should REQUIRE the original disc or UPC codes to prevent fraudulent disc requests which will increase cost for Disney who will eventually pass it down to us consumers.

Also received mine today. Quick. I find your comment funny. It shows us how subtle and insignificant this problem is, and why it took months for anyone to notice. :) Try Chapter 3 around 25 minutes


Thanks for the assistance, however I wouldn't call the problem insignificant, but it definitely is subtle. :)

Dammit! Still haven't got mine. Called last Friday as well.

Probably the wonderful Chicago-area post office taking forever.

Is the envelope marked as 1st Class, or is it possible they're being sent via Media Mail?

Got mine today as well. Turn around was very quick and this is some of the best customer service I've ever encountered.

I haven't received a confirmation email yet either. I neglected to include my phone number.

I received my email confirmation today, which was about two days after I sent in the request. It didn't say how long it would take to receive the disc but others seem to be getting them quickly.

Yeah...how can you tell between the corrected disc and the incorrect disc...I mean on the physical disc itself? I have them both and I cannot tell without watching them.

I live in Australia and purchased the original from Amazon.

I contacted Disney through their "report a problem" link on their website and I received an email back asking for my address and telling me they would send me a replacement.

Now that's what I call service :)

Called Disney's 800 number on Friday to get information on how to exchange my disc. Talked to a nice women in their Wisconsin center. She took all my address information and asked if I had the disc with me. When I said no she told me that was OK and that a replacement disc would be sent out. Told me to destroy the bad copy when I received the good one. That's great service and PR on the part of Disney in not making us jump through hoops for the exchange.

Received the replacement in the mail yesterday. Thanks Disney. :)

I live in Australia and purchased the original from Amazon.

I contacted Disney through their "report a problem" link on their website and I received an email back asking for my address and telling me they would send me a replacement.

Now that's what I call service :)

How long did the reply take? Its been 2 days for me and they haven't replied. I figure at this point I should just call.

How long did the reply take? Its been 2 days for me and they haven't replied. I figure at this point I should just call.

I'm in the same boat! I did my request on the disney website 2 days ago and haven't heard anything back. I'm thinking if I don't hear anything today, I may call.

EDIT: Received an email notification an hour after this post asking for my mailing address for them to ship the disc to. Fantastic!! I hope it doesn't take too long to ship it to Canada!

I got mine today also in a yellow mailer envelope with bubble wrap liner. Disc is identical to the other BD disc 1 with identical disc label and graphics even to the codes on the graphics (did not check the disc code on the back of the unfinished side of disc). Disc was in a paper CD envelope with clear window. I used their internet website to log my disc codes and put home address in the comment section. Disc arrived after 4 days--amazing customer service. Kept my other disc as a back up (misframing of original disc not a huge issue in my eyes but best to have it correct of course). Disney is much better to not request the old disc back as it saves them return postage and allows us to not be without the original disc while waiting for the replacement. Plus replacement is very, very fast and efficient with little trouble. I do believe they should REQUIRE the original disc or UPC codes to prevent fraudulent disc requests which will increase cost for Disney who will eventually pass it down to us consumers.

Have you checked to see if the misframing is really fixed?

Have you checked to see if the misframing is really fixed?

I have, and it is according to the picture on the preceding page.

Yeah...how can you tell between the corrected disc and the incorrect disc...I mean on the physical disc itself? I have them both and I cannot tell without watching them.

I could only find the numbers printed on the data side of the disc around the center to be different. The replacement has a higher number. No clue what the 2,5,10 numbers mean either.

Original BD
Top layer - BVDL-008740A1 5
Second layer - BVDL-008740B1 10


Replacement BD
Top layer - BVDL-016570A1 2
Second layer - BVDL-016570B1 2

Just completed the form on the website. I'm in the UK so hopefully I will get the replacement disc.

I'm in the same boat! I did my request on the disney website 2 days ago and haven't heard anything back. I'm thinking if I don't hear anything today, I may call.

EDIT: Received an email notification an hour after this post asking for my mailing address for them to ship the disc to. Fantastic!! I hope it doesn't take too long to ship it to Canada!

Yup, received my confirmation email as well earlier this afternoon.

Called in Monday afternoon and got this from the mail today;

http://i142.photobucket.com/albums/r92/redstorm_photos/pirates2.jpg

Both disc look identical, so I just marked the original disc with a sharpie. ;)

Disc was mailed from Neena, WI and postage says $1.30

Happy Holidays to all!

I received my email confirmation today, which was about two days after I sent in the request. It didn't say how long it would take to receive the disc but others seem to be getting them quickly.
Same here. Sent my email request Wednesday night and got a reply back this afternoon.


Thank you for your email. We have received your contact information and will be sending you a new Pirates of the Caribbean Blu-ray disc shortly. If you have any other questions please reply with history to this email. Thank you for your patience. Walt Disney Home Entertainment Technical Support

Called in Monday afternoon and got this from the mail today;

http://i142.photobucket.com/albums/r92/redstorm_photos/pirates2.jpg

Both disc look identical, so I just marked the original disc with a sharpie. ;)

Disc was mailed from Neena, WI and postage says $1.30

Happy Holidays to all!
Is the number on the new disc the same ?
I believe it starts with L.

Still no email reply or disc for me, and I originally called last Friday. I guess they don't like me.

I received mine today. Wow that was fast and it came from the US! Thank you Disney.

got mine today called monday thank you disney

Is the number on the new disc the same ?
I believe it starts with L.

That's a good question - I assumed they would be different to help differentiate them, but checking mine (received today) along with my day-1 copy, both show Lot # 53455 and the code of L7041.

The only difference I can tell is in the number in the reflective part of the bottom of the disc.

I called Tuesday, and got mine today.

Got mine today as well, thanks Disney!

I also called Tues. and received my replacement copy today. Thanks Disney!

How long did the reply take? Its been 2 days for me and they haven't replied. I figure at this point I should just call.

Took a couple of days.

Give them a chance, I'd say they are pretty busy :)

OK. Since all are announcing the arrival, I got mine today.

Almost sounds like they are fulfilling these newest to oldest, not oldest to newest as they should.

I had placed my phone call on Monday and received my copy today via USPS. Thank you Disney for your support of your great company but also of Blu-Ray, two thumbs up!

I went to http://studio.go.com/cgi-bin/gmail/generic_mail.cgi?template=video/dvd_report_a_problem/report.tpl to report the problem. I bought my Pirates 1 and 2 BD from amazon.com a couple of months ago and have not even opened it. When did Disney fix the problem? The website is asking me to enter codes from the disk itself. Should I open the packaging and enter the disk info in the website. Also, how do I send the bad disk back to Disney?
How the heck can you read all of the numbers on the silver side of the disc? I can make out the BVDL sequence but there is another set I cannot read. Probably need a magnifying glass.

Called in Monday afternoon and got this from the mail today;

http://i142.photobucket.com/albums/r92/redstorm_photos/pirates2.jpg

Both disc look identical, so I just marked the original disc with a sharpie. ;)

Disc was mailed from Neena, WI and postage says $1.30

Happy Holidays to all!

Same here. GREAT response from Beuna Vista.

Called in Monday afternoon and got this from the mail today;

http://i142.photobucket.com/albums/r92/redstorm_photos/pirates2.jpg

Both disc look identical, so I just marked the original disc with a sharpie. ;)

Disc was mailed from Neena, WI and postage says $1.30

Happy Holidays to all!Disney (like other Blu-ray studios before) is doing a class act by setting up a replacement program for these discs. I'm looking forward to getting mine from Disney. Just as Disney did the right thing, I think that all of us should do the right thing when we get the replacement disc and throw the old "less than perfect" disc away in the garbage. That way they'll be out of circulation and not give anyone an unflattering picture of Blu-ray.

throw

Anyone got more screen shots of the new disc compared to the old disc? Thanks.

Received mine today as well. Called in last Friday. I'll probably keep both just for reference sake.

-Brad

Received mine yesterday. It took 5 days from the day I called.

Got mine in Canada, as well after 4 days, great support from them.

once i get my replacement...the original is going on craigs list for $10.

just got my replacement a few minutes ago, called on monday. excellent service and turn around time. Thanks Disney.

It would be nice if when you say you received your replacement disc you also say where you are located. That way someone farther away from Wisconsin doesn't get their hopes up and think theirs is lost in the mail.

Just a thought since I'm in Northern California.

and no I haven't received mine yet. Called Tuesday.

Let me also say thanks to Disney for their great customer service. My wife manages a medical device spare parts customer service department and I told her of my experience with Disney's service. She thought it was funny that I said I think I got a cavity dealing with the overly sweet reps at Disney. Let me hurry up and say that the experience was refreshing though.

Thanks to AVS forums and Disney Blu-ray.

I called 12/14 and received it 12/20 [6 days to Ca. (including a weekend)].
I was quoted a 7-10 day delivery.

Disney (like other Blu-ray studios before) is doing a class act by setting up a replacement program for these discs. I'm looking forward to getting mine from Disney. Just as Disney did the right thing, I think that all of us should do the right thing when we get the replacement disc and throw the old "less than perfect" disc away in the garbage. That way they'll be out of circulation and not give anyone an unflattering picture of Blu-ray.

throw

You know that is not going to happen..many people here are saying they are keeping them "for reference" even though part of the agreement for the replacement was to destroy the original, whereas others are bragging about trying to sell it locally.

IF XYLON/Denner had any impact on getting this replacement in gear due to Disney people following these posts, all that goodwill that they felt toward their early adopters is going to quickly go downhill.

I would not be surprised if they make people send in their disks and wait until they receive it before sending out replacements in the future.

I certainly won't be selling my old disc. Doesn't seem right. I may, however, give it to a friend who is much less likely to care about framing issues :-)

Mine arrived today too. I called Monday morning. Excellent service by disney. I'm with Avarice though and I may just give the old disc to a friend who wont and did not already see the framing issue.