Originally Posted by Phantom Stranger
Cliff seems like a nice guy but never forget his participation on Blu-ray forums is solely to promote Shout Factory's various releases. He likely knew all along about the problem but like Baghdad Bob, had to keep repeating the company line. It's why Hollywood studios don't extend their marketing representatives out too far in uncontrolled interactions with the public on the Web. Eventually it comes back to bite them in situations like this one.
Actually, based on what I've seen, Cliff seems like a jerk.
There's a massive difference between repeating the company line and being downright disrespectful to people. That kind of behavior is unprofessional as well as a potential business killer and he needs to be muzzled for the sake of the company alone.
I've seen his kind before and those are the types that drive away customers to the point the company risks not being long in this world.
On the other hand, the way the mistakes in Season 1 of the ST:TNG set was handle was textbook customer service. You quickly and efficiently offer a replacement product along with a "thanks for your patience" card that shows class and professionalism.
The alternative is to say nothing at all if it isn't going to do anything to make customers happy, then fix the issues in the work going forward - which is apparently the way they'll handle season 2.
Spouting venom on the internet when people have you by the balls is a good way to get neutered.