Columbia House ISSUES with Them Sending Wrong DVD
 

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I recently joined CH again, and ordered The Thirteenth Floor as an enrollment title. If you search for this title on their site, it says:

The Thirteenth Floor 1999 Full Screen & Widescreen • Special Edition

which would lead me to believe this is a dual sided disc containing a full screen presentation on one side and a widescreen presentation on the other. If you then click on the title to go to the description, it says:

The Thirteenth Floor
Widescreen

and

Format: Widescreen

However, the version I got says 1.33:1 Fullscreen on the back. After a little research, I have discovered, as I'm sure many of you know, that Sony/Columbia/TriStar has reissued many of their releases in full screen only, and The Thirteenth Floor is one of them.

Do you think CH is going to make may pay shipping to send this back and get a different enrollment selection? Has anybody run into this problem with them before?

Thanks for taking the time to read this.

I had the same problem with The Fan. It was one of those Sony titles that dropped the OAR.

I would just call CH and ask for a pre-paid postage sticker for a return and ask if you can exchange the disc for something else. Make sure to mention the website lists the incorrect aspect ratio.

Here's the response I received from them this morning:

Thank you for your e-mail message.

Account #xxxxxxxxxxxxx

We appreciate being informed the selection
indicated on your invoice was not received.
A postage paid mailing label is being sent via
U.S. Mail for your convenience in returning the
following selection you received in error.

THIRTEENTHFLR. (Full Screen)

A replacement order for the following is currently
being processed.

THIRTEENTHFLR. (Wide Screen)

If we may be of further service, please let us know.


Sincerely,
Alana Morgan
Customer Service

-I wonder if I'll end up with a copy of the same disc, or if they happen to have some wide/full copies left...

You are going to get the exact same copy. I had this happen with Gattaca, I eventually gave up and sold one of my copies and bought the superbit version at bestbuy for 10.

Dont bother with trying to convince them of the different aspect ratio, they don't care and won't research it at all. The UPC's are the same, so to them it's the same.

When this one comes in, just return it sealed and they'll credit your card with the return.

I have this just happen to me. and its one of those columbia ones too.

So I finally received the replacement and, as starman9000 predicted, I received another full screen copy. Here is the email exchange that has since followed:

Hello-

I just received the replacement copy of The Thirteenth Floor today. However, just like the last one that I sent back to you, this one is Full Screen only. Again, I do not want the Full Screen copy. On your website, it states that this title is Full Screen and Widescreen. This is not the case - the back of the case lists that it is Full Screen only. If you do not have any copies that include the Widescreen version, I do not have any need for this title, and would like to replace it with another. Please let me know if this is a possibility. Thank you.

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Please accept our apology for the inconvenience
you have experienced.

Some DVD's are Full Screen on one side and Widescreen on the reverse. In this instance,
it is necessary to flip the disc to the desired viewing format.

When a DVD is offered as Widescreen and Anamorphic,
also known as Enhanced, you simply select from the
menu which format you prefer to watch.

If we may be of further service, please let us know.


Sincerely,
Deacon Stewart
Customer Service

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Hello-

I understand that some DVD's are Full Screen on one side and Widescreen on the reverse - I have several of these in my collection. However, this DVD is not a dual sided disc. It is full screen only, as listed on the back. Again, I do not want the full screen only version of the Thirteenth Floor. As such, if you have no copies of the dual sided Thirteenth Floor, which contains the widescreen version, I would like to replace this title with a different one. I would be happy to send the disc back as I did last time. Please let me know if this is possible. Thank you.

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

We apologize for the problems you have encountered
with our online service.

We are unable to set your account up to only receive
the Full Screen or Widescreen format. We process
orders using the selection number provided when an
order is submitted. The format of each selection is
indicated on-line as well as in our magazines. We
suggest before placing your order, you verify the
format of each title in the Special Features section
on-line or in the magazine.

You may return the unopened selection at your
expense. Please mail the package via 3rd or
4th class mail to:


Please be sure to include the invoice and an
explanation for the return.

Unfortunately, the following selections are not
available at this time.

"The Thirteenth Floor" (wide screen)

Since we continually add new selections to our
inventory, please watch future printed materials
as well as our website for updates.

We would be happy to process your orders via
e-mail. Please provide the titles and selection
numbers of the items you would like to receive.

If we may be of further service, please let us know.


Sincerely,
Jonathan Samuels
Customer Service

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Hello-

I'm not certain that you are taking the time to read my emails, as your responses are cryptic and don't really address my issue. Please read this email in it's entirety and respond accordingly.

You suggest below that I "verify the format of each title" and that "the format of each selection is indicated". As I stated in my original email, and have since reiterated, the format indicated on your website is Full Screen & Widescreen. However, it is not Full Screen & Widescreen. It is Full Screen only. It does not make sense that I would return the selection at my expense when it is your company's error. Please, take a moment and go to your website www.columbiahouse.com. Search for selection number 2387207. You will see it plainly stated that this title is in a Full Screen & Widescreen format.

Now, if you cannot provide the title as advertised, I would like to exchange it for a different one. If you will please send another postage paid label, I will return the incorrect DVD again. In it's place, I would like selection number 3286804, titled "Scanners". This title is valid for enrollment, as was the Thirteenth Floor, so I do not expect that I will be charged for this.

Please, so that I can be sure you understood the intent of my email, would you be so kind as to briefly paraphrase what I am asking in your response, and clearly let me know if this is a viable option? If you cannot do this, would you please escalate this issue to your superior. I would like to get this resolved. Thank you very much for your time.

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So there you have it. Am I not being clear enough in my emails, or are they purposely trying to be vague and insulting? I suppose that I will have to end up calling, but we'll see how they reply to this last email.

You're being plenty clear. They may not be doing anything purposely... they may just be totally clueless.

I just got done watching THX 1138. Perhaps you're actually interacting with a machine? Even the 'confession guy' in THX was more responsive than these guys!