HistoryProf

and they are ecstatic they never have to worry about getting another asinine request from you

Heat

For those of you who think that my request to Criterion was completely out of line - how is that different than saying "I have a standard DVD and want a Blu-Ray DVD. Let me give you this standard DVD and some cash and you send me a Blu-Ray DVD."

Is requesting a trade for a standard DVD to Blu-Ray DVD, and I quote, an "asinine request"? It's the exact same issue, an upgrade to an existing DVD. Except they ignored my request and are welcoming the Blu-Ray upgrade.

gonzoisking, you shouldn't be in customer service.

chris_sc77

^Dude! Keep your dvd's in their case and handle them with care. It's not rocket science!
It's your fault if the disk wound up with scratches on it. After you opened the dvd originally.
Sorry, but if i have a car and i drive it for a long time and keep ramming it into the the damn concrete wall on the side of a building do you think I should go into the car dealership and demand a new car?

tylergfoster

No, but what if the windows weren't keeping rainwater out after a few months? I would certainly go back to the dealership, and I bet you might too. And even if it took a few years, I don't see what's wrong with going to them and asking if their in-house specialists can fix it.

Just because the guy's disc was cracked doesn't mean that he was spiking it into the floor after every viewing and playing frisbee with friends when it wasn't being used as a coaster.

chris_sc77

DVD's dont scratch themselves unless they are floaters or something.
The fact Criterion didnt even send a response to that obscene request says all that i dont even need to say.

kingtopher

I've had two instances where I emailed Criterion about replacing something and both times they've gotten right back to me. The first was when I bought the original edition of the Third Man years ago and my copy didn't have a booklet inside. They sent me one free of charge, and it got to me in only a week or so. The second time I was from opening up my copy of Touchez Pas Au Grisbi and having the security sticker damage the top of the insert by peeling off the finish from the part that stuck up above the clear protective slot. I emailed them and offered to buy an insert if that was possible or at least to pay for shipping, and again they sent me a new insert for no charge. I've never dealt with a company with such great customer service who go out of their way to make their customers happy, and its one of the reasons I love buying their products.

Heat

Criterion screwed up when they didn't include the insert / damaged the insert with the security sticker, they were just making right. I don't call that "great" customer service.

Let's say that instead of an insert not being present, you had set it on a coffee table and your dog ripped it to shreds. You send Criterion an email and say "hey, I'd like to send you some money to replace this insert, I can send you the chewed up insert". Do you think Criterion would have done it? Or would they have ignored you, calling your request "asinine" and "obscene"?

What would good customer service be? Just look at Disney:

http://disney.go.com/disneyvideos/dvdsupport/faq.html
or look at Universal Studios, they also have a disk replacement program, $7.95 to replace a damaged disk.

http://www.universalstudioshomeenter...placement.html

Is it still so crazy for me to expect the courtesy of a reply from Criterion when I ask them about a disk replacement program? Criterion's non-response was bad customer service, that's why I refuse to do business with them again.

Walt Disney: "If you screw up, we'll help you."
Univresal Studios: "If you screw up, we'll help you."
Criterion: "If you screw up, tough luck."

WillardC

I have had great experiences with Criterion's customer service.

I bought a used copy of Richard III and the top security sticker had torn and damaged the top part of the artwork. I e-mailed Criterion asking about purchasing a replacement cover sleeve and they sent me one free of charge.

I aslo bought a new copy of Le Circle Rouge missing a booklet. I asked Criterion about this and if they could send me one, and a week later one arrived in the mail.

My favorite example though is when I e-mailed them about their black "Director Approved" stickers. I threw a few of mine away before I started saving them, and I e-mailed Criterion about possibly getting replacements. They told me they always keep some around the office but didn't have the ones I needed because they were older titles. They stayed in contact with me a few days while they looked for the ones I needed but just came up empty handed. Just the fact that they even responded to my request for a STICKER shows they care about their fans.

DeanoBKN

This.

AGameWithStones

Yeah, I've always had great experiences with them, too. They even sent me cover art for one of my discs when a cat decided to lob a hairball at it.

kingtopher

I don't know what kind of magical luck you have with companies, but yes, this qualifies as great customer service. As much as I love Warner Brothers, I'm pretty sure my email would have been left unanswered if I had asked for something similar. Same goes for most DVD studios. Just having a customer service person you can contact who responds to you and doesn't just send you one of a handful of canned responses is good.

beebs

Indeed! It's stupid that this title never had a R1 release. Thanks Criterion, you're earned a special place in my heart.

beebs

In today's day and age, getting a company to respond in the timely matter and resolve something quickly to your complete satisfaction is no longer a given. What used to be just good customer service, I think, has become exceptional. My experience with the customer service teams at the studios has all been quite equal, every request I've had for replacement discs or inserts has been handled promptly, fulfilled accurately, and with no cost to me.

tsetse27

+1!

hopefully there will be special edition of Spanish Prisoner...

NoirFan

Now you've got an excuse to pick up the excellent Second Sight R2 3-disc set, it's packed with extras.

MikeShaynePI

You forgot the part where they anally rape you.

That exchange program is such a joke. Anyone that uses it is a moron.

Richard Malloy

I still have my fingers crossed for "WINGS OF DESIRE" this Fall... and I'm really hoping we also see "MONSOON WEDDING", but I don't think that one's received an official confirmation.

David Levine

I hear you. I can't even play Devil's Advocate. I tried. I figured *maybe* someone would want to upgrade Last Emperor, and the BR in the SD package isn't a bad idea because of the book that comes with the SD.

But then I looked on Amazon and the BR is 24.99 with no tax and no shipping (if you're a Prime member).

So for 25.00 you can have a BR disc in SD packaging (when they get around to shipping it to you) or for 24.99 you can have both complete sets (in 2 days).

I really believe they don't want people to use it. But its good publicity if you look no deeper than the surface.

NoirFan

According to the Criterion newsletter(s), Wings of Desire was supposed to get a summer release, with Monsoon Wedding in the fall.

OldBoy

just saw this again on cable last night. that would be nice.

NoirFan

DVD Beaver on Homicide - looks like an underwhelming transfer.

manicsounds

The Human Condition

NoirFan

That Hamilton Woman

nitin77

hmm, Hamilton Woman looks a bit weak. Human Condition looks fab though/