The title pretty much says it all. I have the "Planet Earth - The Complete Series". I purchased it in 2008 from Amazon and watched it all soon after receiving it - every disc played fine.

I just watched it again and 2 of the 5 discs now have freezing problems. In addition, a 3rd disc is not even playable - when you make a menu selection on the main screen nothing happens at all! This happens in 2 different DVD players. I searched Google and found an e-mail address, e-mailed them and the e-mail bounced back quickly - saying that the address does not exist. Anybody have a valid e-mail address to request a replacement DVD Set?

The address that is not correct is: [email protected]

Thanks in advance.

BBC America shop customer service

I don't think BBC America has anything to do with the Blu-ray release.

I think it also depends on which version he has, since, IIRC, the US and UK versions were published by different companies.

Thank you people. I found out that the set was released in the USA by Warner Home Video. I have contacted them and am waiting for an answer. I'll let you know the results. Thanks again.

Well, Warner Home Video has not bothered to answer my e-mails after 3 days, so I am asking you folks - does anybody have an e-mail address for Warner Bros, Warner Home Video or any other Warner e-mail address that has resulted in you getting defective discs replaced?

I had an address that I used to get 2 or 3 defective DVDs replaced, but unfortunately my computer had a problem and all old e-mail is gone, all addresses gone, etc. I have no idea who I contacted there, or how I got an e-mail address, but the person i dealt with was very helpful, very friendly and had no problem with mailing replacement discs to Japan! Amazing, eh!

PLEASE HELP!

There's a sticky thread in the Store Forum that lists phone numbers and email addresses. There's a section for studios. Can't vouch if info is up-to-date.

From the header, I thought this was a new series about our "Defective Planet Earth."

I completely revamped and updated the Studio section last month, so it should be all correct and up-to-date.

Thanks to both TomOpus and Todd B. I checked the sticky in the Store Forum, found the link and have sent an e-mail. Let's see what happens next.

I contacted someone that worked at Warner to replace the Superman DVD set defective discs, and shipped them to Japan as well. I'll see if he can help.

Did the BBC America contact site help at all?

manicsounds - no response yet, but I just e-mailed yesterday, so let's give it a couple of days. Thanks for your response.

manicsounds: Still no reply of any kind from Warner. I think I am ready for your assistance if possible. Thanks in advance.

Did you try calling Warner instead?

Todd B. It's an expensive phone call from here in Japan. I could probably just buy a new set of DVDs for the price of the call, especially if they put me on hold for 20 or 30 minutes while I "wait for the next available representative".

Oh, right, sorry forgot about that. You could use Google Chat Voice through your computer to make the call for free though:

http://www.google.com/chat/voice/

Skype would be another option to place the call that would only cost a few cents.

I have neither Gmail (as required for Google Chat Voice, according to the link you gave me) nor Skype and don't have a big desire to get either of them just for one phone call. Thanks anyway.

Well, I posted this problem back in March and now it's nearly the end of June. The problem has FINALLY been resolved and the replacement discs are FINALLY in the mail (supposedly). WB takes care of CS for the BBC in the US and Canada. Their CS absolutely sucks. After having no e-mails at all answered for a month, one DVDTalk member finally PM'd me with an e-mail address for a CS person in Canada and I contacted that person. After 20 or 30 e-mails back and forth, I finally got the problem taken care of. Seems they spend most of their time sending e-mails back and forth to people with problems rather than just apologizing and taking care of the problems! Then, finally, they told me they could not send the replacement discs to Japan, so I had to give them the address of a friend in the USA and the discs are (supposedly) being sent to that friends home, where I will have to pay postage to have them forwarded on to me here in Japan.

Now, a different story! After I re-watched the Planet Earth set and discovered the defective discs I also re-watched the "Six Feet Under" set and found a disc in that set which would no longer play. That set comes from HBO. On their website I very easily found a place to report a problem, they responded within 24 hours and sent me the replacement disc by Fed Ex - I had the replacement disc in my hands 2 weeks after I discovered the problem.

What a difference. Could WB take a lesson in Good CS from HBO!

Considering that HBO is a sister-company, it's weird. Sometimes you get lucky, sometimes not with customer service. And it gets especially difficult with international buyers.

One thing that may suck is that after watching BBC documentaries in HD for many years now, when I finally finished the BBC Planet Earth DVD set recently, I was surprised how "low" the picture quality was.

I've looked all over both the main HBO site and the shop.hbo site and can't find a place to report a problem unless you placed the order with them. At least that's the way it appears as the "Contact Us" form has a order number line. Could you share the link you used?

BobO'Link: I just left the order number line blank and the site did not tell me anything like "all fields must be filled in" or anything like that. My message went through.

^Thanks! I wondered if that might have been what you did (that works for Fox, too). I'll give that a try. I have a "Rome" set with a disk that won't play an episode unless you go through the Chapter menu.

BobO'Link - You're welcome. Good Luck!