I sent them an e-mail and got an auto-response, which didn't answer my question. Their response said to reply to the note if you want it routed to (presumably) a person in customer service.

But that just resulted in the same auto-response.

Is there a way to break out of their automated system and get an actual person to read my note?

Yes there is a way but their customer service is a complete joke. I tried (with no results) to return 2 Blu-Ray titles that were ordered my mistake and I was on the phone 3 times and none of the reps knew what they were doing. They all gave me different information. The email responses are crazy (when they respond). They won't answer you questions directly. I would just say forget whatever issue you have with them and move on. I will never do business with them again.

So what's your method? Thanks.

I guess what I was getting at was don't bother. They are not helpful at all by phone or email.

If you still want to give it a try calling the number in this thread
http://forum.dvdtalk.com/showthread.php?t=339191

-David

The number (1-866-393-7529) listed in that NEW Customer Service Phone Number thread seems to be a fax line. OP, try this number (1-800-818-1941) and select the options for orders. Stay on the line until you get through to an operator. Good luck!

OK, thanks all. I decided the issue I was trying to contact them about isn't that critical so I've given up.

That's the point that I reached with FYE. I finally gave up because it just wasn't worth the hassle anymore.