UPDATE: THOUGH THE REPLACEMENT PROGRAM HAS ENDED, SEVERIN WILL STILL TAKE CARE OF YOU IF YOU HAVE A DEFECTIVE DISC!
Just over a year ago, Severin Films released THE CHANGELING in a fantastic limited edition Blu-ray, with new artwork, new extras, and a soundtrack CD! (Read all about it HERE.) But shortly after its release, some fans complained about having issues with their discs, which Severin quickly rectified. A week after release, they publicly apologized, explained the issues, and then had replacement discs made. Those shiny new error-free discs were then shipped out starting on Monday, October 1st to anyone that contacted Severin with a complaint and proof of purchase.
|This. THIS is how you handle customer service and respond to quality control issues!|
|Again, stellar job Severin Films! Top notch customer service!|
I ask this question because a fellow collector contacted me today and explained that their friend just purchased a new copy of THE CHANGELING on Blu-ray from Amazon.com (it seems that there's still some CHANGELING discs out there in the wild!), but when they contacted Severin Films about obtaining a replacement disc, they were told that the program had ended. For a company that puts so much effort into its customer service that just seems a bit... out of character.
|Sooo... [redacted] is stuck with a faulty product then?|
So why not go that extra mile and honor the agreement? The disc(s) gets replaced, and the new customer is happy and will likely continue picking up future Severin titles, knowing that they will have the guarantee a quality product, and quality customer service! Sounds like a win-win situation to me!
Yours truly has reached out to Severin Films for confirmation and clarification of the suspended replacement disc program for THE CHANGELING. I shall update this post with more information as I receive it! While you wait for an update, take a quick look at Severin's upcoming (limited) release of the KILLER CROCODILE movies!
UPDATE (09/22/2019): At this time, I still have not received a reply from Severin Films concerning the end of their replacement program for THE CHANGELING. However, they did in fact mail out a new disc of the film to the customer that notified me of the program's cancellation! Good on you Severin - I knew you wouldn't leave him hanging!
UPDATE (09/23/2019): A rep from Severin Films got back to me today. Here is what they had to say: "We appreciate you reaching out to us about this. The replacement program was running for a full year, and we shut it down mostly because requests had stopped coming in. We do still have replacement discs though, so anyone who missed out on during the full year the program was running can write to email@example.com with proof of purchase and he will handle it."
Discovered this issue recently. Sent emails to both "firstname.lastname@example.org" and "email@example.com" w/ proof of purchase. No replies as of yet.ReplyDelete
*shrugs* Guess I'll just stick with the 2.0 track. And stop pre-ordering Severin titles. Wait until they've been out for a year.
Disregard my earlier comment, Severin replied & shipped out a disc.ReplyDelete
It's the holiday season so they were probably quite busy - Glad they took care of you! I figured they would because their customer service is typically on point!Delete