Alert on recent trouble with defective disc exchange.

David Holm · 09-24-2003, 11:37 AM

Just wanted to pass the word along about some recent problems I encountered with a defective disc. I purchased Robin Hood Prince of Thieves 2 Disc SE from my local Best Buy store back in June. Just opened it a few days ago to watch the bugger. In horror, I realized that I was staring at Disc 1 and a second copy of Disc 1 - I was missing Disc 2 and instead had 2 copies of Disc 1.

I went back to Best Buy to get an even exchange - They refused to exchange the set as it was passed the 30 day limit on exchanges. Said there was nothing they could do about it...

So I called Best Buy customer service and explained the situation and how I just wanted an even exchange - the rep said they cannot take back the set as since it had been opened it could've been copied illegally - they said they've been instructed by the manufacturer to give me a number to call and listen to a recorded message.

Obviously, I hadn't copied the disc as I don't even have the means to do so and politely told him Best Buy just lost all my future business. (as if he could care less) He then said Best Buy has the same return policy as all other retailers. He then told me to have a nice day.

So I call this number for Warner Home Video - just a pre-recorded message saying to return defective merchandise to the store.

So I find a real number for Warner HV online and then they try and give me that same number again - I said I'd already called there and then they put me on hold indefinetely...

I guess I will have to be sure to open every disc immediately after purchase from now on - which I've been much better at but slipped up on this one...what a joke...who ever heard of such a thing. So now I'm stuck with this piece of crap copy of Robin Hood POT, without the second disc which is the only reason I bought it (since I already have the first version on disc)....

Dave

Mark Cappelletty · 09-24-2003, 12:29 PM

David,

Try Suncoast. Or Borders. And tell them it was a gift. Be sure to tell anyone where you try to return it for an even exchange that it's a gift; most places (particularly mall stores) will be good about it.

Bill Burns · 09-24-2003, 12:56 PM

On future purchases, late returns might be smoothed by saying it was a gift, but I'd discourage you or anyone from trying to convince an honest store you bought it from them when you actually bought it elsewhere.

The store would have to ship the defective copy back to WB, presumably at their own expense? Don't hurt a good store for the poor dealings of another. I'm not sure how that store/studio returns system works (who bears shipping cost, whether the replacement copy is reimbursed to the store by the studio), but take the high road.

However, as to Best Buy/WB, you might politely point out to the idiots with whom you spoke (

not that kinda polite, but hey, we can be frank around here) that you do not have the ability to recreate DVD cover art. I don't own the set, but I presume Disc 1 has artwork on one side of the disc? It would also have printing in the center hub designed to identify it to the studio -- the duplicate Disc 1 will also have this artwork and printing, and neither could be duplicated by a consumer without expensive and time consuming effort, and very sophisticated equipment, I presume. Their "excuse" for denying you an exchange is little removed from outright theft, particularly WB if they were informed of Best Buy's response -- the studio should always step up to take care of customers when the legitimacy of a claim is demonstrable (if you have the original receipt and can ship them the two discs to demonstrate they are two copies of the same disc, both obviously manufactured by WB themselves). They should also reimburse that shipping cost, even if it's only a dollar or two.

I'd dare say Best Buy Customer Returns departments will differ in their friendliness from store to store -- you could/should only return it where you bought it, as per above, but you might even head back in when someone else is working Customer Service and try returning it one more time. I had an idea for playing on their symapthy in a way that might get them to do the honorable thing, but it involves a fib (seriously, if they'll honor a product bought for someone's birthday but not a product you've purchased for yourself, something's screwy ... but still, let's stay completely on the up and up), and who wants to encourage that? So on second thought, you might just try a straight exchange again. As posters further down have pointed out, defective is defective. A legitimate claim to a defective product should always be honored when that claim is documentable (receipt, discs that clearly are not DVD-Rs or other illegal copies; scratching is another matter, as that could be consumer induced and time limits on returns for scratching thus make great sense -- but a duplicate disc in lieu of the correct disc is clearly a manufacturer error). Any attempt to return it to another store location or another store, as I said above, gets a definite

-- don't penalize the honest and honorable to repair damages done to you by the dishonorable (I'm sure you never would -- I'm just trying to make my advice clear); that's theft even more surely than (unknowingly) selling a defective product and then refusing to exchange it.

Thanks for the heads up to others who might wait before opening a new purchase -- I never tried to return it, but an on-line purchase of The Good Fairy yielded a factory sealed package with no disc at all inside, something I found out three months or more after I bought it (and after I'd misplaced the receipt). Lessons learned.

Eric Peterson · 09-24-2003, 01:23 PM

I would recommend trying again at a different Best Buy, but not presenting your receipt.

Simply say that I bought it earlier this week and lost the receipt. I've never had a problem getting an even exchange without a receipt and most stores will do that as long as it is currently stocked inventory.

I've never heard of Best Buy treating a customer so rudely and I would be very pissed off if I was you.

Scott Kimball · 09-24-2003, 02:04 PM

While I feel your pain, the bottom line is you wanted to return it after the posted 30 day return period (90 days!). This return policy is in the store near the registers, and on every receipt. Best Buy was within their rights to refuse the return...

No offense, but I'm not at all surprised by their reaction.

I always check DVDs immediately for visible damage or bad packing. Fox digipacks are checked in the parking lot, since the rate of defective sets on those is very high... it saves me a trip back to the store.

I have returned about a dozen discs to Best Buy for exchange... always within the 30 return period. They have always been very good about exchanges - opening the new sets in-store to check for damage at the counter. In the case of multi-disc sets, they'll do a mix'n'match if the new set has a different bad disc. If they are out of stock, they refund my money, no questions asked.

-Scott

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Jack Briggs · 09-24-2003, 02:12 PM

A polite reminder: Please don't advise members to resort unethical practices when dealing with disc exchanges.

Brian Kidd · 09-24-2003, 02:15 PM

Another reason I open all my purchases right away.

Terry H · 09-24-2003, 02:59 PM

Quote:

I always check DVDs immediately for visible damage or bad packing. Fox digipacks are checked in the parking lot, since the rate of defective sets on those is very high... it saves me a trip back to the store.

PienSavaca · 09-24-2003, 05:02 PM

Quote:

the bottom line is you wanted to return it after the posted 30 day return period (90 days!).

I think you're confusing the INTENT of the policy with it's exact wording. The policy is in place to discourage excessive returns and make sure that customers are paying customers and not 'renters'.

They should not have turned down an 'even exchange'. The thirty day policy is inadequate for a frequent customers and multi-disc sets. ABC takes a whole season to show "Alias", but a Best Buy customer should view all his DVDs within 30 days to ensure that all the discs are in working order? I think not.

It may be of note that the exchange policy rules are loosened right after christmas. Just set it aside and go return it Dec 27th, the same employee will happily do an exchange for you. Now, how ridiculous is that?