Time to return your copy of THE BLACK HOLE

3 Stars

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Now I remember why I canceled my membership with the Disney Movie Club

Try calling their customer service number. You go through an obstacle course of automated prompts and none of them immediately get you to a live customer support agent.

I had to call twice to find a way to trick the automated prompts, or at least, find the right set of prompts to get me to someone.

I believe I selected “billing issues” and just let them play out all the possible phone press options before they finally gave me the opportunity to press “0” for customer support.

Then there was a 10-minute wait for an agent. I decided to have DMC call me back and left my phone number.

DMC called back 20 minutes later. An overly happy cast member was on the other end.

I told the cast member that I heard that THE BLACK HOLE was being replaced.

He put my order in. Said there was no need to return the bad version.

He then tried to sell me a copy of the live-action, THE LION KING with a lithograph. I politely declined.

So, if you want to endure the hassle of getting through to them on the phone, I would urge you to do so.

Perhaps there was an easier way to get this done.

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Kevin Collins

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48 Comments

  1. I have usually found that pushing "0" when the first prompt is heard gets me to a live person. It's an easy trick, but an effective one for pushing through all the other crap. Might work with Disney, too. And the "overly happy cast member" is absolutely what the company demands. The person you are speaking with might in fact have an angry scowl with fangs showing, but the voice must be Mary Poppins sing-songy (and obnoxious).

  2. Dick

    I have usually found that pushing "0" when the first prompt is heard gets me to a live person. It's an easy trick, but an effective one for pushing through all the other crap. Might work with Disney, too. And the "overly happy cast member" is absolutely what the company demands. The person you are speaking with might in fact have an angry scowl with fangs showing, but the voice must be Mary Poppins sing-songy (and obnoxious).

    First thing I tried. Did not work until I got to a certain set of prompts and then I had to sit and listen to it all.

  3. Ronald Epstein

    View attachment 63714

    Now I remember why I canceled my membership with the Disney Movie Club

    Try calling their customer service number. You go through an obstacle course of automated prompts and none of them immediately get you to a live customer support agent.

    I had to call twice to find a way to trick the automated prompts, or at least, find the right set of prompts to get me to someone.

    I believe I selected "billing issues" and just let them play out all the possible phone press options before they finally gave me the opportunity to press "0" for customer support.

    Then there was a 10-minute wait for an agent. I decided to have DMC call me back and left my phone number.

    DMC called back 20 minutes later. An overly happy cast member was on the other end.

    I told the cast member that I heard that THE BLACK HOLE was being replaced.

    He put my order in. Said there was no need to return the bad version.

    He then tried to sell me a copy of the live-action, THE LION KING with a lithograph. I politely declined.

    So, if you want to endure the hassle of getting through to them on the phone, I would urge you to do so.

    Perhaps there was an easier way to get this done.

    It is possible that you encountered heavy call volume due to DMR (now Disney Insiders) just coming back online after a longer than expected delay and that site still has issues with members having lost points in the transition.

  4. Ronald Epstein

    First thing I tried. Did not work until I got to a certain set of prompts and then I had to sit and listen to it all.

    Thanks so much Ron for all the information and also for fighting the good fight going through Disney Hell.

    I have one question, though. I held off buying the BLACK HOLE because of the overture issues. Can I now buy one from the website that is corrected, or do I have to go the route you did, and call on the phone?

  5. lark144

    Thanks so much Ron for all the information and also for fighting the good fight going through Disney Hell.

    I have one question, though. I held off buying the BLACK HOLE because of the overture issues. Can I now buy one from the website that is corrected, or do I have to go the route you did, and call on the phone?

    Disney is in the process, per The Digital Bits, of pressing corrected discs and has temporarily removed the title from its site.

  6. lark144

    Thanks so much Ron for all the information and also for fighting the good fight going through Disney Hell.

    I have one question, though. I held off buying the BLACK HOLE because of the overture issues. Can I now buy one from the website that is corrected, or do I have to go the route you did, and call on the phone?

    If the copy shows being available NOW, don't buy it.

    The corrected version releases on the 16th of the month (if I am remembering correctly).

    You may want to wait until then to order it. Something tells me Disney pulled the existing copies, but I may be wrong.

  7. BobO’Link

    FWIW I joined DMC again on 9/14 selecting The Black Hole as one of my enrollment titles. That shipment is still "processing" which tells me it's being held due to issues with that one title and when it does ship it'll include the corrected version. I have no hard fact/proof of this but it's just too coincidental to not be the case.

    Bob, I would bet my life that is the reason.

    Orders ship out within two days in most cases. The fact that you have been waiting since 9/14 is very telling!

  8. I always pick the prompt that would mean the most for the company. If one of the choices say is “push 3 if you want to make a gigantic purchase over $50,000”, I push that. I usually get a live person quickly who helps me or at least puts me on to the person who can.

  9. Somewhere around 9/9 or 9/10 they started holding orders for the TBH. Some people received letters explaining the recalled release, some even got a Line Item on their Order Summary or email that said Black Hole – Letter, others didn't. I'm not aware of anyone who has gotten dispatch of an order made after that time though a couple people who ordered right around Labor Day did get the original release.

    The DMC Chat feature is 100 times easier than the Phone esp with DMR?DMI transition and Disney+ rollout seeming to be reassigning employees into different areas. It's open less hrs, but I find is invaluable.
    From about 11am -9pm ET M-F the chat feature is open most of the time, but the times can vary a bit each day. easiest way I find to access it is going to MY Account/My Profile and usually there is a "Click to Chat Now" button.

  10. battlebeast

    What was the issue with the Original disc?

    Missing a menu option to play the version that's on the disc with the Overture. The disc actually has both versions with and without the overture on the disc, but no way to access it on a regular BD player. A PC BD Player like Cyberpower or Leawo allows you to select which version to start — it seems someone meant to include the option, but forgot to code the menu correctly.

  11. Ronald Epstein

    View attachment 63714

    Now I remember why I canceled my membership with the Disney Movie Club

    Try calling their customer service number. You go through an obstacle course of automated prompts and none of them immediately get you to a live customer support agent.

    I had to call twice to find a way to trick the automated prompts, or at least, find the right set of prompts to get me to someone.

    I believe I selected "billing issues" and just let them play out all the possible phone press options before they finally gave me the opportunity to press "0" for customer support.

    Then there was a 10-minute wait for an agent. I decided to have DMC call me back and left my phone number.

    DMC called back 20 minutes later. An overly happy cast member was on the other end.

    I told the cast member that I heard that THE BLACK HOLE was being replaced.

    He put my order in. Said there was no need to return the bad version.

    He then tried to sell me a copy of the live-action, THE LION KING with a lithograph. I politely declined.

    So, if you want to endure the hassle of getting through to them on the phone, I would urge you to do so.

    Perhaps there was an easier way to get this done.

    I’m in the phone right now to set up my replacement. I called the DMC Customer Relations number and they transferred me to a DMC cast member (Nicole), bypassing all those menus.

    At first she told me that the replacement wasn’t available till October 14th and I’d have to call back then. I politely persisted having it on good authority that I could set up my replacement disc immediately.
    After a brief musical hold, she came back online and everything was set up.

    Oh and the DMC Customer Relations number is
    (800) 723-4763

    @Ronald Epstein ,so sorry you had to swim thru that menu system my friend. It is a bit of a pain.

    But I still say in response to M I C K E Y. M O U S E,
    DONALD DUCK !!

  12. Ronald Epstein

    If the copy shows being available NOW, don't buy it.

    The corrected version releases on the 16th of the month (if I am remembering correctly).

    You may want to wait until then to order it. Something tells me Disney pulled the existing copies, but I may be wrong.

    Great! Again, thanks so much for the information. My main interest being the John Barry score, I didn't want to buy this until it was possible to hear the overture.

  13. Ronald Epstein

    It's missing the overture

    Ron, since your topic header says “time to replace the disc”
    could you include a detailed description in the O.P. of the reason that those who bought it need to exchange it?

  14. TonyD

    Ron, since your topic header says “time to replace the disc”
    could you include a detailed description in the O.P. of the reason that those who bought it need to exchange it?

    I'm sorry, Tony. It's further down in the thread.

    The overture is missing.

    Disney is issuing replacements. No exchange required.

  15. Yeah, folks. I work in a call center and people try these tricks all the time. You want tech support so you cleverly call the Large Order department thinking you'll get through faster. You will get through in 10 minutes or so, only to be informed that you called the wrong department. They will then transfer you to the correct department where you will wait on hold another ten minutes to speak to the right person. Then you will complain on the internet that you were given the run-around on the phone and that you had to wait on hold forever.

    I deal with this sort of thing all…day.

  16. I'm finding this thread interesting, as I was told to send back my defective copy, unlike others. I wonder if I just hold off on sending it back if they will still send me the replacement? I did get a confirmation email with the order number and the zero cost for it.

  17. Rodney

    I'm finding this thread interesting, as I was told to send back my defective copy, unlike others. I wonder if I just hold off on sending it back if they will still send me the replacement? I did get a confirmation email with the order number and the zero cost for it.

    Yeh best to keep an eye on that, if that want it back they may charge you for the new one if the old one doesn’t make it to them.

  18. Ronald Epstein

    View attachment 63714

    Now I remember why I canceled my membership with the Disney Movie Club

    Try calling their customer service number. You go through an obstacle course of automated prompts and none of them immediately get you to a live customer support agent.

    I had to call twice to find a way to trick the automated prompts, or at least, find the right set of prompts to get me to someone.

    I believe I selected "billing issues" and just let them play out all the possible phone press options before they finally gave me the opportunity to press "0" for customer support.

    Then there was a 10-minute wait for an agent. I decided to have DMC call me back and left my phone number.

    DMC called back 20 minutes later. An overly happy cast member was on the other end.

    I told the cast member that I heard that THE BLACK HOLE was being replaced.

    He put my order in. Said there was no need to return the bad version.

    He then tried to sell me a copy of the live-action, THE LION KING with a lithograph. I politely declined.

    So, if you want to endure the hassle of getting through to them on the phone, I would urge you to do so.

    Perhaps there was an easier way to get this done.

    I guess you never call any other customer service numbers. They are all like that. The better ones might eventually put you in a lengthy que if you keep pressing "0." Others, will tell you that's not a valid selection. I've been on phone calls with Apple that lasted upwards of two hours, only to be switched among different specialists and ultimately be cut off.

  19. Ronald Epstein

    View attachment 63714

    Now I remember why I canceled my membership with the Disney Movie Club

    Try calling their customer service number. You go through an obstacle course of automated prompts and none of them immediately get you to a live customer support agent.

    I had to call twice to find a way to trick the automated prompts, or at least, find the right set of prompts to get me to someone.

    I believe I selected "billing issues" and just let them play out all the possible phone press options before they finally gave me the opportunity to press "0" for customer support.

    Then there was a 10-minute wait for an agent. I decided to have DMC call me back and left my phone number.

    DMC called back 20 minutes later. An overly happy cast member was on the other end.

    I told the cast member that I heard that THE BLACK HOLE was being replaced.

    He put my order in. Said there was no need to return the bad version.

    He then tried to sell me a copy of the live-action, THE LION KING with a lithograph. I politely declined.

    So, if you want to endure the hassle of getting through to them on the phone, I would urge you to do so.

    Perhaps there was an easier way to get this done.

    Preaching to the choir. I have been there. I'm still very hesitant about ever going through this headache again. But the E-Bay prices are sort of forcing me to. There are a lot of Club exclusives I'm interested in.

    This is going to be a tough decision.

  20. Bryan^H

    Preaching to the choir. I have been there. I'm still very hesitant about ever going through this headache again. But the E-Bay prices are sort of forcing me to. There are a lot of Club exclusives I'm interested in.

    This is going to be a tough decision.

    Currently a DMC member. Wrestling with this myself if I want to do one more membership flip to round out my Disney library.

  21. DMC seems like such a hassle for no-effort Blu-rays (outside of the care put into the transfers) when Disney+ is around the corner.

    Just makes wish Disney would work with the boutique labels (outside of their Kino deal on the Selznick/ABC/Touchstone films) since so many of their films are just begging for full treatment.

  22. Patrick McCart

    Just makes wish Disney would work with the boutique labels (outside of their Kino deal on the Selznick/ABC/Touchstone films) since so many of their films are just begging for full treatment.

    I wish. Boutique labels would be thrilled to have any film from Disney, and no picking and choosing. If they have it of course they would release it. Like Anchor Bay in the early days of DVD, and their Disney deal.

  23. Patrick McCart

    DMC seems like such a hassle for no-effort Blu-rays (outside of the care put into the transfers) when Disney+ is around the corner.

    Just makes wish Disney would work with the boutique labels (outside of their Kino deal on the Selznick/ABC/Touchstone films) since so many of their films are just begging for full treatment.

    Generally I consider is pretty minimal hassle for $10-12 Blurays of items I want.

    Disney+ will likely be a complement and not a substitute since I want to own the item — mine mine and mine.

    :"Outside of the care put into the transfer" — well at least they concentrate on the 90% most important area and not fluff.

  24. Just got my email confirmation of a new Blu-ray copy of TBH to be sent to me. No requirement to return the “defective” copy.
    That will make a nice little gift for some family friends who could care less about the overture but would like this movie for their kids (14, 10 and 8).

  25. JoeDoakes

    I guess you never call any other customer service numbers. They are all like that. The better ones might eventually put you in a lengthy que if you keep pressing "0." Others, will tell you that's not a valid selection. I've been on phone calls with Apple that lasted upwards of two hours, only to be switched among different specialists and ultimately be cut off.

    With some companies pressing "0" enough in annoyance on your part can even trigger the call to end. More and more companies seem to simply deactivate it, at least until you get far enough into their system. It's somewhat rare to use it as an escape hatch at the beginning of the call nowadays, and that really shouldn't be allowed. It should always "get you to an operator" at any time.

  26. I purchased my BLACK HOLE blu ray on ebay. Called for replacement today (told them i received it as a gift) and was told that the club member who purchased the disc will have to call and give the info. Am I out of luck?

  27. bob kaplan

    I purchased my BLACK HOLE blu ray on ebay. Called for replacement today (told them i received it as a gift) and was told that the club member who purchased the disc will have to call and give the info. Am I out of luck?

    I would say you are most definitely out of luck.

    Unless you buy a product from the vendor, they are not responsible for what you purchase on eBay — especially for the fact that other sellers are taking advantage of an exclusive offer.

  28. bob kaplan

    I purchased my BLACK HOLE blu ray on ebay. Called for replacement today (told them i received it as a gift) and was told that the club member who purchased the disc will have to call and give the info. Am I out of luck?

    Yep. They're not going to be shipping any replacements to non-members.

  29. bob kaplan

    I purchased my BLACK HOLE blu ray on ebay. Called for replacement today (told them i received it as a gift) and was told that the club member who purchased the disc will have to call and give the info. Am I out of luck?

    My guess is yes as well for all the reasons Macolm and Ronald have stated. There's no reason any company should refund or replace something a consumer didn't buy from them (or have a valid gift receipt, etc).

    This is a way for them to curb the resellers, too. And good for the DMC.

  30. Jason_V

    This is a way for them to curb the resellers, too. And good for the DMC.

    Curbing resellers, yes– however, Bob was not intending to resell, so I don't think that Bob should have been treated as if that was his intention.

  31. Jason_V

    This is a way for them to curb the resellers, too. And good for the DMC.

    Curbing resellers, yes– however, Bob was not intending to resell, so I don't think that Bob should have been treated as if that was his intention.

  32. bmasters9

    Curbing resellers, yes– however, Malcolm was not intending to resell, so I don't think that Malcolm should have been treated as if that was his intention.

    If you don't buy directly from the manufacturer via a legit, retail source, I really don't think they have any reason to replace it. Period.

    If it's known the DMC won't replace product if you don't buy from them, then maybe those who don't go through DMC for the product will think twice next time.

  33. bmasters9

    Curbing resellers, yes– however, Malcolm was not intending to resell, so I don't think that Malcolm should have been treated as if that was his intention.

    If you don't buy directly from the manufacturer via a legit, retail source, I really don't think they have any reason to replace it. Period.

    If it's known the DMC won't replace product if you don't buy from them, then maybe those who don't go through DMC for the product will think twice next time.

  34. Jason_V

    If you don't buy directly from the manufacturer via a legit, retail source, I really don't think they have any reason to replace it. Period.

    Do you think that's why VEI never sent the replacement fourth disc (fourth disc of first season) on my copy of Petrocelli (because I didn't get the release direct through VEI)?

  35. Jason_V

    If you don't buy directly from the manufacturer via a legit, retail source, I really don't think they have any reason to replace it. Period.

    Do you think that's why VEI never sent the replacement fourth disc (fourth disc of first season) on my copy of Petrocelli (because I didn't get the release direct through VEI)?

  36. bmasters9

    Do you think that's why VEI never sent the replacement fourth disc (fourth disc of first season) on my copy of Petrocelli (because I didn't get the release direct through VEI)?

    I have no idea. Did you ask them why?

    If I buy something from a third party seller and it's defective or a replacement is created, it is not up to the manufacturing company to make it right with me. Some will as a "customer service." But the DMC has got to read boards like this and knows people don't do the club and go through eBay. Therefore, unless it's a purchase through the club, they don't have any obligation to make it right. At all.

  37. bmasters9

    Do you think that's why VEI never sent the replacement fourth disc (fourth disc of first season) on my copy of Petrocelli (because I didn't get the release direct through VEI)?

    I have no idea. Did you ask them why?

    If I buy something from a third party seller and it's defective or a replacement is created, it is not up to the manufacturing company to make it right with me. Some will as a "customer service." But the DMC has got to read boards like this and knows people don't do the club and go through eBay. Therefore, unless it's a purchase through the club, they don't have any obligation to make it right. At all.

  38. bob kaplan

    I purchased my BLACK HOLE blu ray on ebay. Called for replacement today (told them i received it as a gift) and was told that the club member who purchased the disc will have to call and give the info. Am I out of luck?

    Probably, but might as well ask the Ebay seller if he'd help out. I'd even offer to pay the 2nd shipping charge and a small fee if the overture is that important or exchange the old item for the new. He could sell it again as a used copy (assuming you've opened it) or you could recoup your fee+shipping by selling the old copy to someone who doesn't care about the hard to play overture

    If you have bought a few things from that seller or paid a significant premium, you never know unless you try and not all Ebay sellers are complete asses (many are, not all)

  39. BobO’Link

    Ahhh… but did you actually purchase from VCI via Amazon? The majority of their product is sold on Amazon that way. They, not Amazon, are the vendor with "Fulfilled by Amazon" as the offer.

    You bringing it up that way, I think that's the way it was.

  40. bmasters9

    Didn't consider that (of course, Amazon was where I got my copy).

    Again, if you purchased a copy from Amazon (not a third party seller on Amazon), then it should theoretically be easy to reach out to VEI with a copy of the receipt and see what they say about a replacement copy.

    (Exactly what BobO'Link said, lol.)

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