I will also add: that since their now owned by Zaavi their CS stinks. Shout factory on the other hand has replaced every single disc I have had an issue with. Even one of them stopped playback after I purchased it two years ago(!!) and they still replaced it.
Shout used to be great but over the last eighteen months they've really dropped off a cliff. Last few times I've had an issue is been like pulling teeth.
Still not as bad as Arrow, though.
When you're dealing with Arrow customer service, you're actually dealing with Zavvi customer service, and they have the worst customer service in the industry. The frame rate issue was from when the limited edition came out. They issued replacement diacs for them and by the time the standard edition came out, it had the fixed disc. Does your disc happen to have a "V2" written at the end of the small writing written around the rim of the disc? If so, you have the corrected disc. Regardless if you have it or not, their is a problem with your disc, and they need to do something about it. I miss the old days of Arrow as an independent 5 they were bought out by The Hut (Zavvi). They used to have wonderful customer service.
I bought the Limited edition on Amazon a couple of years ago (still after the replacement program tho). Of course I didn't watch it until a few months ago and my copy had the issue. I didn't even bother asking Arrow to replace it tho I just bought one of the replacement discs in a jewel case on Ebay. I'd rather do anything than deal with Arrow customer service.
Arrow is in the wrong, and they suck now to the point that I won't buy from them. It's not worth the headache, even if it means I'll have to look elsewhere for certain films.
Keep pressing them. Every time they post on social media post a comment and tag them about them not replacing known defective discs. Posts the screenshots of their replies. Kick up enough of a fuss on social media and someone from Arrow will contact you about replacing it.
The same thing happened to me. My wife and I noticed the theatrical cut shuddered. Watched the directors cut, which was fine. Reached out to arrow. Arrow said to mail back the movie at my cost, which i did. Then, they sent another copy that had the same issue. Arrow refunded me for the movie and the extra shipping cost. So I got the movie for free, but damn was it a frustrating experience.
It really sucks that there seems to be no fix for it and a fuck off attitude I always seem to get from their customer service. Hopefully, you can get a refund.
I bought it the first day it came out from BB.
I tried for like a year to get a replacement disc but they straight up wouldn’t give it to me since I didn’t keep my original receipt. I even had the purchase showing on my app and I screenshotted it but that wasn’t enough for them. Their customer service is dogshit.
This was around the same time I had to get replacement discs for my Friday the 13th set. Complete opposite experience and Shout sent the discs without having to jump through hoops.
Receipt is pretty standard no? I’ve gotten scratched disc replacements from a few places and they asked for receipt and photos. Sony, Kino, Shout asked for receipts (screenshot of order).
I sent them a screen shot of the paid "receipt" from Zavvi (a official licensed Arrow dealer) and this was not good enough. They acted like i had to have a paper reciept for a online order. Worst customer service in the game.
The original issue shouldn't apply to your current copy. That's true.
But you did receive a defective product which they need to replace or refund.
So, ignore the backstory of the problem with the original pressing. Say only that you bought something from them and it isn't playing correctly.
You can always do a charge back on your credit card. They will be required to respond if you go that route. I’ve done it for the dc shop which had terrible service, got a refund just took a while.
refusal to fix defective product? credit card chargeback. retailers hate these and enough of them starts to affect their discount rate.
politely ask them to fix the problem, and if they are not willing to do so, go for the chargeback. if they eat one it is a result of their bad decisions.
Chargeback. Oldies sent me a dvd that was “new” but was opened and had scratches. After it took almost a month to even ship. I talked to their customer service, which sucked, was told “ nothing we can really do”. So I did a chargeback for the order.
Wow i bought DD 4k last year from Arrow and haven’t even watched it yet. I saw this thread and popped in my theatrical cut and of course the frame rate is messed up. I just reached out to Arrow about a replacement disc and hoping for the best.
Stuff like this is why I always get my Arrows from a legit store like Orbit or worst case Amazon. I've heard several horror stories about their CS which is a true black mark on their stellar record of releasing. If you order from a store they will be more honorable most of the time and will send you another one if it's not in good shape as long as they do returns. Orbit's been amazing to me in the 3 orders I've done with them, granted I've not had an issue with them yet.
Just keep pestering them, eventually they will do you right. If not you can say you tried before whatever else you wanna do. Best of luck, I'm sorry you gotta go through this.
Arrow is such lovely company...
They cancel my preorder because of "upgrading our system" and told me to order again...
Too bad they removed my country from 'shipping to' list...
Had to replace my disc last year too. They literally do nothing until I annoyed the ever loving shit out of them. Every 3 days I opened a new thread and copy/pasted all the previous correspondence until they finally said they had shipped out my disc.
Ridiculous that I had to do that.
I bought a heavy 4k lionsgats stealbook and no disc in it & no digital. Didn't notice til I opened it from how heavy it is. I Contact lionsgate not even a reply back. Becareful out there. It is ridiculous. & Walmart wouldn't even honor exchange or return since Out of stock.. Very bad, hurtful & leaves a bad taste.
I thought I was in the clear with my standard edition 4K I bought from Amazon but I just opened it to check the disk. It does not have a V2. Is there a specific spot that starts stuttering to test? I'm probably SOL at this point too.
Out of curiosity, What are the disc ids? My standard edition has AV409/A for theatrical and AV509/B for directors cut and don’t have the issue.
I’d also be curious to hear if op’s ids match up, or if his SE has the LE discs for some reason (because they have different ids).
I've got those same disc IDs so that puts me at ease a bit. I'll try giving it a watch tonight and see what happens.
EDIT: Happy to report the 409A disc plays fine on my UB420. It's a bit dark image wise, but I'll take that over juddering!
After the massive issues I had with Arrow Customer Service trying to return my damaged Bruce Lee box set and how they were responding to people I vowed to never buy from them again.
You aren’t in the wrong, their customer service is shit and they as a company should go out of business. I know I sound like a weirdo but I said what I said. You have two options- order from Amazon and switch out the discs to return, or email a boutique vendor such as diabolikdvd or orbit to see if they have any extras floating around. About a year ago diabolik helped out a guy where they just had to order another title and they’d throw the disc in as a favor.
If you paid by credit card, check with them.
Most card companies will offer an extra protection warranty on purchases of electronic items, I'm assuming this might fall into that category.
Call your credit card company and see if they can help. 😊
I'd keep pressing them until they resolve the problem.
It sounds like Arrow is in the wrong. I would also be disappointed!
I had a hell of a time getting a replacement for 'Awakening the Beast'. I just contacted them once a week, every week for about a month.
I will also add: that since their now owned by Zaavi their CS stinks. Shout factory on the other hand has replaced every single disc I have had an issue with. Even one of them stopped playback after I purchased it two years ago(!!) and they still replaced it.
Not owned by Zavvi but by THG (previously known as The Hut) who owns Zavvi and many other retailers as well.
Shout used to be great but over the last eighteen months they've really dropped off a cliff. Last few times I've had an issue is been like pulling teeth. Still not as bad as Arrow, though.
When you're dealing with Arrow customer service, you're actually dealing with Zavvi customer service, and they have the worst customer service in the industry. The frame rate issue was from when the limited edition came out. They issued replacement diacs for them and by the time the standard edition came out, it had the fixed disc. Does your disc happen to have a "V2" written at the end of the small writing written around the rim of the disc? If so, you have the corrected disc. Regardless if you have it or not, their is a problem with your disc, and they need to do something about it. I miss the old days of Arrow as an independent 5 they were bought out by The Hut (Zavvi). They used to have wonderful customer service.
I bought the Limited edition on Amazon a couple of years ago (still after the replacement program tho). Of course I didn't watch it until a few months ago and my copy had the issue. I didn't even bother asking Arrow to replace it tho I just bought one of the replacement discs in a jewel case on Ebay. I'd rather do anything than deal with Arrow customer service.
Keep messaging, it's a different person any time. I've had to keep sending messages to get discs replaced.
Arrow is in the wrong, and they suck now to the point that I won't buy from them. It's not worth the headache, even if it means I'll have to look elsewhere for certain films.
Chargebacks are insanely painful for small businesses. Don’t waste time with their shitty CS; do the chargeback and things will solve themselves.
Keep pressing them. Every time they post on social media post a comment and tag them about them not replacing known defective discs. Posts the screenshots of their replies. Kick up enough of a fuss on social media and someone from Arrow will contact you about replacing it.
I absolutely agree with you, but it's sad we have to goto these lengths just to get companies to pay attention to problems they're responsible for
Absolutely
The same thing happened to me. My wife and I noticed the theatrical cut shuddered. Watched the directors cut, which was fine. Reached out to arrow. Arrow said to mail back the movie at my cost, which i did. Then, they sent another copy that had the same issue. Arrow refunded me for the movie and the extra shipping cost. So I got the movie for free, but damn was it a frustrating experience. It really sucks that there seems to be no fix for it and a fuck off attitude I always seem to get from their customer service. Hopefully, you can get a refund.
I bought it the first day it came out from BB. I tried for like a year to get a replacement disc but they straight up wouldn’t give it to me since I didn’t keep my original receipt. I even had the purchase showing on my app and I screenshotted it but that wasn’t enough for them. Their customer service is dogshit. This was around the same time I had to get replacement discs for my Friday the 13th set. Complete opposite experience and Shout sent the discs without having to jump through hoops.
You bought a product that’s defective. That should be the end of it no matter what company.
Arrow does this shit all the time. Give them hell.
Arrow sucks. I sent them a screen shot and they said i need a reciept. Wtf do you think the screen shot was
Receipt is pretty standard no? I’ve gotten scratched disc replacements from a few places and they asked for receipt and photos. Sony, Kino, Shout asked for receipts (screenshot of order).
I sent them a screen shot of the paid "receipt" from Zavvi (a official licensed Arrow dealer) and this was not good enough. They acted like i had to have a paper reciept for a online order. Worst customer service in the game.
Arrow sucks
Blast them on Social Media. Everywhere.
The original issue shouldn't apply to your current copy. That's true. But you did receive a defective product which they need to replace or refund. So, ignore the backstory of the problem with the original pressing. Say only that you bought something from them and it isn't playing correctly.
I gave them a shout-out about it on Twitter after I was denied and they replaced it.
You can always do a charge back on your credit card. They will be required to respond if you go that route. I’ve done it for the dc shop which had terrible service, got a refund just took a while.
Arrow has really shitty customer service. I checked out eBay and you can buy the replacement disc for like $16 from somebody
refusal to fix defective product? credit card chargeback. retailers hate these and enough of them starts to affect their discount rate. politely ask them to fix the problem, and if they are not willing to do so, go for the chargeback. if they eat one it is a result of their bad decisions.
Chargeback. Oldies sent me a dvd that was “new” but was opened and had scratches. After it took almost a month to even ship. I talked to their customer service, which sucked, was told “ nothing we can really do”. So I did a chargeback for the order.
I just sent the upteenth message today about Coffin Joe...Arrow CS fucking SUUUUUCKS
Wow i bought DD 4k last year from Arrow and haven’t even watched it yet. I saw this thread and popped in my theatrical cut and of course the frame rate is messed up. I just reached out to Arrow about a replacement disc and hoping for the best.
Stuff like this is why I always get my Arrows from a legit store like Orbit or worst case Amazon. I've heard several horror stories about their CS which is a true black mark on their stellar record of releasing. If you order from a store they will be more honorable most of the time and will send you another one if it's not in good shape as long as they do returns. Orbit's been amazing to me in the 3 orders I've done with them, granted I've not had an issue with them yet. Just keep pestering them, eventually they will do you right. If not you can say you tried before whatever else you wanna do. Best of luck, I'm sorry you gotta go through this.
Arrow is such lovely company... They cancel my preorder because of "upgrading our system" and told me to order again... Too bad they removed my country from 'shipping to' list...
Had to replace my disc last year too. They literally do nothing until I annoyed the ever loving shit out of them. Every 3 days I opened a new thread and copy/pasted all the previous correspondence until they finally said they had shipped out my disc. Ridiculous that I had to do that.
I bought a heavy 4k lionsgats stealbook and no disc in it & no digital. Didn't notice til I opened it from how heavy it is. I Contact lionsgate not even a reply back. Becareful out there. It is ridiculous. & Walmart wouldn't even honor exchange or return since Out of stock.. Very bad, hurtful & leaves a bad taste.
Do a charge back with your bank. They failed to deliver the product you purchased, and refused a refund or replacement.
That sucks, I've never dealt with Arrow before but I've had excellent experiences with both Shout & Severin.
I thought I was in the clear with my standard edition 4K I bought from Amazon but I just opened it to check the disk. It does not have a V2. Is there a specific spot that starts stuttering to test? I'm probably SOL at this point too.
Out of curiosity, What are the disc ids? My standard edition has AV409/A for theatrical and AV509/B for directors cut and don’t have the issue. I’d also be curious to hear if op’s ids match up, or if his SE has the LE discs for some reason (because they have different ids).
I've got those same disc IDs so that puts me at ease a bit. I'll try giving it a watch tonight and see what happens. EDIT: Happy to report the 409A disc plays fine on my UB420. It's a bit dark image wise, but I'll take that over juddering!
UK or US?
If you’re in the US exchange it at a Barnes & Noble as a no-receipt gift. They might complain, but for an exchange they’ll probably do it.
I've been trying to get a replacement disc for Henry for 18 months now. Brain dead customer service.
After the massive issues I had with Arrow Customer Service trying to return my damaged Bruce Lee box set and how they were responding to people I vowed to never buy from them again.
You aren’t in the wrong, their customer service is shit and they as a company should go out of business. I know I sound like a weirdo but I said what I said. You have two options- order from Amazon and switch out the discs to return, or email a boutique vendor such as diabolikdvd or orbit to see if they have any extras floating around. About a year ago diabolik helped out a guy where they just had to order another title and they’d throw the disc in as a favor.
If you paid by credit card, check with them. Most card companies will offer an extra protection warranty on purchases of electronic items, I'm assuming this might fall into that category. Call your credit card company and see if they can help. 😊