Matrix Revolutions - AUS/NZ Fault

[LordCrumb]

Hey all, after a couple emails to Roadshow NZ and Roadshow AUS, I got reply from the NZ department;

Hi Hamish,

We have received further information in regards to the 'Matrix Revolutions' issue as per below. It has been confirmed that a new master for this disc without the fault will be created. Unfortunately no date has been confirmed when this master will be available. Once further information will be presented, I will update you accordingly,

Kind Regards

Chris
_____________________________________

Chris Liesenkoetter
Operations Manager
Roadshow Entertainment (NZ) Ltd
Phone + 64 (0)9 820 8800
Mobile +64 (0)21 766 466
Fax +64(0)9 820 8801

Updates: Australia

28/07/10
Thanks to fellow forum user Atexp80, (source: Post #20) It is now known that Roadshow Australia is awear of the fault, and will replace the disc if you send the original disc back to them. You can contact Roadshow Australia via this email address: customer_service@roadshow.com.au.

10/08/10
Atexp80 received his replacement, with full cover art and case, but the replacement still contains the fault. He will contact Roadshow again to request another one.

07/09/10

Atexp80 = "I had sent an email two weeks ago advising the replacement disc was faulty. They have failed to respond. I am calling today."

23/09/10

Atexp80 = "I got a response via email now confirming that Warner Bros has supplied the corrected file for replication and that the issue is now resolved."

16/10/10
Atexp80 receives replacement, fault does not occur.

Updates: New Zealand

28/07/10
I have phoned Chris (Operations Manager), and he is currently out of the country on overseas training. Roadshow New Zealand has forwarded my request for replacement infomation to him, and I will keep you informed on the progress. It is coming up to a year since I originally emailed him regarding this issue.

9/8/20
Phoned, got hold of Chris and got to talk to him. He has not done anything about it since my first email (coming up to a YEAR). I mentioned Roadshow Australia is happy to do replacements. I left my cellphone number, and he said he will contact me in a couple of days. Will call again in seven days if he doesn't call back. At this rate I feel all NZrs that are aware of this issue should get some bonus free titles to say 'sorry' from Roadshow.

10/08/10
Recieved email from Chris, a replacement disc is going to be sent from Australia (.... I guess NZ is still selling the faulty release...?).

13/08/10
Replacement shipped from Australia... should arrive in a few days time.

19/08/10
Replacement received, STILL CONTAINS FAULT. Emailed Chris again, this time stating how frustrated I am with the service, the fact I didn't even get an appology, and that he said nothing had been done, since I originally emailed him.

25/08/10
Phoned Roadshow again, answering machine picked up so left a pretty angry message, might have gone a bit overboard not sure, but after a year I am pissed off to the max. I didn't swear, I pretty much just said "look its been a year since I originally emailed you, I got a replacement, its still faulty, and I want a working one now!".

*Afternoon Update: Chris phoned me, apologized (finally) and said another copy will be sent from Australia once they find out what batch is faulty and what batch isnt. He also mentioned I am the only person in New Zealand who has called about the fault (wtf NZ).

06/09/10: Email from Chris:

Hi Hamish,

At the end of last week I have followed up on your issue with the Matrix. The replacement master for the Blu-Ray disc has not been used for the production of the replacement disc because it was faulty. An operator has made the decision to use the old master - and did not tell anybody.

It seems that you are the first end user receiving a replacement disc, to identify that the problem still exists. A new master for production of the disc has been ordered - it will however be a few weeks before this master is in Australia - and a new set of discs will be produced.

Once this is done (and checked) a replacement disc will be sent out.

Kind Regards

Chris

27/09/10
Replacement received, fault does NOT occur! YAY


If you have read this thread, and got in touch with Roadshow, and/or have received a replacement, please let us know by posting here. Thanks

.

[Zyclone]

what is the fault in question? iv'e got the disc and have'nt noticed anything wrong with it?

[LordCrumb]

a couple frames pixilate during a fight scene, not much, but its a fault that can be fixed.

[Zyclone]

Originally Posted by KaiGusto

a couple frames pixilate during a fight scene, not much, but its a fault that can be fixed.

cheers for the heads up

[LordCrumb]

I have emailed them again...

[gettodamoofies]

Originally Posted by KaiGusto

I have emailed them again...

The problem never presented itself when I played it on my Samsung player. I haven't watched it on my BDP-S360 so will have to check it out to see if it shows up.

[Suntory_Times]

Originally Posted by atexp80

The problem never presented itself when I played it on my Samsung player. I haven't watched it on my BDP-S360 so will have to check it out to see if it shows up.

Its very easy to miss, the uk let the right one in has a similar issue as well. 99.99% of people would not notice it and usually when I watch both films I dont notice it.

[LordCrumb]

I might just ring him tomorrow... if he still works there.

*Phoned today, left message. Will make follow-up phone call tomorrow.

[gettodamoofies]

Originally Posted by Suntory_Times

Its very easy to miss, the uk let the right one in has a similar issue as well. 99.99% of people would not notice it and usually when I watch both films I dont notice it.

I specifically searched for it though and am aware of the frames in question. It didn't show with the BD-P1500. I will check my Sony.

[LordCrumb]

You might have the new master? When did you get your set? I got mine first day in NZ.

The fault shows on my DMP-BD60 and my Laptop.

[gettodamoofies]

Originally Posted by KaiGusto

You might have the new master? When did you get your set? I got mine first day in NZ.

The fault shows on my DMP-BD60 and my Laptop.

Mine was day of release (well two days early actually). I got mine from JB Hi-Fi.

[LordCrumb]

You must have got a lucky set lol

[gettodamoofies]

Originally Posted by KaiGusto

You must have got a lucky set lol

Not so much - just checked and there it is 1:45.46.

Groan.

Guess I'll be emailing too.

[LordCrumb]

Just captured now.. just posting here so when/if i make contact with Roadshow, I can point them here.

[gettodamoofies]

Originally Posted by KaiGusto

Just captured now.. just posting here so when/if i make contact with Roadshow, I can point them here.

Mine is nowhere near that bad, probably closer to pic 2. Mine doesn't have quite so many errant blocks and they're mostly focused around the jackets and heads of Neo and Smith where they're backlit.

[LordCrumb]

Yeah the error kind of has a different appearance on different players. I used my laptop for that those ones. It does look different on my Panasonic, but its easier to capture this way (frame by frame).

[Harry88]

Originally Posted by atexp80

Not so much - just checked and there it is 1:45.46.

Groan.

Guess I'll be emailing too.

I checked my copy in my PS3 and PC. No issue at 1:45.46.

[LordCrumb]

Phoned again just now... Chris is on overseas training at the moment.. but the woman on the phone said they got my message yesterday, and she has passed it on... I will ring once a week to keep them busy.

[gettodamoofies]

Originally Posted by KaiGusto

Phoned again just now... Chris is on overseas training at the moment.. but the woman on the phone said they got my message yesterday, and she has passed it on... I will ring once a week to keep them busy.

I emailed over the weekend also. Will see what happens from the AU Roadshow email address.

[gettodamoofies]

I received a response advising that the fault is rectified. They want me to send the disc. No word about it being pre-paid postage though so it appears they want me to pay for the privilege of a disc being manufactured incorrectly. I'll be emailing back about that as I don't think I should have to pay for the cost of postage when it's their error.