HELP: Ultimate Matrix playback error - Blu-ray Forum

the_r · 03-31-2009, 02:53 PM

Hi all, I was hoping to get some input from people here on what I might be able to do about my problem with the Ultimate Matrix box set I have.

I purchased this opening week back in 2008, and have only found time to watch the movies this past weekend. To my discovery, the first Matrix film skips or experiences a playback error at the 13:20 mark, and jumps to 13:40 give or take 5 seconds.

So literally, almost 20 seconds of the film is lost for some reason. It happens EXACTLY when the phone from the Fedex envelope rings, at Neo's desk.

I've lost my receipt from the store which I purchased this from, since it was several months ago, and now I'm kinda stuck as to what I can do about this.

I've tried to find info on how to contact WB Canada in terms of some kind of disc warranty, but despite my advanced Google skills, I couldn't find a single piece of contact information. Ridiculous!

Does anyone have any suggestions? I was totally depressed about this situation on the weekend, and couldn't even finish watching the movie because of it?!

Any suggestions would be appreciated.

Thanks.

Stiny-Ray2 · 03-31-2009, 03:10 PM

I read in a Matrix thread a Month or two back of some having problems similar like that...you would think somebody would have tested the movies before they boxed them up. Another reason why i don't like Trilogy's. I really hope somebody can help you out.

zak88lx · 03-31-2009, 03:12 PM

Don't give up yet.

I had a skipping issue on one of my Lost 4 discs and I was able to contact Buena Vista support and they shipped out a replacement disc with no receipt.
Buena Vista probably has the best customer support but I'm pretty sure that Warner Bros. will also take care of you.

Try this:

Warner Bros. Customer Support
10720 Suite #2 Gilroy Road
Hunt Valley, Maryland 21031
(818) 954-6000

the_r · 03-31-2009, 03:30 PM

Hey thanks for the tip.

Buena Vista is excellent with their Blu-ray disc support. I've had broken cases from some Pirates movies, and they were super courteous with shipping me replacement cases free of charge.

Crossing my fingers for a similar experience with WB support.

Quote:

Originally Posted by zak88lx

Don't give up yet.

I had a skipping issue on one of my Lost 4 discs and I was able to contact Buena Vista support and they shipped out a replacement disc with no receipt.
Buena Vista probably has the best customer support but I'm pretty sure that Warner Bros. will also take care of you.

Try this:

Warner Bros. Customer Support
10720 Suite #2 Gilroy Road
Hunt Valley, Maryland 21031
(818) 954-6000

Zman2k2 · 03-31-2009, 03:46 PM

Links to online customer service contacts for each studio.

the_r · 03-31-2009, 03:58 PM

Quote:

Originally Posted by Zman2k2

Links to online customer service contacts for each studio.

this forum is awesome.

thanks bro!

the_r · 04-01-2009, 08:17 PM

bah... as I suspected.. WB customer support is a little shoddy.

there's no call center for customer support, and there's only one person who takes care of these kinds of problems, who apparently is never at their desk.

left a message, so hopefully she returns it fairly soon, and doesn't dismiss it simply because it's a consumer related issue.

the_r · 04-23-2009, 02:59 PM

I eat my words.

WB Canada has been exceptional in their customer service.

They've agreed to send me a complete replacement set free of charge, and have sent me a shipping label to return my defective set to them.

If anyone needs to contact WB Canada, I've found their phone number:

416 250 8385.

Thanks all for their help in resolving this situation.

03-31-2009, 02:53 PM	#1
the_r Active Member Member since:Jul 2008 Location:Toronto Home Theater Gallery:4 Blu-ray collection:182	HELP: Ultimate Matrix playback error Hi all, I was hoping to get some input from people here on what I might be able to do about my problem with the Ultimate Matrix box set I have. I purchased this opening week back in 2008, and have only found time to watch the movies this past weekend. To my discovery, the first Matrix film skips or experiences a playback error at the 13:20 mark, and jumps to 13:40 give or take 5 seconds. So literally, almost 20 seconds of the film is lost for some reason. It happens EXACTLY when the phone from the Fedex envelope rings, at Neo's desk. I've lost my receipt from the store which I purchased this from, since it was several months ago, and now I'm kinda stuck as to what I can do about this. I've tried to find info on how to contact WB Canada in terms of some kind of disc warranty, but despite my advanced Google skills, I couldn't find a single piece of contact information. Ridiculous! Does anyone have any suggestions? I was totally depressed about this situation on the weekend, and couldn't even finish watching the movie because of it?! Any suggestions would be appreciated. Thanks.

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03-31-2009, 03:10 PM	#2
Stiny-Ray2 Senior Member Member since:Feb 2008 Blu-ray reviews:1	I read in a Matrix thread a Month or two back of some having problems similar like that...you would think somebody would have tested the movies before they boxed them up. Another reason why i don't like Trilogy's. I really hope somebody can help you out.

03-31-2009, 03:12 PM	#3
zak88lx Active Member Member since:Nov 2007 Location:Calgary, AB 4K collection:2 Blu-ray collection:768 Blu-ray reviews:2	Don't give up yet. I had a skipping issue on one of my Lost 4 discs and I was able to contact Buena Vista support and they shipped out a replacement disc with no receipt. Buena Vista probably has the best customer support but I'm pretty sure that Warner Bros. will also take care of you. Try this: Warner Bros. Customer Support 10720 Suite #2 Gilroy Road Hunt Valley, Maryland 21031 (818) 954-6000

03-31-2009, 03:46 PM	#5
Zman2k2 Blu-ray Guru Top contributor Member since:Jan 2008 Location:Calgary, Canada Home Theater Gallery:5 Blu-ray collection:136 Trading Score:54	Links to online customer service contacts for each studio.

04-01-2009, 08:17 PM	#7
the_r Active Member Member since:Jul 2008 Location:Toronto Home Theater Gallery:4 Blu-ray collection:182	bah... as I suspected.. WB customer support is a little shoddy. there's no call center for customer support, and there's only one person who takes care of these kinds of problems, who apparently is never at their desk. left a message, so hopefully she returns it fairly soon, and doesn't dismiss it simply because it's a consumer related issue.

04-23-2009, 02:59 PM	#8
the_r Active Member Member since:Jul 2008 Location:Toronto Home Theater Gallery:4 Blu-ray collection:182	I eat my words. WB Canada has been exceptional in their customer service. They've agreed to send me a complete replacement set free of charge, and have sent me a shipping label to return my defective set to them. If anyone needs to contact WB Canada, I've found their phone number: 416 250 8385. Thanks all for their help in resolving this situation.

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