Snakes On A Plane audio (Resolved)

[tickfordxr6]

I just put on my copy that i bought the other day, it's listed on the back as being in TruHD 5.1, yet when the movie started playing i checked the audio to see and it said "Digital Multi"...what exactly does that mean? I'm sure that when a movie is in TruHD and DTS HD audio it says that.

Cheers.

EDIT by atexp80: As of 18/2/2011 replacement discs are now available which feature the correct Dolby TrueHD lossless audio track. These can be obtained by emailing customer_service@roadshow.com.au

No news as to if/how copies in store will change over so please be aware purchasing a copy may still result in you getting the old disc with only the Dolby Digital track. If so, contact Reel DVD via the email address listed above to get the corrected disc.

[LordCrumb]

Where did you check it? on a receivers display, or by checking the info from the player?

[blu_sharpy]

Who is your distributor of this film?

[Harry88]

Well just put my copy into my ps3. dolby digital 5.1 48khz 640kbps.

[blu_sharpy]

This seems to be the same problem that the UK Disc suffered from. The disc was authored incorrectly by EiV meaning that the TrueHD track isnt actually there. A replacement program is available here in the UK so i'd see if the distributor in Australia is aware of the problem and will try to rectify the problem.

[tickfordxr6]

The distributor is "REEL DVD" so i think i will give them a ring and let them know!

[tickfordxr6]

Ok, so i just went to their website and there is no contact info on there whatsoever! WTF!!!

[LordCrumb]

did you buy it in store? ask for the manager and get distribution contact details off them.

[deado]

Well I'm glad I imported the US version, which definitely does have TrueHD.

[LordCrumb]

definitely keep us up to date on your progress tickfordxr6. I might ask one of my local stores next time im in town for some contact info.

[tickfordxr6]

Ok, so i ended up getting the contact info for Reel dvd and emailed them and this is the reply i got: "Hi Brent,

Thankyou for your feedback in relation to the audio on the blu-ray release Snakes on a Plane. The title in question was actually authored offshore so we are currently liasing with the authoring house to see where the issue lies in relation to the TrueHD 5.1 audio. All records at our end indicated that TrueHD was the correct audio specification and hence was what was printed on the sleeve.

Once our authoring house has investigated and responded I will let you know the outcome."

I ended up taking the movie back to Target and got a refund. I think i'm just gonna get the US version aswel.

[gettodamoofies]

Well, count me glad that I didn't manage to pick up the title yet. Seriously, how hard is it for someone from the company to actually put a disc in a player and check that what's supposed to be on there is actually there before it goes to shops?

[gettodamoofies]

Well, finally bought it hoping it would have been resolved by now and magically it's not TrueHD, still DD 5.1.

Guess I will be doing the follow up!

[gettodamoofies]

I've sent off an email:

Hello,

I am contacting regarding the above Blu-ray release. I purchased this title a week ago from JB Hi-Fi and upon watching it tonight discovered that the audio track is a lossy Dolby Digital 5.1 track rather than a lossless Dolby TrueHD track as is indicated on the package artwork.

It's extremely disappointing to discover this as I had read on a message board at the start of this year that this issue had been raised with your customer service and that a solution was being worked on. I held out on purchasing it for this reason and finally bought it recently expecting that this issue would have been long resolved given the extensive time since this issue was brought to your company's attention. To find that the issue is still present and therefore the title is still being sold with misleading artwork almost a full year on is very frustrating as I am now required to follow this up in order to receive what I have paid for. It is particularly frustrating given that I recently had to do the same with your company to resolve an issue with a Matrix Revolutions release with pixelated frames. That issue took three months to resolve so naturally I am not impressed to find myself in a similar situation again, especially so quickly.

According to the message board (link: https://forum.blu-ray.com/australia/...not-truhd.html) the customer service rep had stated:

"Thankyou for your feedback in relation to the audio on the blu-ray release Snakes on a Plane. The title in question was actually authored offshore so we are currently liasing with the authoring house to see where the issue lies in relation to the TrueHD 5.1 audio. All records at our end indicated that TrueHD was the correct audio specification and hence was what was printed on the sleeve.

Once our authoring house has investigated and responded I will let you know the outcome."

That response was sent late January and from the lack of updates and the fact that it's still being sold with a faulty disc with incorrect audio it appears that it was never resolved. I would appreciate a response to resolve this situation quickly as not only is it frustrating having two faulty discs through your company in quick succession, but it appears that this issue has not been given priority and that retailers are still selling the faulty product with misleading information even though action was promised at least 11 months ago.

I had mentioned in previous correspondence relating to the Matrix Revolutions fault that the slow resolution of the issue and time & money I had been required to spend had made me question purchasing Roadshow products. Even though I'm someone who purchases a significant amount of Blu-ray Discs I understand that my voice may not be a particularly large one in the scheme of things. Having said that, to have my concerns backed up so quickly with yet another incident makes me wish I had made the decision not to purchase these products from your company locally any more. I proudly support buying Australian but it seems that as our Blu-ray market share has not reached a high enough level as yet there simply is not enough of a priority to ensure that customers are well-looked after by resolving manufacturing issues quickly. Considering that recently there has been such a large focus in the media on retail spending and buying Australian instead of ordering online all I can say is that if Australian customers are not looked after in the same manner as other regions (this issue was present on the UK disc also but was resolved very quickly) then consumers are not being given much incentive to buy locally.

I sincerely hope this issue is resolved satisfactorily and quickly as I do not wish to find myself 3 months down the track still in possession of a faulty disc and having spent a significant amount of time and money on emails, phone calls and postage to return defective discs.

Thank you in advance for your quick response.

Regards,

We'll see what happens and I'll notify of any updates here to keep everyone else up to date who may own this title.

[LordCrumb]

Nice email Adam, well said. Hope you get a decent reply from them.

[gettodamoofies]

Originally Posted by KaiGusto

Nice email Adam, well said. Hope you get a decent reply from them.

I hope so. It just bugs the hell out of me after The Matrix situation to have to go through this all over again after deliberately waiting enough time for it to be fixed up.

I'm serious about the not buying Roadshow stuff. There's nothing that they've released that I can't buy elsewhere and if this is their modus operandi then I'll take my $$$ overseas and pick them up through Warner Bros in the US or Entertainment in Video in the UK.

[gunner99]

Originally Posted by deado

Well I'm glad I imported the US version, which definitely does have TrueHD.

I originally bought the UK version and got a refund once I discovered this problem. I then bought the US version and am glad that I did so.

Incredible to think that this problem still hasn't been resolved with Australasian release of this movie

[tickfordxr6]

Great job on the email you sent Adam, I got sent an email the other week stating that the problem was fixed and i was sent a brand new copy of the movie. Thinking the problem was fixed as soon as i opened it up i put the disc in straight away to test it..turns out it's exactly the same lossy 5.1 soundtrack. Sent an email straight back to them and told them the problem still has not been fixed and was told to just keep that copy and it will be investiaged further and hopefully there will be a proper outcome soon.

[gettodamoofies]

^ Funny, because that is exactly what happened with Matrix Revolutions. My replacement disc came and it was the one with the fault again!

I haven't heard back from them yet but I'll call later today if I don't as 72 hours is more than sufficient to wait for a response. It is, after all, customer service (and not a lack of) that they are supposed to be providing via that email address.

[gettodamoofies]

I'm afraid I didn't have time to call today so I'll be doing that tomorrow. They have had a full three business days to answer an email which I believe is more than sufficient. As they have failed to contact me I will once again be spending my money to call them and resolve this situation. Roadshow is not getting in my good graces with these faults so some staff member will not be having a "Merry" Christmas tomorrow when I am forced to call.

Why have a customer service email address if they aren't going to answer it? The illusion of providing "customer service" doesn't go too far when it seems like your emails are directed straight to someone's trash folder.

Why oh why does it always have to be done the hard way?